Top Priority

Complaint: [redacted] I am rejecting this response because: Top Priority's operations manager, Eddie R [redacted] ', characterization of the events was inaccurate and, at times, dishonest Eddie rarely followed up with me consistently, even though there was more than one request that he keep me updated more frequently regarding the second and third installation of our kitchen countertop due to a fabrication error (first install), and use of silicone sealant which left blotchy dark spots on the surface of the material (second install) Each time there was something wrong with the installation and/or materials, there was at least a month delay in rescheduling for a time where the company would correct the problem (there was a month delay between the first and second installation appointments) The third installation appointment took the longest time to schedule due to lack of consistent communication with both Top Priority and [redacted] (who subcontracts Top Priority for countertop installation jobs) In fact, as stated in my original complaint to the Revdex.com, there was a period of time when neither I nor the [redacted] manager (***) were able to contact Eddie to find out when the job would be completed as he was not returning anyone's calls for information on when the third installation could be scheduled I also dispute Eddie's statement that the third and final installation of the countertop went smoothly; on the contrary, there was nothing but problems and mistakes even on the last day we gave Eddie to complete the job before we demanded a full refund First, the countertop was not fabricated by the scheduled appointment time in the morning, and therefore the installers had to wait outside of our [redacted] for the slab to be cut and delivered; second, when we inspected the slab, there were a few noticeable imperfections on the surface of the material and was taken back to the fabrication shop to see if they could buff and/or polish the defects out of the material It took half the day for the installers to return to our house with the countertop, fortunately with the defects removed Third, as the installers were putting the backsplash pieces in place, they discovered that one of the pieces was cut too short, and therefore had to wait for another piece to be cut to the correct measurements and delivered to the house Lastly, in spite of my request made directly to Eddie regarding using a different type of sealant as to avoid the discoloration blemishes we experienced during the second installation process, the installers were not informed of this change and began sealing the countertop with the exact same silicone sealant which caused the last defect in the material Upon noticing that the same discoloration was beginning to occur again from the sealant, they contacted Eddie to be advised on what they should do We were informed that Eddie advised to remove the silicone sealant and discontinue the installation until he could purchase a different sealant (latex) to complete the install This all took place on a Friday, and although Eddie was aware of these problems with the job and that we were waiting for the job to be completed ( I asked him to call me the next day, Saturday), he did not contact me until Monday afternoon Despite all the frustration I had previously expressed to Eddie over the period of several months, and all the attempts made by the [redacted] manager to assist us in expediting the completion of the installation during that weekend, Eddie did not return our calls, and thus we ended up having to wait an additional three days to finally complete the job All of this took approximately four months to complete due to the company's mistakes and unnecessary delays, and lack of consistent communication by the operations manager; therefore, my husband and I vehemently reject Eddie's claims that he did everything he could to satisfy us as their customers Sincerely, [redacted] - [redacted]

Before stating  our side of the story, I believe it's important I explain our business model. Top Priority is a company that fabricates countertops and only sells to wholesale ("middle man" i.e. Box Stores, Design Centers and Developers).Our process is simple, we receive a purchase order from...

