Origins Granite Pittsburgh

I am a little confused I do show that we needed to re-cut the backsplash for the kitchen due to a measuring issue Install of tops were 2-18-and new splash was installed 2-24- I see no indications on any of the signed waivers about any issue with the vanity bowl cut out I have attached our waiver of completion and also photos of the vanity bowl at original install This is in response to the posting on your web site I will also be calling the customer to see if they can send me a photo of the specific area After the photos are received, I can better determine any action needed Thanks, [redacted] Origins Granite Cell ###-###-####

We have communicated with the customer directly The customer's warranty claim with the manufactuer was denied, but we are seeing in what other way we can resolve this to the customer's satisfaction Below is a copy of the last communication sent ot the customer (sent 4/21/15) [redacted] : I spoke with [redacted] yesterday Here's theirreply: "The warranty coverage for this countertop is not ineffect as of now since the countertop has not been paid in full.However, as a good will gesture to you and your client, avisit was made by a sales representative to assistThe visit revealed no material defect .only cleaning issuesIsland had marks that were removed.Marks between sink and cooktop were removed.Bar area ( [redacted] bar pic) had smudges and grease marks---not resolved (Our NY tech can possibly visit in late May to resolve the issuewith other cleaning materials)."Looking at the pictures that they forwarded with the email,I really don't see anything that would be considered defective by quartzstandards I'm sorry that you don't like this answer, but it's aprofessional opinion that from both Origins and [redacted] I thinkyou'll have a hard finding someone that would have a different professionalopinion[redacted] is willing to send their service tech to you toclean the bar top The marks on the top (looking at the pics) really lookjust typical marks from use, similar to how my stainless steel appliances look(just like stainless steel, colors like this show fingerprints, smudges andgrease marks a lot easier than "busier" colors) Afterreviewing the pictures with [redacted] (I spoke with [redacted] theirwarranty specialist, and [redacted] , their regional manager), [redacted] wouldconsider providing material to replace the bar top, and only as a good-willcustomer accommodation.The pictures of the seams that I've all seen look verygood Looking at the overall picture of the kitchen I can't even locatethe seams (seams in granite and quartz are typically clearly visible from apx6-8' away) I will again defer to the Marble Institute ofAmerica standards, which I sent you the link to in a prior reply.So the bottom line is that:Origins can either (a) schedule a tech to clean your bartop (or [redacted] can clean the bar top) or (b) replace the bar top sectionat no cost to youOrigins can schedule a tech to reset any seams that arenot set to industry standardsIf you decide to keep the countertop as-is, Origins willprovide a $credit to the cost of the project Once the remainingbalance is paid, we will notify [redacted] that the project has been paid infull and your [redacted] warranty coverage will start You may pursueany pursue further claims with [redacted] directly as they are not party toour settlement Please note that the [redacted] warranty only applies toprojects that are paid in full, which, based on my conversation with themyesterday, is one reason that they have not provided you with a formal responseto your warranty claim (http://www[redacted] If these options are not acceptable, then Origins willprovide you a 100% refund for your countertop provided we can remove thecountertops I don't feel this is in any way warranted, but I have noother options to offer.Any of the above would need to be accompanied by a mutual release.Please let me know how you'd like to proceed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Bob S [redacted] is no longer employed with Origins I'm sorry that this has not been resolved Chris in our customer service department will touch base with you next week You can all reach Chris at ###-###-#### (this is our main phone number so you'll probably need to ask to speak with her depending on who picks up).That said, I think the issue you're having is that the flange rings don't work with some older disposers Most current disposers (such as all [redacted] ) allow for the use of a flange ring The part simply snaps into the the metal disposer flange after the disposer is installed Most plumbers know the system works, but some don't If you can send Chris a picture of your disposer (under the sink) and metal flange (looking down into your sink) then she should be able to verify if the flange ring will work with your model If it does then you can install it yourself without the need to get a plumber back out If it doesn't then the only options would be to either upgrade your disposer to a current model (we have a 3/HP model available for $that works with that flange, but you would need a plumber to switch it out) or you can return the flange to one of our showrooms (Greensburg or Cranberry) Do you have a copy of your original contract indicating what you paid for the flange ring? Your project looks to be from so I don't have your breakdown available.Name: [redacted]

