Eden Rock Enterprises, LLC

The customer is dissatisfied with the overall look and characteristics of the specific slab of the natural stone they chose for their countertops Its important to understand at the onset that every stone, even those of the same classification, may vary from one to the next Certain stones have more natural inclusions, veining, or pitting qualities then another These are not flaws or defects by any sense of the word and the integrity of the stone is not diminished, compromised, or of lesser quality due to their presence This is a non man-made product and customers are given the opportunity to tag and select their slabs at the time of the initial sales transaction as well as sit down with a fabrication specialist to design their slab layout so they can better visualize the final look ahead of installation This customer did not elect this option at the time of sale Nonetheless, we did send a representative to the home to do a site visit to conduct an inspection of the stone to assess actual damage to the stone but nothing was evident which would merit accommodation in price or actual replacement of the stone The concerns of the customer are purely aesthetic versus functionality, the former of which is not protected under a valid warranty claim

I would be in complete agreement with the customer's position if the original faucet provided was faulty or defective in any way Under those circumstances, Colonial would have a duty to not only replace the defective faucet, but to provide all services that were part of the original sales contract in performing any remedial work While the customer may be dissatisfied with the faucet they originally chose, it was not due to product defect Colonial did provide free replacement as a customer courtesy, but is under no duty to provide courtesy plumbing services in addition Respectfully, Colonial Marble & Granite

This complaint has been reviewed with the service team and at this juncture the new faucet and soap dispenser have been delivered to the customer.   It is important to note, and by the customers own admission, the original faucet was not defective in any way, but rather customer was displeased...

with the stream pressure.   While Colonial had no obligation to replace the faucet and soap dispenser they did so as a customer courtesy and to maintain good faith.    Since the original items ordered were delivered and installed without defect, Colonial cannot and should not be responsible for paying outside plumbing fees associated with the new install.    At this point, the customers issues have been remedied tot the fullest extent possible. Regards, Colonial Marble & Granite

The customer is dissatisfied with the overall look and characteristics of the specific slab of the natural stone they chose for their countertops.  Its important to understand at the onset that every stone, even those of the same classification, may vary from one to the next.  Certain...

stones have more natural inclusions, veining, or pitting qualities then another.  These are not flaws or defects by any sense of the word and the integrity of the stone is not diminished, compromised, or of lesser quality due to their presence.   This is a non man-made product and customers are given the opportunity to tag and select their slabs at the time of the initial sales transaction as well as sit down with a fabrication specialist to design their slab layout so they can better visualize the final look ahead of installation.  This customer did not elect this option at the time of sale.   Nonetheless, we did send a representative to the home to do a site visit to conduct an inspection of the stone to assess actual damage to the stone but nothing was evident which would merit accommodation in price or actual replacement of the stone.  The concerns of the customer are purely aesthetic versus functionality, the former of which is not protected under a valid warranty claim.

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.  For your reference, details of the offer I reviewed appear below.
 
Hello,My earlier response did not provide an explanation in regards to why I am not satisfied with the response received from the company. I feel that if a customer pay for a service it has to be satisfied to the completion. By providing me a replacement faucet and telling me that I needed to have it installed on my own does not satisfy our agreement for good service as one party is still hurt by having to pay out of pocket additional monies for new faucet to be installed. sincerely[redacted]