On February 3, 2015, [redacted] purchased a countertop from Troy Granite The purchase included a full height backsplash in matching granite The granite countertops were installed on March At that time, we advised Ms [redacted] to withhold her final payment until the entire project was completed We were scheduled to install the full height granite backsplash on March During the fabrication process, the stone for the full height backsplash broke This does happen at times When it occurs, we simply use a new piece In this case, unfortunately, there was no more of the same shipment of stone to replace the piece with We called the customer immediately to inform her and give her several options We had other shipments of the same stone, but, as they were different shipments, they were not an exact match We suggested that Ms [redacted] come to our showroom to see the options available We offered 1.) to use another shipment of the same stone, 2.) to use another stone of her choice as a backsplash, or 3.) to install a tile backsplash instead of the granite She selected a couple of stones and tile backsplashes that she liked; all of which were a higher cost than the original granite We informed her that we would not charge anything extra despite the higher price points Ms [redacted] came back and made a final selection, electing to have us install a tile backsplash Three days after the tile was ordered, she called to ask if it had been ordered When she was informed that the tile had been ordered, she said that she had been thinking about doing something different, but that the tile would be fine On April 7th, Troy Granite installed the tile backsplash for Ms [redacted] After the last tile was set and installed, she stated that she did not like the tile and wanted us to remove it and install something different After telling her that we could not do so, she became very rude with our tile crew Finally, after much discussion we agreed to remove the tile backsplash We removed all of the tile After discussing the situation with Ms [redacted] , she said that she wanted us to install a different backsplash We let her know that we could do so, but that this time we would need to charge her for it as we had already installed the first backsplash at no extra charge She became quite rude and said that she would not pay for the backsplash since it was included in her original agreement We told her that if she was unwilling to pay for the new backsplash, that we would adjust her remaining balance to only reflect the granite countertops and would waive the cost of the backsplash, despite having ordered and installed the tile She said that she would call in a few days to make her payment After several days passed, we called Ms [redacted] again to request the final payment At that time she said that she would not pay the remaining balance and wanted us to remove the countertops and refund her deposit We informed her that since the countertops were cut and installed, we could not refund her deposit and that the final balance was due After approximately weeks passed with no payment, we called her again She again refused to pay the remaining balance and said that she wanted her deposit back We again informed her that we would not be refunding the deposit She said that she would not pay any more money and hung up the phone At this point, we have done everything reasonably expected given the situation We are willing to work with Ms [redacted] regarding her backsplash; however, we cannot give her a full refund as the countertops were installed If you have any questions please feel free to contact me Thank you, [redacted] [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
We received several estimates and *** from Troy Granite agreed to replace our floorI'm very satisfiedHe is mailing us a check to cover cost of the floor ThanksRegards,
Revdex.com:
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
We don’t have a $counter that we paid for. No one from Troy has attempted to contact us asking if we were satisfied so it’s obvious that they don’t care or know how to fix it Every technician they sent have said that’s all they can do. They have been to our home several times and it’s still not fixed. We love the stone but HATE the seam. We’ve posted this on several websites (ie***) and response was that this not rightWe did not mind spending the $for getting the counter that we loved but what we paid for is not quality. We would like $back as we did not get what we paid for and the time spent away from work (calling, emailing, and at least days of sitting at home while given a hour window each time of when they can come to “repair” Attached is a picture of a counter from a customer’s home I was in recently showing that it is possible to have a difficult stone/pattern without a significant seam Thank you,Pictures and are from other house (installed by different company) and unfortunately pic is ours (2-times fixed by Troy already)
Thank you for the opportunity to offer our perspective onthis situation. We worked with thiscustomer to provide their bathroom countertops. Rather than selecting their countertops from full slabs, the customersopted (as many do) to utilize our remnant section in order to save money
ontheir project. The remnant section issimply pieces that are left over after kitchen countertops have been cut. We sell them at a discounted price in orderto offer customers an affordable option for their small projects. This customer came and personally selected the remnantpieces for their countertops. The pieceswere only slightly larger than the countertops, so the customer was aware thatthe majority of the pieces would be used. After the countertops were installed, the customer called saying thatthere was a crack in the countertop. Wesent a technician out to inspect the countertop and upon inspection it wasdetermined that there was a fissure in the countertop. According to the Marble Institute of America,a fissure is “visible separation along intercrystalline boundaries This separation may start and stop within thefield of the stone, or extend through an edge A fissure differs from a crack, in that it isa naturally occurring feature in the stone.” Fissures are naturally occurring variation in a stone and are notsomething that is avoided or repaired. The customer saw the full piece that was to be used fortheir countertop, including the fissure. After installation they realized that they did not like the fissure intheir countertop. They demanded that wereplace the piece at our cost. Weexplained that because the customer came and personally selected the piece tobe used, and because it is a natural fissure and poses no problems, structural orotherwise, that we could not replace the countertop for free. We offered to replace the piece at adiscounted rate; however the customer was not satisfied with thisdecision. They threatened to place astop payment on their final payment if we did not comply with theirrequest. We again informed them that wewould not replace the piece at no cost. While we are grieved that the customer is not happy with theircountertop, we cannot replace the piece at no cost simply because the customerdoesn’t like the way that it looks. We believe in quality craftsmanship and customerservice. We strive for these ideals withevery project and work hard to ensure that each of our customers are fullysatisfied. Though we understand that nomatter how hard we try, we will not be able to please everyone, we believe thatquality will speak for itself
