NTP Marble Incorporated

Dear Revdex.com,
Thank you for your notification of this consumer concern
Please note that we have been in contact with this customer in regards to their concerns While the work required was not due to a mistake by Colonial
Marble we understand that the customer's needs were not being met with the level of customer service we expect and all customer's deserve Our senior team has been in contact with the customer and presented multiple options to help him receive his desired end resultAt this point we are waiting to hear back from the customer to determine which option best fits his needsThank you again for the notificationBest Regards,
Colonial Marble

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:In the upgraded sink section of your literature, which is
included in the platinum package, it shows a double bowl sink model number ***
This, by the way is the exact model number and part number for an *** sink
Regardless of the brand name that is on the sink it should have a left bowl inches deep and the right bowl should
be inches deepThe sink that was installed in our house has both bowls being
approximately inches deepThe sink we received doesn’t even appear in the
upgraded section of your literatureWe ordered the platinum package specifically
to get the sink with the and inch bowls as shown in your literature. Hopefully you can recognize your error and do
something to correct it
Thank you
Regards,*** ***

Dear Revdex.com,
First, we apologize for the delay in responseWe are in receipt of this Revdex.com complaint file, as well as the same information in a letter sent to our offices by the customerUnfortunately, all of the information outlined in both the Revdex.com complaint and the
customer's letter is without merit and based on non-working knowledge of the product we installedGranite, which *** (the customer's selection) is granite, is a natural product quarried from the EarthWhile fairly consistent in nature it also can include clusters of quartz as well as both green, black and in some cases gold inclusions which are the result of the formation of minerals when the stone formed. The customer was installed as they stated on November 30th 2014. Just like ALL companies in our industry, final payment was collected at installation so it is not out of the ordinary, nor is it a breach of contract law, to collect "simultaneous" or final payment at this point.The customer reached out to us afterwards with concerns about cracks and a stain. We sent a service team member to the home to determine the actual issues and create a path of resolution, The employee who went on this site visit has been in the stone industry for over years and has expertise on both the fabrication and installation of natural stone countertops. During his site visit he determined that the "stain" was a natural inclusion within the stone and had no affect on the stone's quality or durability. He also assessed, and attempted to create a resolution path, for fissures (not cracks) in the stones. Please see the below statement from ***:
Fissures occur naturally in many stone typesThe term "fissure" is used commercially in the stone industry to describe a visible separation along inter-crystalline boundariesThis separation may start and stop within the face of the stone or extend through an edgeA fissure differs from a crack in that it is a naturally occurring feature of the stone. ALLgranites contain some degree of fissureSome contain more than othersSince fissures occur naturally in all granites they are not considered a flawCountertops will not be replaced due to the presence of fissures.
While fissures are natural to the stone, and in many cases can be felt, we offered to provide service and attempt to smooth these areas using a polishing pad. This was by no means necessary, nor was it required, but we did it in the best interest of customer resolution. The customer did not allow this to occur as they demanded a full remake or refund for a product that had nothing wrong with it. Further,their complaint about the sink "rusting" is invalid as well. The rusting occurs due to small particles of metal that are in the air at the steel facilities producing the sinks and they can adhere to the surface. When water touches the surface it will rust but can be easily removed using soft scrub or comet, as well as a variety of other productsThe unfortunate part of this situation is that the customer is getting misleading information from the people around them. Everyone becomes an "expert" in these situations but their information, while maybe provided with good intentions, is not correct. We have installed a first quality product in the customer's home as well as a quality gauge sink (most sinks on market are lower gauges like or which are less durable) and have done it the right way. The complaints by the customer are unfortunate but we can only look at the factsIn the interest of offering a resolution, we will agree to a remake for the customer at COST which will be paid by the client. The client can provide us the best method to contact them and we will do so expeditiouslyThank you for your time and your continued support!
Best Regards,
Colonial Marble

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 assuming the work will be completed as specified this thursday.
Regards,
*** ***

Dear Revdex.com,
We are in receipt of the complaint. This customer was contracted to Colonial Marble via The *** *** where they made their countertop purchaseUnfortunately there is nothing further that can be done in this situation as there is no definitive
proof that we caused any scratch on the sink. It is still in working condition as it is installed in the customer's kitchen presently.Further, we took full ownership of the mistakes in fabrication and promptly re-fabricated and installed a correct top as is our obligation to the customerWe offered $as an act of good faith for the troubles with the job, and will continue to honor that offer, but will not increase it any further.
Thank you for your continued supportBest Regards,
Colonial Marble

