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Natural Gallery Granite

720 Fentress Blvd, Daytona Beach, Florida, United States, 32114-1214

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Natural Gallery Granite Reviews (%countItem)

The incorrect item was installed, and company owner filed a lien whilte we were in discussions on a solution over $300!
We hired NGGD to fabricate and install quartz counter tops in our condo. We made a $3000 deposit and the corners were to be cut square. The corners were cut round and quartz was installed. We asked for a signifigant discount or for them to be redone as ordered. Two small discounts were offered, and based on that we asked for new counters to be made the way we ordered them. Company said old ones would need to be removed first. We didnt want that for various reasons. We had someone coming to see the condo and wanted counters installed right or wrong cut, there was no reason for them to make two trips, and what guarentee did we have they would ever return with new counters rather than just keep our deposit? We speicifically said 'we would have an attorney draw up a contract stating replacement and cost and would need to see insurace information before taking contertops cut in error out". NGGD response was to run out and retain an attorney to file a lien for the balance due. AFTER retaiing an attorney they offered us a 20% discount which would be satisfactory to keep the counters as is-but they expected us to pay for their attorney fees. Why? They are the ones who jumped the gun- we were trying to work out an amicable discount or replacement of counters for the correct item. We sent them two checks for the balance minus the 20% discount they offered, but didnt include the attorney fee. They have since put a lien on our property basically over $300 for an attorney they retained in haste. DO NOT USE THIS COMPANY. Not once did they take responsibility for their mess up.

Desired Outcome

We would llke the lien removed and for them to pay their own attorneys fees-after all, we never said we would not pay for the counter tops- we were deciding if we wanted new ones cut as ordered. Its not our fault, they retained an attorney in haste. They have checks for the balance with a 20% discount. All they need to do is drop the lien and cash the checks. This is all over $300!

Natural Gallery Granite Response • Oct 30, 2018

Customer asked for a significant discount. We asked what that would be. No dollar amount from him. We made offers but not to his liking apparently. We agreed to replace counter tops and requested that the old tops be removed and returned. This is our company policy and we explained this to him. Customer again not acceptable to him.
Customer states there was no guarantee we would return new tops. We would have backed this up via texted/email communication as previous communications. We are in business for over 12 years and do not plan to go anywhere and stand by our reputation.
I have attached a text message from him that states he was retaining a lawyer. It was in are best interest to contact ours and start lien procedures as it was appearing that a resolution was not in the near future with the owner. So we had to protect our rights. We offered a 20% discount and for him to pay the attorney fees that had been incurred. However again not acceptable to him. So he sent a check taking the discount. We have not deposited the two checks as we have been advise by our attorney.
We did take responsibility for the error but this homeowner did not want to go by our company policy. Rules and regulations are set in place to protect both parties.
We are still requesting the attorney fees be paid. We never said we would not give him a new top for the error he just didn't want to follow our procedure so at this point we feel we have tried to resolve.

Customer Response • Nov 01, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
The text message that was attached clearly states, we were getting an attoney to DRAFT A CONTRACT FOR THE DEMO AND REPLACEMENT OF TOPS. Previous complaints on Revdex.com address damage by NGG. We wanted to have something in writting about the cost, demo, and insurace information, since we have no contract staing any of this. Which clearly means, we wanted to move forward with the demo and new coutertops cut properly- not that we were sueing or refusing to pay. A previous text even said we wanted new ones cut and to actaully make the island larger and would pay additional- Had we been offered the 20% before-this would have been accepted. Which is why we sent the balance due with a 20% discount. A check for $606 for the laundry room was actually mailed on 10/1, long before a lien was filed or drafted and was STILL not cashed. Again,NGG's jumping the gun and not reading the actaul text message caused them to run out and get an attorney for payment, when infact we had sent payments to them, again, PRIOR TO THEIR LIEN. And they want us to pay for their attoneys fees- no way! TWO mistakes were made by NGG, cutting the tops wrong and running out and getting an attorney after we said we wanted new tops cut and had sent them part of the payment due! We made no mistakes. We were trying to come up with a solution and thought new tops were it. We paid for attoney to draw up contract for new tops and didnt ask them to pay our fees, even though they were the ones that made the mistake! They need to accept the payment with 20% discount and move on. As the whole ordeal was a month ago, the kitchen is almost done and removal is no longer an option-we are stuck with counters cut incorrectly.

Customer Response • Dec 07, 2018

Bottom line. We received a letter from at attorney dated October 11th stating the NGG would settle for $2274 and they would remove the lien placed on our property. $2380 ($106MORE THAN THEY ASKED FOR) wes sent certified mail and deliveried on October 13th to NGG from us. But yet the lien was never removed and checks were not cashed. The checks were then cancelled on November 13th due to the offer not being upheld as stated in their attorneys letter. And now NGG is thretening to foreclose on the lien???? We sent them more than their settlement offer asked for with in days of the letter and they did nothing. CIRCUS!

Natural Gallery Granite Response • Dec 11, 2018

As stated in the attached letter the check was to be made out to*** and upon receipt he would prepare the release of lien. This did not happen. We are now proceeding with lien foreclosure. Again the homeowner wants to set his own policy procedure. We have attorney to protect both parties and now will have more attorney fees which will be sent to the homeowner expense. We have tried to resolve but he has left us no other chose but to proceed with foreclosure. We have allowed enough time to resolve and feel that this is the final step in moving forward.

Failure to properly handle and install a chemical as instructed by the product manufacture
I recently purchased over 100 sq. feet of granite from this company for an outdoor kitchen. Although they cut one section short and left no overhang on two sides, overall I'm satisfied with the install. However they did a very poor job sealing the granite both on the outdoor kitchen and other granite installed throughout my house. They failed to follow basic manufacture instructions on the back of the product. They did not properly clean the granite before sealing, used a paper towel to apply the chemical, didn't wait the required time, and only did one coat which the label clearly states should be two. Talking directly with the manufacture, Natural Gallery made a least (4) critical mistakes. Their response was to scrap excess glue from the countertop and clean with mineral spirits. Adding even more insult to an already disappointing situation is the fact the installer and owner of the company laughed when we brought our concerns to their attention. VERY UNPROFESSIONAL! My biggest regret is paying in cash. If dealing with this company pay by credit card. I definitely would have disputed the charges. That would have forced them to do the right thing or I would have gotten the last laugh. Based on my experience I would not use or recommend Natural Gallery Granite Direct again.

Desired Outcome

Natural Gallery Granite Direct personnel did not follow specific directions or the instructions found on the back of a chemical product which were provided by the manufacture when sealing granite on my outdoor kitchen or the granite countertops inside my home. Once my concerns were brought to the company's attention, they used mineral spirits to clean the countertops. This action is not recommended by the product manufacture. As a result I would like a full refund. I will find another company to seal the granite. Obviously this company isn't capable of providing this service.

Natural Gallery Granite Response

The piece that was cut short was remade and installed on the same day as the installation.
We did clean the granite that was installed. If this had not been done the sealer could not be applied do to the dust and sluge residue. We did use mineral spirits to remove excess glue and silicone that may have been on the stone after that they used a product called 3 n 1 to finish the cleaning. After the homeowner called and stated he was not satisfied we returned again and clean and applied more sealer. We did offer a discount to them of $50.00. The bottle of sealer and application was $200.00. We left the bottle of sealer for future use.

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Address: 720 Fentress Blvd, Daytona Beach, Florida, United States, 32114-1214

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