Stone City, LLC

Mr [redacted] contacted Stone City for a kitchen countertop and accordingly he selected a stone from us called crystal grey.We have only one variety of crystal grey in our yard and there is no variation at all.We installed the job and on that day the installer noticed that the seam piece is not aligning and he advised us to cut a new piece.At the same time we had a new machine installed at out place and we could not cut on the same day due to technical issues.However we got it done as soon as our machine got ready and installed the new piece and finished the job.The customer called us and said that the piece was not matching.The owner of the company [redacted] went in person and checked the job and found no variation at all and suggested to the customer that there is nothing different and also told them the same thing that we have only one batch of Crystal Grey and there is no variation at allThe customer's home is under construction and a lot of things were going on.After talking for a while the customer said I am not happy and threatened that they will leave bad reviews for us and complain to Revdex.com.We said that there is no problem at all here and there is nothing we can do to change anything as everything is in line with the industry work.Then the customer said as I am not happy I need a discountThough there was nothing wrong with the stone, just to make the customer happy we asked him what he wants, he said he wanted the entire balance of $to be waived off, for which we did not agree, then he said he will sign off on the job if we give him 10% discount on the entire job which amounts to $236.81.Though we did not do anything wrong, just for customer satisfaction and to close the file we agreed and gave a special discount of $236.81.Plssee attached doc where the customer signed off and paid in full after the discountCustomer insisted that we write paid in full on the document and kept a copy of it.All docs attached for your kind perusal.Plslet us know if we need to send in any further information

[redacted] has contacted Stone City and engaged Stone City for a countertop Job on 6/26/17.After that Stone City went to the house to do the Template (measure) and then install the Job and the job is completed.Pls find attached signed documents from the [redacted] household that the job is completed.The next day Mrs [redacted] called and said that there was something that got spilled on the floor and some other issues of gap between the stone and the wall.The owner of Stone City went to the job site and inspected and mentioned to the family that the gap is there due to the wall not being straight and that on the floor, not sure what it is and who did it, as the installers said that they did not do anything and also they have the sign off sheet from the customer that everything looks good, but said will still send a guy to check it out and see if he can clean as part of our customer service.The guy scheduled went there and said that he is not sure what it is and that it is better a hardwood floor guy would be a better option to send out.Accordigly we contacted the [redacted] family and our Hardwood guy went out there and looked at it and said he will take care of it for $200.00I said that is fine but Mr [redacted] called and said that he wants his guy to do it and it woudl cost $to fix it.We said either we can do it through our guy and we pay him or we pay Mr [redacted] y $and he can get it fixed in his own way[redacted] first said no and the put the complaint on Revdex.com and then a days later called back and said that he is ok to take the $and send a not to Revdex.com that it is taken care of and withdraw the complaint.I said ok and agreed to send the $by check to his home address.I came back to shop and verified his file to see that he still owes $635.41, so I wanted to tell him to deduct $and pay the balance[redacted] is not answering the calls or returning our call.We are ready to abide by our agreement and give a credit to Mr [redacted] for $and he can send the balance of $and we can close the file

