Front Range Stone, Inc.

Complaint: ***
I am rejecting this response because:I do not accept ownership's response to our complaint as it has a few mis guided comments which I take exception FRS response to the size of stone not accommodating the corrected size for our bar top is incorrect*** *** was mis-informed on the dimensions of the size The slab we finally selected had a measurement of 125" x 81" The bar top we needed was 37" x 791/2" We had just enough room for the longer length and we had plenty of room on the width as we needed (changed from the original measurement of 31")" and the slab was 125" Regarding the mishandling comment, We also were told by their installers that when FRS was loading the slab on the truck the one "leg" snapped due too much pressure lifting by the leg We are disappointed FRS tried to categorize the issues we dealt with as our problem by selecting the slab we did As far as the communication of the changed size, we were speaking to a representative of the company through email and a phone conversation I felt good we have communicated our change We were told that we were very thorough and clear by *** For FRS to fall back on what was originally agreed upon without the benefit of knowing the conversations we had is simply irresponsible We did, as a consumer, everything we possible could to clearly communicate the adjustment in dimension Lastly and most disappointing, I am appalled and insulted that FRS says we are trying to take advantage of their "good will" I believe it is appropriate to say, due to the many breaks in slabs for our kitchen island, we went back to the one slab that broke and asked FRS if they can glue it back together and still salvage the slab We were forced in this direction because of the sub-standard remaining slabs we had to choose from to start over FRS did put the slab back together by rods and glue and we had accepted the repair (yes you can see the break in the slab) without asking for any compensation Now, for FRS to say we are trying to take advantage of "good will", I am flatly disgusted and their attempt to label us as an uncooperative consumer At this point, I have little confidence in FRS as FRS is showing their character and customer service skillsI will email you the email chain showing FRS accepting responsibility of the incorrect size on our bar top
Sincerely,
*** ***

Initial Business Response /* *** ** *** */
I have personally reached out to the customer via email and phone at this point I have only been able to speak with Bryan, waiting for a call back from ***
In reviewing the information from the job, I can understand the frustrationThe
issue was caused around the window bumpout not being level, and since we initially template the job with existing countertops in place we were unaware of the situation until we returned to install the granite tops, after their existing laminate tops had been removedOur granite installers are not the right trade to be modifying framing or adjusting cabinetry, so after a couple attempts we suggested having our carpenter on site to make necessary adjustments so we could land the countertop within standards and be able to pull the seamDuring this visit cabinets were adjusted to allow install on the left side of the range, however since the right side had been installed with countertops on the first install appointment he was unable to adjust the cabinets to match from side to side, and honestly did not realize how much he had to modify on the left
I offered Bryan to have the crews back together on a Saturday so that no more time was lost from work and we could address the issue by removing the top to the right of the range and adjusting cabinetry and resetting topBryan was not interested in setting this up, but suggested I speak with ***I hope to receive a call back in the next day or two to speak with her as well as do what is needed to ensure their satisfaction
It was a challenging issue for all as we had multiple trips as well on 4/20,4/23(cabinets were still unlevel),4/27(modified and leveled cabinets) and 4/to finish installThe certificate of completion was signed on 4/and later received a call about the issue which I am trying to offer resolution to complete the job correctly
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from Front Range Stone was very attentive to our issues, explaining the challenges but not making any excusesHe made a great offer for his crew to come back out on a Saturday to correct, as well spoke about his business and areas to addressWhile this wasn't a pleasant situation, *** was able to turn it around to my satisfactionThe extra time to listen and correct is truly appreciatedThank you, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The business reached out to me right away and was very willing to get to an arrangement that was satisfactory to both of usI believe that the issues were caused by misunderstandings and some disconnects between the parties involved and that this company really strives to offer a good serviceI would hire them again if I would need their services but I would make sure that I'm myself more involved in the details and not rely so much on the contractor in the middle
Sincerely,
*** ***

I have reached out to the customer and met personally on site at their home. During that time I was able to explain some of the difficulties of the installation based on the solid surface coved backsplash and installing the product in a trapped situation with cabinet uppers and pantry.
Due to the layout of the kitchen and the product purchased cutting the drywall to get the tops installed was a necessity. I also mentioned that this was all covered in the paperwork that was signed during the template appointment. We reviewed the other issues stated above and addressed. I also explained that we received the order on 12\2, ordered material on 12\and unfortunately the material was backordered until 12\20. There was also a slight delay waiting on a correct order from the store. We received the final order to proceed and contacted on 12\27. After the installation all paperwork was signed by the customer so we closed out the job as complete. During our follow up call is when the issues were brought up. My staff made the incorrect assessment based on photos that were provided to the customer and responded in email calling the items incidental. Unfortunately I was not notified and once the complaint was submitted to the customer I personally reached out to set a time to personally inspect the project.After meeting with the customer and contractor I was able to address and resolve their concerns. I apologized for the initial decision and how it was handled. Again once we met we were able to come up with a solution to address all concerns. We care about each and every one of our customers and are continually striving for a great experience for all of our customers

