Let’s look at the facts of Mr***’s complaint
1. Mr*** was informed at the time of purchase on the properties of Cosmic black graniteThe pits in the face are completely acceptable. The pits are due to various minerals in the stone.
2. When we first installed the counter tops in we were never contacted in reference to “flaking” of his counter tops. Our company responds to any and all service calls in a timely fashion3. Our warranty that Mr*** received prior to fabrication of these tops specifically addresses what is coveredMr*** even told the Revdex.com that he was aware that the warranty period had expired, but proceeded filing a claim regardless
4. Unfortunately due to personal health issues I was unable to personally get involved with this situation. My staff addressed his concerns as well as visiting his home to review the counter tops prior to June 17th,
5. As I have previously stated, we are willing to assist Mr*** by repairing his chips around the sink at a reduced cost
Sincerely, Italian Marble & Granite, Inc
*** K*** President
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Revdex.com<
I am certain Italian Marble & Granite would have an A+ rating with the Revdex.com as the installation was excellent and the professionalism of the technicians outstanding. Additionally when a granite counter is so well installed a customer would have no reason to contact them unless they required repair for chipping.
My issues are:
1. At the time of purchase, why were we not informed that Cosmic Black was a soft granite & subject to flacking. (Is there some significance to stone from 2008 being a problem? Note the reference to pitting being consistent with stone of that year)
2. I have no issue with them regarding the chipping around the sink area as it is normal from hits from pots & pans thus requiring service. Naturally at my expense.
3. Continued flaking is still my primary concern.
4. Why did they not respond to my emails of June 17 & June 30? (This is why I filed the complaint with the Revdex.com)
5. With the exception of the chipping around the sink, what service/maintenance schedule would Italian Granite & Marble perform other than the cleaning & polishing we do on a regular basis with their recommend products?
6. Sometime ago they did come out to repair a chip by our stove caused by my wife dropping a glass dish & did an excellent job. To Mr. [redacted] comment regarding my Porsche, it is a 1986 totally restored and with full service on a regular basis (28 years old) as is my 1967 Austin Healey 3000 Mk III (47 years old)
I understand maintenance & paying for it. Summery:
I understand they are in business to make a profit and appeasing a customer would impact their bottom line. However,Bad piece of stone flaking, unhappy consumer, no resolution, hiding behind a warranty & lack of communication. Would Mr. [redacted] what this piece of stone in his home?
Thank you for your assistance. Regards, [redacted] G. [redacted]
In response to your request for additional information: Warranty: No warranty was provided. However would one not expect a granite counter to last at least 20 years with out flaking? As stated in the attached correspondence, I have no issue with normal wear & tear. If there was not a...
issue with the slab, why will Italian Marble & Granite not respond to emails? Thank you for your assistance. [redacted]
In regards to our complaint against Italian Marble and Granite, please see the email exchange below on May 12th.Their employee Kathy M[redacted] noted in the email that the 3cm option was a typo.Unfortunately, I never had them send me a new order form, I took her word. Apparently, they are now telling me that there is an up charge for the color granite that we selected.Why would they not list that in the total??....it was not an option for us...that was the color we selected and we were never told that the color we selected was an option. After I paid the $4,495 in full, I thought that was it, until the surprise call a few weeks back. Also, when they came out to our home to install the granite on the bar top, they measured incorrectly.When the installers came out with the actual granite to install (one week after the measure), the dimensions were all wrong. [redacted] the installer called the owner Mark (as he was there trying to install the wrong granite) and he wanted [redacted] to blame that on us.....I didn't use their fancy $3,000 laser to measure, I just watched. [redacted] the installer even attested that this has happened before. Mark the owner sent out his daughter to measure, she seemed to have a difficult time measuring it.I even had to give her a step stool so she can see the top of her tripod, on which her fancy measuring device sat. If you ask the installers, they CLEARLY said this happens a lot, they measure wrong. Hence, the granite was not installed.
