Summit Granite Stone Design

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I’m not at all surprised by the fact that the owner did not respond to any of my complaints concerning the poor quality of workmanship of their fabricatorsBut how could she respond appropriately: she was completely out of touch and entirely removed from every point of interaction I’ve had with her company up until I requested a refund No, it was NOT a remnant that we reservedIt was a slab! When I first reserved my slab, I asked the sales rep if I could take a small sample home so that I could compare colors for painting my bathroomI was told that I could come back and take a sample once it gets cut into for other projectsMy entire vanity top is inches x inchesAnd so I was told that they would contact me if someone else pulled from my slab, which was highly probable since I had such a small job! I have proof from emailsOf course I can't verify that information personally with those sales reps because they don't work for the company anymore!!! That alone says it all! Your company screwed up royally by using too much of my slab for someone else’s project, and then you tried to do my small job with different colored remnants that were blatantly obvious even as the installers were carrying the pieces into my house! Your company lied to me about why I had a seem down the backsplash (you weren't afraid of it breaking! You ran out of material for an intact backsplash), and even your fabricator personally admitted to me that he was hoping I would not notice that the backsplash didn’t match my counter top AND YOU, THE OWNER, ADMIT IT TOO!!!HERE’S YOUR EMAIL THAT YOU SENT TO ME FROM MONTHS AGO WHERE YOU ACKNOWLEDGE ALL YOUR COMPANY’S MISHANDLING OF MY PROJECT: “Good Morning ***, After reviewing the project I want to apologize for any and all miscommunication's that have occurredWe are a company that prides ourselves in customer satisfactionAs a result of some issues with your project we would like to offer two solutions to you #We can re-make the vanity for you to the specifications you requested with no additional cost to you #We can refund the amount that was paid and pickup the granite that was installedOur contract states that we do not refund any amount, but we have made an exception for you, due to the circumstancesWe want to make sure you receive the best servicePlease let us know what works best for youThank You, [redacted] ***” I replied back asking for the refund, and then I call/email you for over weeks with NO REPLY asking where my refund is! Because this company is owned by expatriates from China, they have different morals and business etiquetteNamely, when they owe you a refund because they screwed up, they choose to be cowards and hide from you for as long as they can And then it leaves you no choice but to file a complaint with the Revdex.com And what happens next?? Because this company cares solely about their image AND NOT CUSTOMER SATISFACTION, they go out of your way to conjure up spiteful words to attack my character which are percent outlandish and completely false!! THE OWNER AND I HAD NEVER EVEN MET EACH OTHER UP UNTIL THAT POINT!! Ironically, when I first talked on the phone with you, the owner, just prior to your email, you told me that you had talked with your installers and your installers had told you that I had bought them coffee and donuts, and that we had conversed and were very pleasant with each otherYour installers even went out of their way to tell you that I was a "very nice guy", and you called me to relay that message to me because you felt bad about the mishandling of my project and wanted to helpWhy on earth would you then offer me a refund only to hide from me when I chose to redeem that refund rather than continue to do business??? And then, because I don't hear from you, I have to file a complaint with the Revdex.comKnowing that you are not from America, I decided to give you the benefit of the doubt despite your audacity to slander my character as some sort of twisted last ditch effort, and I even invite you to meet with me and talk about my project to reason with youI was holding my mo old son while talking to you after your ridiculous Revdex.com replyThank God, because I think I would’ve ripped my hair out with what came from that meeting: I show you the email you sent me several weeks earlier where you promise me a refundYour reply? You say to me in broken English that this email was not sent by you and that someone else must have sent it from your email addressWHAT COMPLETE HORSE***!!! I even tell you that I’m willing to notify the Revdex.com to never post our thread if you’d just be reasonable, follow through with your promise to give me my deposit backYou agree to finally refund me my deposit while talking in person, but only if I uninstall the vanity and bring it to your shop! Again, WHAT COMPLETE HORSE***!!! Again, thank god I was holding my infant at the time! At this point, I’m willing to completely dismiss all the nonsense you stated about me in your first Revdex.com reply because all I want is my refund backSo, I go to your office to return the vanity even though I’m just one person carrying this incredibly heavy piece of granite to my car to load up and drop off at your officeI drop off the piece, and you supposedly credit my credit cardTHEN, I get a new message from you on the Revdex.com telling me that I’m “inconsiderate and selfish” WHAT?!?!?! The owner’s behavior can be summed up with one word- bizarre! To all of SE Wisconsin: Stay away from this very un-American store! I simply don't trust these people...the sales reps, installers, and field measure tech are alright, but the fabricators and owners are one in the sameI’m rejecting the owner’s response until I see the credit of my deposit back in my account...And then, good riddance!!Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The message that [redacted] sent is a copy and paste of the email she sent me this morning So needless to say, she is once again cutting corners Her comments indicate that I am being picky and that is simply not the case She, herself, indicated their first install wasn't acceptable and then the next two installs weren't acceptable even to her own installers So this isn't a case of me being difficult this is a case of her cutting corners and not doing the job correctly The quality of her companies work is not acceptableI fully understand that granite is a nature stone and that there is variation but the granite her team installed yesterday isn't even a close match She has the ability to replace the two main pieces of granite with matching pieces but she is choosing to not do this Her own installer told his supervisor that would be the logical fix YET she cuts corners once again! Regards, [redacted]

