Let's Get Stoned, Incorporated

10pt">Customer ordered [redacted] through LGS and placed a deposit for the order. Customer provided a detailed layout of the countertop to LGS with no specification of corner radius. Countertops did not just arrive with rounded corners. We sent our best installation expert, Tino, to template the kitchen prior to fabrication. Tino made the template and asked if the customer wanted the quartz radius to be cut the same way as the existing counters. [redacted] replied with yes. Quartz was cut according to the clients requests. At no given time did the client mention 90 degree angles to our installer. Customer signed off on template. Please see attached copies of all documentation provided to LGS with signatures.
Customer refused quartz during install. He came into the showroom and spoke directly to me, Anya. At no given time did I gang up on him. This is a major exaggeration on customers behalf. I did however tell him this is not our fault that he failed to specify the desire for the corners to our installation team. Customer admitted that he did not communicate to our installer this important fact. He claims that he communicated it to Jordan when he placed the order. Jordan does not remember this and it is not written in the purchase order. We gave the customer an option to accommodate his requests by reducing the island 1.5” on two sides and ½” on the overhang on counters. Customer was unhappy with this and requested that we give him $500 off the balance to make him feel like he was getting something. I explained that this is not our fault and we are already taking a loss by refabricating and reinstalling material. He was insistent and in the end against my agreement, the “aggressive” father agreed to take off $300 for the reduced island size to make customer happy. Customer came back later that day with his wife. [redacted] lost her cool and started hissing and yelling at our staff. She was especially verbally aggressive towards Eric who is an elderly man which is not in the best health himself. We have everything recorded in our camera system and multiple witnesses that can attest to the facts.
Per customers request we installed quartz on 5/23. Customer called later that day to complain about some inclusions in the material. [redacted] warranties their material. If there truly are inclusions in the quartz they are willing and able to come and inspect it and replace if needed. If they find a significant imperfection, [redacted] will replace the stone. There is a problem with this however. The customer refused to pay the balance for the material we installed. After numerous attempts to contact the customer we have filed with the court. [redacted] representatives will not warranty the material unless the balance has been paid. I will be more than happy to provide client with proper resources in order to get that taken care of once the balance is cleared. This may be a good way for the client to get the replacement island that they are looking to get.
There was no mention of buff marks or edge imperfection during our conversations with client. We take pride in our work and if this was so we would have come out and smoothed the stone out. Unfortunatly, lack of communication is the fault of the customer on getting this resolved.
In order for us to help accommodate the customers’ requests we need final payment due. Otherwise we will see the client in court.
Thank you,
Anya R[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
All we are looking for is what we ordered. The drawing referenced and attached by LGS in their response to Revdex.com does not have radius corners because we did not want radius corners nor did we order radius corner. We came into the showroom and met with a sales representative named Jordan where we finalized the color, edge and corners by us and him from showroom samples. He did however seem preoccupied with discussing personal matters about his girlfriend, little brother and the blind shop next store, which he claimed he owned. This is not our first time buying granite. We have used [redacted] in the past multiple times in the recent pass, and have never had an issue with edge or corner design. LGS even describes in their response "Customer provided a detailed layout of the countertops to LGS with no specification of radius corners". This again is because I did not want radius corners. I did not tell the installer I wanted radius corners. That statement is completely false and fabricated. The bottom line here is that we ordered the [redacted] with 90 degree corners on the day we came in the store. When the installer came to take the template I did not say I wanted radius corners. I signed a drawing that showed square 90 degree corners. Obviously, the owner is not trying to conclude this amicably, and I am not getting into a who can discredit who. We want what we ordered. That’s it.

Customer ordered [redacted] through LGS and placed a deposit for the order. Customer provided a detailed layout of the countertop to LGS with no specification of corner radius. Countertops did not just arrive with rounded corners. We sent our best installation expert, Tino, to template the...

