East Coast Granite & Tile

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint Regards, [redacted] followed up to ensure that I was even satisfied with the quality of work, or customer satisfactionWould no recommend this company to anyone

To Whom it May Concern:We are currently in the process of working with our Installation Department Manager to come to an appropriate resolution for the customer At this point, we do agree to replace the damaged flooring per the customer's contractor estimateWe will require that the contractor Bill East Coast Granite directly and we will send him the paymentWe will reimburse the Customer for the Plumbing costs that they have paid and the cost for their plumber to perform the workWe are still in conversation with the Customer to resolve any further issuesSincerely, Edward D***

To whom it may concern:East Coast Granite has a NO Refund policy that is strictly enforced Unfortunately, we cannot violate that policy for any one individual as that would nullify the policy itself It would be an unfair and potentially discriminatory business practice to provide a refund to one customer and not open it up to all East Coast Granite will gladly provided a credit to the customer, as is clearly stated in our Contract Agreement, for the amount paid that can be utilized for any goods or services that East Coast Granite provides.Sincerely, East Coast Granite and Tile

Hi [redacted] Just to let you know, [redacted] spoke with out owner yesterday and has settled with us for $ [redacted] Thanks, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I am going to seek a professional opinion regarding the situation and the estimate of what should be done and the cost of the repairI will send then this information to Revdex.com to be passed on to the business Regards, [redacted]

Dear Applicable Revdex.com Officials, In response to the complaint filed by *** [redacted] we submit the following: [redacted] granite in fact was not installed within the five (5) business days of measurement that he was promised as it was not possible to do so due to obstacles / delays caused by [redacted] rather than [redacted] and TileOn 5-13-the templating of [redacted] kitchen cabinets was performed (this is normally only done once)At that time [redacted] family member/ representative was informed that none of the cabinets could undergo any repositioning or changing in any way as this would offset the dimensions templatedAt this time the customer agreed / acknowledged this and signed off on the templateOn 5-16-Cutting of *** [redacted] ’s kitchen was performed(This would have put the install within the business days as promised)We received a call from this customer around this same time prior to installation asking if the granite had been cut as there had been changes made to the cabinets now requiring the stone be fabricated what the customer thought should be inches longerWe advised the customer the stone had already been cut and that we would have to return to re template to confirm the new dimensionsAs well, the company would have to cut another larger replacement piece resulting in an additional cost to him.(Again, there were to be no changes made prior to cutting/installation)The customer’s kitchen was re templated on 5-28- [redacted] then called asking for several courtesies / additional measures such as free re cutting of the originally cut material so that it could be installed in other areasThese were and are measures that require authorization (being requested to be done at no charge) from management and therefore further caused the delay of his installationHad East Coast Granite been permitted to go forth without these additional requests, installation would have been performed as scheduled.Upon installation, the customer complained that the granite was cut differently than agreed upon at the time of templating and did not fitThe granite was in fact cut to the templated dimensions and to those agreed uponThe company then in an effort to satisfy [redacted] discontent and at his request provided several services over and above any that would normally be provided and were again provided in the name of customer service[redacted] has also complained that the company failed to provide a free vanity top with sinkMembers of the staff while providing this promotion daily, were never made aware of the existence of a Powder room as [redacted] never mentioned this until after the second templating and cutting of his kitchenNo salesman ever went to [redacted] home, as he presented the company with his own drawings to initiate the agreementThe company would have been more than happy to provide this as we do hundreds of others, had it only been requested at the time of contracting or even at the time of the initial template.East Coast Granite and tile has endeavored to satisfy this customer regardless of the several circumstances involved and not caused by the company

To Whom it May Concern:We have addressed the customer's issues We replaced their Kitchen Quartz and Sink and they have signed off as SATISFIED I will email a copy of the signed approval documentThanks, Ed D***

