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The French Quarry Inc.

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The French Quarry Inc. Reviews (5)

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

In response to complaint #[redacted], what follows is a general timeline and analysis of The French Quarry’s experience with Charles * A[redacted].  Also note the supporting attachments on this email.  The French Quarry received a Silestone countertop purchase order for Debbie...

Alger from [redacted] on 6/1/15.   The purchase order was for Mountain Mist Silestone and one topmount cutout in addition to the topmount cutout included with all orders. On 6/12/15 The French Quarry performed a field measure at the A[redacted] residence -[redacted]  At this time a very comprehensive information sheet and signoff is provided to the customer.  The customer is asked to ‘line item’ initial each area.  A copy of this signoff is left with the customer and one is also retained for The French Quarry’s records.  A customer signed copy has been attached to this email.  Among the many aspects of the job that this sheet covers is the practice that all topmount cutouts are made inside the house.  The reasoning behind this is that once the cutouts have been made the countertops are no longer able to be handled without breakage occurring.  Several methods are used to mitigate the dust exposure.  This is an industry standard. On 7/1/15 The French Quarry installed countertops at the Alger residence.  The job installed without any issue.  Copies of the completion signoffs are attached, including positive feedback by the customer.  No complaints about dust were made. On 7/28/15 The French Quarry performed a follow up call to the A[redacted].  It was noted by the customer at that time that some dust escaped our shop vacuum when the topmount cuts were made.  An offer was extended to the customer to have The French Quarry come out and clean any affected areas.  This offer was declined.  However Mr A[redacted] noted that one of his backsplashes appeared to be short, and he sent a photo depicting the shortage.  On 7/30/15 The French Quarry went out and installed a new backsplash that was approximately 1/4” longer than the old splash. The next contact in regards to the A[redacted] came from Stacey G[redacted], the regional [redacted] manager, in an email on 10/22/15.  We were informed that the A[redacted]s had complained about the dust generated by the topmount cutouts.  This was followed by a S[redacted] Claim letter on 10/26/15, and then a letter from the A[redacted] to [redacted] Corporate, forwarded to The French Quarry from [redacted].  A copy of the A[redacted]s letter is attached to this email.  This letter details the various and sensational complaints and issues the A[redacted] experienced during their entire remodel process.  Of note is the fact that their concrete flooring was “dry grinded” inside the home and that the concrete dust was “throughout the house.” Around 12/7/15, [redacted], The French Quarry’s insurance provider, began processing a claim filed by the A[redacted].  The exact nature of the A[redacted]s claim has never been made clear.  It seems to involve vague notions of compensation for unspecified medical bills both future and past, as well as hardship compensation and discounts/refunds for work performed at their home.  Upon their own investigation [redacted] has denied liability regarding the A[redacted]s claim as no adequate documentation of medical issues was provided to substantiate that claim. It is The French Quarry’s feeling that the A[redacted] were provided with excellent service throughout the install process.  They were comprehensively informed of what would occur in their home at the time of template, and our procedures were adhered to at the time of install.  The cabinet boxes were taped off below the countertop to create a “dust compartment” and a shop vacuum was used to intake the dust exhausted from that compartment as well as the dust coming from the grinder.  It is customary for some residual dust to occur during such a remodel process.  This was previously notated for, and signed off on by the A[redacted].  At the install completion the A[redacted] were pleased with the work and indicated such on their completion form.  Upon our follow up customer service call their concerns were immediately addressed and offers to clean any dust residue were declined.  Four months after our install, as a courtesy, The French Quarry and [redacted] provided comprehensive cleaning services for the A[redacted] home and duct work.  This occurred after their floors were removed and replaced – including the “dry grind(ing)” of their concrete, a process that had nothing to do with The French Quarry and occurred several months after the countertops were installed. The French Quarry takes our role in dust exposure, both in the long and short term, very seriously.  We go to great lengths to mitigate dust exposure in our fabrication facility as well as on the jobsite.  Installers and fabricators are provided respirators and particle masks and in affected areas their use is mandatory.  All this being said, it is the nature of a major remodel for some residual dust to occur.  This is commonly accepted in the industry and The French Quarry is very upfront about it. The A[redacted] are disputing an amount of $6200.00.  The purchase price of their countertops was $3412.00.  Further they ask for an open ended compensation for past and future medical expenses.  The French Quarry and [redacted] feel these claims are unfounded, unsubstantiated, and quite overreaching.  We have participated with [redacted] to provide courtesy cleaning that would above and beyond take care of any residual dust that we may have created.  With this The French Quarry feels that it’s obligation to good customer service and the A[redacted] in general has been met.   Nick G[redacted]Customer ServiceThe French Quarry[redacted] office[redacted] fax[redacted]

