TC Discount Granite, LLC

I'm sorry to hear that the customer has rejected our offer to help with repairThis is NOT a warranty claimGranite doesn't just crack unless there was considerable stress appliedWhen we left the install, everything was perfectNo crack, no damage, nothing wrong with the stoneWe were contacted more then 6months after the install We can't be held responsible for something outside of our WarrantyIf a customer damages the product, it is not the responsibility of the contractor to fix the damageWe stepped up and offered to help, ( Customer Service and Good Will )We try to work with every customer, even if it isn't our faultLet me know if you have any questions.ThanksMark

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

Hello,To whom it may concern,On 11/we installed a Quartz countertop in the [redacted] residenceWe did not hear anything about issues on the job siteIn late January we received a call about rough spotsWe sent a repair team out on 2/3/to take care of each spotI had them also look at a dime size spot that Janet was describing as a defectQuartz is a man made product using natural stoneNo one ever told the [redacted] 's that there would be " NO variation in color" Hanstone states that the product will have some variation due to the use of natural stoneOn the original contract, it states that all claims must be made within daysWe strive for excellent customer service and sent out a technician even though the claim was made way after the daysThe Hanstone Rep went out to view the "defect" and said the color variation was part of the stoneWhen I spoke with him, he didn't mention anything about " working with the customer on price"He said that it was No warranty and that was it.We tried to work with this customer, I understand that they don't want to hear different news, but the Hanstone Rep denied the claim.We're slightly confused why this is surfacing years laterThe Claim was denied about a year ago.Let me know if you have any questions.ThanksManagement

Initial Business Response /* (1000, 5, 2015/04/22) */
To whom it may concernTC Discount Granite tore out existing tops and installed new tops We sent a packet of information on 3/with a very detailed explanation of the processAttached is the paragraph that details this entire situationWe
try to answer all questions in a professional manner and work with all of our customersWe did offer to replace the light plates that we broke during installationLet me know if you have any further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
TC Granite did send all of the information they suggested on 3/- which did not state we needed to completely remove the faucets...only disconnect them, which we didWe had them professionally disconnected, and all plumbing was disconnected in prep for the jobThe installers still took faucets, a miscp-trap (plumbing piece)...not to mention damaged the wall plateWe are most concerned about the plumbing faucets and p-trap - and are seeking reimbursement for those itemsThe instructions for the homeowner, while helpful, only suggested items needed to be disconnected - not removed
Final Business Response /* (4000, 9, 2015/04/30) */
I've attached the FAQ that she had received and acknowledged she receivedI highlighted the area and question that pertains to thisI'm not sure how one can be any clearer than thisWe told her from day that we would replace her outlet cover that was damaged and had no problem doing thatWe even offered to dumpster dive the day she called to look for her faucets but the dumpster had been switched out

TC Discount granite does respond to any and all complaintsWe take customer service very seriouslyWe are human and make mistakes, but as you can see, we paid for the damage to the cabinet and had a happy customer. The customer called a year after the installation to complain about
damage they createdIf a countertop is stable and used correctly, it would not have a crack appear a year laterWe stand behind our products and laborIf you purchase a brand new car and put a dent in it a year later, the manufacturer will not fix your dent for Free.I felt that as a good will gesture, we would help towards the cost of the repairThis was only a good will gesture, not a Warranty issueWe offered $to pay for the first hour or the trip charge of a repair personI feel that we have responded quickly and appropriatelyLet me know if you have any questions.ThanksMark

She got her refund so not sure what's she's talking about

I am rejecting this response because:
whoever wrote the response to my complaint is not being truthful...We DID notify them of our dissatisfaction DAYS after the installation and we were repeatedly put off until "next week"and...we WERE told that our entire countertop would look just like the sample we saw in the showroom...and it DOES, except for the defective lighter spot on the peninsula and the "chunk" that they broke off and attempted to repair.... OUR MISTAKE IS THAT WE WERE TOO PATIENT AND THAT WE TRUSTED MARK!!!

I am rejecting this response because:  I did not complain about a crack in the granite a year later.  It was installed in March, and I first called you guys in August.  After you did nothing from the call, I started to email you in September.  I complained 5 or 6 months after the installation, and the crack was there for a while before I complained.  TC Discount Granite does not even stand behind the granite they install for 6 months.  The cheapest countertops on the market would last much longer than this.  Mark [redacted] would likes to imply we somehow misused the counters which resulted in a crack.  We are well aware how to properly use a countertop.  I've owned many places with granite that's been there for years, and there's not a single crack.  They were sealed immediately as instructed and there has never been any sort of weight put on the counters.

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

Hello,To whom it may concern,On 11/6 we installed a Quartz countertop in the [redacted] residence. We did not hear anything about issues on the job site. In late January we received a call about rough spots. We sent a repair team out on 2/3/16 to take care of each spot. I had them also look at a...

dime size spot that Janet was describing as a defect. Quartz is a man made product using natural stone. No one ever told the [redacted]'s that there would be " NO variation in color" Hanstone states that the product will have some variation due to the use of natural stone. On the original contract, it states that all claims must be made within 5 days. We strive for excellent customer service and sent out a technician even though the claim was made way after the 5 days. The Hanstone Rep went out to view the "defect" and said the color variation was part of the stone. When I spoke with him, he didn't mention anything about " working with the customer on price". He said that it was No warranty and that was it.We tried to work with this customer, I understand that they don't want to hear different news, but the Hanstone Rep denied the claim.We're slightly confused why this is surfacing 2 years later. The Claim was denied about a year ago.Let me know if you have any questions.ThanksManagement

I'm sorry to hear that the customer has rejected our offer to help with repair. This is NOT a warranty claim. Granite doesn't just crack unless there was considerable stress applied. When we left the install, everything was perfect. No crack, no damage, nothing wrong with the stone. We were contacted more then 6months after the install.  We can't be held responsible for something outside of our Warranty. If a customer damages the product, it is not the responsibility of the contractor to fix the damage. We stepped up and offered to help, ( Customer Service and Good Will ). We try to work with every customer, even if it isn't our fault. Let me know if you have any questions.ThanksMark