Pacific Granite & Cabinets, LLC

I am rejecting this response because: You keep bringing up the fact that you installed the counter tops years ago and yet I called a rep of yours six months after the darkening appeared and he suggested I use denatured alcohol on the spots, which did not workAs far as it being moisture which you've stated several times, we have been gone for a week or two over the years and it never dried up or lessenedIn regards to your recommendation not to seal it in the previous complaint emails, your rep said to let it dry and then to seal it, directly contradicting what you recommendedIn your 3rd point, you said that no adhesive would have been used on the area by the ovenAll of the dark spots appeared on edges where adhesives would be used and nowhere else.I'm sick and tired of hearing the same reasons for the problem being repeated over and over againIts obvious you are avoiding addressing the real problemI guess I shouldn't have expected much from a sub-par company like yoursThank you, Mr [redacted]

I worked with this customer though out the whole process and can comment on the timelineIn April, this customer decided he wanted a color we do not stock for this bathroom countertopI advised him we had an upcoming project and a remnant from the slab should be enough to do his project Due to project delay that postponed the cutting of the slab his remnant was to come from, the project was delayed until the end of June Our deposit amount and final balance are clearly written on the ordersFinally, this customer’s countertop was ready for pickup on the day written on his orderThis Revdex.com complaint was the first I heard of any dissatisfaction The measurer had no record of arriving earlier than 11:amAfter reviewing this complaint, I confirmed we did not drill faucet holes since the faucets specification were not provided at time of pickup So, a credit of $has been made to this customer’s credit card Unfortunately, I cannot credit this project further since: we delivered the countertop on time and already discounted the project $due to the customer performing his own installation Furthermore, this countertop was approved at pickup and it took over days to try and recover the payment from the customer We did not charge interest as we disclosed the right to do in the Terms & Conditions section of this customer’s order

I am rejecting this response because: Your response basically calls me, the cus***er, a liar Your crew disconnected all three of my p-traps at the fitting where the plumbing enters the plumbing wall and left the p-trap assembly sitting in the base of the sink cabinetsTheir actions alone cased the cracked plumbing fitting You are not being told the truth from your installation crew I did not ask for reimbursement for the oil spots they left on my driveway (pizza box issue)with their leaking truck or the cost of the ceiling tile and labor to fix the ceiling below I expect full reimbursement of the $expense

We spoke to the crew and the owner of Pacific Granite regarding this issue for the reimbursement of ***'s plumbing expenses. We contend that the plumbing issue was not caused by our crew. Since we do not touch plumbing, it was ***'s responciblibly to disconnect
the plumbing so we could do the removal of the old countertops. It's clearly written on our estimate that we are not responsible for the disconnect or reconnect of the plumbingIn fact, the crew said *** did a proper disconnect and they removed the tops with ease.After our initial conversation with ***, we told him that we did not touch his plumbing and he was the one responsible for any plumbing disconnect or reconnect of the plumbing We never told *** that we would compensate him for the plumbing expense We did, however, offer $off his projectThat's about 10% off the project for his inconvenience

I am rejecting this response because:
You keep bringing up the fact that you installed the counter tops 4 years ago and yet I called a rep of yours six months after the darkening appeared and he suggested I use denatured alcohol on the spots, which did not work. As far as it being moisture which you've stated several times, we have been gone for a week or two over the years and it never dried up or lessened. In regards to your recommendation not to seal it in the previous complaint emails, your rep said to let it dry and then to seal it, directly contradicting what you recommended. In your 3rd point, you said that no adhesive would have been used on the area by the oven. All of the dark spots appeared on edges where adhesives would be used and nowhere else.I'm sick and tired of hearing the same reasons for the problem being repeated over and over again. Its obvious you are avoiding addressing the real problem. I guess I shouldn't have expected much from a sub-par company like yours. Thank you, Mr. [redacted]

I am rejecting this response because:  Your response basically calls me, the cus[redacted]er, a liar.  Your crew disconnected all three of my p-traps at the fitting where the plumbing enters the plumbing wall and left the p-trap assembly sitting in the base of the sink cabinets. Their actions alone cased the cracked plumbing fitting.  You are not being told the truth from your installation crew.  I did not ask for reimbursement for the oil spots they left on my driveway (pizza box issue)with their leaking truck or the cost of the ceiling tile and labor to fix the ceiling below.  I expect full reimbursement of the $583.00 expense.

I worked with this customer though out the whole process and can comment on the timeline. In April, this customer decided he wanted a color we do not stock for this bathroom countertop. I advised him we had an upcoming project and a remnant from the slab should be enough to do his project.  ...

Due to project delay that postponed the cutting of the slab his remnant was to come from, the project was delayed until the end of June.  Our deposit amount and final balance are clearly written on the orders. Finally, this customer’s countertop was ready for pickup on the day written on his order. This Revdex.com complaint was the first I heard of any dissatisfaction.  The measurer had no record of arriving earlier than 11:30 am. After reviewing this complaint, I confirmed we did not drill faucet holes since the faucets specification were not provided at time of pickup.  So, a credit of $100 has been made to this customer’s credit card.  Unfortunately, I cannot credit this project further since: we delivered the countertop on time and already discounted the project $100 due to the customer performing his own installation.  Furthermore, this countertop was approved at pickup and it took over 30 days to try and recover the payment from the customer.  We did not charge interest as we disclosed the right to do in the Terms & Conditions section of this customer’s order.

Thank you [redacted] for your patience while we resolve your issue.  Today, we credited the card used for the final payment $583.00 to reimburse your plumbing expense.  Please be advised that it will take 2 business days or less to show up as a credit on your statement.  Best regards, Steve

The photos of Mr. [redacted] sink, joint and stove area illustrates the darkness that is indicative of a moisture or oil stain.  Given the age of these counters, they should have been sealed years ago prior to the absorption of the liquid darkening the counters.  More often, oils stains...

appear around stoves since hot oils will splatter from open pans and moisture stains appear around sinks as water splashes.  Hence, we provided steps Mr. [redacted] could try before sealing to get rid of those dark spots.  The opinion of Mr. [redacted] “I think the dark spots were the result of adhesive leaching through the granite, because the stain appeared where adhesive would have been used.” Is not probable in our professional experience.  The adhesive used under the counter is a professional grade clear Acrylic Latex Caulk plus Silicone.  The adhesive for the joint is a fast activating epoxy colored, in this case, to a light gray.  Thankfully, after performing tens of thousands of successful stone countertop installation, neither adhesive has ever resulted in darkening granite in any way or “leaching through” as Mr. [redacted] is claiming.Finally, Mr. [redacted]’s response seams to describe the fact that he has not tried to remove the oil stains and that would be our next suggestion.  Overall, we do not perform services to restore granite countertops, however, there are plenty of companies that do.  There is no indications to us that these stains “stems from their faulty installation” are indeed a result of inadequate or incorrect care for the stone.

Those dark areas are not a result of our fabrication or installation process conducted over 4 years ago.  Moreover, I suggest you do not seal the darkened areas until the cause of the darkness is gone.  The seal may trap in the oil or moisture and make it more difficult to pull out.Dark spots on granite is almost always a sign oil or moisture absorbed in the stone.  If it were the epoxy or “glue” as you called it, then why is it dark near the sink and stove where oil or moisture is often present?  Those are certainly food preparation areas and no epoxy is used for installation in those areas.After reading your rejection, we still feel you need to hire a stone care professional to determine the cause.  Hopefully, they can remediate those spots so that you can enjoy those counters again.