Customer has been contacted 10/7/and resolution to the issue has been reached

It is true that the project took an excessive amount of time to complete normally we complete our project from template to install in around three weeks. This project did take much longer mostly due the the slabs that the customer chose, not that they shouldn't be able to choose any slabs that...

appeal to them, but some stones are far more difficult to work with than others because of  natural fishers in the slabs. The slabs did break several time either in transport or during the installation process, but it wasn't because of our mishandling or incompetence as the customer has said in many emails. When you work with stone it sometimes breaks because of know ones fault.  On March 23rd  [redacted] emailed requesting a change of the scope of work that had been agreed upon in all of the documents. We didn’t noticed his request nor confirm any change to the scope or the price change that would have accompanied a change in the scope of work. Additionally the chosen material wouldn’t have accommodated the increase in size. This change to the scope if to take place would have been confirmed to [redacted] by the sales person and pass along to [redacted] to make necessary.  As far as our admitting the mistakes, our employees have been trained to get the customers taken care of, so when [redacted] emailed or called stating something wasn't right or that I had ok'd some remedy our people would jump into action and try to resolve any issues without verifying the legitimacy of his claim. We want our people to operate in this manner , but some people will take advantage of our desire to go over the top trying to give our customers the best possible service. We believe we have done everything we could have to make this customer happy and just would like to be paid for the work that was completed based on the scope of work within the contract.

Revdex.com:
I have reviewed the response made by the business in reference to ID [redacted], and find that this resolution is satisfactory to me. [redacted]In response to the comment from Front Range Stone, I have met with the owner in my home.  My husband & I have accepted his resolution to take care of all of the items addressed & his apology.  I was impressed with the way he handled the situation, took responsibility & genuinely wanted to take care of  the issues. I can appreciate someone who sincerely wants ," to do the right thing." It is not very often that you meet with the owner of the Company to address issues.  I trust that the issues will be resolved based on our meeting & paid for as promised by Front Range Stone.    Thank You!

We will try to contact the customer today to get the caulking resolved. I just left a message on the number listed and advised her to contact me on my cell ###-###-####

Initial Business Response /[redacted]/
Once I heard of the ongoing issue I immediately spoke to customer and had our plumber set a time to address the issue. Plumber was able to repair the leaking basket strainer issue and all issues are resolved.
Initial Consumer Rebuttal /*...

[redacted]/
[redacted] at Front Range Stone responded to the complaint and completely resolved the problem. He apologized and said they had been spread very thin. The plumber they sent to fix the problem was really great. This case is completely resolved.

I personally reached out to the customer and set up an appointment to review the chip in her tub.  We were not notified of the chip in the tub for almost 2 months after we completed the installation in the customers home.  We did receive a signed certificated of completion on the job...

on the day of install.  Based on the duration of time between completion and notification of the chip we reviewed and did not feel that we had caused the damage and that is why we continued to try and collect payment.  After meeting on site I hired and company to address the chip and repair so that we could take care of the issue and get the project closed out.  In the complaint above it mentions multiple trips, on that part of the project we did not measure and relied on the customers contractor for measurements- build to measurements- unfortunately the initial measurements were incorrect and caused some extra trips to get the countertop landed and installed.  Although there was not way to know how the damage occurred after completing the installation I agreed to address the issue and take care of it so that the customer is pleased and we can all put it behind us.  We also installed a kitchen in this home in 2013 which in speaking with the customer they are very pleased with.

My countertips and contract was with [redacted], however, [redacted] is the company I have an issue with. They were the ones who gave me the time window for installation and didn't show up. They also knew they would not make it when promised. And it was their company that blew me off....

After purchase from [redacted] everything was done through the company directly.

After reviewing photos and video taken at the time of the inspection on 2-17-2017 we have determined that any plumbing leaks or damage caused by plumbing and leaking water are not caused by Front Range Stone Installers.  The extent of damage at the time of the inspection may become worse over...

time as it was still leaking during the inspection therefore the level of damage and amount of water leaked would be continuous indefinitely until the final reconnection of plumbing is fully resolved with no leak present.  We have concluded that the responsibility of the leak is solely that of who performed the plumbing disconnect and reconnect as it is their responsibility to manage and monitor the water during and after the time it is turned off or reconfigured and turned back on.  It is the plumbers responsibility to configure and/or update the plumbing accordingly and accurately to prevent any leaks when water is turned off or turned back on.   Please see attached photos and inspection notes

Initial Business Response /* (1000, 9, 2015/05/26) */
Have spoken with customer and we are rebuilding her kitchen with brand new product- customer has been scheduled for 6\4\2015 and is very satisfied with us stepping up and taking care of her issue. The original installation was performed in...

March of 2013, and we have been back to service the top multiple times- at this point I concluded that we may have used a possible defective adhesive and wanted to take care of the issue for the customer and for my company.