our accounts, we order the selected materials from our distributors then we coordinate template and install dates with [redacted]owners.  Anything that involves design, contracts, waivers, financial, and service calls, this is handled through the seller (box store or "middle man").In the case of [redacted], these countertops where purchased through a box store.  Once we received purchase orders we scheduled everything with [redacted] and all time frames were met.  1st installation went smooth, and we even received a good service score from [redacted], the only negative comment we received was in regards to coordination with plumber, which is something that is handled through the seller.The next business day(Monday), we received a service-call (email) from box store, stating there was a detail that was incorrect.  Sink cutouts have an option to have reveal or no-reveal, [redacted] selected no-reveal however we fabricated opposite to that.  Within the same business day we reached out to [redacted] acknowledging and apologizing for our error. We offered a $1000.00 credit if she was to keep the existing countertop. She politely declined as she  preferred we replaced existing counter. The very next day we ordered material and expedited the fabrication once material was received.  2nd Installation- went smooth, all specifications where met and countertop was installed correctly.  The main issue started when we noticed that this material started to stain, something that should not happen as this its supposed to be non porous material.  This was something new for us, and completely out of our control so we needed to involve our distributor for a suggestion on how to remove stains.  Unfortunately, stains weren't able to come off so we proceeded to file a warranty claim and as much as we would have liked to expedite this process, we cannot control how fast the manufacturer warranty claims are processed. We proceeded to keep the box updated with the status of the warranty claim. On the second week after filling the warranty claim, it was brought to our attention that this claim may be delayed even further because of Hurricane Irma (warranty offices are located in Florida).Because of these unforeseen circumstances, we were able to work out a deal with our distributor and finally order a new batch on this material. At this point the box store continued following up on status and we filled them in with the new information. 3rd Installation - again, everything went smooth, all specifications where met and countertop was installed correctly.  When it came to using a sealer, our installers noticed a similar stain so they stopped and reached out to the manufacturer for suggestions on what to use.  Unfortunately this was late on a Friday so we weren't able to get a response until Monday. Countertops were installed but without the sealer (caulking). We received a response from the manufacturer on Monday so we  coordinated with [redacted] to seal all countertops for the next day (Tuesday) . Job was completed.We understand [redacted]'s frustration with all the delays (defective material & a hurricane to further add to the delay). Even with these circumstances, I believe Top Priority communicated with our client, the box store, AND the [redacted] owner at a timely matter. Our company policy is to respond to any inquiry within 2 business days and in [redacted]'s case that's what we did. As you will notice on the attached timeline we were not avoiding [redacted], we simply didn't have a status update on the new order. We let her know that we would follow up with her when we had an update. It would not be to our benefit to avoid her in any way especially considering we don't get paid for the project until the project is fully completed. Attached, you will find notes from our database which shows all communication with between [redacted] and [redacted]. We communicated every step of the way, the only time where there was a pause in communication was during the warranty claim and as explained earlier, we don't have control over how long it takes to process warranty claims. Please let me know if I can answer any questions concerning the timeline or our explanation. Thank you,Eddie R[redacted]Operations Manager

Complaint: [redacted]
I am rejecting this response because:  Top Priority's operations manager, Eddie R[redacted]',  characterization of the events was inaccurate and, at times, dishonest.  Eddie rarely followed up with me consistently, even though there was more than one request that he keep me updated more frequently regarding the second and third installation of our kitchen countertop due to a fabrication error (first install), and use of silicone sealant which left blotchy dark spots on the surface of the material (second install).  Each time there was something wrong with the installation and/or materials, there was at least a month delay in rescheduling for a time where the company would correct the problem (there was a month delay between the first and second installation appointments).  The third installation appointment took the longest time to schedule due to lack of consistent communication with both Top Priority and [redacted] (who subcontracts Top Priority for countertop installation jobs).  In fact, as stated in my original complaint to the Revdex.com, there was a period of time when neither I nor the [redacted] manager ([redacted]) were able to contact Eddie to find out when the job would be completed as he was not returning anyone's calls for information on when the third installation could be scheduled.  I also dispute Eddie's statement that the third and final installation of the countertop went smoothly; on the contrary, there was nothing but problems and mistakes even on the last day we gave Eddie to complete the job before we demanded a full refund.  First, the countertop was not fabricated by the scheduled appointment time in the morning, and therefore the installers had to wait outside of our [redacted] for the slab to be cut and delivered; second, when we inspected the slab, there were a few noticeable imperfections on the surface of the material and was taken back to the fabrication shop to see if they could buff and/or polish the defects out of the material.  It took half the day for the installers to return to our house with the countertop, fortunately with the defects removed.  Third, as the installers were putting the backsplash pieces in place, they discovered that one of the pieces was cut too short, and therefore had to wait for another piece to be cut to the correct measurements and delivered to the house.  Lastly, in spite of my request made directly to Eddie regarding using a different type of sealant as to avoid the discoloration blemishes we experienced during the second installation process, the installers were not informed of this change and began sealing the countertop with the exact same silicone sealant which caused the last defect in the material.  Upon noticing that the same discoloration was beginning to occur again from the sealant, they contacted Eddie to be advised on what they should do.  We were informed that Eddie advised to remove the silicone sealant and discontinue the installation until he could purchase a different sealant (latex) to complete the install.  This all took place on a Friday, and although Eddie was aware of these problems with the job and that we were waiting for the job to be completed ( I asked him to call me the next day, Saturday), he did not contact me until Monday afternoon.  Despite all the frustration I had previously expressed to Eddie over the period of several months, and all the attempts made by the [redacted] manager to assist us in expediting the completion of the installation during that weekend, Eddie did not return our calls, and thus we ended up having to wait an additional three days to finally complete the job.  All of this took approximately four months to complete due to the company's mistakes and unnecessary delays, and lack of consistent communication by the operations manager; therefore, my husband and I vehemently reject Eddie's claims that he did everything he could to satisfy us as their customers. 
Sincerely,
[redacted]