We take great pride in our level of customer service and satisfactionIt is our top priority to offer great service and quality installation to all of our customersWe are disappointed that our level of service did not exceed our customer's expectationsWe want every customer to feel satisfied with our products and serviceFor this reason we want to resolve the issues that are explained on [redacted] This is our version of the this situation Customer came in and purchased Quartz counter top on 09/28/and paid for installation on 10/02/ The installation was set for 10/03/ The installation was finished on 10/03/-customer was not present at the time of completion Customer contacted us on 10/04/complaining about the seam widths on a few areas After explaining to the customer that the seams were standard widths we still agreed to go back and re-polish them 10/06/We went back to re-polish seams and to evaluate the entire installation job with the customer to make sure there were no other issues that the customer hadAt this point the customer was fine with the installation but also wanted us to give him a partial re-reimbursement for his time and gasThis was an option that was offered to the customer instead of going back and fixing the seamsSince we selected to go back and fix the issue we do not feel compelled to give a re-reimbursement to the customerThis information was related to the customer via phone conversation.The customer was still not satisfied At this point there was no more communication with the customerAs a result, we felt that everything was settled On 10/25/the customer contacted us with a new complaintThis time the customer was complaining that the caulking behind the sink was poorly installed and caused water damage to the outlet wall Since 10/28/we have made at least attempts to contact the customer via phone callWe have left voicemail messages but have had no responseSince the customer never returned our phone calls, we assumed that the customer was resolvedIt is our suspicion that the water damage was caused by poor sink/faucet/plumbing installation which was not performed by usWe do not offer any plumbing or electricalTherefore, Lu Granite is not liable for any damages caused by plumbing and electrical Without knowledge, the customer made arrangements with our installer directlyThe installer agreed to go back and review the jobHowever, the installer was under the impression that we were in communication with the customerSince we were in the dark, we never confirmed a date with the installer to go back and therefore he never showed up to the customers home We take great pride in our customer service and installationIt is our goal to exceed every customers expectationsIt is unfortunate that this particular customer had a bad experience with this projectNonetheless, we would gladly like to resolve this issue Counter Resolution: We offer to go back and review the job, fix any issues pertaining to the counter top installation
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
I would just like to clear up any information regarding the issue
“The installation was finished on 10/03/-customer was not present at the time of completion.”
Correct, I was not present at the time of installationI told the woman who helped me that no one would be home after two and I was leery of leaving the installer in my home aloneShe proceeded to tell me that no one needed to be present for the installer to complete the job, or to inspect his work afterShe also failed to tell me that a signature was needed after the installation
“Customer contacted us on 10/04/complaining about the seam widths on a few areas“
Incorrect, I contacted the business because the countertops were not cut correctly but were installed regardlessAfter talking to the installer he admitted that his saw slipped which is why there were jagged chunks missing at the seams
“After explaining to the customer that the seams were standard widths we still agreed to go back and re-polish them.”
The male employee who came out mentioned they were still functional, even though the installer admitted to making an incorrect cut on the countertopsThe polishing was done because of the unevenness of the countertops after installationThe installer himself told me the pre-fabricated counters LU sells are prone to this issue and if I wanted them to be perfectly even I needed to buy an entire slab of natural stone
“10/06/We went back to re-polish seams and to evaluate the entire installation job with the customer to make sure there were no other issues that the customer hadAt this point the customer was fine with the installation but also wanted us to give him a partial re-reimbursement for his time and gasThis was an option that was offered to the customer instead of going back and fixing the seamsSince we selected to go back and fix the issue we do not feel compelled to give a re-reimbursement to the customerThis information was related to the customer via phone conversationThe customer was still not satisfied.”