Incredible experienceGreat designers down to very polite installersWould recommend to friends and family

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept this response because Origins Granite sold me a piece of granite off the floor that was no longer available I cannot help that the designer who sold me the granite is no longer working there I was emailed a picture of the granite and did approve it, but it is clearly not the granite that was installed in my home She sold me my choice which was written on my contract as Giallo Aramillo In good faith and signed on a contract this is what was chosen I also have a picture of the granite that I picked and it is brown, cream, and beige in color What was installed in my kitchen is called Giallo Verona and it is green, gray, and has splashes of burgandy I also know the correct granite was not installed because of the labels that were on the granite that was installed in my home The manager stopped at my house took several pictures of what had been installed and admitted that the color was wrong I have the text messages as proof and he even dropped me off two samples of granite that were similar to the one I had originally chosen (brown, creams, and beige)I contacted him via text message and told him that I would accept changing to a new granite based off of the two samples he had dropped off at my home to replace the incorrect granite that was installed I still have the samples that he left, as well as text messages This does not resolve my complaint I will not pay more money to fix a problem that I have proof that occurred due to their error in selling discontinued granite and never telling me this I want a refund of at least $1,because of the breech of contract and the fact that I did not get what was stated in the contract
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We did not sign off on acceptance of this job as we knew there were issues when the job was completeAlso, we did not sign a contract and still do not know the final amount Origins is stating we oweWe require that information in order to weigh our options on how to proceed
*** ***

We are in the process of supplying a new faucet to help and scheduling a work order for seam issue
Ty

font-size: medium; font-family: arial, sans-serif;">
The kitchen sink is set back 7” from the front as the approved design states.  In an effort to make for a happier customer we have offered the following three options as a solution.
 
1.)  At our cost, replace your faucet with a [redacted] so you would not need to reach across near as often.  Below is a link with some information on this faucet.  It does mount in a one hole method as well.[redacted] 
 
2.)     At our cost, we could cut the granite on site and install a drop in style sink.  This would however leave the current faucet hole exposed behind the sink.  A possible use for this hole might be an air switch for the garbage disposer.
 
We could find a matching piece of material and remake the sink section.  This would require a payment of $1,500 to do.

I am a little confused. I do show that we needed to re-cut the backsplash for the kitchen due to a measuring issue. Install of tops were 2-18-14 and new splash was installed 2-24-14. I see no indications on any of the signed waivers about any issue with the vanity bowl cut out.
I have attached our waiver of completion and also photos of the vanity bowl at original install.
This is in response to the posting on your web site. I will also be calling the customer to see if they can send me a photo of the specific area. After the photos are received, I can better determine any action needed.
Thanks,
[redacted]
Origins Granite
Cell ###-###-####

We have communicated with the customer directly.  The customer's warranty claim with the manufactuer was denied, but we are seeing in what other way we can resolve this to the customer's satisfaction.  Below is a copy of the last communication sent ot the customer (sent...

4/21/15)[redacted]: I spoke with [redacted] yesterday.  Here's theirreply: "The warranty coverage for this countertop is not ineffect as of now since the countertop has not been paid in full.However, as a good will gesture to you and your client, avisit was made by a sales representative to assist. The visit revealed no material defect….only cleaning issues. Island had marks that were removed.Marks between sink and cooktop were removed.Bar area ([redacted] bar pic) had smudges and grease marks. ---not resolved (Our NY tech can possibly visit in late May to resolve the issuewith other cleaning materials)."Looking at the pictures that they forwarded with the email,I really don't see anything that would be considered defective by quartzstandards.  I'm sorry that you don't like this answer, but it's aprofessional opinion that from both Origins and [redacted].  I thinkyou'll have a hard finding someone that would have a different professionalopinion.[redacted] is willing to send their service tech to you toclean the bar top.  The marks on the top (looking at the pics) really lookjust typical marks from use, similar to how my stainless steel appliances look(just like stainless steel, colors like this show fingerprints, smudges andgrease marks a lot easier than "busier" colors).  Afterreviewing the pictures with [redacted] (I spoke with [redacted] theirwarranty specialist, and [redacted], their regional manager), [redacted] wouldconsider providing material to replace the bar top, and only as a good-willcustomer accommodation.The pictures of the seams that I've all seen look verygood.  Looking at the overall picture of the kitchen I can't even locatethe seams (seams in granite and quartz are typically clearly visible from apx6-8' away).    I will again defer to the Marble Institute ofAmerica standards, which I sent you the link to in a prior reply.So the bottom line is that:1. Origins can either (a) schedule a tech to clean your bartop (or [redacted] can clean the bar top) or (b) replace the bar top sectionat no cost to you.2. Origins can schedule a tech to reset any seams that arenot set to industry standards.3. If you decide to keep the countertop as-is, Origins willprovide a $750 credit to the cost of the project.  Once the remainingbalance is paid, we will notify [redacted] that the project has been paid infull and your [redacted] warranty coverage will start.  You may pursueany pursue further claims with [redacted] directly as they are not party toour settlement.  Please note that the [redacted] warranty only applies toprojects that are paid in full, which, based on my conversation with themyesterday, is one reason that they have not provided you with a formal responseto your warranty claim.  (http://www.[redacted]4. If these options are not acceptable, then Origins willprovide you a 100% refund for your countertop provided we can remove thecountertops.  I don't feel this is in any way warranted, but I have noother options to offer.Any of the above would need to be accompanied by a mutual release.Please let me know how you'd like to proceed.