Dear Revdex.com, We are in receipt of your fax in regards to the case referenced in the subject line. The customer “claimed” issues and we did our necessary due diligence to ensure we were meeting our obligations to the customer We were meeting our
obligations and the stone, and its installation, was of good quality Further, upon being informed of his claim about the loose stone (caused by the removal of a countertop that had nothing wrong with it) requiring remediation we made multiple attempts to address (the customer prevented resolution, not Colonial) ultimately coming to a mutual conclusion that we would compensate him $which was far more than what should have been provided Simply put it was a courtesy. Please see the below notes from our Senior Vice President who dealt directly with this customer throughout the resolution process… Unfortunately there is nothing further we can do in this situation as everything has already been addressed previously and closed. Best Regards, Colonial Marble Subject: FW: *** site visit This job was removed as the customer demanded it was defective When the pieces were returned to the shop it was determined that there was nothing wrong The marks in the stone were 100% natural and that was explained. At that point we went back to install (see below event) and the customer was not home which became a pattern as we attempted to bring this situation to resolution. SERVICE W/ MATERIAL11/21/20148:00AM-5:00PMTEAM ** - MICHAL N***DELIVER AND REINSTALL CUSTOMER KITCHEN BROUGHT BACK TO SHOP TO DRY AND COMPARE CHANGE IN STONE; SABAH HAS ORIG PHOTOS TO BE SENT TO SUBINA(2) NEED CEMENT (OR LIQUID NAILS?) TO REPAIR LOOSE STONE FROM OUTDOOR KITCHEN DURING DE=INSTALLATION. We then went out additional times to install to install the mortar and he was not home again causing three more failed services attempts I told *** at this point I would give him a $credit and he can have his own contractor install the mortar as we would not schedule another service trip. A check for $was issued and this job was closed. 8/3/2015ANGELA T***CHECK # *** FOR $WAS ISSUED AND MAILED Order SummaryOrderNo.***-***Date8/15/2014Customer*** - *** ***Customer Rep.Ref Number***SalespersonSABAH A***Order LoadPriorityNormalSquare Foot61.00Bill ToShip To*** *** *** ***PERKIOMENVILLE, PA ***###-###-####Email: ***@***.COM*** *** *** ***PERKIOMENVILLE, PA ***###-###-####Cell: ###-###-####Email: ***@***.COMJob Schedule EventDateTimeEmployeeNotesTEMPLATE08/18/201412:00PM-3:00PMTEAM ** - John E*** INSTALLATION08/26/20148:00AM-5:00PMTeam ** - MARCIN R***OUTDOOR KITCHEN CUT AND R/S FROM 8-23-(RAIN)SERVICE09/19/20141:00PM-5:00PMTEAM ** - ISMAEL R***assess discoloration.SERVICE W/ MATERIAL11/07/20143:00PM-6:00PMTEAM *** - Tomasz BREMOVE COUNTERTOP FROM CUSTOMER'S HOUSE BRING IT TO SHOP TO DRY OUT AND FIX THE WET SPOTSSERVICE W/ MATERIAL11/21/20148:00AM-5:00PMTEAM - MICHAL N***DELIVER AND REINSTALL CUSTOMER KITCHEN BROUGHT BACK TO SHOP TO DRY AND COMPARE CHANGE IN STONE; SABAH HAS ORIG PHOTOS TO BE SENT TO SUBINA(2) NEED CEMENT (OR LIQUID NAILS?) TO REPAIR LOOSE STONE FROM OUTDOOR KITCHEN DURING DE=INSTALLATION.SERVICE W/ MATERIAL12/05/201410:00AM-1:00PMTEAM - MICHAL N***DELIVER AND INSTALL OUTDOOR KITCHEN, BROUGHT BACK TO SHOP.TAKE CEMENT, SET ONE STONE, AND SEAL THE PERIMETER WITH CEMENT.SERVICE12/09/20148:00AM-5:00PMTEAM *** TEDDY C***TAKE CEMENT FROM MATT AND SET STONE FOR OUTDOOR GRILLSERVICE04/29/20153:00PM-6:00PMTEAM - MICHAL N***SET STONE FOR OUTDOOR GRILL-BRING PORTLAND CEMENT**SERVICE05/05/20158:00AM-11:00AMTEAM ** - MICHAL N***MUST BE 1ST STOP (SD) SEE MATT TAKE CEMENT FOR OUTDOOR GRILL ProductQtyProductionCounter Top - A Counter Top - A CodeCategoryDescriptionQuantityMeasureGRNTNEWGIAFANCounter Color*** *** ***-LEVEL (***)61.00 LABFULBULLEdgingFull Bullnose45.00 LABSINSTAICutout OptionsUndermount sink / Stainless1.00 LABTEMINSTemplate and Install ChargesTemplate and Install Charge61.00 NOTESNotesLEVEL SPECIAL FOR UP TO 501.00 NOTESNotesADDITIONAL SF OVER 5011.00 NOTESNotesFOLLOW TEMPLATE FOR SINK CUTOUT 9/X 15/16, 3/4" RADS1.00 NOTESNotesDO NOT SEAM L PIECE WITH ARC.1.00 NO STONE TAGGED_CUT INVENTORY1.00Description: ***

