Surfacetone

Prior to the customer, *** ***, purchase, I
explained to her that creating a custom matched sample for a concrete
countertop was a process which could take some timeI explained that it would
incur time, labor, materials, and the use of technology specifically designed for
color
matchingIn order to have a custom sample made, I have to first send a
swatch to my installerIn turn, my installer sends it to my manufacturer in
*** to match the color through a spectrophotometer and create the liquid
pigment needed for the sample, which is then sent back to my installer to
create the final product In our
concrete countertop shop, we pay our non-union workers $per hourThe
amount I charged the customer was only a fraction of the costs we actually
incur to create a custom sampleThere is no profit made when we make samples
for clientsThe amount we charge the customer just cuts down on our total sample
production costsI did not indicate a final delivery date of the completed
sample, because there was no way of me knowing when exactly the process would
be completedOnce the customer paid for the sample, I sent my installer the
swatch and shortly thereafter he sent it to my manufacturerIn the middle of
the manufacturing process, I received an email on 3/17/from the customer’s
associate, *** ***, which stated: “we would like to cancel the
production of the sample and get reimbursed.” A representative of my company
then called Ms*** and explained that the sample was in the middle of
production and that we had never received a request to cancel a sample in the
middle of production before so this was an unusual request for our company to
handleAdditionally, it was explained to Ms*** that there already had
been time and labor spent on the production of the sample, which incurred costs
to our company, and because of these costs we would not be able to issue a
refundHowever, the customer’s party still requested that the sample be
cancelledI informed my installer that the customer no longer wanted the
sample, and our workers likely disposed of the product at that point in time
We have people in a workshop fabricating products for clients every dayWe
do not hold onto samplesOn 5/14/2015, *** *** sent me an email
demanding to know the whereabouts of the sample which she had requested to be
cancelled almost two months priorThis was the first time that the customer
requested to receive the sample after her previous request to cancel the sample
and receive a refundI was astonished that she would think that two months
after she requested to cancel the
sample, we would have still kept it for some reasonWe are extremely busy and
have multiple clients internationally, and several projects going on dailyOnce
I called for stop of production, we just moved onIt makes no sense that a
client could want to cancel then ask months later for the sampleWe make
samples for clients’ every day, and for custom samples a few weeks is the norm
We are backed up almost a year now on custom countertopsWe explained to the
customer numerous times that her request to cancel the sample came after the
sample was already in the middle of the manufacturing process, and thus had
already cost us time, labor and materials at the point which she asked to have
it cancelledThis is the first time in years that I have dealt with
something like thisWe do not have a refund policy for samples, and are not
inclined to issue refunds for services rendered that incur expenses to our
company

Prior to the customer, *** ***, purchase, I
explained to her that creating a custom matched sample
for a concrete
countertop was a process which could take some timeI explained that it would
incur time, labor, materials, and the use of technology specifically designed for
color matchingIn order to have a custom sample made, I have to first send a
swatch to my installerIn turn, my installer sends it to my manufacturer in
*** to match the color through a spectrophotometer and create the liquid
pigment needed for the sample, which is then sent back to my installer to
create the final product In our
concrete countertop shop, we pay our non-union workers $per hourThe
amount I charged the customer was only a fraction of the costs we actually
incur to create a custom sampleThere is no profit made when we make samples
for clientsThe amount we charge the customer just cuts down on our total sample
production costsI did not indicate a final delivery date of the completed
sample, because there was no way of me knowing when exactly the process would
be completedOnce the customer paid for the sample, I sent my installer the
swatch and shortly thereafter he sent it to my manufacturerIn the middle of
the manufacturing process, I received an email on 3/17/from the customer’s
associate, *** ***, which stated: “we would like to cancel the
production of the sample and get reimbursed.” A representative of my company
then called Ms*** and explained that the sample was in the middle of
production and that we had never received a request to cancel a sample in the
middle of production before so this was an unusual request for our company to
handleAdditionally, it was explained to Ms*** that there already had
been time and labor spent on the production of the sample, which incurred costs
to our company, and because of these costs we would not be able to issue a
refundHowever, the customer’s party still requested that the sample be
cancelledI informed my installer that the customer no longer wanted the
sample, and our workers likely disposed of the product at that point in time
We have people in a workshop fabricating products for clients every dayWe
do not hold onto samplesOn 5/14/2015, *** *** sent me an email
demanding to know the whereabouts of the sample which she had requested to be
cancelled almost two months priorThis was the first time that the customer
requested to receive the sample after her previous request to cancel the sample
and receive a refundI was astonished that she would think that two months
after she requested to cancel the
sample, we would have still kept it for some reasonWe are extremely busy and
have multiple clients internationally, and several projects going on dailyOnce
I called for stop of production, we just moved onIt makes no sense that a
client could want to cancel then ask months later for the sampleWe make
samples for clients’ every day, and for custom samples a few weeks is the norm
We are backed up almost a year now on custom countertopsWe explained to the
customer numerous times that her request to cancel the sample came after the
sample was already in the middle of the manufacturing process, and thus had
already cost us time, labor and materials at the point which she asked to have
it cancelledThis is the first time in years that I have dealt with
something like thisWe do not have a refund policy for samples, and are not
inclined to issue refunds for services rendered that incur expenses to our
company

