Arizona Kitchens and More

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted] & [redacted] [redacted]

I am responding to complaint no. [redacted] dated May,14 2014.  I received the letter today, the 24th of May, and am responding with in 1 hour of receiving it.  Clearly 7 days for me to respond from the date of the letter, to a  snail mail is insufficient.  I don’t’ understand why...

you would not do this online?  I was online a couple days ago updating my account, and it should of notified me, I went on today and searched and there is “no record” online, and I am unable to respond online. Nor could I get your link provided in the letter, to point to anything. 
 
The contract is attached from the [redacted], you will see it clearly states on page 2 that “Pitting, dry veins, and fissures can be part of the stone.”    The fissure in the island is a natural part of this stone, we did not see it when it was picked out, and Mr. & Mrs. [redacted] did NOT want to drive to Tempe AZ as it is a very long drive, [redacted] clearly explained this part before, to them and we always recommend that customers pick out their granite slabs themselves. Fissures are not uncommon in natural stone, and we cannot control millions of years of granite creation, it is just part of the granite.  The slab was not broke, nor was it a “B” rated slab.  It came from the quarry just as it looks now. There was one other slab we had access to, but it had a fissure in it also, as Mrs. [redacted] stated, [redacted] had told her. As stated above the fissure is a natural part of the granite, the customer was consulted about the granite, and they chose NOT to drive to Tempe to pick out their granite. (if the island is not glued then we will also fix that)
 
As to the itemized statement, the contract spells out what we will do and what the costs are.  The countertop that was in place, was a tile counter, the most difficult old top there is to remove, when coming up with a price for a [redacted], all factors are figured into what the final cost is, “the granite cost” is a portion of the total [redacted] cost. If you look at the plumbing page in the contract, you will see that we charged  325.00 for the hooking back up of the plumbing, [redacted] tossed the new faucet in at no charge to Mr. & Mrs. [redacted].
 
That is where we did fail, clearly we did not follow through like we promised on the faucet, and we apologize to our customer for that, I have already talked to [redacted], and he is going to schedule a time on Tuesday, the 27th to go down and change out the faucet.  We will also wave the final payment of 550.00, for we clearly did fail on getting it done it a timely manner. ([redacted] was coming back from a trip to CA the day of the install, and stopped there as it was on the way, he did forget to stop and pick up a faucet.)  As a reminder though, the faucet was an extra that was given to them, and not added into the contract.  This fact did hinder the response by [redacted] of acting quickly enough to change out the faucet.
 
Yes, the owner (me) has a Amish/Mennonite background, that makes me honest and willing to flex more than most business do in this sector of remodeling.  We pride ourselves in our honesty, but that cannot be conflated with picking out a wrong color or wrong granite slab, that the customer is not happy with. Natural stone is never the same, from one slab to another, we clearly gave Mr. & Mrs. [redacted] the choice to pick out their granite, [redacted], all do not offer this choice, you get what you get, and you live with it. That is not our policy, 98% of our customers do pick their slabs themselves. Mr. & Mrs. [redacted] was given that choice and clearly chose not to do that, the contract settles the matter of the fissure, if it were a failure on our part, as in we broke it and tried putting it back together, of course we would take full responsibility for it, but we cannot take responsibility for Mr. & Mrs. [redacted] not wanting to drive to Tempe to pick out their granite. If they want a new slab, they would have to come to Tempe to pick it out, we would offer to do it at a steep discount, but we will not replace the granite at our expense.
 
The two offers above, are beyond what we are legally required to do, waving the $550.00 is not required, and replacing the granite on the island is not required, but we are willing to do it at my cost, but they would be required to pick out the slab, the general tone of which may not match the rest of their kitchen. (the cost to do the island with a slab they pick out would be $1696.00 includes tax) (also if the island is not glued, then that will also be fixed if they keep it)
 
 [redacted]
 
[redacted]                                          Arizona Kitchens by Max LLC  ROC [redacted]                                                            Arizona Kitchens by Max & Company Inc.
 
