Good Afternoon [redacted] I am writing in regards to case ID [redacted] customer [redacted] ***We have reviewed our records regarding this accountWe feel that everything has been done correctly by StoneworksWe have decided to satisfy this customer we have adjusted the account to a zero balanceThank you for your attention in this matterTimothy M***General ManagerStoneworks NY
Stoneworks and [redacted] is aware of Mr***'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
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, to finish the installation This was all taken care of within 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, 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 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, 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 $Visa Gift card for their inconvenience
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 repairsThe company stated that they issued a 50% refund about 2-weeks ago and the consumer was allowed to keep the materialThe 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
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] ***
On Saturday July 25th Stoneworks came out to install the new counter topsRight 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 orderedI 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 didUpon removal of the counters that were installed incorrectly on May 13th I discovered that the original installer had cut a 1-deep cut into the base cabinet for the sink and did not tell me or even try to seal this cut upIf water or moisture was able to get into this cut it would destroy the cabinetThe 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 of the back splashesThe installer took the correct measurementsThe 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 himOn Fri July 31st I called General manager [redacted] to find out if they were coming on Saturday Aug1st 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'tOn satAug1st [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 6pmI told him I would rather do Sunday as I would be working on MondayAgain he said he would call back shortly which he never did I am sick and tired of this company's mistakes unprofessionalism and broken promisesI do not really like the color of these counters it does not go with the black sink or the brown tile I have already purchasedMy counters are about as basic as the come, I can not see why this is such a problem for themI have my own company and THIS IS NOT HOW YOU TREAT CUSTOMERS!
Good Afternoon [redacted] I am writing in regards to case ID [redacted] customer [redacted] ***We have reviewed our records regarding this accountWe feel that everything has been done correctly by StoneworksWe have decided to satisfy this customer we have adjusted the account to a zero balanceThank you for your attention in this matterTimothy M***General ManagerStoneworks NY
Stoneworks and [redacted] is aware of Mr***'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
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, to finish the installation This was all taken care of within 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, 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 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, 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 $Visa Gift card for their inconvenience
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 repairsThe company stated that they issued a 50% refund about 2-weeks ago and the consumer was allowed to keep the materialThe 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
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] ***
On Saturday July 25th Stoneworks came out to install the new counter topsRight 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 orderedI 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 didUpon removal of the counters that were installed incorrectly on May 13th I discovered that the original installer had cut a 1-deep cut into the base cabinet for the sink and did not tell me or even try to seal this cut upIf water or moisture was able to get into this cut it would destroy the cabinetThe 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 of the back splashesThe installer took the correct measurementsThe 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 himOn Fri July 31st I called General manager [redacted] to find out if they were coming on Saturday Aug1st 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'tOn satAug1st [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 6pmI told him I would rather do Sunday as I would be working on MondayAgain he said he would call back shortly which he never did I am sick and tired of this company's mistakes unprofessionalism and broken promisesI do not really like the color of these counters it does not go with the black sink or the brown tile I have already purchasedMy counters are about as basic as the come, I can not see why this is such a problem for themI have my own company and THIS IS NOT HOW YOU TREAT CUSTOMERS!