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First Financial Holdings,Inc.

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First Financial Holdings,Inc. Reviews (3)

Initial Business Response /* (1000, 8, 2015/12/01) */
Contact Name and Title: *** ** Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@thegraniteexpo.com
Hi, ***
I just did got your Revdex.com complaint TodayI am so sorry about the delayI still working very *** your
orderdue to the Chinese's holiday and thanksgivingthe air shipping is slowing than usuallyand also I want the manufacture take a very high quality control on your order so it take them a bit more timeI already got half of the orderthe half of the order will come in around the 12/I had make a trip to the Oakland warehouse just making sure they are look good and they didonce the other half of the order is come in I will call you to arrange a time to put it in for youon the warranty of the door is going to be star on the day of the installation is doneyou will have another year of it
Again I apologize for the delayyou should hear from us soonThank you for your patient
Initial Consumer Rebuttal /* (2000, 10, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They call me on Tuesday explain that half of the order was here and he waiting on the other half,which should be here by December 10,2015.My warranty will start from the day they install the new doors and warranty 1year

Initial Business Response /* (1000, 9, 2016/01/13) */
Received business response via email on 1/12/16:
In response regarding complaint #XXXXXXXX:
We apologized for the inconvenience we had cause to our customer *** ***There may have been some miscommunicationWe will charge
customer for overmount sink and would like to refund the different of $to the customer for charging him for undermount cut sink holePlease have customer provide us his credit card number and we will refund the amount that we owe himThank you
*** ***
Initial Consumer Rebuttal /* (3000, 11, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept your response because the amount we paid was $229.36, NOT $We had already paid for fabrication of the counter tops as noted on the referenced invoicesSo why the $difference? It makes no senseThere was no miscommunication either so I reject that comment as wellI had direct communication with both *** and *** from Granite Expoand both of them understand my situation perfectly fine until they decided they didn't want to anymore and thought it easier to play the card of "miscommunication"Your business is doing a lot of advertising right now and it only seems like a proper business practice to refund a client for a service he didn't receiveWhy play hard ball and opt to give a customer less than half of an over payment, it doesn't make sense from a *** term business perspectiveYou want to have a trusted name for yourself, not continue with the current reputation as noted on websites like YELPDo something good for your company and give me back the money I am owed, $Sounds fair, honest, human and even American right?
I have attached my response to this claim
I reject there offer as it doesn't make any senseThey are offering me $100, when I paid $They have pulled this $figure out of thin air
Middle Ground can be $
Final Business Response /* (4000, 13, 2016/01/15) */
Customer suppose to pay for the overmount even though we charged him the undermountThere is $difference between overmount and undermount cut sink holeBut with all the inconvenience we had cost the customerWe are willing to refund the amount of $to customerPlease provide us the credit card information to us for the refund
Final Consumer Response /* (2000, 15, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke w/ Granite Expo today and they are refunding the money owed

Initial Business Response /* (1000, 5, 2015/10/16) */
The first crack was on June 2014, the crack was repaired by installers. Second crack was on June 2015, which is a new crack close by the first crack. Customer stated that it's the same crack as the first one but it's not. A few installers...

