Keystone Granite & Tile

From: [redacted] [mailto: [redacted] ] Sent: Friday, April 07, 11:AMTo: Revdex.comSubject: Re: Your complaint has been receivedThis is regarding Keystone I already have a claim regarding their work I had to get a plumber out to my house Their is water in my bathroom and closet The carpet is soaked The plumber advised me that the shut off valve under the vanity cabinet wss not shut all the way offPlumber asked who was the last person who was suppose to turn off the valueI advised Keystone I have pictures I will send I am asking the water be extractive by a personal carpet cleaning company Thanks

This company installed my granite wrong, flooded my house, crushed my water line and caused over $25,in damages to my homeThe owner said he would "fix it himself" to avoid me going through insuranceLet's just say they are SNEAKY and doing things unlicensedThey sent an unlicensed plumber to my homeDO NOT USE KEYSTONE GRANITE! You will regret itYou are better off paying more for a company that knows what they are doingI've been disputing these damages for years and they are still denying responsbilityMy incident happened in April Before they were a Revdex.com Accredited BusinessNot sure how the heck they got accredited but you should definitely stay clear of them! They are sneaky and try to cover things up and send unlicensed people to your homeMost businesses would try to make things rightNot Keystone

From: [redacted] [mailto: [redacted] ] Sent: Tuesday, April 11, 9:PMTo: Revdex.comSubject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint # [redacted] .On Apr 11, 9:PM, wrote:The paperwork signed indicated the main water valve had to be turned offThe main water valve was in the closed position as requestedThe facets were disconnected and the Keystone workers did not turn the facet valves off allowing the water to soil the carpet

September 25, On September 12, Keystone Granite and Tile received a letter of complaint listed under ID [redacted] Keystone Granite and Tile has been serving the [redacted] County area for over fifteen years, We stand behind our fabrication and servicesWe work hard to ensure our customers are satisfied with their decision to choose us for their projectsWe will resolve any undesired aspect of this complaint to achieve the results that most of our customers provide usI believe you will find in these attached recent quotes from satisfied customers that Keystone Granite and Tile provides quality customer service and craftsmanshipWe believe that the member complaint of ID [redacted] will also be satisfied with the resolution that is in process now.In our process to resolve this matter we have provided several immediate responses to the complaints as they occurredIt is true our install crew went to the wrong homeAfter many attempts to get entry to the home they called the office to confirm the addressIt was a misfortunate occurrence, Each install crew has a leader that will instruct his helper until which time they are skilled to perform on their ownThis was the case when [redacted] overheard the clarifying of knowledge needed for the cutout of the outlet holes mentioned in the complaintThe outlet was not centrally placed in the riser area causing the cutout to have a 1.75" bridge remaining at the bottom of the cutoutThis reduced the tensile strength significantly and therefore causing a crack to occurWe immediately fabricated a new riser which is only 5.69" in heightAgain the riser crackedOur only resolution was to create a seam at the cutout to strengthen the riserThis also reduced the need for another seam which was originally in the riserOur installation was successfulAll complaints were assessed and resolved in a timely fashion.I look forward to Seeing a response of satisfaction from our customer in the near future.Best Regards,Mary Lou VSales and Design office

Please be advised of the following: Mrs [redacted] was indeed originally scheduled for 9-am install on 3/28, however we did call her the day before and request that we change to 8-amShe agreedOn 3/I called her and let them know there was a mix up and that we were sending a crew as soon as possible to get there, extended apologies, etcShe called at 10:asking if they would be there soonIt was minutes from our location to the property installation addressI advised her that if they were not going to be there quickly that I would callthey arrived at 10:I agree this was tardy and I followed up with her to make sure our deepest apologies were sentWhile the installation was taking place and the caulking had been started, Mrs [redacted] contacted me, stating it was not the color she wanted and that our installers were making a messI after many calls back and forth, and assuming the installers had already left, ascertained that they were still there and would be cleaning the parts of silicone she was referring to in the above mentioned picturesI also explained that the thickness of the caulking in one side was due to the wall being uneven, which happens in bathrooms, but to remain flush, they made it appear to be complete.Next, I received a call from Mr***, where I explained I would speak to the owners and we would decide a potential remedy and I would call him backThen I received more calls from Mrs***, in which I further explained, after she told me that she would not be paying for her installation that we could offer the removal and give her money back to her in full so that she could be whole again, out of respect for customer service, at our cost as now we have lost the stone she chose as well as time and payroll to our installers, She then agreed that after speaking with her husband, that she would like the counters removed and her money backAt that time, we instructed the installers to remove the installation and return to the shopOur installers took pictures and video which I have included in this responseFurther, many of the pictures included in the initial complaint were sent DURING the installation, it is our policy to make sure that the customer knows that the caulking is white until it dries and changes to clearContinuing, the damage to the wall that needs drywall patched, could have occurred when the initial backsplash was removed and then ours was installed over it, or it could have occurred when our backsplash was removed an hour after installIt is correct, that our installers were there from 10:21- 3PM, as they installed a vanity countertop, then waited for a while for decisions to be made, then removed the entire countertop as wellThis would obviously take time, especially when care is needed to removeOur installers certainly did not cause further damage beyond that of a installThe separation in one of the photos also indicates that the bathroom wall is not flush to the cabinets, as the cabinet is clearly separating from the wall, thus further indication that our installers did the best they could with what they had to work with.Again, we have offered a full refund of the Customer's money to be sent to her, as she and I also discussed at length, that she paid by check and I would immediately issue a check today, prior to this notice from the Revdex.comAgain, we are willing and totally accepting that in order to maintain customer relations to offer a full refund for a product that we installed despite the costs we have accrued

