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Onslow Stoneworks, Inc.

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Reviews Onslow Stoneworks, Inc.

Onslow Stoneworks, Inc. Reviews (2)

OS has failed to perform their contract for Granite Countertop installation.OS was to install granite countertops at our beach home. All measurements were provided onsite by their personnel. The installed the granite in our absence. When we saw the countertop, they had failed to include a hole for the water dispenser and a cutout large enough to accommodate the range. They must have had some difficulty installing the range and had done some work at the site because the granite dust was throughout our home covering the living room, dining room and kitchen. The dust was so significant it had plugged the fire alarm in the kitchen and they had actually removed the fire alarm and left the house without a functional alarm in the kitchen. In addition, the air filters in both halls were filled with granite dust and had to be replaced. In addition all the furniture and flooring had to be cleaned and vacuumed. The resulting cut was crooked and the edge was not polished. They wedged the range in crimping the stove and scraping both sides. It took three people to get the stove out. When contacted about repair the OS owner, Mr. [redacted], said that the hole for the water dispenser could be drilled onsite, but the granite for the stove would have to be pulled and cut and polished at the shop. We agreed to do that on a day off for myself and my husband. They called and scheduled it for today, May 2, 2016 between 3-4 pm. On Friday after 3pm, they sent an email saying they would not come on May 2, 2016, unless we executed a waiver and release which relieved them from liability for damaging our walls, floors, cabinets, and the breaking of the granite. We emailed and refused citing the failure was theirs and we did not execute such a waiver for the installation, so would not do so for the repair. They called this morning and said that they would not do the repair without the waiver. When I said we would not sign the waiver, then Hope said they would do the repair onsite. When I asked inquired why the owner would say one thing then and now something else? I also inquired whether the repair would result in a polished edge? She replied, "I don't know, I'm just the scheduler". I asked if I could talk to someone that did have some knowledge, then. She said " I will have someone call you within the hour". We have receiver no such call. We are asking is that the contract be performed, e.g. the hole for the water dispenser and a cutout so that we can install and freely move the range. Certainly if we move forward, we would be seeking damages to the range, furniture, fire alarm, and our time for cleaning and having to drive 180 miles to drive their and the price of having another company pull and fix the granite countertop.Desired Settlement We are seeking for OS to fulfill their contract. To do so would require an additional hole at the sink and an opening sufficient to allow for the insertion of the drop-in range and trim kit.. The fourth hole could be cut onsite. The opening for the stove (which is on a peninsula), however, would require them to pull the peninsula and cut and polish the piece at their shop. There is a minimum of 1/2" on the three sides of the drop in stove that needs to be removed. If the matter is not resolved through the Revdex.com, then we would pursue finding another company to fix the granite so that we can use our water dispenser and range. Business Response We have settled this case with our customer and are fixing the issues directly with them. Consumer Response [redacted] and [redacted] of OS came on June 3, 2016 and cut the openings for our range and water dispenser, thereby completing the 3/1/16 contract for granite installation.Final Consumer Response

