Complaint: ***
I am rejecting this response because:
The last representative from MultinStone took pictures of the counters and wrote a work orderThe work order was for a representative of ***, manufacturer, to come and assess the countertopsWe signed the work order and expected a call from ***, to set the appointment The work order was mot fulfilled and the manufacturer did not come to see the countersThe photos were never sent to *** *** or *** eitherI reject that the mnufacturer says the counters are okay as they never came to see them They do notreceive the work order stating that they were damaged The work order was generated by Multi Stone's representative detailing the damaged, photos were taken by he same person, but this info was never sent to *** *** until I brought it to the attention of *** and *** *** MultinStone did not provide good customer service
Regards,
*** ***
Company's second response below:
Dear Revdex.com
In response to the message of *** ***eAs the customer has an issue with the product she purchased, it is up to her provider (The *** ***) to submit the request for a factory representative to make a site visitAfter about two weeks after Multi Stone’s last visit and communication with ***, only then did The *** *** respond to our input for them to get the product / factory rep involvedOn December 7th, at 12:the factory rep and two associates of The *** *** did visit the customer to make any warranty claims as they see fit to satisfy the customerMulti Stone is not allowed to deal with The *** *** customers in the case were there is nothing the installer or the fabricator can do to improve the situationSincerely
*** ***
Multistone Enterprises, Inc
Company's response below:
From: [redacted]
dir="ltr" "">>Date: Fri, Dec 4, at 1:PMSubject: Revdex.com [redacted] complaint Nr [redacted]To: [redacted]>Cc: [redacted]
To attention Revdex.com,
Customer [redacted] has filed a complaint against MultiStone with the Revdex.com, claiming damages, lack of professional response and service
MultiStone is a contractor providing a service to a retail businessThis customer bought a product through the retail center and MultiStone provided and installed the product.
After installation MultiStone made multiple visits to the customers address to review the product installed and investigate issues the customer had with the finished productCustomer claims a "haziness" on the finish of the product.
After careful review and consideration by MultiStone, it was found that the product was successfully installed to the standard of the [redacted] and the product that was installed is free on any defect
The manufacturer of the product agrees that the product is performing and appear exactly as it was designed and manufactured to be.
If the customer is unsatisfied with the product they have purchased, the Customer has to address it with the retailer through which the product was purchased and they are contracted with to receive this product
Please remove this claim against MultiStone as we have preformed, delivered exactly and beyond our contract to try to please and deliver the most professional service to the Customer
Thank you
Kind Regards,
[redacted]
[redacted]>Date: Fri, Nov 20, 2015 at 1:42 PMSubject: Complaint ID:[redacted]
Good afternoon,
We have just received this complaint in the mail and it is the first we heard of it and not sure why it said it was a 2nd notice.
Not sure why the customer said we ignored his emails and phone calls for over a month. He certainly did not contact this office – none of us had any email or phone call from him.
The customer originally dealt with the [redacted] in [redacted] where he purchased the stone from and they quoted him the backsplashes he is referring to.
I think there was some miscommunication between our [redacted] and the customer and/or with us as we did not get the instruction to have backsplashes cut after his visit.
We will definitely look into this and get it resolved with the customer as soon as we can.
Complaint: ***
I am rejecting this response because:
The last representative from MultinStone took pictures of the counters and wrote a work orderThe work order was for a representative of ***, manufacturer, to come and assess the countertopsWe signed the work order and expected a call from ***, to set the appointment The work order was mot fulfilled and the manufacturer did not come to see the countersThe photos were never sent to *** *** or *** eitherI reject that the mnufacturer says the counters are okay as they never came to see them They do notreceive the work order stating that they were damaged The work order was generated by Multi Stone's representative detailing the damaged, photos were taken by he same person, but this info was never sent to *** *** until I brought it to the attention of *** and *** *** MultinStone did not provide good customer service
Regards,
*** ***
Company's second response below:
Dear Revdex.com
In response to the message of *** ***eAs the customer has an issue with the product she purchased, it is up to her provider (The *** ***) to submit the request for a factory representative to make a site visitAfter about two weeks after Multi Stone’s last visit and communication with ***, only then did The *** *** respond to our input for them to get the product / factory rep involvedOn December 7th, at 12:the factory rep and two associates of The *** *** did visit the customer to make any warranty claims as they see fit to satisfy the customerMulti Stone is not allowed to deal with The *** *** customers in the case were there is nothing the installer or the fabricator can do to improve the situationSincerely
*** ***
Multistone Enterprises, Inc
Company's response below:
From: [redacted]
dir="ltr" "">>Date: Fri, Dec 4, at 1:PMSubject: Revdex.com [redacted] complaint Nr [redacted]To: [redacted]>Cc: [redacted]
To attention Revdex.com,
Customer [redacted] has filed a complaint against MultiStone with the Revdex.com, claiming damages, lack of professional response and service
MultiStone is a contractor providing a service to a retail businessThis customer bought a product through the retail center and MultiStone provided and installed the product.
After installation MultiStone made multiple visits to the customers address to review the product installed and investigate issues the customer had with the finished productCustomer claims a "haziness" on the finish of the product.
After careful review and consideration by MultiStone, it was found that the product was successfully installed to the standard of the [redacted] and the product that was installed is free on any defect
The manufacturer of the product agrees that the product is performing and appear exactly as it was designed and manufactured to be.
If the customer is unsatisfied with the product they have purchased, the Customer has to address it with the retailer through which the product was purchased and they are contracted with to receive this product
Please remove this claim against MultiStone as we have preformed, delivered exactly and beyond our contract to try to please and deliver the most professional service to the Customer
Thank you
Kind Regards,
[redacted]
Company's response below:
From: [redacted]...
[redacted]>Date: Fri, Nov 20, 2015 at 1:42 PMSubject: Complaint ID:[redacted]
Good afternoon,
We have just received this complaint in the mail and it is the first we heard of it and not sure why it said it was a 2nd notice.
Not sure why the customer said we ignored his emails and phone calls for over a month. He certainly did not contact this office – none of us had any email or phone call from him.
The customer originally dealt with the [redacted] in [redacted] where he purchased the stone from and they quoted him the backsplashes he is referring to.
I think there was some miscommunication between our [redacted] and the customer and/or with us as we did not get the instruction to have backsplashes cut after his visit.
We will definitely look into this and get it resolved with the customer as soon as we can.
Regards,
[redacted]