Stoneworks LTD., Inc

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Quite a bold response from the GM knowing the issue isn't even resolved yet.Firstly, the issue of the perfect match differing from the actual granite wasn't addressedThe orange streaking from top to bottom on the right side of the sink is still there, sticking out like a sore thumb. Secondly, the installer Kevin admitted that it wasn't properly sealed the first time and wasn't sure he was going to get the staining out where the soap was, yet in reply Stoneworks implied it was my fault for ordering the type of granite that I didJust a ridiculous statementKevin even had to borrow my baking soda in a "hail mary" attempt to try to get the staining out and we will know more Monday when it is removed if it even workedWhen they come out Monday it will be the third time they have come out after the initial installThird time wasting my day because of negligence. So I have granite a month old with staining and orange streaking on it and it's the customers fault for ordering the type of granite that I didGot itGreat company to work withOnline reviews and possible legal action will be explored accordingly unless this is immediately resolved.
Regards,
*** ***

thank you for the letter about the Barlow project.Being newer to the Stonework organization I do not have all the specifics on the project prior to July.Our Measure, Production and Install lead time vary due to the number of orders soldDuring Spring, Summer and then late fall months we tend to get
busy, normally lead times on projects are 2-weeks.Our Field Measure does not communicate lead times at template, it is dependent on multiple variables that only the operations team can accurately predict or give detail.It is frustrating that the customer was told by voicemail on the timing of the install… Installs are normally schedule between 8-and 12-I could see a voicemail being left saying they were 1st stop and your about an hour away or so so maybe that is where the 9am time was given… pretty difficult in this business to give exact times, due traffic, vehicle issues, or just employees getting here on timeWe strive to be better but that is why we give windows, better to set a realistic expectation than be wrong.Looks like we had a communication issue on the front side of the project, leaving a voicemail never lets us explain the process better.As for the stainingWe were out at the job site Tuesday 9-to look at the concernWe were notified by *** *** Friday 9-1, about the concern and scheduled as soon as possible.the stone they selected is very porous, we resealed the tops on Tuesday and our field tech reviewed the staining area, his opinion was that it looked like some kind of soap or oil that was staining the countertop.We applied a stain removing agent that take time to work, we are looking to schedule around the 11th to remove the stain remover and reseal if needed.As for the compensation, we are not willing to give any money back as we are still trying to identify the source of staining, but we do not warranty the materials, that is another companyWe only cut and install the product.Regards,Chip G***GM

Customer was originally installed on Thursday, December 3rd,
2015, the install crew took the wrong sink with them at the time of
installation.  The customer was notified
and told that we were working on a solution to get the sink installed.  The customer was supposed to have...

plumbing
reconnected the next day, December 4th.  However because the wrong sink was on site
the plumber couldn’t complete the job.  We did install the sink on Friday, December 4,, 2015, and arranged for the plumber to go back out on Saturday, December
5, 2015 to finish the installation.  This
was all taken care of within 48 hours of the original installation.  There was a problem with a small piece of material that went
next to the stove that had a stain on it, which the install team tried to
remove with a poultice.  This did not
work, so the customer was told we would have to remake the piece.  Because of the weekend, we called them back
on Monday, December 7, 2015, after locating material that was used for their
project, and informed them that we would be out there on Tuesday, December 8,
2015 to install.  The customer told us that
would be fine however; it had to be after 3:30pm.  Again, taking the weekend out of the equation,
this was handled within 72 hours of the original installation date.  The customer did also read and sign off on
the “What to Expect Form” that is required for each customer, (see attached).  Management responded in a timely manner and
feels that compensation is not warranted.   I spoke with the customer on the morning of Tuesday, December
15, 2015.  She was upset that no one had
gotten back to her about her request for compensation.  Unfortunately, our General Manager at the
time the request was originally submitted was hospitalized and was not
available to discuss her situation.  I
went on to tell her that I would get hold of the salesperson that was
overseeing her request at the time and review it with Management and get back
to her by the end of the day.  The
customer agreed.  I did call the customer
at 4:55pm at the end of the day and gave her the decision by Management.  Management would like to offer the customer a
$25.00 Visa Gift card for their inconvenience.

On Saturday July 25th Stoneworks came out to install the new counter tops. Right away I noticed the color was different, not even close to what I had ordered the new counters are a lot lighter than the Toffe I ordered. I called Stoneworks general manager [redacted] and informed him of the color difference, he said to let them install it and see what I think and maybe we could work something out with the price, so I did. Upon removal of the counters that were installed incorrectly on May 13th I discovered that the original installer had cut  a 1-2 deep cut into the base cabinet for the sink and did not tell me or even try to seal this cut up. If water or moisture was able to get into this cut it would destroy the cabinet. The installer they sent this time was great and he was able to get the counters completely level without much problem at all.  Unfortunately I can not say the same for the guy who measured because the little counter was to small as well as 2 of the back splashes. The installer took the correct measurements. The following Monday Stoneworks supervisor [redacted] called and said they would get the new pieces cut and get them installed later in the week, never heard back from him. On Fri July 31st I called General manager [redacted] to find out if they were coming on Saturday Aug. 1st to finish, he asked if Sunday would work I told him no, and he said he would call me back in ten minutes he didn't. On sat. Aug. 1st [redacted] called saying he couldn't get anyone out today and again asked about Sunday, I told him I could do Sunday morning at 9am,  he asked about Monday after 6pm. I told him I would rather do Sunday as I would be working on Monday. Again he said he would call back shortly which he never did.  I am sick and tired of this company's mistakes unprofessionalism  and broken promises. I do not really like the color of these counters it does not go with the black sink or the brown tile I have already purchased. My counters are about as basic as the come, I can not see why this is such a problem for them. I have my own company and THIS IS NOT HOW YOU TREAT CUSTOMERS!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Telephone response obtained from the company as followsThe company stated that they have made attempts to address the issue however the consumer would not allow them to make the repairs. The company stated that they issued a 50% refund about 2-3 weeks ago and the consumer was allowed to keep...

the material. The company stated that they are still willing to issue a refund of the other 50% but the consumer will have to return the material and remove negative social media content.

Good Afternoon [redacted]I am writing in regards to case ID [redacted] customer [redacted]. We have reviewed our records regarding this account. We feel that everything has been done correctly by Stoneworks. We have decided to satisfy this customer we have adjusted the account to a zero balance. Thank...

you for your attention in this matter. Timothy M[redacted]General ManagerStoneworks NY

Stoneworks and [redacted]  is aware of Mr. [redacted]'s situation and would like nothiing better than to get his counter tops corrected.  However; because his material is not a stock color, there is a time element that has to be considered to get material in house to fix his problem....

 Currently it would take to the middle of next week to get material on site to accomplish this, as which time Mr. [redacted] would be invited to view the slabs before we cut them, if he chooses, and schedule him for installation.