Installer used 2 slabs of quartzite, 115sqft for a kitchen island, 37sqft. Broke slab, repaired, & installed cracked w/o consulting owner first. Two slabs of 3cm Super White quartzite was purchased 7/25/13 for $3,586.80 by [redacted] & [redacted] (me). The material was stored at [redacted] until late November 2014 when the fabricator, Onslow Stoneworks, obtained the material. Onslow Stoneworks planned the installation for December 3rd, 2014. I received a call the morning of December 3rd, 2014 stating that the island bar top broke while loading onto truck and indicated that the installation would not take place. The afternoon of December 3rd I asked when the installation will take place and if possible, before Wednesday, December 10th, would be preferable. December 9th the quartzite is installed and invoice is received for $1754.77, the originally quoted amount. I question the invoice and ask for a credit for the broken slab. Onslow Stoneworks indicates that the slab breaking was not their fault because the material had cracks and I picked out the material. Further, they state that they used all the material that they cut and the bottom half of both slabs is not usable and would have cracked if they tried to use it. This is when I learned that they installed the slab that had broken into 3 pieces. Unsatisfied, I hang up and tell them I need to speak with my husband and I will call tomorrow regarding the payment. December 10th I call the supplier, [redacted] and speak to the manager [redacted] regarding what their procedure would be for a cracked slab had the condition been brought to their attention prior to being cut. [redacted] confirms that if the material were cracked, he would have given me replacement slabs. The fabricator did not communicate to me that the slabs were cracked prior to cutting them, he also did not communicate to me that he was cutting BOTH slabs for a job that only required one of the slab. If the fabricator had brought this to my attention at any point along the process, I would have had the opportunity to get new slabs. Even if the fabricator had brought to my attention after he cut the first slab that there was an issue, I could have at least traded the 2nd slab to get the needed material to do the island properly. Due to the lack of communication, he took this decision into his own hands and subsequently took the responsibility for the outcome of the installation. He has now rendered both slabs useless. The installation has further issues with the backsplash splice being raise and the stone pattern not matching. I trusted them up front and was impressed with their initial service but the quality of work is unacceptable. [redacted] is the contact I dealt with throughout this process. Upon bringing the issues to his attention on the afternoon of the 10th and stating that I was going to withhold payment, he yelled at me verbally, called me a spoiled brat who is out of touch with reality and offered no opportunity for resolution or repair of the work. It is unfathomable that any homeowner would think that this installation and the decisions made leading up to the installation are acceptable.Desired SettlementI am not paying the installation invoice and I want a refund for the quartzite that was purchased and destroyed by the fabricator. If the material was poor quality, it was not his decision to make to cut the slabs. I will pay for the sink that was purchased from the fabricator once the material has been refunded at the original purchase price of $3,586.80.Business Response /[redacted]/We were contacted by the customer's father in July 2013, with whom our extended company has had a professional relationship with on several commercial and residential projects. He informed us that he was helping design and build a house for his daughter in Cary, NC and could we help with an unusual situation.The unusual situation being that his daughter, the customer, had gone through an exhaustive search for just the right granite for their house and secured it well in advance of breaking ground of construction. The granite was being held at Cosmos granite in Raleigh, NC and needed to be secured by a fabricator as Cosmos is a wholesale supplier. We agreed to help in the project for basically "cost" of labor expenses.We were contacted by the customer in October 2014 where she stated they wound up not building and bought a house. She stated in an offhand comment that it was probably a mistake in getting so out front of schedule with the material and she felt like they had to do something with it. I agreed with her and said that the Super White material was a readily available granite and actually had quite a bit in inventory. But she had put so much time and effort into picking out the material she was stuck into using it somewhere.Arrangements were made with the customer to make the 3 hour trip to make measurements because they did not feel comfortable in making them themselves even though we offered to walk them through the very pedestrian process of measuring. For normal installations measuring and templating are certainly a provided service however this was never a routine installation but more of a favor for a colleague. To make this happen for them we set an appointment for Saturday November 8th. On the day of the appointment the customer did not answer the phone after many calls. It was later admitted by the customer they attended a football game. Fortunately we did not make the trip after we could not reach anyone.Another appointment was arranged for the next Saturday when the customer stated that "we really want this done prior to our Christmas party." The customer also asked if we could help with a stone issue they had with a fireplace hearth. I told them I would be glad to help them for no charge.While there taking the measurements, the customer told me that "maybe someday we will do an outside table or something just to use the granite." and asked me "if I minded holding onto the material". I stated it was no problem and would be glad to do it as it was no big deal.When the material arrived at the fabrication facility there appeared to be no significant issue that would cause alarm. When the first slab was set on the cutting table and the sink piece was cut there were several large fissures discovered in the remaining. Technically the material is not granite but a quartzite. Quartzite is a much finer particulate material than granite making spotting faults and fissures sometimes almost impossible to detect until it is hit with