Thank you for
contacting me regarding this matter.  Please find below our response to
the complaint.SUMMARYMrs. [redacted]
purchased a granite countertop from Origins Granite Charleston, LLC (“Origins”)
on 6-2-2015 for $2697.  Due to new cabinets being installed, the...

customer
was not ready for measure until October 2015.  The measure was completed
on 10-7-15.  The countertop was delivered and installed on 10-21-15. 
A no-charge service was performed on 10-23-15 to enlarge the sink cutout, at
which time the project was completed.Mrs. [redacted] has
voiced her dissatisfaction with the scheduling of some of the appointments. 
Origins acknowledges that there were some schedule changes that resulted in the
completion being delayed slightly beyond the original expected completion,
although the timeframes in which the work was completed is within the terms of
the contract. The main point of
the dispute pertains to the seams on sink section of the countertop.  The
project was initiated with an undermount sink, although the countertop design
went through several changes and Mrs. [redacted] ultimately opted for a drop-in
sink, which requires bridge seams around the cutout (as opposed to a
full-length seam that would have been required if the customer opted for the
undermount sink).  Mrs. [redacted] purchased the sink from another
vendor.  Mrs. [redacted] alleges that she was not told that there would be
bridge seams around the drop-in sink and feels that the cutout was not done
correctly.  Origins has reviewed the complaint and acknowledges that the
cutout was initially made too small for her sink, although this was ultimately
addressed on a no-charge service call during which the sunk cutout was
enlarged.  After careful
review of the case, Origins has determined that:..The countertops were fabricated and installed in the material that was ordered..The work is done in accordance with the contract and industry standards...The layout sent to Mrs. [redacted] via email prior to fabrication of the granite, which Mrs. [redacted] approved, shows the bridge seams...The sink cutout has been adjusted and is correct...After the installation was complete, one of the seams on the countertop separated when the drop-in sink was removed.  The parties have attempted to agree on a resolution but have not been able to reach a settlement agreeable to all parties involved.
Origins is willing
to work with customer to find a fair and reasonable solution and has offered
the following (the offer remains open, should Mrs. [redacted] decide to accept it):Origins will either
(a) repair the separated seam at no cost to the customer or (b) replace the
sink portion of the countertop with new granite with a polished undermount sink
cutout (which Mrs. [redacted] indicated she now wants since it will not require the
bridge seams that her current drop-in sink requires)  at no expense to the
customer provided that the client (i) purchases an undermount sink from
Origins, (ii) pays for the undermount cutout and mounting fee (which is
required for any undermount sink) and (iii) the parties sign a settlement and
release that indicates this as the final and satisfactory resolution of the
issues.
Mrs. [redacted] agrees that she purchased the countertop with a drop-in cutout and provided her own sink but she doesn't like the way this part of her countertop turned out.  Although there is nothing wrong with that countertop section (it was made and installed as ordered by Mrs. [redacted]), Origins has offered to remake it at no cost to Mrs. [redacted] with a different sink and cutout (undermount rather than a drop-in).  Mrs. [redacted]'s request that Origins also provide a free sink ($379 cost) and a free undermount cutout/mounting ($289) is not reasonable as neither were part of her original purchase.
ADDITIONAL
INFORMATION AND RESPONSESAs it pertains to
the Mrs. [redacted]’s complaint pertaining to scheduling and delays, Origins
disagrees with Mrs. [redacted] assertions. SCHEDULING /
TIMEFRAMESAccording to our
scheduling system, Mrs. [redacted] notified us that she was ready for measure and an
initial measure appointment was offered for 10-01- 2015.  This appointment
was not confirmed and we emailed Mrs. [redacted] on 9-30-2015 and offered another
measure appointment for 10-02-2015.  We ultimately spoke to Mrs. [redacted] on
10-01-2015 and confirmed a measure appointment for 10-06-2015.  The
measure was completed as scheduled.  Mrs. [redacted] was
given a tentative install date of 10-14-2015.  The install date was
rescheduled for 10-21-15 after Mrs. [redacted] rejected the first layout sent to
her via email.  Mrs. [redacted]’s decision to reject the layout was because of
several darker spots in the stone that she felt were defects.  Origins
provided Mrs. [redacted] with a second layout on a different slab that she approved
and which was used for the final countertop.  The installation was
completed on 10-21-15 as scheduled, although a subsequent service call was
performed to enlarge the sink cutout on 10-23-15.The contract, which
Mrs. [redacted] signed, states “Once the job is released for production, the
normal time until completion is 2 weeks. However, depending upon our workflow
and schedules your actual time required may vary.”  The work was
completed within the terms indicated in the contract.PRODUCT QUALITYMrs. [redacted] alleges