This company displays a very poor business ethic Their communication is extremely questionableAfter my template was taken, all communication ceased I called the day before to make sure they were still coming on the scheduled daysI was told by the manager that they would be there at am They showed up at 1:instead The next day I was told that the backsplash would be installed After hours of waiting, I called again, only to be told by the clueless receptionist that they were not coming Again, nobody had the decency to call in let me know before I took another day off from work Now they want me to take another day off of work! Really? What kind of business practices does this company have? I truly regret hiring the Huntington Valley office for this job I wonder how they got such a good Revdex.com rating

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the third application was applied over a month ago and never removed after hours per the comment by the ownerThe owner visited my house on 7/to view the stains and burn on my counterHe is scheduled to visit my home again on 7/
Regards,
*** ***

Unfortunately, this was not reported to us until days after the installationWe have no way of knowing what happened in the ten days between our installation and the third part of this complaintOur installers are well versed in turning off the water and have never had this type of complaintWhile we understand that this is troubling for the customer, this is a not something we feel responsible forAgain, we are willing to offer the deposit returned, despite the fact it cost us more to cut, fabricate and take the piece that the customer selected to her, in honor of customer relationsHowever, we are not responsible for issues they have in their property ten days after we vacatedThis furthers our question of when will this end? So far, the customer contends we are responsible for walls we did not install, cabinets that are coming loose from the walls and now, ten days later, water damage

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This is not a true statement keystone refuse to replace damaged counterWith that being said I have had to deal with rude and nasty emailsReceiving at least messages of threats of legal action and when I posted a review of having unsatisfactory service and productI received yet another nasty email stating how would I like it if he went on my employer website and post a negative comment about me and that they wanted it removedI do not want these people in my house I know longer trust themWith all the complaints to the Revdex.com and negative reviews on your site I can't understand how they have an A rating
Regards,
*** ***

The complainant *** *** has been allowing us to enter the home to resolve this matter We just made a visit on 7/for a third application to the stain We will have more information on this application in a few days to see if the stain is removed We have needed several applications to extract several stains that were present in the stone A further update will be submitted

RE: Complaint ID ***To whom it may concern,Keystone Granite & Tile Inchas been working with Mr*** to resolve his complaintWe have already made two trips to try to remove the staining, and have a third appointment ScheduledWith natural stone the removal of stains can take
many treatmentsOne of the three stains has been permanently removed while we are still working to resolve the other twoWe have been in contact with Mr*** since before he filed the complaint and plan to resolve this issue completely for him.Thank you,Monique C***

Keystone Granite & Tile 11:AM (minutes ago)to me Hi ***,This issue has been taken care of and all problems resolved.*** -- Keystone Granite & TileOlde Homestead Lane Lancaster, PA 17601###-###-#### - office###-###-####
- faxkeystonegranitepa@***.com

RE: Complaint ID ***To whom it may concern,Keystone Granite & Tile Inchas been working with Mr*** to resolve his complaintWe have already made two trips to try to remove the staining, and have a third appointment ScheduledWith natural stone the removal of stains can take many
treatmentsOne of the three stains has been permanently removed while we are still working to resolve the other twoWe have been in contact with Mr*** since before he filed the complaint and plan to resolve this issue completely for him.Thank you,Monique C***

This company displays a very poor business ethic. Their communication is extremely questionable. After my template was taken, all communication ceased. I called the day before to make sure they were still coming on the scheduled days. I was told by the manager that they would be there at 10 am. They showed up at 1:00 instead. The next day I was told that the backsplash would be installed. After 4 hours of waiting, I called again, only to be told by the clueless receptionist that they were not coming. Again, nobody had the decency to call in let me know before I took another day off from work. Now they want me to take another day off of work! Really?
What kind of business practices does this company have? I truly regret hiring the Huntington Valley office for this job. I wonder how they got such a good Revdex.com rating.