Truthfully, we are very surprised to read that this customeris not fully satisfied. The customer wasunhappy with the seam. We advised themthat replacing the piece would not be a good option as it poses a risk ofbreaking both pieces that are seamed together along with the high possibilitythat it will not match. We suggestedthat we should instead adjust the color of the epoxy in the seam and repolishthe seam. After attempt, the customerwas still not satisfied, so we agreed to replace the piece if we could not getthe seam to their satisfaction. We sent a team out with a new piece with the instructions toattempt to redress the current seam, and if it is not satisfactory that theywere to replace the piece in question. After working several hours on the pieces redressing the seams, thecustomers were fully satisfied. Theycalled the office to let us know that they were satisfied and thanked us forfollowing through to make sure they were satisfied. This was the last that we heard of this issue until thecustomer responded on the Revdex.com website that they wanted a partial refund. The pieces are cut, fabricated and installedcorrectly. The customers, by their ownadmission, were satisfied with the material and the work that wasperformed. There is nothing further thatwe need/are able to do.Tell us why here
Revdex.com:
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
WE have a few comments on the explanation of this issue.Prior to this customer posting a complaint our service manager stopped by to take a look at the countertops(manager came out after we demanded that someone come out and look at it)He agreed that while the seam itself was good, the epoxy in the seam did not match well and so made the seam stand out far more than normal ( That is not true Service manager said it looked fine) He suggested that they have a crew come to darken the epoxy (this was after we said it was not acceptable) As well, he said that they would be replacing a granite windowsill that had chipped during the installation The customer was satisfied with the windowsill as it had been repaired; however, our service manager said that it would be better to replace this piece (that part is true)When the crew came out, they replaced the windowsill but were still unable to get a good color match on the epoxy (after the crew came out the second time we called Troy Granite several times and no one return calls is why we filed complaint with Revdex.com). The seam itself was cut well ( not true- it is chipped and could have been cut better) but without a matching color it was going to stand out The customer requested that we cut a new piece for one side of the seam (This was after visits that did not resolve the issue.) Our service manager let them know that a new piece was not going to fix the issue The existing pieces were good and were cut well He also informed them that removing an existing piece poses a high risk of breakage to the adjoining piece He said that they would send another crew out to remove as much epoxy as they could and replace the epoxy with a better color match If the customer still was not satisfied at that point then they would look at replacing the piece.After the second crew replaced the epoxy and polished the seam a bit more the customer was very happy (I don't know if you can say we are happy, it looks better and sadly we've accepted the fact that this is is going to be as good as it will without replacing the entire counter top which means the tile backsplash will have to be redone as well All the while we were being told that this is a difficult stone If they can't handle it then maybe they should not cut/fabricate for anything other than a straight counter without seams or not sell this particular stone ***At minimum they should notify customer of this Not just say, your counter will have a seam here so either side will not match together that has a busy pattern That we can live with A thick line directly down the center of the counter under a light and in plain view was not conveyed to us when we paid $ We may have reconsidered selecting that stone or spending that much if we knew that
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***
I would first like to address the date of the worked performed, to clarify, the date of installation was Tuesday May 9thAnd as with all service calls including yours we do have a process to follow to make sure that both management and the technicians know what has happened and how we can resolve
itFrom our records you contacted the office the very next day, Wednesday May 10th and spoke with one of our salespersons and shared photos of the areas in question, including but not limited to a gap where the countertop meets the wall, and sections where the cabinet panel had split and frayed from the interiorIn situations such as these the salesperson escalates the service to management in both the office and the installation team to collaborate a solution and determine the best course of actionWith it being difficult to tell to what extent the cabinets were damaged, or as to exactly why the best course of action is to revisit the jobsite to go through a full inspection to thoroughly assess what needs to be doneFrom our record, Friday May 12th at approximately 11:AM our receptionist had spoken to you and scheduled a return service date for this Wednesday May 17th to closer inspect and attempt to repair the areas in questionBeing both homeowners ourselves and professionals in the stone & home renovation industry we fully understand your reluctance and disappointment in our workmanship based off the installationHowever, we believe it is unfair to be critical and decisive with our efforts to keep you as our customer satisfied, until we thoroughly assess the work that needs to be done and come to a mutual agreement on a resolution
Revdex.com of Delaware, I will ask that you please review the brief email conversation I have attached between Mr*** and I regarding his concerns with his sink issue and our serviceAll of this was explained prior to scheduling the service and accepting payment by one of my Sales Representatives
and he had paid the service upon completion of the work on the day it was scheduled forI would ask that you please take note to the last line of my conversation asking for clarification on what resolution or result Mr*** was expecting or asking from myself or Troy GraniteThank you
We at Troy granite understand the frustration and inconvenience of project costs changing during the processIt would be accurate to say that this can happen often not only in the granite industry, but in any industry where estimates are made and final inspections occurI can only reiterate what I addressed in the previous response, “it was notated on the paperwork that due to the differences of the measurements the sqftarea of the project had increased overallThis would normally increase the price for a job because we are now using more material and additional labor workHowever, because we had performed an in home estimate we chose to honor the estimate that was originally quoted to youThis was not an attempt raise your cost, but to adjust an estimate to its true price.” Troy Granite as a good business practice and good moral ethics, does not disguise, hide, or mislead costs in a project to cover lossesIn cases of errors in part of Troy Granite or the homeowner, we generally work with the homeowners to come to a resolution when applicableIn regards to the supports, a support for the overhang was, and is necessary to support that topAgain we admit that it was a foresight to not recommend our steel brackets ahead of time, but this was due to the countertop supports that were already in placeUpon removal it was apparent that this needed additional support to carry the stoneAs a company with employees who all have families themselves, safety is a pressing concernWe would not install a countertop that would pose risk to injury on any partEven though support is necessary for the countertop area, we do not say or imply that only our brackets will workThere are many different types of brackets and