Tell us why here...Dear Revdex.com,We made arrangement to refund ***'s $this morning, this should be the end of thatI would like to add that throughout this process, [redacted] proved himself inconsiderate and selfishI am glad to know that most of our customers appreciate our work and treat others with professional courtesy and respect.Sincerely,***

HiRevdex.com We did our best to match the seam and offered times cutting granite pieces to satisfy customerGranite is a natural stone, color varies and slabs are limited by the width they are cut at the quarryBecause of these factors, a counter of this length can never match perfectly Last week on June 30, we attempted to install the project but she did not like it because it did not 100% “match” colorWe then tried every piece of this stone to see if we could find the closest match for customerWe selected a piece that would be the best match and sceduled another date to come out and install We came back on 7/6/and she still did not like itWe matched the grain as she requested but she did not like the color even though it is from same bundle and same stoneWhen I was at her home in June, she signed off that you wanted to change the pieces to match the grain, even though I informed her that this was the best match in colorI discussed with you that each slab will have natural variations in color and patternDue to it being a natural material it can never be perfectly matchedyour I am afraid her expectations are beyond what the limits of granite can satisfyBecause Her kitchen layout and the physical limitation of a slab width, Kitchen project requires two different piecesThe physical limit of granite slabs are just not wide enough for one pieceHowever, the seams we cut are made with the latest state of the art technologyWe both have to work togetherAfter all, granite does not come off foot rolls like FormicaWe tried our best to provide her with the best service and used our knowledge to assist her.Sincerely, [redacted] ***

Revdex.com:
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.First off, we never signed off on the work We were out of town during the install and could not have signed off on the work That is why the balance was not paid My father signed the work order but told them he was not paying the balance until we (*** ***s) could inspect the work.Secondly, when *** *** of Summit came to the house, she agreed to taking the granite back and issuing a refund.Third, the workmanship is poor The counter leaks They are the expert, not us and if there was a problem with the back splash that should have been addressed before installation, not as an excuse as to why their workmanship is shoddy. Fourth, the granite is failing due to the outdoor elements It has severely faded and their are areas where it has chipped Before we purchased this particular granite we were told that this product would be great for outdoor use and we were also told that is was guaranteed (by the salesperson) Also, the contract came with a limited warranty
Regards,
*** ***

Revdex.com:
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
I wanted to let you know that I am still working with Summit granite on resolving my refund issueThe owner came out to my house early last week to note all the problems I had with my countertop installThey said they would be in touch with me soon to resolve the issue as they were very sympathetic to the problems I was having.I would like to keep my complaint thread open, however, in case for whatever reason I still have issues getting refundedit's been a few days now and I still have not heard back.Thank you,*** ***

