Troy Granite

Hello,Thank you for allowing us the opportunity to respond to this issue The customer is correct in that the contract was sitting on their glass stove and that it did in fact begin to smoke Though it is unclear if the stove was already on or if our installers did accidentally bump the controls, we have already discussed with the customer that we are willing to cover the cost to repair the issue with the stove.In our original discussions with the customer, we misunderstood the issue and asked that they run through a trouble shooting guide before we sent someone to take a look When we discovered the issue was different than we had understood, we further discussed with the customer how to resolve the problem As we do not have appliance repair experience, we asked that they schedule to have a technician repair the issue and forward us the invoice for payment If the customer is unable to locate a repair company, we will do so for them.Though our installers do not remember bumping the controls of the stove, it is certainly possible It is also plausible that the papers on the burner could have caused an issue with the light Of course, we cannot be certain that we caused this issue, but we believe the cutomer’s request to be reasonable and so have been working with the customer to resolve this

I am sorry to hear that the [redacted] 's had a bad experience with their granite counter top installation At Troy Granite we strive for excellence and pride ourselves on giving excellent customer service We do our best to have the most professional staff and to ensure that all installation are done to the highest quality standards and take pride in the way we communicate in a timely manner with our customers But we are human and it is not always possible to perfect each condition We strive for five star customer service but unfortunately this customer did not feel treated fair.We will gladly honor the [redacted] 's request for $to reimburse them for the cost of their carpenters work to stabilize the island We will be contacting them in a timely manner to resolve this situation.Best Regards,Ben Y***Sales Manager

I had a great experience from beginning to end, and am making plans to work with these people againThe estimator was friendly and professional, the project manager pointed out issues I hadn't considered but turned out to be critical to the ultimate success of the renovation, and my installers did as close to a perfect job as I could have dared hope

On February 3, 2015, [redacted] purchased a countertop from Troy Granite The purchase included a full height backsplash in matching granite The granite countertops were installed on March At that time, we advised Ms [redacted] to withhold her final payment until the entire project was completed We were scheduled to install the full height granite backsplash on March During the fabrication process, the stone for the full height backsplash broke This does happen at times When it occurs, we simply use a new piece In this case, unfortunately, there was no more of the same shipment of stone to replace the piece with We called the customer immediately to inform her and give her several options We had other shipments of the same stone, but, as they were different shipments, they were not an exact match We suggested that Ms [redacted] come to our showroom to see the options available We offered 1.) to use another shipment of the same stone, 2.) to use another stone of her choice as a backsplash, or 3.) to install a tile backsplash instead of the granite She selected a couple of stones and tile backsplashes that she liked; all of which were a higher cost than the original granite We informed her that we would not charge anything extra despite the higher price points Ms [redacted] came back and made a final selection, electing to have us install a tile backsplash Three days after the tile was ordered, she called to ask if it had been ordered When she was informed that the tile had been ordered, she said that she had been thinking about doing something different, but that the tile would be fine On April 7th, Troy Granite installed the tile backsplash for Ms [redacted] After the last tile was set and installed, she stated that she did not like the tile and wanted us to remove it and install something different After telling her that we could not do so, she became very rude with our tile crew Finally, after much discussion we agreed to remove the tile backsplash We removed all of the tile After discussing the situation with Ms [redacted] , she said that she wanted us to install a different backsplash We let her know that we could do so, but that this time we would need to charge her for it as we had already installed the first backsplash at no extra charge She became quite rude and said that she would not pay for the backsplash since it was included in her original agreement We told her that if she was unwilling to pay for the new backsplash, that we would adjust her remaining balance to only reflect the granite countertops and would waive the cost of the backsplash, despite having ordered and installed the tile She said that she would call in a few days to make her payment After several days passed, we called Ms [redacted] again to request the final payment At that time she said that she would not pay the remaining balance and wanted us to remove the countertops and refund her deposit We informed her that since the countertops were cut and installed, we could not refund her deposit and that the final balance was due After approximately weeks passed with no payment, we called her again She again refused to pay the remaining balance and said that she wanted her deposit back We again informed her that we would not be refunding the deposit She said that she would not pay any more money and hung up the phone At this point, we have done everything reasonably expected given the situation We are willing to work with Ms [redacted] regarding her backsplash; however, we cannot give her a full refund as the countertops were installed If you have any questions please feel free to contact me Thank you, [redacted] [redacted] ***

