Signature Kitchens & Baths

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ While Signature Kitchen and bath can appreciate that there have been some challenges on the customer's order, it has been our goal throughout this process to get any and all replacement cabinet parts ordered and available to the customer in as quick of a timeframe as possible from the cabinet manufacturerOn the original order for cabinetry, there was a combination of damaged cabinets from the manufacturer as well as some panels that needed to be re-ordered that were incorrect in sizeAll of the cabinet parts, panels, and cabinets are made to order and therefore take several weeks to arrive, even in their expedited stateBecause this is a known potential scenario, we state in our signed contract what will happen in the event this situation occursWe state: "Signature Kitchens & Baths estimates delivery times based on history with many different vendors, but these times may be influenced by volume, production issues, human errors, and acts of God, and therefore are never guaranteedConcealed damage must be reported within seven days of receiptSignature Kitchens & Baths is not responsible for damage caused by the owner or his installerSignature Kitchens & Baths' liability for damaged, incorrect, or late delivery of products is limited to the repair or replacement of such product, and will not cover any additional installation costs or compensation for loss of use from any resulting delay." Damaged and incorrect products were re-ordered from Signature Kitchen and Bath as soon as they were brought to our attentionDespite being notified outside of the seven day timeframe we require from date of delivery for concealed damaged cabinets, we gladly got the new cabinets and pieces on order, no questions askedIf there are still outstanding "damaged pieces which still have not been ordered, replaced or repaired" we have yet to hear about them so we can replace themThe replacement parts that were re-ordered originally were delivered to the customer on October 9thAs of today, there is one order in our system for base molding that was delivered from the cabinet manufacturer in the wrong finishWe were notified on October 19th that this molding had been delivered in the wrong color and the order was placed immediatelyCustomer was given an anticipated arrival date of November 12th-13th for the molding in an email sent on October 22nd In an effort to expedite delivery, signature kitchen and bath asked the cabinet manufacturer to ship the parts UPS instead of standard commercial courier, only if this was safe and would not increase the risk of receiving damaged goodsIt was decided that staying with the standard form of delivery, a commercial courier, would be the better, more reliable methodSignature did ask the customer to pick up the cabinet parts/ panels because they were available immediately for pick up, but were happy to deliver them when requested at no charge for a date that worked for the customer Signature stands by our position to get the correct cabinetry to our customerWe will continue to be on top of the one remaining item that we have been told about and that is currently in production with the cabinet manufacturerIt is still our goal and priority to take care of our customers

Initial Business Response / [redacted] (1000, 7, 2014/10/27) */ In response to case #XXXXXXX: Mrand Mrs [redacted] signed a contract on 4/19/for a bathroom remodelAt the time we required a 50% deposit on materials and laborWe ordered the materials and as always, rely on our manufacturers to fulfill our orders in a timely mannerWithout notification, one of our suppliers was going through a major manufacturing changeWe try to anticipate delivery in a timely manner but are always at the mercy of our suppliers which is noted in our contract When all of the materials arrived, we called to schedule the job startMrs [redacted] expressed concern that the start of the job may interfere with travel plans that already had been madeWe had the original installer scheduled at that time but after being put off by the homeowner, we could not guarantee his availability down the roadWhen the [redacted] gave us permission to start, the original installer was not available and would not be for weeksThe [redacted] demanded that we start anyway or return their depositWe had already purchased their materials and they were in our warehouse, we could not refund their money When the job started the tile installer had an unrevised set of floor plans and after partially laying the floor, was told to stopWe did not have enough tile to replace the already laid floor so we ordered an amount to replace itBecause of the way the floor was installed, it could not be removed without damaging the heated floor elementsWe re-ordered a new custom heat matWhen the new tile arrived, although the same color and model number, it was slightly different in sizeWe did not feel it to be in the customers' best interest to install itWe then re-ordered the entire amount of flooring and had it installed to the customers satisfactionMrs [redacted] requested an extra box of tile that we supplied to her at no chargeAfter finding extra tiles in her garage, she wanted a refund for the tile we gave her at no chargeThe final balance due is, as agreed by Mr [redacted] was$We received a check for $as a final paymentWe are o.knot collecting the agreed upon amount as I believe the tile was the sticking point When our installer moved a chandelier and exhaust fan, the replacement exhaust fan that we ordered did not fit due to a hiding ceiling above the visible ceilingWe could have easily replaced it but Mrs [redacted] volunteered to go buy a new one to save some timeWe gladly refunded the money that she originally paid Our goal in any project is to complete it in as timely a manner as possible with little or no interruptionsWe strive to meet or exceed or customers' expectations and at no time do we ever shy away from our responsibilities as remodeler'sRemodeling is not an exact science and there are always opportunities for failures along the wayIt is not if something will go wrong, rather how the challenge is handledWe understand the customer is frustrated, as are we .We have completed the job to the customers satisfactionAt no point was our intent to not complete the project Our contracts do not contain any timeframe or completion clausesThere are no guarantees of how long a project will takeWe make no promises verbal or written as to any time frameWe cannot control what or how our manufacturers deliver material to usThe [redacted] were at no point ever without a working bathroom and we did everything we could to complete the job to their liking

