Skeeles Manufacturing

I am rejecting this response because:None of what MsS [redacted] says in her reply makes any sense to my husband and me Never in my response did I say I threatened to sue themWhen the men that Skeeles sent to our home left they repeated to me that they would tell MsS [redacted] what I wanted for the countertopsAs I said before when I called MsS [redacted] to talk with her she never gave me a chance to tell her what I wanted and told me to sue her Obviously we haven't sued her, we have tried to work this out through proper channels As I said before MsS [redacted] says she was willing to help us but never has actually followed through with that statement and has convoluted the truth to work to her advantage not to help us I also never blamed Skeeles for the drywall that is falling down around our countertops I stated that we have had to live in a construction state since March because this situation has not been resolved We had to take off the backsplash to rip out the old countertop, we cannot put a new backsplash on until we get a new countertop either from Skeeles or someone else It doesn't take a rocket scientist to see that communication has been a problem from the start of this project But the facts are that we asked for a new countertop to replace our old one Our old one was 1/inches from the start of the countertop to the start of the sink Our new one is 1/inches from the start of the counter to the start of the sink There is a five inch difference that was never approved by us We even asked that question to make sure that didn't happen Skeeles only does countertops and that difference should have been communicated to us before the project was done There is obviously a problem in communication between MsS [redacted] , her brother who does the measuring and the men who do the installing We will include our pictures Regards, [redacted]

We appreciate the Revdex.com understanding there are two sides to every story in a dispute and we agreeHowever this complaint is completely inaccurate, falsified and leaves out pertinent informationThe only statement that is correct is that in February the homeowner ordered counter tops from SkeelesI NEVER discussed how far back the sink would be from the edge, this conversation never happenedI am 100% certain of itTheir sink goes into a corner cabinet, we wouldn't of agreed to this anyway because it is NOT physically possibleThe measurements they were emailed did clearly show the sink location and are included in the attachments in this response [redacted] was present at the installation of the countertops and sink when it was installed, they didn't have any issues with the installation until his wife came home that evening and didn't like the sink locationThey also omit the facts that we already offered them to remake this piece and replace this counter top with a smaller kitchen sink, but for it to fit, it would still be back about 5" and they rejected this more than reasonable solutionThey also fail to disclose that we made repeated attempts to remedy the situation and we actually visited their home again TWICE after installation and met with [redacted] once and explained three options to remedy the sink location and then we went again to explain to [redacted] because she said she didn't understand her optionsThese options are detailed in the facts belowDuring this visit with [redacted] , she became very agitated that our lead installer was telling her it wasn't physically possible to do what she wanted, at this point she told him, just tell Rebecca I will sue her and they leftI spoke to [redacted] and she told him her husband would call me, he never didShe also said she didn't threaten to sue me, but both of my installers swear she did and the one has worked for us for yearsThey also fail to leave out the most IMPORTANT fact is this complaint in that they disputed paying for their entire kitchen and sink and wet bar and bar sink with [redacted] bankThese documents are attached, [redacted] never called me to discuss the options we agreed to do at our expense and they didn't request any type of credit, they told [redacted] they didn't want to pay for any of their counter topsWe installed a whole other area in their house with a wet bar with a sink, they had no problem with this area during any of this process, but they didn't want to pay for it eitherThey told [redacted] they didn't get what they ordered and they didn't want to pay for any of the tops or the sinks we fabricated and installed, they requested a 100% creditWe are a small family business, we can't afford to work with customers who think this is acceptableI attached the initial chargebacks we received from [redacted] and the responses we sent [redacted] advised us it would take several weeks to get back to us with a decision if they were going to reverse these credits and pay us for the job and we needed to take any necessary legal steps to protect ourselves if they agreed with the homeownerIn the end, [redacted] agreed with our company based on the facts, the homeowner appealed, [redacted] denied their request and we finally got paid for the jobIt was only after this happened, the homeowners called back in and said they would now accept the smaller sink and the remakeThis offer is no longer on the table for these homeownersThese homeowners have been uncooperative, unreasonable, lied about our employees and conversations that were had, we will not send any of our employees back in their houseWe are not comfortable doing soWe had to pay to file a mechanics' lien on their house to protect ourselves when they were trying to not pay us for all their tops through [redacted] Bank and we are prepared to go to courtWe have made four trips to the homeowner's house, had to file two responses to [redacted] for them trying to not pay us for any tops and wait months to get paid back for their disputes, file a lien and now reply to this complaintBelow are the factsWe appreciate your time, thank youOn February 20, [redacted] & [redacted] ordered CM Calico White quartz custom made countertops for their kitchen and their barThey also ordered