ComplaintsforRock With Us Marble & Granite Inc

• Initial Complaint

  09/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had ordered an island countertop and kitchen countertop almost 2 years ago we were in the middle of having things fixed because it wasn't properly done in store at the time the girl who was dealing with our case since then quit Covid was occurring in the middle of this finally got a response from rock with us in regards to fixing our countertop issues which was rough spots under the island and on top of our counters. The workers were scheduled to come to our house they refused to buff out the rough spots on top of our countertop said that those were wear and tear and they did a horrible job underneath our island. When I called the company to complain and tell her that *********************** and refused to do the work she hung up on me and is now refusing to take my calls. The countertops were granite countertops we paid over $7000 and we were told by the company and the original worker who came out to assess our countertops that they would in fact be buffed out and fixed.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2021/12/29) */ BBB CASE #XXXXXXX Countertop material was selected and paperwork was signed by client on Sept 25th 2019. The purchase price was $5355+ hst = $6051.15, although client now claims it was over $7000. Client recently claims she paid for 2 slabs however all our jobs are based on square footage used, not number of slabs. Install date was Oct 16th 2019. Client signed all was good with the installation. A month later we did a service visit on Nov 16th 2019 to fix a seam (on warranty) and to fix a corner that was cracked. We could have charged for the corner repair since the damage was done by the homeowner but since we were attending for the seam, we did the additional repair at no charge. These services were both completed that day. On Feb 22nd 2020 we did a service to caulk a back area connecting to a wall and take mesh off the underpart of the countertop that had come loose. The mesh could not be removed at that time since the installer didn't have the proper equipment with him. Our service tech also noted a dull area that needed to be polished. Up to this date, there had been no mention about any spots on the top of the countertop. Due to COVID restrictions, services for any cosmetic repairs not related to safety/usability of countertops were delayed until the fall of 2021. Our new installation/service manager sent an email to the client saying that she has taken over the department and all outstanding files and wanted to book a service call for the mesh that still needed to be repaired as well as the one area that needed to be polished. Clients replied back, "The top of our counter has a few rough spots, one on the island top and another by our oven they need to be smoothed out as well as under our island it is very rough and unfinished it snags our clothing. The time and date work fine." The service was booked for Dec 7TH. 2021. By this time it was over 2 years after installation and almost 2 years since our last visit. The installer was able to fix the mesh which was a messy job to do and smoothed out that surface. As far as the top of the countertop, it was in such a damaged state that our installer could not repair it as it appeared that they had stripped the countertop polish off and had coffee stains on it. The installer spoke to the client's husband who was onsite (client was not there). He then spoke with the client on the phone who ****** at him, calling him **** and *********** (and other names) because he couldn't fix her countertop. The client's husband said to installer (after he got off the phone with the client) that she was looking to get it replaced for free. Installer called Sales Manager and let her know what had happened and how damaged the countertop really was. It was not just one small area, it was most of their frequently-used countertop area. Shortly after the Sales Manager spoke with our installer, the client called the Showroom ********** and said Installer had walked in and refused to fix anything. We know that is not true since we have the garbage bag of the mesh that the installer removed. ************************************************************************. It was then that the Sales Manager hung up on her. We don't need to be subjected to someone so unreasonable who appears to have anger issues and who clearly damaged her own countertop in the 2 years since it was installed. ALL the papers she signed state that ROCK WITH US is not responsible for any damage to the surface of the material, chips or cracks after install. She signed those forms in agreement, and she also signed on the install date that all was good. Clearly, she has damaged her own countertop, possibly beyond repair. During COVID some people clean their countertop with corrosive, abrasive materials thinking this would sanitize their countertop, but in reality they were damaging their countertop because any harsh chemicals can eat away at a granite countertop since it's a natural stone. We have already gone over and above to fix what damage the client did in the first few months of installation, free of charge. Moving forward, we would charge a fee to do a service call to try and repair the damage to the countertop. Unfortunately, because of her behavior towards our Installer and Sales Manager, none of our staff are willing to go to a service call for this client and we would not expect them to subject themselves to an individual who behaves such as she did. **Update** ********************** I forgot I saved the phone message from **** *******. When I hung up on her after she started ******** and name calling. This will confirm her ************ and her language as well she has no idea on the correct amount she spent on her countertops and what are installers did do since I saved the mesh they gave me after they had removed it from the underpart of her countertop. Her husband had refused to sign off that this was done. Consumer Response /* (3000, 8, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Rock with us *********************** stating we had abused our counter tops this is far from the truth. as of Feb 2020 we where still in contact with *** (this was the girl that took us through the whole process and was wonderful,never ****)we did in fact pay for 2 slabs *** let us know the measurements and that the size of counter we had required 2 slab.