Stone & Swift

Response to complaint from [redacted] ***: First of all , this complaint is so full of discrepancies, I'm not really sure how to respond to itWe have been measuring, manufacturing, and installing showers for over yearsWhen a customer is supplying their own measurements, they should supply us, not with the size of the pan, but the size of the opening before sheetrockWe then manufacture the pan with enough shrinkage to fit in the opening comfortablyThis greatly decreases the risk of breaking due to tight or out of square wallsA perfect fit will allow about 1/4" of play on all sidesHis shower was within these parametersEven if the shower pan had been an additional 1/2" short, it would not have required any modifications to make it workOur installers receive between to hours of trainingI do not know his qualifications, but our installers would know how to deal with this in their first week of trainingI don't know why he wouldn't carry the basic tools and equipment to deal with minor issuesThere was a complaint about scratchesWhen picking up a job, it is the customers responsibility to ensure that it is loaded, transported, and unloaded in such a way as to not cause breakage or scratchesOn the issue of amount of time and money spent on the supposed wall modifications , we could have accomplished this with $worth of shims and minutes laborTherefore, we feel the offer of $was extremely generousHe does not appear to be able to solve the most basic of building/remodeling issuesThe girls in the office have a combined years of cultured marble experience, but he was not willing to accept any of our professional adviceAs for the hour drive, we do not service his area and the agreement from the beginning, was for pickup onlyThat is not something that he learned after placing the orderIn closing, Killeen Marble has met all of our obligations in this matter and there will be no refundSincerely, [redacted] , CEO?

Response to complaint from *** ***: First of all , this complaint is so full of discrepancies, I'm not really sure how to respond to itWe have been measuring, manufacturing, and installing showers for over yearsWhen a customer is supplying their own measurements, they should supply us,
not with the size of the pan, but the size of the opening before sheetrockWe then manufacture the pan with enough shrinkage to fit in the opening comfortablyThis greatly decreases the risk of breaking due to tight or out of square wallsA perfect fit will allow about 1/4" of play on all sidesHis shower was within these parametersEven if the shower pan had been an additional 1/2" short, it would not have required any modifications to make it workOur installers receive between to hours of trainingI do not know his qualifications, but our installers would know how to deal with this in their first week of trainingI don't know why he wouldn't carry the basic tools and equipment to deal with minor issuesThere was a complaint about scratchesWhen picking up a job, it is the customers responsibility to ensure that it is loaded, transported, and unloaded in such a way as to not cause breakage or scratchesOn the issue of amount of time and money spent on the supposed wall modifications , we could have accomplished this with $worth of shims and minutes laborTherefore, we feel the offer of $was extremely generousHe does not appear to be able to solve the most basic of building/remodeling issuesThe girls in the office have a combined years of cultured marble experience, but he was not willing to accept any of our professional adviceAs for the hour drive, we do not service his area and the agreement from the beginning, was for pickup onlyThat is not something that he learned after placing the orderIn closing, Killeen Marble has met all of our obligations in this matter and there will be no refundSincerely,*** ***, CEO