that the first layout she was sent to her for approval was on sub-standard
material.  Although this is a moot point since the material was ultimately
returned to our vendor and a new slab substituted (which Mrs. [redacted] approved),
Origins states for the record that both the first and second slab were
purchased as “first quality” material from our vendor.  Moreover, it is
not uncommon for granite to have some variation in color and pattern, which is
why Origins normally provides customers with a virtual layout to approve prior
to their countertop being cut.  The contract between Origins and Mrs.
[redacted] specifically covers natural characteristics and states: “Granite is a
Natural Material  Granite is made by nature.  Therefore, color and
pattern variations can occur within the same slab of stone.  Also, you may
notice tiny holes, indentations or fissures that will be in the granite. 
This is normal as it is real stone from the earth.” SEAM PLACEMENT AND BRIDGE
SEAMSMrs. [redacted] alleges
that she was expecting the sink section of her countertop to be without any
seams.  This is contradictory to the mesurerer’s drawings that indicate
that a seam would be required due to the length of the sink run. 
Furthermore, Origins provided Mrs. [redacted] with two virtual layouts that showed
the countertop with the bridge seams (Mrs. [redacted] rejected the first layout due
to the darker spots on the granite and accepted the second layout). 
Granite slabs are normally 110” - 115” long, so having a piece that is 130”
long with no seams is not possible.INSTALLER’S ARRIVAL
TIMEMrs. [redacted] alleges
that our installer should not have been working in her home without her (or
someone she was comfortable being there) present.   Although Origins
encourages customers to be on site for the measure and installation, it is not
uncommon for our installers to be left at the jobsite alone during the
work.  On 10-7-2015, Mrs. [redacted] sent Origins an email to confirm the
measure appointment for later that day and in this email stated “My contractor
typically leaves at 330 if no one is there please allow him to let himself in
to measure”.  The email indicates that she did not need to be home for our
employees to enter.  On the install appointment, Mrs. [redacted]’s contractor,
who was working in the home alone with no one else present, provided our
installers access to the jobsite.  Although the contractor had to leave,
he notified the client and Mrs. [redacted]’s farther in law (or possibly father) arrived
shortly after and was present when our installer continued to work.CUTTING / FIELD
MODIFICATIONSMrs. [redacted] alleges
that it was improper for Origins’ installers to make cuts and modifications to
her granite countertop in her home.  Cutting and modifying of the granite
countertop at the jobsite is not uncommon our installers are trained and
equipped to do so.  Our contract specifically states: “Installation and
Cutting of Granite on Location:  It is not uncommon for installers to make
some adjustments and modifications during installation and you should expect
some dust to be created during this process.  Although we attempt to
minimize the dust, customers are encouraged to hang plastic sheeting,
particularly if you have an open floorplan.  The installer will try to
minimize the dust and will clean the countertops and floors after the
installation.  The detailed cleaning other than the countertop will be the
customer’s responsibility.  Removing and replacing a countertop is a major
project, and customers are asked to remember that this is a “construction
zone”.   For the safety of your installers please have all pets and
children placed safely away from the construction area.  Please have the
area where the installers are bringing in the granite countertops clear of any
furniture and/or rugs”.  FOLLOWUPMrs. [redacted] alleges
that Origins has been non-responsive in reaching and has been unwilling to work
with her towards a resolution.  This is inaccurate.  Peter
K[redacted], the owner of the company, Debra S[redacted] in our scheduling department
and Jennifer R[redacted], our regional manager, have all been in contact with Ms.
[redacted] since October 23, 2015.  Origins has made several calls in an
effort to schedule the service reset a seam (which Mrs. [redacted] reported was separated
several days after the last service where the sink cutout was modified). 
Ms. [redacted] did not return any of these calls.  Peter K[redacted] has
exchanged several emails with Mrs. [redacted] and attempted to speak with Mrs.
[redacted] in an effort to reach a resolution, but Mrs. [redacted] indicated via email
on 10-27-2015 that “At this point I would prefer written communication as a
means of resolution. I am unhappy in the quality of service and responses I
have received thus far and would like to have a written record henceforth of
everything that takes place.”  There were over a dozen emails between
the parties in an effort to reach a resolution.  The lack of a resolution
is not due to lack of effort or lack of communication, but rather because the
parties have not been able to agree on a fair and reasonable settlement.CONCLUSIONOrigins has
delivered and installed the countertop ordered by Mrs. [redacted] as per the
contract and requests that this case be closed.  Sincerely,  Origins Granite
Charleston, LLCPeter K[redacted]Managing Member

