NTP Marble Incorporated

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 reference.Thank you again for your continued support...Colonial Marble

Dear Revdex.com,
We have addressed this customer's concerns and believe this to be a closed caseThank you as always for your communicationBest Regards,
Colonial Marble

Dear Revdex.com,We have addressed this customer's concerns and believe this to be a closed case.Thank you as always for your communication.Best Regards,Colonial Marble

Please be advised we sincerely apologize on behalf of Colonial Marble & Granite as this is not the level of service we pride ourselves in taking and built our reputation onRather this is the action of one sales representative Our policy is now and always has been to return any
call from a customer in a timely manner no matter what the circumstances. I will have the sales manager at Colonial Marble & Granite personally reach out to this customer to attempt to make amends on the situation and if the customer so desires we will honor a full refund under the circumstances Respectfully Submitted, Chris F*General Counsel, Colonial Marble & Granite

Please be advised that Colonial Marble & Granite addresses and investigates each and every customer's complaint. Upon learning of this specific complaint, a representative from Colonial Marble's service department did a site visit to assess the complained of wall damage.
It was determined at that time the damage was clearly pre-existing in nature and likely caused at the time of the original cabinet install by the cabinet installers. As you can see from the attached photograph, the damage seems to have been made from a hammer strike in an attempt to locate the wall studs, as the damage is clearly located in the proximity of both cabinet wall screws. The damage was hidden from customer view from the backsplash that had been in place and therefore not discoverable until Colonial was contracted to remove the old countertop and backsplash. Because customer is now seeing this damage for presumably the first time, Customer is incorrectly assuming the damage must have been caused by Colonial Marble & Granite technicians. This was explained to the customer at the time of the site visit. Unfortunately there is no additional consideration or accommodation that can be given to customer as Colonial Marble & Granite's position is clearly defensible.Respectfully Submitted,Chris F*, General Counsel

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 F[redacted]Chief Operating OfficerColonial Marble & Granite[redacted]King of...

Prussia, PA 19406###-###-#######-###-#### cell###-###-#### faxJames.F[redacted]Connect with Us!

Dear Revdex.com,Thank you for the notification of this complaint.Unfortunately we do not have much to report back in terms of full resolution.  This customer signed off a satisfactory installation and afterwards brought concerns to our attention which were acknowledged.  A...

mutual decision was made for our company to provide a $500 credit rather than replace the affected areas of the counter top.  The client at that time signed a binding release agreeing to this credit.  This was considered full and final satisfaction of their claim.  AFTER this was complete the customer, in breach of the signed agreement, cancelled their credit card payment.  This complaint was based on us attempting to resolve their breach of our mutual agreement.  In subsequent conversations, our counsel very generously offered an additional $250 in good faith.  The customer at that point stated they were going to reverse their credit card dispute but again has acted in bad faith by not doing so.  Specifically, on 11/22 they stated they would call the credit card company to reverse and on 12/1 stated it was being processed.  It is 12/11 and no repayment to our organization.At this point we will be forced to pursue legal remedies as we cannot continue to be the only party acting in good faith.Thank you again for the notification.Best Regards,Colonial Marble

Dear Revdex.com,We have been in contact with customer and our Senior VP visited their home this past Saturday (12/13/2014) morning to assess their concerns.  We are going back to their home on Thursday (12/18/2014) to rectify their open concerns.  Our Senior VP will be joining...

our crew to ensure everything goes smoothly.We will report back and end result once the work is completed on Thursday and customer is satisfied.Best Regards,Colonial Marble

Dear Revdex.com,
We have been in contact with customer and our Senior VP visited their home this past Saturday (12/13/2014) morning to assess their concerns.  We are going back to their home on Thursday (12/18/2014) to rectify their open concerns.  Our Senior VP will...

be joining our crew to ensure everything goes smoothly.We will report back and end result once the work is completed on Thursday and customer is satisfied.
Best Regards,
Colonial Marble

Dear Revdex.com,
Unfortunately there is nothing further than can be done.  The customer's countertop has pits which are natural within stone and do not affect it's quality or durability.  Some stones have it, some don't but during the purchase process at [redacted] this is clearly explained so customers can make educated decisions.
As we said before, "there is nothing wrong with the
customer’s stone and everything present is natural to the stone.  While a
service could potentially minimize their appearance in the stone it will not
minimize their presence."
Thank you for your continued support!
Colonial Marble

Colonial Marble & Granite will agree to pay customer $349.95 to resolve this matter.   Colonial will be in touch with customer directly to work out reimbursement details.   Thank you.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  While I appreciate the business' recognition of the failure to respond and offer to make amends, I would appreciate they just refund my money as offered in their response.
Regards,
[redacted]

Dear Revdex.com,We have been in contact with this customer and are working with them to resolve their concerns.  There concern is a malfunctioning rack on their dishwasher so we will help guide the warranty process through [redacted].Thank you for your notification.Best Regards,Colonial...

Marble

Dear Revdex.com,This customer has service scheduled for 7/2/2015 including complimentary plumbing to ensure we can satisfy their needs.SERVICE W/ MATERIAL07/02/201511:40AM-11:40AMSERVICE 1 - SERVICE W/MATERIAL MASTERAM STOP. REMAKE SINK RUN WITH NEW TEMPLATE. CUSTOMERS SINK IN SHOP,...

THURSDAY BIN IN CAD. USE TAGGED MATERIAL AND INSTALL RAISER AND BACKSLASH. SEE MATT D[redacted]. PLUMBING07/02/201511:40AM-11:40AMPLUMBING-[redacted]SEND [redacted] FOR PLUMBING. Thank you for your communication.Best Regards,Colonial Marble

I did finally receive my soap...

dispenser. Also someone came out to resolve some of the problems from the poor installation. I find it troubling that Colonial Marble sent the response to the B.B.B. as "Colonial Marble" not an actual person. That seams to be part of the problem. No way to get satisfaction easily. Think about the fact I had to contact the B.B.B. over a soap dispenser. I would recommend reading the [redacted] comments including Colonials responses before dealing with the King Of Prussia location or seeing if they have replaced managers.

Dear Revdex.com,
While Colonial Marble has no obligation to do so as the order form was CLEARLY initialed indicating NO plumbing was needed and we performed an expeditious request (with never a promise of it being free which is not the truth) we split the difference...

with the customer which caused us to take a loss on the service.  We were glad to do so to put the situation behind both us and the customer.
This case is closed as customer has already made payment.
Thank you for your communication.
Best Regards,
Colonial Marble

Dear Revdex.com:
We have been able to speak with customer and are scheduled to do an in-home visit on 6/3/2015 to address his concerns.
When done we will respond with an update.
Thank you,
Colonial Marble

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the charge was reversed by our credit card. Colonial Marble can pursue all the legal action they want as I have proof on my credit card bill and a formal letter from [redacted] reversing the paid charge. The only party acting in good faith was us. Colonial Marble still has not stepped up to its product warranty even after payment was made. I've paid for a product and service that is defective and am still being threatened with legal action. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
  
The person who called me, Mr. P[redacted], said he would e-mail me with his contact info, but has yet to do so.  There were also other issues, namely his local distributor, & he didn't really address those items.  Namely, the local distributor lied about my changing the sink I ordered.
Still waiting for contact info.
Regards,
[redacted]