Natural Gallery Stone & Cabinet

The crew leader who installed our granite was disrespectful and unprofessional. The owner of the company refused to meet with me to discuss issues.On January 16th, the crew came to my home to install granite. The crew leader right away started yelling and his crew and slammed the door to his truck at least 12 times. When one of the crew members made a suggestion, he came into our home and started yelling. I felt very threatened and one of my neighbors asked if she should call the police. I told the crew leader he needed to act like an adult and stop yelling. I called the office and asked to speak to the owner. I told the owner my concerns and told her how unhappy and threatened I felt. This was not the service I was looking for. I told her that I did not feel like I should have to pay the full amount because I was so unhappy with the service. The owner told me she gets many complaints about the crew leader, but he does a good job. I told her I would like to meet with her face to face before paying for the service. I had already paid her a $500 deposit, so I felt that the other $500 I owed them could wait until I met with her. She said okay.About two hours later, [redacted], the office calls me and wants payment. I explained I would not be making payment because I was very upset and already told the owner I wanted to meet with her first. He said, "We really don't want to meet you, we just need to collect the money" I felt extremely pressured and this point. [redacted] then puts me on speaker phone and says "if you don't pay I will have them rip out the granite right now." I was so baffled at this point. I have never received this bad of customer service in my life.Once the job wa complete I went ahead and paid. I was very unhappy with the service, because they did not polish all of the edges of the granite and I just don't feel it was quality work. I was honesty too scared to say anything and I had such a terrible experience so I just wanted them out of my house at this point. The only reason I paid was because I felt pressured and threatened. I did not want him to keep calling me for payment, and since they know where I live, I felt even more threatened.I do want to make note, that the two [redacted] gentleman were absolutely wonderful and I can't believe they put up with the way the company allows their crew leader to treat them.Desired SettlementI truthfully just want my $500, which is 50% of the total cost back. The fact that the representative from the company told me they really didn't want to meet with my is just spalling. I would like to have another granite company come out and do the repairs. I do not feel uncomfortable having these people in my home again, and neither do my neighbors. The crew leader also scratched my brand new sink I just purchased for $299. I did not make a big deal about it at the time, but because of the terrible and degrading customer service I receieved, I have decided to bring it up. They can keep my $500 deposit, but I want the second $500 I paid on January 16th, 2016 returned. I think this is a reasonable request seeing as the company had no interest in hearing my concerns or working with me.Business Response First of all, we apologize for any inconvenience that caused customer. We understand the upset from customers regarding this granite installation home project. During installation process, the team leader was in charge with the project and tried to provide a concise and most efficient solution. While the team member insisted another possible solution, the small argument between the two members arose. That's possible reason the customers had the impression and uncomfortable feeling. These onsite workers NEVER intended to yell at customers and imposed threatening of some sort, but tried to address the issue on their own.Secondly, the customer did not mention any quality concerns regarding the project during the entire onsite project timeframe. If we got the feedback regarding quality issues, our onsite workers would have repaired it immediately without any delay. In the following phone conversation between the customer and general manager at the same day, the customer still did not bring up any quality issue. In addition, the customer signed the "Completion Certification" after the work done, acknowledging that all materials and workmanship have been installed and to the satisfaction of the customer and agree to pay the balance in full. Thirdly, there is some sort of miscommunication between the customers and our staffs. We NEVER refused to meet with customer addressing any concerns it may arise. What we explained to customers is - if the granite fabrication & installation work had been completed without any quality issues, we expected the payment at the same day to conclude this transaction. Customers still can come to our office to discuss any follow-up issue, however we would not expect the payment be delayed solely due to the internal communication issue on our own employees. Customer's quoted statement "if you don't pay I will have them rip out the granite right now" is not accurate. This is an installation project, customers provided the material - the granite, we did the fabrication and installation. We would not " rip out the granite" but only stop proceeding the installation, according to company policy, if the customer refused to make payment for unjustified reason. Also, we did our internal investigation regarding this incidence, all associated employees/ onsite workers in this home project agreed that the argument was resolved onsite and they worked as a team as always.