Granite Busters

We first want to apologize for any inconveniences which the customer may have experienced After we determined from the repair request and pictures sent by customer, we concluded that a piece of granite became deattached from the cabinets when the stove was replaced The little piece next to the stove is held by apoxy blocks and it only takes a little force or movement for those blocks to be loosened At the time of installation, everything was completed and signed to the customer's satisfaction It was not until the stove was replaced that he reported that the piece of granite loosened We replied to his repair requests that we determined it was due to the stove replacement and that it was not covered under warranty because alterations by customer were made after installation We gave customer a suggestion of an easy DYI fix by applying 100% silicon under edge of granite and that will take care of his problem and hold the piece in place Customer received installation warranty which states "Warranty is void if any alterations are performed by customer or 3rd party after installation." Granite Busters always stands behind its work but clearly alterations were made after installation and therefore it is not covered under installation warranty

Initial Business Response / [redacted] (1000, 7, 2015/08/13) */ First I would like to point out that we have noticed this is your second notice to try to contact us but it is our first time to see itPlease follow up with regular mail in the future to assure the delivery Granite Busters is sad to hear that Mr [redacted] is unhappy with his counter tops and the service he receivedGranite Busters works very hard to please our customer's with a job that is complete to their satisfaction and that is what happened in this case The [redacted] 's purchased their counter tops at the end of MarchTo be able to take advantage of our promotion's they decided to add full height granite back splash to put their job at square feetOn April 8th, a viewing to sign off on the final slabs of stone was scheduledMrs [redacted] was involved in an accident on the way to this appointment and her car was a total lossWhile we are very sorry for this, it did not happen near our store locationThe viewing was rescheduled and slabs of stone were put on hold for themThe stone they selected was personally selected and inspected by customerForm that explains natural pittings, fissures and all natural aspects of the granite was explain and sign by customer as well On April 16th Mr [redacted] met personally with [redacted] the owner for digital design of their kitchen that Granite Busters is very proud to offer to their customer so they can see how their kitchen will look like before it is even installedMr [redacted] signed the approval of design The day after the installation, MrPericiful came to the store expressing that he was unhappy with a section of the stone and also a few issues with the overall installationWe ask that he waits days, as we were scheduled to come back and make the template for the full height back splash so we can see mentioned issues at customer's house On May 1st the owner went to the customer's home to address the issues with the stone and repair the edge that the customer was unhappy withThe owner explained that there is really nothing wrong with the stone as this particular one has natural pittings and fissures as it was explained at the purchase time but wanted to fix other little issues regarding installDuring that visit the customer became verbally abusive to the owner insulting his nationality and requesting his money backThe customer cursed and chased the owner out of his houseThe owner left without completing the repair or templateLater that same day the customer came to the store with a protest sign and stood in front of our parking lot to discourage customer's from comingAt that moment the owner was on the way to out of town and was informed by employees that Mr [redacted] l was in front of the store protestingThe owner called from his car too Mrs [redacted] to inform her that her husband is in front of the store falsely picketing Granite Busters without any reasonable causeMrs [redacted] acted surprised and had no idea about thisThe owner asked Mrs [redacted] to contact her husband to ask him to leave store propertyShe mentioned that they are going thru tough times as their car is broke down, that as couple they just had fight and that the husband wants to back off from the full height backsplash because they can't afford it even dough Mrs [redacted] really wants itAfter all what happened with Mr [redacted] 's behavior the owner offered her not to install the backsplash and give her $credit back since the backsplash was not installed yet but was cut, fabricated and ready to be installed to help her with the car repair costLater on Mrs [redacted] misunderstood that she will receive $and full height backsplash which was not part of the conversationThe owner was willing to refund partial cost and take loss of material and labor On May 2nd Mrs [redacted] called to apologize and see when we could reschedule the repair and template On May 6th the repair to the stone was made and a template was made for the back splashDuring the meeting with templater she was asking about her $credit that the owner offeredShe even called the store regarding her credit and that is when she was informed by the sales person that either she gets $and no backsplash or she pays full original cost of granite backsplash if she wants to proceed with installShe made the decision of proceeding with full height backsplash install The full height back splash was installed on 5-Upon installation it was found that one outlet hole was not cut in the proper placeDiscussion went back and forth if the outlet could be movedThe customer decided that he wanted a new piece of granite to be madeAt Granite Busters we want the customer to be satisfied so we located entire matching full slab (not a scrap as Mr [redacted] wrote) and time was set for the re-installationAt this point the customer was asking for a refund of $for his inconvenience On June 3rd a new template was madeThe customer was given a can of sealer and polish with a retail value of $ Granite Busters recut small portion of backsplash to fit outlet holes properly and on June 10th the new back splash was installed and the customer signed our paperwork stating they were happy with the installation On June 12th, the customer called back asking for a refund of $It was expressed that no refund would be given and the customer than said he would not accept the situation as complete and he would be taking other action Regarding dishwasher bracket that Mr [redacted] was installed, we want to explain that on our paperwork that they signed was explained that not every dishwasher needs dishwasher bracket which is complimentary accessory from granite Busters provided to our customers as neededTheir dishwasher did not need our bracket however Mr [redacted] still stopped by to our store to get one for free and he received one that day! I as the owner of Granite Busters think that Mr [redacted] is playing a game now after the complete install of full Height backsplash that he personally did not want but his wife insisted on having to get money back which obviously everyone should agree he has no reason of getting backI feel that Granite Busters is put in the middle of Mrand Mrs [redacted] financial crisis and drama that unfortunately happened during the purchase of granite countertops and I am being a victim of this unreasonable complaint for Mr [redacted] to get his money back To Whom It May Concern at Revdex.com please consider this complaint as especially after great customer service we have done as companyGranite Busters has all the paperwork signed by the customer that the counters and full height granite backsplash was completed to their satisfactory and upon your request I will be very happy to present all the documentation to Revdex.com Sincerely, [redacted] , President

Initial Business Response / [redacted] (1000, 10, 2015/12/09) */ We did send the check and everything taken care of with the consumer Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/09) */ He sent me a check for the damageI'm confident your [redacted] made the difference! Thank you

see attached

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Please see attached message, which I will also be mailing directly to you along with the attached documents