Where do I begin? We chose this company for our countertops because we wanted to give the business to a local company. It turns out their headquarters are in MD, and there was no local place to view slabs. Still we trusted the very large sample we saw in the showroom. Also, our point of contact was very nice and seemed to know about product, and company very well. Although the finished product is not EXACTLY what we expected, we do like it. Our biggest issue with this company is their lack of attention once they had received our payment. A two week turn around for completion, was actually six weeks. There were many attempts to contact, via email, phone and letter written to the owner. It was very difficult to get any answers, especially after they closed their showroom, without warning, without contact, etc. Customer service is extremely important to me, and this company really fell short.

We have been in contact with Mr. [redacted].  They originally wanted the island piece of granite remade as it is a little shorter...

than expected.
 
There were also $210 worth of supports that we determined at the time were not needed. 
 
Our last conversation with Mr. [redacted] was to replace the island and refund the $210.  We have called a few times to schedule this but have had no returned calls to do so.
 
Thanks,
 
[redacted]
Origins Granite
 
Cell  ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not accept this response because Origins Granite sold me a piece of granite off the floor that was no longer available.  I cannot help that the designer who sold me the granite is no longer working there.  I was emailed a picture of the granite and did approve it, but it is clearly not the granite that was installed in my home.  She sold me my choice which was written on my contract as Giallo Aramillo.  In good faith and signed on a contract this is what was chosen.  I also have a picture of the granite that I picked and it is brown, cream, and beige in color.  What was installed in my kitchen is called Giallo Verona and it is green, gray, and has splashes of burgandy.  I also know the correct granite was not installed because of the labels that were on the granite that was installed in my home.  The manager stopped at my house took several pictures of what had been installed and admitted that the color was wrong.  I have the text messages as proof and he even dropped me off two samples of granite that were similar to the one I had originally chosen (brown, creams, and beige). I contacted him via text message and told him that I would accept changing to a new granite based off of the two samples he had dropped off at my home to replace the incorrect granite that was installed.  I still have the samples that he left, as well as text messages.  This does not resolve my complaint.  I will not pay more money to fix a problem that I have proof that occurred due to their error in selling discontinued granite and never telling me this.  I want a refund of at least $1,000 because of the breech of contract and the fact that I did not get what was stated in the contract.  
Regards,
[redacted]

