Penn Granite and Stone

Dear [redacted] ***, I am writing this letter to you in regard to the letter we recieved in accordance to a customer complaint named [redacted] We have investigated the complaint and would like to elaborate more on the situation that we have in handOur first visit to ** [redacted] s house was to do the template, our templator discussed with [redacted] of all the details and mentioned to him about any possible breakings into the wall [redacted] has also said that it was not a problem as he was going to make a molding to solve any issues arisingOn the day of installation, my crew reached to [redacted] s house and the only person there was, [redacted] s partner [redacted] was not present at the day of the installationWhile installation, my crew found out there was an issue with one granite piece been a little too tight towards the wallUsually in these circumtances, our crew asks the customer if its ok to go into the wall for proper installation [redacted] s partner has given my crew an "okay" to proceed with the above stated solutionThe installation was finished, and ** [redacted] s partner had said it was a job well done.At the end of the day [redacted] came to our facility and had a complaint about one piece been a 1/of an inch bigger, so we went a couple of days later to solve the issueSince the material was very fragile and had the tendency to chip very easily, we decided to bring back the piece to fix in the shopAfter the piece was fixed we tried to contact [redacted] a few times but to no vailDuring the course of the last months we have contacted [redacted] and tried to re-solve his issuesWe have tried to go to his house as many as times, but [redacted] has, each and every time used profanity and asked our crew to leave his houseWe as a company feel very cheated by this situationWhile we tried to desperatly help [redacted] , all we got back was a "get out of my house"We are ready to go back and fix the issues with our countertops, but only if [redacted] allows us to do thatOur Company has always put customer service as our top priorityNothing makes us happier than to see our customers happy with our product and servicesWe have tried to solve [redacted] s problem but he has not let us make that possible.I personally thank you for giving me the oppurtunity to hand you this information.hope you this situation well and come to a solution that would benefit the company and our CUStomer.Thankfully,Yasin K***Penn Granite and Stone

I am rejecting the offer for them to fix damaged granite counter tops
All phone calls and agreements were made to Matt, mostly done from Virginia, in resolving this matterAt NO point did I give permission for anyone to cut into the walls - I even questioned the professionals why the L shape did not fit(was told cut was off slightly) and that the 27" top(have not seen it since the 2nd visit) was up against the frig to which I was told to remove the molding off the floor so the stove can fitAlso they should not use 2x4's with nails in them because they leave big holes in vinyl floors as they did to oursAs mentioned after the 5th unresolved issues Matt called and left a voice message that since they cannot resolve this they would refund our money plus the cost of damages done to which we agreed to on 7/2/- I told them that we would have everything disconnected and he agreed to be there with a check on Monday 7/7/@ 9AM and would remove counter tops(along with his father)No one showed up-*** called at 9:30am Matt said that they are on their way- Pat and Hugo showed up @ 11am(Hugo was there to talk us into keeping them that he would try to fix them)After inspecting the counter tops for possible solutions, Hugo was upset that they could leave a customer with the amount of damages done & even asked where was the 27" top? He told us that a marble saw & fine sanding methods are required to try to correct the damaged tops(he said he would try but could not guarantee) and we were once again going to keep them until Yasin showed up(mins later), had words with Mark, then HE told the guys for the 2nd time to leave our premises.(Hugo even called to someone to try to resolve this-thank you Hugo-but he told us that he had to listen to Yasin and must leave)At no time did we ever ask anyone from the crew to leave or they were not allowed into our home it was all YasinFurther more no one tried to call us to rectified as stated in Yasin's response except when Matt called to say we can have a full refundAlso I tried calling Matt several times on 6/30, 7/& 7/from the house phone and no on would answer but when I called using my cell on 7/Matt picked upI took pictures of the old counter tops on the day of installation before they were removed and pictures of the current damaged tops and wallsPlease all we want is a full refund along with cost of damages done to drywalls and floor*** had lost overtime pay on several days because he had to be here when they did show up late and even on the days when they didn't show up
Thank you,
*** ***
Virginia D**as
ssist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear [redacted],
I am writing this letter to you in regard to the letter we recieved in accordance to a customer complaint named [redacted]. We have investigated the complaint and would like to elaborate more on the situation that we have in hand.
