Emery's Maintenance Building & Remodeling, Inc.

We have a signed contract and signed drawings to replace the vanity cabinets and medicine cabinets with the exact locations After the new replacement medicine cabinet was installed in the specified location the customer decided it would look better if it was
moved Moving the location would require opening up the drywall to add 2xframing, drywall repair and move an existing electrical outlet The charge to do this work would be in addition to the original contract The delay in starting the project was due to the customer rescheduling

Its unfortunate that the owner of StoneCreek only gets involved once a compliant is filed. I requested a direct call from him on numerous occasions and he refused. The TRUTH of the situation is that StoneCreek is a very poorly run company. The Salespeople, people in the field, and customer service people do not communicate at all leaving clients frustrated and without answers. I was lied to, given the run around, and the project was delayed almost days after the contract date. I will continue to take further actions against this business so that others can be warned prior to getting involved with them

We are not sure how to respond The issue of quality control remains, the unit left the plant with what we would call quality issues, it is a large unit and it took some time to really inspect it here at home We did sign the statement We can't see having it removed and living with the damaged wall space We went back to the showroom and saw the luster on most of the pieces, maybe if we got into every nook and cranny there we would find the rough exterior but we doubt it The warranty states that they give no warranty to wood finishes so where does that leave us We understand this is a small business and we took comfort in it being a locally owned operation Maybe we were naive in our expectations

There have been meetings scheduled with the ** *** ** *** to resolve the issues rescheduled at the request of Mr***. We are scheduled to meet on 3/9:am with the ***

On 8/Stone Creek furniture delivered furniture to customerCustomer signed contract showing unit was complete and paid unit in fullStone Creek was then called and was told unit was rough and drawers was misalignedStone Creek wrote up a repair order on 9/to go out and fix
problems on 9/Stone Creek called customer on the 16th to complete repairs and customer said it was to late and requested to move to the 17th in the amStone Creek tried to call customer on the 17th at 10:am and received no answer from customerCustomer then called on the 19th upset and needed repair as soon as possibleWe then went out on 9/to do repairsRough finish was repaired and the drivers brought back drawer fronts to be refinishedCustomer then left town for weeksOn 10/Stone Creek took the drawer fronts to customer and finished unitAgain customer signed that unit was done and completeStone Creek warranties our furniture for years for workmanshipIf customer feels the unit is not up to par, we would be glad to go out and inspect unit for any defectsStone Creek feels that we have done everything we could do to make sure that unit was repaired and complete for customer and had customer sign off on original contract and repair order saying it was complete

To Whom it may concern: The customer is seeking a discount because of delays in a kitchen remodeling project and Stone Creek is of the opinion the delays are due to changes in the scope of work initiated by the client. Contrary to the complaint Stone Creek and the client have been in
constant communication during the entire process. Delays in completion have been due to major revisions to the scope of work by the customer as recent as February 1, changing the locations of the sink and cooking appliances. This change involved electrical, plumbing moves and redesign of kitchen cabinetsStone Creek has corresponding emails showing dates of changes Since that time numerous other minor additions and changes have been made to the project last dated 4/29. The floor damage referred to in the complaint: This damage is from improper application of the floor coating by a contractor prior to Stone Creek resulting in poor adhesion to the concrete floor. We suggested they call the original contractor for a warranty claim, we were told by customer the contractor is no longer in businessThe customer also stated that he would be refinishing flooring after project was done to our salesman

The only big design change was to move the sink (SC's suggestion). SC caused the delays. On 3/Mike promised a new final date of 3/(not met). On 4/I had to ask for an update due to no response. We are more than times past the original completion date, which is not due to changes. The discount request is for more than just delaysThey miscommunicated designs to their team, and thus installed items incorrectlyI said the wine fridge handle should be on the sideWhen the cabinet finally showed up it was still wrong and they had to remake it. The island cabinets were installed more than a foot off, even though the correct layout was in their drawings all along*** was not told of the glass shelves, and so the backsplash was put up first. *** then had to cut through the backsplash and they are not as sturdy as if they were installed correctlyWe asked for cabinet organizer websites times. On 2/Tim e-mailed about 6" can lights though I had mentioned that we wanted the same smaller cans we already hadOn 2/I asked again for a new timeline, and again on 3/1, 3/2. I had to start calling people on 3/3. I spent hours clarifying and correcting their mistakes. What triggered this complaint was the owner’s rude and unprofessional responseI did what he asked and his reply is attached, if you view this on a mobile device the box is a laughing emoji face. SC has been dismissive of their errors, and when we followed their directions to attempt resolution they laughed at usThe level of service we've experienced is dissatisfactory. They've mentioned nothing about the quartz, and they pass off the floor damages as poor installation but we’ve had the floor for years and have not had this kind of damage until SC.I stand by my request to be discounted and compensated for the damages caused, installation failures (which resulted in delays on their end), lack of response and attention to detail, missed deadlines, and miscommunications

