Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I did reply to your responseI am not satisfied Regards, [redacted] ***
We are a granite/quartz countertop company that works with multiple builders and cabinet companies alikeWe were also contracted with several Lowes stores to fabricate and install their brand of quartz countersIn January 2015, this customer placed an order with Lowes for a quartz color that we
were informed was damaged at the Canadian supplier. Our company notified this customer, as well as the Lowes store, that the color choice was going to be re-produced at the mill, and the customer was given the choice to change to a different color, so that the homeowner’s counters could be installed sooner. We did not ask the customer if they were willing to accept the damaged material, as we had already rejected that the material be sent to us. The damaged material was never received in our shopThe customer made the decision to wait for his/her original color choice to be re-manufactured. The customer states that the sink was scratched, but the sink was an existing sink. There is no proof that the scratch was not existing as well. This brand of quartz is marketed by Lowes, not our company. Our material orders and all handling of money and payments are controlled by LowesTherefore, our company did not have any of the payment made by the customer with which to refund them. Lowes solely handles any refunds due to a customer. We have been informed that the customer has kept the countertops and that Lowes has refunded the full amount of the customer’s payment
Don't know what more they wantThey admit that there money was refunded and they kept the original topsWe would notgo back to house to remove tops because of ill treatment by home ownerLowes takes of thatWe did not get paid for anything.Material would have been warranted if there was damageSink was scratched by customer and a year oldCustomer was givenopportunity to choose another color but refused, hence the long delay.Thank you
When the quartz counter finally arrived, they were noticeably damagedThey had production lines running throughoutDespite their claims of not damaging the sink, my husband heard the noise as he was steps away from the kitchenIt was scratched. They denied thisThey also scratched our walls during instillationThe walls are wood and original to the house and can't be perfectly restored. The counters were uneven at the seams as well. My husband was not going to sign the work order but was assured that the warranty was in place and would be honored. One of the counters had a white chip in the dark counterThe installers were using a black marker to try to conceal thisIt would seem to me that after waiting for nearly months that the owner would have come out to observe the damage and shoddy instillationLowe's Management team came out and took photos and agreed that this was poor workmanship from the fabricating to the instillationThe owner of Granite Encounters was rude and quite frankly "always on vacation" when we called to speak to him. We were very satisfied with Lowes response and handling of the situationThey did offer us a refund and we did keep the countersLowes wouldn't take them and Granite Encounters didn't offer to come and get themWho would want damaged counters? I find the response from Granite Encounters so arrogantThey put all the own ess on LowesThey don't careThey got their moneyI would think they would care about their reputation, but apparently they only care about getting paid, not customer satisfactionThank you for allowing me to clarify.*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did reply to your response. I am not satisfied.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I did reply to your responseI am not satisfied Regards, [redacted] ***
We are a granite/quartz countertop company that works with multiple builders and cabinet companies alikeWe were also contracted with several Lowes stores to fabricate and install their brand of quartz countersIn January 2015, this customer placed an order with Lowes for a quartz color that we
were informed was damaged at the Canadian supplier. Our company notified this customer, as well as the Lowes store, that the color choice was going to be re-produced at the mill, and the customer was given the choice to change to a different color, so that the homeowner’s counters could be installed sooner. We did not ask the customer if they were willing to accept the damaged material, as we had already rejected that the material be sent to us. The damaged material was never received in our shopThe customer made the decision to wait for his/her original color choice to be re-manufactured. The customer states that the sink was scratched, but the sink was an existing sink. There is no proof that the scratch was not existing as well. This brand of quartz is marketed by Lowes, not our company. Our material orders and all handling of money and payments are controlled by LowesTherefore, our company did not have any of the payment made by the customer with which to refund them. Lowes solely handles any refunds due to a customer. We have been informed that the customer has kept the countertops and that Lowes has refunded the full amount of the customer’s payment
Don't know what more they wantThey admit that there money was refunded and they kept the original topsWe would notgo back to house to remove tops because of ill treatment by home ownerLowes takes of thatWe did not get paid for anything.Material would have been warranted if there was damageSink was scratched by customer and a year oldCustomer was givenopportunity to choose another color but refused, hence the long delay.Thank you
When the quartz counter finally arrived, they were noticeably damagedThey had production lines running throughoutDespite their claims of not damaging the sink, my husband heard the noise as he was steps away from the kitchenIt was scratched. They denied thisThey also scratched our walls during instillationThe walls are wood and original to the house and can't be perfectly restored. The counters were uneven at the seams as well. My husband was not going to sign the work order but was assured that the warranty was in place and would be honored. One of the counters had a white chip in the dark counterThe installers were using a black marker to try to conceal thisIt would seem to me that after waiting for nearly months that the owner would have come out to observe the damage and shoddy instillationLowe's Management team came out and took photos and agreed that this was poor workmanship from the fabricating to the instillationThe owner of Granite Encounters was rude and quite frankly "always on vacation" when we called to speak to him. We were very satisfied with Lowes response and handling of the situationThey did offer us a refund and we did keep the countersLowes wouldn't take them and Granite Encounters didn't offer to come and get themWho would want damaged counters? I find the response from Granite Encounters so arrogantThey put all the own ess on LowesThey don't careThey got their moneyI would think they would care about their reputation, but apparently they only care about getting paid, not customer satisfactionThank you for allowing me to clarify.*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did reply to your response. I am not satisfied.
Regards,
[redacted]