Complaint: [redacted]
I am rejecting this response because: When I initially placed the order for the sample, the company was aware that I was on a timeline and made no mention of a 6+ week lead time. After the business relationship went sour with Surfacestone LLC, I hired another company to finish the project and that company was able to produce a custom color sample within 5 business days. When I asked to cancel the sample, [redacted] said that he had already paid for materials and that we couldn't get our money back but he also did not offer to give me the sample. He only became very defensive and very rude. I've never seen any proof that materials were actually purchased or that his crew actually spent any time on this project. It is also confusing that he would allow his team to discard of materials particularly when a client had already paid for them. If the sample were really in production and he "couldn't" refund the money, I don't understand why he wouldn't have offered to give me the sample and complete the task that I had paid for. Instead, he was rude and refused to give me a refund and never provided any product.
Sincerely,
[redacted]

As discussed, we do not have a refund policy for services rendered, such as samples for concrete countertops, that incur costs to our company. I stand by my original response.

Review: On May 15, 2015, I signed a contract with SurfaceTone LLC, DBA Pink's Concrete Design in [redacted] for the restoration of my stamped concrete driveway at [redacted]. The contract was for $2,400 and I gave them my check #[redacted] in the amount of $1,200 dollars dated May 19, 2015 as a deposit. My neighbor, [redacted] at [redacted] also contracted with them and has filed a separate complaint. The start and completion of the contract were to occur in May 2015 per the contract. There were delays due to weather, the company claiming unavailability due to other jobs at the time and unavailability on my part on two occasions. As the delays on their part continued I began keeping copies of e-mails where Pink's would send an e-mail or call to schedule a date for the work and then never call back to confirm nor show up. I would call them only to be promised another date with no follow up.

With the season for this type of work beginning to close and after being repeatedly put off or not contacted at all I requested a refund of my deposit around September 10.. I received no response. I sent an additional e-mail and called their office. I received no response to my e-mail nor my calls. On September 28, my wife spoke to Daniel D[redacted] of Pink's and was told we our refund request was being referred to their accountant. I also received a call from a Leslie (she refused to provide her last name) who identified herself as being with Pink's. She said they understood our concerns and that we would be getting a refund.

We did not hear anything at all from anyone related to Pink's and when I called no one would answer nor return calls. Around 10:30 AM on Monday, October 5, 2015, I received a call from Leslie again. She said it was unfortunate I wanted to cancel the contract but they had bought the materials and could not refund all the money. She also said they could do the work if I wanted them to but understood if we wanted to pursue cancelling the job. We however would have to go through their attorney because we had a contract. I told her that if they wanted to do the job that was fine but I expect a call before the day's to schedule a date. I also requested the contact information for their attorney. As of today, October 8, 2015 I have neither received a call to schedule the work nor their attorney's contact information.

I do have copies on e-mail correspondence, the signed contract and a copy of my deposit check

.

