Vangura Surfacing Products

Called company in March, after no return call in months, I emailed requesting to use a certificate I had toward the purchase of another of their more expensive items stating that I would pay the difference and I would have picked the item up The company offered no flexibility after I patiently waited to hear from them for months It was the item on the certificate, or nothing at all So I got nothing at all, from them

Thanks for the email. I’m not sure how to best share the attached photograph to enter it into the conversation with Mrs*** so I’m attaching it to this email. If you have a way that I should share it or enter it into the dispute file conversation I’ll do so accordingly
The photo illustrates, although a bit blurry, that there was a gap between the end of the existing countertop and the casing around the door jamb. When the Measure Technician performed the templating for the new countertop, he pointed this aspect out to Mrs*** by way of a question; Do you want the new countertop to be the same as the existing one in this aspect?” Because we custom size every countertop to the particular requirements of the client and the physical nature of the environment, it would have been a very easy task to make the countertop extend to a point where it would meet up with the casing. Anyway, please advise if there is a manner of sharing the attached photo that is in protocol for your records
Thank you
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Vangura Surfacing Products, Inc*** *** ***
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Reference Complaint #***Dear Revdex.com Representative;I received the complaint document referenced above and until that time I was unaware of this customer’s dissatisfaction with the countertop that we had installedI researched the circumstances pertaining to this project and
through the interviews of the Vangura employees that were directly invoved I feel that I am in a qualified position to make the following statement in response to the customer’s complaint;Our Senior field Services Supervisor was the person that performed the field template for the countertopThis was performed on September 8,During the field template process, there was an existing countertop in placeAt the end of the countertop area to the right of the customer’s range, the existing countertop was flush with the side of the base cabinet which is positioned near, but not against or touching, the casing around a doorwayAlthough the wall tile does make contact with the casing, neither the base cabinet nor the existing countertop didThe customer was consulted about this and gave explicit approval for us to mirror the existing countertop in the manner described aboveThis resulted in the same gap between the new countertop that we installed and the casing.With that being said, the offer to make a new piece of granite to replace an approximately 30’’ piece to extend the countertop to meet the casing was offered but at the customer’s expense due to the fact that there was an agreement, albeit verbal, at the time of templating.Vangura has been manufacturing and installing custom countertops for years and with the thousands that we produce each year we take great pride in satisfying the customer by utilizing state of the art equipment and extensive training of all of our employees.Because we pay attention to the smallest of details, we are sometimes accused of being too particular in our approachBut, for that reason, we find situations like this a rare occurrenceI think your records will prove that out.I welcome direct contact by the customer involved in this matter but only to discuss the already proposed options.Thank you for the opportunity to present our position regarding this matter.Sincerely, *** *** *** * ***

Called company in March, after no return call in 3 months, I emailed requesting to use a certificate I had toward the purchase of another of their more expensive items stating that I would pay the difference and I would have picked the item up. The company offered no flexibility after I patiently waited to hear from them for 3 months. It was the item on the certificate, or nothing at all. So I got nothing at all, from them.

Revdex.com:As you can see from all the emails and the photos, there was no gap between the original counter top and the door frame.  It is absolutely untruthful to say that the Vangura representative asked me if I wanted the new granite top to be the same as the other --with a gap.  I did not agree to this because there was no gap.  The photos show this show this, the emails show that vanguard said 'they measured to standard"   Look at the photos carefully and you will see that Vangura measured incorrectly and now refuses to acknowledge their mistake.[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Called company in March, after no return call in 3 months, I emailed requesting to use a certificate I had toward the purchase of another of their more expensive items stating that I would pay the difference and I would have picked the item up. The company offered no flexibility after I patiently waited to hear from them for 3 months. It was the item on the certificate, or nothing at all. So I got nothing at all, from them.

Review: I ordered a custom-made counter top of granite from Vangura. they spent about three hours measuring it to fit the specified space. When delivered, there is a space of about one half inch that makes the counter short. I noted this to the installers. I called vanguard several times about this shortage. they said it was measured "to standard." I ordered a custom-made counter top for which I paid approximately $13,000. they offered to replace a segment--at my expense--but would not guarantee that it would match. I asked for a price consideration, which they refused.Desired Settlement: I would like a price reduction and a check in the amount of $500.00d

Business

Response:

Reference Complaint #[redacted]Dear Revdex.com Representative;I received the complaint document referenced above and until that time I was unaware of this customer’s dissatisfaction with the countertop that we had installed. I researched the circumstances pertaining to this project and through the interviews of the Vangura employees that were directly invoved I feel that I am in a qualified position to make the following statement in response to the customer’s complaint;Our Senior field Services Supervisor was the person that performed the field template for the countertop. This was performed on September 8,2014. During the field template process, there was an existing countertop in place. At the end of the countertop area to the right of the customer’s range, the existing countertop was flush with the side of the base cabinet which is positioned near, but not against or touching, the casing around a doorway. Although the wall tile does make contact with the casing, neither the base cabinet nor the existing countertop did. The customer was consulted about this and gave explicit approval for us to mirror the existing countertop in the manner described above. This resulted in the same gap between the new countertop that we installed and the casing.With that being said, the offer to make a new piece of granite to replace an approximately 30’’ piece to extend the countertop to meet the casing was offered but at the customer’s expense due to the fact that there was an agreement, albeit verbal, at the time of templating.Vangura has been manufacturing and installing custom countertops for 44 years and with the thousands that we produce each year we take great pride in satisfying the customer by utilizing state of the art equipment and extensive training of all of our employees.Because we pay attention to the smallest of details, we are sometimes accused of being too particular in our approach. But, for that reason, we find situations like this a rare occurrence. I think your records will prove that out.I welcome direct contact by the customer involved in this matter but only to discuss the already proposed options.Thank you for the opportunity to present our position regarding this matter.Sincerely, [redacted]