Mrs. [redacted] purchased a countertop trough our Cranberry showroom on February 4, 2015.  The countertop included a kitchen and a vanity and was priced at $5460.  Price was based on the project needing one full slab ($2500) and one half slab ($1500) plus sinks / cutouts / removal.  During...

the purchase process the customer approved a seam layout that indicated that the cooktop section would be bridged (meaning that it would have small seams on the left and right side of the cooktops;  this is a norm for how we handle cooktop cutouts).   The project was cut as per the approved layout.At installation (or shortly after) Mrs. [redacted] indicated that she wanted the cooktop section to be cut without the bridge seams and instead wanted it seamless.  Mrs. [redacted] was also under the impression that the $1500 she had paid on the contract was to make the cooktop section seamless.  We reviewed the contract and layouts and confirmed that the countertop was cut as per the layout Mrs. [redacted] approved and that there was no indication anywhere that a special request was made to cut the cooktop section without the bridge seams.We also checked to see if there was a way that the project could have been completed on one slab, and verified that even with alternate layouts there was no way to fit the layout on a single slab and that the second slab was necessary even if alternate layouts were tried.The overall project looks excellent.  The countertop fits correctly and the seams are nearly invisible (a point that our company prides itself).Although there is nothing in our records that indicates that this was an error, Origins offered to replace the cooktop section without bridges as a customer good-will accomodation.  Mrs. [redacted] declined that offer and has requested that we refund the "$1500 that she paid extra to make the cooktop without bridge seams".    We have informed Mrs. [redacted] that we could not refund her $1500 because the project legitemately required more than one slab of material.We are willing offer Mrs. [redacted] $500 as a final resolution to this matter, specifically with the understanding that this is being offered as a customer good-will offer.I have attached that sales documents, signed by Mrs. [redacted], that show what was purchased and approved by Mrs. [redacted], as well as photographs from the original installation.

Bob S[redacted] is no longer employed with Origins.  I'm sorry that this has not been resolved.  Chris in our customer service department will touch base with you next week.  You can all reach Chris at ###-###-#### (this is our main phone number so you'll probably need to ask to...

speak with her depending on who picks up).That said, I think the issue you're having is that the flange rings don't work with some older disposers.  Most current disposers (such as all [redacted]) allow for the use of a flange ring.  The part simply snaps into the the metal disposer flange after the disposer is installed.  Most plumbers know the system works, but some don't.  If you can send Chris a picture of your disposer (under the sink) and metal flange (looking down into your sink) then she should be able to verify if the flange ring will work with your model.  If it does then you can install it yourself without the need to get a plumber back out.  If it doesn't then the only options would be to either upgrade your disposer to a current model (we have a 3/4 HP model available for $129 that works with that flange, but you would need a plumber to switch it out) or you can return the flange to one of our showrooms (Greensburg or Cranberry).  Do you have a copy of your original contract indicating what you paid for the flange ring?  Your project looks to be from 2013 so I don't have your breakdown available.Name:[redacted]

Thank you for
contacting me regarding this matter.  Please find below our response to
the complaint.SUMMARYMrs. [redacted]
purchased a granite countertop from Origins Granite Charleston, LLC (“Origins”)
on 6-2-2015 for $2697.  Due to new cabinets being installed, the customer
was not...

