Premier Stone Fabrication, Inc.

Unfortunately Mr. [redacted] was informed his cabinets varied and had a bow in the middle and granite is cut at a straght line. We have made several attempts to correct the granite to fit Mr. [redacted]s  cabs and have done so very successfully. Now Mr. [redacted] wanted his stove to be flush with his counters...

and we informed Mr. [redacted] that we do not adjust appliances. If there is an issue with the height that is for the client to hire a contractor who can help with the flooring to leavel the stove. I made an appointment to assist because we do care, but Mr. [redacted] was out of town when we called on our way to his appointment. We rescheduled and Mr. [redacted] was upset that no one was there at 1pm. I informed Mr. [redacted] that we never assign an exact time due to granite appointments can very several hours but that a team was coming and would call on the way as usual. Mr. [redacted], then wrote a letter condeming us and told us not to even bother coming out. I informed Mr. [redacted] That there is nothing else we can do for him then and that our job was complete and that we wre done. We had simply made the last two appoinments to assist his concrens with his stove that really requires a contractor. He then got upset and said he wanted his money back. I informed him that the granite install is of great quality and that he needed to pay in full the cost. He declined and I did inform him that non payments do result in collections. Personal I truly feel For [redacted]. Thats why I went the extra length to ease his mind. I am sorry that he is upset but we have done all we can do. The pictures we have show a wonderful install. I hope He and I can calm down and come to an end result that makes us both happy. Truly[redacted]

Review: I hired Premier Stone to install Granite counters and sink in a kitchen remodel. They sent an individual to make the template as part of the install process for the new counters. Install took place on June 30th 2016 and there were problems from the start of install. The counter widths were not correct and the over hang on each counter were of different lengths they range from 1 1/4" into to almost 2". The sink was also dented and needed to be replaced. Due to these issues, I was without a functional kitchen over the Fourth of July Weekend. I was told each of the issues would be resolved and to date the only issue that has been resolved is the sink was replaced. In order to correct the variance from one side of the counter overhang to the next on the sink side they proceeded to cut into the dry wall and realign the whole counter to correct the overhang. I had specifically requested this not be done, but they assured me this was the process and was the only fix. I had advised them the overhangs were also inconsistent on the cooking range side and they varied from 1 1/4" to 1 3/4". These were also to be corrected and we scheduled 7/14/16 to have this done. They would call in advance and I would provide access; their team called 7/14/16 at 12:35 to get access, but I advised I would not be able to make that time frame due to work. I spoke with [redacted] from Premier stone the same day at 4:47 pm and we scheduled another appointment for Friday 7/22/16 around the same time frame. I was at home for the appointment but no one was here. Called [redacted] at 2:08pm on 7/22/16 to see where the installers were and he placed me on hold and determined both install teams were at other job sites and could not make it for at least 3+ hours. I proceeded to send the letter below to get a specific time frame to resolve my issues.

Hello [redacted],

I can understand everyone is busy these days, but we spoke last week 7/14 and scheduled your guys to be at my house today 7/22 on or around 1pm. Since install 6/30 there has been issue after issue and I cannot understand why I have been having these issues. The fact I was without a working kitchen over the Forth of July holiday was a great burden on me as well. If I was not such a stickler and had an eye for inconstancies these counter irregularities would have gone unnoticed. Each counter piece is of different widths and to resolve this fact there needed to be removal of my dry wall to accomade the extra lengths and the overhang look somewhat correct. So, everyones explanation is the fact my cabinets are not flush with the walls or the walls are crooked and such. I was under the impression the template would have taken this into account and then all counters would be fine and be of the same widths and the overhang would match. I would like the owner of the company and your most experienced team to be at my house on a set date and time with the template that was made at my house to see why all this has happened. I want to show the owner what I see and a clear explanation given that I will understand and accept. My previous counters were pretty dead on and the overhang looked the same throughout and the measurements I sent you with the generic drawings showed this. These delays/inconsistent counter widths have caused my kitchen project to be in limbo and I am getting frustrated. Overall I have not had a smooth experience with Premier Stone and frankly I am disappointed. I would appreciate a quick resolution of these issues and look forward to a specific time/date being dedicated to resolve these install issues and the project being completed. At this time there is no need to sent a crew out today as they are currently in [redacted]sburg and elsewhere and not at my resident for the appointment we made last week. You have been a pleasure to work with and I appreciate all your help in resolving this matter.

Thank you,

Not a minute after the above email was sent I received a call (3:18pm) from an angry and upset [redacted] lamenting me that there was no specific time frame set up for the appointmet for 7/22/16 and proceeded to call me OCD and advised "we are done", "we are not coming out to fix anything, or do any more work at your house". He further threatened me collection if I did not pay the remaining balance on the incomplete job. I advised him the job is not done and his retort was the fact I was OCD and we were within a 1/8" variance and the Job was done. I advised him we were not within the 1/8" variance and his angry responses were always "we are done".

The fact this business does not stand by its work and threatens to send customer to collections if they do not pay for an unfinished job and proceeds to name call its customers is astounding and unprofessional. Calling someone OCD is unprofessional and discriminatory; I do not have nor have been medically diagnosed with this disorder.tDesired Settlement: I would like them to fix the counters and make the overhangs match. If not I would like a full refund of my monies to date as they are in breach of contract for refusing to stand by their work and warranty.

Business

Response:

Unfortunately Mr. [redacted] was informed his cabinets varied and had a bow in the middle and granite is cut at a straght line. We have made several attempts to correct the granite to fit Mr. [redacted]s cabs and have done so very successfully. Now Mr. [redacted] wanted his stove to be flush with his counters and we informed Mr. [redacted] that we do not adjust appliances. If there is an issue with the height that is for the client to hire a contractor who can help with the flooring to leavel the stove. I made an appointment to assist because we do care, but Mr. [redacted] was out of town when we called on our way to his appointment. We rescheduled and Mr. [redacted] was upset that no one was there at 1pm. I informed Mr. [redacted] that we never assign an exact time due to granite appointments can very several hours but that a team was coming and would call on the way as usual. Mr. [redacted], then wrote a letter condeming us and told us not to even bother coming out. I informed Mr. [redacted] That there is nothing else we can do for him then and that our job was complete and that we wre done. We had simply made the last two appoinments to assist his concrens with his stove that really requires a contractor. He then got upset and said he wanted his money back. I informed him that the granite install is of great quality and that he needed to pay in full the cost. He declined and I did inform him that non payments do result in collections. Personal I truly feel For [redacted]. Thats why I went the extra length to ease his mind. I am sorry that he is upset but we have done all we can do. The pictures we have show a wonderful install. I hope He and I can calm down and come to an end result that makes us both happy. Truly[redacted]