We originally contracted this project on March 16th and the order was processed and materials were orderedOur contract for materials? with the customer was for cabinets, backsplash tile? and hardwareThe labor portion of our contract was to include installation of drywall that was removed by the homeowner and labor to install cabinets, countertops,? backsplash tile, hardware, appliances and the plumbing connections in the kitchenThe homeowner did their own removal of appliances, cabinets etcWe were also responsible for securing permits for our portion of the workThe appropriate permits were applied for with all of the documentation and the permit was approvedWhen we arrived to perform the work, the plumbing work had already been completed by a plumbing company independent of our contracted workThe permit we applied for was for work to be performed by our? plumber ? and who’s license is on the permitIt is illegal for a contractor to do work if he is not listed on the permitWe had no idea that the homeowner hired his own plumber to do work in another part of his house or that he was doing the work that we had secured the permit forThe plumber on the permit has a license number and he is responsible for the work performed on the permitOnly the plumber on the permit is allowed to do the work on the permitThe County shut the job down because there was no rough inspection and the work performed was not done by the plumber on the permitWe regret the delay that this has caused the homeownerWe have not only responded quickly to the situation but we are doing all of the extra work involved to correct this free of chargeWe hope that his plumber will be able to secure the proper documentation needed to complete the job so that we can complete our part of the projectAs is our procedure, our company fulfilled all of the permitting requirements provided by St Louis CountyOur goal was to complete this project in a timely mannerHowever, once the customer’s plumber did work on the project, there was nothing we could do to change the course of eventsWe provided the customer with an itemized Contract detailing all of the labor and all of the materials that we were providing and installingWe also provided detailed drawings of the cabinet and tile layouts for verification by the customerWe have copies of all of the itemized documents that were signed by the customerDuring the course of this project, there have been over different emails between the customer and the DesignerI have been personally involved along with our entire production staff, plumbing company and St Louis County permit department to remedy this situation.? It is unfortunate that the plumber who did the plumbing work did not apply for or inquire about a permitIf he had done so, this would not have been an issueI have never received any voicemail, e-mail or messages from either homeowner in regards to this complaint and would have happily addressed any issue that they would have brought to my attention

