Dear Sirs:This letter is in response to a compliant from MrDean ***n against our company Murray Granite & Marble Works, Inc#12032293.Shortly after installation, Mr***n called and said his counter tops felt "gritty"A service and install representative from our company was sent out to look at the jobOur representative felt that there may have been construction residue on the counters as the entire house was being remodeledOur representative cleaned the counter tops and stated when he reported back to our shop that the tops were fine.Mr***n called several days later and said he could feel gritty residue againI (Rich Murray, owner) went to the house to see the counter tops and felt there may have been a small amount of construction and or household dust on themI told Mr***n that it may be coming from his furnace system as he was still under constructionI truly had no explanation for him as I have not had this sort of complaint (he thought the grit was coming out of the stone) in yearsI could not feel any "grit" or anything out of the ordinary from any other counter top that hasn't been wiped off for a day or soI cleaned them with acetone to remove and excess sealer and later delivered a stone cleaner to the houseI thought the job was beautiful.Mr***n called again later and had the same complaintI made arrangements with our stone supplier to view the jobOur supplier of stone, Jeff [redacted] from Stone Design and I went to the houseMr [redacted] and I cleaned the tops with denatured alcohol to remove any sealer if any excess was presentI could not feel anything else abnormalMr [redacted] 's assessment was that there was nothing wrong with the stone and the job was beautiful, I feel it is as well.Mr***n called again a few days later and stated that he wanted his counter tops replacedIt is my professional assessment as well as the professional assessment of our supplier that there is nothing wrong with the counter tops and that the "grit" that Mr***n is feeling is nothing more than household and/or construction dust.I have never encountered a compliant of this nature before and feel that the "grit " is simply from using the counter tops in manner and not the stone quality.Sincerely,Rich Murray, OwnerRM/vm
I am rejecting this response because: MrMurray knows very well the gritty feel of the granite was a valid complaint, as he stated several times he did not know what was wrong and he would get his supplier to evaluate our problemHe also stated on occasions to not worry he would take care of our gritty issue. The supplier also guaranteed that cleaning the granite with alcohol would take care of our problemWell it is obvious MrMurray is no longer willing to correct this problemMrMurray was also provided internet information regarding Gritty Granite as being a poor quality graniteHis WEB page indicates he only sells premium granite and in our opinion he is solely responsible for the granite qualityHe claimed to have years experience, so he should be qualified to reject poor quality stoneIts clear he is not and sold us a poor quality stoneMr Murray stated he thought construction dust was the problem, but he failed to realize that construction had been completed for weeks and the granite install was a final stepWe also have high dollar filters on our furnace and they were changed twice after construction had ceased Our home also has dark hardwood floors with no evidence of excessive dustDust is not the issue, grit isMr Murray cannot say this is use as we have evaluated several other granite tops of friends and no gritty feel is presentMrMurray is still responsible to either refund our money including fringe cost of replacement or replace it at his cost
Dear Sirs:This letter is in response to a compliant from Mr. Dean [redacted]n against our company Murray Granite & Marble Works, Inc. #12032293.Shortly after installation, Mr. [redacted]n called and said his counter tops felt "gritty". A service and install representative from our company was sent out to...
look at the job. Our representative felt that there may have been normal construction residue on the counters as the entire house was being remodeled. Our representative cleaned the counter tops and stated when he reported back to our shop that the tops were fine.Mr. [redacted]n called several days later and said he could feel gritty residue again. I (Rich Murray, owner) went to the house to see the counter tops and felt there may have been a small amount of construction and or household dust on them. I told Mr. [redacted]n that it may be coming from his furnace system as he was still under construction. I truly had no explanation for him as I have not had this sort of complaint (he thought the grit was coming out of the stone) in 30 years. I could not feel any "grit" or anything out of the ordinary from any other counter top that hasn't been wiped off for a day or so. I cleaned them with acetone to remove and excess sealer and later delivered a stone cleaner to the house. I thought the job was beautiful.Mr. [redacted]n called again later and had the same complaint. I made arrangements with our stone supplier to view the job. Our supplier of stone, Jeff [redacted] from Stone Design and I went to the house. Mr. [redacted] and I cleaned the tops with denatured alcohol to remove any sealer if any excess was present. I could not feel anything else abnormal. Mr [redacted]'s assessment was that there was nothing wrong with the stone and the job was beautiful, I feel it is as well.Mr. [redacted]n called again a few days later and stated that he wanted his counter tops replaced. It is my professional assessment as well as the professional assessment of our supplier that there is nothing wrong with the counter tops and that the "grit" that Mr. [redacted]n is feeling is nothing more than normal household and/or construction dust.I have never encountered a compliant of this nature before and feel that the "grit " is simply from using the counter tops in normal manner and not the stone quality.Sincerely,Rich Murray, OwnerRM/vm