RE: Complaint ID #[redacted] The French Quarry’s position in regards to the A[redacted]s complaint is unchanged.  Further conversations with our insurer, [redacted] revealed that the A[redacted]s have provided no medical documentation to actually substantiate their claims, and that the claim representative’s investigation has found no liability on the part of The French Quarry.  The letter denying the A[redacted]s claim is attached.  As mentioned in The French Quarry’s initial response, the Agers’ were very pleased upon completion of the install and they noted as such on their signoff (attached).  They were also very well informed of all procedures as noted and initialed by them at our template appointment (attached).  Upon our follow up call, we responded immediately when notified that we had an inconsistent splash length, and our offers to address any concern about dust were declined.  Three months passed before any other contact occurred.  In this time the A[redacted]rs removed their own flooring and were in the midst of having concrete dry ground in their house.  The attached copy of the A[redacted]rs’ complaint letter to [redacted] indicates a general sense of dissatisfaction with their entire remodel experience.   The feedback in that letter regarding The French Quarry greatly contrasts their feedback surrounding the actual install. Their claims are sensational and at several points inaccurate. The French Quarry takes customer satisfaction and service very, very seriously.  We go to great lengths and expense to assure that our customers feel wonderful about their countertops each and every day they use them.  We are a company that thrives on positive feedback, referrals, and an overall happy customer.  Unfortunately, in this case The French Quarry feels that the A[redacted]rs are not satisfiable.  Claims for lifetime healthcare compensation, full refunds, and unheard of dollar amounts in punitive damages are unreasonable, inappropriate, and vastly over-reaching.  We don’t feel that it’s in the interest of good customer service or good business to appease such demands.  Nick G[redacted]Customer ServiceThe French Quarry[redacted] office[redacted] fax[redacted]

I fat fingered the amount as I was going to put 2600.00 for the amount. Sorry about that as I need to double check my writing.
I will accept the amount of 3412.00 as of which we paid but I do not accept their explanation of them cutting in my home and not cleaning it up.
When the A[redacted] called The French Quarry about environmental impact in our home and in our lungs the company said that they did not know of any. They do not require their employees to wear protective safety equipment. They did not said that the silica dust would go everywhere and it did. The French Quarry cut the counter tops in the my home and [redacted] requires them to cut outside the home. Silica dust was everywhere.
We did not turn The French Quarry away from cleaning out home as they refused to do so but [redacted] paid for the cleaning. I have had 4 round of antibiotics as I feel it is because of the silica dust that we had to clean up and we had to endure the dust thru out our home.
I inserted a picture of one pre-cut counter top and a picture of one round of antibiotics.
The French Quarry did have to come back to my home as they had to cut another back splash because it was 3/4 inch too short.
Bottom line is The French Quarry cut the counter tops in my home and they did not clean up under the countertops nor did they clean my home as dust was everywhere possible.

The install of two shower surrounds and two tile shower floors at the [redacted] Residence was contracted through [redacted], the general contractor for Mr. [redacted], on 11/19/15.  Throughout the process The French Quarry has encountered many challenges, both internal and external....