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ While Signature Kitchen and bath can appreciate that there have been some challenges on the customer's order, it has been our goal throughout this process to get any and all replacement cabinet parts ordered and available to the customer in as quick of a timeframe as possible from the cabinet manufacturerOn the original order for cabinetry, there was a combination of damaged cabinets from the manufacturer as well as some panels that needed to be re-ordered that were incorrect in sizeAll of the cabinet parts, panels, and cabinets are made to order and therefore take several weeks to arrive, even in their expedited stateBecause this is a known potential scenario, we state in our signed contract what will happen in the event this situation occursWe state: "Signature Kitchens & Baths estimates delivery times based on history with many different vendors, but these times may be influenced by volume, production issues, human errors, and acts of God, and therefore are never guaranteed Concealed damage must be reported within seven days of receipt Signature Kitchens & Baths is not responsible for damage caused by the owner or his installer Signature Kitchens & Baths' liability for damaged, incorrect, or late delivery of products is limited to the repair or replacement of such product, and will not cover any additional installation costs or compensation for loss of use from any resulting delay." Damaged and incorrect products were re-ordered from Signature Kitchen and Bath as soon as they were brought to our attentionDespite being notified outside of the seven day timeframe we require from date of delivery for concealed damaged cabinets, we gladly got the new cabinets and pieces on order, no questions askedIf there are still outstanding "damaged pieces which still have not been ordered, replaced or repaired" we have yet to hear about them so we can replace themThe replacement parts that were re-ordered originally were delivered to the customer on October 9thAs of today, there is one order in our system for base molding that was delivered from the cabinet manufacturer in the wrong finishWe were notified on October 19th that this molding had been delivered in the wrong color and the order was placed immediatelyCustomer was given an anticipated arrival date of November 12th-13th for the molding in an email sent on October 22nd In an effort to expedite delivery, signature kitchen and bath asked the cabinet manufacturer to ship the parts UPS instead of standard commercial courier, only if this was safe and would not increase the risk of receiving damaged goodsIt was decided that staying with the standard form of delivery, a commercial courier, would be the better, more reliable methodSignature did ask the customer to pick up the cabinet parts/ panels because they were available immediately for pick up, but were happy to deliver them when requested at no charge for a date that worked for the customer Signature stands by our position to get the correct cabinetry to our customerWe will continue to be on top of the one remaining item that we have been told about and that is currently in production with the cabinet manufacturerIt is still our goal and priority to take care of our customers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As long as the issues are taken care of I am satisfied if not I will reopen this complaint Sincerely, [redacted] ***

The issues of the crown separating from the ceiling was brought to our Operations Manager on Friday 12/after business hoursHe replied to the customer on 12/asking to set up a time to inspect the issues and hopefully come up with a cause and resolutionHe apparently missed a reply from the customer stating that the week of 12/would be best for her as she was off all weekAs of today (12/27) the Operations Manager has now replied to the customer to set a time for the inspection

The ***'s purchased cabinets and countertops from usThe design of the kitchen had a corner sink in it as well as a raised seating barDue to the layout of the cabinets as well as the layout of the home, it was not possible to install a countertop in pieceIt could not
physically be maneuvered in the home. The customers were very aware of thisPrior to producing their top they came to our fabrication facility and did a template layout at which time they signed off on the seam location as well as the layout. The problem is not with the seam but rather a wall that was built by their carpenter that is not secure and it moves causing the granite to pull apart. (If the granite had been piece, it would have broken). We have been out to fix the seam and have done what we can to rectify an issue that is not a poor granite installation but a poor construction issueIf the wall is secured properly, there will be no issue with the stone

We originally contracted this project on March 16th and the order was processed and materials were orderedOur contract for materials with the customer was for cabinets, backsplash tile and hardwareThe labor portion of our contract was to include installation of drywall that was removed
by the homeowner and labor to install cabinets, countertops, backsplash tile, hardware, appliances and the plumbing connections in the kitchenThe homeowner did their own removal of appliances, cabinets etcWe were also responsible for securing permits for our portion of the workThe appropriate permits were applied for with all of the documentation and the permit was approvedWhen we arrived to perform the work, the plumbing work had already been completed by a plumbing company independent of our contracted workThe permit we applied for was for work to be performed by our plumber and who’s license is on the permitIt is illegal for a contractor to do work if he is not listed on the permitWe had no idea that the homeowner hired his own plumber to do work in another part of his house or that he was doing the work that we had secured the permit forThe plumber on the permit has a license number and he is responsible for the work performed on the permitOnly the plumber on the permit is allowed to do the work on the permitThe County shut the job down because there was no rough inspection and the work performed was not done by the plumber on the permitWe regret the delay that this has caused the homeownerWe have not only responded quickly to the situation but we are doing all of the extra work involved to correct this free of chargeWe hope that his plumber will be able to secure the proper documentation needed to complete the job so that we can complete our part of the projectAs is our procedure, our company fulfilled all of the permitting requirements provided by St Louis CountyOur goal was to complete this project in a timely mannerHowever, once the customer’s plumber did work on the project, there was nothing we could do to change the course of eventsWe provided the customer with an itemized Contract detailing all of the labor and all of the materials that we were providing and installingWe also provided detailed drawings of the cabinet and tile layouts for verification by the customerWe have copies of all of the itemized documents that were signed by the customerDuring the course of this project, there have been over different emails between the customer and the DesignerI have been personally involved along with our entire production staff, plumbing company and St Louis County permit department to remedy this situation. It is unfortunate that the plumber who did the plumbing work did not apply for or inquire about a permitIf he had done so, this would not have been an issueI have never received any voicemail, e-mail or messages from either homeowner in regards to this complaint and would have happily addressed any issue that they would have brought to my attention