I sent them an email explaining how upset we were that the owner blamed the measure on us.What customer measures their own granite....ridiculous!!!! I did give them a suggestion on how it could be corrected without throwing away all of that granite. Who even does that!!!!!!!...customers are not to offer solutions for an installers mistakes.My wife was furious with me that I even offered up a solution to their error.My wife wanted them to start over, and I didn't want them to waste all that material.My suggested solution, was ACTUALLY what they used to finally install the granite on our bar top.
NOW we feel that they want to charge us more because of their error, and since they never actually corrected the original invoice....Now they want to stick us with another $735 bill???What do we do now?
Hopefully you can help.I have heard from other customers that they have done this type of billing practice before. Where they add in a line item for an option, but don't total it in the grand total.
I have spoke to two other granite vendors and showed them this bill...they BOTH (without hesitation) said "Mark is notorious for that". We definitely feel that we are being cheated and he is trying to re-coop money for their mistake. We just received a letter from their attorney stating they will file a lien again our home. Could they actually do that? Should I contact that attorney, or is that something you do?
the attorney for Italian Marble and Granite is [redacted]Please advise.Sincerely,[redacted]
[redacted]
stated: This has been handed over to our attorney for collection as page 2 of the proposal is clearly signed twice by Mr. [redacted] and it clearly states he ordered Black Galaxy Granite which is clearly the upgrade price on the proposal. Installation was corrected even though he is the one who provided the wrong overhang information.
Dear [redacted],
As you are aware Italian Marble & Granite, Inc. has an A+ rating with your agency. We pride ourselves on the quality of the work we do. Mr. [redacted]'s kitchen was installed on March 19, 2008 (see attached invoice#[redacted]). It is our standard company practice
for Italian marble & granite to take the following steps with all customers:
1. Client views and selects slabs that are specifically to be used on their projects
2. A comprehensive proposal is generated outlining what the client is purchasing
3. Contracts are issued upon acceptance of our proposal. (see attached contract item #10 which specifically covers the warranty).
4. All clients sign this contract and are issued a copy for their records.
Upon receiving a phone call from Mr. [redacted], [redacted] in my office had one of our lead installers stop in for a service call to assess the situation. Our installer [redacted] found that the sink opening was chipped and damaged due to client use. Cosmic Black granite is a soft granite and when hit with pots and pans will get damaged. The counter top surfaces looked normal for a kitchen that is 6-1/2 years old and has never been serviced by Italian Marble & granite. Mr. [redacted] was not satisfied with this answer. So we sent out our shop foreman [redacted] to look at the counter tops. He also had the same finding as our installer. On June 18, 2014, [redacted] the owner of an independent stone restoration company went to look at Mr. [redacted]'s kitchen. [redacted] called me later to tell me that the kitchen looked fine based on the stone Mr. [redacted] selected. [redacted] also asked if we ever serviced this counter tops prior to Mr. [redacted]'s complaint. I responded "we never heard from him in 6-1/2" years." Summary and solution:
Unfortunately Mr. [redacted] appears to be unhappy with a stone he selected and approved 6-1/2 years ago. Italian Marble & granite was never contacted for a service call to assess the damage they caused at the edge of the sink opening until this year approximately 6 years later. The surface of the cosmic Black granite is consistent with 6 years of use. The pitting in the stone is consistent with Cosmic black granite in 2008. We all expect everything forever, and with proper care and maintenance it can. That is not to say as an example your 2008 Porsche won't last 20 years, but you needed to have it serviced properly when something is wrong and pay for it accordingly. In an attempt to assist Mr. [redacted], Italian Marble & granite is willing to repair the damaged area around the sink at a reduced cost of $175.00 plus sales tax. I look forward to your response. Thank You, Italian Marble and Granite Mr. [redacted] K. [redacted] President
The entire time I communicated with this company the amount referred to was $4,495 They never explained what the $735 amount was. We feel that this is their practice and they try to slide something by the customer.
That's not how you do business.