a stainless steel undermount sink for their kitchen and their bar and paid a $2,depositSkeeles ordered this material and sinks from our suppliers specifically for this jobWe measured and templated the job with [redacted] at the measureI personally emailed both [redacted] and [redacted] AutoCad files showing seam and sink location on both March and then on March telling them their job was going into productionWe had quoted this job off a rough sketch the homeowner provided and we wanted them to review final drawings [redacted] responded to these drawings on March requesting to come in and finalize selections because he said they may want to change colors to reduce the cost because they were going to sell this houseHe didn’t question any of the drawings that had been emailed to him and his wife twice [redacted] and [redacted] visited our showroom again on Tuesday, March and viewed the two Calico White quartz slabs we had brought in specifically for themAt this time, they also viewed the actual SCUnder mount Stainless Steel Sink that would go in their kitchen that is on display in our showroomThey also viewed the Sbar sink in a catalogWe agreed we would switch to a cheaper color if they wanted, even though we had ordered these slabs for them to accommodate them and would have to resell a non-stock quartz colorThey didn’t like any of the cheaper quartz or granite colorsThey approved the job for production with the Calico White quartzOur programmers sent these exact files that were sent to both [redacted] and [redacted] ’s emails to our fabrication shop and the CNC saws for fabricationOn March 28, Skeeles installed the exact material and sinks they ordered in their kitchen on the dates promised based on the drawings they approved [redacted] paid the $ 1,balance due and he was on the jobsite and approved all material installed as satisfactory when our installers completed the installation at this timeI urge the Revdex.com to request photos from them on the completed workThey received EXACTLY what was ordered and have a working new quartz kitchen since March The issues began with the job when [redacted] got home that evening and said the sink was back too far in her kitchen from the edge of the countertopThe sink is exactly where it was shown on all drawings she was sent that are to scale and show the sink would be set back about 8” inches due to the sink being installed in a corner cabinetOne of the drawings they were sent actually shows the cabinet line and notes the sink is set per the cabinet lineShe is incorrect in stating she didn’t receive exactly what she orderedThe sink she previously had in her kitchen was a DRstainless steel sink in laminate countertops, she ordered and approved an UNDERMOUNT stainless steel sinksInstallation and location of these are totally differentOur installers have to be able get in underneath the sink and install special clips and also use silicone to mount the sink underneath the countertop and they need room to do these thingsObviously, the priority it is to make sure the sink is fastened securely to the countertop underneathShe said the location of the sink was unacceptable to her and she e-mailed meShe also called our office and spoke to our owner Fred S [redacted] who explained the sink and tops were installed exactly per the drawings they were sent twice and this was the only location we were physically able to install this sink due to room constraints from the corner cabinet I returned from working out of town and called [redacted] to discuss the matterWe installed countertops in their parent’s home, a previous condo that [redacted] & [redacted] owned and now this homeWe pride ourselves with customer service and we want our customers to be happyWe work with them anyway we canI explained to [redacted] the tops were made per the plans and the sink was installed where it had to be, but we wanted them to be happy with their kitchen and we would work with them to rectify that she wasn’tI gave him THREE alternate options that were more than reasonable and we were going above and beyond industry standard or what we legally had to doThe first option was to remake this top with the existing sink, but in order to move it forward underneath, we would have to notch out the top of some of the cabinets underneath and the most this would move the sink forward was about an inch or so, so instead of having a 7”-8” space in front, it would be around 6”-7”This is a lot of work and expense for us to un-install and remake and re-install the top to only move about an inch, but we were willing to do so at our expenseThey said they were getting ready to sell this house, I told him some inspectors may not like this done and this is why we made the tops the way we didThe second option was to remake this one countertop but to order a new smaller sink, the S8132, which is 23” X 17-3/4” L X 9-1/4”DThe existing SCis 32-1/4” w X 18” L X 9-1/4” deepThis would give us more room to install the sink and move the sink closer to the front of the countertopTheir corner cabinet was small, so even switching to this option would only give them about a 5” space from the edgeAgain, this was offered at our expenseThe third and final option offered was to remake the countertop with a DRstainless steel sink, this is what the [redacted] ’s had previously installed in a laminate topIt is rare to want a drsink installed in a new stone countertop, most people want an under mount sink, but this was the only option to move the sink up 2-3” like it was on their old countertop [redacted] asked if we could send someone out to explain these options in person, which we didWe sent out Bruce E***, our lead installer for years who had installed the topsWe sent Bruce out to meet him and didn’t charge themHe went over all three new options at the residence with ***, as well as the fourth option, keep the tops as they are because most corner sink installations are exactly the same as theirs was and people are happy with them [redacted] said he would discuss it with his wife and get back to us [redacted] called me in the office and said she didn’t understand the options as [redacted] explained them to her and she wanted to meet with someone personally, but she wasn’t able to do it until she was on spring break vacationOn April 20, Bruce E [redacted] went back out to meet with her, again a no charge service call at our expenseHe explained all options to her repeatedly, none of which were acceptable to herShe said 2”-3” on the front lip of her countertop was a critical dimensionHe told her we were unable to physically do that with an under mount kitchen sink because her sink was located in a corner cabinetShe became agitated and told Bruce and another installer onsite, well then just tell Rebecca I will sue her We went above and beyond for these homeownersShe threatened to sue us over something we are physically unable to doIf we could install this undermount kitchen sink only 2”-3” back from the edge of the countertop, we would do it, we have no reason not to, it is physically impossible, it will not fit! She called me in the office and I explained this to her again, she refused to listenWe have been doing this for yearsShe said she wanted an under mount sink and it had to be only 2-3” back, I told her the only way to do that would be to use a bar sink like the one in her bar and it would look ridiculous as the only sink in the kitchenShe refused to understand it and during our last conversation, she told me she would have her husband call me again to discussHe never did, instead he filed a dispute with [redacted] Bank and tried to not pay for any of the work we did We fabricated and installed an entire custom countertop kitchen with a sinkHow do they think it's reasonable to not pay for any of it over her not liking where a sink is located in one countertopThey have a functioning kitchen that is made exactly per their ordered and our AutoCAD filesIf it was so defective, I wouldn’t think she would of waited one month to request another meeting to discuss option to fix itWe have attached emails and drawings we sent to support our positionWe made them three more than reasonable alternatives, she rejected all of these and has refused to pay for her entire kitchen and wet bar over a sink she feels is set back too far and claims she can’t reach it, which is ridiculousAfter [redacted] sided with our business and didn't let them screw us out of paying for the whole kitchen, [redacted] called in and wanted to accept the offer originally made to him

I am not sure who the person is responding to my complaint but agree with some of their comments regarding the invoice was for 3' which is what I had originally ordered. The cabinets were custom made and very nicely made and have no complaints about the quality of the product. I agree that we paid 50% of invoice on 6/20/($2615) and the remaining balance ($2615) on 7/20/16. On 7/20/16, Jonathon called me around am to confirm the size of cabinets and instructed me to call him back on his cell phone. I called him back within a couple of minutes. After not hearing from him, I called again around 1:pm and left another message. If I knew and/or were instructed to contact the office with changes, I would have done soHowever, I did what he asked me to do which was to call his cell phone with any changesAt that time, I had already paid the invoice in full and was anticipating getting another invoice for the difference at a later date. I didn't realize that Jonathan never received my two voice messages until they showed up to install the cabinets at which time I said the cabinets were not the correct size. Jonathan said that Rebecca is out of town and wouldn't be able to speak with her until the following week. He asked if I wanted them to go ahead and install which I debated but thought they could take down when the news ones came inWhen a week past and I never heard back from Jonathan or Rebecca I reached out to Rebecca via email to see what was going on. At that point, Skeeles sent me an invoice for $for two 4'cabinets. I questioned the amount of the invoice since it was 1/of the original invoice which contained two 3' cabinets, one 6' cabinet, and one 10' shelf. My expectations which I explained to Rebecca was to pay for two 4' cabinets not two 3' cabinets. Rebecca's response was that they were not eating the cost of the 3' cabinets which meant that I would have to pay for the two 4' cabinets in addition to the two 3' cabinets which were already paid for and were the incorrect size. We notified Skeeles on three occasions that the 3' cabinets were the incorrect size. I don't feel we are being unreasonable by requesting Skeeles to replace the 3' cabinets with 4' cabinets with the expectation that we will pay the difference between the sizes. If Skeeles is unwilling to do this, than give us other options to correct the issue (i.e., larger top, refund and remove 3' cabinets, etc.). As it stands now, we have paid for 3' cabinets that are not the correct size. We informed Skeeles on two different occasions that the cabinets were the incorrect size (voice message and installation date)

It is disappointing that *** *** works for a large law firm in town and the amount of inaccurate statements in this complaint and pertinent information that she omitsFurthermore, this matter absolutely does NOT warrant a Revdex.com complaintThere is no fraudulent or misrepresentation on
