Living Southern Style of Brevard

Response:*** *** order a kitchen countertop on 7/17/This countertop included an intricate island approx 117" x 56"with a mitered buildup & water fall legHe failed to mention the unit was on the 3rd floorHe failed to mention the stairway was straight up, no resting areaKeep in mind,
this island weighs over 1000lbsWe agreed he would have guys to bring up the piece because I tried to explain to him its impossible to bring this up to the unit without a craneHe refusedHe advised it wouldnt be a problemHe would handle the lifting himself with his menThat was a disasterWhile his men attempted to bring the 1000+lb piece up, the island fell down the stairs and broke one of the guys handsHe was taken in an ambulance to the hospital*** *** came back to my office to discuss alternatives for the islandWe agreed we would make the island into pieces and he would need to add support so his cabinets can withstand the weightThe new size of the pieces would now fit in the elevator and be brought to the 3rd floor that wayAt that time, it was advised, the company was extremely busy and we would not be able to begin for a few weeksA definitive number was NEVER givenI reached out to *** about weeks later to advise we were finishing up on our commercials projects and would be working on his island in a few more weeksI apologized for the ***ay, thanked him for his patience, as he does have a 100% working kitchen, the island is only a sitting areaAfter that call I received a call from ***, who advised she was ***'s wifeMake a long story short, she began threatening the company, calling back to back and hanging upWe advised her the installation for the island will be 8/28/Upon arrival that day, the island was brought up in the elevator as agreed only to see the support was never installed by ***The installer, ***, advised he would have to wait for the cabinets to have the support in order to install*** contacted her husband, who explained he would be able to install the support over the weekendWe would be back the week of 8/As of now, *** is going to install the island piecestomorrow afternoonNo one has ever hung up on Ms *** ***All of my conversations are recorded and I can prove thatI can also provide a call history as to the exaggerated calls Ms *** *** made then hung up upon picking up the phoneIts become a circus with this installationWe are waiting for completion to rid ourselves from her unprofessional mannerismsThank you for your timeI hope this helpsIve never had to respond to anything like this in entire professional career

I am rejecting this response because:There are numerous false statements from this company.1.  [redacted] (the person whom I'm assuming is writing this) was NOT present when [redacted] told us that he had a big job and that the install would take place in 1.5-2wks after we made our payment on 7/17.2.  As of August 4th NO ONE HAD CONTACTED US REGARDING THE INSTALL.  On that date now 12 business days after we made payment I called and spoke to [redacted] who said they had not completed the build up and that he would start it on Thursday 8/6 and it would take 4-5 days.3.  After calling several times to narrow down an installation date the install was not confirmed until 20 days later for 8-24.4.  I NEVER CALLED AND THREATENED ANYONE.  First I am a professional and I'm an understanding human being to a certain extent.  A consumer can only accept so much lying, deceit, disrespect, and misrepresentation.  Furthermore if I every threatened them their own receptionist would not have said I was always kind and professional when speaking with her and [redacted] herself wouldn't have "put on a pleasant" demeanor when I dropped off another template, the original was misplaced by them.  Also on that day I was followed by their receptionist into the building and up the stairs, I'm assuming to see who I was, she was leaving the building as I was walking in. If I threatened them in anyway I do believe they would have been on alert and terrified upon my arrival.Aside from the lying mentioned in the reply here are other examples of misleading the consumer:a.  Telling client they would schedule the install inline with my availability after 5pm but then scheduling the original install at 11am to later have to cancel due to a sick employee.  I later found out that they do not install after 5pm.b.  Having their receptionist tell clients they are booked for installs 3/4 weeks out yet [redacted] saying she completes the schedule every Monday.c.  Lying about warranty and guaranteed jobs.  In an email exchange [redacted] proceeds to tell me our job does not have a warranty due to the size of the island stone (no seam and 3rd fl walk up due to size). Once we decided to place a seam and use the elevator the lack of warranty was then shifted to the manufacturer.  This is clearly a made up policy as the reason for lack of warranty should not change.  It is either due to the type/size of job or the manufacturer.  When we inquired about the manufacturer we were told that they can not provide that information because they do not deal directly with the client.  We only requested this information to better understand if the manufacturer offered any additional insurances for their material.  [redacted] unprofessionally asked me to stop asking about the warranty/guarantee and that she wanted to end all ties on Friday (all in email). I had to ask her to respond with a more professional answer as to what their policy is for warranties/guarantees.5.  As for the multiple calls I made reference to my amount of calls in my complaint.  The reason for multiple calls is because I was being ignored and hung up on.  Why would I call to hang up?  I'm not a child who has time to play games with unprofessional adults.6.  As for the support that is correct my husband was away for 3 he is in the military and had to report for mandatory training, so unfortunately he forgot to build the additional support, he was also dealing with the death of one of his soldiers so his mind had been elsewhere.  Thankfully this company has professional contractors and [redacted] politely explained to me what needed to be done.  He also went above and beyond to accommodate my availability to complete the install which is taking place as I type.  The lack of professionalism is apparent in their response.  Not once did they take accountability for them dropping the ball.  Couple that with the blatant lies and misrepresentations within this response it is clear this company needs an overhaul and new employees.  It bewilders me that