I was offered partial reimbursement (50$) to leave the countertops as isI refused to accept the reimbursement as I did not pay over $for a service to be done incorrectly and asked that the installer come back out and fix his mistakes if able toAfter the repair I requested a partial reimbursement as I had to miss work several days, as well as miss classes for my master’s program all because LU and the installer kept guaranteeing they would be out to fix the issue, but would not show up or answer my callsThe installer repeatedly would answer the phone and hang up so I was unable to leave a messageI was told that the reimbursement may be possible after the employee contacted his boss, and was told this would only take a few hoursI was never notified of any decision
“On 10/25/the customer contacted us with a new complaintThis time the customer was complaining that the caulking behind the sink was poorly installed and caused water damage to the outlet wall“
I contacted LU and asked for HRI Spoke to the person I was directed to and she told me the entire situation was handled poorly and what I would like to doI Let her know that I wanted the issue fixed or I would be willing to have someone else come out and have them bill LU
“Since 10/28/we have made at least attempts to contact the customer via phone callwe have left voicemail messages but have had no responseSince the customer never returned our phone calls, we assumed that the customer was resolvedIt is our suspicion that the water damage was caused by poor sink/faucet/plumbing installation which was not performed by usWe do not offer any plumbing or electricalTherefore, Lu granite is not liable for any damages caused by plumbing and electrical“
I let the HR rep know I was only going to be working through her, she had the installer call me directly about the issueUnfortunately, it is not only the sink area where the caulking has come undone , the issue persists throughout the entire kitchen where the countertops were installed implying the entire thing was caulked poorlyI am not seeking any repairs because of water and electrical damage, I would just like the countertops caulked well
“Without knowledge, the customer made arrangements with our installer directlyThe installer agreed to go back and review the jobHowever, the installer was under the impression that we were in communication with the customerSince we were in the dark, we never confirmed a date with the installer to go back and therefore he never showed up to the customers home“
Incorrect, the woman from HR who was assisting me with the issue was the one who had the installer contact meThe installer agreed to come out several times, but failed to do so and once again never bothered to notify me
“We take great pride in our customer service and installationIt is our goal to exceed every customers expectationsIt is unfortunate that this particular customer had a bad experience with this projectNonetheless, we would gladly like to resolve this issue.”
This is good to hear, I accept your offer to come back and fix any issues pertaining to the countertop installation on the condition that it be done within daysThat ensures the Revdex.com does not close the case prior to the repairI am available Monday-Wednesday after 3:
Damaged installation of quartz countertops, chipped cuts in the counters, broken pieces on the cornersPoor contact by business to repair workInstaller ignores calls by answering and hanging up so you cannot leave a message Took days to get someone out to repair the damage, weeks later the grout they placed is completely worn away allowing water from the sink to run down the wall and into the electrical outletInstaller called after I contacted HR, states he will come out Monday or Wednesday to fix the issueIt has been over a month and he still has not completed the repair even though I call daily and he guarantees he will be out later
You have to very very carefully to doing business with themI bought some granite count top for our bathroom remodelingBecause I am not sure the size for the back splash (between count top and the mirror)I couldn’t decide buy the piece or notThen the sales lady told me; you can pay for it now, go home to measureIf you don’t need this piece, just tell your contractor do not pick itI will give you refundIn that case, you can save a tripI trusted her and paid everythingAfter I went home, I found there is no room for the back splash pieceThe contractor picked up all other granite, but didn’t pick up this pieceI went the store; they refused to give me refundThey said, the only thing they can do is give me the store creditOnly three days late!!!
Do not do business with this company After ordering countertop with this company, they proceed to send out an installer who proceeds to ruin the first counter top by cutting out faucet holes incorrectly (they were about an inch off center) When installer advised of this, he reluctantly uses remaining half of slab I had BOUGHT AND PAID FOR to prefabricate new top (reluctant because he had already loaded remaining part onto his truck) Aside from sloppiness with install (glue left all around sink edge that you can feel under lip of counter top), same installer now installs a chipped back splash Mind you he had another perfectly good piece that he some how "misplaced" because he decided to take it (i suspect for another job) I immediately notified manager who advised he needed to order new material After several weeks, I had to call them back to remind them I needed my back splash replaced I had also advised them of the installers sloppiness and essentially theft of remaining materials that would have allowed my project to be completed They proceed to send same person back with instructions to "patch" crack I never purchased broken material I advised installer that was not acceptable and came to conclusion they would order new piece After several more weeks, several more phone calls, showing up at show room twice (first time manager was not there), had same incompetent installer come back to fix back splash Still think it was poorly done and not happy with work but do not have much recourse aside from letting every one know how bad it was to deal with this company I would pay twice as much to not deal with the incompetence again DO NOT USE THIS COMPANY
be careful their customer service after the fact sucks, they will blow you off if you have the slightest problem dealt with LU granite in Visalia, the reason I give them only a is because of customer service, the price was good, the installers they used (josh and brian) were great, couldnt ask for better installers I bought a stainless steel sink from them, within a week it already started having a rust spot they keep telling me they will get back with me in a few days, then a week or two later my wife would have to call Luckily I work someone where I pay for a legal fund that is willing to represent me for free now to start the legal journey*** ***
The issue the customer is referring to with the water damage is due to the sink and plumbing installation. We do not do plumbing and he needs to refer to his plumber. His plumber needs to come out to repair any plumbing issue he may have. At the time of installation of the counter tops the customer...
was happy and signed off on the paperwork saying he was satisfied with the job.