the part of our companyI attached the invoice of what Ms*** was charged and these are the exact fixtures that were installed in her officesShe paid a 50% deposit for these fixtures and also paid the remaining balance a couple days prior to installationShe spoke to our Office Manager on this day and made this payment and did not mention anything about a *** change, never receiving a quote or any dimension changesMs*** is correct I was the salesperson on this projectI provided her with a quote via email and also arranged the installationI would think that if she wanted to make a change on these cabinets, she would contact me directly and expect a quote from me as she had requestedI would also think that if she received NO revised quote changing the *** with the increased sizes on two cabinets, she would also call the office or email me directlyI would think when she paid the balance due two days before installation and there was no *** change for larger cabinets, she would ask our Office Manager about itI would think when she leaves a voice mail message and "REQUESTS A NEW QUOTE" and never receives any revised quote, she would call our office, she didn't do that eitherWe don't even know the day she left the voice mail, it is highly possible the 3' cabinets were already completedThese are brand new CUSTOM high end cabinets/casework manufactured specifically for Frost Brown Todd, they aren't something that we stock and we could re-use for another projectWe made these custom for her based on the information she providedShe is correct our employee measured her cabinets and during measure, he noted that the 3' cabinet seemed small and noted itUnfortunately, she called his cell phone and he had got a new vehicle and wasn't receiving voice mailsHe never called her back to confirm he received itOur office NEVER sent her a quote with the revised pricing as she requested on the messageFurthermore, in both her voice mail and e-mail, she states that it is her fault and requests a quoteI request that the Revdex.com have her send me a copy of the quote we sent her for the 4' cabinets prior to installation of these cabinets, it doesn't existWhy wouldn't she call me in the office or e-mail me when she didn't receive a quote or a return call? Unfortunately, I knew nothing about it until we had already installed the ordered 3' cabinets. I found about all of this after my guys already installed these cabinets, I discussed it with her over e-mail, she assumed the responsibility and said she agreed to pay for the new two 4' cabinets and asked if we would work with her on price, which I said we would do because we believe in customer service and building relationship with customersWe significantly discounted the new cabinets and I told her if she wanted to use the existing 3' cabinets in another area, we would un-install these and re-install during our visit with the new 4' cabinets at no chargeWe are not charging her full *** for these cabinetsWe sent her an invoice for the two new cabinets and that's when the problem began, not agreeing on a *** doesn't warranty a Revdex.com complaint. It is a representative at a large law firm trying to bully a small family business. She said she thought she would only have to pay the difference between the two cabinets, which is a foot of material, we NEVER agreed to do this and it is absolutely ridiculous, we can't add to existing cabinets, we have to rebuild new ones. We have to purchase all new material, melamine for the interior, custom laminate for the exterior, and custom hingesWe have to pay our employees to build these new cabinets, which takes about a weekI have to pay two installers to deliver and install these cabinetsI gave her the best *** I was willing to do on these and she filed a complaintI am not willing to do anything more for her or this companyWe canceled the order for the two cabinetsShe ordered 3' custom cabinets, I have e-mails, an invoice and a voice mail documenting it, we installed these on the date we promised and did an excellent job on what she ordered and paid for, the invoice is attached. We require all change orders at our business be in writing and confirmed on invoices, we have nothing from her, nor does she have anything from usI don't appreciate a complaint on a lost voice mail that was never replied to by anyone at our companyThank you

I am rejecting this response because:We have a totally different perspective as to what happened with our countertops as per MsS*** When we ordered our countertops from Skeeles manufacturing my husband had concerns that an undermount sink would not sit in the same location as our existing sink We shared this concern with MsS*** when we were looking at sinks with her in her showroom and she said it would not be a problem She then added if there was a problem, she would let us knowMs S*** had asked my husband *** to give her measurements of our countertops when we came in the showroom to form a quoteLet me be clear that our only goal was to get updated countertops and a sink, we did not ask for any changes in our former kitchen design After MsS***'s brother (I believe) measured our countertops she let us know that *** was off on his measurements and changed our quote upping the cost of the job This seemed totally appropriate as my husband is not an expert countertop measurer We did trust that Skeeles manufacturing was expert at their craft We were given the drawings and they looked exactly like our previous countertops There was no measurement between the edge of the countertop and where the sink began We believed it would look just like the countertops we had at the time When we were sitting in MsS*** office and signing the contract and giving our down payment my husband mentioned to MsS*** that he still had some concerns about the sink I said they told us they would let us know if there were any problems and they didn't so we should be good to go, MsS*** confirmed my statement and we ordered the countertops.My husband let the installers in our home and then left before the job was complete as he had to get back to work When I arrived home and saw them I immediately felt sick to my stomach as I saw an 81/space between the edge of the counter and where the sink began which use to be a 3-inch space We have pictures of the differences between our old countertop and the newly installed one I immediately called MsS*** to let her know that a huge mistake had been made She said it would be OK and she would get back to me I then wrote an e-mail to MsS*** detailing what I have said above MsS*** never got back with me but my husband called her and she gave him three options I wanted to make sure I understood exactly what she was offering so I called her myselfWhen I spoke with MsS*** she said she had put back a slab of our quartz to use to correct the mistake that was made The options she gave me are as follows: Move the existing sink up two inches toward the edge of the counter so the space between