kitchen prior to fabrication. Tino made the template and asked if the customer wanted the quartz radius to be cut the same way as the existing counters. [redacted] replied with yes. Quartz was cut according to the clients requests. At no given time did the client mention 90 degree angles to our installer. Customer signed off on template. Please see attached copies of all documentation provided to LGS with signatures.
Customer refused quartz during install. He came into the showroom and spoke directly to me, Anya. At no given time did I gang up on him. This is a major exaggeration on customers behalf. I did however tell him this is not our fault that he failed to specify the desire for the corners to our installation team. Customer admitted that he did not communicate to our installer this important fact. He claims that he communicated it to Jordan when he placed the order. Jordan does not remember this and it is not written in the purchase order. We gave the customer an option to accommodate his requests by reducing the island 1.5” on two sides and ½” on the overhang on counters. Customer was unhappy with this and requested that we give him $500 off the balance to make him feel like he was getting something. I explained that this is not our fault and we are already taking a loss by refabricating and reinstalling material. He was insistent and in the end against my agreement, the “aggressive” father agreed to take off $300 for the reduced island size to make customer happy. Customer came back later that day with his wife. [redacted] lost her cool and started hissing and yelling at our staff. She was especially verbally aggressive towards Eric who is an elderly man which is not in the best health himself. We have everything recorded in our camera system and multiple witnesses that can attest to the facts.
Per customers request we installed quartz on 5/23. Customer called later that day to complain about some inclusions in the material. [redacted] warranties their material. If there truly are inclusions in the quartz they are willing and able to come and inspect it and replace if needed. If they find a significant imperfection, [redacted] will replace the stone. There is a problem with this however. The customer refused to pay the balance for the material we installed. After numerous attempts to contact the customer we have filed with the court. [redacted] representatives will not warranty the material unless the balance has been paid. I will be more than happy to provide client with proper resources in order to get that taken care of once the balance is cleared. This may be a good way for the client to get the replacement island that they are looking to get.
There was no mention of buff marks or edge imperfection during our conversations with client. We take pride in our work and if this was so we would have come out and smoothed the stone out. Unfortunatly, lack of communication is the fault of the customer on getting this resolved.
In order for us to help accommodate the customers’ requests we need final payment due. Otherwise we will see the client in court.
Thank you,
Anya R[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
Look, obviously this will go on forever because LGS is not accepting the fact that they did not fabricate my countertops to the specifications that were contracted. Unfortunately their demeanor up to this point has not been conducive to serve any amicable result. All we are looking for is what we purchased. I am not hearing any words of resolution from any of their responses.  I would be glad to pay them for what I owe if they would replace the kitchen island with a slab that is of the dimensions that I contracted and without flaws. This has been a tiring and stressful situation that LGS has put my wife and myself through. We are willing to accept the other wall perimeter countertops being shorter than our original countertops, but not the island.
Regards,[redacted]

Clearly, from pictures provided you can see that the grain does not flow in
the opposite direction. Customers argument is incorrect because they were
present at the custom layout on the quartzite. We took the actual template that
was made in their home and laid it directly onto the stone with the customer, we
traced the countertop with them. Any and all concerns should have been discussed
at this time and is the entire reason for this layout. There were no surprises.
Demanding money after the installation is unreasonable and unvalidated in this case.
Also please see the attached sign off of job installation and satisfaction.
Sincerely

The slab of granite was simply reversed. There is no disputing this fact. I have attached photos showing this.
This is a two level countertop. The grain was supposed to go in the same direction for both levels, but the installers mistakenly reversed the top piece. It was a very simply mistake they made. You can clearly see this by looking at the photos. The pattern on the lower level is the exact opposite direction of the upper level.

When we purchased the granite at the store, the salesman, Adam, as well as the gentleman that was to cut the stone, specifically stated that it is critical that the granite is all going in the same direction. In addition, they came out to our house and completed a template of the exact layout of the granite. The salesman, then had us back to the store to review it & once again the template showed (& they pointed out) the pattern of both levels was to go in the same direction.
“Let’s Get Stoned” indicated in their response that we are disputing the variations in the stone. That is not the issue. Again, it is simply that the installers inadvertently reversed the top piece & therefore the pattern is completely backwards.
We had another granite shop owner out to look at the installation & he too agreed it was simply that the installer mistakenly installed it in reverse. This is the owner of a very reputable local granite company that has been in business for many years. He explained that the upper piece simply needs to be removed, reversed & reinstalled for it to be done correctly.
We are very reasonable, understanding people & are not looking for anything but to have the problem resolved. We mentioned to “Let’s Get Stoned” if they weren’t interested in fixing the problem (that is, removing, reversing & re-installing the upper piece) that we would be ok with a credit. However, “Let’s Get Stoned” would not work with us in any regard.
We paid over $4,400 for the granite & installation, which on a fixed income is a lot of money for us. Again, we just simply want to be made whole and are not looking for anything more.
If you review our names we have never made a Revdex.com complaint and we are almost in our 70's. My husband is a retired Federal Government employee of many years. We just feel strongly about this & I know Revdex.com is a reputable company who stands behind consumers & fights for them in matters like this.
I truly do thank you for your time & immediate consideration with this matter.
Sincerely,
[redacted]

Review: I had my kitchen countertop installed April 18 by Lets Get Stoned workers. The cart that was used to roll the granite through the house left scratches in my wood floor. The scratches start at my front door, go through dining room and continue into kitchen. The floors were just re-finished in the last 2 months. I have made several calls in reference to scratches. The first phone call I was told to send pictures, which I did. Second phone call I was told by a worker that the owner said that there is no way they scratched my floor. Third phone call a worker stated owner is not around and he had no clue when he would be back.Desired Settlement: Compensation for damaged floor

Consumer

Response:

Would like floors repaired

Business

Response:

Homeowner was in fact installed on April 18th 2013. On Monday April 22, 2012, we received a call about the scratches on the floor. The homeowner assumed we did it when they noticed it four days later. Our installers used a tarp on the floor to protect it. The carts we use to roll the granite into the home all have rubber wheels on them. Out of the 12 years we have been in business, this is the first complaint we have received regarding scratches on the floors. The reason we use tarps and rubber wheels is to prevent exactly this. It is physically impossible for our installers to have scratched those floors. This was not done by LGS and crew and we cannot take responsibility for this.

The crews are very professional on the installations and make sure everything is perfect and the customer is satisfied.