supports available and can be installed by homeowners or contractorsThat being said, to have the same install crew installing the granite countertops also install your brackets adds a level of convenience to the homeownerIt was not obligatory to have Troy Granite install the brackets, and was an option given to the homeowner, but would require a return trip to complete the job if the brackets were to be installed by the homeowners or a third-partyTo aid in the judgement and review of this complaint I have attached several documentsThey are labeled by page and by each document for the signed agreement, and I also highlighted key points of the agreement that pertain to this particular caseI have included both invoices from purchase and from the day of installation reflecting the additional charge for the brackets and bracket installationThere is also the installation checklist, and an additional note written by the homeowner describing the installation experienceWe at Troy Granite hope to help both the homeowners and the Revdex.com to understand the case at hand and the best way to resolve thisAlthough we understand the homeowner’s perspective of the situation, frustration and inconvenience should not directly translate into free material and laborAnd we insist that the counter did need additional support for safety concerns, however if the homeowner should feel that the brackets were only a way to add to a project cost and a way to make up for a discounted project we can eliminate the remaining balance of $for the brackets and installationProviding that the homeowner can sign a disclaimer saying that against our professional recommendation they will not accept our brackets and allow us to remove the brackets and return them to our possessionThis way we are not charging for any additional goods or services and the homeowners will not feel they are purchasing something they do not needAgain, we will highly recommend against this, unless the homeowner has plans of installing their own supports at a later timePlease advise us on how you would like to proceed
Thank you for the opportunity to respond to this issue. We, Troy Granite, work hard to ensure that every customer is fully satisfied with their countertop installation. Unfortuntately, when working with large pieces of stone, sometimes issues can occur. In this case, unfortunately
a portion of the countertop broke during the installation and fell on the floor. Our installers managed to control the pieces enough to minimize the damage to small spots on the floor; however, it still did require leaving the customer without a countertop for a few days in order to fabricate a new piece. Typically we are able to take care of issues like this in a timely manner, but unfortunately, this was just before a holiday weekend that also included a scheduled full system maintenance that left us without our machinery for days. The customer was understanding and while not thrilled, patient enough to wait almost a full week for their replacement countertop. At the same time, we replaced pieces that had large variations in the pattern that the customer was not fond of. In regards to the floor, we sent a contractor to replace the damaged boards; however, after a visual inspection he realized that the floor was quite old and replacement boards are not available. Since, the individual boards could not be replaced, we offered to either repair the damage per industry standards or provide the customer a refund in an amount greater than the cost of repairs. The customer refused both requesting a new floor. We talked with the customer informing them that since it was only or boards that were damaged, replacing the entire floor was not necessary, but that it could be repaired by laminate flooring professionals to like new condition. The customer refused to allow us to have someone attempt to repair it to see what the repair would look like. The customer sent a follow up e-mail that we mistakenly overlooked. After realizing that we overlooked their e-mail we replied advising them that we will replace their flooring We certainly believe that repairing the floor or offering a refund greater than the amount of the repair cost is completely fair; however, because of our delayed response to their e-mail, we feel it was right to cover the cost of the flooring
Thank you for allowing us the opportunity to respond to this issue. Prior to this customer posting a complaint our service manager stopped by to take a look at the countertops. He agreed that while the seam itself was good, the epoxy in the seam did not match well and so made the seam
stand out far more than normal. He suggested that they have a crew come to darken the epoxy. As well, he said that they would be replacing a granite windowsill that had chipped during the installation. The customer was satisfied with the windowsill as it had been repaired; however, our service manager said that it would be better to replace this piece.When the crew came out, they replaced the windowsill but were still unable to get a good color match on the epoxy. The seam itself was cut well, but without a matching color it was going to stand out. The customer requested that we cut a new piece for one side of the seam. Our service manager let them know that a new piece was not going to fix the issue. The existing pieces were good and were cut well. He also informed them that removing an existing piece poses a high risk of breakage to the adjoining piece. He said that they would send another crew out to remove as much epoxy as they could and replace the epoxy with a better colormatch. If the customer still was not satisfied at that point then they would look at replacing the piece.After the second crew replaced the epoxy and polished the seam a bit more the customer was very happy
Revdex.com:
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.We do not accept Troy Granite's position that we owe them for services/goods not requested.It is most telling that Troy Granite mention's that the salesman, *** miscalculated the measurements of our counter tops We thought the additional cost demanded were related to the error in measurement and by Troy Granite's own admission we now know this is the real reason for the additional cost I made it clear to the template maker when he advised us that the measurements were wrong that we would not pay additional for the mistake of the salesman Troy Granite's attempt to collect money from us by disguising it as needed "brackets" is shameful Please review the attached documents to confirm payments were made in agreement with the original contract. Please kindly review the attached documentation concerning the matter at hand
We at Troy Granite do apologize for the inconvenience and confusion that you experienced with the installation and price adjustmentsWe would like to point out that it is quite common for estimates to not always be 100% accurate until the final measurements have been takenAnd it was notated on