ready for measure until October 2015.  The measure was completed
on 10-7-15.  The countertop was delivered and installed on 10-21-15. 
A no-charge service was performed on 10-23-15 to enlarge the sink cutout, at
which time the project was completed.Mrs. [redacted] has
voiced her dissatisfaction with the scheduling of some of the appointments. 
Origins acknowledges that there were some schedule changes that resulted in the
completion being delayed slightly beyond the original expected completion,
although the timeframes in which the work was completed is within the terms of
the contract. The main point of
the dispute pertains to the seams on sink section of the countertop.  The
project was initiated with an undermount sink, although the countertop design
went through several changes and Mrs. [redacted] ultimately opted for a drop-in
sink, which requires bridge seams around the cutout (as opposed to a
full-length seam that would have been required if the customer opted for the
undermount sink).  Mrs. [redacted] purchased the sink from another
vendor.  Mrs. [redacted] alleges that she was not told that there would be
bridge seams around the drop-in sink and feels that the cutout was not done
correctly.  Origins has reviewed the complaint and acknowledges that the
cutout was initially made too small for her sink, although this was ultimately
addressed on a no-charge service call during which the sunk cutout was
enlarged.  After careful
review of the case, Origins has determined that:..The countertops were fabricated and installed in the material that was ordered..The work is done in accordance with the contract and industry standards...The layout sent to Mrs. [redacted] via email prior to fabrication of the granite, which Mrs. [redacted] approved, shows the bridge seams...The sink cutout has been adjusted and is correct...After the installation was complete, one of the seams on the countertop separated when the drop-in sink was removed.  The parties have attempted to agree on a resolution but have not been able to reach a settlement agreeable to all parties involved.Origins is willing
to work with customer to find a fair and reasonable solution and has offered
the following (the offer remains open, should Mrs. [redacted] decide to accept it):Origins will either
(a) repair the separated seam at no cost to the customer or (b) replace the
sink portion of the countertop with new granite with a polished undermount sink
cutout (which Mrs. [redacted] indicated she now wants since it will not require the
bridge seams that her current drop-in sink requires)  at no expense to the
customer provided that the client (i) purchases an undermount sink from
Origins, (ii) pays for the undermount cutout and mounting fee (which is
required for any undermount sink) and (iii) the parties sign a settlement and
release that indicates this as the final and satisfactory resolution of the
issues.Mrs. [redacted] agrees that she purchased the countertop with a drop-in cutout and provided her own sink but she doesn't like the way this part of her countertop turned out.  Although there is nothing wrong with that countertop section (it was made and installed as ordered by Mrs. [redacted]), Origins has offered to remake it at no cost to Mrs. [redacted] with a different sink and cutout (undermount rather than a drop-in).  Mrs. [redacted]'s request that Origins also provide a free sink ($379 cost) and a free undermount cutout/mounting ($289) is not reasonable as neither were part of her original purchase.ADDITIONAL
INFORMATION AND RESPONSESAs it pertains to
the Mrs. [redacted]’s complaint pertaining to scheduling and delays, Origins
disagrees with Mrs. [redacted] assertions. SCHEDULING /
TIMEFRAMESAccording to our
scheduling system, Mrs. [redacted] notified us that she was ready for measure and an
initial measure appointment was offered for 10-01- 2015.  This appointment
was not confirmed and we emailed Mrs. [redacted] on 9-30-2015 and offered another
measure appointment for 10-02-2015.  We ultimately spoke to Mrs. [redacted] on
10-01-2015 and confirmed a measure appointment for 10-06-2015.  The
measure was completed as scheduled.  Mrs. [redacted] was
given a tentative install date of 10-14-2015.  The install date was
rescheduled for 10-21-15 after Mrs. [redacted] rejected the first layout sent to
her via email.  Mrs. [redacted]’s decision to reject the layout was because of
several darker spots in the stone that she felt were defects.  Origins
provided Mrs. [redacted] with a second layout on a different slab that she approved
and which was used for the final countertop.  The installation was
completed on 10-21-15 as scheduled, although a subsequent service call was
performed to enlarge the sink cutout on 10-23-15.The contract, which
Mrs. [redacted] signed, states “Once the job is released for production, the
normal time until completion is 2 weeks. However, depending upon our workflow
and schedules your actual time required may vary.”  The work was
completed within the terms indicated in the contract.PRODUCT QUALITYMrs. [redacted] alleges
that the first layout she was sent to her for approval was on sub-standard
material.  Although this is a moot point since the material was ultimately
returned to our vendor and a new slab substituted (which Mrs. [redacted] approved),
Origins states for the record that both the first and second slab were
purchased as “first quality” material from our vendor.  Moreover, it is