We take great pride in our level of customer service and satisfaction. It is our top priority to offer great service and quality installation to all of our customers. We are disappointed that our level of service did not exceed our customer's expectations. We want every customer to feel satisfied with our products and service. For this reason we want to resolve the issues that are explained on [redacted] This is our version of the this situation. Customer came in and purchased Quartz counter top on 09/28/2017 and paid for installation on 10/02/2017 The installation was set for 10/03/2017. The installation was finished on 10/03/2017 -customer was not present at the time of completion. Customer contacted us on 10/04/2017 complaining about the seam widths on a few areas. After explaining to the customer that the seams were standard widths we still agreed to go back and re-polish them. 10/06/2017 We went back to re-polish seams and to evaluate the entire installation job with the customer to make sure there were no other issues that the customer had. At this point the customer was fine with the installation but also wanted us to give him a partial re-reimbursement for his time and gas. This was an option that was offered to the customer instead of going back and fixing the seams. Since we selected to go back and fix the issue we do not feel compelled to give a re-reimbursement to the customer. This information was related to the customer via phone conversation.The customer was still not satisfied. At this point there was no more communication with the customer. As a result, we felt that everything was settled. On 10/25/2017 the customer contacted us with a new complaint. This time the customer was complaining that the caulking behind the sink was poorly installed and caused water damage to the outlet wall. Since 10/28/2017 we have made at least 2 attempts to contact the customer via phone call. We have left voicemail messages but have had no response. Since the customer never returned our phone calls, we assumed that the customer was resolved. It is our suspicion that the water damage was caused by poor sink/faucet/plumbing installation which was not performed by us. We do not offer any plumbing or electrical. Therefore, Lu Granite is not liable for any damages caused by plumbing and electrical. Without knowledge, the customer made arrangements with our installer directly. The installer agreed to go back and review the job. However, the installer was under the impression that we were in communication with the customer. Since we were in the dark, we never confirmed a date with the installer to go back and therefore he never showed up to the customers home. We take great pride in our customer service and installation. It is our goal to exceed every customers expectations. It is unfortunate that this particular customer had a bad experience with this project. Nonetheless, we would gladly like to resolve this issue. Counter Resolution: We offer to go back and review the job, fix any issues pertaining to the counter top installation.
We take great pride in our level of customer service and satisfactionIt is our top priority to offer great service and quality installation to all of our customersWe are disappointed that our level of service did not exceed our customer's expectationsWe want every customer to feel satisfied with our products and serviceFor this reason we want to resolve the issues that are explained on [redacted] This is our version of the this situation Customer came in and purchased Quartz counter top on 09/28/and paid for installation on 10/02/ The installation was set for 10/03/ The installation was finished on 10/03/-customer was not present at the time of completion Customer contacted us on 10/04/complaining about the seam widths on a few areas After explaining to the customer that the seams were standard widths we still agreed to go back and re-polish them 10/06/We went back to re-polish seams and to evaluate the entire installation job with the customer to make sure there were no other issues that the customer hadAt this point the customer was fine with the installation but also wanted us to give him a partial re-reimbursement for his time and gasThis was an option that was offered to the customer instead of going back and fixing the seamsSince we selected to go back and fix the issue we do not feel compelled to give a re-reimbursement to the customerThis information was related to the customer via phone conversation.The customer was still not satisfied At this point there was no more communication with the customerAs a result, we felt that everything was settled On 10/25/the customer contacted us with a new complaintThis time the customer was complaining that the caulking behind the sink was poorly installed and caused water damage to the outlet wall Since 10/28/we have made at least attempts to contact the customer via phone callWe have left voicemail messages but have had no responseSince the customer never returned our phone calls, we assumed that the customer was resolvedIt is our suspicion that the water damage was caused by poor sink/faucet/plumbing installation which was not performed by usWe do not offer any plumbing or electricalTherefore, Lu Granite is not liable for any damages caused by plumbing and electrical Without knowledge, the customer made arrangements with our installer directlyThe installer agreed to go back and review the jobHowever, the installer was under the impression that we were in communication with the customerSince we were in the dark, we never confirmed a date with the installer to go back and therefore he never showed up to the customers home We take great pride in our customer service and installationIt is our goal to exceed every customers expectationsIt is unfortunate that this particular customer had a bad experience with this projectNonetheless, we would gladly like to resolve this issue Counter Resolution: We offer to go back and review the job, fix any issues pertaining to the counter top installation
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
I would just like to clear up any information regarding the issue
“The installation was finished on 10/03/-customer was not present at the time of completion.”