the paperwork that due to the differences of the measurements the sqftarea of the project had increased overallThis would normally increase the price for a job because we are now using more material and additional labor workHowever, because we had performed an in home estimate we chose to honor the estimate that was originally quoted to youThis was not an attempt raise your cost, but to adjust an estimate to its true priceThere are many businesses outside of home and kitchen renovations that apply the same practice through estimates and final inspections/measurementsYou are correct in the fact that brackets were not mentioned in any conversation prior with the salesman, templator, nor written in your paperworkThe reason for this is because you had existing wood supports installed and they seemed sturdy enough to support the stoneAfter the countertop was removed the installer could tell that the support would not be strong enough and could pose a risk of failing and causing the raised bar top (approximately 164lbs) to fall or tip overThis is why the installer insisted on putting in a different or additional supportSafety is Troy Granite’s number one concern, especially in the homeThat being said, we do apologize for not mentioning the bracketsEven though they were not believed to be needed the possibility of such a circumstance arising could have been explained beforehandAlthough, it could possibly have turned out in the same way being a last minute additional itemWe would like to clarify a little more regarding the bracket installation, and bracket costThe brackets themselves are $per piece, but installed are $There is always the option to allow the homeowner to install their own bracketsWe also do not obligate the homeowner to only use our brackets, however there is an added convenience of being able to have the job completed at one timeIf the brackets were not installed the installers would not be able to install the raised bar leaving your kitchen incomplete until the support is fully installedOur installers also follow their paperwork that shows the scope of the workSince installing or supplying brackets are not included they called the office for further instructionsOnly our management team can decide to add additional work/material/labor at the time of installation after the installers have arrived at the propertySo we are positive that the bracket installation was explained to your husband prior to the installers physically installing themWe apologize on behalf of our install crew if you felt that the explanation of the cost of the brackets felt more like bargainingIt is not our intention to frustrate or negotiate with our customers, we strive for a high level of service and satisfaction and will try our best to achieve itOur salespersons have a duty to address customer and jobsite related issues and complaints, however they are not responsible for debt collectingAll unpaid balances due to issues, incompletion or postponed projects are transferred to our accounting department and follows a checklist of actionsIf no phone call was returned or any attempt to work out the balance of an existing or completed project, it follows the next step of sending out notice of a past due balanceIn summary, we wholeheartedly agree that it can be unsettling to have a project cost more than expected or to have additional costs added to a final billHowever we did to the best of our professional ability and by industry standards complete your kitchen project, with additional material, support, and laborTherefore, we do not think it is fair to not pay for the work completed solely for the fact that it was added later in the time frameTell us why here
Hello,Thank you for allowing us the
opportunity to respond to this issue. The customer is correct in that the
contract was sitting on their glass stove and that it did in fact begin to
smoke. Though it is unclear if the stove was already on or if our
installers did accidentally bump
the controls, we have already discussed with
the customer that we are willing to cover the cost to repair the issue with the
stove.In our original discussions with the
customer, we misunderstood the issue and asked that they run through a trouble
shooting guide before we sent someone to take a look. When we discovered the issue was different
than we had understood, we further discussed with the customer how to resolve
the problem. As we do not have appliance
repair experience, we asked that they schedule to have a technician repair the
issue and forward us the invoice for payment. If the customer is unable to locate a repair company, we will do so for
them.Though our installers do not
remember bumping the controls of the stove, it is certainly possible. It is also plausible that the papers on the
burner could have caused an issue with the light. Of course, we cannot be certain that we
caused this issue, but we believe the cutomer’s request to be reasonable and so
have been working with the customer to resolve this
On February 3, 2015, *** *** purchased a countertop from Troy Granite. The purchase included a full height backsplash in matching granite. The granite countertops were installed on March 10. At that time, we advised Ms*** to withhold her final payment until the entire
project was completed. We were scheduled to install the full height granite backsplash on March During the fabrication process, the stone for the full height backsplash broke. This does happen at times. When it occurs, we simply use a new piece. In this case, unfortunately, there was no more of the same shipment of stone to replace the piece with. We called the customer immediately to inform her and give her several options. We had other shipments of the same stone, but, as they were different shipments, they were not an exact match. We suggested that Ms*** come to our showroom to see the options available. We offered 1.) to use another shipment of the same stone, 2.) to use another stone of her choice as a backsplash, or 3.) to install a tile backsplash instead of the granite She selected a couple of stones and tile backsplashes that she liked; all of which were a higher cost than the original granite. We informed her that we would not charge anything extra despite the higher price points Ms*** came back and made a final selection, electing to have us install a tile backsplash. Three days after the tile was ordered, she called to ask if it had been ordered. When she was informed that the tile had been ordered, she said that she had been thinking about doing something different, but that the tile would be fine. On April 7th, Troy Granite installed the tile backsplash for Ms***. After the last tile was set and installed, she stated that she did not like the tile and wanted us to remove it and install something different. After telling her that we could not do so, she became very rude with our tile crew. Finally, after much discussion we agreed to remove the tile backsplash. We removed all of the tile After discussing the situation with Ms***, she said that she wanted us to install a different backsplash. We let her know that we could do so, but that this time we would need to charge her for it as we had already installed the first backsplash at no extra charge. She became quite rude and said that she would not pay for the backsplash since it was included in her original agreement. We told her that if she was unwilling to pay for the new backsplash, that we would adjust her remaining balance to only reflect the granite countertops and would waive the cost of the backsplash, despite having ordered and installed the tile. She said that she would call in a few days to make her payment After several days passed, we called Ms*** again to request the final payment. At that time she said that she would not pay the remaining balance and wanted us to remove the countertops and refund her deposit. We informed her that since the countertops were cut and installed, we could not refund her deposit and that the final balance was due After approximately weeks passed with no payment, we called her again. She again refused to pay the remaining balance and said that she wanted her deposit back. We again informed her that we would not be refunding the deposit. She said that she would not pay any more money and hung up the phone At this point, we have done everything reasonably expected given the situation. We are willing to work with Ms*** regarding her backsplash; however, we cannot give her a full refund as the countertops were installed If you have any questions please feel free to contact me Thank you, *** ***