not uncommon for granite to have some variation in color and pattern, which is
why Origins normally provides customers with a virtual layout to approve prior
to their countertop being cut.  The contract between Origins and Mrs.
[redacted] specifically covers natural characteristics and states: “Granite is a
Natural Material  Granite is made by nature.  Therefore, color and
pattern variations can occur within the same slab of stone.  Also, you may
notice tiny holes, indentations or fissures that will be in the granite. 
This is normal as it is real stone from the earth.” SEAM PLACEMENT AND BRIDGE
SEAMSMrs. [redacted] alleges
that she was expecting the sink section of her countertop to be without any
seams.  This is contradictory to the mesurerer’s drawings that indicate
that a seam would be required due to the length of the sink run. 
Furthermore, Origins provided Mrs. [redacted] with two virtual layouts that showed
the countertop with the bridge seams (Mrs. [redacted] rejected the first layout due
to the darker spots on the granite and accepted the second layout). 
Granite slabs are normally 110” - 115” long, so having a piece that is 130”
long with no seams is not possible.INSTALLER’S ARRIVAL
TIMEMrs. [redacted] alleges
that our installer should not have been working in her home without her (or
someone she was comfortable being there) present.   Although Origins
encourages customers to be on site for the measure and installation, it is not
uncommon for our installers to be left at the jobsite alone during the
work.  On 10-7-2015, Mrs. [redacted] sent Origins an email to confirm the
measure appointment for later that day and in this email stated “My contractor
typically leaves at 330 if no one is there please allow him to let himself in
to measure”.  The email indicates that she did not need to be home for our
employees to enter.  On the install appointment, Mrs. [redacted]’s contractor,
who was working in the home alone with no one else present, provided our
installers access to the jobsite.  Although the contractor had to leave,
he notified the client and Mrs. [redacted]’s farther in law (or possibly father) arrived
shortly after and was present when our installer continued to work.CUTTING / FIELD
MODIFICATIONSMrs. [redacted] alleges
that it was improper for Origins’ installers to make cuts and modifications to
her granite countertop in her home.  Cutting and modifying of the granite
countertop at the jobsite is not uncommon our installers are trained and
equipped to do so.  Our contract specifically states: “Installation and
Cutting of Granite on Location:  It is not uncommon for installers to make
some adjustments and modifications during installation and you should expect
some dust to be created during this process.  Although we attempt to
minimize the dust, customers are encouraged to hang plastic sheeting,
particularly if you have an open floorplan.  The installer will try to
minimize the dust and will clean the countertops and floors after the
installation.  The detailed cleaning other than the countertop will be the
customer’s responsibility.  Removing and replacing a countertop is a major
project, and customers are asked to remember that this is a “construction
zone”.   For the safety of your installers please have all pets and
children placed safely away from the construction area.  Please have the
area where the installers are bringing in the granite countertops clear of any
furniture and/or rugs”.  FOLLOWUPMrs. [redacted] alleges
that Origins has been non-responsive in reaching and has been unwilling to work
with her towards a resolution.  This is inaccurate.  Peter
K[redacted], the owner of the company, Debra S[redacted] in our scheduling department
and Jennifer R[redacted], our regional manager, have all been in contact with Ms.
[redacted] since October 23, 2015.  Origins has made several calls in an
effort to schedule the service reset a seam (which Mrs. [redacted] reported was separated
several days after the last service where the sink cutout was modified). 
Ms. [redacted] did not return any of these calls.  Peter K[redacted] has
exchanged several emails with Mrs. [redacted] and attempted to speak with Mrs.
[redacted] in an effort to reach a resolution, but Mrs. [redacted] indicated via email
on 10-27-2015 that “At this point I would prefer written communication as a
means of resolution. I am unhappy in the quality of service and responses I
have received thus far and would like to have a written record henceforth of
everything that takes place.”  There were over a dozen emails between
the parties in an effort to reach a resolution.  The lack of a resolution
is not due to lack of effort or lack of communication, but rather because the
parties have not been able to agree on a fair and reasonable settlement.CONCLUSIONOrigins has
delivered and installed the countertop ordered by Mrs. [redacted] as per the
contract and requests that this case be closed.  Sincerely,  Origins Granite
Charleston, LLCPeter K[redacted]Managing Member

The color that was selected is what was installed.  The designer that was working with this project is no longer employed with Origins.  However when the job was sold the designer sent in the a photo of the sample that the customer approved as part of her order documents.  The...

countertop is installed and looks beautiful.  I'm really sorry but short of replacing the countertop with a different color (which we would be willing to do at 50% off retail as customer good-will), there's nothing else we can do.