Lana Drew Student Services, LLC

We realize the customer is upset about the additional trip chargeHowever the sign off that was done onsite at the time of the original template appointment clearly states the counter top in place was not levelMaybe the customer didn't actually sign that himself but the representative on site didWe were looking out for the customers best interests and giving them the opportunity to correct problems on site before we installed their new counter topsWe are sorry this causes a second trip and a minimal fee but it is far better than installing a new counter top on cabinets that aren't going to properly support the stone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

  
 There was no question asked about the counter tops removed in our conversation on the phone. In the documentation given to us from Home Depot there was no instructions that requested we remove our counter tops before the template. I did not sign those documents that were attached either. At this point we have contacted Home Depot with this information and they will be paying for the fee themselves. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We realize the customer is upset about the additional trip charge. However the sign off that was done onsite at the time of the original template appointment clearly states the counter top in place was not level. Maybe the customer didn't actually sign that himself but the representative on site did. We were looking out for the customers best interests and giving them the opportunity to correct problems on site before we installed their new counter tops. We are sorry this causes a second trip and a minimal fee but it is far better than installing a new counter top on cabinets that aren't going to properly support the stone.

After reviewing the details of this job I have some answers to the customer's complaint. We did go out on August * to measure for new countertops. Prior to going out we conducted our initial call to the customer to confirm they were ready. This was done on July [redacted]. I we asked if the old...

countertops were removed so we could verify the cabinets were level. The customer informed us he was reusing the existing cabinets and that the old countertops were removed. When our templater arrived on 8/5 we found that the old countertops were not removed. This isn't always a problem, sometimes we can template over the existing countertops. Our templater followed standard procedure and put a level on the countertops and found that it wasn't level. Because we need the cabinets to be level before we can install the stone countertops and we couldn't tell if it was a cabinet problem, we instructed the customer to remove the tops and have the cabinets leveled. If the customer had removed the top prior to the template appointment as the had told us was done this could have been avoided. We do not expect customers to go three weeks without a countertop or sink. They could have done as most of our customer and removed the top for the template appointment. The cabinets could be adjusted and the tops put back on until the new tops arrive.I have attached copies of the checklist we do over the phone where the customer told us the top was removed and the paperwork from the template appointment acknowledging that there would be a $75 fee for us to return and template after the top was removed.