Rome Granite and Tile

Review: On 3/8/13 I put a deposit of $88.25 on a slab of granite which would be fabricated and installed as a countertop in my kitchen. [redacted] from Rome Granite came to my home on 4/8/13 to take measurements and make a template of my countertop which was scheduled for an install on 4/15/13. On 4/12/13 at approx. 2:20PM, [redacted] called to inform me his fabricator read the template wrong and the sink front center seam is about 6 inches off, but he doesn't think it looks bad. For $1700, that is not acceptable. He offered to do a full seam, but, no other granite fabricator felt a full seam is necessary on a 26 sqft counter. I asked if they could order another slab as I now would not have a functioning kitchen until a counter was installed (would cost me more money to have a plumber come back out and setup a temporary sink). [redacted] said the owner was not willing to purchase another slab, but, they would refund my deposit. I followed up throughout the weekend (4/12-15/13) in which [redacted] gave me a different execuse, but, confirmed they will refund my deposit. By 4/15/13 I then decided to file a dispute with my [redacted] Credit Card. I received a confirmation letter from [redacted] on 4/15 crediting back the $880.25 then received another letter on 5/14/13 advising that the merchant had 45 days to respond. On 7/3/13 I learned Rome Granite submitted documentation, but, while speaking to [redacted], they advised Rome Granite is still disputing that shouldn't have to refund my deposit for their mistake. Once I receive the letter from [redacted] requesting additional information from me (i.e. proof they did not provide product/services, etc. which I confirmed during my call with the rep) it will be re-reviewed and final determination made.Desired Settlement: The merchant needs to refund me the deposit as this was their initial offer to me and would be bad business practice to not keep on their word. I WOULD NOT RECOMMEND, TO ANYONE, TO CONDUCT BUSINESS WITH THIS MERCHANT. I find them to be negligent and unknowledgable.

Business

Response:

{Please see attachment.}

Business

Response:

ROME GRANIT AND TILE

460 ALLENTOWN DR.

ALLENTOWN PA 18109

TEL:###-###-#### FAX: ###-###-####

www.graniterome.com info@graniterome. com

Revdex.com of Metro Washington DC and Eastern Pennsylvania

50 West North Street Bethlehem, Pa 18018-5789

On March 8, 2013 our customer [redacted] agreed and signed our proposal for her “Lady Dream” kitchen countertop. She needed a few weeks to finish her work in her home so we went out on April 8, 2013 to do her template and she signed our terms and conditions for that was well on April 8. [redacted]’s install date was scheduled for April 15 in the morning. Our office manager [redacted] called [redacted] prior to installation to go over the job and [redacted] was not happy with where the seam was being placed so she said she wanted to cancel the job and wanted a refund. Our policy on our proposal on #6 states “Deposits will not be refunded if any cutting/fabrication process has already been started”, which [redacted] was made aware of on March 8 and confirmed with her signature on our proposal. Also on our terms and conditions that [redacted] signed on April 8th states on line 2 that “seam location to be determined by Rome Granite and Tile for safety and stone integrity, customer agrees.”

At this point in time we are requesting our funds be put back into our account due to the fact that [redacted] was made aware of all of our policies.

If you have any further questions please feel free to give me a call at ###-###-####.

Sincerely,

Office Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The merchant's response to your inquiry was an outright lie. While the documentation submitted to you as the merchant's response to this complaint, these same documents were

provided to me for

signature and initials, while only receiving a copy of the proposal with my

signature, NOT THE CHECKLIST reflecting my initials. While their terms in the

proposal states no refunds once fabrication has begun, my reason for disputing

is the fact that the merchant made a mistake during the fabrication process of

the granite slab. Therefore, why should I as the customer be expected to accept

product that is not correct. Presently, the way their terms in the proposal are

written, Rome Granite appears to be excluding them from any liability and not having

to refund deposits back to the customer, when the mistake is made by their

fabricator, like this situation. One has to wonder how many times they found

themselves in similar situations.

Please refer

to narrative below with details surrounding my conversation with Rome Granite

and Tile, in which led me to file the dispute.

On Friday, 4/12/13 at 2:01PM

EST, I received a phone call from [redacted] at Rome Granite & Tile

(###-###-####). *NOTE: The counter was

scheduled for installation on Monday, 4/15/13.* He proceeded to inform me

that his Fabricator read the template wrong and made, what was supposed to be a

sink center seam, approx. 6” off. This was the same template that [redacted], himself

drafted on 4/8/13 in my home (in which he arrived a couple of hours after our

scheduled appointment). [redacted] felt it

didn’t look bad but offered to send me a picture via text to review and advice

on how to proceed. Upon receipt of the picture a few minutes later, I reviewed

and discussed with my contractor, who specializes in kitchen remodels, and we

both agreed that this was not acceptable. I then called [redacted] back to inform

him that I will not accept the seam to be off by approx. 6”. He then stated

that his fabricator could do a full seam, otherwise, he offered to refund my

50% deposit. Again, I discussed with my contractor as well as other granite

dealers, that a full seem would not be recommended based on the length and

width of my countertop. [redacted] and I had another phone conversation where I

advised that this was still not acceptable. I asked if he could get another

slab instead of refunding my deposit. He said he would have to check with the

owner and call me back. A short while later I received a call from [redacted]

advising me that the owner will not get another slab as he will be losing

money. He again stated “we will refund your deposit” and this is what we agreed

on. (Refer

to Pictures regarding the above).

I followed up with [redacted] a

few more times on this day (Friday the 12th), Saturday the 13th

and Monday the 15th, to

inquire on how and when to expect my refunded deposit. Each time I spoke with

him during the course of these 3 days, he furnished me with various excuses such

as, but not limited to; 1) I’ll get back to you definitely by the end of today

(which he never did), 2) the owner is

checking to see if he has the available funds, 3) I have a call with the credit

card company because they won’t let me

put a credit back (he never did name the credit card company), etc. I advised

that all he has to do is credit it back to my credit card (I even offered to

drive the 1 hour and bring the credit card to the store so he can physically

swipe the card). By Monday the 15th,

after experiencing multiple excuses regarding the refund of my deposit, I felt

I was being scammed and would most likely not see my deposit refunded, even

though this was Rome Granite’s offer made to me the afternoon of Friday, April

12th, 2013; therefore, I proceeded to file the dispute as now

documented on my account.

As a result of the mistake

made and the offer to refund my deposit back, by Rome Granite, later in the

afternoon of Friday, 4/12/13, I met with another Granite Merchant (refer

to Customer Information Sheet), who was able to come out on 4/15/13 to

take dimensions for the template and install the countertop on 4/19/13

(refer to Template of Countertop).

This

merchant, in whom installed my countertop, has also provided their Professional Opinion

surrounding the circumstances of the mistake made by Rome Granite (refer

to Second Opinion Letter). Unfortunately the merchant was not able to

provide a dollar amount on this job without knowing if the stones are imported

directly or bought through a wholesale company, as this would have an impact on

the actual pricing.