 While all of our slab and cladding surface work is executed with in house employees, we do subcontract tile work.  Unfortunately for all involved, a previously reliable and quality tile contractor failed to perform in an adequate of timely manner.  This contractor is no longer used by The French Quarry as a result.  After this delay, we brought out another contractor to expedite the tile areas which proved to be substandard.  Some areas of tile were removed due to inconsistent pitch, and some areas had to be removed so the general contractor’s plumber could reset his drains, as one was deemed to be clocked poorly and another was not level.  Following our initial delay, The French Quarry has responded to each of the general contractor’s tile concerns in a very timely manner.  It’s my understanding that an issue exists in the master bathroom shower.  We have been trying, with all flexibility, to arrange a meeting with the general contractor since 3/31/16 to attain an understanding of the issue, how it relates to the floor tile, and what we need to do to remedy it.  The general contractor has not been able to provide us a meeting time or any other information.     The material the homeowner chose for the shower wall cladding was [redacted].  This is a thin natural stone product which is adhered to a metal type of backer board.  It is a product with some limitations, one of which is size.  It comes in 60”X96” sheets.  The [redacted]’s house has approximately 97” tall ceilings.  The design on the shower called for a curbless shower floor with no buildup of the floor pan.  The detail on the shower also called for three vertical deco bands of tile, rather than horizontal.  This requires that the wall cladding material spans the entire distance from the floor to the ceiling.  The material chosen was simply not long enough to do this.  This fact was made abundantly clear to the general contractor at all points.  The French Quarry was told that the homeowner wanted the gap left by the too short material to be at the bottom of the wall, as they wanted clean lines at the ceiling with no trim of any kind.  We very strongly objected to that plan as it would greatly complicate the sealing and trim out of that gap.  We wanted leave the gap at the ceiling and fabricate and install a sort of crown molding to hide it.  The contractor insisted on their position and we installed the material as requested.   When it came time install some type of trim to cover the gap, we provided samples of color and material for the homeowner to approve.  Upon installation they decided that it was too thick and that they didn’t want it.  We then had a meeting with the general contractor to discuss options.  The French Quarry proposed beveling the existing material to lessen the thick appearance of the chosen quartz, or perhaps running the floor tile up to the bottom of the wall cladding.  The general contractor stated that those ideas were not feasible to the homeowner, and that the preferred option was to remove the existing material, cut the existing cladding, remove the backing material, and further cut the height of the wall cladding so the existing material could be recessed into the wall providing the appearance of a thinner material.  The French Quarry very strongly objected to this course of action.  We protested that it would compromise the watertight nature of the wall and that we would only be able to cut the wall cladding by hand, resulting in a less than perfect cut surface.  The general contractor insisted that it was the only course that would be aesthetically acceptable to the homeowner, and that they would take responsibility for the water issues should they arise.  We agreed that if we did cut the wall cladding to recess the trim material then there would be a +/- 1/8” variance in the cut.  Once again, the contractor insisted on their position and we did the work as requested. As previously stated this has been a very challenging project.  The French Quarry is not without fault regarding some of the issues.  We indeed fell short with our first tile contractor.  We regret how that hindered the schedule for both our company and other areas on the project, and hope that bringing in a new contractor has helped to mitigate any issues.  Unfortunately the sales representative noted in the complaint did not provide stellar customer service at all points.  There appears dissatisfaction regarding nature of the [redacted] material and the selection process.  It is incumbent upon the sales representative to provide the customer the opportunity or information required to select their material if it comes from an outside source. If no selection is made we use the material that the supplier provides, assuming that the client is familiar with what they are getting.  While it should be noted in this case that the mentioned “cracked” slabs are typical of that color [redacted] (they have fissuring running perpendicular to the colored veining), it is always prudent to know that the client has seen the material before it is fabricated and installed.  Our representative was taken off this job by the first of the year, and is no longer employed by The French Quarry.  In the larger picture, despite these shortcomings, we feel we have endeavored to provide exactly what the general contractor has asked for.  Against our better judgment we have deferred to their design and execution ideas, and now find it very disappointing to see the resulting issues framed as poorly performed work.  It appears that not everyone is on the same page in terms of what the facts are “on the ground.”  We have been waiting for four weeks to meet with the general contractor to gain a better understanding of what issues remain.  We would very much like to resolve anything that we have a part in, have our balance settled, and attain a sense of closure on this job. Nick G[redacted]Customer Service ManagerThe French Quarry[redacted] fax[redacted]

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Address: 2425 E. Rose Garden Lane, Phoenix, Arizona, United States, 85050-4603

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