Thank you for the opportunity to respond to this issue We, Troy Granite, work hard to ensure that every customer is fully satisfied with their countertop installation Unfortuntately, when working with large pieces of stone, sometimes issues can occur In this case, unfortunately a portion of the countertop broke during the installation and fell on the floor Our installers managed to control the pieces enough to minimize the damage to small spots on the floor; however, it still did require leaving the customer without a countertop for a few days in order to fabricate a new piece Typically we are able to take care of issues like this in a timely manner, but unfortunately, this was just before a holiday weekend that also included a scheduled full system maintenance that left us without our machinery for days The customer was understanding and while not thrilled, patient enough to wait almost a full week for their replacement countertop At the same time, we replaced pieces that had large variations in the pattern that the customer was not fond of In regards to the floor, we sent a contractor to replace the damaged boards; however, after a visual inspection he realized that the floor was quite old and replacement boards are not available Since, the individual boards could not be replaced, we offered to either repair the damage per industry standards or provide the customer a refund in an amount greater than the cost of repairs The customer refused both requesting a new floor We talked with the customer informing them that since it was only or boards that were damaged, replacing the entire floor was not necessary, but that it could be repaired by laminate flooring professionals to like new condition The customer refused to allow us to have someone attempt to repair it to see what the repair would look like The customer sent a follow up e-mail that we mistakenly overlooked After realizing that we overlooked their e-mail we replied advising them that we will replace their flooring We certainly believe that repairing the floor or offering a refund greater than the amount of the repair cost is completely fair; however, because of our delayed response to their e-mail, we feel it was right to cover the cost of the flooring

Our experience with Troy Granite was excellentAll sales reps, and installers were professional, and courteousAfter installation, we discovered a problem and they were extremely prompt in fixing itWe needed a new slab cutThey insisted on coming out, remeasuring and cutting a new slab very quicklyThey even were able to match the new slab perfectlyThe reinstall was done on a Saturday night, and the workers did not quit until it was complete, even working after hours to insure it was done

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Troy Granite came into install my countertop, upon their employee negligence of dropping a saw on my hard wood floor, the balance due is not an acceptable counter offerTwo reputable contractors in Harrisburg area are backing this decision, to replace (not acceptable to cut out boards and color not matching) the tongue-in-groove hardwood floor to repair the damage that was caused on July 17, Two estimates were between $8,- $9,respectively
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowWe do not accept Troy Granite's position that we owe them for services/goods not requestedIt is most telling that Troy Granite mention's that the salesman, *** miscalculated the measurements of our counter tops We thought the additional cost demanded were related to the error in measurement and by Troy Granite's own admission we now know this is the real reason for the additional cost I made it clear to the template maker when he advised us that the measurements were wrong that we would not pay additional for the mistake of the salesman Troy Granite's attempt to collect money from us by disguising it as needed "brackets" is shameful Please review the attached documents to confirm payments were made in agreement with the original contract.
Please kindly review the attached documentation concerning the matter at hand

November 13, 2014Dear Revdex.com Representative:Thank you for contacting us in reference to this complaint (ID # *** (***]).As you can see by the Agreement, the customer did have countertops installed by usThe customer should have also received a copy of “Protecting Granite
Countertops” on the day of instaliation.Our Sales staff is trained on efficiently explaining to the customer what they are buyingPlease notice on the Agreement (page two) in the Warranty Section just above the Customer and Sales Associate's signature..."Troy Granite applies first year sealer coat on countertop.Customer needs to apply sealer once a year (recommended)"We are very disappointed that our customer is unhappyWe have used this wording on our agreement for eight years, and have had no issues to date.As for Desired Outcome of the customer, we would like to offer a box of our Granite Care Kit made by RegentIt includes a cleaner, a sealer, and a polisher that will allow use many times for her square feetBeyond that, we find the complaint unfounded.Best Regards,Ismail GDistrict Manager