*** ***
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On February 3, 2015, [redacted] purchased a countertop from Troy Granite The purchase included a full height backsplash in matching granite The granite countertops were installed on March At that time, we advised Ms [redacted] to withhold her final payment until the entire project was completed We were scheduled to install the full height granite backsplash on March During the fabrication process, the stone for the full height backsplash broke This does happen at times When it occurs, we simply use a new piece In this case, unfortunately, there was no more of the same shipment of stone to replace the piece with We called the customer immediately to inform her and give her several options We had other shipments of the same stone, but, as they were different shipments, they were not an exact match We suggested that Ms [redacted] come to our showroom to see the options available We offered 1.) to use another shipment of the same stone, 2.) to use another stone of her choice as a backsplash, or 3.) to install a tile backsplash instead of the granite She selected a couple of stones and tile backsplashes that she liked; all of which were a higher cost than the original granite We informed her that we would not charge anything extra despite the higher price points Ms [redacted] came back and made a final selection, electing to have us install a tile backsplash Three days after the tile was ordered, she called to ask if it had been ordered When she was informed that the tile had been ordered, she said that she had been thinking about doing something different, but that the tile would be fine On April 7th, Troy Granite installed the tile backsplash for Ms [redacted] After the last tile was set and installed, she stated that she did not like the tile and wanted us to remove it and install something different After telling her that we could not do so, she became very rude with our tile crew Finally, after much discussion we agreed to remove the tile backsplash We removed all of the tile After discussing the situation with Ms [redacted] , she said that she wanted us to install a different backsplash We let her know that we could do so, but that this time we would need to charge her for it as we had already installed the first backsplash at no extra charge She became quite rude and said that she would not pay for the backsplash since it was included in her original agreement We told her that if she was unwilling to pay for the new backsplash, that we would adjust her remaining balance to only reflect the granite countertops and would waive the cost of the backsplash, despite having ordered and installed the tile She said that she would call in a few days to make her payment After several days passed, we called Ms [redacted] again to request the final payment At that time she said that she would not pay the remaining balance and wanted us to remove the countertops and refund her deposit We informed her that since the countertops were cut and installed, we could not refund her deposit and that the final balance was due After approximately weeks passed with no payment, we called her again She again refused to pay the remaining balance and said that she wanted her deposit back We again informed her that we would not be refunding the deposit She said that she would not pay any more money and hung up the phone At this point, we have done everything reasonably expected given the situation We are willing to work with Ms [redacted] regarding her backsplash; however, we cannot give her a full refund as the countertops were installed If you have any questions please feel free to contact me Thank you, [redacted] [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
We received several estimates and *** from Troy Granite agreed to replace our floorI'm very satisfiedHe is mailing us a check to cover cost of the floor ThanksRegards,
Revdex.com:
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
We don’t have a $counter that we paid for. No one from Troy has attempted to contact us asking if we were satisfied so it’s obvious that they don’t care or know how to fix it Every technician they sent have said that’s all they can do. They have been to our home several times and it’s still not fixed. We love the stone but HATE the seam. We’ve posted this on several websites (ie***) and response was that this not rightWe did not mind spending the $for getting the counter that we loved but what we paid for is not quality. We would like $back as we did not get what we paid for and the time spent away from work (calling, emailing, and at least days of sitting at home while given a hour window each time of when they can come to “repair” Attached is a picture of a counter from a customer’s home I was in recently showing that it is possible to have a difficult stone/pattern without a significant seam Thank you,Pictures and are from other house (installed by different company) and unfortunately pic is ours (2-times fixed by Troy already)
Thank you for the opportunity to offer our perspective onthis situation. We worked with thiscustomer to provide their bathroom countertops. Rather than selecting their countertops from full slabs, the customersopted (as many do) to utilize our remnant section in order to save money
ontheir project. The remnant section issimply pieces that are left over after kitchen countertops have been cut. We sell them at a discounted price in orderto offer customers an affordable option for their small projects. This customer came and personally selected the remnantpieces for their countertops. The pieceswere only slightly larger than the countertops, so the customer was aware thatthe majority of the pieces would be used. After the countertops were installed, the customer called saying thatthere was a crack in the countertop. Wesent a technician out to inspect the countertop and upon inspection it wasdetermined that there was a fissure in the countertop. According to the Marble Institute of America,a fissure is “visible separation along intercrystalline boundaries This separation may start and stop within thefield of the stone, or extend through an edge A fissure differs from a crack, in that it isa naturally occurring feature in the stone.” Fissures are naturally occurring variation in a stone and are notsomething that is avoided or repaired. The customer saw the full piece that was to be used fortheir countertop, including the fissure. After installation they realized that they did not like the fissure intheir countertop. They demanded that wereplace the piece at our cost. Weexplained that because the customer came and personally selected the piece tobe used, and because it is a natural fissure and poses no problems, structural orotherwise, that we could not replace the countertop for free. We offered to replace the piece at adiscounted rate; however the customer was not satisfied with thisdecision. They threatened to place astop payment on their final payment if we did not comply with theirrequest. We again informed them that wewould not replace the piece at no cost. While we are grieved that the customer is not happy with theircountertop, we cannot replace the piece at no cost simply because the customerdoesn’t like the way that it looks. We believe in quality craftsmanship and customerservice. We strive for these ideals withevery project and work hard to ensure that each of our customers are fullysatisfied. Though we understand that nomatter how hard we try, we will not be able to please everyone, we believe thatquality will speak for itself
