Wes Ward Auto Repair

Initial Business Response /* (1000, 8, 2015/12/01) */
Contact Name and Title: *** ** Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@thegraniteexpo.com
Hi, ***
I just did got your Revdex.com complaint TodayI am so sorry about the delayI still working very *** your orderdue
to the Chinese's holiday and thanksgivingthe air shipping is slowing than usuallyand also I want the manufacture take a very high quality control on your order so it take them a bit more timeI already got half of the orderthe half of the order will come in around the 12/I had make a trip to the Oakland warehouse just making sure they are look good and they didonce the other half of the order is come in I will call you to arrange a time to put it in for youon the warranty of the door is going to be star on the day of the installation is doneyou will have another year of it
Again I apologize for the delayyou should hear from us soonThank you for your patient
Initial Consumer Rebuttal /* (2000, 10, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They call me on Tuesday explain that half of the order was here and he waiting on the other half,which should be here by December 10,2015.My warranty will start from the day they install the new doors and warranty 1year

Final Consumer Response /* (2000, 10, 2015/11/12) */
The manager *** contacted myself on October 17, after receiving the filed complaint from Revdex.com*** then emailed me on 10/17/requesting photos and a list of the problems we had with our cabinets so he can fwd to the installersThe
pictures were sent via email and a date was scheduled for 10/23/15- FridayThe two installers came and fixed all the problems within 30-minutes*** sent an email dated 10/27/inquiring if there was anything he can do to help usI responded to *** advising the cabinets have been taken careI'm glad this problem finally got some resolutionI just cant believe it took a Revdex.com complaint to make this company respond and take care of the customer needsUnfortunately our one year warranty is over but I highly recommend new customers that if they have a problem with Granite Expo that they file a complaint to get it taken care ofThanks Revdex.com and the case worker who made this possible!

Initial Business Response /* (1000, 5, 2015/10/16) */
The first crack was on June 2014, the crack was repaired by installersSecond crack was on June 2015, which is a new crack close by the first crackCustomer stated that it's the same crack as the first one but it's notA few installers went
back in September 2015, customer did not allow for repair and insists to replace to new granite because she said the epoxy does not match the granite colorDue to granite are natural stone, color match will always be slightly differentCustomer inspected the granite upon pick up and before installation, and also signed the invoice/contract stated that all granite and labor cost are non-refundable and cannot be returnedWe shall not be liable for any damaged merchandise after leave our premises
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is correctly stated in Granite Expo's reply that the first crack(edge of sink to more than half way to the wall), the one that appeared two to four weeks after the granite was installed, was repaired (with epoxy) in June There were no other options givenAt that time we were told no other cracks would appear in that area
We do not agree with Granite Expo's assessment of the second crack (July 2015)This second crack is absolutely related to the first repaired crackIt is in the same spot (edge of sink to the wall)The crew that came out used a level and determined that the granite is not levelIn their own words they stated that "This is not level"I questioned them regarding this, and they were surprised that it was actually Granite Expo that did the installation (underlayment- plywood)The impression we got was that both cracks are directly related to the counter top not being levelIt seems that both cracks are due to poor leveling of the underlaymentObviously there is a weak part of the granite where the cracks developedThe cracks are either due to the poor leveling job done by Granite Expo or defective granite
If it is not level then needless to say that over time it will crackSince the first crack appeared within in 2-weeks of install, then of course there were issues from the startIf we would have known more cracks would appear at this weak point, then we would have had it replaced right awayAt that time we were REASSURED that this is very RARE and NO OTHER cracks would appear....NOT TRUE.-undoubtedly due to the fact that it is NOT level
This newly formed crack is even longer, deeper and raisedThe crew stated that if it was not raised, they would be able repair it with the same epoxyThis would create a white/cream line all along the crack, and as the crack is much longer and wider, the white streak would be seen the entire length of the crack which does not make the crack "disappear"
BUT since the crack is raised, the crew from Granite Expo stated that it is not repairableThe crew stated they were not able to correct the raised areaIt would always be raised as well as have a definite color distinctionWe were told that not only would the epoxy not match as a light streak would show on our darkish granite, but it would be a line that is not only discolored but raised above the surfaceAgain it is not repairable
We relied on Granite Expo to do a good job installing the granite and provide non-defective materialsAt the time of sale *** (the sales lady) let us know that the granite pieces and type we chose was VERY sturdy - sturdier than others with more marbling through themWe relied on them to do the proper leveling of the underlayment which apparently did not happenTo repeat: the crack is in the same spot at the orginal crackIt is NOT level per the guys who came to assess the area of concernPictures were sent to Granite Expo
To do nothing is not acceptableIt is also not acceptable that they do not stand behind their granite and installationThe amount of phone calls and lack of customer service also has added to the frustration and apparent lack of concern for customersWe are repeat customersWe have purchased granite (slabs and prefabricated vanities) from Granite Expo before with no issuesIt is expected they take responsibility for and stand behind the granite and the installation of this job
Just to reiterate: It is reasonable to assume that this crack (edge of sink to the wall) is directly related to the first crack (edge of sink to more than half way to the wall)It was caused by the lack of a level surface when Granite Expo installed the granite and or defective graniteTo say it is not directly related is Granite Expo trying to get out of taking responsibility for the faulty granite and/or installationReplacing the granite would be the "middle ground"
Final Business Response /* (4000, 13, 2016/01/07) */
Please see below in response to Consumer Rebuttal:
As I mentioned to my previous response, our installers stated the first crack and the second crack is not relatedInstallers make sure everything is level before install the graniteThe reason may cause level is the foundation may have shifted due to earthquake or etc that may have cause the cabinet not levelIn regards the defective materials, all granite is natural stoneCustomer may have put too much pressure while chopping, slam/dropped something or put heated pot onto the granite that may cause it crackedCustomer picked their granite itself and installers make sure have customer inspect it before leave the store and before installationShe signed and agreed to all the "Terms and Conditions, Material Inspection and the Walk-Through Final Inspection"(See attached) On the customer invoice, it also stated: "Labor costs and specially ordered item are non refundable and cannot be returnedDue to the variegated coloring of granite, marble, and travertine, there are no guarantees on color, style, or marblingAbsolutely no refunds, return or exchanges after pick upThus, the customer is strongly encouraged to inspect all goods upon pickupWe shall not be liable for any missing or damaged merchandise after you leave our premises"Installers went back few times to repair the cracks and customer seem to not satisfied with the resultThe job date is on April 28, We do provide year warranty for all the installationAlthough, we shall not be responsible for the second crack which it happened on June
*** ***
Granite Expo & Company
Headquarters
XXXX XXth Street
Emeryville, CA XXXXX
Telephone: (XXX) XXX-XXXX ext***
Facsimile: (XXX) XXX-XXXX
E-Mail: ***@***
Final Consumer Response /* (4200, 15, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We cannot accept Granite Expo's latest replyNo resolution has been put forth by Granite ExpoThe "rebuttal" writer does not seem to know where the cracks are or else she would have known how impossible and far reaching the causes she states areIt is IMPOSSIBLE any chopping or hot pans be placed in this areaAs well it is IMPOSSIBLE that objects be dropped on it as it is in the cornerIt seems that they do not truly understand nor want to understand the relationship between the cracks as their own crew that came out did state to us that the cracks were relatedWe were given the impression that the gentlemen who came out were recommending replacement and were going to discuss this with the managerWhen the repair crew came out to look at and repair the second crack, they took great measure to inform and show us that the granite was not levelGranite Expo does not want to accept responsibility for faulty granite or improper installationFor the rebuttals stated causes set forth to be true then there would have been no offer to fix the first crack in the first placeSo the excuses do not have value
Clearly the installers did not make sure it was level at the time of installation as it is not levelWhy would a homeowner need to check this post installation? This is supposed to be professional companyI am sure this is not standard protocol for homeowners to check
It is a ridiculous statement to say that "chopping" could have caused it and we, of course, did not slam something down on itTo suggest this is their way of trying to deny any acknowledge that something is wrong with the granite or the installationIf the person writing Granite Expo's "rebuttal" really understood where the cracks are, she would have known how ridiculous all of the possible causes put forth areTrying to place blame on us now just seems to be reaching and grasping at strawsIt seems that they are shirking their responsibilities and proving to not be a trust worthy company
At the time of the install and delivery no issues were noted and none reportedTrueBut let's revisit the first crack, the acknowledgement of the needed repair and the repairClearly something went on to make this granite crackGranite Expo knew something was wrong when they fixed the first crackWe asked at the time of the repair "Is this something that is going to get worse." Granite Expo answered "NoGranite is a very hard surface and this is not typical." We were willing to live with the first repair as this was the only option givenWell clearly the granite deteriorated and it seems that the granite should have been replaced at that initial crack