Office ###-###-####
 [redacted]

I am responding to complaint no. [redacted] dated May,14 2014.  I received the letter today, the 24th of May, and am responding with in 1 hour of receiving it.  Clearly 7 days for me to respond from the date of the letter, to a  snail mail is insufficient.  I don’t’ understand why...

you would not do this online?  I was online a couple days ago updating my account, and it should of notified me, I went on today and searched and there is “no record” online, and I am unable to respond online. Nor could I get your link provided in the letter, to point to anything. 

 

The contract is attached from the [redacted], you will see it clearly states on page 2 that “Pitting, dry veins, and fissures can be part of the stone.”    The fissure in the island is a natural part of this stone, we did not see it when it was picked out, and Mr. & Mrs. [redacted] did NOT want to drive to Tempe AZ as it is a very long drive, [redacted] clearly explained this part before, to them and we always recommend that customers pick out their granite slabs themselves. Fissures are not uncommon in natural stone, and we cannot control millions of years of granite creation, it is just part of the granite.  The slab was not broke, nor was it a “B” rated slab.  It came from the quarry just as it looks now. There was one other slab we had access to, but it had a fissure in it also, as Mrs. [redacted] stated, [redacted] had told her. As stated above the fissure is a natural part of the granite, the customer was consulted about the granite, and they chose NOT to drive to Tempe to pick out their granite. (if the island is not glued then we will also fix that)

 

As to the itemized statement, the contract spells out what we will do and what the costs are.  The countertop that was in place, was a tile counter, the most difficult old top there is to remove, when coming up with a price for a [redacted], all factors are figured into what the final cost is, “the granite cost” is a portion of the total [redacted] cost. If you look at the plumbing page in the contract, you will see that we charged  325.00 for the hooking back up of the plumbing, [redacted] tossed the new faucet in at no charge to Mr. & Mrs. [redacted].

 

That is where we did fail, clearly we did not follow through like we promised on the faucet, and we apologize to our customer for that, I have already talked to [redacted], and he is going to schedule a time on Tuesday, the 27th to go down and change out the faucet.  We will also wave the final payment of 550.00, for we clearly did fail on getting it done it a timely manner. ([redacted] was coming back from a trip to CA the day of the install, and stopped there as it was on the way, he did forget to stop and pick up a faucet.)  As a reminder though, the faucet was an extra that was given to them, and not added into the contract.  This fact did hinder the response by [redacted] of acting quickly enough to change out the faucet.

 

Yes, the owner (me) has a Amish/Mennonite background, that makes me honest and willing to flex more than most business do in this sector of remodeling.  We pride ourselves in our honesty, but that cannot be conflated with picking out a wrong color or wrong granite slab, that the customer is not happy with. Natural stone is never the same, from one slab to another, we clearly gave Mr. & Mrs. [redacted] the choice to pick out their granite, [redacted], all do not offer this choice, you get what you get, and you live with it. That is not our policy, 98% of our customers do pick their slabs themselves. Mr. & Mrs. [redacted] was given that choice and clearly chose not to do that, the contract settles the matter of the fissure, if it were a failure on our part, as in we broke it and tried putting it back together, of course we would take full responsibility for it, but we cannot take responsibility for Mr. & Mrs. [redacted] not wanting to drive to Tempe to pick out their granite. If they want a new slab, they would have to come to Tempe to pick it out, we would offer to do it at a steep discount, but we will not replace the granite at our expense.

 

The two offers above, are beyond what we are legally required to do, waving the $550.00 is not required, and replacing the granite on the island is not required, but we are willing to do it at my cost, but they would be required to pick out the slab, the general tone of which may not match the rest of their kitchen. (the cost to do the island with a slab they pick out would be $1696.00 includes tax) (also if the island is not glued, then that will also be fixed if they keep it)

 

 [redacted]

 

[redacted]                                          Arizona Kitchens by Max LLC  ROC [redacted]                                                            Arizona Kitchens by Max & Company Inc.

 

Office ###-###-####

 [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted] & [redacted]