Shade Mtn Granite

Review: I should start from the beginning so you are aware of how things happened. We ordered counter top, new sink and faucet with soap dispenser. They came to install some time in June the 1st time and the counter top had blotches and marks in the finish. The back splashes were uneven and not sealed on the top for leakage. They came a second time and the counter top was measure incorrectly for fitting. Did not match on either side of stove or edges where the previous countertop met the edge of the cabinets. They scratched the sink the 2nd installation and had to bring a new one. The third time they came counter top was very nicely done, correctly measured and installed. The sink however, had a scratch and I told [redacted], the son of the owner [redacted] that I didn't think I should give final payment because the sink was scratched. He sad I will get something to take care of the scratches and came back shortly with a two step process of how to get rid of the scratches. Me being foolish thought that this would resolve any issues. Unfortunately, after reconsidering, the sink still continues to scratch with just washing pans. This I told [redacted] I don't believe was correct. [redacted] brought another man to the house and he said he would research the sink issues. We gave him two weeks. He called me last Friday and basically said, sinks scratch with normal wear. He also proceeded in a round about way to say that I was a liar because the boys came to finish up and found the scratch. This is absolutely untrue. The scratches were there before they left. Proof is they came back with finishing/buffing steps 1 and 2 to fix the sink. All of this time has been not only full of anxiety but lack of business suave and honesty.Desired Settlement: I would like this cheap sink, that whenever I use the sink it needs to be buffed, etc. with the compounds they gave me for scratches replaced with a better quality sink.

Business

Response:

To Whom It May Concern:

Thank you for the opportunity to

respond. We at Shade Mtn. Granite did

indeed install two different and complete granite countertops with stainless

steel sinks for our customer. On June

15, 2013, the second granite countertop was installed at her request and at no

cost to her, as she was not happy with the natural fissures in the original granite. Along with the second granite countertop, we

installed a new [redacted] stainless steel sink identical to the first

one. [redacted]’s Undermount series sinks

are “produced from durable type 304 stainless steel and finished with a luxurious

soft brushed satin finish”. (See [redacted] for additional information.) This sink was manufactured to the same specifications

and industry standards as the first sink.

On June 24, [redacted] returned to her

home to install her island top and buff out some naturally occurring spots in

her granite. While he was there, our

customer showed him a scratch in her sink.

In an effort to satisfy the

customer, [redacted] returned to the shop to get a stainless steel care kit and

then returned to her home and buffed out a scratch that, to the best of our

knowledge, occurred after our installers left her home. Our customer called us approximately three to

four weeks later, very frustrated that her sink was still scratching with

normal use. It seems that her first

complaint regarding “the sink scratches too easily” changed into “You installed

a scratched sink.” When [redacted] and [redacted], the owner of Shade Mtn. Granite and installer of our granite counter tops, returned to

her home to talk with her about the issue, they noticed external rivet heads on

a pan that had previously been washed in the sink. At the same time, our customer seemed unwilling to hear about

the expected performance of stainless steel sinks. The fact is that the brushed finish of

stainless steel is not a polished, smooth surface, but is actually composed of

thousands of tiny scratches, which give it the “brushed” appearance.

We requested information from a

customer service representative of a sink distributor. She

emailed us Stainless Steel Care Instructions, which I have attached to this

email. The instructions state: “While the stainless steel that we use

for our sinks is very durable, no stainless steel is completely scratch-proof!

We offer stainless steel grids to help protect the sink from scratches.”

While we strive to

exceed all our customer’s expectations, we believe that this customer has unrealistic

expectations of her stainless steel sink and would be dissatisfied with any number

of stainless sinks that we would install for her. Our hope is that she will realize that all

stainless sinks will scratch and wear with normal use.

Thank you for your time and consideration of this matter.

Sincerely,

[redacted] for [redacted] and [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Some of the information provided by [redacted] for [redacted] and [redacted] is incorrect and incomplete. The sink, is the issue. [redacted], [redacted] and another young man installed the counter top and the sink. The scratch was noticed after installation on the same day. Both sides from normal use are now scratched. Tell me, that this is acceptable in a NEW SINK. It wasn't 3-4 weeks, it was immediately. And, I will continue to say that a NEW SINK should not scratch immediately from normal use. It is just [redacted] and I living in the home and using the sink. Not children or other people. So, describe Normal Use Truly this is about making it right. From the beginning, if you want to bring up everything, the association with this business has not been directly with [redacted], [redacted] but with [redacted] and [redacted]. They are not the guts of the workmanship, they work in sales and represent the business they do not produce the final product installed. Therefore, their words are not relevant to me and my husband. The job site was done by 3 young men. Measurement was by [redacted] after the first imstallationwith the ugly spots, etc., and the second was installed because of the measurements not being correct. We can go round and round about this, the customer, being [redacted] and I, would be satisfied with only the sink being replaced. If we need to produce pictures on a NEW SINK, THAT IS ALREADY LOOKING VERY USED, we can provide that. $4,000.00 I a lot of money not to have perfection.

I read your pamphlet about care and use. I had a sink prior to this that was only dented with no scratches and was in our home 13 years. Shame on you Shade Mountain for being a very careless business and thinking that customers would accept anything but quality and perfection in workmanship and product with the price that you charge.

We will not be intimidated by the words, no cost to customer, etc., Right is right and satisfaction at the cost of $4,000.00 in paramount.

Regards,

[redacted] and [redacted]

Business

Response:

To Whom It May Concern:

In response to [redacted]’s request, [redacted] of Shade Mtn Granite would like to offer the following:

1) Shade Mtn. Granite will install any new sink [redacted] provides that is compatible with the current granite cutout, at no charge to [redacted]. [redacted] will be required to confirm compatibility of the new sink with Shade Mtn. Granite.

-OR-

2) Shade Mtn. Granite will furnish and install a new [redacted] SL 305 stainless steel sink that is compatible with the current granite cutout, at no charge to [redacted], if she will sign a waiver acknowledging that the new sink meets her requirements and that she will not request a replacement sink again. We encourage [redacted] to research the new sink before it is installed. The first two sinks were [redacted] stainless steel sinks. Information on the [redacted] SL 305 can be found at [redacted].

We sincerely hope that one of these options is acceptable to [redacted].

Thank you,

[redacted] and [redacted] of Shade Mtn Granite