Granite Design USA

Good afternoon, Customer complaint state that there are large gaps between the wall and the edge of the countertop, both in the kitchen and bathroomCustomer said the granite that was installed is a completely different granite than the one selected in the distributor showroomOur sales representative was contacted by our distributor for a site visit with the customer that was set for the date of November 16thDuring the site visit the customer showed all her concerns to [redacted] and Michelle our distributor representativePicture were taken for each of the issue mentioned and list below, and [redacted] had agree that Granite Design would come back to fix the issue as describe in the communication from [redacted] below : I visited this job on 11/with Michelle ChaseThe customer complains of excessive gaps at front of tops where top abuts a wallAlso, the seam in the double vanity backsplash is uneven and poorly placesFinally, the silicone on one are of the kitchen backsplash needs to be fixedI have attached photosHere is a description of each: 609: gap of stone at wall in double vanity bathShows dip in wallMichelle told customer that this should be caulked with a paintable caulk606- kitchen top where silicone has peeled off 603: bad seam in master bathNeed to replace backsplash and put seam behind a faucet 594: gap of stone in single vanity bath 579: gap of stone at wall in kitchenThis should be retemplated and reinstalledWe should have scribed the material along right wall side to avoid gap600- shows piece in kitchen, has only two wallsSo, we need to replace the backsplash in the double vanity bath and place seam behind faucet, And retemplate to scribe material to wall on right of small piece in kitchenPlease let me know if you have any questionsThanks, *** The following Tuesday, November 21st, we wanted to schedule a service call for Nov 30th to correct these issue but were ask by our distributor to hold on that since the customer was back to their store on the Saturday and wasn’t liking the piece used for the back run of the topThe Granite that was purchased and selected from the distributor was Jet Mist and the Granite that was used to fabricate the countertops was also Jet Mist, but as most Natural stone, the patterns vary from batch to batch, tone can also vary from area and dept of the quarry where they took it from years after yearsBoth Granite Design and the distributor agreed that the stone use was the right one, but the customer didn’t want anything else than the same thing she saw in the showroomWe were requested by our distributor for a quote to fabricate new pieces and change those that the customer did not likeThey requested that we find material that look similar to what was in the showroomWorking with our different stone distributors we ordered the material that was the most similar and are awaiting reception of the material to process a Layout approval for the customer to preview the pieces that will be replace prior to fabrication to ensure her entire satisfactionUpon acceptation of the Layout preview from the customer we will schedule the replacement of the section requested and fix all other issues that were accepted to be corrected from the beginning, after the site visitSincerely, [redacted] DIRECTEUR SERVICE-CLIENT CUSTOR-SERVICE DIRECTOR

Good afternoon, Customer complaint state that there are large gaps between the wall and the edge of the countertop, both in the kitchen and bathroomCustomer said the granite that was installed is a completely different granite than the one selected in the distributor showroom. Our sales
representative was contacted by our distributor for a site visit with the customer that was set for the date of November 16thDuring the site visit the customer showed all her concerns to *** and Michelle our distributor representativePicture were taken for each of the issue mentioned and list below, and *** had agree that Granite Design would come back to fix the issue as describe in the communication from *** below : I visited this job on 11/with Michelle ChaseThe customer complains of excessive gaps at front of tops where top abuts a wallAlso, the seam in the double vanity backsplash is uneven and poorly placesFinally, the silicone on one are of the kitchen backsplash needs to be fixedI have attached photosHere is a description of each: 609: gap of stone at wall in double vanity bathShows dip in wallMichelle told customer that this should be caulked with a paintable caulk. 606- kitchen top where silicone has peeled off 603: bad seam in master bathNeed to replace backsplash and put seam behind a faucet 594: gap of stone in single vanity bath 579: gap of stone at wall in kitchenThis should be retemplated and reinstalledWe should have scribed the material along right wall side to avoid gap. 600- shows piece in kitchen, has only two walls. So, we need to replace the backsplash in the double vanity bath and place seam behind faucet, And retemplate to scribe material to wall on right of small piece in kitchen. Please let me know if you have any questions. Thanks, *** The following Tuesday, November 21st, we wanted to schedule a service call for Nov 30th to correct these issue but were ask by our distributor to hold on that since the customer was back to their store on the Saturday and wasn’t liking the piece used for the back run of the topThe Granite that was purchased and selected from the distributor was Jet Mist and the Granite that was used to fabricate the countertops was also Jet Mist, but as most Natural stone, the patterns vary from batch to batch, tone can also vary from area and dept of the quarry where they took it from years after yearsBoth Granite Design and the distributor agreed that the stone use was the right one, but the customer didn’t want anything else than the same thing she saw in the showroom. We were requested by our distributor for a quote to fabricate new pieces and change those that the customer did not likeThey requested that we find material that look similar to what was in the showroomWorking with our different stone distributors we ordered the material that was the most similar and are awaiting reception of the material to process a Layout approval for the customer to preview the pieces that will be replace prior to fabrication to ensure her entire satisfaction. Upon acceptation of the Layout preview from the customer we will schedule the replacement of the section requested and fix all other issues that were accepted to be corrected from the beginning, after the site visit. Sincerely, *** ***DIRECTEUR SERVICE-CLIENT CUSTOR-SERVICE DIRECTOR