the edge of the counter and the sink would be 1/inches Put the sink where it was previously in our old countertops using an overmount sink and Use a inch undermount sink as opposed to the inch sink we currently had (the new sink)and move it up to the correct 1/in space between the edge of countertop and beginning of sinkShe then told me that they would have to cut into our cupboards on either side of the sink to make option #and # work That did not make any sense to me so I asked if she would send her installers out again to show me exactly what my options were When they came out they said we could do option #and #without cutting into our cupboards as what I thought would be the case MsS***'s lead installer, that she mentions in her response, then told me that MsS*** told him that she was going to change the placement of the seam in our new counter because of the dimensions of the piece of quartz she was saving for us I told him that would not be OK as we had the seam placement in the middle of the sink to show the least amount of the seam possible and we wouldn't want it all the way down the counter under our upper cupboards as he stated MsS*** was planning to doI said we would want it exactly the way we ordered it and he told me she was not going to agree to thatIt was then that I said if we had to get an attorney involved we would, but since I had not heard this directly from Ms S*** I was hoping everything would work out We then discussed options and I told him I wanted to change to a inch sink which would (in theory) give us an inch on each side to move the sink up toward the edge of the counter If they could make it 1/inches without changing a thing then if we took two inches out of the sink width we should be able to move it up more inches to make it 1/inches which would be acceptable I then said they could cut into the cupboards on either side of the sink if they needed because it was much more important to have a sink that the average person could reach than losing cupboard space on either side Her installer said he would go back to MsSkeeles, let her know what I wanted and she would get back to me.After two weeks of not hearing anything I called MsS*** and was told she was not there MsS*** called back about a half hour later and said "I heard you are going to sue me", I was really taken aback and finally said well I'm not planning on suing you, I'm calling to see what you thought of my request to solve the problem She then continued to go on and on telling me that her installer told her I was going to sue her and he would not lie and no matter how hard I tried, MsS*** would not let me finish a sentence I tried to tell her what I wanted and she would interrupt me and say "she wanted millions dollars" The conversation was totally non-productive and as I have already stated she would not let me finish a sentence, at the end of her rant she told me to sue her and that was the end of the conversation.It was then that I told my husband to stop payment on our credit card That was sometime in April I believe The credit card company said that Skeeles had two months to get back to them At the end of August our credit company sent us Skeeles's response At the time I was overloaded at work and did not have time to respond with the one day that our credit card gave us My husband responded and we were told that since Skeeles had performed a service regardless of how it turned out, we owed them the money We then turned to you We have always hoped that Skeeles would do the right thing and fix our countertops like they said they would We were hoping that by challenging the charge they would do the right thing and fix the mistake they madeSince March we have been living with an unfinished kitchen with drywall falling down from the back of the kitchen wall by the countertops as we can not put a backsplash on until the countertop issue is resolved I have to lean sideways to do the dishes across the 1/inch space to be able to reach into the sink It hurts my back washing dishes regardless of the way I stand Sinks are placed near the edge of the counter for ease of use I cannot stand up straight and turn the water on at my kitchen sink and I am 5'6" I have to lean my body way over the sink to reach the faucet. In the drawing that Skeeles sent you there is no measurement between the edge of the counter and the beginning of the sink It looks just like our old countertops looked so why would we think it would be different, especially when we asked twice if the sink placement would change and were told noWhen MsS***s sent us those drawings she asked us to verify the seam placement and nothing else It is very frustrating and disheartening to be told, as MsS*** did, that she would help us and make it right and then be told that she wasn't going to help us and to sue her MsS*** is now free to claim anything she wants When MsS*** responded to our credit card company she admonished them for stopping payment on the countertops stating if all companies did so, small businesses like hers wouldn't have a chance Well there is a smaller entity that is called the consumer, and if businesses are allowed to make us pay for things we didn't order then we don't stand a chance
Regards,
*** and
*** ***

It is obvious that whoever is responding to these complaints is very angry. In their first sentence they said that I never contacted them about the wrong side but yet they attached my voicemail saying 3' is not the right size. If they were able to find this voicemail, I'm sure they can find the other one. I also have witnesses of me talking to Jonathan stating the cabinets were not the right size upon delivery. Jonathan and the other installer both said since they were already here they could put them up and then when the others are made it would be an easy change out. I take responsibility for initially providing the wrong size. However, they are not taking any responsibility that I tried to correct the issue before cabinets were made and even before they were installed. I'm not sure why Skeeles is so defensive as I am just trying to come to a compromise since we are both at fault.