Our first visit to **...

[redacted]s house was to do the template, our templator discussed with [redacted] of all the details and mentioned to him about any possible breakings into the wall. [redacted] has also said that it was not a problem as he was going to make a molding to solve any issues arising. On the day of installation, my crew reached to [redacted]s house and the only person there was, [redacted]s partner. [redacted] was not present at the day of the installation. While installation, my crew found out there was an issue with one granite piece been a little too tight towards the wall. Usually in these circumtances, our crew asks the customer if its ok to go into the wall for proper installation. [redacted]s partner has given my crew an "okay" to proceed with the above stated solution. The installation was finished, and ** [redacted]s partner had said it was a job well done.At the end of the day [redacted] came to our facility and had a complaint about one piece been a 1/4 of an inch bigger, so we went a couple of days later to solve the issue. Since the material was very fragile and had the tendency to chip very easily, we decided to bring back the piece to fix in the shop. After the piece was fixed we tried to contact [redacted] a few times but to no vail. During the course of the last 3 months we have contacted [redacted] and tried to re-solve his issues. We have tried to go to his house as many as 5 times, but [redacted] has, each and every time used profanity and asked our crew to leave his house. We as a company feel very cheated by this situation. While we tried to desperatly help [redacted], all we got back was a "get out of my house". We are ready to go back and fix the issues with our countertops, but only if [redacted] allows us to do that.
Our Company has always put customer service as our top priority. Nothing makes us happier than to see our customers happy with our product and services. We have tried to solve [redacted]s problem but he has not let us make that possible.I personally thank you for giving me the oppurtunity to hand you this information.hope you this situation well and come to a solution that would benefit the company and our CUStomer.Thankfully,Yasin K[redacted]Penn Granite and Stone

Review: Sizing incorrect, holes in walls, they cut sheet rock and damaged stove and floorStill missing small 27" topappointments were made 1) 4PM received call at 4:30PM running late - no one showed up 2) 4PM received call at 4:20PM truck broke down in Hazleton - no show - I left work early lost wagesYosan(template man) & Pat arrived to measure again for solution; took small counter top back for incorrect size & will recut; old top 27" new one 3/4" back & 3/" front; this oversized top scratched our stove and pushed against the refrigerator which caused the floor to squeakWas not a straight cut had flared angle cut.Appt at 5PM showed up at 4PM; Returned with top that was all chipped up; edges still the same and still bowed you could see in the cabinetThe guys were told to cut the tops in the house; asked what if they damaged them so we called Mat with guys still here; agreement for Mat & his father(owner and cuts the stone) to come out and resolve problems and will call us back with a timeNo return call.Called them back again; my father & I will be there; Yosan, Pat & Oscar showed up at 7:30PM-appt was for 6PMDid not bring small topSaid that they were taking tops back to recut - asked who was taking the plumbing apart? Yosan said not my job you should already had this done - asked him to take them back and return our money - he walked out the door.Received call from Mat that he will reimburse in full plus damages doneMade apptfor Monday 7/7/at 9AM to pick up the tops - Mat told us that he and his father will cancel Monday apptsand will come up and re-evaluate the situation and try to resolve thisNo one showed up called him at 9:30AM he said that we were to text him to confirm the apptthen said that they were on their way - Pat & Hugo showed up; Hugo thinks he can recut the tops but is waiting for someone to show up; Yosan showed up words were exchanged then Yosan told the guys to leave the tops.We have no water because plumbing was disconnected.Desired Settlement: Full refund for counter tops plus damages done to walls, stove and floor: lost wages for no show appointments and for all the inconveniences that we suffered in the past months, example no water or drain and no use of dishwasher at presentPlus they never brought back the small counter top
Business
Response:
