Nature Stone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I did go and pick up the topcoat. However, the Nature Stone office manager, Cherie, was very cold.  She told me that her "office counsel advised me that this was a one-time only deal".  I explained that my new product has a warrantee until 2020.  It was just put on less than three years ago.  On the back of my product "pick up" receipt, she wrote, "last time", which I questioned.  She said that it was nothing.  I do NOT trust this person.  Also, I want you to know that I did not storm out of the office at all on Thursday, as John R[redacted] stated.  The Nature Stone Sales Manager also never told me that he would refer me to the Service Manager at all.  In fact, I thought I was speaking to the Service Manager because that is who I requested to speak to.  As he spoke to me about contracts and expired contracts, I explained that this was incorrect and that I would hate to have to contact the Revdex.com for help.  He immediately said that he had "counsel" on hand for people like me.  He said that he would have his"counsel" contact me the next day, Friday, June 3rd.  I was never told about Monday that the Service Manager would contact me as stated in the Nature Stone response. In fact, I only knew that John R[redacted]'s was the SALES manager after he went inside to get his business card and passed it to me through the glass hole opening to the entrance hallway.  Then, he immediately walked away leaving me standing there.  Then, I left.  I did not storm out.  I was not impatient to wait till Monday.  I went home and contacted help.
Regards,
[redacted]. [redacted]

The customer purchased Nature Stone for her porch area in 2009.  The customer then purchased Nature Stone for her patio and stoop areas in 2012.  The customer did NOT purchase Nature Stone in 2016, as the information she provided to the Revdex.com suggests, and we have no...

record of any purchase made by the customer since 2012.  Additionally, service has always been provided to the customer at no charge.The customer applied a DIY topcoat to her areas in 2015.  The patio area experienced an issue.  We have been in constant communication with the customer since then in an effort to resolve the issue.  It has been a trying process because we did not perform the topcoat, there are multiple layers of topcoat that were applied unnecessarily and have to be removed, and the customer is difficult to reach by phone and has no voicemail or answering machine to leave a message on.  Just yesterday, we attempted to call the customer at 10:13am (several hours before receiving this complaint) hoping to reach her on a Sunday, but she did not answer and we could not leave a message.  We then tried to call her again a little later in the day at 6:01pm, but were met with the same result.We take seriously any dissatisfaction that a customer might have with our company or product, even if we did nothing to cause the dissatisfaction.  Our mission is to satisfy each and every one of our more than 50,000 customers and we make a written promise to our customers to go above and beyond to ensure their full satisfaction.  It is our belief that this instance is no different and we will continue to work with this customer to help her fix the issue with her patio area.

[redacted]
Apr 28 (3 days ago)
to me 
[redacted],the enclosed emails are my long journey to get my money.
Thanks for your help,hope you are successful.
[redacted]
Sent from my [redacted]
Begin forwarded message:
From: "[redacted]"...

<[redacted]>
Date: March 25, 2014, 6:20:46 PM EDT
To: "'[redacted]'" <[redacted]>
Cc: "[redacted]" <[redacted]>
Subject: RE: refund
[redacted],I do not have any documents of yours,please send $120.00 to my attention:
                     [redacted]   
                     [redacted]
                     [redacted]
I expect the check in 7-10 business,thanks for your help in this matter.
 
[redacted] 
From: [redacted] [mailto:[redacted]] Sent: Tuesday, March 25, 2014 2:12 PMTo: [redacted]Subject: Re: refund
 
Please verify your address and refund amount.  If you have any documents of ours, please return them.
On Tue, Mar 25, 2014 at 12:18 PM, [redacted] <[redacted]> wrote:
[redacted],it appears that you have decided to ignore my last email,which is too bad,I had hope for a positive reaction.
Now I will be contacting the Attorney General of Virginia and the Revdex.com,to complain about the length of time that you have decided on,before you will return my deposit.
 
[redacted]
Sent from my [redacted]
Begin forwarded message:
From: "[redacted]" <[redacted]>Date: March 14, 2014, 10:45:02 AM EDTTo: "'[redacted]'" <[redacted]>Cc: "[redacted]" <[redacted]>Subject: RE: refund
[redacted],you may have missed what I was saying in my recent message,we DO NOT want to travel anywhere and would like our $120.00 refunded,so please send to my attention,at the address at the beginning of our emails.
 
Thanks
[redacted]
From: [redacted] [mailto:[redacted]] 
Sent: Thursday, March 13, 2014 12:04 PM
To: [redacted]
Subject: Re: refund
It is refunded to you after you have traveled.
On Thu, Mar 13, 2014 at 9:42 AM, [redacted] <[redacted]> wrote:
When!give me a date.
[redacted]
Sent from my [redacted]
On Mar 12, 2014, at 2:51 PM, [redacted] <[redacted]> wrote:
It is not good money after bad.  It is refundable.  
Sent from my [redacted] Phone
From: [redacted]Sent: 3/12/2014 11:50 AMTo: [redacted]Cc: [redacted]Subject: RE: refund[redacted],I do not believe in sending good money after bad,and the fees don't ever seem to be over or enough,just send me the $120.00 and I can forget I ever got started in the first place.
Having been in the business world all financial transactions don't stop due to an audit,you still have to pay your bills and have accounts receivables,so just cut me a check.
 