[redacted] did NOT tell us 3 times she wanted to change the size to 4', this is completely false. She left a voice mail that was never received until after the units were completed. If you leave a voice mail requesting a new [redacted] and you never receive a call back, you call the office to make sure it is happening or call the person again until you speak to them. Her sales representative was Rebecca Skeeles and they e-mailed back and forth several times prior to installation regarding pricing and arranging this job, it would of been very simple for her to send Rebecca an e-mail making sure she knew of the change and requesting the new amount. She admits she NEVER received a call back from the voice mail to the installer, that would be a HUGE red flag that you don't have confirmation anything is being changed. Furthermore, I attached the voice mail that she left word for word. She states she ordered these 3' per her facility manager. She requests a quote for 4' and then she states two other possible sizes she may want the cabinets to be changed to, 3-1/2' or 3-3/4' so she wasn't even sure what final size she wants these to be!  And again, no one ever replied to this voice mail message. You are the Office Manager at a law firm, when you don't receive a call back from a company on a voice mail you left on something that needs discussed or a new quote and/or invoice. you call until you do get a hold of someone or e-mail your contact. AND, you certainly don't let installers install the wrong size!!! If he received the voice mail, he would of definitely called back to make sure what size she really wanted, she would of seen a REVISED quote immediately and been required to pay the difference. Incompetence on your part in doing your job should not warrant a Revdex.com complaint on our company. It is common law, that all contracts for over $ 500 have to be in writing. The invoice was for exactly what was for installed. The e-mails state exactly what was quoted. She has provided absolutely NO documentation supporting her complaint, only that she left a voice mail which she knows wasn't heard, which as you will see after it, was completely unclear. We tried to rectify this situation in a completely reasonable and fair manner. We offered to build and install two new custom cabinets at a significantly reduced cost and fair [redacted] and install the other 3' cabinets that were ordered somewhere else at no charge. She rejected this offer from our company because she didn't like the price. She agreed this was a completely fair arrangement in documented e-mails and took responsibility for the error until she didn't like the price. I urge the Revdex.com to review the facts and documentation of this case closely because it is ridiculous and becoming increasing slanderous against Skeeles. Thank you.

I am rejecting this response because:None of what Ms. S[redacted] says in her reply makes any sense to my husband and me.  Never in my response did I say I threatened to sue them. When the men that Skeeles sent to our home left  they repeated to me that they would tell Ms. S[redacted] what I wanted for the countertops. As I said before when I called Ms. S[redacted] to talk with her she never gave me a chance to tell her what I wanted and told me to sue her.  Obviously we haven't sued her, we have tried to work this out through proper channels.  As I said before Ms. S[redacted] says she was willing to help us but never has actually followed through with that statement and has convoluted the truth to work to her advantage not to help us.  I also never blamed Skeeles for the drywall that is falling down around our countertops.  I stated that we have had to live in a construction state since March because this situation has not been resolved.  We had to take off the backsplash to rip out the old countertop, we cannot put a new backsplash on until we get a new countertop either from Skeeles or someone else.  It doesn't take a rocket scientist to see that communication has been a problem from the start of this project.  But the facts are that we asked for a new countertop to replace our old one.  Our old one was 3 1/2 inches from the start of the countertop to the start of the sink.  Our new one is 8 1/2 inches from the start of the counter to the start of the sink.  There is a five inch difference that was never approved by us.  We even asked that question to make sure that didn't happen.  Skeeles only does countertops and that difference should have been communicated to us before the project was done.  There is obviously a problem in communication between Ms. S[redacted], her brother who does the measuring and the men who do the installing.  We will include our pictures. 
Regards,
[redacted]

We appreciate the Revdex.com understanding there are two sides to every story in a dispute and we agree. However this complaint is completely inaccurate, falsified and leaves out pertinent information. The only statement that is correct is that in February the homeowner ordered counter tops from Skeeles. I...