Please be advised of the following: Mrs. [redacted] was indeed originally scheduled for 9-10 am install on 3/28, however we did call her the day before and request that we change to 8-9 am. She agreed. On 3/29 I called her and let them know there was a mix up and that we were sending a crew as soon as...

possible to get there, extended apologies, etc. She called at 10:05 asking if they would be there soon. It was 55 minutes from our location to the property installation address. I advised her that if they were not going to be there quickly that I would call. they arrived at 10:21. I agree this was tardy and I followed up with her to make sure our deepest apologies were sent. While the installation was taking place and the caulking had been started, Mrs. [redacted] contacted me, stating it was not the color she wanted and that our installers were making a mess. I after many calls back and forth, and assuming the installers had already left, ascertained that they were still there and would be cleaning the parts of silicone she was referring to in the above mentioned pictures. I also explained that the thickness of the caulking in one side was due to the wall being uneven, which happens in bathrooms, but to remain flush, they made it appear to be complete.Next, I received a call from Mr. [redacted], where I explained I would speak to the owners and we would decide a potential remedy and I would call him back. Then I received more calls from Mrs. [redacted], in which I further explained, after she told me that she would not be paying for her installation that we could offer the removal and give her money back to her in full so that she could be whole again, out of respect for customer service, at our cost as now we have lost the stone she chose as well as time and payroll to our installers, She then agreed that after speaking with her husband, that she would like the counters removed and her money back. At that time, we instructed the installers to remove the installation and return to the shop. Our installers took pictures and video which I have included in this response. Further, many of the pictures included in the initial complaint were sent DURING the installation, it is our policy to make sure that the customer knows that the caulking is white until it dries and changes to clear. Continuing, the damage to the wall that needs drywall patched, could have occurred when the initial backsplash was removed and then ours was installed over it, or it could have occurred when our backsplash was removed an hour after install. It is correct, that our installers were there from 10:21- 3PM, as they installed a vanity countertop, then waited for a while for decisions to be made, then removed the entire countertop as well. This would obviously take time, especially when care is needed to remove. Our installers certainly did not cause further damage beyond that of a normal install. The separation in one of the photos also indicates that the bathroom wall is not flush to the cabinets, as the cabinet is clearly separating from the wall, thus further indication that our installers did the best they could with what they had to work with.Again, we have offered a full refund of the Customer's money to be sent to her, as she and I also discussed at length, that she paid by check and I would immediately issue a check today, prior to this notice from the Revdex.com. Again, we are willing and totally accepting that in order to maintain customer relations to offer a full refund for a product that we installed despite the costs we have accrued.

This company installed my granite wrong, flooded my house, crushed my water line and caused over $25,000 in damages to my home. The owner said he would "fix it himself" to avoid me going through insurance. Let's just say they are SNEAKY and doing things unlicensed. They sent an unlicensed plumber to my home. DO NOT USE KEYSTONE GRANITE! You will regret it. You are better off paying more for a company that knows what they are doing. I've been disputing these damages for 1.5 years and they are still denying responsbility. My incident happened in April 2014... Before they were a Revdex.com Accredited Business. Not sure how the heck they got accredited but you should definitely stay clear of them! They are sneaky and try to cover things up and send unlicensed people to your home. Most businesses would try to make things right... Not Keystone.

September 25, 2014
On September 12, 2014 Keystone Granite and Tile received a letter of complaint listed under ID [redacted]. Keystone Granite and Tile has been serving the [redacted] County area for over fifteen years, We stand behind our fabrication and services. We work hard to ensure our...

customers are satisfied with their decision to choose us for their projects. We will resolve any undesired aspect of this complaint to achieve the results that most of our customers provide us. I believe you will find in these attached recent quotes from satisfied customers that Keystone Granite and Tile provides quality customer service and craftsmanship. We believe that the member complaint of ID [redacted] will also be satisfied with the resolution that is in process now.In our process to resolve this matter we have provided several immediate responses to the complaints as they occurred. It is true our install crew went to the wrong home. After many attempts to get entry to the home they called the office to confirm the address. It was a misfortunate occurrence, Each install crew has a leader that will instruct his helper until which time they are skilled to perform on their own. This was the case when [redacted] overheard the clarifying of knowledge needed for the cutout of the outlet holes mentioned in the complaint. The outlet was not centrally placed in the riser area causing the cutout to have a 1.75" bridge remaining at the bottom of the cutout. This reduced the tensile strength significantly and therefore causing a crack to occur. We immediately . fabricated a new riser which is only 5.69" in height. Again the riser cracked. Our only resolution was to create a seam at the cutout to strengthen the riser. This also reduced the need for another seam which was originally in the riser. Our installation was successful. All complaints were assessed and resolved in a timely fashion.I look forward to Seeing a response of satisfaction from our customer in the near future.Best Regards,Mary Lou VSales and Design office

From: [redacted] [mailto:[redacted]] Sent: Friday, April 07, 2017 11:56 AMTo: Revdex.comSubject: Re: Your complaint has been receivedThis is regarding  Keystone I already have a claim regarding  their work.  I had to get a plumber out to my house.  Their is water  in my bathroom and closet.  The carpet is soaked.  The plumber advised me that the shut off valve under the vanity cabinet wss not shut all the way off. Plumber asked who was the last person who was suppose to turn off the value. I advised Keystone.   I have pictures I will send.  I am asking the water  be extractive by a personal  carpet cleaning  company.   Thanks

From: [redacted] [mailto:[redacted]] Sent: Tuesday, April 11, 2017 9:06 PMTo: Revdex.comSubject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted].On Apr 11, 2017 9:02 PM, wrote:The paperwork signed indicated the main water valve had to be turned off. The main water valve was in the closed position as requested. The facets were disconnected and the Keystone workers did not turn the facet valves off allowing the water to soil the carpet.