water and vibration from cutting, causing air bubbles to form.When we discovered this, the decision was made to cut the second slab so as to use the best possible material. There is plenty of material to use for an outside table for the customer. The two thirds of both slabs are still intact and not broken as customers states but they still contain the fissures that were there.During the loading process of the bar piece the fissures that are inherent in the stone gave way and they developed into cracks. The customer was called and told of this and that we would turn the piece around as soon as possible. It was determined that it would be futile to recut another piece out of the existing material as the fissures get worse in the remaining material. The best possible results would be achieved by repairing the piece that was cut first.The installation was complete. The customer told the installed that everything looked great. An invoice was given to the customer and she told the installer she would call in to the office. After we did not receive a call I placed a call to the customer when the installer informed me he was finished. I asked her if everything was satisfactory and if she was happy. She said she was and liked everything. She asked if there was going to be a credit for having to use the second slab because we had to recut the bar piece. I explained we did not recut the piece but repaired the original piece. The customer said it looked fine and she was going to wait for her husband to get home to see if he wanted to pay by check or credit card. Having the relationship with her father I felt comfortable enough to break company policy and have the installer leave without payment being received.The customer had no idea the bar piece was repaired and was happy with everything until it was told to her. The conversation was all about credit for the material and not the installation. We tried to explain to her that there is no way we can be responsible for material she had selected and secured. Keeping in mind all the effort the customer put into searching and selecting the material and the looming party deadline, all efforts were made to utilize the best material the customer provided.We explained the measures we took to ensure the success of the installation. We purchased special braces and paid over $200.00 in the next day shipping to have them in time for the installation. The customer was not interested in anything but credit for the material and would not be paying us.In a very short period of time the customer went from being happy with the installation to being overwhelmed with emotions. The customer was deceitful in promising to pay when it is clear they saw they had an opportunity to have someone else bear the brunt of their mistake of purchasing material they did not inspect properly. Every measure was taken to repair the customers material in a professional manner as evident by the fact the customer had no idea the piece was even repaired.Not acknowledging mistakes, not having the common decency to thank someone for helping with unrelated stone issues at no charge, or to thank them for doing them a large financial favor due to a relationship with her father and blaming others for what clearly is this customers inability to make competent decisions in the context of construction/remodeling is a quality ofter demonstrated by the customer in this transaction and others that we were made privy to us by mutual acquaintances.Onslow Stoneworks, Inc. is willing to recut and reinstall another piece for the bar if customer requests. It was also stated to the customer that the exact same outcome would happen should they want a new piece cut from their material. This was stated to the customer however it was evident the customer was not interested in solutions.Consumer Response /[redacted]/My husband and I are both licensed practicing Professional Engineers. We handle customer relations on a daily basis. If we were to try and cover up a mistake in hopes that our clients would not notice, not only would we be reprimanded by the NC Board of Engineers but we could also be putting public safety at risk. The concept is simple, if something is done in error or something unforeseen occurs, you bring the issue to the client's attention, take full responsibility and work with the client to fix the situation. Yes, the granite was purchased early, that was already established in the original complaint, the fabricator knew the situation and could have declined the job. He was not floating the cost of the granite or storing the material. Yes, there was meeting scheduled for 11/8/14, but there was also supposed to be a confirmation call 11/7/14 to confirm the meeting which never occurred. And yes, my father knows of the granite installer, but actually worked with Precision Glass, owned at that time by Mr. [redacted]'s brother, on just one job in 2009 and cannot recall whether he has even met Mr. [redacted] in person. Mr. [redacted] was actually recommended by a mutual friend for this project, and no special considerations were ever requested. To embellish that the relationship was anything more than acquaintances with a single business transaction is deceitful. However, none of this is relevant, either the fabricator or myself could put a spin on the events leading up to the installation to paint the picture in each of our favors. The facts still remain the facts. My complaint with this fabricator is that he did not communicate with us. He made decisions that were not his to make without consulting us, resulting in an installation that is unacceptable and slab remnants that are no longer usable. Had we only purchased one slab, which is all that would have been needed for this particular application, he would have had to communicate with us when it became evident that there was a problem. Instead, because a second slab was there, he arbitrarily made the decision to cut into that slab. Had he communicated with us about the problem, we could have contacted Cosmos and replaced the 2nd slab from another lot. We would have had to use two slabs, but at least we would now have an intact bartop. Obviously, by his response to this complaint, he never intended to tell us what he had done until we questioned his use of both slabs. It certainly appears that he was trying to "hide" the fact that they had glued it and apparently were hoping we would not notice, at least not until after he had been paid. This situation could have been avoided with a phone call explaining