H B Homes Inc

Initial Business Response /* (1000, 11, 2015/08/03) */
As the General Manager, I was contacted by Ms*** in Juneat that time she was already upset and felt she was not treated as she should have beenThat has since been resolved with a change in Customer Service personnel
With respect to
the product, she was informed by her home improvement contractor that the manufactured stone veneer was "defective"The product was not defective and passed all *** testing that is done by batch in our local Colorado factoryHowever, as Ms*** described her problem and her expectations it seems there were two batches of product in the same style and color in her orderOne appeared to be well within ACexpectations for aesthetics - including bug holes - and one that was not
We replaced Ms*** stone and additionally provided extra stone to ensure her contractor would pick out the specific stones that she wanted for her fireplaceOnce that stone was issued we have not heard back from Ms***
We apologize for the frustration and inconvenience *** received as a result of the interaction with one of our staffOur team strives to provide a positive experience for all of our customers, but in this case we missed the mark
Initial Consumer Rebuttal /* (3000, 13, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the company did replace the materials, there are no "bug holes" in any of the samples shown in the store, and no holes in any of the pictures in their brochuresThey continue to say that the holes are an acceptable part of the process30% of my stone had holes in it while the remaining 70% did notIn the new batch, while there were holes, they were less than the original batch providedI think that for future customers and accurate samples, they need to include stone with holes in it in their samples, put in writing that the stone will have holes in it, and appropriately and fully inform the consumer