We originally contracted this project on March 16th and the order was processed and materials were orderedOur contract for materials with the customer was for cabinets, backsplash tile and hardwareThe labor portion of our contract was to include installation of drywall that was removed
by the homeowner and labor to install cabinets, countertops, backsplash tile, hardware, appliances and the plumbing connections in the kitchenThe homeowner did their own removal of appliances, cabinets etcWe were also responsible for securing permits for our portion of the workThe appropriate permits were applied for with all of the documentation and the permit was approvedWhen we arrived to perform the work, the plumbing work had already been completed by a plumbing company independent of our contracted workThe permit we applied for was for work to be performed by our plumber and who’s license is on the permitIt is illegal for a contractor to do work if he is not listed on the permitWe had no idea that the homeowner hired his own plumber to do work in another part of his house or that he was doing the work that we had secured the permit forThe plumber on the permit has a license number and he is responsible for the work performed on the permitOnly the plumber on the permit is allowed to do the work on the permitThe County shut the job down because there was no rough inspection and the work performed was not done by the plumber on the permitWe regret the delay that this has caused the homeownerWe have not only responded quickly to the situation but we are doing all of the extra work involved to correct this free of chargeWe hope that his plumber will be able to secure the proper documentation needed to complete the job so that we can complete our part of the projectAs is our procedure, our company fulfilled all of the permitting requirements provided by St Louis CountyOur goal was to complete this project in a timely mannerHowever, once the customer’s plumber did work on the project, there was nothing we could do to change the course of eventsWe provided the customer with an itemized Contract detailing all of the labor and all of the materials that we were providing and installingWe also provided detailed drawings of the cabinet and tile layouts for verification by the customerWe have copies of all of the itemized documents that were signed by the customerDuring the course of this project, there have been over different emails between the customer and the DesignerI have been personally involved along with our entire production staff, plumbing company and St Louis County permit department to remedy this situation. It is unfortunate that the plumber who did the plumbing work did not apply for or inquire about a permitIf he had done so, this would not have been an issueI have never received any voicemail, e-mail or messages from either homeowner in regards to this complaint and would have happily addressed any issue that they would have brought to my attention

