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Orca Granite & Stone, LLC

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Reviews Orca Granite & Stone, LLC

Orca Granite & Stone, LLC Reviews (6)

Orca's response to [redacted] 's complaint: When we made appointments with [redacted] it was an ordealShe is a substitute teacher and she has an ongoing healthissue which needs appointments, a lot of appointmentsWe re-arranged our schedule around her schedulesWhen her schedule changed, we re-arranged our schedule When she got a call to go to work, we re-arranged our schedule It was impossible for her to miss work around our schedule, as we catered to her schedules with the utmost patience and care When [redacted] initially made contact with us, there was a super abundance of time invested in quieting her concerns, assuring her that we could do the job with a high level of excellence and expertise There was a daily morning phone call from her for weeksThere were emailsShe made many trips to our shop location where our remnants are located, and where she selected a piece for her countertopShe was unsure of her selection and made repeated visits there to check on her piece, to view it again and againEach visit required an appointment with the owner being present, as we do not pull our production people out of the shop for customers Safety in handling the material is paramountHer product was a 3cm granite vanity countertopShe wanted the installers to bring the piece up a steep muddy embankmentOur head installer chose a gravel path with steps, and she became upset If our installers had slipped, they could have been harmed by the piece falling on them, the piece could have broke, or both, neither which was a desirable outcome When we install a vanity countertop, we also mount the sink to the underside of the stone One of the first steps we do, is to remove the "stretcher" which is a board in the interior of the sink cabinetIt is a temporary piece, and cannot be seen unless you crawl up inside the cabinet boxThe sink cannot be mounted or installed if that board is still in placeSo we remove the "stretcher"When our installer removed the board, she said we had damaged the cabinet, that it was a brand new cabinet, that she had paid a lot of money for that cabinet, and we had damaged it For anyone else to install a countertop with a sink, that stretcher board would have to come out When the cabinet was templated for the installation, the templated made a jog at a faceframe of an adjoining vertical cabinetThe customer would have preferred that we would have made a notch in the stone instead If we would have made a notch, the countertop would not have fit past where the faceframe protruded, and it would have been impossible to do the installation Prior to the customer's commitment for us to do her vanity countertop job, she was highly concerned that there was going to be a minute slight gap between the stone and the wall at the end This small minute gap is required to allow room for us to place the countertop in that space to reduce chances of gouging the walls, causing damage and an unhappy customerWe accommodated her concern and cut the piece tight, tighter than what makes us comfortable, and she still was not satisfied The sink was more than likely cut wrong by us, her last change request must have slipped through the cracksWe tried to accommodate her each time through each stepOur installer called the office and told us he was bringing the piece backThe owner would have remade the piece to re-cut the sink opening After all the issues, we realized it might be impossible to make her happyHe made the decision to refund the customerWe completely and immediately refunded her all of her money We have only refused other jobs in the entire history of our company, and for the same reason, we realized that we could not satisfy the customer Thank you for the opportunity to share our experience

Revdex.com:I accept the payment of $for the damage to my bathroom vanity cabinetI agree to close all open cases and will not pursue the matter further once I receive payment [redacted]

Complaint: ***I am rejecting this response because: Orca Granite’s response to my complaint is unacceptable.I do not understand how Orca Granite can say making appointments was an ordealI did visit the yard several times as I wanted to make sure my choice of granite was what I wantedI also made my appointments to the yard (3) when the owner was scheduled to be there anywayMy work schedule had little to do with appointments as I only work one or two days a weekMy health definitely should not be part of this complaint and did not interfere with scheduling. The installers chose the path of entry to my houseThere were two options and neither one is muddyIt was their choice and I did not state a preference.The sinks were oval cut and the invoice specified rectangleThe oval sinks were bigger than the ordered rectangle so I don’t believe the granite could be re-cut to fit the smaller sinks. Yes, I did request a tight fit to minimize side gaps and was very pleased with the way the granite fit to the side-wallsThis should not be part of the complaint as it was not an issue.When the template for installation of a granite countertop was being made I clearly stated that I wanted the counter top to sit behind the face-frame of the adjoining cabinetWhen the stone was being installed it was apparent it would not fit behind the face-frame of the cabinetThe owner who measured for the countertop made a measurement error When the installers started the installation they realized that it wouldn’t fit and made a notch that was unacceptableThey said they could take it to the shop and trim the countertop to fitI agreedThey also stated this was not the first time adjustments needed to be made and it won’t be the last timeThe next thing I knew Orca Granite cancelled the jobThe owner would not discuss this with me. I understand about the “stretcher” needing to be cut for the sinksHowever, the granite was apparently dropped when installing and the inside panels of the cabinet were damagedThis damage had nothing to do with the sink cutoutsHowever, they cancelled the job without discussing this with me and I feel my cabinet should return to its original conditionDamage to panels and “stretcher” cutouts repaired or compensated for.I’m not the one who made mistakes The issue is Orca Granite did damage the inside vertical panel of my cabinet and it is their responsibility to fix or compensate for the damage
Sincerely,*** ***

