Initial Business Response /* (1000, 8, 2014/12/22) */
The material selection was done with a sample piece given to the ***' by their contractor, we always recommend that customer's view the actual piece prior to fabricationI will also send a copy of the signed proposal that states, "Granite,
marble, slate, limestone, and other stones are all products of natureParamount Granite Company cannot be held responsible for variations in the stoneIf the customer is concerned about such variations, we suggest that they view the slabs at Paramount Granite Company before the fabrication process begins."
Upon our completion of the installation of their vanity top, Mr& Mrs*** came to our showroom two days later because they did not like the color of granite they had selected, they admitted that they should have indeed come out and view the full partial piece prior to fabrication, as we had recommended them to doIn fact, Mrs*** stated, "I just cannot get up every morning and look at that." They wanted to look at different options to have the piece remadeWe did find something that they liked and I explained that it was a more expensive color than their original selection; they seemed perfectly fine with thatThey also brought up their concern regarding the faucet holes needing adjustingRegardless, Mrs*** stated that she could not live with the color of the existing vanity that was already installed and wanted it remade with the new selection
The faucet hole/sink hole layout fabricated in Mr*** vanity-top had been successfully run thousands of times in our year historyIn some rare occurrences, it does not work, and we must rework the piece to make it work - we have done this successfully many timesNever have we not been able to successfully rework the piece in a situation like this - never
When we bid the remake piece we did discount it to our cost, as it has always been our policy, to not profit from someone else's mistakeOnce I spoke to Mr*** regarding the pricing for the remake of the top his attitude immediately changedHe was extremely upset with the price, even after I explained to him that the replacement stone he chose was very expensiveThis is the point in the relationship where Mr*** attempted to take advantage of the situation, and attempt to use the "Fixable" faucet hole situation, as reason for a free replacement (as he still intends to do, now through the Revdex.com)Again, I explained that there new stone selection was more expensiveHe then asked for compensation for the faucets not working, which we planned on making the repairIt was around this time where we sent a service tech out to the job site, free of charge, to confirm that we could indeed make the repairUpon return of our service tech we decided to bring the piece back to the shop, so that it could not be disputed that the faucet holes would work perfectly, even though the contractor informed our service tech at this meeting, that Mrs*** still wanted it replaced with a different colorUpon offering to return the piece to our shop, Mr*** would not allow it, as he would not be able "to monitor" its reworkIt was with these words, that we knew Mr*** didn't want it to work, and he was being belligerent, and uncompromisingIt was at this point that we realized he was manipulating the situation in attempt to get a free replacement, for which we would not agree
To put the issue behind us we offered $for them to buy replacement faucets, as Mr*** would not allow us to rework the topWe decided to buy him new faucets as he continued to attempt to manipulate a free replacementBecause of the nature how this resolution was going we asked him to sign a release - standard practice when we deal with people like thisMr*** replied, "We agree lets end our miseryIf you would please send us a check for $we both can get this behind us." We then asked that he sign/agree an indemnity clauseTime lapsed and Mr*** then went back on the agreement to take $400, and was then asking for $We rejected that offer as Mr& Mrs*** wanted the top replaced regardless of the faucet issueSadly, the next correspondence we received from the ***' was through the Revdex.com
Please see the attached e-mail history as proof of the words hereinIt is very sad that Mr*** who started out as such a sweet person, suddenly chose to manipulate us for a replacement, too cover up his mistake of choosing a color that his wife finds "disgusting." Then he agrees to a resolution, and then rejects the resolutionVery sad situationAs you will see with the proof of the EM history, Mr*** left out facts in his story, now to manipulate the Revdex.com
We are asking the Revdex.com to review the case and come to the conclusion that we were not allowed to perform the work to make the customer satisfied, and even if we had they wanted the piece replaced regardlessPlease allow us to keep our A+ rating with the Revdex.com
Initial Consumer Rebuttal /* (3000, 11, 2014/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RE: Paragraph #of PGC's response: We have attached copies of PGC's Proposal #14-dated 8/27/and PGC's final Invoice #14-0849B dated 9/27/
Please notice that NOWHERE on either document is there anything that states PGC recommends viewing the actual piece prior to fabricationWe were never given a copy of a signed proposal that states, "Granite, marble, slate, limestone and other stones are all products of natureParamount Granite Company cannot be held responsible for variations in the stoneIf the customer is concerned about such variations, we suggest that they view the slabs at Paramount Granite Company before the fabrication process begins."
