Initial Business Response /* (1000, 5, 2017/04/20) */
This responds to allegations made by [redacted] against Great Basin Granite relating to a bathroom remodel that our company performed at [redacted] residence in late 2016. First and foremost, our company performs quality work and...
this job was not exception. Hopefully, this response will give you perspective as to the true reason behind [redacted] ongoing complaints.
By way of background, at the outset, we were delayed due to unanticipated repairs that had to be performed on the walls and floors, to include replacing backer board. The damage wasn't visible when we bid the job and did not know this would be a problem until we started the tear out. Even though this additional work cost us time and money, we did it at no charge to [redacted]. Apparently, this did lead to some late fees being charged by a plumbing contractor. [redacted] then complained about this, even though it was not our fault. Still, in an effort to appease [redacted], we offered to compensate her for those late fees in form of granite window ledges. I asked [redacted] multiple times for the plumber's invoice to enable us to do this, but [redacted] did not provide anything in writing to substantiate the late fees.
In December 2016, after the job was completed, [redacted] called us to come back and re-do some finishing touches like cleaning and refilling grout. We gladly agreed to do this. However, after performing that additional work, [redacted] complained that we soiled her hallway carpet with thin set. Our employees adamantly denied having done this. Nevertheless, in order to appease [redacted], we retained a professional carpet cleaner to clean her carpet. Afterward, the carpet company stated that the stains appeared to have been older.
On December 18, 2016, after dealing with all of these complaints, [redacted] wrote us a letter stating as follows:
I [redacted] agree that the excess fees paid to plumber $300 is going to be covered by Great Basin Granite in form of trade with Granite window ledges in kitchen & living room so for both parties once completed it is considered even nothing owed.
We have had some finishing touches redone and I am content with the job. BS
However, three months later, [redacted] called us unexpectedly, complaining that she wasn't happy with the way the shower turned out, demanding that some grout be repaired again and that we give her a refund in the amount of $1,000. It should be noted that it was [redacted] who picked out all the colors and agreed to the tile layout that she was apparently now displeased with.
[redacted] has also been making and threatening to make disparaging remarks to competitors and others in order to obtain additional work and money. This has included making various complaints about Great Basin Granite on social media.
In order to put an end to this, we attempted to settle any and all claims for $1,000, provided [redacted] sign a release and non-disparagement agreement. However, [redacted] continues to demand more and more, and we believe that, at this point, we have reached an impasse.
In her Revdex.com complaint, [redacted] makes a number of incorrect or inaccurate statements that I feel need to be clarified:
1. [redacted] complains that "they have not and will not give me an invoice for this work." However, [redacted] did not request an invoice for the completed work and we would be happy do so.
2. [redacted] states that she offered us $1,000 back to perform work and cleaning. This is not the case. As stated, we offered her $1,000 to settle all claims after she demanded that amount as a refund. She refused this offer
3. [redacted] states that we won't guarantee our work. However, I specifically told [redacted] that her that her fully functional shower has one year guarantee.
The bottom line is that, in our opinion, [redacted] is making complaints to the Revdex.com and others for no reason other than to leverage as much money out of Great Basin Granite as she possibly can. We respectfully request that if you post [redacted] complaint online, you post our response as well.
Initial Consumer Rebuttal /* (3000, 8, 2017/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
She has taken this out of context and changed things to make it look favorable on them. I have no idea about home remodel that is why I hired a professional. But in the long run I have photos of the shoddy job on the shower and their offers to make it ok yet they don't. Crooked installed tiles tiles chipped and cut crooked.
I did initially sign a statement saying I would allow them to do extra work to make it better the extra charges I incurred. But then looking at their work and finding more problems with the shower over time If they think that is professional quality I do not want them working on any other part of my home.
In the past few months I have had to go out for surgery a death in the family that made it difficult to try and work with them which is why the time frame has lapsed but it does not disallow the quality of work.
With cleaning the carpets I have a witness to the fact their installer refused to allow me to put down something to protect my carpet and that he had grout and thunder tracked all through my house and that he stated the mess was what I had to deal with.
Final Business Response /* (1000, 17, 2017/06/19) */
This matter has been turned to the NV state contractor board, a notice to correct had been sent and a licensed contractor will be performing touch ups that the investigator asked for so contractor board is able to close this case. Thank you!