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I just recently received an email indicating that this complaint is closedI'm a bit caught off guard by this noticeI did receive an email indicating that the company said that they were 'working on it' and that there was nothing I needed to do until further noticeSo, because I didn't respond, the case is now closed? Absolutely nothing has changed with this situationAs of today, I have not been contacted by anybody at the company to fix the problemWe paid nearly $10k for countertops that are absolutely not what we selectedWe were not shown photographs before installationI would like to know what I need to do to get some movement to resolve thisAny help you can give me, including a re-opening of the complaint, would be greatly appreciated!
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.? ?
? I just recently received an email indicating that this complaint is closedI'm a bit caught off guard by this noticeI did receive an email indicating that the company said that they were 'working on it' and that there was nothing I needed to do until further noticeSo, because I didn't respond, the case is now closed? Absolutely nothing has changed with this situationAs of today, I have not been contacted by anybody at the company to fix the problemWe paid nearly $10k for countertops that are absolutely not what we selectedWe were not shown photographs before installationI would like to know what I need to do to get some movement to resolve thisAny help you can give me, including a re-opening of the complaint, would be greatly appreciated!
Regards,
*** ***
?
?

Good afternoon, Customer complaint state that there are large gaps between the wall and the edge of the countertop, both in the kitchen and bathroom. Customer said the granite that was installed is a completely different granite than the one selected in the distributor showroom. Our sales...

representative was contacted by our distributor for a site visit with the customer that was set for the date of November 16th. During the site visit the customer showed all her concerns to [redacted] and Michelle our distributor representative. Picture were taken for each of the issue mentioned and list below, and [redacted] had agree that Granite Design would come back to fix the issue as describe in the communication from [redacted] below : I visited this job on 11/16 with Michelle Chase. The customer complains of excessive gaps at front of tops where top abuts a wall. Also, the seam in the double vanity backsplash is uneven and poorly places. Finally, the silicone on one are of the kitchen backsplash needs to be fixed. I have attached photos. Here is a description of each: 609: gap of stone at wall in double vanity bath. Shows dip in wall. Michelle told customer that this should be caulked with a paintable caulk. 606- kitchen top where silicone has peeled off 603: bad seam in master bath. Need to replace backsplash and put seam behind a faucet 594: gap of stone in single vanity bath 579: gap of stone at wall in kitchen. This should be retemplated and reinstalled. We should have scribed the material along right wall side to avoid gap. 600- shows piece in kitchen, has only two walls. So, we need to replace the backsplash in the double vanity bath and place seam behind faucet, And retemplate to scribe material to wall on right of small piece in kitchen. Please let me know if you have any questions. Thanks, [redacted]  The following Tuesday, November 21st, we wanted to schedule a service call for Nov 30th to correct these issue but were ask by our distributor to hold on that since the customer was back to their store on the Saturday and wasn’t liking the piece used for the back run of the top. The Granite that was purchased and selected from the distributor was Jet Mist and the Granite that was used to fabricate the countertops was also Jet Mist, but as most Natural stone, the patterns vary from batch to batch, tone can also vary from area and dept of the quarry where they took it from years after years. Both Granite Design and the distributor agreed that the stone use was the right one, but the customer didn’t want anything else than the same thing she saw in the showroom. We were requested by our distributor for a quote to fabricate new pieces and change those that the customer did not like. They requested that we find material that look similar to what was in the showroom. Working with our different stone distributors we ordered the material that was the most similar and are awaiting reception of the material to process a Layout approval for the customer to preview the pieces that will be replace prior to fabrication to ensure her entire satisfaction. Upon acceptation of the Layout preview from the customer we will schedule the replacement of the section requested and fix all other issues that were accepted to be corrected from the beginning, after the site visit. Sincerely, [redacted]DIRECTEUR SERVICE-CLIENT CUSTOR-SERVICE DIRECTOR