Truthfully, we are very surprised to read that this customeris not fully satisfied. The customer wasunhappy with the seam. We advised themthat replacing the piece would not be a good option as it poses a risk ofbreaking both pieces that are seamed together along with the high possibilitythat it will not match. We suggestedthat we should instead adjust the color of the epoxy in the seam and repolishthe seam. After attempt, the customerwas still not satisfied, so we agreed to replace the piece if we could not getthe seam to their satisfaction. We sent a team out with a new piece with the instructions toattempt to redress the current seam, and if it is not satisfactory that theywere to replace the piece in question. After working several hours on the pieces redressing the seams, thecustomers were fully satisfied. Theycalled the office to let us know that they were satisfied and thanked us forfollowing through to make sure they were satisfied. This was the last that we heard of this issue until thecustomer responded on the Revdex.com website that they wanted a partial refund. The pieces are cut, fabricated and installedcorrectly. The customers, by their ownadmission, were satisfied with the material and the work that wasperformed. There is nothing further thatwe need/are able to do.Tell us why here
Revdex.com:
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
WE have a few comments on the explanation of this issue.Prior to this customer posting a complaint our service manager stopped by to take a look at the countertops(manager came out after we demanded that someone come out and look at it)He agreed that while the seam itself was good, the epoxy in the seam did not match well and so made the seam stand out far more than normal ( That is not true Service manager said it looked fine) He suggested that they have a crew come to darken the epoxy (this was after we said it was not acceptable) As well, he said that they would be replacing a granite windowsill that had chipped during the installation The customer was satisfied with the windowsill as it had been repaired; however, our service manager said that it would be better to replace this piece (that part is true)When the crew came out, they replaced the windowsill but were still unable to get a good color match on the epoxy (after the crew came out the second time we called Troy Granite several times and no one return calls is why we filed complaint with Revdex.com). The seam itself was cut well ( not true- it is chipped and could have been cut better) but without a matching color it was going to stand out The customer requested that we cut a new piece for one side of the seam (This was after visits that did not resolve the issue.) Our service manager let them know that a new piece was not going to fix the issue The existing pieces were good and were cut well He also informed them that removing an existing piece poses a high risk of breakage to the adjoining piece He said that they would send another crew out to remove as much epoxy as they could and replace the epoxy with a better color match If the customer still was not satisfied at that point then they would look at replacing the piece.After the second crew replaced the epoxy and polished the seam a bit more the customer was very happy (I don't know if you can say we are happy, it looks better and sadly we've accepted the fact that this is is going to be as good as it will without replacing the entire counter top which means the tile backsplash will have to be redone as well All the while we were being told that this is a difficult stone If they can't handle it then maybe they should not cut/fabricate for anything other than a straight counter without seams or not sell this particular stone ***At minimum they should notify customer of this Not just say, your counter will have a seam here so either side will not match together that has a busy pattern That we can live with A thick line directly down the center of the counter under a light and in plain view was not conveyed to us when we paid $ We may have reconsidered selecting that stone or spending that much if we knew that
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***
I would first like to address the date of the worked performed, to clarify, the date of installation was Tuesday May 9thAnd as with all service calls including yours we do have a process to follow to make sure that both management and the technicians know what has happened and how we can resolve
itFrom our records you contacted the office the very next day, Wednesday May 10th and spoke with one of our salespersons and shared photos of the areas in question, including but not limited to a gap where the countertop meets the wall, and sections where the cabinet panel had split and frayed from the interiorIn situations such as these the salesperson escalates the service to management in both the office and the installation team to collaborate a solution and determine the best course of actionWith it being difficult to tell to what extent the cabinets were damaged, or as to exactly why the best course of action is to revisit the jobsite to go through a full inspection to thoroughly assess what needs to be doneFrom our record, Friday May 12th at approximately 11:AM our receptionist had spoken to you and scheduled a return service date for this Wednesday May 17th to closer inspect and attempt to repair the areas in questionBeing both homeowners ourselves and professionals in the stone & home renovation industry we fully understand your reluctance and disappointment in our workmanship based off the installationHowever, we believe it is unfair to be critical and decisive with our efforts to keep you as our customer satisfied, until we thoroughly assess the work that needs to be done and come to a mutual agreement on a resolution
Revdex.com of Delaware, I will ask that you please review the brief email conversation I have attached between Mr*** and I regarding his concerns with his sink issue and our serviceAll of this was explained prior to scheduling the service and accepting payment by one of my Sales Representatives
and he had paid the service upon completion of the work on the day it was scheduled forI would ask that you please take note to the last line of my conversation asking for clarification on what resolution or result Mr*** was expecting or asking from myself or Troy GraniteThank you
We at Troy granite understand the frustration and inconvenience of project costs changing during the processIt would be accurate to say that this can happen often not only in the granite industry, but in any industry where estimates are made and final inspections occurI can only reiterate what I addressed in the previous response, “it was notated on the paperwork that due to the differences of the measurements the sqftarea of the project had increased overallThis would normally increase the price for a job because we are now using more material and additional labor workHowever, because we had performed an in home estimate we chose to honor the estimate that was originally quoted to youThis was not an attempt raise your cost, but to adjust an estimate to its true price.” Troy Granite as a good business practice and good moral ethics, does not disguise, hide, or mislead costs in a project to cover lossesIn cases of errors in part of Troy Granite or the homeowner, we generally work with the homeowners to come to a resolution when applicableIn regards to the supports, a support for the overhang was, and is necessary to support that topAgain we admit that it was a foresight to not recommend our steel brackets ahead of time, but this was due to the countertop supports that were already in placeUpon removal it was apparent that this needed additional support to carry the stoneAs a company with employees who all have families themselves, safety is a pressing concernWe would not install a countertop that would pose risk to injury on any partEven though support is necessary for the countertop area, we do not say or imply that only our brackets will workThere are many different types of brackets