Italgranite, LLC

Business response taken over the phone by Revdex.com staff 4/3/They will agree to send a check for $directly to the consumer as a good will gestureIt will be mailed out today

Consumer sent the following response:Here is what has taken place since they called me after initial complaint.Doriana the owner came over and we discussed issues that I complained about with granite He brought a tool in to try to smooth edges on granite It made it a little better than they were-but not same as what it would have been if done at shop He didn't act like he wanted to replace piece of granite that doesn't match and looks awkward He also stated that fracture should be ok since I put a support under it He didn't put in writing though He offered to put in a small piece of granite in my utility area in place of replacing mismatched counter Later in day I spoke to my wife and she said that was not acceptable to her So I called over and spoke with Janelle and explained situation- she agreed and said she would let the owners know what we wanted done She was suppose to call me on Friday to let me know what they were going to call I called there on Friday the 22nd and Saturday 23rd left a message for a return call on both days and have not been called back I guess they do not want to correct issue so I have contacted my credit card company and plan to contact attorney I feel like we received a poor job and have been put through a lot of nonsense with this company I have given them opportunities to fix this situation and have had to miss work to do so I paid a lot of money for this job and expected a god result-not the case Thanks, ***

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 Regards, [redacted]

Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 3/12/15.To Whom It May Concern:As members of the Marble Institute of America, there areno codes which states that the overhang on an undermountsink needs to be level with the sink rim Undermount sinks canbe installed with or without an overhang depending on thecustomers’ preferencesTypical measurements are 1/or 1/8inch over the rim of the sinkInstallers sometimes createoverhangs as much as 3/inchOverhangs allow good drainageof liquid and food debris from the countertop into the sink,while also covering installation hardware and caulk lines usedto seal around the perimeter of the sinkIf a new sink isinstalled in the future, the overhang gives some leeway inchoosing the size of the replacement sinkThere may be a codefor plumbing but not when it comes to the granite installation.Like mentioned above, it is all customer preference.During the templating appointment, the owner discussed acompletion date, terms of payment, and the scope of theinstallation with Mrs [redacted] At that time, she nevermentioned that she wanted the granite overhang to be levelwith the sink rimTherefore, we proceeded with our normalcut and fabrication process.When we received an email from Mrs [redacted] , weimmediately set up an appointment to have the owner visit herhome to discuss all of the above information with herHe alsop2informed her that if she would like the overhang to be changed,it would require that we remove her countertop and bring itback to our shop to re-cut and fabricateFor her convenience,we also offered to have the finished countertop installed in nomore than two daysShe declined and requested that wereimburse her $By refunding her $500.00, it would notsolve the problemTherefore, I do not feel that is this is a fairresolution.Intalganite, LLC

I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Italgranite has falsified information in their response backFirst, I never stated that I did not like the countertop or demanded my countertops be replacedWhat I did state was it was not what it was intended to be. Meaning, the properties of White Macubas quartzite were not the properties of my countertopsI had talked to several distributors about quartzite properties and it appeared to me that the product installed by italgranite was not what they claimed it wasThe quartzite should not get heat stained rings, scratch super easily or chip when a glass falls on it, and the glass not even breakThat isn't even half of itThey had originally told me they got their product from MontWhen I called Mont to discuss the product, Italgranite called me to tell me they got it from UnitedWhen I had called earlier that day, they told me their only distrubor was MontI found that very interesting they said one thing and it was anotherThey never even asked me to come see my countertops, so that part about coming out three weeks later is falseFor that to be true, they would have actually had to call me back. Even on 4-26, they still claimed to me they got it from Mont which apparently they had forgotten they had called me back to tell me they got it from UnitedCristina stated she had "no way of knowing where she got what"Anyways, all of those details are in my original complaint so I will not be re-writing them hereWhat I find a great representation of their company is my first phone call by them (that I'm aware of and the only reason I'm aware is because my fiancé put their number in his phone as Granite) was 4-They called his phone and did not leave a voicemailThen they called my phone and did not leave a voicemailI then called them back after thatTheir claims that they called multiple times and I ignored their calls IS NOT TRUEAnd, that is exactly what they wanted to say, that they called and we did not answerThey were not concerned about making the situation better because if they were, they would have left a voicemailOh, and they would have not waited FOUR MONTHS TO CALL ME BACKWhen I had originally gone through this they told me they would call me back by a MondayNEVER DIDI even heard Cristina tell her employee Taylor to get off the phone with meSHADY COMPANY, SHADY BUSINESSUNPROFESSIONALAll they wanted to do was to come out, look at the countertops and verify that it was the product they sold me to tell Revdex.com that the customer was wrongI still baby my countertops by putting towels down before I place anything on it to prevent scratchesNothing gets applied directly to the countertopsIs that quartzite??? NoTheir unwillingness to work with me, return a phone call, shout at me while on the phone, or tell their employess to get off the phone with me, etc is not how to treat a customerYou don't call back months later and lie stating you have been trying to get ahold of them for months on the Revdex.com with no voicemail EVER LEFT and tell the customer 4-that you have been busy and that is why you haven't calledFuture customers reading this, I warn you of this companyDo not buy any product from themNot only is their quartzite/quartz/marble etc sub-par, but if you ever have a problem, they will not stand behind their productThey will treat you poorly in the process and leave you with what you did not pay for Good for this company that their way of dealing with a customer is to ignore them until they go away through defeat and frustrationTheir claim that we will not pursue this any further is true, but we are now informed consumers that will not have this happen to us againFuture customers, don't let this happen to you!