Orca Granite & Stone is offering [redacted] $500.00. In exchange, Orca Granite & Stone wants all filings everywhere, all complaints everywhere, and all filings and complaints anywhere in the future to be revoked. Complete compliance and agrreemnet with this has to be in writing before the check is issued. This includes the contacts made with the Revdex.com, The Washington State Attorney's General Office and any other possibility.

Orca's response to [redacted]'s complaint:
 
When we made appointments with [redacted] it was an ordeal. She is a substitute teacher and she has an ongoing healthissue which needs appointments, a lot of appointments. We...

re-arranged our schedule around her 2 schedules. When her schedule changed, we re-arranged our schedule.  When she got a call to go to work, we re-arranged our schedule.  It was impossible for her to miss work around our schedule, as we catered to her 2 schedules with the utmost patience and care.
 
When [redacted] initially made contact with us, there was a super abundance of time invested in quieting her concerns, assuring her that we could do the job with a high level of excellence and expertise.  There was a daily morning phone call from her for weeks. There were emails. She made many trips to our shop location where our remnants are located, and where she selected a piece for her countertop. She was unsure of her selection and made repeated visits there to check on her piece, to view it again and again. Each visit required an appointment with the owner being present, as we do not pull our production people out of the shop for customers. 
 
Safety in handling the material is paramount. Her product was a 3cm granite vanity countertop. She wanted the installers to bring the piece up a steep muddy embankment. Our head installer chose a gravel path with steps, and she became upset.  If our installers had slipped, they could have been harmed by the piece falling on them, the piece could have broke, or both, neither which was a desirable outcome.
 
When we install a vanity countertop, we also mount the sink to the underside of the stone.  One of the first steps we do, is to remove the "stretcher" which is a board in the interior of the sink cabinet. It is a temporary piece, and cannot be seen unless you crawl up inside the cabinet box. The sink cannot be mounted or installed if that board is still in place. So we remove the "stretcher". When our installer removed the board, she said we had damaged the cabinet, that it was a brand new cabinet, that she had paid a lot of money for that cabinet, and we had damaged it.  For anyone else to install a countertop with a sink, that stretcher board would have to come out. 
 
When the cabinet was templated for the installation, the templated made a jog at a faceframe of an adjoining vertical cabinet. The customer would have preferred that we would have made a notch in the stone instead.  If we would have made a notch, the countertop would not have fit past where the faceframe protruded, and it would have been impossible to do the installation.
 
Prior to the customer's commitment for us to do her vanity countertop job, she was highly concerned that there was going to be a minute slight gap between the stone and the wall at the end.  This small minute gap is required to allow room for us to place the countertop in that space to reduce chances of gouging the walls, causing damage and an unhappy customer. We accommodated her concern and cut the piece tight, tighter than what makes us comfortable, and she still was not satisfied.
 
The sink was more than likely cut wrong by us, her last change request must have slipped through the cracks. We tried to accommodate her each time through each step. Our installer called the office and told us he was bringing the piece back. The owner would have remade the piece to re-cut the sink opening.  After all the issues, we realized it might be impossible to make her happy. He made the decision to refund the customer. We completely and immediately refunded her all of her money.  We have only refused 2 other jobs in the entire history of our company, and for the same reason, we realized that we could not satisfy the customer. 
 
Thank you for the opportunity to share our experience.

Revdex.com:I accept the payment of $500.00 for the damage to my bathroom vanity cabinet. I agree to close all open cases and will not pursue the matter further once I receive payment.
 
[redacted]

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Address: 10324 Canyon Rd E Ste 101, Puyallup, Washington, United States, 98373-1013

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