Review: We contracted with Sudbury Granite and Marble to have new counter tops installed in our remodeled kitchen. According to their advertising they guarantee installation within 10 days (including Saturdays) that the customer meets a defined set of criteria. When we signed the contract it says in there "10 day install guarantee". When the sales-person pointed this out we believed it.When we met the criteria (Dec 14), they immediately scheduled installation for Dec 30 (12 days if holidays are excluded). When informed that this would miss the deadline they claimed Saturdays don't count, which is clearly against the terms of the contract both parties signed. The contract only specifies Sundays as days not counted toward the 10-day guarantee, saying nothing about weather, holidays or any other reason for missing the 10 days. We kept pressuring them to install on time and they ignored us.When the day of install arrived (already past the 10 day guarantee) inclement weather forced a cancellation. We expected install on the next day but were told it wouldn't be for another 5 days (Jan 7).On the new day of install, the installers brought the pre-cut slabs into the kitchen and set them into place. The installers didn't know that soapstone is not to be sealed, so they sealed it. The sink opening was cut incorrectly, with a slight taper in the front and back edges along approx. 5 inches.When we called to inquire about what they do to rectify missing their advertised, contractual 10-day guarantee, they were combative and argumentative. They tried to give many excuses for missing the deadline, none of which are allowed in the contract. When the office manager was unable to help, I called the headquarters and spoke to the owner. He was extremely rude, combative, argumentative, and hung up on me when I tried to ask him about recompense for the missed deadline.SUGGESTION: Take your money elsewhere! This company is solely focused on taking your money and will not address customer concerns.Desired Settlement: 10% refund.
Consumer
Response:
Review: 9946788
I am rejecting this response because:
Here is my point-by-point rejection response.
The 10-day installation guarantee: The holiday and inclement weather are not my concern. The guarantee provided states that every day except Sunday counts toward the 10-day installation guarantee. There are no exceptions listed for holidays or weather delays. Even if I were to accept the weather and holiday excuse, which the written guarantee does not mention, the 10-day installation guarantee was still missed. Let me repeat that: allowing for weather closure and holidays Sudbury still missed the installation guarantee. Based on their response to this information when it was presented in person, they never had any intention of honoring that guarantee.
The offer to repair: This offer was made previously and a manager of Sudbury explained to us that he would bring all the necessary tools to complete this repair. When the worker showed up he (1) had no idea what was going on, (2) had no tools to effect any repairs at all, (3) informed us he required a helper to do this and (4) would not be able to begin the repairs for several more days.
Offer of a discount: We are far past the stage where discounts are offered. We're now at the rebate stage due to incompetence in every aspect of this transaction; the guaranteed (in writing) deadline was missed, the fabrication was incorrect, the installation was incorrect.
You stand by your service: Based on every action taken in this transaction Sudbury does not stand by their products and services.
Sealed countertop: We already knew the soapstone would not be penetrated by the sealer. This is the reason we chose soapstone in the first place. This is not a small mistake and the removal is not superficial. If it were as superficial as Sudbury is trying to make it sound, the man sent to effect repairs would have been able to do himself that day. Having gone through the expense and effort of removing it, it is not superficial. This expense by us, the homeowners, is an additional reason Sudbury should rebate their botched services.
Sincerely,
Donald Senchuk
Business
Response:
We stand by our offer to correct the issues with the countertop. We do not offer discounts.
Review: We contracted with Sudbury Granite and Marble to have new counter tops installed in our remodeled kitchen. According to their advertising they guarantee installation within 10 days (including Saturdays) that the customer meets a defined set of criteria. When we signed the contract it says in there "10 day install guarantee". When the sales-person pointed this out we believed it.When we met the criteria (Dec 14), they immediately scheduled installation for Dec 30 (12 days if holidays are excluded). When informed that this would miss the deadline they claimed Saturdays don't count, which is clearly against the terms of the contract both parties signed. The contract only specifies Sundays as days not counted toward the 10-day guarantee, saying nothing about weather, holidays or any other reason for missing the 10 days. We kept pressuring them to install on time and they ignored us.When the day of install arrived (already past the 10 day guarantee) inclement weather forced a cancellation. We expected install on the next day but were told it wouldn't be for another 5 days (Jan 7).On the new day of install, the installers brought the pre-cut slabs into the kitchen and set them into place. The installers didn't know that soapstone is not to be sealed, so they sealed it. The sink opening was cut incorrectly, with a slight taper in the front and back edges along approx. 5 inches.When we called to inquire about what they do to rectify missing their advertised, contractual 10-day guarantee, they were combative and argumentative. They tried to give many excuses for missing the deadline, none of which are allowed in the contract. When the office manager was unable to help, I called the headquarters and spoke to the owner. He was extremely rude, combative, argumentative, and hung up on me when I tried to ask him about recompense for the missed deadline.SUGGESTION: Take your money elsewhere! This company is solely focused on taking your money and will not address customer concerns.Desired Settlement: 10% refund.
Consumer
Response:
Review: 9946788
I am rejecting this response because:
Here is my point-by-point rejection response.
The 10-day installation guarantee: The holiday and inclement weather are not my concern. The guarantee provided states that every day except Sunday counts toward the 10-day installation guarantee. There are no exceptions listed for holidays or weather delays. Even if I were to accept the weather and holiday excuse, which the written guarantee does not mention, the 10-day installation guarantee was still missed. Let me repeat that: allowing for weather closure and holidays Sudbury still missed the installation guarantee. Based on their response to this information when it was presented in person, they never had any intention of honoring that guarantee.
The offer to repair: This offer was made previously and a manager of Sudbury explained to us that he would bring all the necessary tools to complete this repair. When the worker showed up he (1) had no idea what was going on, (2) had no tools to effect any repairs at all, (3) informed us he required a helper to do this and (4) would not be able to begin the repairs for several more days.
Offer of a discount: We are far past the stage where discounts are offered. We're now at the rebate stage due to incompetence in every aspect of this transaction; the guaranteed (in writing) deadline was missed, the fabrication was incorrect, the installation was incorrect.
You stand by your service: Based on every action taken in this transaction Sudbury does not stand by their products and services.
Sealed countertop: We already knew the soapstone would not be penetrated by the sealer. This is the reason we chose soapstone in the first place. This is not a small mistake and the removal is not superficial. If it were as superficial as Sudbury is trying to make it sound, the man sent to effect repairs would have been able to do himself that day. Having gone through the expense and effort of removing it, it is not superficial. This expense by us, the homeowners, is an additional reason Sudbury should rebate their botched services.
Sincerely,
Donald Senchuk
Business
Response:
We stand by our offer to correct the issues with the countertop. We do not offer discounts.
Thank you.