and supports available and can be installed by homeowners or contractorsThat being said, to have the same install crew installing the granite countertops also install your brackets adds a level of convenience to the homeownerIt was not obligatory to have Troy Granite install the brackets, and was an option given to the homeowner, but would require a return trip to complete the job if the brackets were to be installed by the homeowners or a third-partyTo aid in the judgement and review of this complaint I have attached several documentsThey are labeled by page and by each document for the signed agreement, and I also highlighted key points of the agreement that pertain to this particular caseI have included both invoices from purchase and from the day of installation reflecting the additional charge for the brackets and bracket installationThere is also the installation checklist, and an additional note written by the homeowner describing the installation experienceWe at Troy Granite hope to help both the homeowners and the Revdex.com to understand the case at hand and the best way to resolve thisAlthough we understand the homeowner’s perspective of the situation, frustration and inconvenience should not directly translate into free material and laborAnd we insist that the counter did need additional support for safety concerns, however if the homeowner should feel that the brackets were only a way to add to a project cost and a way to make up for a discounted project we can eliminate the remaining balance of $for the brackets and installationProviding that the homeowner can sign a disclaimer saying that against our professional recommendation they will not accept our brackets and allow us to remove the brackets and return them to our possessionThis way we are not charging for any additional goods or services and the homeowners will not feel they are purchasing something they do not needAgain, we will highly recommend against this, unless the homeowner has plans of installing their own supports at a later timePlease advise us on how you would like to proceed
Thank you for the opportunity to respond to this issue. We, Troy Granite, work hard to ensure that every customer is fully satisfied with their countertop installation. Unfortuntately, when working with large pieces of stone, sometimes issues can occur. In this case, unfortunately
a portion of the countertop broke during the installation and fell on the floor. Our installers managed to control the pieces enough to minimize the damage to small spots on the floor; however, it still did require leaving the customer without a countertop for a few days in order to fabricate a new piece. Typically we are able to take care of issues like this in a timely manner, but unfortunately, this was just before a holiday weekend that also included a scheduled full system maintenance that left us without our machinery for days. The customer was understanding and while not thrilled, patient enough to wait almost a full week for their replacement countertop. At the same time, we replaced pieces that had large variations in the pattern that the customer was not fond of. In regards to the floor, we sent a contractor to replace the damaged boards; however, after a visual inspection he realized that the floor was quite old and replacement boards are not available. Since, the individual boards could not be replaced, we offered to either repair the damage per industry standards or provide the customer a refund in an amount greater than the cost of repairs. The customer refused both requesting a new floor. We talked with the customer informing them that since it was only or boards that were damaged, replacing the entire floor was not necessary, but that it could be repaired by laminate flooring professionals to like new condition. The customer refused to allow us to have someone attempt to repair it to see what the repair would look like. The customer sent a follow up e-mail that we mistakenly overlooked. After realizing that we overlooked their e-mail we replied advising them that we will replace their flooring We certainly believe that repairing the floor or offering a refund greater than the amount of the repair cost is completely fair; however, because of our delayed response to their e-mail, we feel it was right to cover the cost of the flooring
Thank you for allowing us the opportunity to respond to this issue. Prior to this customer posting a complaint our service manager stopped by to take a look at the countertops. He agreed that while the seam itself was good, the epoxy in the seam did not match well and so made the seam
stand out far more than normal. He suggested that they have a crew come to darken the epoxy. As well, he said that they would be replacing a granite windowsill that had chipped during the installation. The customer was satisfied with the windowsill as it had been repaired; however, our service manager said that it would be better to replace this piece.When the crew came out, they replaced the windowsill but were still unable to get a good color match on the epoxy. The seam itself was cut well, but without a matching color it was going to stand out. The customer requested that we cut a new piece for one side of the seam. Our service manager let them know that a new piece was not going to fix the issue. The existing pieces were good and were cut well. He also informed them that removing an existing piece poses a high risk of breakage to the adjoining piece. He said that they would send another crew out to remove as much epoxy as they could and replace the epoxy with a better colormatch. If the customer still was not satisfied at that point then they would look at replacing the piece.After the second crew replaced the epoxy and polished the seam a bit more the customer was very happy
Revdex.com:
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.We do not accept Troy Granite's position that we owe them for services/goods not requested.It is most telling that Troy Granite mention's that the salesman, *** miscalculated the measurements of our counter tops We thought the additional cost demanded were related to the error in measurement and by Troy Granite's own admission we now know this is the real reason for the additional cost I made it clear to the template maker when he advised us that the measurements were wrong that we would not pay additional for the mistake of the salesman Troy Granite's attempt to collect money from us by disguising it as needed "brackets" is shameful Please review the attached documents to confirm payments were made in agreement with the original contract. Please kindly review the attached documentation concerning the matter at hand
We at Troy Granite do apologize for the inconvenience and confusion that you experienced with the installation and price adjustmentsWe would like to point out that it is quite common for estimates to not always be 100% accurate until the final measurements have been takenAnd it was notated on