went back in September 2015, customer did not allow for repair and insists to replace to new granite because she said the epoxy does not match the granite color. Due to granite are natural stone, color match will always be slightly different. Customer inspected the granite upon pick up and before installation, and also signed the invoice/contract stated that all granite and labor cost are non-refundable and cannot be returned. We shall not be liable for any damaged merchandise after leave our premises.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is correctly stated in Granite Expo's reply that the first crack(edge of sink to more than half way to the wall), the one that appeared two to four weeks after the granite was installed, was repaired (with epoxy) in June 2014. There were no other options given. At that time we were told no other cracks would appear in that area.
We do not agree with Granite Expo's assessment of the second crack (July 2015). This second crack is absolutely related to the first repaired crack. It is in the same spot (edge of sink to the wall). The crew that came out used a level and determined that the granite is not level. In their own words they stated that "This is not level". I questioned them regarding this, and they were surprised that it was actually Granite Expo that did the installation (underlayment- plywood). The impression we got was that both cracks are directly related to the counter top not being level. It seems that both cracks are due to poor leveling of the underlayment. Obviously there is a weak part of the granite where the cracks developed. The cracks are either due to the poor leveling job done by Granite Expo or defective granite.
If it is not level then needless to say that over time it will crack. Since the first crack appeared within in 2-4 weeks of install, then of course there were issues from the start. If we would have known more cracks would appear at this weak point, then we would have had it replaced right away. At that time we were REASSURED that this is very RARE and NO OTHER cracks would appear....NOT TRUE.-undoubtedly due to the fact that it is NOT level.
This newly formed crack is even longer, deeper and raised. The crew stated that if it was not raised, they would be able repair it with the same epoxy. This would create a white/cream line all along the crack, and as the crack is much longer and wider, the white streak would be seen the entire length of the crack which does not make the crack "disappear".
BUT since the crack is raised, the crew from Granite Expo stated that it is not repairable. The crew stated they were not able to correct the raised area. It would always be raised as well as have a definite color distinction. We were told that not only would the epoxy not match as a light streak would show on our darkish granite, but it would be a line that is not only discolored but raised above the surface. Again it is not repairable.
We relied on Granite Expo to do a good job installing the granite and provide non-defective materials. At the time of sale [redacted] (the sales lady) let us know that the granite pieces and type we chose was VERY sturdy - sturdier than others with more marbling through them. We relied on them to do the proper leveling of the underlayment which apparently did not happen. To repeat: the crack is in the same spot at the orginal crack. It is NOT level per the guys who came to assess the area of concern. Pictures were sent to Granite Expo.
To do nothing is not acceptable. It is also not acceptable that they do not stand behind their granite and installation. The amount of phone calls and lack of customer service also has added to the frustration and apparent lack of concern for customers. We are repeat customers. We have purchased granite (slabs and prefabricated vanities) from Granite Expo before with no issues. It is expected they take responsibility for and stand behind the granite and the installation of this job.
Just to reiterate: It is reasonable to assume that this crack (edge of sink to the wall) is directly related to the first crack (edge of sink to more than half way to the wall). It was caused by the lack of a level surface when Granite Expo installed the granite and or defective granite. To say it is not directly related is Granite Expo trying to get out of taking responsibility for the faulty granite and/or installation. Replacing the granite would be the "middle ground".
Final Business Response /* (4000, 13, 2016/01/07) */
Please see below in response to Consumer Rebuttal:
As I mentioned to my previous response, our installers stated the first crack and the second crack is not related. Installers make sure everything is level before install the granite. The reason may cause level is the foundation may have shifted due to earthquake or etc that may have cause the cabinet not level. In regards the defective materials, all granite is natural stone. Customer may have put too much pressure while chopping, slam/dropped something or put heated pot onto the granite that may cause it cracked. Customer picked their granite itself and installers make sure have customer inspect it before leave the store and before installation. She signed and agreed to all the "Terms and Conditions, Material Inspection and the Walk-Through Final Inspection". (See attached) On the customer invoice, it also stated: "Labor costs and specially ordered item are non refundable and cannot be returned. Due to the variegated coloring of granite, marble, and travertine, there are no guarantees on color, style, or marbling. Absolutely no refunds, return or exchanges after pick up. Thus, the customer is strongly encouraged to inspect all goods upon pickup. We shall not be liable for any missing or damaged merchandise after you leave our premises". Installers went back few times to repair the cracks and customer seem to not satisfied with the result. The job date is on April 28, 2014. We do provide 1 year warranty for all the installation. Although, we shall not be responsible for the second crack which it happened on June 2015.

[redacted]
Granite Expo & Company
Headquarters
XXXX XXth Street
Emeryville, CA XXXXX

Telephone: (XXX) XXX-XXXX ext. [redacted]
Facsimile: (XXX) XXX-XXXX
E-Mail: [redacted]

Final Consumer Response /* (4200, 15, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We cannot accept Granite Expo's latest reply. No resolution has been put forth by Granite Expo. The "rebuttal" writer does not seem to know where the cracks are or else she would have known how impossible and far reaching the causes she states are. It is IMPOSSIBLE any chopping or hot pans be placed in this area. As well it is IMPOSSIBLE that objects be dropped on it as it is in the corner. It seems that they do not truly understand nor want to understand the relationship between the 2 cracks as their own crew that came out did state to us that the cracks were related. We were given the impression that the gentlemen who came out were recommending replacement and were going to discuss this with the manager. When the repair crew came out to look at and repair the second crack, they took great measure to inform and show us that the granite was not level. Granite Expo does not want to accept responsibility for faulty granite or improper installation. For the rebuttals stated causes set forth to be true then there would have been no offer to fix the first crack in the first place. So the excuses do not have value.
Clearly the installers did not make sure it was level at the time of installation as it is not level. Why would a homeowner need to check this post installation? This is supposed to be professional company. I am sure this is not standard protocol for homeowners to check.
It is a ridiculous statement to say that "chopping" could have caused it and we, of course, did not slam something down on it. To suggest this is their way of trying to deny any acknowledge that something is wrong with the granite or the installation. If the person writing Granite Expo's "rebuttal" really understood where the cracks are, she would have known how ridiculous all of the possible causes put forth are. Trying to place blame on us now just seems to be reaching and grasping at straws. It seems that they are shirking their responsibilities and proving to not be a trust worthy company.
At the time of the install and delivery no issues were noted and none reported. True. But let's revisit the first crack, the acknowledgement of the needed repair and the repair. Clearly something went on to make this granite crack. Granite Expo knew something was wrong when they fixed the first crack. We asked at the time of the repair "Is this something that is going to get worse." Granite Expo answered "No. Granite is a very hard surface and this is not typical." We were willing to live with the first repair as this was the only option given. Well clearly the granite deteriorated and it seems that the granite should have been replaced at that initial crack.

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