The Granite Centre

[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.] Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

This is the outcome that we have wished for all along We just wanted an opportunity to complete the job We agree that this is a new year and we will put our best foot forward in terms of finishing the project I must say I do resent some of the more personal comments made by the customers about some of our representatives but in the spirit of the new year lets just move on and finish the project

Re the [redacted] Complaint: Essentially we did a custom shower for the [redacted] which was to include a custom glass shower enclosure When the tile work was completed the [redacted] called and were delighted with the project They went on and on with how nice it lookedThey asked that we move forward with measuring for the custom shower glass When we arrived for the measurement Ms [redacted] essentially ‘ambushed’ our owner with a litany of issues that were not previously addressed or known to our company (they acknowledged the term ‘ambush’ was the correct term at the time) There were a few agreed to punch items which were to be addressed at the time of the shower glass install....in order to not disrupt their lifestyle we wanted to consolidate trips We agreed with the [redacted] to ‘correct’ the small items in question at the time of the shower glass installation In fact we offered to allow another company to move forward with the glass (and to issue a credit) as they had another company come down to measure We felt that it was disrespectful to ask a vendor to drive over one hour only to get an estimate and we were willing to step aside for that issueThe [redacted] insisted that we move forward with the shower glass even after our proffer to step aside We scheduled with Mr [redacted] his shower glass installation for Sept2nd Since Mr [redacted] insisted the shower glass be installed that day we scheduled and sent a crew to his residence to install the shower glass When that was completed we had a different crew scheduled for the tile installationThis was proffered and agreed to by all parties Not only was it agreed upon but Mr [redacted] called no less than times the day of 9/to inquire about a schedule When our crew departed we called to inform him that they were on the way He was satisfied that they were en route to his residence The installation crew chief called explaining that Mr [redacted] was very upset That Mr [redacted] demanded they leave his property Confused, we immediately called Mr [redacted] to ascertain the cause He was not in a calm state of mind We attempted console and to explain the install procedure but he would have none of it He hung up the telephone We called back trying to explain the procedure He hung up Again Again Again Our crew departed for their next project When we called later we explained that if we were not allowed to finish the project as per our agreement that we would be forced to involve ‘third parties’ Mr [redacted] essentially verbally exploded with his wife complaining that he was on medical treatments(this card was played several times by Ms [redacted] to our complete confusion) Our company was charged for and paid a trip charge for three men and mileage both ways (Which Mr [redacted] must be invoiced for) When we called Mr [redacted] and reminded him that he demanded (three phone calls in hours) that our crew arrive he again hung up the telephone Obviously We would like to finish the job as planned and collect our final payment Money aside the blatant disrespect shown to us defies logic The idea of our company "taking advantage" of them based on their age is absolutely ridiculous and far fetched We tried everything we could to appease the [redacted] and quite frankly after the initial job was done, they were so happy with the "handyman" that they wanted him to build horse stalls on the side for them (essentially backdooring our company) after he finished the shower We do not take litigation lightly and that is the absolute final step we would take to collect a balance The jest of the situation is that the [redacted] wouldn't let us finish the job, they misled our forces into sending out a man crew from miles away which was a waste of time and money, and they simply would not communicate with us, period I find it odd that the first correspondence that I have heard of from them in months is this complaint, and I find it equally interesting that this complaint comes after they were contacted by our attorneys So now they want to communicate with our company, but unfortunately that time is passed and we have kept accurate and complete of records to validate with what we are saying here Please get in touch with [redacted] or [redacted] with any questions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below B.B.B ID # [redacted] December 20, S4"St.Louisville, Ky 40203Although, we do not agree with a large portion of the answer from The Granite Store, regarding our complaintWe feel it's time to move onWe respectfully, request that they make arrangements to have a tile expert to come to our home and repair our tile in the shower, then install the glass and light/ventAs per our contract.Upon a final Walk through of a completed project, as contractedWith both parties happy with the outcomeFinal payment of the balance due of:$2,will be paid in full with a cashier's check.This has been a nightmare for all concernedLet's start the new year on a clean slate.Sincerely, [redacted] & [redacted] CC: Atty: [redacted] E [redacted] & Atty: [redacted] Regards, [redacted]

[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.]
Revdex.com:
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr [redacted] is correct that the price was $ 2000.  The contract was July 13th with a 'estimated' installation date of 4 to 6 weeks dependent upon weather conditions, grave's soil settling and schedule.  Sadly our lettering agent's wife had a series of life-threatening setbacks...