Dear [redacted],I am writing this letter to you in regard to the letter we recieved in accordance to a customer complaint named [redacted]We have investigated the complaint and would like to elaborate more on the situation that we have in hand.Our first visit to [redacted]s house was to do the template, our templator discussed with [redacted] of all the details and mentioned to him about any possible breakings into the wall[redacted] has also said that it was not a problem as he was going to make a molding to solve any issues arisingOn the day of installation, my crew reached to [redacted]s house and the only person there was, [redacted]s partner[redacted] was not present at the day of the installationWhile installation, my crew found out there was an issue with one granite piece been a little too tight towards the wallUsually in these circumtances, our crew asks the customer if its ok to go into the wall for proper installation[redacted]s partner has given my crew an "okay" to proceed with the above stated solutionThe installation was finished, and [redacted]s partner had said it was a job well done.At the end of the day [redacted] came to our facility and had a complaint about one piece been a 1/of an inch bigger, so we went a couple of days later to solve the issueSince the material was very fragile and had the tendency to chip very easily, we decided to bring back the piece to fix in the shopAfter the piece was fixed we tried to contact [redacted] a few times but to no vailDuring the course of the last months we have contacted [redacted] and tried to re-solve his issuesWe have tried to go to his house as many as times, but [redacted] has, each and every time used profanity and asked our crew to leave his houseWe as a company feel very cheated by this situationWhile we tried to desperatly help [redacted], all we got back was a "get out of my house"We are ready to go back and fix the issues with our countertops, but only if [redacted] allows us to do that.Our Company has always put customer service as our top priorityNothing makes us happier than to see our customers happy with our product and servicesWe have tried to solve [redacted]s problem but he has not let us make that possible.I personally thank you for giving me the oppurtunity to hand you this information.hope you this situation well and come to a solution that would benefit the company and our CUStomer.Thankfully,Yasin K[redacted]Penn Granite and Stone
Consumer
Response:
I am rejecting the offer for them to fix damaged granite counter tops
All phone calls and agreements were made to Matt, mostly done from Virginia, in resolving this matterAt NO point did I give permission for anyone to cut into the walls - I even questioned the professionals why the L shape did not fit(was told cut was off slightly) and that the 27" top(have not seen it since the 2nd visit) was up against the frig to which I was told to remove the molding off the floor so the stove can fitAlso they should not use 2x4's with nails in them because they leave big holes in vinyl floors as they did to oursAs mentioned after the 5th unresolved issues Matt called and left a voice message that since they cannot resolve this they would refund our money plus the cost of damages done to which we agreed to on 7/2/- I told them that we would have everything disconnected and he agreed to be there with a check on Monday 7/7/@ 9AM and would remove counter tops(along with his father)No one showed up-[redacted] called at 9:30am Matt said that they are on their way- Pat and Hugo showed up @ 11am(Hugo was there to talk us into keeping them that he would try to fix them)After inspecting the counter tops for possible solutions, Hugo was upset that they could leave a customer with the amount of damages done & even asked where was the 27" top? He told us that a marble saw & fine sanding methods are required to try to correct the damaged tops(he said he would try but could not guarantee) and we were once again going to keep them until Yasin showed up(mins later), had words with Mark, then HE told the guys for the 2nd time to leave our premises.(Hugo even called to someone to try to resolve this-thank you Hugo-but he told us that he had to listen to Yasin and must leave)At no time did we ever ask anyone from the crew to leave or they were not allowed into our home it was all YasinFurther more no one tried to call us to rectified as stated in Yasin's response except when Matt called to say we can have a full refundAlso I tried calling Matt several times on 6/30, 7/& 7/from the house phone and no on would answer but when I called using my cell on 7/Matt picked upI took pictures of the old counter tops on the day of installation before they were removed and pictures of the current damaged tops and wallsPlease all we want is a full refund along with cost of damages done to drywalls and floor[redacted] had lost overtime pay on several days because he had to be here when they did show up late and even on the days when they didn't show up
Thank you,
Virginia D**as
ssist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
Regards,