To Whom it may concern:The issue that the customer has raised regarding having a gap between the granite and the wall/cabinet, is an area that we do not have any responsibility We do not do any cabinet work or repair as we are not licensed to do so We only provide the product that has been ordered and install it in and on the areas that are provided by the homeowner We cannot be held responsible for a customers cabinet, floor, or wall integrity or lack thereof In the event that a cabinet pulls away from the wall, it is the customer's responsibility to correct this issue It is an unusual situation but has happened before as a result of the improper installation of the cabinetsTypically this happens when the cabinets are not secured to the wall properly, such as being screwed into the drywall only and not to a wall stud The extreme weight of the granite can cause the cabinets to pull away from the wall if they are compromised in their installation or have structural damage in their framework This is impossible for us to determine prior to our installation.We will schedule a time to meet with the customer to provided trim molding to cover the gap as a remedy This is completely her choice whether to accept this assistance or not but we are offering this service at no charge.Sincerely,East Coast Granite and Tile, Inc

To Whom It May Concern, We acknowledge that there was an error made and according to my Installation Manager, he personally wrote Mrs [redacted] a check for $and mailed it to her Please advise if she has not yet received it and we will immediately send it outRegard,Ed D***

The $ [redacted] paid to East Coast Granite was not for a SALE; it was for a CONTINGENT HOLD on a salvage piece of granite ***, the sales person, insisted that the $ [redacted] would only put a “hold” on the granite until we could get our table in for the shop employees to decide if the work we needed could be done [redacted] stated the $ [redacted] would be refunded if they could not do the work Once the shop employees told me the work could not be done as needed, ***, again, on several occasions, told me the $ [redacted] would be refunded When I drove to East Coast Granite to personally get my refund, [redacted] told me it was their policy not to give refunds per the owner In order for a sale to occur, a transfer of goods for money must occur My $ [redacted] was given to ***, the sales person, in good faith I received NOTHING for the $*** I do not want a credit for any goods or services from East Coast Granite I WANT MY $ [redacted] RETURNED

To Whom It May Concern: East Coast Granite and Tile Incis concerned about our customers complaints and we always strive to maintain the highest level of customer service possible That being said, unfortunately there are times when we fail at that effort This appears to have been one of those times and we are sincerely apologetic and embarrassed that this situation was allowed to get away from our focus As soon as the issue reached my desk, I immediately attended to it with the people who were responsible for the resolution and we have since replaced the piece in question as well as applied a year warrantied sealer to the entire kitchen at no charge.While this doesn't make up for the time and frustration experienced by our customer, we do hope that it has provided her with some sense of satisfaction and reliefWe sincerely appreciate the business as well as this "wake up call" because this will help our company to improve our Customer ServiceSincerely, [redacted] East Coast Granite and Tile, Inc

To Whom It May Concern: East Coast Granite and Tile has made an offer to replace or repair the Backsplash that is damaged We are open to either choice and will take responsibility for any damages that may occur as a result of the repair or replacement as the customer was concerned about his mirror and faucet.We await his decision Sincerely, [redacted] ***

To Whom It May Concern:The previously referenced compensation check for damages will be issued to the Customer on Tuesday June 20th Thank You,Edward D***

To Whom It May Concern:In response to the complaint from [redacted] ***, we have discussed the situation with our Tile Manager and she has provided the following: On 9/6/ [redacted] emailed me at 5:and told me that the tile installer had knocked off one piece of the molding under her cabinet and she wanted to know what could be done about it I emailed her right back and told her we had to remove her old tile and that we were not responsible for any damages that occur during the demolition of the the old tile and that it does state that in our Tile contract The day that I went to Mrs***'s house to sign contract our templater was there and she didn't want any backsplashes in her bath I told her at that time that we were not responsible for the areas that might occur during during the granite and tile demolition so she decided to add the 4" backsplash in the bath because she didn't want to paint but in the kitchen with not doing a 4" granite backsplash since she was going to use tile The tile installer was not in a hurry to be at another appointment as she states He didn't leave her house until 5pm I called him as soon as she sent me the email stating that he told her he was in a hurry and I asked him about it He said he handed her the work Sign Off sheet and then went to clean up all the old sheet rock he had to remove and wipe down the counter tops She had about an hour to look over the Sign Off sheet and make any remarks on it if she wanted to but she did not I did tell her that I would ask my cabinet contact if he could repair the trim piece When I talked with him about it he recommended that it be glued back in place and I relayed that information to Mrs*** That was my last communication with her Since we clearly indicated to the customer that during the tearoud/demolition of existing tile material there could be damage as a result, we do not believe we have done anything inappropriate in this case We refer back to our Company's contract that is signed and agreed upon by the client prior to any work commencingSincerely, Edward D***