Complaint: ***
I am rejecting this response because:1.) I'm a professional carpenter that has been in this business for years, I've designed and built many cultured marble showers working with Austin Countertops before they shut down their division.2.) I provided drawings to the "exact" measurement requirements necessary for this pan to fit in the space, it was not necessary for you to reduce any of my numbers to "fit" anything and you missed it by a half inch on one side and a quarter inch on the other, it wasn't even "square"I had already made deductions to have clearance, your additional deductions left this pan basically one full inch shy of the opening putting both sides of the flange inside the drywall dimensions at two ends. This is the "third" pan I have ordered from your company, the first two were exact to my specifications, no clearance deductions were made by your company, why that changed, I do not know3.) On the time and money spent, the job had to come to a dead stop, I had to drive miles one way to pick up two additional sheets of drywall to fur out so the panels would fit inside the pan, as well as, get a table saw to the job in order to rip strips of wood to finish out behind the panel edges, paint and caulk themThe only discrepancy here is the fact you didn't build the pan to specs and you don't know the troubles it created in making it work after the factThis was a full inch shy of what the opening was.4.) You are not placing any kind of dividers between your panels in the warehouse, you are standing them smooth face to smooth face in the warehouse and THAT sir causes scratching, you should have rolls of paper or paper sheets on site to protect your products and certainly provide them for customers, it's CHEAP insuranceI also have labor in getting the scratches out of these panels5.) Yes, I know you don't service this area, which is why when someone is driving hours to get your product you could have the sense to know that there can't be any screw ups6.) I asked for $store credit to solve your screw up and it was decided by your staff that my time wasn't worth $200, and get real, I know $store credit is MAYBE $out of your pocket in FUTURE labor and materialsOffering $is an insult to my intelligence, my experience, my time and my profession as a general contractorIn total of having to regroup, reassign, etc, we lost a day which is worth a hell of a lot more than $when I have to move a crew in mid job$store credit vsa likely total loss of time of about $400....yes $is an insult$which means to accept the screw up and make it up in the future by continuing to buy your product, apparently you don't value that factI did a half million in sales last year and my company is growing, I have two more bathrooms on the books right now and because of you, I sold them tile instead of cultured marbleI also have another bathroom in the bid process, there's is currently CM and I had them leaning to Granite Fusion...but now I've got to readdress this from this point having to go with a company out of Bryan.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:1.) I'm a professional carpenter that has been in this business for years, I've designed and built many cultured marble showers working with Austin Countertops before they shut down their division.2.) I provided drawings to the "exact" measurement requirements necessary for this pan to fit in the space, it was not necessary for you to reduce any of my numbers to "fit" anything and you missed it by a half inch on one side and a quarter inch on the other, it wasn't even "square"I had already made deductions to have clearance, your additional deductions left this pan basically one full inch shy of the opening putting both sides of the flange inside the drywall dimensions at two ends. This is the "third" pan I have ordered from your company, the first two were exact to my specifications, no clearance deductions were made by your company, why that changed, I do not know3.) On the time and money spent, the job had to come to a dead stop, I had to drive miles one way to pick up two additional sheets of drywall to fur out so the panels would fit inside the pan, as well as, get a table saw to the job in order to rip strips of wood to finish out behind the panel edges, paint and caulk themThe only discrepancy here is the fact you didn't build the pan to specs and you don't know the troubles it created in making it work after the factThis was a full inch shy of what the opening was.4.) You are not placing any kind of dividers between your panels in the warehouse, you are standing them smooth face to smooth face in the warehouse and THAT sir causes scratching, you should have rolls of paper or paper sheets on site to protect your products and certainly provide them for customers, it's CHEAP insuranceI also have labor in getting the scratches out of these panels5.) Yes, I know you don't service this area, which is why when someone is driving hours to get your product you could have the sense to know that there can't be any screw ups6.) I asked for $store credit to solve your screw up and it was decided by your staff that my time wasn't worth $200, and get real, I know $store credit is MAYBE $out of your pocket in FUTURE labor and materialsOffering $is an insult to my intelligence, my experience, my time and my profession as a general contractorIn total of having to regroup, reassign, etc, we lost a day which is worth a hell of a lot more than $when I have to move a crew in mid job$store credit vsa likely total loss of time of about $400....yes $is an insult$which means to accept the screw up and make it up in the future by continuing to buy your product, apparently you don't value that factI did a half million in sales last year and my company is growing, I have two more bathrooms on the books right now and because of you, I sold them tile instead of cultured marbleI also have another bathroom in the bid process, there's is currently CM and I had them leaning to Granite Fusion...but now I've got to readdress this from this point having to go with a company out of Bryan.
Regards,
*** ***

Response to complaint from [redacted]: First of all , this complaint is so full of discrepancies, I'm not really sure how to respond to it. We have been measuring, manufacturing, and installing showers for over 30 years. When a customer is supplying their own measurements, they should supply us,...

not with the size of the pan, but the size of the opening before sheetrock. We then manufacture the pan with enough shrinkage to fit in the opening comfortably. This greatly decreases the risk of breaking due to tight or out of square walls. A perfect fit will allow about 1/4" of play on all sides. His shower was within these parameters. Even if the shower pan had been an additional 1/2" short, it would not have required any modifications to make it work. Our installers receive between 1500 to 2000 hours of training. I do not know his qualifications, but our installers would know how to deal with this in their first week of training. I don't know why he wouldn't carry the basic tools and equipment to deal with minor issues. There was a complaint about scratches. When picking up a job, it is the customers responsibility to ensure that it is loaded, transported, and unloaded in such a way as to not cause breakage or scratches. On the issue of amount of time and money spent on the supposed wall modifications , we could have accomplished this with $1.60 worth of shims and 5 minutes labor. Therefore, we feel the offer of $100.00 was extremely generous. He does not appear to be able to solve the most basic of building/remodeling issues. The girls in the office have a combined 44 years of cultured marble experience, but he was not willing to accept any of our professional advice. As for the 1.5 hour drive, we do not service his area and the agreement from the beginning, was for pickup only. That is not something that he learned after placing the order. In closing, Killeen Marble has met all of our obligations in this matter and there will be no refund. Sincerely,[redacted], CEO