We did select a sample given to us by our contractor that PGC provided to himWe selected that specific sample because of the way it blended with the tile and wall paint we had selected for the rest of the bathroomOur contractor called the order in to PGC and specified the Granite to be used by the name on the back of the sampleIf viewing the slab before fabrication begins was that important, wouldn't this have been the proper time to bring that up? It never was
RE: Paragraph #2: Two days later we went to PGC's facility along with our sample piece and our faucet because even as much as we disliked the color of the piece they chose, the measurement of the holes for the faucets we had chosen (that were available to the person who measured the counter top) were measured incorrectly and we were unable to use themAt no time was there ever any mention that the measurement was done wrong
Approximately one month prior to our installation PGC did a neighbors bathroom counter top that is identical to ours because in our town home complex the same builder was used for all unitsOur contractor did their bathroom alsoAfter this ordeal started our contractor measured both faucet holes and found that from the back splash to the center of the faucet hole on the neighbors top was 1/16"Ours was only 1/2"
When PGC wanted to remove the top in order to make an attempt to repair it, we asked several questions prior to that happening at which time we were met with no answers and a nasty responseWe really don't care how many other times they used a standard measurement or made mistakes and had to rework them, we still feel that there is no acceptable solution being offered by PGCAt this point it could only be of a monetary compensation as a resolution, and we will not sign a standard release
We are forwarding all e-mail correspondence to you so you can understand our situation more clearly
We have never been treated so badly by any company we have dealt withEspecially the way we were treated by the owner who would not talk us one on one
Final Business Response /* (4000, 13, 2015/01/13) */
To all persons concerned, below is another response to Mr*** claims:
Attached is an additional copy of the contract signed by Mr***, or the contractor that he hired to represent himClearly you see the words that Mr*** claims do not existRegardless Mr*** was warned verbally before the job was fabricated, and of course we have witnesses to support that claim
Mr*** again makes a claim in the next paragraph, he was informed that he should view the piece before fabricationFurthermore upon him coming back to PGC to select a substitute/remake, he and his wife verbally admitted that they were offered the opportunity to see the piece before fabrication and chose not to - again we have witnesses here to support this
In his next paragraph concerning the fabrication of the holes, we have already responded to thisWe made a mistake that we could have easily repaired and Mr*** refused to allow us to bring the piece back here to make it perfectAs we now see his hopes were for a free replacement of a more desirable color
Again the fact remains that Mr*** is seeking to find a free replacement for his mistake in choosing a color he and his wife finds "disgusting." I am happy to hear that Mr*** has agreed to send all EM's to you as there you will find that we did have the $agreement that Mr*** in writing accepted but then later rejected asking for $800, and now he wants $It is sad that Mr***' narcissistic nature allows him to manipulate and deceiveWe recognize him as a brother in Christ, therefore loving him, we will continue to pray for himAt the same time we ask the Revdex.com to put an end to this nonsense
Final Consumer Response /* (4200, 16, 2015/01/28) */
My wife and I do not envy the folks at The Revdex.com of Minnesota and North Dakota for having to make a decision on this caseWe know in our hearts that what we have written is the truthWe are very sorry that Mr*** wishes to bring his and our Christianity into this because it is not the issue that the Revdex.com is decidingThe issue is the counter top that sits in our garage that was measured incorrectly by a person from Paramount Granite CompanyWe had faucets purchased that matched all the other fixtures in that bathroomWe were asked to purchase other faucets and accept a $payoff which was unacceptableThis issue has been gone over too many times to mentionWe look forward to the Revdex.coms decision on this matter as NO RESOLUTION has been reached at this time
Initial Business Response /* (1000, 8, 2014/12/22) */
The material selection was done with a sample piece given to the ***' by their contractor, we always recommend that customer's view the actual piece prior to fabricationI will also send a copy of the signed proposal that states, "Granite,
marble, slate, limestone, and other stones are all products of natureParamount Granite Company cannot be held responsible for variations in the stoneIf the customer is concerned about such variations, we suggest that they view the slabs at Paramount Granite Company before the fabrication process begins."