Correct, I was not present at the time of installationI told the woman who helped me that no one would be home after two and I was leery of leaving the installer in my home aloneShe proceeded to tell me that no one needed to be present for the installer to complete the job, or to inspect his work afterShe also failed to tell me that a signature was needed after the installation
“Customer contacted us on 10/04/complaining about the seam widths on a few areas“
Incorrect, I contacted the business because the countertops were not cut correctly but were installed regardlessAfter talking to the installer he admitted that his saw slipped which is why there were jagged chunks missing at the seams
“After explaining to the customer that the seams were standard widths we still agreed to go back and re-polish them.”
The male employee who came out mentioned they were still functional, even though the installer admitted to making an incorrect cut on the countertopsThe polishing was done because of the unevenness of the countertops after installationThe installer himself told me the pre-fabricated counters LU sells are prone to this issue and if I wanted them to be perfectly even I needed to buy an entire slab of natural stone
“10/06/We went back to re-polish seams and to evaluate the entire installation job with the customer to make sure there were no other issues that the customer hadAt this point the customer was fine with the installation but also wanted us to give him a partial re-reimbursement for his time and gasThis was an option that was offered to the customer instead of going back and fixing the seamsSince we selected to go back and fix the issue we do not feel compelled to give a re-reimbursement to the customerThis information was related to the customer via phone conversationThe customer was still not satisfied.”
I was offered partial reimbursement (50$) to leave the countertops as isI refused to accept the reimbursement as I did not pay over $for a service to be done incorrectly and asked that the installer come back out and fix his mistakes if able toAfter the repair I requested a partial reimbursement as I had to miss work several days, as well as miss classes for my master’s program all because LU and the installer kept guaranteeing they would be out to fix the issue, but would not show up or answer my callsThe installer repeatedly would answer the phone and hang up so I was unable to leave a messageI was told that the reimbursement may be possible after the employee contacted his boss, and was told this would only take a few hoursI was never notified of any decision
“On 10/25/the customer contacted us with a new complaintThis time the customer was complaining that the caulking behind the sink was poorly installed and caused water damage to the outlet wall“
I contacted LU and asked for HRI Spoke to the person I was directed to and she told me the entire situation was handled poorly and what I would like to doI Let her know that I wanted the issue fixed or I would be willing to have someone else come out and have them bill LU
“Since 10/28/we have made at least attempts to contact the customer via phone callwe have left voicemail messages but have had no responseSince the customer never returned our phone calls, we assumed that the customer was resolvedIt is our suspicion that the water damage was caused by poor sink/faucet/plumbing installation which was not performed by usWe do not offer any plumbing or electricalTherefore, Lu granite is not liable for any damages caused by plumbing and electrical“
I let the HR rep know I was only going to be working through her, she had the installer call me directly about the issueUnfortunately, it is not only the sink area where the caulking has come undone , the issue persists throughout the entire kitchen where the countertops were installed implying the entire thing was caulked poorlyI am not seeking any repairs because of water and electrical damage, I would just like the countertops caulked well
“Without knowledge, the customer made arrangements with our installer directlyThe installer agreed to go back and review the jobHowever, the installer was under the impression that we were in communication with the customerSince we were in the dark, we never confirmed a date with the installer to go back and therefore he never showed up to the customers home“
Incorrect, the woman from HR who was assisting me with the issue was the one who had the installer contact meThe installer agreed to come out several times, but failed to do so and once again never bothered to notify me
“We take great pride in our customer service and installationIt is our goal to exceed every customers expectationsIt is unfortunate that this particular customer had a bad experience with this projectNonetheless, we would gladly like to resolve this issue.”
This is good to hear, I accept your offer to come back and fix any issues pertaining to the countertop installation on the condition that it be done within daysThat ensures the Revdex.com does not close the case prior to the repairI am available Monday-Wednesday after 3:
Damaged installation of quartz countertops, chipped cuts in the counters, broken pieces on the cornersPoor contact by business to repair workInstaller ignores calls by answering and hanging up so you cannot leave a message Took days to get someone out to repair the damage, weeks later the grout they placed is completely worn away allowing water from the sink to run down the wall and into the electrical outletInstaller called after I contacted HR, states he will come out Monday or Wednesday to fix the issueIt has been over a month and he still has not completed the repair even though I call daily and he guarantees he will be out later
You have to very very carefully to doing business with themI bought some granite count top for our bathroom remodelingBecause I am not sure the size for the back splash (between count top and the mirror)I couldn’t decide buy the piece or notThen the sales lady told me; you can pay for it now, go home to measureIf you don’t need this piece, just tell your contractor do not pick itI will give you refundIn that case, you can save a tripI trusted her and paid everythingAfter I went home, I found there is no room for the back splash pieceThe contractor picked up all other granite, but didn’t pick up this pieceI went the store; they refused to give me refundThey said, the only thing they can do is give me the store creditOnly three days late!!!