By the way, I saw a review yesterday on [redacted].com from someone having the exact same problem.Desired Settlement: I simply want a fair resolution to the matter of be done with this company. If they have purchased the materials I will pay for them. But as I told them , I would want a copy of the receipts showing when they were purchased and the price since I have no trust in anything they tell me. I would want a refund for the balance.

Review: I paid $300 for a concrete sample which I then never received. Several weeks went past without word about the sample at which point I asked to cancel and get a refund. The company refused to refund the money and never provided the sample. I followed-up on several occasions asking for either a full refund or sample and received only rude exchanges from the owner saying that he will not return my 'measly' $300.Desired Settlement: I would like my payment returned.

Business

Response:

Prior to the customer, [redacted], purchase, I

explained to her that creating a custom matched sample for a concrete

countertop was a process which could take some time. I explained that it would

incur time, labor, materials, and the use of technology specifically designed for

color matching. In order to have a custom sample made, I have to first send a

swatch to my installer. In turn, my installer sends it to my manufacturer in

[redacted] to match the color through a spectrophotometer and create the liquid

pigment needed for the sample, which is then sent back to my installer to

create the final product. In our

concrete countertop shop, we pay our non-union workers $31.25 per hour. The

amount I charged the customer was only a fraction of the costs we actually

incur to create a custom sample. There is no profit made when we make samples

for clients. The amount we charge the customer just cuts down on our total sample

production costs. I did not indicate a final delivery date of the completed

sample, because there was no way of me knowing when exactly the process would

be completed. Once the customer paid for the sample, I sent my installer the

swatch and shortly thereafter he sent it to my manufacturer. In the middle of

the manufacturing process, I received an email on 3/17/2015 from the customer’s

associate, [redacted], which stated: “we would like to cancel the

production of the sample and get reimbursed.” A representative of my company

then called Ms. [redacted] and explained that the sample was in the middle of

production and that we had never received a request to cancel a sample in the

middle of production before so this was an unusual request for our company to

handle. Additionally, it was explained to Ms. [redacted] that there already had

been time and labor spent on the production of the sample, which incurred costs

to our company, and because of these costs we would not be able to issue a

refund. However, the customer’s party still requested that the sample be

cancelled. I informed my installer that the customer no longer wanted the

sample, and our workers likely disposed of the product at that point in time.

We have 20 people in a workshop fabricating products for clients every day. We

do not hold onto samples. On 5/14/2015, [redacted] sent me an email

demanding to know the whereabouts of the sample which she had requested to be

cancelled almost two months prior. This was the first time that the customer

requested to receive the sample after her previous request to cancel the sample

and receive a refund. I was astonished that she would think that two months

after she requested to cancel the

sample, we would have still kept it for some reason. We are extremely busy and

have multiple clients internationally, and several projects going on daily. Once

I called for stop of production, we just moved on. It makes no sense that a

client could want to cancel then ask months later for the sample. We make

samples for clients’ every day, and for custom samples a few weeks is the norm.

We are backed up almost a year now on custom countertops. We explained to the

customer numerous times that her request to cancel the sample came after the

sample was already in the middle of the manufacturing process, and thus had

already cost us time, labor and materials at the point which she asked to have

it cancelled. This is the first time in 12 years that I have dealt with

something like this. We do not have a refund policy for samples, and are not

inclined to issue refunds for services rendered that incur expenses to our

company.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: When I initially placed the order for the sample, the company was aware that I was on a timeline and made no mention of a 6+ week lead time. After the business relationship went sour with Surfacestone LLC, I hired another company to finish the project and that company was able to produce a custom color sample within 5 business days. When I asked to cancel the sample, [redacted] said that he had already paid for materials and that we couldn't get our money back but he also did not offer to give me the sample. He only became very defensive and very rude. I've never seen any proof that materials were actually purchased or that his crew actually spent any time on this project. It is also confusing that he would allow his team to discard of materials particularly when a client had already paid for them. If the sample were really in production and he "couldn't" refund the money, I don't understand why he wouldn't have offered to give me the sample and complete the task that I had paid for. Instead, he was rude and refused to give me a refund and never provided any product.

Sincerely,

Business

Response:

As discussed, we do not have a refund policy for services rendered, such as samples for concrete countertops, that incur costs to our company. I stand by my original response.