Dear Revdex.com:We have been able to speak with customer and are scheduled to do an in-home visit on 6/3/to address his concerns.When done we will respond with an update.Thank you,Colonial Marble

Dear Revdex.com,Thank you for your notification of this consumer concern Please note that we have been in contact with this customer in regards to their concerns While the work required was not due to a mistake by Colonial Marble we understand that the customer's needs were
not being met with the level of customer service we expect and all customer's deserve Our senior team has been in contact with the customer and presented multiple options to help him receive his desired end result.At this point we are waiting to hear back from the customer to determine which option best fits his needs.Thank you again for the notification.Best Regards,Colonial Marble

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The business did not address the main concern, the large cloudy odd-looking mark with several cracks (or fissures as they call them) around and across the markThe cracks by themselves are a secondary concern and if they were the only issue, we would not be having this conversationThey are odd because the largest fissures are coincidentally right where the mark is and cast further doubt on the quality of the productSo, to make it clear, and repeat it once more, the main issue is the large cloudy odd-looking markWhile there are other, much smaller color variations that are acceptable as we already mentioned, this one mark is both much larger and very odd-lookingIt is something that people who see our granite for the first time notice and comment about and that they don't and we don't see in the many homes that they and we have been to over the yearsThe business has been arguing that it's "natural", and it may or may not be natural, but that's irrelevantThey did not perform the proper quality control and should have rejected that pieceTo illustrate this point, rotten tomatoes are also "natural", but grocers will not sell them to their customers, they have a quality control process in place to reject them before they reach the shelfAs we already mentioned, we hired Colonial Marble to install a quality product as they advertise it and they failed to deliver
Regards,
*** * *** ***

Dear Revdex.com,
As we have said, through the representative at *** *** MULTIPLE TIMES, we need to be allowed to view the damages to assess before we will agree to the customer's requestNo company will agree, or should be expected to
agree, to make financial remunerations without being able to view the customer's claim The site assessment will be completed by our field manager for the area No work, just assessment, will be done during this visitOnce we are able to follow a standard industry protocol we will gladly pursue resolution with the customerThank you,
Colonial M***

Per our conversation we are still attempting to work this out with customer We will respond expeditiously once final resolution has occurred. Thank you, James FChief Operating OfficerColonial Marble & Granite*** *** *** ***King of Prussia, PA
19406###-###-#######-###-#### cell###-###-#### faxJames.FConnect with Us!

Dear ***, I apologize for the delay in response as I lost sight of this complaint I greatly apologize… Here is our response: Dear Revdex.com, We regret to inform you, and the customer, that we will not be refunding any monies
as the customer’s installation was out of warranty at the time of the request for repair The customer was installed via a partner of Colonial Marble, *** ***, on March 1st, In July 2014, nearly years later the customer called the partner (***) and on 7/10/*** contacted us On that same day we called the customer: 7/10/2014CHRIS B*** CALLED TO REPORT FALLEN SINK, HE GAVE NUMBER TO REACH CUSTOMER DIRECTLY, CALLED & LVM When we did not hear back we scheduled a service call for 7-17-as a courtesy This was not able to be done as the customer, without us having the chance to assess, had already had the repair completed As a courtesy I am attaching our standard warranty document which clearly outlines coverage periods Just like any claim via an insurance company we reserve the right to view a damage, or area needing repaired, prior to a repair being completed The customer did not afford us that option. We thank the Revdex.com for notifying us of this complaint. Best Regards,Colonial Marble James FChief Operating OfficerColonial Marble & GraniteConnect with Us!