NEVER discussed how far back the sink would be from the edge, this conversation never happened. I am 100% certain of it. Their sink goes into a corner cabinet, we wouldn't of agreed to this anyway because it is NOT physically possible. The measurements they were emailed did clearly show the sink location and are included in the attachments in this response. [redacted] was present at the installation of the countertops and sink when it was installed, they didn't have any issues with the installation until his wife came home that evening and didn't like the sink location. They also omit the facts that we already offered them to remake this piece and replace this counter top with a smaller kitchen sink, but for it to fit, it would still be back about 5" and they rejected this more than reasonable solution. They also fail to disclose that we made repeated attempts to remedy the situation and we actually visited their home again TWICE after installation and met with [redacted] once and explained three options to remedy the sink location and then we went again to explain to [redacted] because she said she didn't understand her 3 options. These options are detailed in the facts below. During this visit with [redacted], she became very agitated that our lead installer was telling her it wasn't physically possible to do what she wanted, at this point she told him, just tell Rebecca I will sue her and they left. I spoke to [redacted] and she told him her husband would call me, he never did. She also said she didn't threaten to sue me, but both of my installers swear she did and the one has worked for us for 18 years. They also fail to leave out the most IMPORTANT fact is this complaint in that they disputed paying for their entire kitchen and sink and wet bar and bar sink with [redacted] bank. These documents are attached, [redacted] never called me to discuss the 3 options we agreed to do at our expense and they didn't request any type of credit, they told [redacted] they didn't want to pay for any of their counter tops. We installed a whole other area in their house with a wet bar with a sink, they had no problem with this area during any of this process, but they didn't want to pay for it either. They told [redacted] they didn't get what they ordered and they didn't want to pay for any of the tops or the sinks we fabricated and installed, they requested a 100% credit. We are a small family business, we can't afford to work with customers who think this is acceptable. I attached the initial chargebacks we received from [redacted] and the responses we sent. [redacted] advised us it would take several weeks to get back to us with a decision if they were going to reverse these credits and pay us for the job and we needed to take any necessary legal steps to protect ourselves if they agreed with the homeowner. In the end, [redacted] agreed with our company based on the facts, the homeowner appealed, [redacted] denied their request and we finally got paid for the job. It was only after this happened, the homeowners called back in and said they would now accept the smaller sink and the remake. This offer is no longer on the table for these homeowners. These homeowners have been uncooperative, unreasonable, lied about our employees and conversations that were had, we will not send any of our employees back in their house. We are not comfortable doing so. We had to pay to file a mechanics' lien on their house to protect ourselves when they were trying to not pay us for all their tops through [redacted] Bank and we are prepared to go to court. We have made four trips to the homeowner's house, had to file two responses to [redacted] for them trying to not pay us for any tops and wait months to get paid back for their disputes, file a lien and now reply to this complaint. Below are the facts. We appreciate your time, thank you. On February 20, 2017 [redacted] & [redacted] ordered 3 CM Calico White quartz custom made countertops for their kitchen and their bar. They also ordered a stainless steel undermount sink for their kitchen and their bar and paid a $2,000 deposit. Skeeles ordered this material and sinks from our suppliers specifically for this job. We measured and templated the job with [redacted] at the measure. I personally emailed both [redacted] and [redacted] AutoCad files showing seam and sink location on both March 2 and then on March 9 telling them their job was going into production. We had quoted this job off a rough sketch the homeowner provided and we wanted them to review final drawings. [redacted] responded to these drawings on March 9 requesting to come in and finalize selections because he said they may want to change colors to reduce the cost because they were going to sell this house. He didn’t question any of the drawings that had been emailed to him and his wife twice. [redacted] and [redacted] visited our showroom again on Tuesday, March 14 and viewed the two Calico White quartz slabs we had brought in specifically for them. At this time, they also viewed the actual SC8123 Under mount Stainless Steel Sink that would go in their kitchen that is on display in our showroom. They also viewed the S5181 bar sink in a catalog. We agreed we would switch to a cheaper color if they wanted, even though we had ordered these slabs for them to accommodate them and would have to resell a non-stock quartz color. They didn’t like any of the cheaper quartz or granite colors. They approved the job for production with the Calico White quartz. Our programmers sent these exact files that were sent to both [redacted] and [redacted]’s emails to our fabrication shop and the CNC saws for fabrication. On March 28, Skeeles installed the exact material and sinks they ordered in their kitchen on the dates promised based on the drawings they approved. [redacted] paid the $ 1,900 balance due and he was on the jobsite and approved all material installed as satisfactory when our installers completed the installation at this time. I urge the Revdex.com to request photos from them on the completed work. They received EXACTLY what was ordered and have a working new quartz kitchen since March.            