The Crocodile Lounge

Initial Business Response / [redacted] (1000, 5, 2016/05/21) */ I am sorry to hear about Mrs [redacted] experience.The error on backsplash was acknowledged and was fixed as soon as we received material to remake itThe year sealer was out of stock with our supplier and we had advised customer that it is something that's totally out of our control and offered refund as an alternative.I had also let customer know that her counter tops were completely sealed and Atlas would take responsibility for any stains incurred till the time permanent sealer arrivedWe did manage to get one kit shipped to us from overseas and have completed the required permanent sealing on May/20/The technician has made a note of silicone colour and will go back to job site on Tuesday May 24th to re do the silicone as per customer requestI have been personally in touch with Mrs [redacted] during the whole process and have offered her our apology for the delay even though it was an unforeseen circumstance Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is now May The silicon has not been addressedI have been made promises everyday for the last week that it will be done either that day or tomorrowThis morning I received a call from a technician that he was on the way(although he did have to ask what he had to do to complete the job); a half hour later another callAnother job has priority and he has to go there, then if he has time he'll start looking for the required silicon and then if there is time he will do the jobI have spent uncountable days waiting at home under similar circumstances throughout this job; however, this man had the courtesy to at least call to say he was actually not on his way to our house [redacted] Final Business Response / [redacted] (4000, 9, 2016/06/13) */ The silicone has been fixed and the counters have been sealedCustomer didn't like the sink which she had picked and we have forwarded manufacturer & suppliers information to customer so as she can address her concerns directly with them [redacted] Customer wanted a written warranty for sealer and has been advised that she will have to register it directly online with manufacturer as warranty has to be in her nameThere has been a recent takeover of the sealer supplying company so we are waiting for a confirmation for steps to register and will forward to customer once we have it Final Consumer Response / [redacted] (4200, 11, 2016/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has finally addressed most issues (except for the sealant warranty)However, the service was unsatisfactoryIt took 1/months from placement of the order until the job was completedI know it is only at this stage because I called and texted dozens of times but MAINLY because I made this complaintOnly after this complaint was received was there any action by the company to complete the jobI think potential customers should know that although this company has good stone products and competitive pricing their service and attitude to customers leaves much to be desired

Re: Case # [redacted] - [redacted] Thank you for getting back to me in regards to this matterAfter looking into this, here is a brief outline of the situation and hopefully we can have this resolved for the homeowner.The contract was signed with Atlas Granite Incand the payment was made to Atlas Granite Inc., the work itself was contracted out to a contractor who did the InstallAs noted and Initialed by yourself (homeowner) it does say that you do have hours to notify us of any concernsUnfortunately the concern was never relayed to us by the contractor nor yourselfThis is why there was lack of communicationEmail dated July was the first of hearing of this ordeal.In good faith we would like to offer the original amount that was discussed between the contractor and yourself of $The contractor is no longer with Atlas Granite Inc.Or we can use it towards a credit to another upcoming project Please advise as to which direction you would like us to proceeded with, I can assist [redacted] in any upcoming jobs if you wish

We install farm/apron sinks on a regular basis and sink cut out requirements vary all the timeSome customers want it flush with counters, others want it flush with cabinets or extended out from counters and quite a few other optionsPlease see attached install specs and the highlighted part shows that there is no template provided by manufacturer for these sinks as it is up to home owner or builder to make final decision as to how they would like the final position of the sinkIt was advised to customer to have sink installed in place before template due to variety of install options but unfortunately that was not done by customerOur tech had shown home owner all different options included the one recommended by manufacturer Home owner had selected and signed off the final option and we had proceeded as per her instructionsAt this time unfortunately we don't think that Atlas is at fault as we have cut and installed the product as per customer's decision

Again, as I have stated previously, the person I spoke to on the phone, the day he took the measurements, was to leave it with a 1/4" reveal from the countertopNot flush but 1/4" beyond the countertopHe said he understood me that this is what we wantedThe hand drawn measurements that were signed by my mother in law, who is not familiar with what the measurements should even look like, relied on the expertise of the person taking the measurementThe argument you have stated repeatedly is that she signed off on the measurementsThis is not a good argumentUnless the person is in a field of countertop measuring or even something remotely similar, they are not going to know what those measurements even meanSo to argue that because she signed a piece of paper that has, for lack of a better term, scribbles on it is in my opinion a poor argument. I feel we are going back and forth on this and I would like a resolution to this as soon as possibleThank you.*** ***
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Unfortunately on farm sinks there is no set rule of revealThey can be installed in number of different ways flush to the counter top , flush to cabinet, anywhere in betweenIt always depends upon customer as to where they would like it to be positionedWe always ask customer to meet us on
job site at time of templateOn this job the home owner did sign off on the requested position of sink. ** *** * *** *** ** *** *** *** ** *** *** ** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** Also usually there is a wait of couple of weeks between template and install so complainant had sufficient time to request custom placement of sink but we were not notified about it.Since we have fabricated and installed the sink exactly as per customer's requirement we will be unable to offer any refund