Do not do business with this company After ordering countertop with this company, they proceed to send out an installer who proceeds to ruin the first counter top by cutting out faucet holes incorrectly (they were about an inch off center) When installer advised of this, he reluctantly uses remaining half of slab I had BOUGHT AND PAID FOR to prefabricate new top (reluctant because he had already loaded remaining part onto his truck) Aside from sloppiness with install (glue left all around sink edge that you can feel under lip of counter top), same installer now installs a chipped back splash Mind you he had another perfectly good piece that he some how "misplaced" because he decided to take it (i suspect for another job) I immediately notified manager who advised he needed to order new material After several weeks, I had to call them back to remind them I needed my back splash replaced I had also advised them of the installers sloppiness and essentially theft of remaining materials that would have allowed my project to be completed They proceed to send same person back with instructions to "patch" crack I never purchased broken material I advised installer that was not acceptable and came to conclusion they would order new piece After several more weeks, several more phone calls, showing up at show room twice (first time manager was not there), had same incompetent installer come back to fix back splash Still think it was poorly done and not happy with work but do not have much recourse aside from letting every one know how bad it was to deal with this company I would pay twice as much to not deal with the incompetence again DO NOT USE THIS COMPANY
be careful their customer service after the fact sucks, they will blow you off if you have the slightest problem dealt with LU granite in Visalia, the reason I give them only a is because of customer service, the price was good, the installers they used (josh and brian) were great, couldnt ask for better installers I bought a stainless steel sink from them, within a week it already started having a rust spot they keep telling me they will get back with me in a few days, then a week or two later my wife would have to call Luckily I work someone where I pay for a legal fund that is willing to represent me for free now to start the legal journey*** ***
The issue the customer is referring to with the water damage is due to the sink and plumbing installation. We do not do plumbing and he needs to refer to his plumber. His plumber needs to come out to repair any plumbing issue he may have. At the time of installation of the counter tops the customer...
was happy and signed off on the paperwork saying he was satisfied with the job.
We take great pride in our level of customer service and satisfaction. It is our top priority to offer great service and quality installation to all of our customers. We are disappointed that our level of service did not exceed our customer's expectations. We want every customer to feel satisfied with our products and service. For this reason we want to resolve the issues that are explained on [redacted] This is our version of the this situation. Customer came in and purchased Quartz counter top on 09/28/2017 and paid for installation on 10/02/2017 The installation was set for 10/03/2017. The installation was finished on 10/03/2017 -customer was not present at the time of completion. Customer contacted us on 10/04/2017 complaining about the seam widths on a few areas. After explaining to the customer that the seams were standard widths we still agreed to go back and re-polish them. 10/06/2017 We went back to re-polish seams and to evaluate the entire installation job with the customer to make sure there were no other issues that the customer had. At this point the customer was fine with the installation but also wanted us to give him a partial re-reimbursement for his time and gas. This was an option that was offered to the customer instead of going back and fixing the seams. Since we selected to go back and fix the issue we do not feel compelled to give a re-reimbursement to the customer. This information was related to the customer via phone conversation.The customer was still not satisfied. At this point there was no more communication with the customer. As a result, we felt that everything was settled. On 10/25/2017 the customer contacted us with a new complaint. This time the customer was complaining that the caulking behind the sink was poorly installed and caused water damage to the outlet wall. Since 10/28/2017 we have made at least 2 attempts to contact the customer via phone call. We have left voicemail messages but have had no response. Since the customer never returned our phone calls, we assumed that the customer was resolved. It is our suspicion that the water damage was caused by poor sink/faucet/plumbing installation which was not performed by us. We do not offer any plumbing or electrical. Therefore, Lu Granite is not liable for any damages caused by plumbing and electrical. Without knowledge, the customer made arrangements with our installer directly. The installer agreed to go back and review the job. However, the installer was under the impression that we were in communication with the customer. Since we were in the dark, we never confirmed a date with the installer to go back and therefore he never showed up to the customers home. We take great pride in our customer service and installation. It is our goal to exceed every customers expectations. It is unfortunate that this particular customer had a bad experience with this project. Nonetheless, we would gladly like to resolve this issue. Counter Resolution: We offer to go back and review the job, fix any issues pertaining to the counter top installation.