South Coast Stone Supply Corp.

Hello [redacted] , Thank you very much for day holdHere is my side of the story: Story time lines: * 11/21/16: Customer, Thomas Smith, signed Memo of Understanding and deposited $1,* 01/03/to 01/04/17: Started job, remove cabinet, countertop, cutting wall, built soffitbuilt enclave for pantry, painting, installing kitchen floor tiles* 01/05/17: Not workingCustomer stopped our work for electrical installation by other contractor hired by customer* 01/06/to 01/07/17: Not workingCustomer stopped our work to patch electrical himself [redacted] 01/08/17: Cleaned new tile floor and applied grout in the morningCustomer requested hour for grout to set* 01/09/to 01/10/17: install cabinetsMostly complete, some wall cabinet doors and glass doors not installedWait for customer to finish countertop and tile backsplashCustomer complain cabinet color [redacted] 01/11/17: Not workingCustomer's granite contractor installed counter [redacted] 01/12/17: I went there first to inspect cabinet as customer required while my workers were waiting in the neighborWe are prepared in case customer wanted to remove cabinets and wanted a full refundHowever customer seemed happy when seeing meI explain the shade differences were due to light reflexingCustomer only wanted to change doorsCustomer wrote a replacement check (#***) for cabinet materialsWe installed glass doorsCustomer was happy to talk with my workersWe waited for customer to schedule come back time [redacted] 01/13/17: I notified customer that we had replacement doorsCustomer said he would schedule us [redacted] On one day he came to my store wanted to order more materials and he would pay for the extra orderHe saw the doors but he told me to wait for him until after his vacation [redacted] 01/30/17: He texted to schedule us Saturday 02/04/He texted me a list of things to finish [redacted] 01/31/17: Customer texted to change schedule to Wednesday 02/01/I needed to cancel one job on Wednesday for him [redacted] 02/01/17: workers came to his house about 8:30am and finished everything about 11:30amCustomer signed off for the job done and issued check for final payment [redacted] 02/02/17: Customer came to store to pick up tall fillers and one toupen [redacted] Notes: Customer actually still owes us $for materials bought at [redacted] building soffit and laying tilesThe contract covers only laborCustomer did not need to be home all the time because he gave us a garage door remote control to get in the garage and kitchenThe hall way from kitchen to other rooms was blocked by a metal structureTherefore no one can access other part of the house except garage and kitchenCustomer was the one who control the schedule not usCustomer complain about the different shade of We installed this company's cabinets for more than years, no body complain about the cabinet qualityFrom 01/11/until now we installed cabinets for customers, all happyOn 01/10/17, I went to customer's house, I found that his blue color walls and multiple recessed lights reflex on the cabinets creating various shade of colorThe small cabinet with frame different in color shade is a special modification and still in work01/12/I went to customer's house as requestedI told customer that it is the light reflexing problem and offer to remove cabinets and refund moneyCustomer agreed these are very good quality cabinets and just wanted to replace doorsHe was happy and issued a new check to pay for cabinet materialsThe cabinet installation at this point was mostly done except at some special locations:1) sink trimwill be installed after countertop installation.2) Pantry trimMust have microwave (special free install for customer)3) Light rail trimMust have tile backsplash finish first.4) Crown molding on stove sideMust wait until hood installation done.5) Door replacement01/13/17: Replacement doors were readyI contact customer for schedule to finish the rest and remind him everything shall be ready for us we want to finish everything at onceCustomer said he wouldHe then said would contact us after vacation.01/30/17: Customer text we can finish on 01/04/I agreed and scheduled for Saturday 01/04/17.Next day I found that texted at 9:12pm to cancelSo I need to cancel one job on Monday to finish his kitchen (he told us he would finish crown molding himself in stove area because the hood was still not installed02/01/17: my workers were there at 8:30am and finished everything as customer wished about 11:30amMy workers left extra crown molding for customer to finish stove are himself as he wantedWe exchange crown molding installation in the stove area with install customer's buimicrowaveMy workers then asked for final balanceCustomer said to my workers that he wanted to talk with meHe then called me and asked for a discount of $1,for crown molding installI thought the total labor was only $1,but he asked for $1,for a small crown molding jobI then smiled and said "No"Customer then started complain about nail holes not perfectI was very surprised customer always said our workmanship is excellent and now his tone suddenly changed when I denied the discountCustomer always wants perfect but I said we do very good job better than industry standardHe was refereed us by his neighbor friendHis neighbor friend referred his friends and relatives to usThey are all very happy with our jobsBesides I offered him extra tall fillers free of charge (cost $188)Customer told me he would pay, he then sign off the job and pay the final balanceNext day customer came over my store to pick up tall fillers and one extra toupenHe was happyBut after he placed materials in his car, he stepped back in my store and said he would sue usI said to him in that case I would seek reimbursement for the [redacted] materials bought for laying kitchen floor tiles and built soffit I tried my bestI never take care of a customer like thisWe gave him special discount and did him a lot of extra workAll I want was to finish this job (we sent each other more than text messages, plus phone calls, emails, times at job site, times at my store, changed contract times, self-modifying contract and force my worker to sign without my consent, etc.) Customer knew we are great companyHe willing to wait 1/months to start dateAfter the job started, customer was the one who controlled the schedule not usHe always tried to tell us what to doI was just smile and respect himHe wants perfect but doesn't want to payOn 01/12/The cabinets look great after all doors are installedCustomer was happy with the cabinet materialsThe bottom line is that we won't refund $1,as customer requestsCustomer twists stories many timeI attach text messages as proofsThe customer uses Revdex.com as a mean to black mail us for money backMy company customers are 95% by referralWe always finish job on time.We will keep doing best service for our customersThank you [redacted] ***SCSS President

