Granite & Quartz Gallery

In respond to my complaint for the sink.  Yes, I appreciate Mr. [redacted]  to come in change my sink.  I would be waiting  for his call to set theAppointment.  Please  call me at   [redacted]  or [redacted] Thank you for your  time and resolving this problem. [redacted]

In response to Mrs. [redacted] complaint. I [redacted] have taken pride in servicing my clients for over 10 years. Mr. and Mrs. [redacted] asked me to come into their home and give them an estimate. I gave them an estimate for removing and existing cabinet, kitchen countertops and kitchen plumbing...

only. Mrs. [redacted] expressed to me she would like to do a glass tile backsplash. I gave her a price of 1,200 that would include labor and materials which did not include a sink or backsplash. Not the 3,500 she claims on her complaint. I don't charge that much for a kitchen like hers with that kind of materials. They never paid me that amount either. The amount they paid me was $1,400 total. I gave her the option of three different granite colors for her countertop. These included Yellow Fantasy, Mint Brown, and Magnolia White in that price range. I told her to go to the store so she could go see the colors and pick one out. She and her husband came in to the store on several occasions to decide on the color. Mrs. [redacted] also expressed that she would like glass tile for the backsplash at the store, so my wife and my sister showed them different tiles to give her ideas but they said they would have to do it at a later date because, they did not have the money for it this time, and that for the countertops they would be ready when she got her tax refund. Then the second week of April they came in the store again and left a deposit of $500.00 dollars in cash and brought in a sink they said their daughter purchased for them and they asked me to install it undermount on April 15 2015, they said they liked the look of the undermount sink installation better. I then explained to them that, that would be impossible because their sink was an overmount sink so I offered them an undermount sink that we had available and they agreed to go ahead with our sink. This sink is a double bowl stainless steel sink 16 gauge, a good quality sink. Theses sinks are the same quality as the ones sold at home goods stores at over $300.00 dollars. I added $200 for the sink. Mr. and Mrs [redacted] always agreed verbally with the specification of the job and never asked for a receipt but they are more than welcomed to pick one up at the store. I told them to pay for materilas only to begin the project and at the end to pay for the laor and any added cost as the sink. I agreed to install countertops for them April 15, 2016. I showed up and removed a cabinet for them and installed countertops. When I removed the existing cabinet there was an electrical plug that need to be rerouted to the wall. I told them that wasn't part of the agreement but I would move it for them at a later time because I didn't have tools to move it that day. I would also move it at no extra expense. So I finished my job that day in my mind. Surprised to find out weeks later she called the store and said I needed to come back and finish the job. She said that I had not installed a backsplash, I called her back and questioned her on her saying that the job wasn't finished, she mentioned the electrical plug and the backsplash. I told her I had not charged them for a backsplash because she had always expressed she would wait and do it in the future. She then went to say that she has asked for a backsplash from beginning. I told her that I had not charged her for the backsplash but, I decided to give her a 4 inch backsplash at no extra cost again! But it was a problem trying to install the backsplash because we couldn't get ahold of them to schedule them in. I have four different phone numbers written down for them not counting other numbers they called from I have a [redacted], and [redacted]. I called and there was no answer and I went by there house on three different occasions and they were never home until the fourth time luckily Mr. [redacted] showed up when I was there knocking at the door he had a knife in his hand and looked beat up and was very upset. That day I finished the backsplash and everything for them. Then December 13, 2016 she called the store and said there was a hole in the sink and that the plumbing was leaking. December 14, 2016 I went out to look at the sink I ran the water in front of Mr. [redacted] and we both looked under the sink with a sink with a flash light and we both determined there was no leak in the plumbing. Then I went ahead to look at the hole in the sink from under the sink and top also. The sink did not look like it had corrosion in the area where the hole is. They also stated that a knife fell in the sink and caused the damage. The hole is in the area where the sink is round and it seems like if anything was thrown without force it would just slide down to the bottom. I told them it looked like someone had purposely stabbed a knife in the sink. I took some pictures and told them I would call the manufacturer and see if they would replace it. I told them my warranty on the whole project was 3 months. I told them in all the years I have put in sinks this had never happened. They agreed to come in to the store the next day for an answer. They never showed up. On December 23, 2016 I receive a written complaint at the store with the same issues, I called and spoke to me Mrs. [redacted] and told her the outcome. She was very upset and put her husband on the phone, he was also very upset. I advised both of them that I couldn't replace the sink because it had over the three months and there is no sign of manufacturer defects on the sink. I told them that I was willing to put in a sink they had to purchase elsewhere. They both said that I needed to replace the sink. I have no problem putting in a sink as long as they purchase it somewhere else. The leak in the pipes I don't know what she is talking about, I checked that together with Mr. [redacted] and it wasn't leaking and the plug that I moved for them, I believe that they need new sheetrock on that wall because the wall was already damaged when I put the plug there. I moved the plug for them at no cost and I don't feel I should change out the sheetrock for them because it was already damaged and it wasn't part of the job I never said I would.Sincerely yours,[redacted]

This is all the follow up work we have done for the [redacted] family.  As you can see on the attachment we scheduled a first and second visit with Mrs. [redacted] to replace the sink.   We took a template of the existing sink on March 15, 2017 so a new one could be ordered and replaced.  On March 22, 2017 we successfully installed the new sink.  On March 24,  Mrs. [redacted] called and said the water pressure was low.  We scheduled and appointment for March 25, 2017 to check the water pressure to find that the pipes are dirty and she was advice of the findings.  Then she called us again to say we didn't silicone the entire sink properly that there was silicone missing in a small area.  We schedule another visit on April 1, 2017 to silicone those areas.