Thank you for the opportunity to offer our perspective onthis situation. We worked with thiscustomer to provide their bathroom countertops. Rather than selecting their countertops from full slabs, the customersopted (as many do) to utilize our remnant section in order to
save money ontheir project. The remnant section issimply pieces that are left over after kitchen countertops have been cut. We sell them at a discounted price in orderto offer customers an affordable option for their small projects. This customer came and personally selected the remnantpieces for their countertops. The pieceswere only slightly larger than the countertops, so the customer was aware thatthe majority of the pieces would be used. After the countertops were installed, the customer called saying thatthere was a crack in the countertop. Wesent a technician out to inspect the countertop and upon inspection it wasdetermined that there was a fissure in the countertop. According to the Marble Institute of America,a fissure is “visible separation along intercrystalline boundaries This separation may start and stop within thefield of the stone, or extend through an edge A fissure differs from a crack, in that it isa naturally occurring feature in the stone.” Fissures are naturally occurring variation in a stone and are notsomething that is avoided or repaired. The customer saw the full piece that was to be used fortheir countertop, including the fissure. After installation they realized that they did not like the fissure intheir countertop. They demanded that wereplace the piece at our cost. Weexplained that because the customer came and personally selected the piece tobe used, and because it is a natural fissure and poses no problems, structural orotherwise, that we could not replace the countertop for free. We offered to replace the piece at adiscounted rate; however the customer was not satisfied with thisdecision. They threatened to place astop payment on their final payment if we did not comply with theirrequest. We again informed them that wewould not replace the piece at no cost. While we are grieved that the customer is not happy with theircountertop, we cannot replace the piece at no cost simply because the customerdoesn’t like the way that it looks. We believe in quality craftsmanship and customerservice. We strive for these ideals withevery project and work hard to ensure that each of our customers are fullysatisfied. Though we understand that nomatter how hard we try, we will not be able to please everyone, we believe thatquality will speak for itself

We had kitchen counter tops and back splashes installed They were polite, on-time and installed with good workmanship

*** ***
Thank you for bringing this submission to our attention. Below please find our perspective and response to the issue at hand
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As the customer stated, the original work order stated that the customer would remove the old countertops, plumbing connections and cooktop themselves as well as reconnect the sink and cooktop. The evening prior to the scheduled installation of new countertops, the customer called to ask us to remove the existing countertops. She said that they had tried to remove the piece near the sink but were unable to do so and so did not go any further. As stated in the complaint, the price of $was added to the final balance to pay for the removal of the existing countertops
When our installers arrived at the home on 11/11/14, they found that all of the countertops were unscrewed from the cabinets and that the cooktop and sink were partially disconnected. Before removing the cooktop, our installer, noticed that the cooktop was cracked. As it was already cracked, he assumed that the customer would be installing a new cooktop and so removed the old one without mentioning the crack. The customer stated that she contacted other granite installation companies to ask their policy regarding already damaged property. As is consistent across the industry, all of the companies stated that they have the customer sign a statement acknowledging previous damage. While this is standard practice, it is generally only done if the damaged material is being re-used, not if it is being discarded. It is common for us to remove damaged cooktops, as customers often use the opportunity of changing their countertops to also update their appliances. If the cooktop is noticeably damaged, it is almost always the case, and therefore assumed, that it is being replaced. This does not excuse our installer from not having the customer sign off on the existing damage, but it certainly does explain it
After the countertops were installed, our installers questioned where the cooktop that they would be installing was. The customers told him that they were going to be using the same cooktop. Our installation crew was surprised, but put the cooktop back in place per the customers’ request. Once the installation was complete the customers asked our installer to show them how to reconnect the cooktop. Instead, he simply did it for them and they tipped him accordingly.
Finally, the installers had the customers sign off on the work completed and the final payment was made. As our installers were leaving, the customers called them back in regarding the cooktop. Our installers told them that it had been damaged when the install team arrived, but the customers alleged that it was not
The customer called the office to speak with her salesperson. She stated that our installers had damaged her cooktop. Her salesperson asked that she send photos of the damage for us to assess and said that we would speak with the installers and get back to her. We immediately called to speak with our installation crew, who informed us that the cooktop is indeed broken but that it was broken prior to their arrival. After speaking with our installers, the salesperson spoke with the customer again to inform her that she would speak with management regarding the situation
It was finally decided that as there was no evidence that the cooktop was in fact damaged by our installers, but that we could not prove otherwise that a fair resolution would be that we each pay for half the cost for a new cooktop. We proposed this resolution to the customer but she was unwilling to accept it. She said that we were responsible to pay for a brand new cooktop since we broke the old one and asked to speak to a manager. Our service manager, spoke with her. He informed her that as there was no evidence either way, it seemed fair to them to pay for half of a new cooktop. This way, they were getting a brand new cooktop at only half the cost. The customer was unwilling to accept this resolution. At this point, the customers had a stop payment issued on their final payment
Management discussed the situation again over the weekend and it was decided that Troy Granite would simply cover the full cost of a new cooktop in order to avoid further conflict. We informed the customer of this decision. As per a mutual agreement, the customers will purchase their new cooktop and reduce the cost from the final balance before authorizing payment
Thank you,
Troy Granite

