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Company's second response below:Dear Revdex.comIn response to the message of [redacted] e.As the customer has an issue with the product she purchased, it is up to her provider (The [redacted] ***) to submit the request for a factory representative to make a site visit.After about two weeks after Multi Stone’s last visit and communication with [redacted] , only then did The [redacted] respond to our input for them to get the product / factory rep involved.On December 7th, at 12:the factory rep and two associates of The [redacted] did visit the customer to make any warranty claims as they see fit to satisfy the customer.Multi Stone is not allowed to deal with The [redacted] customers in the case were there is nothing the installer or the fabricator can do to improve the situation.Sincerely*** [redacted] Multistone Enterprises, Inc

Complaint: ***
I am rejecting this response because: The representatives from *** *** and *** were not contacted by Multistone regarding the problemIt was only after I requested they come and told them that Multistone had a work order signed by us, that they cameThey had no idea that there was a problem until I let them knowMultistone did not send the work order or pictures to *** ***I let *** *** and *** know that there was a problemAs a matter of fact, when I mentioned to Multistone that I was going to call *** ***, I was told by Multistone not to bother because *** *** would just call them anywayThe representatives from *** and *** *** came to look at the counters at my requestMultistone did nothing to let them know that there was a problemAs a matter of fact, in Multistone's response to this complaint they stated that the manufacturer denied that the counters were defectiveThis response was given prior to the representatives from *** *** or the manufacturer coming to take a lookHow can a claim be denied if they haven't yet looked at the counters? The timeline does not coincide with the information given by Multistone
Regards,
*** ***

Company's response below:From: *** ***>Date: Fri, Dec 4, at 1:PMSubject: Revdex.com *** complaint Nr ***To: *** ***>Cc: *** *** *** *** *** ***
To attention
Revdex.com, Customer *** has filed a complaint against MultiStone with the Revdex.com, claiming damages, lack of professional response and service. MultiStone is a contractor providing a service to a retail businessThis customer bought a product through the retail center and MultiStone provided and installed the product. After installation MultiStone made multiple visits to the customers address to review the product installed and investigate issues the customer had with the finished product.Customer claims a "haziness" on the finish of the product. After careful review and consideration by MultiStone, it was found that the product was successfully installed to the standard of the *** *** ** *** and the product that was installed is free on any defect. The manufacturer of the product agrees that the product is performing and appear exactly as it was designed and manufactured to be. If the customer is unsatisfied with the product they have purchased, the Customer has to address it with the retailer through which the product was purchased and they are contracted with to receive this product. Please remove this claim against MultiStone as we have preformed, delivered exactly and beyond our contract to try to please and deliver the most professional service to the Customer. Thank you Kind Regards,*** ***

Complaint: ***
I am rejecting this response because:The last representative from MultinStone took pictures of the counters and wrote a work orderThe work order was for a representative of ***, manufacturer, to come and assess the countertopsWe signed the work order and expected a call from ***, to set the appointment The work order was mot fulfilled and the manufacturer did not come to see the countersThe photos were never sent to *** *** or *** eitherI reject that the mnufacturer says the counters are okay as they never came to see them They do notreceive the work order stating that they were damaged The work order was generated by Multi Stone's representative detailing the damaged, photos were taken by he same person, but this info was never sent to *** *** until I brought it to the attention of *** and *** *** MultinStone did not provide good customer service.
Regards,
*** ***

Company's response below:From: [redacted]>Date: Fri, Nov 20, 2015 at 1:42 PMSubject: Complaint ID:[redacted]Good afternoon, We have just received this complaint in the mail and it is the first we heard of it and not sure why it said it was a...

2nd notice.Not sure why the customer said we ignored his emails and phone calls for over a month. He certainly did not contact this office – none of us had any email or phone call from him.The customer originally dealt with the [redacted] in [redacted] where he purchased the stone from and they quoted him the backsplashes he is referring to.I think there was some miscommunication between our [redacted] and the customer and/or with us as we did not get the instruction to have backsplashes cut after his visit. We will definitely look into this and get it resolved with the customer as soon as we can.  Regards,[redacted]

Company's second response below:Dear Revdex.comIn response to the message of [redacted]e.As the customer has an issue with the product she purchased, it is up to her provider (The [redacted]) to submit the request for a factory representative to make a site visit.After about two weeks after Multi Stone’s last visit and communication with [redacted], only then did The [redacted] respond to our input for them to get the product / factory rep involved.On December 7th, 2015 at 12:30 the factory rep and two associates of The [redacted] did visit the customer to make any warranty claims as they see fit to satisfy the customer.Multi Stone is not allowed to deal with The [redacted] customers in the case were there is nothing the installer or the fabricator can do to improve the situation.Sincerely[redacted]Multistone Enterprises, Inc