Complaint: ***I am rejecting this response because: we asked for a quote for Oxford gray and the employee's told us it was Hollis gray even after showing them
in person and with a photoYour employees made the MISTAKE not usThe fact that you won't honor the price and take responsibility for your business shows the customer does not come firstWe will go somewhere else who is honestWell make sure not to use this store for any future business along with all of our contractor friendsIt's your lossI'll be sure to review you on other sites so people know what type of company they are dealing with. Sincerely,*** ***

The quote of $2,was for the item MHollis grey cabinetCustomer actually want the MOxford Grey cabinet which it cost more

Initial Business Response /* (1000, 9, 2016/01/13) */
Received business response via email on 1/12/16:
In response regarding complaint #XXXXXXXX:
We apologized for the inconvenience we had cause to our customer [redacted]. There may have been some miscommunication. We will charge customer...

for overmount sink and would like to refund the different of $100.00 to the customer for charging him for undermount cut sink hole. Please have customer provide us his credit card number and we will refund the amount that we owe him. Thank you.

[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept your response because the amount we paid was $229.36, NOT $100. We had already paid for fabrication of the counter tops as noted on the referenced invoices. So why the $129.36 difference? It makes no sense. There was no miscommunication either so I reject that comment as well. I had direct communication with both [redacted] and [redacted] from Granite Expo. and both of them understand my situation perfectly fine until they decided they didn't want to anymore and thought it easier to play the card of "miscommunication". Your business is doing a lot of advertising right now and it only seems like a proper business practice to refund a client for a service he didn't receive. Why play hard ball and opt to give a customer less than half of an over payment, it doesn't make sense from a [redacted] term business perspective. You want to have a trusted name for yourself, not continue with the current reputation as noted on websites like YELP. Do something good for your company and give me back the money I am owed, $229.36. Sounds fair, honest, human and even American right?
I have attached my response to this claim.
I reject there offer as it doesn't make any sense. They are offering me $100, when I paid $229.36. They have pulled this $100 figure out of thin air.
Middle Ground can be $225.
Final Business Response /* (4000, 13, 2016/01/15) */
Customer suppose to pay for the overmount even though we charged him the undermount. There is $100 difference between overmount and undermount cut sink hole. But with all the inconvenience we had cost the customer. We are willing to refund the amount of $229.36 to customer. Please provide us the credit card information to us for the refund.
Final Consumer Response /* (2000, 15, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke w/ Granite Expo today and they are refunding the money owed.