Hi Marie, I personally talked with the customer today (being 3/11). He told me that they would be removing the complaint to the Revdex.com because the unit was totally completed on Feb13th to their satisfaction. In good faith Stone creek will also be sending a wood care kit out to
them that gives them a year warranty on the lacquer of the unitIf you need anything else from me please email me what I need to doSincerely, Wade W*** ###-###-#### Ext.*** ***

We reached out to the client and offered to do the relocation of the medicine cabinet at our expenseI understand she is on vacation and has not responded as of 08/02/

Dear Sir or MadamDear Sir or MadamPlease accept this email with Exhibits as our response to complaint filed by *** ***Stone Creek, Incis a licensed contractor in the state of Arizona specializing in custom cabinetry and remodeling projects for over years. Our response demonstrates
Stone Creek built the custom bar project to the customers specifications in time Stone Creek did go above and beyond the scope of work agreed to resolve the complaintby rebuilding a portion of the project at no expense to the customer after the customer realized his original design did not work as he intendedThe client is asking for compensation equal to the 50% balance due of the original amount of the contract.The terms and conditions have been met by Stone Creek and no compensation is warranted to Mr***.Respectfully,Ron J***President

Our contract states clearly that "the delivery date stated herein is an approximate day only and is subject to change in the sole discretion of Stone CreekWhile Stone Creek will endeavor to meet the stated delivery date, Stone Creek does not guarantee that delivery will be made on the stated date." Which is signed by our customersWe do understand that the process for this particular job was frustrating to the customerWe are willing to work out a agreement with the customerWe do feel that the customer is asking for to much of a discountAs for the flooring issue we found that the paint on the customer floor has a adhesion problemStone Creek used painters tape to covers customers floorAfter process of finishing the customers furnitureWe pulled up the tape and some floor paint came up with itAgain we do not feel this should be in anyway Stone Creeks faultCustomer is welcome to get a second opinionIn ending we are still showing a balance of owed by the customerThe job is complete

I was having two bathrooms redone, The one that is in question has not been done it is setting with the medicine cabinet on the floor and the mirror on the floorI did not reschedule anythingThey measured and brought them out to install and they would not fit correctlyThey will have to move the medicine cabinet over six inches before it will fit correctlyI did not measure or did I do the design the way it was doneI paid them to do it and now it does not work and they have not fixed it and say they will not unless I pay $more. I do not think it is my faultI paid them to do a job and they screwed up and I am still waiting for them to complete the job I have not ever ask them to reschedule anything I have been waiting since April for them start and complete this jobI have even moved my vacation to my son's in COfor a month and it is still not completeI have always been available every time they have called to do any work. They have sent three guys out here at different times to measure and take down all the problemsThey have all made recommend how it can be fixed and then they go back and nothing happensI just had their guy here on Monday and he called and the owner will not et him do anythingWhat do I do now?

Bill R*** (project manager), Ron J*** (owner of Stone Creek), Mike J***(from the tile installation company) and a representative from the tilemanufacturer, *** *** from *** *** all met with the client attheir home on 11/13/to go over their concerns regarding the installationof the
tile It was determined that all of the tile was installed accordingto industry specification with the exception of 4-tilesWe offered toreplace the tiles and made a generous discount for any inconvenienceThediscount was agreed to by the plaintiff and the replacement of the tiles wasscheduled for a day convenient for themLater the client cancelled theappointment to replace the tiles stating they weren't bad enough to gothrough the hassleWe offered to have the registrar of contractors inspectthe work and make a independent 3rd party determination, this was alsodeclinedMark Gershmans report attached."There is no failure of the tileThe installation meets all parameters forplank-tile-offset no more than 33%, 3/16" grout joint, grout joints filledproperly, minimal lipI can't determine what the mud coverage andback-buttering are underneath but very few tiles 'dove into the ground'.The installation looks very good and consistent--I'd rate it high-quality.There were only a few tiles that appear not to have enough mud and should bepopped up and replacedWe took a credit card to measure the depth at manyof the blue tape marksThe card was level with the tile at all but a veryfewAllowable lip is 1/32" The loose tile sample was also very flatAsyou mentioned, MrTaylor didn't allow for the floor to be ground prior toinstait's unknown how level the substrate is in their home.Again, I feel the installation and overall project looks very good and willprovide many years of worry-free performanceContact me if you need furtherinfo, thank you much."Mark GershmanOutside Sales RepresentativeSincerely,Wade W***###-###-#### Ext.***

Stone Creek has no problem picking up the unit and refinishing the unit, if requested by the customerThe other choice we would be able to do, is to give the customer a wood care kit, in which it would gives the customer a year warranty on the finish itselfSorry, in reading the complaint I felt that the request was for more the integrity of the unit rather than the finishEither way we would be glad to do either suggestion to take care of the finish for the customerUltimately we want the customer to be happy with unit that we had builtStone Creek feels that giving money back on a unit, does not repair the problems that the customer wants fixedPlease let us know what you like Stone Creek to do