To Whom It May Concern: After investigating the allegations made in this complaint, we have discovered that our business procedures have been followed as per our Company GuidelinesIt is clearly stated on our Contract Agreement that all Sales are Final and NO refunds will be given An In Store credit that is applicable to use on any goods or services is available and will be honored in the amount of $*** Obviously, we are unable to deviate from our Company Policies for anyone as it would create a discriminatory retail practice and open East Coast Granite up to potential legal ramifications

My problem has been resolved Thanks!

My problem has been resolved Thanks!

To Whom It May Concern: On March 31, East Coast Granite and Tile, Incinstalled [redacted] 's tile backsplash Our Tile installer was sent with boxes of 4xTravertine tile to the jobsite Each box contains s.fof material, making the total s.f The installer was also sent with bag of grout, bag of Thinset and one tube of Caulk He was also sent with sheets of Glass of which [redacted] was only charged for Our installer left the jobsite with pieces of tile, s.f, and a sign off sheet stating that we used the correct materials and met the customer's expectations It was not until Friday April, that [redacted] emailed East Coast Granite and Tile requesting a refund for over-charged s.f [redacted] claimed to have measured s.f At that time, the amount of refund he requested was $ [redacted] and now he is requesting $ [redacted] ? He also questioned why he was charged sales tax when [redacted] and [redacted] do not He received a copy of his invoice that clearly states that he was only charged sales tax on Material, not on labor His Bill was $ [redacted] of which only $ [redacted] was sales tax on material I emailed him over and over again concerning his claim of being charged for more materials than he thought were used I measured the backsplash on March 27, myself Than on March 31, it was again measured and installed by our installer Those measurements came to be s.f, s.fof which was for tile cuts (waste factor) We issued [redacted] a refund of $ [redacted] on April 24, for the s.fthat we did not install and that he had paid for [redacted] received the correct tile material, glass and we installed all but s.f We have refunded him the amount owed back to him that was overcharged and not used.We have completed all work that was agreed upon between East Coast Granite and Tile and [redacted] We have responded to him concerning his complaint and claim of overcharges The refund that we have sent him is the accurate amount.Sincerely, [redacted] Tile ManagerEast Coast Granite and Tile, Inc

To Whom It May Concern:We take complaints about our company seriouslyOnce this complaint was launched, we immediately responded to [redacted] and arranged a meeting Our installation Manager met with him at his home and reviewed his issues While there was a difference of opinion as the validity of the complaint, we offered to come back to his home with a crew and remove his counter tops and look at the situation We did advise him that if we did remove the counter tops and have a plumber come and disconnect the water lines, if it was determined not something our people did, but rather his own cabinets being out of level, there would be a charge for the work He agreed to let us come out because he was certain that what he was alleging was accurateThe appointment was then scheduled for us to come out and take care of this issue The following day, July 20, 2015, [redacted] sent the following text to the installation Manager:"Hi ***, after further consideration we have decided to leave our counter tops As-IsPlease cancel our appointment for tomorrow [redacted] ."As of this moment, East Coast Granite believes that we have exercised our due diligence in attempting to solve any issues, and or, compromise with [redacted] We have acted with professionalism and solid business practices to alleviate the situation Sincerely, [redacted] East Coast Granite and Tile, Inc

To Whom It May Concern: We have ordered our Accounting Department to issue a check to Mrs*** That check should be going out in the mail this Friday We apologize for the delayThanks, Ed D***