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
We received several estimates and *** from Troy Granite agreed to replace our floorI'm very satisfiedHe is mailing us a check to cover cost of the floor Thanks
Regards,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Troy Granite came into install my countertop, upon their employee negligence of dropping a saw on my hard wood floor, the balance due is not an acceptable counter offer.Two reputable contractors in Harrisburg area are backing this decision, to replace (not acceptable to cut out boards and color not matching) the tongue-in-groove hardwood floor to repair the damage that was caused on July 17, 2015.Two estimates were between $8,- $9,respectively
Regards,
*** ***

Absolutely horrible! Ruined my kitchen walls,cabinet,and sink area! Then proceeded to say were not responsible! Buyer beware! Don't do it trust the reviews!

Can't understand how they have an A for Revdex.com rating. Worst customer service ever. Don't pay by check and most importantly don't pay final payment unless you are 100% satisfied. Management doesn't return phone calls either. Other reviews/complaints on here are true. If your counter requires a seam I would highly suggest using someone that can see because it's obvious that they can't. Their version of the truth vs. reality is completely different. If this site allowed me to post pics I would.

We at Troy Granite do apologize for the inconvenience and confusion that you experienced with the installation and price adjustments. We would like to point out that it is quite common for...

estimates to not always be 100% accurate until the final measurements have been taken. And it was notated on the paperwork that due to the differences of the measurements the sqft. area of the project had increased overall. This would normally increase the price for a job because we are now using more material and additional labor work. However, because we had performed an in home estimate we chose to honor the estimate that was originally quoted to you. This was not an attempt raise your cost, but to adjust an estimate to its true price. There are many businesses outside of home and kitchen renovations that apply the same practice through estimates and final inspections/measurements. You are correct in the fact that brackets were not mentioned in any conversation prior with the salesman, templator, nor written in your paperwork. The reason for this is because you had existing wood supports installed and they seemed sturdy enough to support the stone. After the countertop was removed the installer could tell that the support would not be strong enough and could pose a risk of failing and causing the raised bar top (approximately 164lbs) to fall or tip over. This is why the installer insisted on putting in a different or additional support. Safety is Troy Granite’s number one concern, especially in the home. That being said, we do apologize for not mentioning the brackets. Even though they were not believed to be needed the possibility of such a circumstance arising could have been explained beforehand. Although, it could possibly have turned out in the same way being a last minute additional item. We would like to clarify a little more regarding the bracket installation, and bracket cost. The brackets themselves are $25 per piece, but installed are $100. There is always the option to allow the homeowner to install their own brackets. We also do not obligate the homeowner to only use our brackets, however there is an added convenience of being able to have the job completed at one time. If the brackets were not installed the installers would not be able to install the raised bar leaving your kitchen incomplete until the support is fully installed. Our installers also follow their paperwork that shows the scope of the work. Since installing or supplying brackets are not included they called the office for further instructions. Only our management team can decide to add additional work/material/labor at the time of installation after the installers have arrived at the property. So we are positive that the bracket installation was explained to your husband prior to the installers physically installing them. We apologize on behalf of our install crew if you felt that the explanation of the cost of the brackets felt more like bargaining. It is not our intention to frustrate or negotiate with our customers, we strive for a high level of service and satisfaction and will try our best to achieve it. Our salespersons have a duty to address customer and jobsite related issues and complaints, however they are not responsible for debt collecting. All unpaid balances due to issues, incompletion or postponed projects are transferred to our accounting department and follows a checklist of actions. If no phone call was returned or any attempt to work out the balance of an existing or completed project, it follows the next step of sending out notice of a past due balance. In summary, we wholeheartedly agree that it can be unsettling to have a project cost more than expected or to have additional costs added to a final bill. However we did to the best of our professional ability and by industry standards complete your kitchen project, with additional material, support, and labor. Therefore, we do not think it is fair to not pay for the work completed solely for the fact that it was added later in the time frame. Tell us why here...

