In response to your request for additional information: Warranty: No warranty was providedHowever would one not expect a granite counter to last at least years with out flaking? As stated in the attached correspondence, I have no issue with wear & tearIf there was not a issue with the slab, why will Italian Marble & Granite not respond to emails? Thank you for your assistance [redacted] ***
Mark called to respondHe stated: This has been handed over to our attorney for collection as page 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 proposalInstallation was corrected even though he is the one who provided the wrong overhang information
Dear ***, As you are aware Italian Marble & Granite, Inchas an A+ rating with your agencyWe pride ourselves on the quality of the work we doMr***'s kitchen was installed on March 19, (see attached invoice#***)It is our standard company practice for Italian marble & granite to take the following steps with all customers: Client views and selects slabs that are specifically to be used on their projects A comprehensive proposal is generated outlining what the client is purchasing Contracts are issued upon acceptance of our proposal(see attached contract item #which specifically covers the warranty) All clients sign this contract and are issued a copy for their records Upon receiving a phone call from Mr***, [redacted] in my office had one of our lead installers stop in for a service call to assess the situationOur installer [redacted] found that the sink opening was chipped and damaged due to client useCosmic Black granite is a soft granite and when hit with pots and pans will get damagedThe counter top surfaces looked for a kitchen that is 6-1/years old and has never been serviced by Italian Marble & graniteMr [redacted] was not satisfied with this answerSo we sent out our shop foreman [redacted] to look at the counter topsHe also had the same finding as our installerOn June 18, 2014, [redacted] the owner of an independent stone restoration company went to look at Mr***'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***'s complaintI 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/years agoItalian 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 years laterThe surface of the cosmic Black granite is consistent with years of useThe pitting in the stone is consistent with Cosmic black granite in We all expect everything forever, and with proper care and maintenance it canThat is not to say as an example your Porsche won't last years, but you needed to have it serviced properly when something is wrong and pay for it accordinglyIn an attempt to assist Mr***, Italian Marble & granite is willing to repair the damaged area around the sink at a reduced cost of $plus sales taxI look forward to your responseThank You, Italian Marble and Granite Mr [redacted] K [redacted] President
The entire time I communicated with this company the amount referred to was $4, They never explained what the $amount wasWe feel that this is their practice and they try to slide something by the customerThat's not how you do business
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 wordApparently, 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 optionAfter I paid the $4,in full, I thought that was it, until the surprise call a few weeks backAlso, 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,laser to measure, I just watched [redacted] the installer even attested that this has happened beforeMark 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 wrongHence, the granite was not installedI 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 graniteWho 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 $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 beforeWhere they add in a line item for an option, but don't total it in the grand totalI 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 mistakeWe just received a letter from their attorney stating they will file a lien again our homeCould 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]
In response to your request for additional information: Warranty: No warranty was providedHowever would one not expect a granite counter to last at least years with out flaking? As stated in the attached correspondence, I have no issue with wear & tearIf there was not a issue with the slab, why will Italian Marble & Granite not respond to emails? Thank you for your assistance [redacted] ***
Mark called to respondHe stated: This has been handed over to our attorney for collection as page 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 proposalInstallation was corrected even though he is the one who provided the wrong overhang information
Dear ***, As you are aware Italian Marble & Granite, Inchas an A+ rating with your agencyWe pride ourselves on the quality of the work we doMr***'s kitchen was installed on March 19, (see attached invoice#***)It is our standard company practice for Italian marble & granite to take the following steps with all customers: Client views and selects slabs that are specifically to be used on their projects A comprehensive proposal is generated outlining what the client is purchasing Contracts are issued upon acceptance of our proposal(see attached contract item #which specifically covers the warranty) All clients sign this contract and are issued a copy for their records Upon receiving a phone call from Mr***, [redacted] in my office had one of our lead installers stop in for a service call to assess the situationOur installer [redacted] found that the sink opening was chipped and damaged due to client useCosmic Black granite is a soft granite and when hit with pots and pans will get damagedThe counter top surfaces looked for a kitchen that is 6-1/years old and has never been serviced by Italian Marble & graniteMr [redacted] was not satisfied with this answerSo we sent out our shop foreman [redacted] to look at the counter topsHe also had the same finding as our installerOn June 18, 2014, [redacted] the owner of an independent stone restoration company went to look at Mr***'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***'s complaintI 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/years agoItalian 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 years laterThe surface of the cosmic Black granite is consistent with years of useThe pitting in the stone is consistent with Cosmic black granite in We all expect everything forever, and with proper care and maintenance it canThat is not to say as an example your Porsche won't last years, but you needed to have it serviced properly when something is wrong and pay for it accordinglyIn an attempt to assist Mr***, Italian Marble & granite is willing to repair the damaged area around the sink at a reduced cost of $plus sales taxI look forward to your responseThank You, Italian Marble and Granite Mr [redacted] K [redacted] President
The entire time I communicated with this company the amount referred to was $4, They never explained what the $amount wasWe feel that this is their practice and they try to slide something by the customerThat's not how you do business
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 wordApparently, 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 optionAfter I paid the $4,in full, I thought that was it, until the surprise call a few weeks backAlso, 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,laser to measure, I just watched [redacted] the installer even attested that this has happened beforeMark 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 wrongHence, the granite was not installedI 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 graniteWho 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 $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 beforeWhere they add in a line item for an option, but don't total it in the grand totalI 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 mistakeWe just received a letter from their attorney stating they will file a lien again our homeCould 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]