Let’s look at the facts of Mr***’s complaint
1. Mr*** was informed at the time of purchase on the properties of Cosmic black graniteThe pits in the face are completely acceptable. The pits are due to various minerals in the stone.
2. When we first installed the counter tops in we were never contacted in reference to “flaking” of his counter tops. Our company responds to any and all service calls in a timely fashion3. Our warranty that Mr*** received prior to fabrication of these tops specifically addresses what is coveredMr*** even told the Revdex.com that he was aware that the warranty period had expired, but proceeded filing a claim regardless
4. Unfortunately due to personal health issues I was unable to personally get involved with this situation. My staff addressed his concerns as well as visiting his home to review the counter tops prior to June 17th,
5. As I have previously stated, we are willing to assist Mr*** by repairing his chips around the sink at a reduced cost
Sincerely, Italian Marble & Granite, Inc
*** K*** President
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Revdex.com<
I am certain Italian Marble & Granite would have an A+ rating with the Revdex.com as the installation was excellent and the professionalism of the technicians outstanding. Additionally when a granite counter is so well installed a customer would have no reason to contact them unless they required repair for chipping.
My issues are:
1. At the time of purchase, why were we not informed that Cosmic Black was a soft granite & subject to flacking. (Is there some significance to stone from 2008 being a problem? Note the reference to pitting being consistent with stone of that year)
2. I have no issue with them regarding the chipping around the sink area as it is normal from hits from pots & pans thus requiring service. Naturally at my expense.
3. Continued flaking is still my primary concern.
4. Why did they not respond to my emails of June 17 & June 30? (This is why I filed the complaint with the Revdex.com)
5. With the exception of the chipping around the sink, what service/maintenance schedule would Italian Granite & Marble perform other than the cleaning & polishing we do on a regular basis with their recommend products?
6. Sometime ago they did come out to repair a chip by our stove caused by my wife dropping a glass dish & did an excellent job. To Mr. [redacted] comment regarding my Porsche, it is a 1986 totally restored and with full service on a regular basis (28 years old) as is my 1967 Austin Healey 3000 Mk III (47 years old)
I understand maintenance & paying for it. Summery:
I understand they are in business to make a profit and appeasing a customer would impact their bottom line. However,Bad piece of stone flaking, unhappy consumer, no resolution, hiding behind a warranty & lack of communication. Would Mr. [redacted] what this piece of stone in his home?
Thank you for your assistance. Regards, [redacted] G. [redacted]
In response to your request for additional information: Warranty: No warranty was provided. However would one not expect a granite counter to last at least 20 years with out flaking? As stated in the attached correspondence, I have no issue with normal wear & tear. If there was not a...
issue with the slab, why will Italian Marble & Granite not respond to emails? Thank you for your assistance. [redacted]
In regards to our complaint against Italian Marble and Granite, please see the email exchange below on May 12th.Their employee Kathy M[redacted] noted in the email that the 3cm option was a typo.Unfortunately, I never had them send me a new order form, I took her word. Apparently, they are now telling me that there is an up charge for the color granite that we selected.Why would they not list that in the total??....it was not an option for us...that was the color we selected and we were never told that the color we selected was an option. After I paid the $4,495 in full, I thought that was it, until the surprise call a few weeks back. Also, when they came out to our home to install the granite on the bar top, they measured incorrectly.When the installers came out with the actual granite to install (one week after the measure), the dimensions were all wrong. [redacted] the installer called the owner Mark (as he was there trying to install the wrong granite) and he wanted [redacted] to blame that on us.....I didn't use their fancy $3,000 laser to measure, I just watched. [redacted] the installer even attested that this has happened before. Mark the owner sent out his daughter to measure, she seemed to have a difficult time measuring it.I even had to give her a step stool so she can see the top of her tripod, on which her fancy measuring device sat. If you ask the installers, they CLEARLY said this happens a lot, they measure wrong. Hence, the granite was not installed.
