Virginia Marble & Granite LLC

Revdex.com WASHINGTON DC Ju 10:57am P201/001July 18, Pagel of 14To whom it may concern: Please read the following documentation as it relates to this case, Ling hasalso disputed her credit card chargesVirginia Marble and Granite is a Company of high reputation and prides itself in product, service level, quality, and customer satisfactionWe have been members of Angie's list for years now and have maintained an “A” RatingShe is a very difficult customer and regardless of what she has signed and what has been explained to her, just isn't acceptableWe have dose at that is possible and you may feel free to visit her home and look at her beautiful countertopAsbusiness owners you Come to realize that you although you deploy assets on a dairy basis to execute your plan to perfection, ultimately everyone isn't going to be happyAll you can control is your environment and educate customers to the best of your abilityWe are a natural and man-made Countertop providerThese are rocks we are talking about and she was well aware of what she was gettingHer expectation is for our company to continue to work on a factory blemish that she acknowledged in the beginning and by signing her customer agreement for BMrsLing even neglected to communicate this form to her credit card company upon her disputeWe are not dealing with a Customer of integrity but someone looking to damage a reputation or company name

We have agreed to allow *** *** to keep her counter top and refund 50% back to her

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Case ID: [redacted]To:  [redacted],The Revdex.com08-07-2017Please see my response below.1.    Credit card charges: My credit card information was used by Virginia Marble & Granite without my authorization to process the final payment. I had authorized the down payment but not the final payment. Please refer to the Federal Reserve Regulation E, 12CFR 205 Electronic Fund Transfers.2.    Factory blemish. Their story has changed over time. VAMG informed the credit card company that my contractor made the circular scratches on the granite and repeated in their response to my complaint to Revdex.com. Mr. Tavis M** visited my home and told me that his technicians had done a bad job and his shop manager would come to fix those circular scratches. He claimed they could be fixed and his shop manager was the best person to do so. In his response dated July 18th, sent to Revdex.com, he claims the damage is a factory blemish. In the attachment dated May 26th he claims my contractor came behind VAMG and dragged something across the countertop which caused the damage. He contradicts himself in these two attachments. According to the item 13 of the contract that he himself references in his response, Granite is a very hard material that is very difficult to scratch. It requires specialized diamond tipped tools to cause such damage. And to make perfectly circular marks would be virtually impossible by dragging something like a lighting fixture across the surface.3.    Thresholds: This is not the issue. His technicians were incompetent and could not understand my clear instructions and measurements. After much back and forth, my contractor had to explain to the shop technicians in Spanish before they understood.4.    The circular scratches on the [redacted] is the real dispute:a.    VAMG never took it out of narrow aisle to let me examine in bright light placed horizontally on a table even though I asked for it. Despite many requests they never gave me the opportunity to tape off the exact area where the granite would be cut.  Mr. M** told me that VAMG did this measurement all the time and he would personally take good care to make sure that everything was done to my satisfaction and I did not need to mark the sinks, backsplash and side splash myself.  VAMG technicians did tape the granite roughly to show me what the slab would look like but that was months ago in 2016 - long before I signed any contract to buy the granite from VAMG.b.    My preference has always been for VAMG to do the job right in a single visit. It was more than an inconvenience for me to take time off to schedule and re-schedule based on their technicians’ availability.c.    Based on the damage that has never been fixed after their attempts, I do not consider the installation to be complete (key word). Note also, that they have never requested that I sign an acceptance document, nor have they sent me an invoice for the final payment.d.    They have made unauthorized use of my credit card information that was provided to VAMG for the initial payment. They used the information to charge my credit card without my knowledge or consent. I have disputed it with the credit card company and they have applied a provisional credit to my account. 5.    At the time Mr. M** visited my home on 5/19, he never mentioned that the circular scratches were factory blemishes. He acknowledged that they were machine marks in his email dated May 23rd. He said they were fixable and their shop manager would fix them right, other techs are not qualify to fix this kind the scratches.6.    Shop manager never said to us that the marks were made by something being dragged across. He did speculate that it could have been made by large suction cups. He spoke in [redacted] with someone over the phone but I have no idea what they said. He said the marks could be fixed but he did not have the right tools with him on that visit. He promised to return with a technician to fix the problems.  On June 5th, a technician came to my home by himself. He fixed deep cuts scratches in other areas of the granite. He made an attempt to fix and concluded that the 2 approximately 15 inches in diameter circular scratches could not be repaired. He also spoke in [redacted] with someone over the phone. He said the finish would get worse if he tried to grind them out. And promised us to let VAMG/Mr. M** know the problem.I can provide the entire email chain that backs up my assertions. I also have photographs that show the two circular scratches on the granite countertop. Please let me know if I should send the email chain to you which establishes all the facts. Any further questions please contact me at ###-###-####Thank you for your time.Regards,
[redacted]

Revdex.com WASHINGTON DC Ju 28 2017 10:57am P201/001July 18, 2017 Pagel of 14To whom it may concern: Please read the following documentation as it relates to this case, Ling hasalso disputed her credit card charges. Virginia Marble and Granite is a Company of high reputation and prides itself in product,...

service level, quality, and customer satisfaction. We have been members of Angie's list for 4 years now and have maintained an “A” Rating. She is a very difficult customer and regardless of what she has signed and what has been explained to her, just isn't acceptable. We have dose at that is possible and you may feel free to visit her home and look at her beautiful countertop. Asbusiness owners you Come to realize that you although you deploy assets on a dairy basis to execute your plan to perfection, ultimately everyone isn't going to be happy. All you can control is your environment and educate customers to the best of your ability. We are a natural and man-made Countertop provider. These are rocks we are talking about and she was well aware of what she was getting. Her expectation is for our company to continue to work on a factory blemish that she acknowledged in the beginning and by signing her customer agreement for B. Mrs. Ling even neglected to communicate this form to her credit card company upon her dispute. We are not dealing with a Customer of integrity but someone looking to damage a reputation or company name.