Granex Industries, Inc.

Shea P[redacted]5:24 PMto YourRevdex.com This customer visited our Solon location, subsequently ordering fabrication and installation of countertops for a kitchen remodel. The counters were delivered according to all executed documents.  It was communicated, at the...

point of scheduling the template work, that the decision maker should be present to meet with the templator. The issue arose when the decision maker was not present. The homeowner indicated she would be present, however she was not. A copy of the field measure checklist was left at the home, with the homeowner’s husband, that signed off on the particulars for the countertops. There was no follow-up communication prompting changes to the field measure. After installation of the countertops, upon the initial complaint the homeowner denied having a copy of the field measure checklist.  Our quoting specialist sent her a copy of the documentation which authorized the corners at ¾” radius, in addition to a copy of the signed sales order.  The homeowner did not have any documentation supporting a claim that the corners should be different, nor was anything noted on these documents. Our collection department flagged the incident when they contacted the homeowner for non-payment. Our customer service manager reviewed the claim, and contacted the homeowner explaining that the countertops she received were fabricated according to the authorization on sales order and the field measure checklist. It was determined no financial remediation was due.  Shealeen A. M[redacted]ControllerGranex Industries, Inc.

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.
 I received terrible customer service from this company. There employees are lying about what happened several calls and messages were undocumented. They knew that I was not going to be at the residence. I never said that I was going to be there when they measure and after they measured they confirmed in email that changes were not made. The employee Shea was extremely rude on the phone talking over me. It was a horrible experience. They continue to make excuses blame the customer and tell me that I should have educated myself before coming into their business. Customers need to be aware, they refused to accept any responsibility. I made repeated contact attempts and if I had paid in full I doubt that they would have ever called me back or fixed any of the smaller issues. 
Regards,
[redacted]