MARBLECast Products, Inc.

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
They have sent a refund to my Paypal account which should clear this week
Sincerely,
*** ***

I would like to submit more info

Refund was initiated via PayPal per customers request on 11-13-2015.  The amount of $520 was refunded under transaction ID #[redacted]This complaint should now be satisfied.Thank you,Victoria K[redacted]

Complaint: [redacted]
I am rejecting this response because:
Submitted by
[redacted]
August 30th 2017.
 
 
In summary, the situation before us is a perfect
example of an unorganized woman managing a business who can't seem to get the
facts right when it comes to a customer’s special order.
 
Victoria C[redacted] failed to communicate her clients
request to her sculptor/artist and by so doing she dropped the ball but yet
refuses to take responsibility for her mistakes and has refused to neither
rectify her mistakes nor take all the appropriate steps a reasonable person
with vision will take to correct her mistakes so as to meet her customers
request. We are not talking about a $5 order, this is a $26,000.00 order bound
for outside the United States. Bottom line her company has failed to deliver
timely and failed to deliver a quality finished product period. Victoria will
not admit her mistakes but rather has tried to cover up her mistakes by
claiming that the client does not want to pay. Thug Life!
 
Victoria in her response to the Revdex.com stated; she
“notified the
client to pay the remaining balance of $13,000 and to come pick up the statue”
This statement is accurate. It is prudent of me
to apply the doctrine of Caveat Emptor after a long and very challenging working
experience with Victoria. Only a fool will send the balance due without first inspecting
the finish product. “Let the Buyer Be Aware” , As a buyer, I have the right to
bear the burden to reasonable property examination before I buy before I take
responsibility for its condition particularly in a situation when item being
purchase is not protected under strict warrant and bound for export.  
 
Challenge # 1
Victoria in her response to the Revdex.com stated; “Mr. [redacted] signed his approval for the finished
work and informed us that upon his return to Dallas, TX that he would gather
the remaining balance“.
 
The above statement made by Victoria C[redacted] is absolutely
false and I categorical deny singing any documents or approval for finished
product during my visit to Salt Lake City. I therefore challenge Victoria
C[redacted] & Marblecast to submit a copy of the signed “approval of finish work”
for expert signature verification to the Revdex.com. I am confident beyond reasonable
doubt that if any such document exists then it must be forgery.
 
Challenge # 2
Victoria in her response to the Revdex.com stated, "It should be noted
here, that Marblecast Products, Inc. does not make white bonded marble statues
of 6 feet tall in a solid state, our process creates statues in a hollow
state.  It was never described or promised to the [redacted] family that their
statue would be cast solid." 
 
This is the very first time of hearing any
representative of Marblecast state that they “DO NOT make white bonded marble
states of 6 feet tall in a solid state”. Yes, it is noted in Victoria’s
response to Revdex.com that her company does not make 6 feet tall solid statue,
however it is NEVER been noted anywhere else. I challenge Victoria and
MarbleCast to submit a copy of their previous brochures or any company communication
with me or any of my siblings or their previous clients prior to the signing of
the [redacted] order.
Please visit Marblecast website Statues.com https://www.statues.com/statues.com/index.php/basic-services/casting-methods-mat...⇄ />  
“Marble.
A blend
of fine grade white marble powder and specialized marble resin are mixed
together under proprietary supervision which is then weighed out accordingly
for each mold (model).  The material, as a liquid state is then catalyzed
(hardener) and within minutes is poured into the prepared mold that has been
securely set upside down with its pour-hole upward.  For most statues or artistic articles a mold is hand-poured full,
meaning the statue is solid.  It is not poured in a slush
motion.  Once the material has solidified, the mold is opened revealing
the casting.  It usually takes one full day for the casting to be
considered fully cured before the chasing can begin.  Removing casting lines,
imperfections and any bubbles that occur during the casting process is at this
point all done by hand using both sandpapers and small hand sanding tools for
ease.  Once perfected, the casting is hand-cleaned to remove dust, lightly
polished using soft cloths to bring out the natural sparkle of the
marble.  That’s it…the casting (statue) is beautiful.
If the
casting has been ordered with a patina, the same process above applies except
instead of polishing, the patina is hand dry-brushed onto the surface and then
very lightly sealed.
White
marble castings can be used for both indoor and outdoor placement, however
patina covered castings are not meant for outdoor use. Maintaining the
beauty of a white marble statue is very easy.  Because of its non-porous any
cleaning agent or detergent can be used with water.  For a more aggressive
cleaning to removing ink or hard to clean spots, acetone can be used with
ease.  Even a light sanding of the surface where a hard-to-clean spot is
can be done; you’d be amazed at how easy yet how durable MARBLECast is.” Screen
print BellowThis client absolutely has no problem with
paying for a quality finished product delivered as ordered. My father was a
very successful attorney, real estate developer, invested heavily in the
financial markets left a very hefty estate for his wife, children and extended
family members worth several millions of dollars. Therefore money is not an
issue, besides my 6 siblings and I are all successful professional degree
holders as well as business owners earning good income and are very comfortable.
No sure of where Mrs C[redacted] came up with "3 Siblings in her last response. 
 