Hi ***,
Here is SCSS side of the storyWe have signed contracts, sign off approvals, ***'s email stating that she said "yes" when installers came into kitchen and asked her "is everything good?" and all other email conversations
9/16/2014: We did a good job and we
entile for the paymentCustomers very satisfied
9/18/2014: *** waited two days later to complain via email
9/19/2014: *** and *** met *** and her husband at their house*** tried to talk nice with *** but all she wanted was to replace the counter with a different color*** said we need time to make decision
9/21/2014: We replied email to *** saying that we followed the contract, we did a good job and we got paid
Thank you and Revdex.com for posting our defense
***
SCSS President
The Quartz material was the same as the sample she choseThe color transition was arranged to the best with the available material***’s husband had checked the material when the counter came and he was always around to see the installation especially the transition of color near the seamAfter installation finished her husband was very happy and told installers to wait for his wife to come home to inspect and write payment checkWhen she came home she and her husband together checked very carefully and she was very happy to sign the final payment while her husband signed off the job approval
They were very happyThey thanked and shook hand the installers when the installers were leaving
Two days later she sent email said that “While the installation was good, the product is notThere are problems with the manufacturing of the quartz.” She wanted us to remove and change other color of her choice
We tried to see her as soon as we canWhen seeing her, she left us no choice but to remove the counter and replace with other color of her choice or she will complain us to the court, IRS, Revdex.com, Twitter, Facebook, Yelp, etcWe talked nicely try to calm her and told her that we will answer within two days*** smiled and softly reminded both of them that “When we signed the contract, our company’s policy is that customers should inspect everything before approving the job done then signing the final paymentIf the job was not good then customers don’t have to payBoth of you did approve and paidThe counter is the material she chose.”
We then sent an email to say that we stood by our policyWe did a good job
We have records of email conversations
All she wanted was to change the counter to a different color
The bottom line is that her husband had all the time to check and she also checkedBoth of them approved the job

Hello [redacted], Thank you very much for 3 day hold. Here is my side of the story: Story time lines: * 11/21/16: Customer, Thomas Smith, signed Memo of Understanding and deposited $1,000 *  01/03/17 to 01/04/17: Started job, remove cabinet,...