Tell us why here...Dear Revdex.com,When *** came to our company in June, to select granite, he did not have exact measurements for his bathroom vanityHe only said, "about inches long." We had a partial slab in stock with the color he liked, so we tagged his name and he
placed a $deposit to hold the pieceWhen his project was finally ready, after months, he called us to get measurementsOn November 22, 2016, our measure technician arrived at the job siteWe made measurements for the vanity top but *** still had not decided what size he wanted for the backsplashWe came back to the job site a second time on December 5, 2016, and discussed his project and to make sure the measurements were correctThe installation took place on December 13, The vanity top was installed but *** did not like the seam on the backsplashA note about the seam and the backsplash, our fabricators make every effort to avoid seams but are constrained by the size of the slab or piece they have to work withA backsplash, because it sets vertical to the counter, often only appear to vary. That said, our installation team removed the backsplash and returned with a new pieceHowever, it had to be cut from a different slab*** again was not satisfied with the variation in the look of the backsplashI then offered *** to redo the vanity top to match the backsplashHe again refusedA note about granite, it is a natural stone surface and variations, even within the same slab, often occurThis is also noted on the contractI stand by our companies service for this jobWith only a $down payment, we stored his granite for months, went to the job site a total of times, offered every possible solution that any other customer would have been grateful forThe fact is, *** is not a reasonable person, lacks consideration for other people, and has no appreciation for the time, effort and service Summit Granite provided*** signed a contract, we provided a product and service and he owes Summit Granite the balance due. As stated on the contract, no refunds or returns. Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The message that [redacted] sent is a copy and paste of the email she sent me this morning.  So needless to say, she is once again cutting corners.  Her comments indicate that I am being picky and that is simply not the case.  She, herself, indicated their first install wasn't acceptable and then the next two installs weren't acceptable even to her own installers.  So this isn't a case of me being difficult this is a case of her cutting corners and not doing the job correctly.  The quality of her companies work is not acceptable. I fully understand that granite is a nature stone and that there is variation but the granite her team installed yesterday isn't even a close match.  She has the ability to replace the two main pieces of granite with matching pieces but she is choosing to not do this.  Her own installer told his supervisor that would be the logical fix.  YET she cuts corners once again!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The owner of Summit Granite is once again not telling the truth.  The following is the email I sent the day the granite was installed: From: [redacted] <[redacted]@gmail.com>Date: Wed, May 31, 2017 at 7:53 PMSubject: Re: Summit Granite Updated Contract - After MeasureTo: Madison Summit Granite <[email protected]>Bob-So as I am putting things back in our kitchen I am realizing the granite looks off. The granite is moving in different directions at the points where they attached the different sections. I have attached pictures. Because of where this is in the kitchen it is very obvious and makes the seam look even more noticeable. I am assuming this isn't the correct way to install. I look forward to hearing from you,[redacted]Sent from my iPhone [redacted]'s offer for 20% off to fix their mistake is a joke.  Why would I pay a company to fix the job this did poorly?  The owner has told us numerous times the current job is the best they are able to do because granite is a nature product.  So how would paying them more money mean it could be fixed?  Seems like once again she is making conflicting comments. 
Regards,
[redacted]

Tell us why here...Dear Revdex.com,We made arrangement to refund [redacted]'s $500 this morning, this should be the end of that. I would like to add that throughout this process, [redacted] proved himself inconsiderate and selfish. I am glad to know that most of our customers appreciate our work and treat others with professional courtesy and respect.Sincerely,[redacted]

Hi [redacted] and [redacted],I have discussed your concerns regarding your request  to return the granite counter top which we installed on July 22, 2015 with my partner. It was made very clear and is in writing that there are no returns, refunds or exchanges that will be made on the granite counter top...

after sales and installation. I recall, after you and your wife selected our granite and signed the agreement, you still come back and asked for an additional $1,000 discount. Then on the afternoon of the installation, you stated you were not happy with the seam. I come to your house twice with our service term to fix and repair these issues. I have picture to document and show the improvements. I also explained to you that you did not follow the correct order. By finishing the wall with tile first, prior to installing the granite, a very small gap was needed because of the two separate and distinct materials, and to compensate for the wall that is not perfectly straight. Considering the difficulty, the installation team did a remarkable job to minimize the gap. As I mentioned, it’s like putting on your shirt after you put your jacket on.We really want to be friendly and solve the problem because we do care about our customers. I explained in detail the effort our service team made to correct these issues. We are an honest business and every department, sales, fabrication, installation and management tries their hardest to make your project the best. Please try to be understanding and send the balance of payment.Sincerely,[redacted]