The issues began with the job when [redacted] got home that evening and said the sink was back too far in her kitchen from the edge of the countertop. The sink is exactly where it was shown on all drawings she was sent that are to scale and show the sink would be set back about 8” inches due to the sink being installed in a corner cabinet. One of the drawings they were sent actually shows the cabinet line and notes the sink is set per the cabinet line. She is incorrect in stating she didn’t receive exactly what she ordered. The sink she previously had in her kitchen was a DROP-IN stainless steel sink in laminate countertops, she ordered and approved an UNDERMOUNT stainless steel sinks. Installation and location of these are totally different. Our installers have to be able get in underneath the sink and install special clips and also use silicone to mount the sink underneath the countertop and they need room to do these things. Obviously, the priority it is to make sure the sink is fastened securely to the countertop underneath. She said the location of the sink was unacceptable to her and she e-mailed me. She also called our office and spoke to our owner Fred S[redacted] who explained the sink and tops were installed exactly per the drawings they were sent twice and this was the only location we were physically able to install this sink due to room constraints from the corner cabinet.            I returned from working out of town and called [redacted] to discuss the matter. We installed countertops in their parent’s home, a previous condo that [redacted] & [redacted] owned and now this home. We pride ourselves with customer service and we want our customers to be happy. We work with them anyway we can. I explained to [redacted] the tops were made per the plans and the sink was installed where it had to be, but we wanted them to be happy with their kitchen and we would work with them to rectify that she wasn’t. I gave him THREE alternate options that were more than reasonable and we were going above and beyond industry standard or what we legally had to do. The first option was to remake this top with the existing sink, but in order to move it forward underneath, we would have to notch out the top of some of the cabinets underneath and the most this would move the sink forward was about an inch or so, so instead of having a 7”-8” space in front, it would be around 6”-7”. This is a lot of work and expense for us to un-install and remake and re-install the top to only move about an inch, but we were willing to do so at our expense. They said they were getting ready to sell this house, I told him some inspectors may not like this done and this is why we made the tops the way we did. The second option was to remake this one countertop but to order a new smaller sink, the S8132, which is 23” X 17-3/4” L X 9-1/4”D. The existing SC8123 is 32-1/4” w X 18” L X 9-1/4” deep. This would give us more room to install the sink and move the sink closer to the front of the countertop. Their corner cabinet was small, so even switching to this option would only give them about a 5” space from the edge. Again, this was offered at our expense. The third and final option offered was to remake the countertop with a DROP-IN stainless steel sink, this is what the [redacted]’s had previously installed in a laminate top. It is rare to want a drop-in sink installed in a new stone countertop, most people want an under mount sink, but this was the only option to move the sink up 2-3” like it was on their old countertop. [redacted] asked if we could send someone out to explain these options in person, which we did. We sent out Bruce E[redacted], our lead installer for 18 years who had installed the tops. We sent Bruce out to meet him and didn’t charge them. He went over all three new options at the residence with [redacted], as well as the fourth option, keep the tops as they are because most corner sink installations are exactly the same as theirs was and people are happy with them. [redacted] said he would discuss it with his wife and get back to us. [redacted] called me in the office and said she didn’t understand the options as [redacted] explained them to her and she wanted to meet with someone personally, but she wasn’t able to do it until she was on spring break vacation. On April 20, Bruce E[redacted] went back out to meet with her, again a no charge service call at our expense. He explained all options to her repeatedly, none of which were acceptable to her. She said 2”-3” on the front lip of her countertop was a critical dimension. He told her we were unable to physically do that with an under mount kitchen sink because her sink was located in a corner cabinet. She became agitated and told Bruce and another installer onsite, well then just tell Rebecca I will sue her.             We went above and beyond for these homeowners. She threatened to sue us over something we are physically unable to do. If we could install this undermount kitchen sink only 2”-3” back from the edge of the countertop, we would do it, we have no reason not to, it is physically impossible, it will not fit! She called me in the office and I explained this to her again, she refused to listen. We have been doing this for 26 years. She said she wanted an under mount sink and it had to be only 2-3” back, I told her the only way to do that would be to use a bar sink like the one in her bar and it would look ridiculous as the only sink in the kitchen. She refused to understand it and during our last conversation, she told me she would have her husband call me again to discuss. He never did, instead he filed a dispute with [redacted] Bank and tried to not pay for any of the work we did.  We fabricated and installed an entire custom countertop kitchen with a sink. How do they think it's reasonable to not pay for any of it over her not liking where a sink is located in one countertop. They have a functioning kitchen that is made exactly per their ordered and our AutoCAD files. If it was so defective, I wouldn’t think she would of waited one month to request another meeting to discuss option to fix it. We have attached emails and drawings we sent to support our position. We made them three more than reasonable alternatives, she rejected all of these and has refused to pay for her entire kitchen and wet bar over a sink she feels is set back too far and claims she can’t reach it, which is ridiculous. After [redacted] sided with our business and didn't let them screw us out of paying for the whole kitchen, [redacted] called in and wanted to accept the offer originally made to him.