Final Consumer Response /* (2000, 24, 2017/08/10) */
We have reached a resolution that I am satisfied with
Initial Business Response /* (1000, 5, 2017/04/20) */
This responds to allegations made by [redacted] against Great Basin Granite relating to a bathroom remodel that our company performed at [redacted] residence in late 2016. First and foremost, our company performs quality work and...
this job was not exception. Hopefully, this response will give you perspective as to the true reason behind [redacted] ongoing complaints.
By way of background, at the outset, we were delayed due to unanticipated repairs that had to be performed on the walls and floors, to include replacing backer board. The damage wasn't visible when we bid the job and did not know this would be a problem until we started the tear out. Even though this additional work cost us time and money, we did it at no charge to [redacted]. Apparently, this did lead to some late fees being charged by a plumbing contractor. [redacted] then complained about this, even though it was not our fault. Still, in an effort to appease [redacted], we offered to compensate her for those late fees in form of granite window ledges. I asked [redacted] multiple times for the plumber's invoice to enable us to do this, but [redacted] did not provide anything in writing to substantiate the late fees.
In December 2016, after the job was completed, [redacted] called us to come back and re-do some finishing touches like cleaning and refilling grout. We gladly agreed to do this. However, after performing that additional work, [redacted] complained that we soiled her hallway carpet with thin set. Our employees adamantly denied having done this. Nevertheless, in order to appease [redacted], we retained a professional carpet cleaner to clean her carpet. Afterward, the carpet company stated that the stains appeared to have been older.
On December 18, 2016, after dealing with all of these complaints, [redacted] wrote us a letter stating as follows:
I [redacted] agree that the excess fees paid to plumber $300 is going to be covered by Great Basin Granite in form of trade with Granite window ledges in kitchen & living room so for both parties once completed it is considered even nothing owed.
We have had some finishing touches redone and I am content with the job. BS
However, three months later, [redacted] called us unexpectedly, complaining that she wasn't happy with the way the shower turned out, demanding that some grout be repaired again and that we give her a refund in the amount of $1,000. It should be noted that it was [redacted] who picked out all the colors and agreed to the tile layout that she was apparently now displeased with.
[redacted] has also been making and threatening to make disparaging remarks to competitors and others in order to obtain additional work and money. This has included making various complaints about Great Basin Granite on social media.
In order to put an end to this, we attempted to settle any and all claims for $1,000, provided [redacted] sign a release and non-disparagement agreement. However, [redacted] continues to demand more and more, and we believe that, at this point, we have reached an impasse.
In her Revdex.com complaint, [redacted] makes a number of incorrect or inaccurate statements that I feel need to be clarified:
1. [redacted] complains that "they have not and will not give me an invoice for this work." However, [redacted] did not request an invoice for the completed work and we would be happy do so.
2. [redacted] states that she offered us $1,000 back to perform work and cleaning. This is not the case. As stated, we offered her $1,000 to settle all claims after she demanded that amount as a refund. She refused this offer
3. [redacted] states that we won't guarantee our work. However, I specifically told [redacted] that her that her fully functional shower has one year guarantee.
The bottom line is that, in our opinion, [redacted] is making complaints to the Revdex.com and others for no reason other than to leverage as much money out of Great Basin Granite as she possibly can. We respectfully request that if you post [redacted] complaint online, you post our response as well.
Initial Consumer Rebuttal /* (3000, 8, 2017/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
She has taken this out of context and changed things to make it look favorable on them. I have no idea about home remodel that is why I hired a professional. But in the long run I have photos of the shoddy job on the shower and their offers to make it ok yet they don't. Crooked installed tiles tiles chipped and cut crooked.
I did initially sign a statement saying I would allow them to do extra work to make it better the extra charges I incurred. But then looking at their work and finding more problems with the shower over time If they think that is professional quality I do not want them working on any other part of my home.
In the past few months I have had to go out for surgery a death in the family that made it difficult to try and work with them which is why the time frame has lapsed but it does not disallow the quality of work.
With cleaning the carpets I have a witness to the fact their installer refused to allow me to put down something to protect my carpet and that he had grout and thunder tracked all through my house and that he stated the mess was what I had to deal with.
Final Business Response /* (1000, 17, 2017/06/19) */
This matter has been turned to the NV state contractor board, a notice to correct had been sent and a licensed contractor will be performing touch ups that the investigator asked for so contractor board is able to close this case. Thank you!
Final Consumer Response /* (2000, 24, 2017/08/10) */
We have reached a resolution that I am satisfied with