First of all, I would like to note that the customer signed the installation quality sheet and marked the yes box next to “installation satisfactory”. Also, I think it is appropriate to mention the customer seems to make a habit of using this “negotiation” technique to make improvements on his home without paying for them. I learned a flooring company had the same issue with this customer regarding their workmanship.Regarding a refund, the customer clearly misunderstood our conversation and interpretation of our contract. After installation on July 22 and signing the installation satisfactory agreement, the client did not make a payment for the $3200 balance. After contacting the customer, we made an appointment on 09/17/15 to review their complaint. Customer said they would not pay the final balance. I took pictures and told him this is was very beautiful work and addressed his concerns.  I also mentioned he did not follow the contract instructions by finishing the wall prior to the granite installation.  I did offer them an additional $200 off and if they paid the balance immediately or they would be billed for the remaining balance with interest There is nothing wrong with our work,  the stone slabs and size were exactly as the customer selected and wanted. I will fax you the paper work.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I’m not at all surprised by the fact that the owner did not respond to any of my complaints concerning the poor quality of workmanship of their fabricators. But how could she respond appropriately: she was completely out of touch and entirely removed from every point of interaction I’ve had with her company up until I requested a refund.  No, it was NOT a remnant that we reserved. It was a slab! When I first reserved my slab, I asked the sales rep if I could take a small sample home so that I could compare colors for painting my bathroom. I was told that I could come back and take a sample once it gets cut into for other projects. My entire vanity top is 48 inches x 24 inches. And so I was told that they would contact me if someone else pulled from my slab, which was highly probable since I had such a small job! I have proof from emails. Of course I can't verify that information personally with those sales reps because they don't work for the company anymore!!! That alone says it all! Your company screwed up royally by using too much of my slab for someone else’s project, and then you tried to do my small job with different colored remnants that were blatantly obvious even as the installers were carrying the pieces into my house! Your company lied to me about why I had a seem down the backsplash (you weren't afraid of it breaking! You ran out of material for an intact backsplash), and  even your fabricator personally admitted to me that he was hoping I would not notice that the backsplash didn’t match my counter top…AND YOU, THE OWNER, ADMIT IT TOO!!!. HERE’S YOUR EMAIL THAT YOU SENT TO ME FROM 2 MONTHS AGO WHERE YOU ACKNOWLEDGE ALL YOUR COMPANY’S MISHANDLING OF MY PROJECT: “Good Morning [redacted], After reviewing the project I want to apologize for any and all miscommunication's that have occurred. We are a company that prides ourselves in customer satisfaction. As a result of some issues with your project we would like to offer two solutions to you.  #1 We can re-make the vanity for you to the specifications you requested with no additional cost to you.  #2 We can refund the amount that was paid and pickup the granite that was installed. Our contract states that we do not refund any amount, but we have made an exception for you, due to the circumstances. We want to make sure you receive the best service. Please let us know what works best for you. Thank You, [redacted]” I replied back asking for the refund, and then I call/email you for over 6 weeks with NO REPLY asking where my refund is! Because this company is owned by expatriates from China, they have different morals and business etiquette. Namely, when they owe you a refund because they screwed up, they choose to be cowards and hide from you for as long as they can . And then it leaves you no choice but to file a complaint with the Revdex.com.  And what happens next?? Because this company cares solely about their image AND NOT CUSTOMER SATISFACTION, they go out of your way to conjure up spiteful words to attack my character which are 100 percent outlandish and completely false!! THE OWNER AND I HAD NEVER EVEN MET EACH OTHER UP UNTIL THAT POINT!! Ironically, when I first talked on the phone with you, the owner, just prior to your email, you told me that you had talked with your installers and your installers had told you that I had bought them coffee and donuts, and that we had conversed and were very pleasant with each other. Your installers even went out of their way to tell you that I was a "very nice guy", and you called me to relay that message to me because you felt bad about the mishandling of my project and wanted to help. Why on earth would you then offer me a refund only to hide from me when I chose to redeem that refund rather than continue to do business??? And then, because I don't hear from you, I have to file a complaint with the Revdex.com. Knowing that you are not from America, I decided to give you the benefit of the doubt despite your audacity to slander my character as some sort of twisted last ditch effort, and I even invite you to meet with me and talk about my project to reason with you. I was holding my 4 mo old son while talking to you after your ridiculous Revdex.com reply. Thank God, because I think I would’ve ripped my hair out with what came from that meeting: I show you the email you sent me several weeks earlier where you promise me a refund. Your reply? You say to me in broken English that this email was not sent by you and that someone else must have sent it from your email address. WHAT COMPLETE HORSE[redacted]!!! I even tell you that I’m willing to notify the Revdex.com to never post our thread if you’d just be reasonable, follow through with your promise to give me my deposit back. You agree to finally refund me my deposit while talking in person, but only if I uninstall the vanity and bring it to your shop! Again, WHAT COMPLETE HORSE[redacted]!!! Again, thank god I was holding my infant at the time! At this point, I’m willing to completely dismiss all the nonsense you stated about me in your first Revdex.com reply because all I want is my refund back. So, I go to your office to return the vanity…even though I’m just one person carrying this incredibly heavy piece of granite to my car to load up and drop off at your office. I drop off the piece, and you supposedly credit my credit card. THEN, I get a new message from you on the Revdex.com telling me that I’m “inconsiderate and selfish”…WHAT?!?!?! The owner’s behavior can be summed up with one word- bizarre! To all of SE Wisconsin: Stay away from this very un-American store! I simply don't trust these people...the sales reps, installers, and field measure tech are alright, but the fabricators and owners are one in the same. I’m rejecting the owner’s response until I see the credit of my deposit back in my account...And then, good riddance!!Regards,
[redacted]