Initial Business Response /* (1000, 5, 2015/11/09) */
While Signature Kitchen and bath can appreciate that there have been some challenges on the customer's order, it has been our goal throughout this process to get any and all replacement cabinet parts ordered and available to the customer
in as quick of a timeframe as possible from the cabinet manufacturerOn the original order for cabinetry, there was a combination of damaged cabinets from the manufacturer as well as some panels that needed to be re-ordered that were incorrect in sizeAll of the cabinet parts, panels, and cabinets are made to order and therefore take several weeks to arrive, even in their expedited stateBecause this is a known potential scenario, we state in our signed contract what will happen in the event this situation occursWe state: "Signature Kitchens & Baths estimates delivery times based on history with many different vendors, but these times may be influenced by volume, production issues, human errors, and acts of God, and therefore are never guaranteedConcealed damage must be reported within seven days of receiptSignature Kitchens & Baths is not responsible for damage caused by the owner or his installerSignature Kitchens & Baths' liability for damaged, incorrect, or late delivery of products is limited to the repair or replacement of such product, and will not cover any additional installation costs or compensation for loss of use from any resulting delay."
Damaged and incorrect products were re-ordered from Signature Kitchen and Bath as soon as they were brought to our attentionDespite being notified outside of the seven day timeframe we require from date of delivery for concealed damaged cabinets, we gladly got the new cabinets and pieces on order, no questions askedIf there are still outstanding "damaged pieces which still have not been ordered, replaced or repaired" we have yet to hear about them so we can replace themThe replacement parts that were re-ordered originally were delivered to the customer on October 9thAs of today, there is one order in our system for base molding that was delivered from the cabinet manufacturer in the wrong finishWe were notified on October 19th that this molding had been delivered in the wrong color and the order was placed immediatelyCustomer was given an anticipated arrival date of November 12th-13th for the molding in an email sent on October 22nd
In an effort to expedite delivery, signature kitchen and bath asked the cabinet manufacturer to ship the parts UPS instead of standard commercial courier, only if this was safe and would not increase the risk of receiving damaged goodsIt was decided that staying with the standard form of delivery, a commercial courier, would be the better, more reliable methodSignature did ask the customer to pick up the cabinet parts/ panels because they were available immediately for pick up, but were happy to deliver them when requested at no charge for a date that worked for the customer
Signature stands by our position to get the correct cabinetry to our customerWe will continue to be on top of the one remaining item that we have been told about and that is currently in production with the cabinet manufacturerIt is still our goal and priority to take care of our customers

The ***'s purchased cabinets and countertops from usThe design of the kitchen had a corner sink in it as well as a raised seating barDue to the layout of the cabinets as well as the layout of the home, it was not possible to install a countertop in pieceIt could not
physically be maneuvered in the home. The customers were very aware of thisPrior to producing their top they came to our fabrication facility and did a template layout at which time they signed off on the seam location as well as the layout. The problem is not with the seam but rather a wall that was built by their carpenter that is not secure and it moves causing the granite to pull apart. (If the granite had been piece, it would have broken). We have been out to fix the seam and have done what we can to rectify an issue that is not a poor granite installation but a poor construction issueIf the wall is secured properly, there will be no issue with the stone

Initial Business Response /* (1000, 5, 2015/11/09) */
While Signature Kitchen and bath can appreciate that there have been some challenges on the customer's order, it has been our goal throughout this process to get any and all replacement cabinet parts ordered and available to the customer in as
quick of a timeframe as possible from the cabinet manufacturerOn the original order for cabinetry, there was a combination of damaged cabinets from the manufacturer as well as some panels that needed to be re-ordered that were incorrect in sizeAll of the cabinet parts, panels, and cabinets are made to order and therefore take several weeks to arrive, even in their expedited stateBecause this is a known potential scenario, we state in our signed contract what will happen in the event this situation occursWe state: "Signature Kitchens & Baths estimates delivery times based on history with many different vendors, but these times may be influenced by volume, production issues, human errors, and acts of God, and therefore are never guaranteed Concealed damage must be reported within seven days of receipt Signature Kitchens & Baths is not responsible for damage caused by the owner or his installer Signature Kitchens & Baths' liability for damaged, incorrect, or late delivery of products is limited to the repair or replacement of such product, and will not cover any additional installation costs or compensation for loss of use from any resulting delay."
Damaged and incorrect products were re-ordered from Signature Kitchen and Bath as soon as they were brought to our attentionDespite being notified outside of the seven day timeframe we require from date of delivery for concealed damaged cabinets, we gladly got the new cabinets and pieces on order, no questions askedIf there are still outstanding "damaged pieces which still have not been ordered, replaced or repaired" we have yet to hear about them so we can replace themThe replacement parts that were re-ordered originally were delivered to the customer on October 9thAs of today, there is one order in our system for base molding that was delivered from the cabinet manufacturer in the wrong finishWe were notified on October 19th that this molding had been delivered in the wrong color and the order was placed immediatelyCustomer was given an anticipated arrival date of November 12th-13th for the molding in an email sent on October 22nd
In an effort to expedite delivery, signature kitchen and bath asked the cabinet manufacturer to ship the parts UPS instead of standard commercial courier, only if this was safe and would not increase the risk of receiving damaged goodsIt was decided that staying with the standard form of delivery, a commercial courier, would be the better, more reliable methodSignature did ask the customer to pick up the cabinet parts/ panels because they were available immediately for pick up, but were happy to deliver them when requested at no charge for a date that worked for the customer
Signature stands by our position to get the correct cabinetry to our customerWe will continue to be on top of the one remaining item that we have been told about and that is currently in production with the cabinet manufacturerIt is still our goal and priority to take care of our customers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
As long as the issues are taken care of I am satisfied if not I will reopen this complaint
Sincerely,
*** ***

