Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]0, and have determined that this proposed...
action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]Mees tile and marvel has in no way fixed or addressed the problem. They came to my house for 15 minutes to look and as the problems. They never followed up with as much as phone call email or any other type of contact. This issue IS NOT RESOLVED at all. I am beyond disappointed with this. [redacted]
Response:I'm sorry to find that Ms [redacted] doesn't feel the issue has been resolved. Approximately 2 years have passed since the incident she is reporting. We had no knowledge of this problem until November 2016. I spoke with her on the phone after the initial Revdex.com complaint. The counter tops has been installed in July 2015. We went back to the job in December 2015 as the sink had come loose. At that time we considered the job complete. I have nothing in my file to indicate a crack stemming from our December appointment. We had no further communication until she called in November 2016. At that time almost 2 years had elasped from the initial installation. We don't warrant stone after installation. Our policy is that we will come back and take care of chips, seams and other minor issues that may crop up in the first year. In November she was told that we charge $350 for any service call after the first year. At that time she said we had cracked her countertop at the time we addressed the sink. She then called the Revdex.com. Of course I sent someone out to look at her issue. The gentleman has over 20 years experience in this business. Mr [redacted] was there at the service call. [redacted]'s assessment was that working on the sink would not have cracked the top, it was probably done by a plumber at some time when the faucet was worked on. He explained this to Mr [redacted] and said if they were interested in having us repair it they should call and set up an appointment. That takes us back to the $350 service charge. We are happy to fill the crack and make it look as good as we possible can if the customer would like to set up the service call.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Business states:Our policy is that we don't repair this damage and is stated as such in the quote form that Mr. [redacted] signed. Our response:The policy in the quote form that we signed says “Natural stone that is placed within an area surrounded by three walls may damage the wall surface and will not be repaired or reimbursed by MEES TITLEE & MARBLE”.
However, this is the different scenario. First of all, it was NOT the wall surface damage, a size of 70 inches long by 1.25 inches wide wall was cut off completely. Secondly, the damage was NOT caused by the installation; it was caused by the bad measurement. The countertop was too long to fit the existing space, and the business decided to cut the wall and push the oversized countertop into the wall to make it fit. However, the attempt failed due to the additional measuring mistake, and the second countertop was ordered to replace this one.
Business states:In addition he has previously insisted that we remove the countertops in order to make this repair. That is not necessary.Our response: This is our primary complaint. This is our property, and we shall make decision if it is necessary, and we don't want to leave a 70 by 1.25 giant hole behind the counter, regardless the visibility.
Regards,[redacted]
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Mees Tile & Marble
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff...
Member:
Response:
In response to Mr. [redacted]'s service problems. We will be sending someone to repair the drywall that was damaged when the existing back splash was removed. This kind of damage is typical and when the new tile is installed would be completely covered. Our policy is that we don't repair this damage and is stated as such in the quote form that Mr. [redacted] signed. In addition he has previously insisted that we remove the countertops in order to make this repair. That is not necessary. The issue with cleaning the cabinets from the installation was addressed. From the pictures it appears that all the "dirt" wasn't removed. He has asked us to pay for a professional to come in and clean it and we will agree to pay for that. The issues with measurement of the countertops was resolved after we re-cut a section. That took place the next day. Any time custom work is undertaken, there is a chance that it may not go smoothly. Our goal is to make sure that issues are resolved, even if it takes additional trips. We understand that our customers have other appointments and jobs to work around. Hopefully we accommodate them to the best of our ability.
Sent on: 11/10/2015 12:07:12 PM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Mees Tile & Marble
Company Contact:
Company Phone:
Company Email:
Person Who Sent the Complaint:
Staff Member:
Response:
Mees Tile & Marble has been in business since 1954. We work hard to insure that our customers receive the best possible service. The drywall repair that Mr [redacted] is requiring is not visible and will be covered by his countertops and back splash. Cutting the drywall to make a countertop fit is necessary in many instances. However, as stated above, we want our customers to be satisfied. We have told Mr [redacted] that we will remove his tops and make the repairs. Also we've offered to pay to have his cabinets cleaned. I hope this will settle the problem.