Upon our completion of the installation of their vanity top, Mr& Mrs*** came to our showroom two days later because they did not like the color of granite they had selected, they admitted that they should have indeed come out and view the full partial piece prior to fabrication, as we had recommended them to doIn fact, Mrs*** stated, "I just cannot get up every morning and look at that." They wanted to look at different options to have the piece remadeWe did find something that they liked and I explained that it was a more expensive color than their original selection; they seemed perfectly fine with thatThey also brought up their concern regarding the faucet holes needing adjustingRegardless, Mrs*** stated that she could not live with the color of the existing vanity that was already installed and wanted it remade with the new selection
The faucet hole/sink hole layout fabricated in Mr*** vanity-top had been successfully run thousands of times in our year historyIn some rare occurrences, it does not work, and we must rework the piece to make it work - we have done this successfully many timesNever have we not been able to successfully rework the piece in a situation like this - never
When we bid the remake piece we did discount it to our cost, as it has always been our policy, to not profit from someone else's mistakeOnce I spoke to Mr*** regarding the pricing for the remake of the top his attitude immediately changedHe was extremely upset with the price, even after I explained to him that the replacement stone he chose was very expensiveThis is the point in the relationship where Mr*** attempted to take advantage of the situation, and attempt to use the "Fixable" faucet hole situation, as reason for a free replacement (as he still intends to do, now through the Revdex.com)Again, I explained that there new stone selection was more expensiveHe then asked for compensation for the faucets not working, which we planned on making the repairIt was around this time where we sent a service tech out to the job site, free of charge, to confirm that we could indeed make the repairUpon return of our service tech we decided to bring the piece back to the shop, so that it could not be disputed that the faucet holes would work perfectly, even though the contractor informed our service tech at this meeting, that Mrs*** still wanted it replaced with a different colorUpon offering to return the piece to our shop, Mr*** would not allow it, as he would not be able "to monitor" its reworkIt was with these words, that we knew Mr*** didn't want it to work, and he was being belligerent, and uncompromisingIt was at this point that we realized he was manipulating the situation in attempt to get a free replacement, for which we would not agree
To put the issue behind us we offered $for them to buy replacement faucets, as Mr*** would not allow us to rework the topWe decided to buy him new faucets as he continued to attempt to manipulate a free replacementBecause of the nature how this resolution was going we asked him to sign a release - standard practice when we deal with people like thisMr*** replied, "We agree lets end our miseryIf you would please send us a check for $we both can get this behind us." We then asked that he sign/agree an indemnity clauseTime lapsed and Mr*** then went back on the agreement to take $400, and was then asking for $We rejected that offer as Mr& Mrs*** wanted the top replaced regardless of the faucet issueSadly, the next correspondence we received from the ***' was through the Revdex.com
Please see the attached e-mail history as proof of the words hereinIt is very sad that Mr*** who started out as such a sweet person, suddenly chose to manipulate us for a replacement, too cover up his mistake of choosing a color that his wife finds "disgusting." Then he agrees to a resolution, and then rejects the resolutionVery sad situationAs you will see with the proof of the EM history, Mr*** left out facts in his story, now to manipulate the Revdex.com
We are asking the Revdex.com to review the case and come to the conclusion that we were not allowed to perform the work to make the customer satisfied, and even if we had they wanted the piece replaced regardlessPlease allow us to keep our A+ rating with the Revdex.com
Initial Consumer Rebuttal /* (3000, 11, 2014/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RE: Paragraph #of PGC's response: We have attached copies of PGC's Proposal #14-dated 8/27/and PGC's final Invoice #14-0849B dated 9/27/
Please notice that NOWHERE on either document is there anything that states PGC recommends viewing the actual piece prior to fabricationWe were never given a copy of a signed proposal that states, "Granite, marble, slate, limestone and other stones are all products of natureParamount Granite Company cannot be held responsible for variations in the stoneIf the customer is concerned about such variations, we suggest that they view the slabs at Paramount Granite Company before the fabrication process begins."