10/29/15Troy Granite has repeatedly offered to pay for the cost to repair the damaged area of the customer's hard wood floor. In the two estimates received from the customer, there was no mention of a repair cost to the damaged areas, only a complete replacement.As a General Contractor, Troy Granite goes beyond requirements to work with the best builders/contractors in out area. This includes Cabinet, Tile and Flooring experts. Troy Granite always tries to find the best possible solution to these issues, by using expert contractor/installers. We work with more than 200 professional builders, contractors, installers.
We encouraged the customer to also contact flooring experts together own repair estimates, Since we also received expert advice on the repairs and costs, with the assurance that the repairs could be done to satisfaction.
The flooring expert that was sent to the customer's home on September 19th was referred by one of our reputable local builders that contracts this flooring expert to do repairs for them on a regular basis. We do not conduct interviewing based on religion, race, or any other discriminating fashion. We are an equal opportunity employer.
As stated before, based on our gathered information to repair the customer's floor, we agree to not collect the final payment of $1000 to cover the repair of the damaged area of the customer's floor.
Ismail G
District Manager

Thank you for allowing us the opportunity to respond to this issue.  Prior to this customer posting a complaint our service manager stopped by to take a look at the countertops.  He agreed that while the seam itself was good, the epoxy in the seam did not match well and so made the seam...

stand out far more than normal.  He suggested that they have a crew come to darken the epoxy.  As well, he said that they would be replacing a granite windowsill that had chipped during the installation.  The customer was satisfied with the windowsill as it had been repaired; however, our service manager said that it would be better to replace this piece.When the crew came out, they replaced the windowsill but were still unable to get a good color match on the epoxy.  The seam itself was cut well, but without a matching color it was going to stand out.  The customer requested that we cut a new piece for one side of the seam.  Our service manager let them know that a new piece was not going to fix the issue.  The existing pieces were good and were cut well.  He also informed them that removing an existing piece poses a high risk of breakage to the adjoining piece.  He said that they would send another crew out to remove as much epoxy as they could and replace the epoxy with a better colormatch.  If the customer still was not satisfied at that point then they would look at replacing the piece.After the second crew replaced the epoxy and polished the seam a bit more the customer was very happy.

We at Troy granite understand the frustration and inconvenience of project costs changing during the process. It would be accurate to say that this can happen often not only in the granite industry, but in any industry where estimates are made and final inspections occur. I can only reiterate what I addressed in the previous response, “it was notated on the paperwork that due to the differences of the measurements the sqft. area of the project had increased overall. This would normally increase the price for a job because we are now using more material and additional labor work. However, because we had performed an in home estimate we chose to honor the estimate that was originally quoted to you. This was not an attempt raise your cost, but to adjust an estimate to its true price.” Troy Granite as a good business practice and good moral ethics, does not disguise, hide, or mislead costs in a project to cover losses. In cases of errors in part of Troy Granite or the homeowner, we generally work with the homeowners to come to a resolution when applicable. In regards to the supports, a support for the overhang was, and is necessary to support that top. Again we admit that it was a foresight to not recommend our steel brackets ahead of time, but this was due to the countertop supports that were already in place. Upon removal it was apparent that this needed additional support to carry the stone. As a company with employees who all have families themselves, safety is a pressing concern. We would not install a countertop that would pose risk to injury on any part. Even though support is necessary for the countertop area, we do not say or imply that only our brackets will work. There are many different types of brackets and supports available and can be installed by homeowners or contractors. That being said, to have the same install crew installing the granite countertops also install your brackets adds a level of convenience to the homeowner. It was not obligatory to have Troy Granite install the brackets, and was an option given to the homeowner, but would require a return trip to complete the job if the brackets were to be installed by the homeowners or a third-party. To aid in the judgement and review of this complaint I have attached several documents. They are labeled by page and by each document for the signed agreement, and I also highlighted key points of the agreement that pertain to this particular case. I have included both invoices from purchase and from the day of installation reflecting the additional charge for the brackets and bracket installation. There is also the installation checklist, and an additional note written by the homeowner describing the installation experience. We at Troy Granite hope to help both the homeowners and the Revdex.com to understand the case at hand and the best way to resolve this. Although we understand the homeowner’s perspective of the situation, frustration and inconvenience should not directly translate into free material and labor. And we insist that the counter did need additional support for safety concerns, however if the homeowner should feel that the brackets were only a way to add to a project cost and a way to make up for a discounted project we can eliminate the remaining balance of $400 for the brackets and installation. Providing that the homeowner can sign a disclaimer saying that against our professional recommendation they will not accept our brackets and allow us to remove the brackets and return them to our possession. This way we are not charging for any additional goods or services and the homeowners will not feel they are purchasing something they do not need. Again, we will highly recommend against this, unless the homeowner has plans of installing their own supports at a later time. Please advise us on how you would like to proceed.