It was clearly explained and communicated before
the order was placed that a solid statue
is required; and a hollow statue for many reasons is neither ideal nor suitable
for this international customer whose order is destined for outside the United
States; bound for a long air & rough ground trip to Ado Ekiti Nigeria. A
region and environment where the statue is more exposed to the risk of theft
& vandalism which is particularly of major concern to this international customer.
 
All it will take is one or two strikes with a hammer
or metal pipe from an average size person to topple/smash (the cheap product
Victoria has attempted to force upon her customer) it and bring the whole
structure down to crumbles.
 
[redacted]
During my several communications with Victoria;
I emailed her pictures of my grandparents’ sculptures which have been resting
on their graves in Ado Ekiti, Nigeria for over 40 & 50 years respectively.
I informed Victoria that my family wants a “Solid Sculpture” of our father just
like the solid ones of our Grandparents shown in the pictures (which was why I
sent her the pictures of our Grandparents sculpture). The only difference was
that the family decided on a life size sculpture.  I also informed Victoria that my Grandmothers
sculpture was at one point stolen from her grave but was later recovered.
Therefore, just as stated in the Marblecast/Statues.com Marketing Brochure she
sent me which I forwarded to my siblings. We certainly would have gone somewhere
else if Victoria had informed us that they were unable to fulfill our request for
a solid sculpture as stated in their company’s brochure which was shared with
us.  We certainly would have taken or
$26,000.00 to a company who can meet our needs
 
We wanted a Solid Life Size Sculpture for the
following reasons:
 
·        
A solid life Size sculpture
that would last forever; of the same quality or belter than that of our
Grandparents
·        
A Solid Life Size sculpture
that would be next to impossible for someone to steal or impossible to remove
from the estate grounds once install particularly because of the size and weight
·        
A Solid Life Size sculpture
that is next to impossible for someone to vandalize or smash at its final
resting place as discussed with Victoria, we initially contemplated ordering a
bronze sculpture like the one of the Nigerian man I saw on her website.
Victoria stated it was hollow and easier to steal because all the thief has to
do is to cut it off at the statue’s leg with a saw. I suggested perhaps we can
fill the inside of a bronze statue with concrete and re-inforce it with iron
rods, Victoria advised otherwise because she believed the chemicals in the concrete
may compromise the bronze material. She even said that it was not uncommon for
hollow bronze statues to be stolen from public places in the United States.
·        
A Solid Life Size sculpture
that would remain intact during transportation and one that would sustain the
long air and rough ground transportation to its final destination in Ado-Ekiti
Nigeria. Victoria at that time gave me a telephone number of a shipper that
they previously used.
 
I also informed Victoria before we placed our
order that the family DOES NOT want a white statue because my father is a Black
African man. I suggested a light grey marble tone/look similar to that of my grandparents.
Victoria informed me that they would add dye to the mix before they pour into
the mold. She again failed to communicate my request to the sculptor.
 
I was informed by Marblecast that the Statue was
completed and ready for delivery and that I should send them the balance
due/final payment. I asked if the shipping container they promised to build (to
hold the statue & the molds) was ready and Victoria said “yes”. I asked for
pictures and dimensions and the approximate weight so that I can contact UPS
and other shippers for airfreight quote to Ado-Ekiti Nigeria; and arrange for it
to be picked up. She again failed to send pictures of the box that I requested
 I felt I
was looking at a white man when I arrived in Salt Lake City and laid eyes on my
father’s statue for the very first time.
I was delighted after all we went through to get
to time point. I refused to send the balance without first going to Utah to
inspect the final product before making its way to Nigeria.
 
Upon arriving in Salt Lake City, to my
disappointment, I was presented with a hollow, pure WHITE Statue of my father
that was not polished nor finished. I asked to see the wooden shipping box that
they said was ready but they did not have one. Victoria lied to me so that they
can get the final payment prior to inspection perhaps thinking I was a fool.
 
I immediately informed both Victoria C[redacted] and
her husband Mr. C[redacted] that this was not acceptable. Victoria became very irate
and argumentative and said “nothing can be done about that and that it was too
late”. Her husband Mr. C[redacted] told me he knew what to do as far as fixing the
problem of color by staining the statue from the outside before polishing it to
a shine. He started to stain it in my presence so that I can decide on the
shade that was satisfactory while I was there. I brought my camera and took
several pictures. I have a picture of Mr. C[redacted] staining the statue while I
was there.
 
It was initially an uncomfortable meeting but
Victoria tried to make me feel more comfortable and special by later taking me
to lunch in the mall and to the Governor’s office where her friend who worked
for the Governor presented me the gold seal of Governor of Utah. We took several
pictures on the roof top.
 