The issues of the crown separating from the ceiling was brought to our Operations Manager on Friday 12/after business hoursHe replied to the customer on 12/asking to set up a time to inspect the issues and hopefully come up with a cause and resolutionHe apparently missed a reply from the
customer stating that the week of 12/would be best for her as she was off all weekAs of today (12/27) the Operations Manager has now replied to the customer to set a time for the inspection

Initial Business Response /* (1000, 5, 2015/11/09) */
While Signature Kitchen and bath can appreciate that there have been some challenges on the customer's order, it has been our goal throughout this process to get any and all replacement cabinet parts ordered and available to the customer in as...

quick of a timeframe as possible from the cabinet manufacturer. On the original order for cabinetry, there was a combination of damaged cabinets from the manufacturer as well as some panels that needed to be re-ordered that were incorrect in size. All of the cabinet parts, panels, and cabinets are made to order and therefore take several weeks to arrive, even in their expedited state. Because this is a known potential scenario, we state in our signed contract what will happen in the event this situation occurs. We state: "Signature Kitchens & Baths estimates delivery times based on history with many different vendors, but these times may be influenced by volume, production issues, human errors, and acts of God, and therefore are never guaranteed. Concealed damage must be reported within seven days of receipt. Signature Kitchens & Baths is not responsible for damage caused by the owner or his installer. Signature Kitchens & Baths' liability for damaged, incorrect, or late delivery of products is limited to the repair or replacement of such product, and will not cover any additional installation costs or compensation for loss of use from any resulting delay."
Damaged and incorrect products were re-ordered from Signature Kitchen and Bath as soon as they were brought to our attention. Despite being notified outside of the seven day timeframe we require from date of delivery for concealed damaged cabinets, we gladly got the new cabinets and pieces on order, no questions asked. If there are still outstanding "damaged pieces which still have not been ordered, replaced or repaired" we have yet to hear about them so we can replace them. The replacement parts that were re-ordered originally were delivered to the customer on October 9th. As of today, there is one order in our system for base molding that was delivered from the cabinet manufacturer in the wrong finish. We were notified on October 19th that this molding had been delivered in the wrong color and the order was placed immediately. Customer was given an anticipated arrival date of November 12th-13th for the molding in an email sent on October 22nd.
In an effort to expedite delivery, signature kitchen and bath asked the cabinet manufacturer to ship the parts UPS instead of standard commercial courier, only if this was safe and would not increase the risk of receiving damaged goods. It was decided that staying with the standard form of delivery, a commercial courier, would be the better, more reliable method. Signature did ask the customer to pick up the cabinet parts/ panels because they were available immediately for pick up, but were happy to deliver them when requested at no charge for a date that worked for the customer.
Signature stands by our position to get the correct cabinetry to our customer. We will continue to be on top of the one remaining item that we have been told about and that is currently in production with the cabinet manufacturer. It is still our goal and priority to take care of our customers.