including two serious surgeries.  My lettering agent was unable to leave her unattended for about 4 weeks due to her being fed through a GU tube and having direct infusions into her pancreas.  I explained to Mr [redacted] several times that as soon as possible the memorial would be lettered and installed.  He begrudgingly acknowledged and agreed to wait.  The last two weeks he became impatient and with luck the wife who was ill started to rebound from her latest surgery.  The stone was lettered and installed the weekend Prior to the complaint being given to your agency.  Total time from receiving payment to completion was 13 weeks....about 4 weeks past our 'estimated' install date.Rest assured that we understand well the emotion that one goes through in losing a loved one and wishing the grave marked in a professional & timely manner.  Our sincerest apologies go to Mr [redacted] and our regrets as well.  If we had chosen to have the stone lettered by someone with lesser skill I feel certain the temporary angst felt from being a few weeks late would be replaced by lasting disappointment of a job 'rushed' and not well done.The stone was lettered well and will stand the test of time.  We wish to thank Mr [redacted] again for his patronage and know that he can rest well with the knowledge the graves of his loved ones will stand the test of time.  I am glad to ask Rev [redacted] (our lettering agent) to send proofs of surgeries and medical reports if so requested.If there are any other issues that I am unaware of rest assured that I will address them promptly and completely.As a side note please understand that '[redacted], Inc' has no affiliation with 'Heartland Tile & Granite, Inc.  dba 'The Granite Centre'.  Separate entities with separate stock holders.Thank you,[redacted], Pres.[redacted], Inc.[redacted]

Re the [redacted] Complaint:  Essentially we did a custom shower for the [redacted] which  was to include a custom glass shower enclosure.  When the tile work was completed the [redacted] called and were delighted with the project.  They went on and on with how nice it looked. They...

asked that we move forward with measuring for the custom shower glass.  When we arrived for the measurement Ms [redacted] essentially ‘ambushed’ our owner with a litany of issues that were not previously addressed or known to our company.  (they acknowledged the term ‘ambush’ was the correct term at the time).  There were a few agreed to punch items which were to be addressed at the time of the shower glass install....in order to not disrupt their lifestyle we wanted to consolidate trips.  We agreed with the [redacted] to ‘correct’ the small items in question at the time of the shower glass installation.  In fact we offered to allow another company to move forward with the glass (and to issue a credit) as they had another company come down to measure.  We felt that it was disrespectful to ask a vendor to drive over one hour only to get an estimate and we were willing to step aside for that issue. The [redacted] insisted that we move forward with the shower glass even after our proffer to step aside.    We scheduled with Mr. [redacted] his shower glass installation for Sept. 2nd.   Since Mr [redacted] insisted the shower glass be installed that day we scheduled and sent a crew to his residence to install the shower glass.  When that was completed we had a different crew scheduled for the tile installation. This was proffered and agreed to by all parties.   Not only was it agreed upon but Mr. [redacted] called no less than 3 times the day of 9/2 to inquire about a schedule.  When our crew departed we called to inform him that they were on the way.  He was satisfied that they were en route to his residence.   The installation crew chief called explaining that Mr [redacted] was very upset.  That Mr [redacted] demanded they leave his property.  Confused, we immediately called Mr [redacted] to ascertain the cause.  He was not in a calm state of mind.  We attempted console and to explain the install procedure but he would have none of it.  He hung up the telephone.  We called back trying to explain the procedure.  He hung up.  Again.  Again.  Again.  Our crew departed for their next project.  When we called later we explained that if we were not allowed to finish the project as per our agreement that we would be forced to involve ‘third parties’.  Mr [redacted] essentially verbally exploded with his wife complaining that he was on medical treatments. (this card was played several times by Ms [redacted] to our complete confusion).   Our company was charged for and paid a trip charge for three men and mileage both ways.  (Which Mr [redacted] must be invoiced for).   When we called Mr [redacted] and reminded him that he demanded (three phone calls in 4 hours) that our crew arrive he again hung up the telephone.  Obviously We would like to finish the job as planned and collect our final payment.  Money aside the blatant disrespect shown to us defies logic.  The idea of our company "taking advantage" of them based on their age is absolutely ridiculous and far fetched.  We tried everything we could to appease the [redacted] and quite frankly after the initial job was done, they were so happy with the "handyman" that they wanted him to build horse stalls on the side for them (essentially backdooring our company) after he finished the shower.  We do not take litigation lightly and that is the absolute final step we would take to collect a balance.  The jest of the situation is that the [redacted] wouldn't let us finish the job, they misled our forces into sending out a 3 man crew from 30 miles away which was a waste of time and money, and they simply would not communicate with us, period.  I find it odd that the first correspondence that I have heard of from them in 3 months is this complaint, and I find it equally interesting that this complaint comes after they were contacted by our attorneys.  So now they want to communicate with our company, but unfortunately that time is passed and we have kept accurate and complete of records to validate with what we are saying here.  Please get in touch with [redacted] or [redacted] with any questions.

This is the outcome that we have wished for all along.  We just wanted an opportunity to complete the job.  We agree that this is a new year and we will put our best foot forward in terms of finishing the project.  I must say I do resent some of the more personal comments made by the customers about some of our representatives but in the spirit of the new year lets just move on and finish the project.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
B.B.B ID #[redacted]December 20, 2016844. S. 4"St.Louisville, Ky 40203Although, we do not agree with a large portion of the answer from The Granite Store, regarding our complaint. We feel it's time to move on. We respectfully, request that they make arrangements to have a tile expert to come to our home and repair our tile in the shower, then install the glass and light/vent. As per our contract.Upon a final Walk through of a completed project, as contracted. With both parties happy with the outcome. Final payment of the balance due of:$2,694.00 will be paid in full with a cashier's check.This has been a nightmare for all concerned. Let's start the new year on a clean slate.Sincerely,[redacted] & [redacted]CC: Atty: [redacted] E. [redacted] & Atty: [redacted]
Regards,
[redacted]