Review: Recently we discovered a seam in a L piece shape of laminate countertop has come apart. This seam has then caused water to seep under the seam and onto the undersurface. The water caused the surface to swell and the laminate to raise up. This issue will then allow more water to seep under and cause further damage. We built our home less than three years ago. We paid extra to have "quality Vangura" laminate countertop with a beveled edge and a granite look. This being our 3rd home, we did not expect to have an issue with countertop so quickly.

I immediately called Vangura on April 18, 2016, to see what to do about getting this issue resolved. I called the main number and was transferred. I was able to speak with Greg about the problem. First off, Greg was not in the customer service mood on this particular day. I explained the issue to Greg and the fact that the countertop was less than 3 years old. Greg asked me how we clean our countertops. I advised him that we use a damp wash cloth and Dawn dish soap to wipe down the counters, rinse with a damp cloth, then wipe them down with a paper towel.

Greg immediately became belligerent with me, stating that the seam split because we do not clean our counters properly. He stated that we are not to clean our countertop with water, whatsoever. Counters are not made to get wet, therefore we were not to use water to clean them. I asked Greg how long counters were supposed to last. Greg stated that under normal conditions, counters can last 10-20 years, but not if you get them wet.

I next asked Greg that I wanted to have someone come out and take a look at the countertop. Greg stated that no one will come out to look at the counter. I told him that I would like to know how much it would be to replace the countertop, especially since it will only get worse if it is not repaired or replaced. Greg again told me that no one is going to come to our house, the countertop cannot be repaired. I asked if someone would come out and measure to see how much it would be to replace the piece that failed. For a third time, Greg told me no one would come out. It was not until I asked if I wanted to purchase a piece of Vangura countertop for a kitchen, how would one go about buying one. He finally gave me the name of Bob as a sales rep.

I called Bob and first off explained my complete dissatisfaction with Greg. Bob at least apologized for the way I was treated by Greg. Bob agreed to come to our home, match up the laminate and give us an estimate. Bob showed up on time and took measurements and photographs. According to Bob, their laminate products should last a minimum of 10-15 years. There should be no reason they fail in under 3 years and it does no appear to be caused by customer abuse. He said that we would have an estimate the following day. We received an email from Bob 3 days later, asking for the measurements and photos of the 3 remaining countertops in our kitchen, not just the L piece that failed. Bob stated that "they want to consider a total replacement". Thinking that Vangura might possibly stand by their product, I took all the measurements and photos and promptly sent them back to Bob.

Finally after 9 days, we received an email response from Bob. Bob advised that to remeasure, fabricate and deliver a new countertop to our home would be $1701. He said that this would be a seamless countertop, however it would be a continuous edge, a square edge, not the beveled edge we paid extra in the first place for. The kicker to the cost, is that the countertop would only be made and delivered. I would be responsible for removal of the old, all the plumbing and the installation of the new all on my own. The cost did not include any installation because we put up a glass tile backsplash. Sorry, but we were not expecting to replace the counters every 3 years, so we put up a backsplash.

Not fully understanding the email, Bob was kind enough to call me on May 9, 2106 and explain the situation. The full explanation of the cost is as follows: All new pieces, the 4 sections of counters for the entire kitchen with the continuous square edge, would be $1701 without installation. Just 1 piece of the beveled counter to replace the failed portion of laminate, would be the same $1701 price, even though it was for only one piece. And again, that was without installation. Replace all 4 pieces for $1701 or replace one piece for $1701. The choice was mine and of course, would be removed, replaced and reinstalled by myself or I would have to pay someone to come do the work for me.

I did not take my displeasure out on Bob, but I did advise my complete dissatisfaction of the cost and of the fact that they would not install under any circumstances. I informed Bob that the cost to go to granite would be maybe double, however we would not have to worry about getting water on a counter, in a kitchen. I did inform Bob that if we did in fact ever go with granite, there is not a chance that we would fathom giving Vangura the chance to even give an estimate, especially after the way we have been treated through this whole process.

Their lack of customer service through the initial part of the process with their product failure has left me completely dissatisfied. The use of "they would like to consider a total replacement" is misleading that they would stand by their product. Then to wait 9 days only to have a $1701 price tag dropped in your lap. To replace 4 pieces is the same as if you replace 1 piece. As for Greg advising me that I was cleaning the counters improperly and they failed due to our negligence, I will take a piece of their website "To clean your countertop, use a damp cloth and a mild soap or detergent. Immediately dry the countertop – pooling water may eventually soak in and cause damage.

Immediately clean up spills with a cloth; if need be, use mild detergent and warm water to clean. Dry immediately". Their directions to clean our counters were followed and the product failed. Not because of customer negligence.Desired Settlement: Replace the single failed piece of countertop.