the paperwork that due to the differences of the measurements the sqftarea of the project had increased overallThis would normally increase the price for a job because we are now using more material and additional labor workHowever, because we had performed an in home estimate we chose to honor the estimate that was originally quoted to youThis was not an attempt raise your cost, but to adjust an estimate to its true priceThere are many businesses outside of home and kitchen renovations that apply the same practice through estimates and final inspections/measurementsYou are correct in the fact that brackets were not mentioned in any conversation prior with the salesman, templator, nor written in your paperworkThe reason for this is because you had existing wood supports installed and they seemed sturdy enough to support the stoneAfter the countertop was removed the installer could tell that the support would not be strong enough and could pose a risk of failing and causing the raised bar top (approximately 164lbs) to fall or tip overThis is why the installer insisted on putting in a different or additional supportSafety is Troy Granite’s number one concern, especially in the homeThat being said, we do apologize for not mentioning the bracketsEven though they were not believed to be needed the possibility of such a circumstance arising could have been explained beforehandAlthough, it could possibly have turned out in the same way being a last minute additional itemWe would like to clarify a little more regarding the bracket installation, and bracket costThe brackets themselves are $per piece, but installed are $There is always the option to allow the homeowner to install their own bracketsWe also do not obligate the homeowner to only use our brackets, however there is an added convenience of being able to have the job completed at one timeIf the brackets were not installed the installers would not be able to install the raised bar leaving your kitchen incomplete until the support is fully installedOur installers also follow their paperwork that shows the scope of the workSince installing or supplying brackets are not included they called the office for further instructionsOnly our management team can decide to add additional work/material/labor at the time of installation after the installers have arrived at the propertySo we are positive that the bracket installation was explained to your husband prior to the installers physically installing themWe apologize on behalf of our install crew if you felt that the explanation of the cost of the brackets felt more like bargainingIt is not our intention to frustrate or negotiate with our customers, we strive for a high level of service and satisfaction and will try our best to achieve itOur salespersons have a duty to address customer and jobsite related issues and complaints, however they are not responsible for debt collectingAll unpaid balances due to issues, incompletion or postponed projects are transferred to our accounting department and follows a checklist of actionsIf no phone call was returned or any attempt to work out the balance of an existing or completed project, it follows the next step of sending out notice of a past due balanceIn summary, we wholeheartedly agree that it can be unsettling to have a project cost more than expected or to have additional costs added to a final billHowever we did to the best of our professional ability and by industry standards complete your kitchen project, with additional material, support, and laborTherefore, we do not think it is fair to not pay for the work completed solely for the fact that it was added later in the time frameTell us why here
Hello,Thank you for allowing us the
opportunity to respond to this issue. The customer is correct in that the
contract was sitting on their glass stove and that it did in fact begin to
smoke. Though it is unclear if the stove was already on or if our
installers did accidentally bump
the controls, we have already discussed with
the customer that we are willing to cover the cost to repair the issue with the
stove.In our original discussions with the
customer, we misunderstood the issue and asked that they run through a trouble
shooting guide before we sent someone to take a look. When we discovered the issue was different
than we had understood, we further discussed with the customer how to resolve
the problem. As we do not have appliance
repair experience, we asked that they schedule to have a technician repair the
issue and forward us the invoice for payment. If the customer is unable to locate a repair company, we will do so for
them.Though our installers do not
remember bumping the controls of the stove, it is certainly possible. It is also plausible that the papers on the
burner could have caused an issue with the light. Of course, we cannot be certain that we
caused this issue, but we believe the cutomer’s request to be reasonable and so
have been working with the customer to resolve this
On February 3, 2015, *** *** purchased a countertop from Troy Granite. The purchase included a full height backsplash in matching granite. The granite countertops were installed on March 10. At that time, we advised Ms*** to withhold her final payment until the entire
project was completed. We were scheduled to install the full height granite backsplash on March During the fabrication process, the stone for the full height backsplash broke. This does happen at times. When it occurs, we simply use a new piece. In this case, unfortunately, there was no more of the same shipment of stone to replace the piece with. We called the customer immediately to inform her and give her several options. We had other shipments of the same stone, but, as they were different shipments, they were not an exact match. We suggested that Ms*** come to our showroom to see the options available. We offered 1.) to use another shipment of the same stone, 2.) to use another stone of her choice as a backsplash, or 3.) to install a tile backsplash instead of the granite She selected a couple of stones and tile backsplashes that she liked; all of which were a higher cost than the original granite. We informed her that we would not charge anything extra despite the higher price points Ms*** came back and made a final selection, electing to have us install a tile backsplash. Three days after the tile was ordered, she called to ask if it had been ordered. When she was informed that the tile had been ordered, she said that she had been thinking about doing something different, but that the tile would be fine. On April 7th, Troy Granite installed the tile backsplash for Ms***. After the last tile was set and installed, she stated that she did not like the tile and wanted us to remove it and install something different. After telling her that we could not do so, she became very rude with our tile crew. Finally, after much discussion we agreed to remove the tile backsplash. We removed all of the tile After discussing the situation with Ms***, she said that she wanted us to install a different backsplash. We let her know that we could do so, but that this time we would need to charge her for it as we had already installed the first backsplash at no extra charge. She became quite rude and said that she would not pay for the backsplash since it was included in her original agreement. We told her that if she was unwilling to pay for the new backsplash, that we would adjust her remaining balance to only reflect the granite countertops and would waive the cost of the backsplash, despite having ordered and installed the tile. She said that she would call in a few days to make her payment After several days passed, we called Ms*** again to request the final payment. At that time she said that she would not pay the remaining balance and wanted us to remove the countertops and refund her deposit. We informed her that since the countertops were cut and installed, we could not refund her deposit and that the final balance was due After approximately weeks passed with no payment, we called her again. She again refused to pay the remaining balance and said that she wanted her deposit back. We again informed her that we would not be refunding the deposit. She said that she would not pay any more money and hung up the phone At this point, we have done everything reasonably expected given the situation. We are willing to work with Ms*** regarding her backsplash; however, we cannot give her a full refund as the countertops were installed If you have any questions please feel free to contact me Thank you, *** ***
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