Sent on: 11/27/2015 8:46:26 AM
Revdex.com:
s the problems. They never followed up with as much as phone call email or any other type of contact. This issue IS NOT RESOLVED at all. I am beyond disappointed with this. [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted]0, and have determined that this proposed...
action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]Mees tile and marvel has in no way fixed or addressed the problem. They came to my house for 15 minutes to look and a
Response:I'm sorry to find that Ms [redacted] doesn't feel the issue has been resolved. Approximately 2 years have passed since the incident she is reporting. We had no knowledge of this problem until November 2016. I spoke with her on the phone after the initial Revdex.com complaint. The counter tops has been installed in July 2015. We went back to the job in December 2015 as the sink had come loose. At that time we considered the job complete. I have nothing in my file to indicate a crack stemming from our December appointment. We had no further communication until she called in November 2016. At that time almost 2 years had elasped from the initial installation. We don't warrant stone after installation. Our policy is that we will come back and take care of chips, seams and other minor issues that may crop up in the first year. In November she was told that we charge $350 for any service call after the first year. At that time she said we had cracked her countertop at the time we addressed the sink. She then called the Revdex.com. Of course I sent someone out to look at her issue. The gentleman has over 20 years experience in this business. Mr [redacted] was there at the service call. [redacted]'s assessment was that working on the sink would not have cracked the top, it was probably done by a plumber at some time when the faucet was worked on. He explained this to Mr [redacted] and said if they were interested in having us repair it they should call and set up an appointment. That takes us back to the $350 service charge. We are happy to fill the crack and make it look as good as we possible can if the customer would like to set up the service call.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Business states:Our policy is that we don't repair this damage and is stated as such in the quote form that Mr. [redacted] signed. Our response:The policy in the quote form that we signed says “Natural stone that is placed within an area surrounded by three walls may damage the wall surface and will not be repaired or reimbursed by MEES TITLEE & MARBLE”.
However, this is the different scenario. First of all, it was NOT the wall surface damage, a size of 70 inches long by 1.25 inches wide wall was cut off completely. Secondly, the damage was NOT caused by the installation; it was caused by the bad measurement. The countertop was too long to fit the existing space, and the business decided to cut the wall and push the oversized countertop into the wall to make it fit. However, the attempt failed due to the additional measuring mistake, and the second countertop was ordered to replace this one.
Business states:In addition he has previously insisted that we remove the countertops in order to make this repair. That is not necessary.Our response: This is our primary complaint. This is our property, and we shall make decision if it is necessary, and we don't want to leave a 70 by 1.25 giant hole behind the counter, regardless the visibility.
Regards,[redacted]
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Mees Tile & Marble
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff...
Member:
Response:
In response to Mr. [redacted]'s service problems. We will be sending someone to repair the drywall that was damaged when the existing back splash was removed. This kind of damage is typical and when the new tile is installed would be completely covered. Our policy is that we don't repair this damage and is stated as such in the quote form that Mr. [redacted] signed. In addition he has previously insisted that we remove the countertops in order to make this repair. That is not necessary. The issue with cleaning the cabinets from the installation was addressed. From the pictures it appears that all the "dirt" wasn't removed. He has asked us to pay for a professional to come in and clean it and we will agree to pay for that. The issues with measurement of the countertops was resolved after we re-cut a section. That took place the next day. Any time custom work is undertaken, there is a chance that it may not go smoothly. Our goal is to make sure that issues are resolved, even if it takes additional trips. We understand that our customers have other appointments and jobs to work around. Hopefully we accommodate them to the best of our ability.
Sent on: 11/10/2015 12:07:12 PM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Mees Tile & Marble
Company Contact:
Company Phone:
Company Email:
Person Who Sent the Complaint:
Staff Member:
Response:
Mees Tile & Marble has been in business since 1954. We work hard to insure that our customers receive the best possible service. The drywall repair that Mr [redacted] is requiring is not visible and will be covered by his countertops and back splash. Cutting the drywall to make a countertop fit is necessary in many instances. However, as stated above, we want our customers to be satisfied. We have told Mr [redacted] that we will remove his tops and make the repairs. Also we've offered to pay to have his cabinets cleaned. I hope this will settle the problem.
Sent on: 11/27/2015 8:46:26 AM