Dear Sirs:This letter is in response to a compliant from MrDean ***n against our company Murray Granite & Marble Works, Inc#12032293.Shortly after installation, Mr***n called and said his counter tops felt "gritty"A service and install representative from our company was sent out to look at the jobOur representative felt that there may have been construction residue on the counters as the entire house was being remodeledOur representative cleaned the counter tops and stated when he reported back to our shop that the tops were fine.Mr***n called several days later and said he could feel gritty residue againI (Rich Murray, owner) went to the house to see the counter tops and felt there may have been a small amount of construction and or household dust on themI told Mr***n that it may be coming from his furnace system as he was still under constructionI truly had no explanation for him as I have not had this sort of complaint (he thought the grit was coming out of the stone) in yearsI could not feel any "grit" or anything out of the ordinary from any other counter top that hasn't been wiped off for a day or soI cleaned them with acetone to remove and excess sealer and later delivered a stone cleaner to the houseI thought the job was beautiful.Mr***n called again later and had the same complaintI made arrangements with our stone supplier to view the jobOur supplier of stone, Jeff [redacted] from Stone Design and I went to the houseMr [redacted] and I cleaned the tops with denatured alcohol to remove any sealer if any excess was presentI could not feel anything else abnormalMr [redacted] 's assessment was that there was nothing wrong with the stone and the job was beautiful, I feel it is as well.Mr***n called again a few days later and stated that he wanted his counter tops replacedIt is my professional assessment as well as the professional assessment of our supplier that there is nothing wrong with the counter tops and that the "grit" that Mr***n is feeling is nothing more than household and/or construction dust.I have never encountered a compliant of this nature before and feel that the "grit " is simply from using the counter tops in manner and not the stone quality.Sincerely,Rich Murray, OwnerRM/vm
I am rejecting this response because: MrMurray knows very well the gritty feel of the granite was a valid complaint, as he stated several times he did not know what was wrong and he would get his supplier to evaluate our problemHe also stated on occasions to not worry he would take care of our gritty issue. The supplier also guaranteed that cleaning the granite with alcohol would take care of our problemWell it is obvious MrMurray is no longer willing to correct this problemMrMurray was also provided internet information regarding Gritty Granite as being a poor quality graniteHis WEB page indicates he only sells premium granite and in our opinion he is solely responsible for the granite qualityHe claimed to have years experience, so he should be qualified to reject poor quality stoneIts clear he is not and sold us a poor quality stoneMr Murray stated he thought construction dust was the problem, but he failed to realize that construction had been completed for weeks and the granite install was a final stepWe also have high dollar filters on our furnace and they were changed twice after construction had ceased Our home also has dark hardwood floors with no evidence of excessive dustDust is not the issue, grit isMr Murray cannot say this is use as we have evaluated several other granite tops of friends and no gritty feel is presentMrMurray is still responsible to either refund our money including fringe cost of replacement or replace it at his cost
Dear Sirs:This letter is in response to a compliant from Mr. Dean [redacted]n against our company Murray Granite & Marble Works, Inc. #12032293.Shortly after installation, Mr. [redacted]n called and said his counter tops felt "gritty". A service and install representative from our company was sent out to...
look at the job. Our representative felt that there may have been normal construction residue on the counters as the entire house was being remodeled. Our representative cleaned the counter tops and stated when he reported back to our shop that the tops were fine.Mr. [redacted]n called several days later and said he could feel gritty residue again. I (Rich Murray, owner) went to the house to see the counter tops and felt there may have been a small amount of construction and or household dust on them. I told Mr. [redacted]n that it may be coming from his furnace system as he was still under construction. I truly had no explanation for him as I have not had this sort of complaint (he thought the grit was coming out of the stone) in 30 years. I could not feel any "grit" or anything out of the ordinary from any other counter top that hasn't been wiped off for a day or so. I cleaned them with acetone to remove and excess sealer and later delivered a stone cleaner to the house. I thought the job was beautiful.Mr. [redacted]n called again later and had the same complaint. I made arrangements with our stone supplier to view the job. Our supplier of stone, Jeff [redacted] from Stone Design and I went to the house. Mr. [redacted] and I cleaned the tops with denatured alcohol to remove any sealer if any excess was present. I could not feel anything else abnormal. Mr [redacted]'s assessment was that there was nothing wrong with the stone and the job was beautiful, I feel it is as well.Mr. [redacted]n called again a few days later and stated that he wanted his counter tops replaced. It is my professional assessment as well as the professional assessment of our supplier that there is nothing wrong with the counter tops and that the "grit" that Mr. [redacted]n is feeling is nothing more than normal household and/or construction dust.I have never encountered a compliant of this nature before and feel that the "grit " is simply from using the counter tops in normal manner and not the stone quality.Sincerely,Rich Murray, OwnerRM/vm