the problem and discussing possible options for a solution. Instead, this fabricator made arbitrary decisions, and by doing so assumed responsibility for the 2nd slab. He never offered any solutions until this complaint was registered. In fact in our last conversation on the phone he displayed aggressive behavior, engaged in name calling and was quite derogatory. Therefore, any offer to have him back in our home is rejected. The only compromise we will accept is the cost of one slab, $1,793.40 which will allow us to purchase the material to replace the bartop and we will not pay for the sub-par installation. Final Business Response /[redacted]/I have no desire to run on tangents however the customer is bringing topics to the conversation that demonstrate their lack of understanding with the issue at hand.I will assume the customers are qualified engineers but it does not make one an expert on manufacturing and customer relations. It also makes it hard to understand why they couldn't make their own measurements which by any measure require entry level skills.Here is what the customer has a hard time understanding. The sink piece was cut first and was sent on to fabrication with no issues. It was only then the fissure issues were discovered with the remaining material in that slab. With the material that was on the saw having fissures, the decision was made to use the best remaining material the customer had left. We must understand the context of everything that was discussed up until this point to understand what the customer thinks was an arbitrary decision.First of all there was the time constraint of having the job completed in time for their party. Second, at the time of templating the customer stated that they will eventually figure out something to do with the other slab and would probably do an outdoor table. Which they could still do. It was only after the customer realized we cut the bar top out of the second slab so to use the best material they had for the most important part of their job, did she mention anything about costs. The customer at no time ever expressed the preciousness of the second slab other than maybe finding something to do with it at a later time. Third, the customer obviously has no concept of what is involved in the manufacturing of countertops. The customer does not realize all of the factors that go into this and other time sensitive decisions. What would the financial impact of completely halting the fabrication line be to the customer? With the above mentioned scenarios what other rational decision could be made when there was plenty of material to use for really the only important part of the job. Does the customer really think that purchasing another slab would match what was already cut? Did the customer expect for us to handle and store her material until they found a use for it someday? Here is where I take exception to the customer's misuse of the words "arbitrary decision" and the need to give personal qualifications.In my prior life I held the title of United States Marine Corps Scout Sniper and was attached to 4th Marine Regimental Surveillance and Target Acquisition Platoon. During this time I sustained injuries during operations in Panama which is how I ascertained the credentials of a Service Disabled Veteran.I do not in any way fault the customer for not having the understanding of how certain people can make decisions quickly, efficiently and precisely. Very, very few people are born with all of the qualifications to become a United States Marine Special Operator. Less than .001% of the population will ever experience having to make life and death decisions in the time it takes an engineer to find a pencil sharpener. If the customers even possessed a fraction of the ability to understand the decisions I have had to make, they would, or should be embarrassed. The customer pontificates on customer relations and what to do if something unforeseen happens. The issue was brought to the customer's attention. We took more than our share of responsibility in making the job happen when there were problems in the material the customer provided. What could the customer bring to the table as far as solving a problem that was not done? They couldn't even measure a rectangle.If the customer had been given all the elements to deal with in this situation I am confident the same exact actions would have been taken. Just in much more time and expense.It is with our regret that the customer feels Onslow Stoneworks Inc. had been deceitful during this transaction. We feel the facts in the matter make it impossible to come to this conclusion but to further demonstrate ulterior motives would be fruitless. Therefore for the sake of resolution, Onslow Stoneworks Inc. will relieve customer's responsibility to pay for fabrication and installation services provided, the new stainless steel sink and the sealing of existing stonework. Final Consumer Response /[redacted]Document Attached[redacted]We did not measure the countertop because we would have assumed liability by doing so if something did not fit. Our plans for the 2nd slab are irrelevant. The slabs are our material that we already paid for and the job required a single slab. We should have been consulted before the 2nd slab was ever cut. We understand the replacement slab would not have matched, the entire island would have had to be redone with the replacement, something we were willing to pay extra for in order to have a satisfactory installation. Now we're paying significantly more to have all of it ripped out and replaced. While we can respect and appreciate Onslow Stonework's time in the Marine Corps, it's beyond ridiculous to compare a life and death war situation to that of installing a countertop. I fail to see how fabricating a counter top could possibly require split second decision making, much less making those decisions without even attempting to secure any customer input, and then expecting the customer to be completely satisfied. All of this could have been avoided with a phone call, rather than acting on assumptions you made without further clarification from us - the customer.

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Description: Marble & Granite Installation, Stonework Fabrication, Marble Distributors, Tile & Marble, Non-ceramic Tile Stores, Counter Top Suppliers, Granite Distributors, Ceramic Tile Companies

Address: 1661 Hwy 58, Swansboro, North Carolina, United States, 28584-8313

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