We did select a sample given to us by our contractor that PGC provided to himWe selected that specific sample because of the way it blended with the tile and wall paint we had selected for the rest of the bathroomOur contractor called the order in to PGC and specified the Granite to be used by the name on the back of the sampleIf viewing the slab before fabrication begins was that important, wouldn't this have been the proper time to bring that up? It never was
RE: Paragraph #2: Two days later we went to PGC's facility along with our sample piece and our faucet because even as much as we disliked the color of the piece they chose, the measurement of the holes for the faucets we had chosen (that were available to the person who measured the counter top) were measured incorrectly and we were unable to use themAt no time was there ever any mention that the measurement was done wrong
Approximately one month prior to our installation PGC did a neighbors bathroom counter top that is identical to ours because in our town home complex the same builder was used for all unitsOur contractor did their bathroom alsoAfter this ordeal started our contractor measured both faucet holes and found that from the back splash to the center of the faucet hole on the neighbors top was 1/16"Ours was only 1/2"
When PGC wanted to remove the top in order to make an attempt to repair it, we asked several questions prior to that happening at which time we were met with no answers and a nasty responseWe really don't care how many other times they used a standard measurement or made mistakes and had to rework them, we still feel that there is no acceptable solution being offered by PGCAt this point it could only be of a monetary compensation as a resolution, and we will not sign a standard release
We are forwarding all e-mail correspondence to you so you can understand our situation more clearly
We have never been treated so badly by any company we have dealt withEspecially the way we were treated by the owner who would not talk us one on one
Final Business Response /* (4000, 13, 2015/01/13) */
To all persons concerned, below is another response to Mr*** claims:
Attached is an additional copy of the contract signed by Mr***, or the contractor that he hired to represent himClearly you see the words that Mr*** claims do not existRegardless Mr*** was warned verbally before the job was fabricated, and of course we have witnesses to support that claim
Mr*** again makes a claim in the next paragraph, he was informed that he should view the piece before fabricationFurthermore upon him coming back to PGC to select a substitute/remake, he and his wife verbally admitted that they were offered the opportunity to see the piece before fabrication and chose not to - again we have witnesses here to support this
In his next paragraph concerning the fabrication of the holes, we have already responded to thisWe made a mistake that we could have easily repaired and Mr*** refused to allow us to bring the piece back here to make it perfectAs we now see his hopes were for a free replacement of a more desirable color
Again the fact remains that Mr*** is seeking to find a free replacement for his mistake in choosing a color he and his wife finds "disgusting." I am happy to hear that Mr*** has agreed to send all EM's to you as there you will find that we did have the $agreement that Mr*** in writing accepted but then later rejected asking for $800, and now he wants $It is sad that Mr***' narcissistic nature allows him to manipulate and deceiveWe recognize him as a brother in Christ, therefore loving him, we will continue to pray for himAt the same time we ask the Revdex.com to put an end to this nonsense
Final Consumer Response /* (4200, 16, 2015/01/28) */
My wife and I do not envy the folks at The Revdex.com of Minnesota and North Dakota for having to make a decision on this caseWe know in our hearts that what we have written is the truthWe are very sorry that Mr*** wishes to bring his and our Christianity into this because it is not the issue that the Revdex.com is decidingThe issue is the counter top that sits in our garage that was measured incorrectly by a person from Paramount Granite CompanyWe had faucets purchased that matched all the other fixtures in that bathroomWe were asked to purchase other faucets and accept a $payoff which was unacceptableThis issue has been gone over too many times to mentionWe look forward to the Revdex.coms decision on this matter as NO RESOLUTION has been reached at this time