countertop, cutting wall, built soffit. built enclave for pantry, painting, installing kitchen floor tiles. * 01/05/17: Not working. Customer stopped our work for electrical installation by other contractor hired by customer. * 01/06/17 to 01/07/17: Not working. Customer stopped our work to patch electrical himself. * 01/08/17: Cleaned new tile floor and applied grout in the morning. Customer requested 24 hour for grout to set. * 01/09/17 to 01/10/17: install cabinets. Mostly complete, some wall cabinet doors and glass doors not installed. Wait for customer to finish countertop and tile backsplash. Customer complain cabinet color. * 01/11/17: Not working. Customer's granite contractor installed counter. * 01/12/17: I went there first to inspect cabinet as customer required while my workers were waiting in the neighbor. We are prepared in case customer wanted to remove cabinets and wanted a full refund. However customer seemed happy when seeing me. I explain the shade differences were due to light reflexing. Customer only wanted to change 3 doors. Customer wrote a replacement check (#[redacted]) for cabinet materials. We installed glass doors. Customer was happy to talk with my workers. We waited for customer to schedule come back time. * 01/13/17: I notified customer that we had 3 replacement doors. Customer said he would schedule us. * On one day he came to my store wanted to order more materials and he would pay for the extra order. He saw the doors but he told me to wait for him until after his vacation. * 01/30/17: He texted to schedule us Saturday 02/04/17. He texted me a list of things to finish. * 01/31/17: Customer texted to change schedule to Wednesday 02/01/17. I needed to cancel one job on Wednesday for him. * 02/01/17: 2 workers came to his house about 8:30am and finished everything about 11:30am. Customer signed off for the job done and issued check for final payment. * 02/02/17: Customer came to store to pick up 2 tall fillers and one touch-up pen.  ** Notes: Customer actually still owes us $124.30 for materials bought at [redacted] building soffit and laying tiles. The contract covers only labor. Customer did not need to be home all the time because he gave us a garage door remote control to get in the garage and kitchen. The hall way from kitchen to other rooms was blocked by a metal structure. Therefore no one can access other part of the house except garage and kitchen. Customer was the one who control the schedule not us. Customer complain about the different shade of color: We installed this company's cabinets for more than 10 years, no body complain about the cabinet quality. From 01/11/17 until now we installed cabinets for 5 customers, all happy. On 01/10/17, I went to customer's house, I found that his blue color walls and multiple recessed lights reflex on the cabinets creating various shade of color. The small cabinet with frame different in color shade is a special modification and still in work. 01/12/17 I went to customer's house as requested. I told customer that it is the light reflexing problem and offer to remove cabinets and refund money. Customer agreed these are very good quality cabinets and just wanted to replace 3 doors. He was happy and issued a new check to pay for cabinet materials. The cabinet installation at this point was mostly done except at some special locations:1) sink trim. will be installed after countertop installation.2) Pantry trim. Must have microwave (special free install for customer)3) Light rail trim. Must have tile backsplash finish first.4) Crown molding on stove side. Must wait until hood installation done.5) Door replacement. 01/13/17: Replacement doors were ready. I contact customer for schedule to finish the rest and remind him everything shall be ready for us we want to finish everything at once. Customer said he would. He then said would contact us after vacation.01/30/17: Customer text we can finish on 01/04/17. I agreed and scheduled for Saturday 01/04/17.Next day I found that texted at 9:12pm to cancel. So I need to cancel one job on Monday to finish his kitchen (he told us he would finish crown molding himself in stove area because the hood was still not installed. 02/01/17: my workers were there at 8:30am and finished everything as customer wished about 11:30am. My workers left extra crown molding for customer to finish stove are himself as he wanted. We exchange crown molding installation in the stove area with install customer's built-in microwave. My workers then asked for final balance. Customer said to my workers that he wanted to talk with me. He then called me and asked for a discount of $1,000 for crown molding install. I thought the total labor was only $1,700 but he asked for $1,000 for a small crown molding job. I then smiled and said "No". Customer then started complain about nail holes not perfect. I was very surprised customer always said our workmanship is excellent and now his tone suddenly changed when I denied the discount. Customer always wants perfect but I said we do very good job better than industry standard. He was refereed us by his neighbor friend. His neighbor friend referred his friends and relatives to us. They are all very happy with our jobs. Besides I offered him 2 extra tall fillers free of charge (cost $188). Customer told me he would pay, he then sign off the job and pay the final balance. Next day customer came over my store to pick up 2 tall fillers and one extra touch-up pen. He was happy. But after he placed materials in his car, he stepped back in my store and said he would sue us. I said to him in that case I would seek reimbursement for the [redacted] materials bought for laying kitchen floor tiles and built soffit.  I tried my best. I never take care of a customer like this. We gave him special discount and did him a lot of extra work. All I want was to finish this job (we sent each other more than 200 text  messages, 50 plus phone calls, 18 emails, 4 times at job site, 7 times at my store, changed contract 4 times, self-modifying contract and force my worker to sign without my consent, etc.) Customer knew we are great company. He willing to wait 1 1/2 months to start date. After the job started, customer was the one who controlled the schedule not us. He always tried to tell us what to do. I was just smile and respect him. He wants perfect but doesn't want to pay. On 01/12/17 The cabinets look great after all doors are installed. Customer was happy with the cabinet materials. The bottom line is that we won't refund $1,500 as customer requests. Customer twists stories many time. I attach text messages as proofs. The customer uses Revdex.com as a mean to black mail us for money back. My company customers are 95% by referral. We always finish job on time.We will keep doing best service for our customers. Thank you. [redacted]SCSS President