HiRevdex.com We  did our best to match the seam and offered 2 times cutting granite pieces to satisfy customer. Granite is a natural stone, color varies and slabs are limited by the width they are cut at the quarry. Because of these factors, a counter of this length can  never match perfectly....

Last week on June 30, we attempted to install the project but she did not like it because it did not 100% “match” color. We then tried every piece of this stone to see if we could find the closest match for customer.. We selected a piece that would be the best match and sceduled another date to come out and install.   We came back on 7/6/17 and she still did not like it. We matched the grain as she  requested but she did not like the color even though it is from same bundle and  same stone. When I was at her home in June, she signed off that you wanted to change the pieces to match the grain, even though I informed her that this was the best match in color. I discussed with you that each slab will have natural variations in color and pattern. Due to it being a natural material it can never be perfectly matched. your I am afraid  her expectations are beyond what the limits of granite can satisfy. Because Her kitchen layout and the physical limitation of a slab width, Kitchen project requires two different pieces. The physical limit of granite slabs are just not wide enough for one piece. However, the seams we cut are made with the latest state of the art technology. We both have to work together. After all, granite does not come off 500 foot rolls like Formica. We tried our best to provide her with the best service and used our knowledge to assist her.Sincerely,[redacted]

We informed [redacted] since her warranty had expired, there would be a service charge of $150 for a technician to come to her home to examine her problem. Her installation was 2010 and is out of warranty. She did not want to pay this fee and threatened to call the Revdex.com id we did not...

fix this for free. When we informed her we could not do this, she hung up.

Tell us why here...To: Revdex.com and To whom it may concern, complaint #[redacted]  The 20% discount is double what we offer our professional contractors, it is not a joke. Regarding the project, I am proud of the craftsmanship; it was state of the art and our granite was installed professionally by our experienced technicians. Some clients prefer a more uniform stone when a splice is necessary; as opposed to the exotic granite this client chose. Again, I was genuinely trying to offer a solution to satisfy the customer. We at Summit Granite went out of our way to help this family with whatever we could do to try and please them. We went 3 times to their home with different selections but in the end, it was their dissatisfaction with the variation in the natural color of the granite they disliked. In addition, the customer was very unfair and unreseasonble as they maliciously attempted to destroy the name of our company and me personally on social media. We feel unfairly treated and I am personally offended. Sincerely,[redacted]