I am of the opinion that Victoria C[redacted] is a
lacking and not a very organized small business Manager and also a very
forgetful person. I informed Victoria when I was traveling to Salt Lake City
Utah from Dallas Texas to meet with her and to inspect the so called finished
product before making the final payment. I wanted to make sure that I plan my
trip so that I can meet both her and her husband while I was in Utah, I emailed
Victoria a copy of my itinerary, and Victoria promised she would meet me and
pick me up from the airport. Upon my arrival Victoria was nowhere to be found,
so I called her. She was shocked and said she did not remember that I was
flying in that day. I was surprised she did not make a note or put me down on
her calendar.
 
However, I was quite energized and excited and
was looking forward to seeing my father’s statue for the first time in real
life. I was moved when I saw it but was extremely disappointed that it was not
presented as ordered. I left Utah very disappointed and returned to Dallas the
same day. It was a wasted trip and concerned that I may need to fly back to
Utah soon again for another inspection. I reported my findings to the family
and expressed my disappointment in writing. I even suggested a solution that
perhaps they can drill a hole into the head of the statue so that they can pour
and fill it up to make it one solid structure.
 
Victoria tried to force me to accept the statue
by threatening me with a ridiculous daily storage fees $35 per day. She also
decided to charge a fee to build the shipping box which was contrary to our
contract./agreement since the cost was already built into  the total price of $26,000.00
 
The family has no intention of paying $26,000.00
for Victoria C[redacted] & Marblecast mistake. The statue currently at
Marblecast in Salt Lake City is an inferior product and not the” solid” statue
that was ordered from Marblecast. Marblecast promised to deliver as stated “SOLID”
in their brochure and as shown on Marblecast website attached above. A solid state
NOT a mediocre hollow porcelain type 6ft statue. It is an insult and shameful
for Marblecast to present a cheap inadequate product and at the same time
expect me to spend an additional $15,000 to $20,000.00 to ship if to Ado-Ekiti
Nigeria.
 
Perform as promised and Marblecast will receive
$26,000.00 to the last penny.
Sincerely,
[redacted]

Marblecast Products, Inc. STATUES.COM Victoria K[redacted] 947 West Folsom Avenue SLC, UT 84104   RE:   Revdex.com Response to Complaint #[redacted]   On July 30, 2015 Mr. [redacted], acting as representative of his 3 siblings and himself hired Marblecast Products, Inc. (statues.com) to...

create a custom made life size life like sculpture of their late father made of white bonded cast marble.  The total cost quoted was $26,000 and that we would require a minimum of 4-5 months to create.  The [redacted] family entered in to a Custom Work Agreement (contract) which, as in all Custom Work Agreements assigned by Marblecast Products, Inc. to clients, states, among other things, a timeline for the work to be performed, the cost agreed upon, the payment schedule agreed upon and the material to be used for the casting.  These terms, if followed, would guarantee the completion and the finished white bonded marble statue no later than November 10, 2015, and only if the contract was initiated no later than July 31, 2015.  Due to the short time frame, this very specific stipulation was the highlight of the work order agreement.   Marblecast Products, Inc. fulfilled its work order for the [redacted] family in November 2015 and notified the client to pay the remaining balance of $13,000 and to come pick up the statue.  We did not hear from the [redacted] family again until after Christmas 2015 when he exclaimed that he wanted to come to SLC and see the statue in person before having it paid and picked up.  Mr. [redacted] came to SLC on March 9, 2016. While Mr. [redacted]’s visit to SLC, Utah, he praised our sculptor, team and owners of the amazing likeness to his late father the statue had and praised the fine quality of the finished statue ordered.  Mr. [redacted] signed his approval for the finished work and informed us that upon his return to Dallas, TX that he would gather the remaining balance of $13,000 from his siblings, pay us and then would make arrangements for the pick up of the statue using his choice of freight company. On March 25th, Mr. [redacted] sent us an email saying he was disappointed in us and in the final product that he had reviewed during his visit to our shop.  As one can imagine, we were in shock because this was a completely different from what he told us while in Utah.  He demanded we either refund the $13,000 or deliver a statue worthy of his expectations.  These expectations included the statue be solid and not hollow and that the likeness of his late father be one that would “make him proud”.  It should be noted here, that Marblecast Products, Inc. does not make white bonded marble statues of 6 feet tall in a solid state, our process creates statues in a hollow state.  It was never described or promised to the [redacted] family that their statue would be cast solid.  We made every effort to satisfy to the client that the work they hired us to do is complete, that our balance of $13,000 was now due and once paid, it can be picked up anytime that fits their schedule.  Today, the client has a balance due of $16,000 (as $3,000 of the amount previously paid was successfully charged back via their American Express claim).  The [redacted] family, specifically Mr. [redacted] failed to comply with the terms of the contract that was previously agreed to and signed upon by the parties.  Their finished statue remains at the Marblecast facility.