To, Revdex.com,Thank you for sending the complaint in the electronic form.We installed the job 07/and plssee the attached inspection check list that the customer has signed.After the installation, when we called to collect the balance funds - (the customer has not even paid for the sink that they got from us for a total value of $ and the total balance the customer owes us is $1166.99) the customer started complaining that there is a problem on the stone.I was not in the country and my office scheduled me to go there after I come back to US.On the scheduled day I went to the house and just was about to inspect the piece, the customer just jumped on me yelling that the piece is broken etc and it needs to be taken out etc.I requested to give me a chance to inspect and I also offered to test it by using penetrating glue to see if it is broken or a fissure.The customer did not want me to do anything and started yelling at me and abusing me and told that we will hear back from her attorney.I told the customer that it is their house and if they dont want me to be there I cannot be there and leftWe did not hear from them for all these months and when our office got in touch with them for balance funds again, now they started the Revdex.com complain.This clearly shows what kind of people we are dealing withWe care about our product and we are still willing to do anything and everything that is done in the industryWe need to inspect the piece and take care of itExotic stones do have fissures in them and sometimes appear like cracks but they are notWe stand behind our product not for a day or two but for the entire yearWe would like to get a opportunity to check it out and do what is needed so the job is taken care of and our balance is paid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory if the company does as they say they willThis is all we have asked for from the beginning- for them to come and fix the problems with the stone they installedThe story this man tells is completely false, but, we could care less about his lies if he would just send someone out to repair the damages. As stated in our initial complaint, he arrived to "inspect" things a few weeks after being notified of the installation issues and merely glanced at the counter before launching in to a complete denial of there being anything wrong with the graniteDue to his berating and condescending communication, he made those of us in the home feel unsafe and was thus politely asked to leaveWhen he did not leave, he was asked, politely, but more directly, to leave our homeHe communicated that they would be doing nothing to rectify the damages to the stone and leftAt that point, we waited for a bill to arrive to pass on to an attorney if they were going to try and unjustly charge us for work not adequately completedNo bill ever arrived, but rather, we received a phone call from "***" the beginning of SeptemberI returned her call and asked her to mail us a copy of the billThe bill arrived the following week, and rather then going directly to an attorney, we contacted Revdex.comWe spoke with "***" at Stone City and he said he would work to resolve the issue and then get back to usHe alluded to the fact that this is not the first time he's dealt with this, but, we have yet to hear back from him. Is there any way you can ensure they come out and fix the granite? We will ensure my husband and an additional witness is here when they arrive.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/03) */
Stone City was contracted to do the job and we completed the jobThe customer declined plumbing and you can see that in the contract page and the summary info sheetWe do explain to everyone that if we send our plumber it will be $but we
discounted it to $The plumber / handy man is just a regular guy who knows how to do plumbing for stone countertopsHowerver the charge is only for basic plumbingAt times at customers house the plumbing could be different and it could take extra time or parts and this can be seen and advised only once the plumber is at siteWe only advise the basic plumbing charge and nothing else as until the plumber is onsite, it is difficult to assertain if the plumbing is basic or additional work needs to be doneSo the customers told us they do not need the service from us but one they realized that it is beyond their expertise they called us to help them with the serviceWe sent the plumber / handy man at the earliest to do the job for the customerAs per the plumber / handyman he not only did the plumbing but a lot of additional work as requested by the customer / customer representative at the house and he directly charged that from the customerNow the customer is refusing to pay the balancy they owe usPlssee the attached documents and do the needful

Complaint: [redacted]
I am rejecting this response because:
The stone city installers were to be at our house initially at 9 AM. After several calls about delays they showed up at 7PM and proceeded to do the installation.  They put  no protective covers on the floor as they came back and forth from our back door to the office where the installation was being done.  They finished about 9PM. We commented on the seam in the granite and the irregular spacing along the wall.  He said the caulking should clear up when dry and the irregular spacing would be less noticeable.  We did not notice the spills on the floor or the glue/epoxy running down the wall under the desk top.  We noticed these the next morning when the sunlight came into the room.  We immediately brought this to the attention of stone city and they came out a few days later to look at it.  The epoxy was dribbled across the wood floor from the back door to the desk top where they had been working For the installation. He then stated that they did not think they did it.  We were told that his repair guy would come by and see if he could fix it.  He came and could not do anything with the epoxy and suggested having a floor guy look at it.  Several calls to stone city went unreturned until we got The owner's personal cell phone.  He said he would have his wood guy come look at it.  A week or so and a few more calls later he arrived he said he could do something but we might want to talk with the guy who installed it because of his knowledge of the wood and finish.  We contacted him and he gave us a high quote to repair.  We got two other bids for repair and chose the one we were most comfortable with.  Stone city had previously offered the two hundred dollar repair fee.  I said we would take it he said he would mail it.  We never received the check.  I then discovered we had a balance due on the original work.  Since the balance was approximately the same as the repair cost we called it even.  I got one voice mail about this and that was it so I assumed we were done.  I will not pay stone city any more for the damage they caused, and then denied.  I also did not want his wood guy working on my floor after I saw the quality of the granite installation.  So I think we are done with them and you can close this case.
Sincerely,
[redacted]

[redacted] has contacted Stone City and engaged Stone City for a countertop Job on 6/26/17.After that Stone City went to the house to do the Template (measure) and then install the Job and the job is completed.Pls find attached signed documents from the [redacted] household that the job is...