The issues of the crown separating from the ceiling was brought to our Operations Manager on Friday 12/16 after business hours. He replied to the customer on 12/20 asking to set up a time to inspect the issues and hopefully come up with a cause and resolution. He apparently missed a reply from the...

customer stating that the week of 12/26 would be best for her as she was off all week. As of today (12/27) the Operations Manager has now replied to the customer to set a time for the inspection.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
As long as the issues are taken care of I am satisfied if not I will reopen this complaint
Sincerely,
[redacted]

The issues of the crown separating from the ceiling was brought to our Operations Manager on Friday 12/16 after business hours. He replied to the...

customer on 12/20 asking to set up a time to inspect the issues and hopefully come up with a cause and resolution. He apparently missed a reply from the customer stating that the week of 12/26 would be best for her as she was off all week. As of today (12/27) the Operations Manager has now replied to the customer to set a time for the inspection.

The [redacted]'s purchased cabinets and countertops from us. The design of the kitchen had a...

corner sink in it as well as a raised seating bar. Due to the layout of the cabinets as well as the layout of the home, it was not possible to install a countertop in 1 piece. It could not physically be maneuvered in the home. The customers were very aware of this. Prior to producing their top they came to our fabrication facility and did a template layout at which time they signed off on the seam location as well as the layout.  The problem is not with the seam but rather a wall that was built by their carpenter that is not secure and it moves causing the granite to pull apart. (If the granite had been 1 piece, it would have broken).  We have been out to fix the seam and have done what we can to rectify an issue that is not a poor granite installation but a poor construction issue. If the wall is secured properly, there will be no issue with the stone.

Initial Business Response /* (1000, 7, 2014/10/27) */
In response to case #XXXXXXX:
Mr. and Mrs. [redacted] signed a contract on 4/19/2014 for a bathroom remodel. At the time we required a 50% deposit on materials and labor. We ordered the materials and as always, rely on our manufacturers...

to fulfill our orders in a timely manner. Without notification, one of our suppliers was going through a major manufacturing change. We try to anticipate delivery in a timely manner but are always at the mercy of our suppliers which is noted in our contract.
When all of the materials arrived, we called to schedule the job start. Mrs. [redacted] expressed concern that the start of the job may interfere with travel plans that already had been made. We had the original installer scheduled at that time but after being put off by the homeowner, we could not guarantee his availability down the road. When the [redacted] gave us permission to start, the original installer was not available and would not be for 2 weeks. The [redacted] demanded that we start anyway or return their deposit. We had already purchased their materials and they were in our warehouse, we could not refund their money.
When the job started the tile installer had an unrevised set of floor plans and after partially laying the floor, was told to stop. We did not have enough tile to replace the already laid floor so we ordered an amount to replace it. Because of the way the floor was installed, it could not be removed without damaging the heated floor elements. We re-ordered a new custom heat mat. When the new tile arrived, although the same color and model number, it was slightly different in size. We did not feel it to be in the customers' best interest to install it. We then re-ordered the entire amount of flooring and had it installed to the customers satisfaction. Mrs. [redacted] requested an extra box of tile that we supplied to her at no charge. After finding extra tiles in her garage, she wanted a refund for the tile we gave her at no charge. The final balance due is, as agreed by Mr. [redacted] was$3693.68. We received a check for $3655.61 as a final payment. We are o.k. not collecting the agreed upon amount as I believe the tile was the sticking point.
When our installer moved a chandelier and exhaust fan, the replacement exhaust fan that we ordered did not fit due to a hiding ceiling above the visible ceiling. We could have easily replaced it but Mrs. [redacted] volunteered to go buy a new one to save some time. We gladly refunded the money that she originally paid.
Our goal in any project is to complete it in as timely a manner as possible with little or no interruptions. We strive to meet or exceed or customers' expectations and at no time do we ever shy away from our responsibilities as remodeler's. Remodeling is not an exact science and there are always opportunities for failures along the way. It is not if something will go wrong, rather how the challenge is handled. We understand the customer is frustrated, as are we .We have completed the job to the customers satisfaction. At no point was our intent to not complete the project.
Our contracts do not contain any timeframe or completion clauses. There are no guarantees of how long a project will take. We make no promises verbal or written as to any time frame. We cannot control what or how our manufacturers deliver material to us. The [redacted] were at no point ever without a working bathroom and we did everything we could to complete the job to their liking.