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.
Attached is a picture ( I have several ) of the counter. And, also attached is my email to [redacted]. Everything she says in her response is completely false. We did not want a new color - we wanted what we paid for, which was a counter free of defects. My mistake was paying her workers. I paid them because they did the work, and I wasn't sure whether irregularities in the quartz counter was custom or not. I had to do some research on it, which took a few days. I regret paying her.
We are in the process of getting other estimates and as soon as that is done, I will file my small claims lawsuit. We wanted the counters either fixed or re-done. She said she could not "fix" them. So the only alternative was to get new counters (according to her!). And, I will say, she was completely unprofessional with her tone and mannerisms when she came over.  She offered us $200 as compensation for our trouble, which we didn't accept.
Regards,
[redacted]

Review: We had quartz kitchen countertops installed. The product installed is clearly deffective and not what we paid for. There are inconsistencies throughout. Specifically, where one of the seams is located, the quartz slabs are completely different in clarity and color. The counters are not uniform throughout. After the installation, the owner, [redacted] came to our house with no intention to work with us toward a solution. She yelled at us and was defensive. Completely unprofessional. She would not stand behind the product she sold us.Desired Settlement: Full refund.

Business

Response:

Hi [redacted],

Here is SCSS side of the story. We have signed contracts, sign off approvals, [redacted]'s email stating that she said "yes" when installers came into kitchen and asked her "is everything good?" and all other email conversations.

9/16/2014: We did a good job and we entile for the payment. Customers very satisfied.

9/18/2014: [redacted] waited two days later to complain via email.

9/19/2014: [redacted] and [redacted] met [redacted] and her husband at their house. [redacted] tried to talk nice with [redacted] but all she wanted was to replace the counter with a different color. [redacted] said we need time to make decision.

9/21/2014: We replied email to [redacted] saying that we followed the contract, we did a good job and we got paid.

Thank you and Revdex.com for posting our defense.

SCSS President

The Quartz material was the same as the sample she chose. The color transition was arranged to the best with the available material. [redacted]’s husband had checked the material when the counter came and he was always around to see the installation especially the transition of color near the seam. After installation finished her husband was very happy and told installers to wait for his wife to come home to inspect and write payment check. When she came home she and her husband together checked very carefully and she was very happy to sign the final payment while her husband signed off the job approval.

They were very happy. They thanked and shook hand the installers when the installers were leaving.

Two days later she sent email said that “While the installation was good, the product is not. There are problems with the manufacturing of the quartz.” She wanted us to remove and change other color of her choice.

We tried to see her as soon as we can. When seeing her, she left us no choice but to remove the counter and replace with other color of her choice or she will complain us to the court, IRS, Revdex.com, Twitter, Facebook, Yelp, etc. We talked nicely try to calm her and told her that we will answer within two days. [redacted] smiled and softly reminded both of them that “When we signed the contract, our company’s policy is that customers should inspect everything before approving the job done then signing the final payment. If the job was not good then customers don’t have to pay. Both of you did approve and paid. The counter is the material she chose.”

We then sent an email to say that we stood by our policy. We did a good job.

We have records of email conversations.

All she wanted was to change the counter to a different color.

The bottom line is that her husband had all the time to check and she also checked. Both of them approved the job.

Consumer

Response:

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.

Attached is a picture ( I have several ) of the counter. And, also attached is my email to [redacted]. Everything she says in her response is completely false. We did not want a new color - we wanted what we paid for, which was a counter free of defects. My mistake was paying her workers. I paid them because they did the work, and I wasn't sure whether irregularities in the quartz counter was custom or not. I had to do some research on it, which took a few days. I regret paying her.

We are in the process of getting other estimates and as soon as that is done, I will file my small claims lawsuit. We wanted the counters either fixed or re-done. She said she could not "fix" them. So the only alternative was to get new counters (according to her!). And, I will say, she was completely unprofessional with her tone and mannerisms when she came over. She offered us $200 as compensation for our trouble, which we didn't accept.

Regards,

I cannot believe that anyone would have any reasonable complaints of this company. I have had them do six houses for me already including my parents' and my sister in law's. They have done such excellent work that everyone raves about the kitchens and countertops they installed. We just sold a house in which SCSS did the kitchen and bathrooms and they buyers LOVED the kitchen so much that they actually put sofas in the breakfast area so they could spend more time there! I am not kidding. Their prices can't be beat. They have always worked us into their schedule even when they have been extremely busy. If anyone would like to see pictures of their work, ask them to show you pictures we submitted to them. Ask them for pictures fromCarlos and Elena. They work they did for us included:

- townhouse in Costa Mesa. We sold it almost immediately after it went on the market,

- rental in Arcadia

- house in Sun City Palm Desert. This house we just sold. Sold in about 4 weeks.

- house in Sun City Palm Desert. My sister in law's house,

- house in Hacienda Heights - my parents,

- house in Sun City Palm Desert - house we are currently living in.