To Whom It May Concern,In regards to complaint submitted by *** *** on 2/1/2017, Italgranite, LLC installed White Macubus, a quartz-side stone, at *** *** *** *** *** *** *** in October In January 2017, *** *** called Italgranite and stated that
she did not like White Macubus quartzside anymore and would like a refund for the total amount When asking the reason, *** *** claimed that the White Macubus quartzside is not good and gets scratches all overItalgranite has installed this exact stone in over other properties and have not had any complaints about it Italgranite offered to go to *** ***'s home and look at the complaint regarding the White Macubus, but would not be able to get there for approx weeks due to our schedule *** *** then requested that Italgranite refund her money to her, before we even saw the white macubus *** *** then filed a complaint with the Revdex.com Italgranite has tried to call *** *** on several occasions without any response. The week of April 17, 2017, Italgranite contacted both *** * *** *** and was told to please not call them anymore that they are fine and do not need anything from us Italgranite was also told by *** *** that they would not be filing anymore complaints and to leave them alone

We got in touch with the customer and set up an appointment to discuss issues.  The appointment is scheduled for 1/18/16 at 10am.

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. 
Regards,
[redacted]

Business responded to complaint.  See attached.Business response also copied and pasted below by Revdex.com staff 3/12/15.To Whom It May Concern:As members of the Marble Institute of America, there areno codes which states that the overhang on an undermountsink needs to be level with the sink rim....

Undermount sinks canbe installed with or without an overhang depending on thecustomers’ preferences. Typical measurements are 1/4 or 1/8inch over the rim of the sink. Installers sometimes createoverhangs as much as 3/8 inch. Overhangs allow good drainageof liquid and food debris from the countertop into the sink,while also covering installation hardware and caulk lines usedto seal around the perimeter of the sink. If a new sink isinstalled in the future, the overhang gives some leeway inchoosing the size of the replacement sink. There may be a codefor plumbing but not when it comes to the granite installation.Like mentioned above, it is all customer preference.During the templating appointment, the owner discussed acompletion date, terms of payment, and the scope of theinstallation with Mrs[redacted]. At that time, she nevermentioned that she wanted the granite overhang to be levelwith the sink rim. Therefore, we proceeded with our normalcut and fabrication process.When we received an email from Mrs[redacted], weimmediately set up an appointment to have the owner visit herhome to discuss all of the above information with her. He alsop2informed her that if she would like the overhang to be changed,it would require that we remove her countertop and bring itback to our shop to re-cut and fabricate. For her convenience,we also offered to have the finished countertop installed in nomore than two days. She declined and requested that wereimburse her $500.00. By refunding her $500.00, it would notsolve the problem. Therefore, I do not feel that is this is a fairresolution.Intalganite, LLC

Business response taken over the phone by Revdex.com staff 4/3/15. They will agree to send a check for $500 directly to the consumer as a good will gesture. It will be mailed out today.

Consumer sent the following response:Here is what has taken place since they called me after initial complaint.Doriana the owner came over and we discussed issues...

that I complained about with granite.  He brought a tool in to try to smooth edges on granite.  It made it a little better than they were-but not same as what it would have been if done at shop.  He didn't act like he wanted to replace piece of granite that doesn't match and looks awkward.  He also stated that fracture should be ok since I put a support under it.  He didn't put in writing though.  He offered to put in a small piece of granite in my utility area in place of replacing mismatched counter.  Later in day I spoke to my wife and she said that was not acceptable to her.  So I called over and spoke with Janelle and explained situation- she agreed and said she would let the owners know what we wanted done.  She was suppose to call me on Friday to let me know what they were going to do-no call.  I called there on Friday the 22nd and Saturday 23rd left a message for a return call on both days and have not been called back.  I guess they do not want to correct issue so I have contacted my credit card company and plan to contact attorney.  I feel like we received a poor job and have been put through a lot of nonsense with this company.  I have given them 3 opportunities to fix this situation and have had to miss work to do so.  I paid a lot of money for this job and expected a god result-not the case.  Thanks, [redacted]