completed.The next day Mrs. [redacted] called and said that there was something that got spilled on the floor and some other issues of gap between the stone and the wall.The owner of Stone City went to the job site and inspected and mentioned to the family that the gap is there due to the wall not being straight and that on the floor, not sure what it is and who did it, as the installers said that they did not do anything and also they have the sign off sheet from the customer that everything looks good, but said will still send a guy to check it out and see if he can clean as part of our customer service.The guy scheduled went there and said that he is not sure what it is and that it is better a hardwood floor guy would be a better option to send out.Accordigly we contacted the [redacted] family and our Hardwood guy went out there and looked at it and said he will take care of it for $200.00I said that is fine but Mr. [redacted] called and said that he wants his guy to do it and it woudl cost $800 to fix it.We said either we can do it through our guy and we pay him or we pay Mr. [redacted]y $200 and he can get it fixed in his own way.[redacted] first said no and the put the complaint on Revdex.com and then a days later called back and said that he is ok to take the $200 and send a not to Revdex.com that it is taken care of and withdraw the complaint.I said ok and agreed to send the $200.00 by check to his home address.I came back to shop and verified his file to see that he still owes $635.41, so I wanted to tell him to deduct $200 and pay the balance.[redacted] is not answering the calls or returning our call.We are ready to abide by our agreement and give a credit to Mr. [redacted] for $200 and he can send the balance of $435.41 and we can close the file.

Mr. [redacted] contacted Stone City for a kitchen countertop and accordingly he selected a stone from us called crystal grey.We have only one variety of crystal grey in our yard and there is no variation at all.We installed the job and on that day the installer noticed that the seam piece is not...

aligning and he advised us to cut a new piece.At the same time we had a new machine installed at out place and we could not cut on the same day due to technical issues.However we got it done as soon as our machine got ready and installed the new piece and finished the job.The customer called us and said that the piece was not matching.The owner of the company [redacted] went in person and checked the job and found no variation at all and suggested to the customer that there is nothing different and also told them the same thing that we have only one batch of Crystal Grey and there is no variation at all. The customer's home is under construction and a lot of things were going on.After talking for a while the customer said I am not happy and threatened that they will leave bad reviews for us and complain to Revdex.com.We said that there is no problem at all here and there is nothing we can do to change anything as everything is in line with the industry work.Then the customer said as I am not happy I need a discount. Though there was nothing wrong with the stone, just to make the customer happy we asked him what he wants, he said he wanted the entire balance of $592.04 to be waived off, for which we did not agree, then he said he will sign off on the job if we give him 10% discount on the entire job which amounts to $236.81.Though we did not do anything wrong, just for customer satisfaction and to close the file we agreed and gave a special discount of $236.81.Pls. see attached doc where the customer signed off and paid in full after the discount. Customer insisted that we write paid in full on the document and kept a copy of it.All docs attached for your kind perusal.Pls. let us know if we need to send in any further information.

To, Revdex.com,Thank you for sending the complaint in the electronic form.We installed the job 07/02 and pls. see the attached inspection check list that the customer has signed.After the installation, when we called to collect the balance funds - (the customer has not even paid for the sink that they got ...

from us for a total value of $450.00  and the total balance the customer owes us is $1166.99) the customer started complaining that there is a problem on the stone.I was not in the country and my office scheduled me to go there after I come back to US.On the scheduled day I went to the house and just was about to inspect the piece, the customer just jumped on me yelling that the piece is broken etc and it needs to be taken out etc.I requested to give me a chance to inspect and I also offered to test it by using penetrating glue to see if it is broken or a fissure.The customer did not want me to do anything and started yelling at me and abusing me and told that we will hear back from her attorney.I told the customer that it is their house and if they dont want me to be there I cannot be there and left. We did not hear from them for all these months and when our office got in touch with them for balance funds again, now they started the Revdex.com complain.This clearly shows what kind of people we are dealing with. We care about our product and we are still willing to do anything and everything that is done in the industry. We need to inspect the piece and take care of it. Exotic stones do have fissures in them and sometimes appear like cracks but they are not. We stand behind our product not for a day or two but for the entire year. We would like to get a opportunity to check it out and do what is needed so the job is taken care of and our balance is paid.