Dear Revdex.com,
Unfortunately, the e-mail we referenced in our original response went to the wrong e-mail address We have again reached out and spoken to the customer and we will work with them to have their issues addressed via *** (maker of dishwasher)I am attaching the e-mail communication for referenceThank you again for your continued supportColonial Marble

Dear Revdex.com,
This customer was already refunded per the below:
cellspacing="2" cellpadding="3">
6/23/*** ***
$2,REFUND ON CC ENDING IN - INV # **
6/10/David B***
CANCELLATION APPROVED
Please let us know if there is anything further neededBest Regards,
Colonial Marble

Dear Revdex.com,This customer was already refunded per the below:6/23/2015*** *** $2,REFUND ON CC ENDING IN - INV # **6/10/2015David B*** CANCELLATION APPROVEDPlease let us know if there is
anything further needed.Best Regards,Colonial Marble

Colonial Marble & Granite prides itself as being the leading fabricator and installer of natural stone in the Tri-state area and has built this reputation in large part by striving to provide 100% customer satisfaction. There are some times, however, where the
supporting facts do not lend themselves to our being able to provide a remedy. In the current instance, we have spoken with our technician who performed the installation and he adamantly rejects having caused any damage to the refrigerator panel at any time during the install. Our technicians are trained to always perform a site inspection with the customer at the completion of services to inspect and notate any resulting damage. This process was followed with this customer and there is a signed acknowledgment indicating there were no incidental damages. (See attachment) As you can readily see, the customer initialed this acknowledgment both at the beginning of installation and again at the completion of services. Given these circumstances, Colonial Marble & Granite cannot accept any responsibility

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I had called the company back each time I saw a missed call from them, only to be told by the secretary that she "could not help me" because there were "too many employees" and the she did not know where to forward my call. So I asked her to forward my call to the tiles department because that's where this current issue, as well as another (installation defects) was and I thought they were finally calling back. I had left messages there which I did not get a response to until Friday when *** called and said someone from tiles would get back to me to schedule a time to finish the installationAs of today, Monday morning, I will continue to wait on that. I had also sent emails to *** regarding this issue before filing a complaint with Revdex.com which never got answeredI did get an email from *** ***, with whom I got in contact with and he will arrange my refund, so I'll wait for thatI'd still like the installation to be properly finished as mentioned and agreed by both *** *** and *** ***, and a written apology from ***'s manager for the rude way he spoke to my family and I, threatening to come down and take off the tiles for not paying the 15% amount, which is now in progress of being refunded. Considering there was more than enough border material shows that *** started to measure correctly but measured the remaining tiles to go above and below the border incorrectly. The contract mentions "Measurements not done by CMG are not CMG's responsibility", but these were in fact measurements done by CMG, therefore I had asked for the 15% in the previous order to be carried over and the excess charge dropped. There was no need for him to speak the way he didRegards,
*** ***

Dear Revdex.com,As we have said, through the representative at *** *** MULTIPLE TIMES, we need to be allowed to view the damages to assess before we will agree to the customer's request.No company will agree, or should be expected to agree, to make financial remunerations
without being able to view the customer's claim The site assessment will be completed by our field manager for the area No work, just assessment, will be done during this visit.Once we are able to follow a standard industry protocol we will gladly pursue resolution with the customer.Thank you,Colonial M***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 will allow the representative in to look over the damage, but they have "no showed" twice alreadyI don't hold much hopeI have already repaired the electrical damage as I had no electricity on that side of the kitchen and I also had the sink installed as I would not have been able to have a plumber hook up the plumbing as the sink was not caulked and clipped inI also had to clean the entire downstairs from the granite dust and clean the driveway from where the shop vac was dumped out.
Regards,
*** ***

I ordered Quartz countertops through H*** D* ***with Colonial Marble being the installerThey were initially quick to get me scheduled for measurement and install I didn't request a specific day for install just requested that the install be in the morning due to my work schedule I was told they couldn't give me a specific time but they would put me on for a morning install The night before the install they called and stated my install would be between 3-6pm I stated this was unacceptable but had to wait till the am to talk to someone I called in the morning regarding the issue and requested that my install be moved up and they told me there was nothing they could do for me my install would be between 3-6pm, but they would call me when it got closer to give me an idea of when they would be there I stated that I had to be at work at 6pm and they said they could be there before I had to leave At 2pm they called and stated they would be there before 5pm At 5pm they called and said it would be at least another hour Now I have had to call out of work due to the install and they are still not here I spoke to a manager asking what they could do for me from a customer service standpoint and they told me that they do not do anything but assured me they would be here on time, which they are not I do not feel this company cares about their customers or the service they provide I am dreading what is going to show up at my house, if they ever come