Re: Case # [redacted] - [redacted] Thank you for getting back to me in regards to this matter. After looking into this, here is a brief outline of the situation and hopefully we can have this resolved for the homeowner.The contract was signed with Atlas Granite Inc. and the payment was made...

to Atlas Granite Inc., the work itself was contracted out to a contractor who did the Install. As noted and Initialed by yourself (homeowner) it does say that you do have 24 hours to notify us of any concerns. Unfortunately the concern was never relayed to us by the contractor nor yourself. This is why there was lack of communication. Email dated July  2016 was the first of hearing of this ordeal.In good faith we would like to offer the original amount that was discussed between the contractor and yourself of $100.00. The contractor is no longer with Atlas Granite Inc.Or we can use it towards a credit to another upcoming project.  Please advise as to which direction you would like us to proceeded with, I can assist [redacted] in any upcoming jobs if you wish.

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.
Sincerely,
[redacted]

We install farm/apron sinks on a regular basis and sink cut out requirements vary all the time. Some customers want it flush with counters, others want it flush with cabinets or extended out from counters and quite a few other options. Please see attached install specs and the highlighted part shows that there is no template provided by manufacturer for these sinks as it is up to home owner or builder to make final decision as to how they would like the final position of the sink. It was advised to customer to have sink installed in place before template due to variety of install options but unfortunately that was not done by customer. Our tech had shown home owner all different options included the one recommended by manufacturer . Home owner had selected and signed off the final option and we had proceeded as per her instructions. At this time unfortunately we don't think that Atlas is at fault as we have cut and installed the product as per customer's decision.

Initial Business Response /* (1000, 5, 2016/05/21) */
I am sorry to hear about Mrs [redacted] experience.The error on backsplash was acknowledged and was fixed as soon as we received material to remake it. The 15 year sealer was out of stock with our supplier and we had advised customer that it is...

something that's totally out of our control and offered refund as an alternative.I had also let customer know that her counter tops were completely sealed and Atlas would take responsibility for any stains incurred till the time permanent sealer arrived. We did manage to get one kit shipped to us from overseas and have completed the required permanent sealing on May/20/2016. The technician has made a note of silicone colour and will go back to job site on Tuesday May 24th to re do the silicone as per customer request. I have been personally in touch with Mrs [redacted] during the whole process and have offered her our apology for the delay even though it was an unforeseen circumstance.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now May 30. The silicon has not been addressed. I have been made promises everyday for the last week that it will be done either that day or tomorrow. This morning I received a call from a technician that he was on the way(although he did have to ask what he had to do to complete the job); a half hour later another call. Another job has priority and he has to go there, then if he has time he'll start looking for the required silicon and then if there is time he will do the job. I have spent uncountable days waiting at home under similar circumstances throughout this job; however, this man had the courtesy to at least call to say he was actually not on his way to our house. [redacted]
Final Business Response /* (4000, 9, 2016/06/13) */
The silicone has been fixed and the counters have been sealed. Customer didn't like the sink which she had picked and we have forwarded manufacturer & suppliers information to customer so as she can address her concerns directly with them. [redacted] Customer wanted a written warranty for sealer and has been advised that she will have to register it directly online with manufacturer as warranty has to be in her name. There has been a recent takeover of the sealer supplying company so we are waiting for a confirmation for steps to register and will forward to customer once we have it.
Final Consumer Response /* (4200, 11, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has finally addressed most issues (except for the sealant warranty). However, the service was unsatisfactory. It took 4 1/2 months from placement of the order until the job was completed. I know it is only at this stage because I called and texted dozens of times but MAINLY because I made this complaint. Only after this complaint was received was there any action by the company to complete the job. I think potential customers should know that although this company has good stone products and competitive pricing their service and attitude to customers leaves much to be desired.