I sent them an email explaining how upset we were that the owner blamed the measure on us.What customer measures their own granite....ridiculous!!!! I did give them a suggestion on how it could be corrected without throwing away all of that granite. Who even does that!!!!!!!...customers are not to offer solutions for an installers mistakes.My wife was furious with me that I even offered up a solution to their error.My wife wanted them to start over, and I didn't want them to waste all that material.My suggested solution, was ACTUALLY what they used to finally install the granite on our bar top.
NOW we feel that they want to charge us more because of their error, and since they never actually corrected the original invoice....Now they want to stick us with another $735 bill???What do we do now?
Hopefully you can help.I have heard from other customers that they have done this type of billing practice before. Where they add in a line item for an option, but don't total it in the grand total.
I have spoke to two other granite vendors and showed them this bill...they BOTH (without hesitation) said "Mark is notorious for that". We definitely feel that we are being cheated and he is trying to re-coop money for their mistake. We just received a letter from their attorney stating they will file a lien again our home. Could they actually do that? Should I contact that attorney, or is that something you do?
the attorney for Italian Marble and Granite is [redacted]Please advise.Sincerely,[redacted]
[redacted]
Mark called to respond. He...
stated: This has been handed over to our attorney for collection as page 2 of the proposal is clearly signed twice by Mr. [redacted] and it clearly states he ordered Black Galaxy Granite which is clearly the upgrade price on the proposal. Installation was corrected even though he is the one who provided the wrong overhang information.
Dear [redacted],
As you are aware Italian Marble & Granite, Inc. has an A+ rating with your agency. We pride ourselves on the quality of the work we do. Mr. [redacted]'s kitchen was installed on March 19, 2008 (see attached invoice#[redacted]). It is our standard company practice
for Italian marble & granite to take the following steps with all customers:
1. Client views and selects slabs that are specifically to be used on their projects
2. A comprehensive proposal is generated outlining what the client is purchasing
3. Contracts are issued upon acceptance of our proposal. (see attached contract item #10 which specifically covers the warranty).
4. All clients sign this contract and are issued a copy for their records.
Upon receiving a phone call from Mr. [redacted], [redacted] in my office had one of our lead installers stop in for a service call to assess the situation. Our installer [redacted] found that the sink opening was chipped and damaged due to client use. Cosmic Black granite is a soft granite and when hit with pots and pans will get damaged. The counter top surfaces looked normal for a kitchen that is 6-1/2 years old and has never been serviced by Italian Marble & granite. Mr. [redacted] was not satisfied with this answer. So we sent out our shop foreman [redacted] to look at the counter tops. He also had the same finding as our installer. On June 18, 2014, [redacted] the owner of an independent stone restoration company went to look at Mr. [redacted]'s kitchen. [redacted] called me later to tell me that the kitchen looked fine based on the stone Mr. [redacted] selected. [redacted] also asked if we ever serviced this counter tops prior to Mr. [redacted]'s complaint. I responded "we never heard from him in 6-1/2" years." Summary and solution:
Unfortunately Mr. [redacted] appears to be unhappy with a stone he selected and approved 6-1/2 years ago. Italian Marble & granite was never contacted for a service call to assess the damage they caused at the edge of the sink opening until this year approximately 6 years later. The surface of the cosmic Black granite is consistent with 6 years of use. The pitting in the stone is consistent with Cosmic black granite in 2008. We all expect everything forever, and with proper care and maintenance it can. That is not to say as an example your 2008 Porsche won't last 20 years, but you needed to have it serviced properly when something is wrong and pay for it accordingly. In an attempt to assist Mr. [redacted], Italian Marble & granite is willing to repair the damaged area around the sink at a reduced cost of $175.00 plus sales tax. I look forward to your response. Thank You, Italian Marble and Granite Mr. [redacted] K. [redacted] President
The entire time I communicated with this company the amount referred to was $4,495 They never explained what the $735 amount was. We feel that this is their practice and they try to slide something by the customer.
That's not how you do business.