Thanks
[redacted]
From: [redacted] [mailto:[redacted]] Sent: Wednesday, March 12, 2014 11:21 AMTo: [redacted]Subject: Re: refund
 
Hello [redacted],
That is a separate fee.  You will deal directly with the fulfillment center, not us.  Once we send you the documentation, you will contact them directly.
Just so you know, there is an activation fee for all certificates.  Yours is being applied to this certificate.  This is our premium certificate and the fee is more than the $120 you have paid already.
 
*. [redacted]
On Wed, Mar 12, 2014 at 9:13 AM, [redacted] <[redacted]> wrote:
[redacted],we are interested in the [redacted] trip and since you have $120.00 of my money,which cannot be refunded for at least 90 days,I want you to use $100.00 for the refundable deposit for the trip.And then send the tickets and hotel confirmations to my address,thanks for handling this matter.
 
[redacted]
From: [redacted] [mailto:[redacted]] 
Sent: Friday, March 07, 2014 6:17 PM
To: [redacted]Subject: Re: refund
 
All that is required is a $100 refundable deposit that will be returned to you after you have traveled.  You will stay at either the [redacted] in [redacted], or a [redacted] in [redacted].  Give company 60 days notice on reservations request.
Avoid holidays.  That is about it.
If you choose to exchange, just return your docs along with letter requesting an exchange and make to my attn:
 
[redacted]
Woodbridge, Va  22195
On Fri, Mar 7, 2014 at 5:33 PM, [redacted] <[redacted]> wrote:
Please send me the requirements for taking the package.
 
Thanks
[redacted]
On Fri, Mar 7, 2014 at 5:33 PM, [redacted] <[redacted]> wrote:
Please send me the requirements for taking the package.
 
Thanks
[redacted]
From: [redacted] [mailto:[redacted]] Sent: Friday, March 07, 2014 4:19 PMTo: [redacted]Subject: Re: refund
 
We have an [redacted] or [redacted] package with air included, that many of our clients have been happy with.
 
C. [redacted]
On Fri, Mar 7, 2014 at 3:35 PM, [redacted] <[redacted]> wrote:
What are you referring to when you say exchange?
Please advise.
Thanks
[redacted]
Sent from my [redacted]
On Mar 7, 2014, at 3:25 PM, [redacted] <[redacted]> wrote:
All refunds have been placed on hold for at least 90 days until further notice.  We are in the process of auditing our books.
[redacted] should have informed you.  You may exchange for something of equal or greater value if you prefer or wait.  It is your choice.
 
C. [redacted]
On Fri, Mar 7, 2014 at 11:01 AM, [redacted] <[redacted]> wrote:
[redacted],just got off the phone with your customer service mgr.[redacted] and he said to contact you for a refund of the money I sent on 1/29/14 for the airfare and hotel trips.
Because of the excessive fees /charges we have decided to not take the offer and would like the $ 120.00 refunded,you can send the check to:
[redacted].My phone number if you have any questions is:###-###-####.
Thanks for your help.
 
[redacted]

[redacted]




Apr 28 (3 days ago)










to me




 
 
 
 
[redacted],the enclosed emails are my long journey to get my money.
Thanks for your help,hope you are successful.
 
[redacted]
Sent from my [redacted]
Begin forwarded message:
From: "[redacted]" <[redacted]>Date: March 25, 2014, 6:20:46 PM EDTTo: "'[redacted]'" <[redacted]>Cc: "[redacted] d [redacted]" <[redacted]>Subject: RE: refund
[redacted],I do not have any documents of yours,please send $120.00 to my attention:
                     [redacted]   
                     4 Willow Oak Circle
                     Savannah, GA 31411
I expect the check in 7-10 business,thanks for your help in this matter.
 
[redacted]

I have reviewed the response made by the business in reference to complaint ID 12344125, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: I contracted for NatureStone of [redacted], LLC to install NatureStone on my driveway, walkway, front porch, garage, and basement in 2010. The installations were performed as contracted with a "10 Year Unconditional Warranty on all Labor & Material From Original Installation Date." Specifically, the warranty states: "The obligation of Nature Stone of [redacted], LLC, under this warranty shall be to provide any required labor and materials for the necessary repairs or top coat at the discretion of Nature Stone of [redacted], LLC, replacement due to cracking, delamination, or loss of gloss for a period of 10 years form the original installation date of the Nature Stone floor." The flooring began to show discoloration, loss of gloss, cracking, and missing pieces within the first year. I informed the company contact, both [redacted] and [redacted], via email and in phone calls of this. Initially, [redacted] informed me that [redacted] would come to my house to do the repairs. Several dates were made and not kept for this work, starting in September 2011. I have made repeated attempts to contact the 2 parties by phone and email to no avail. I note that the phone number on the Web site for the company is "out of service" and the different phone number on the warranty - ###-###-#### - is consistently "full and cannot accept messages."Desired Settlement: I want the repair work to be performed promptly before further deterioration sets in and the entire work will need to be replaced. Thank you.

Consumer

Response:

[redacted]

Apr 28 (3 days ago)

to me

[redacted],the enclosed emails are my long journey to get my money.

Thanks for your help,hope you are successful.

Sent from my [redacted]

Begin forwarded message:

From: "[redacted]" <[redacted]>

Date: March 25, 2014, 6:20:46 PM EDT

To: "'[redacted]'" <[redacted]>

Cc: "[redacted]" <[redacted]>

Subject: RE: refund

[redacted],I do not have any documents of yours,please send $120.00 to my attention:

[redacted]

I expect the check in 7-10 business,thanks for your help in this matter.