(RWU says this was false)we did sign at time of install(our bad)but I told the workers I was not happy and called *** the next day I emailed her pics with 3 areas that had no caulking or was done very sloppy( our sinks had been half calked with caulking drips) (the sinks,the area where wall meets counter and one where the counter tops touched each other needed recaulking as they used a coloured caulk and left a big caulking gap as well. rough spot on one of the edges) (RWU is now trying to say we caused the rough spot on the corner,and the rough spots on top and underneath This is false, the corner was chipped the day it was insalled)*** agreed they needed to be fix. this was over a time period yes due to slow responses by RWU. I told *** at that time about the rough spots on top of the counter and under the Island( the underneath had not "come loose" as RWU says now but was installed that way) *** said when the workers come out to caulk they will ***** the rough spots. the worker agreed that this was an issue caused back at the shop and should of been fixed there the worker said he would be back with tarps and garbage bags to sand everything that was rough(counter top and underneath the island) *** never once said that we would be charged because the counter was so new and I talked to her right after install( RWU now is saying they where being nice and should of charged us) (RWU is now saying that a report was given it was us that did the damage)this is not true. Here we are now after everything was opening back up from COVID. I reached out to RWU to find *** was gone from the company I talked with another women who let me know ******************************************* that she would gladly fix the issue. As stated to said lady I had a couple spots on top that needed fixing as well (from 2019 install) (not caused by us) and the underside of our island still needed to be done. As far as I am concerned when a company agrees to fix an issue they should honor It, it is not my fault there worker quit or COVID happend and we went into lock down, they should not respond back with its been 2yrs since we saw you last (I guess I could of demanded they put there workers at risk during COVID)the new workers come to our house with no tarps or garbage backs they asked us for some.they did infact sand the underneath part of the island, that was all my huband put his coffe mg down on our island to show the workers the few spots to be sanded ontop of the counter. when my husband picked up his mug the worker took a pic of the coffee ring and in his report on why he couldn't do his job stated "they wanted me to sand out coffee stains" they also said there was knife marks and we had washed away the top coat finish. I find this statement to be false to to the fact that I use a cutting board and where he should my husband a knife mark is a spot on my island never used for food prep. my complaint is not the knife marks or dull finish I agree it's been 2 yrs. my complaint is the spots that where pointed out to him to be sanded where the spots that had been an issue from day one and they refused to do the job they came to do. *********************************************** they came to my house to do a ***** job and brought nothing with them?? who comes to do a job and says "its to much" they made excuses and told us that the sanding should of been done at the shop it's to late to fix it but then they told there office it was our fault with knife markes we wanted sanded out. this is so far from the truth. RWU states that though covid people where using corrosive materials on counter tops *************************** ( I do not use anything as such on my counter tops I have always had Granite and know how to take care of it. ********************************************** I then called the RWU store and her bedside manner told me she should not be the one answering calls from upset clients. I have worked in sales for years and heard my far share of cuss words but I never hung up on a client or refused to take there calls all a customer wants is to be heard, everytime I spoke she spoke over me in a nasty tone it is not my fault she was overwhelmed in her new position. I may have overstepped by telling the worker they where **** (just stating facts) ( I never said **** ***** as she states) maybe there **** ***. I believe I have been more than reasonable even though RWU says I was not.RWU emailed me back after our phone calland said she would be more than happy to fix the issue and send someone out but it would be in the new year. now in the email sent to BBB she states I was so ********* she cannot subject her workers tocome finish the job.*************** she was willing to fix the issue but now forget it because of the complaint? ************** I am discussed that RWU is now trying to say I am the one that caused all the damage? just to get out of fixing what they should of in the beginning(they should of done it right at the shop)I did not forget to caulk my counter tops or my sink I did not leave a large caulking gap between joining counter tops I did not leave the underneath part of my island rough nor did I forget to make sure the top of the counter was chip free and sanded smooth before install.I did not send out workers ill prepared to complete a job. This is not a "customer is at fault" issue as RWU is letting on now. this was clearly a RWU manufacture and install issue and I was told days after install that the issues would be fixed. **************************************************************************************************************************************************************************************************************************************************** *************************************************************************************************************************************. ******************************************************* I expect them to hold up there end and finish the job *************************************************** Business Response /* (4000, 10, 2022/01/24) */ I would like to ask which story is correct. You said in your first statement and in your voicemail message that was left (*************************************) that my **** *** installer refused to fix anything and didn't do anything! Now you're saying they did fix the mesh and they came with no equipment and you had to provide them with it. ROCK WITH US has NEVER had customers pay by the slab, only price per sq ft that is required. This is the third time I have mentioned that if you look at the papers you signed at the time you placed your order it says price per sq ft, which yours was $85/sq ft. When your slabs were ordered they were inspected 3 time...by the foreman who received it, then the production staff who cuts it and then the installer who signs off on it that all is good. You then checked everything on the installation checklist page and signed it. If you didn't understand what you were signing you should have asked questions. In the months from Oct 2019 to Feb 2020 nothing was mentioned about damage to the top of the material, only that it needed to be caulked and the mesh removed. If you have any proof of your conversation with *** please send it to us since there is no record of any correspondence or conversation you had with *** at that time. Since she is no longer with us she cannot speak for herself. I have contacted the supplier you got your granite from and he confirmed that NO SLAB leaves his facility without being inspected and of course we do the same at our end. From the information we gave him and from the pictures the installer took, he believes that cleaning the countertop with any cleaner that contains an acidic product like lemon or vinegar or even using lemon or vinegar mixed with water would cause that damage to the countertop, since it clearly didn't look like this on install. You had described the spots to us as being 'minor' when we were scheduling a service. We would not describe them as minor, the counter has obviously been damaged after installation. If you read the papers you signed we are not responsible for any chips, scratches, staining, or heat damage. We have photos taken in December of previous coffee stains on the countertop. You said in your email from Dec 9th that there were no coffee stains, but then in your latest statement you now said there were. Which is correct statement. We have been in business for over 27 years and have been contractors for ******************** as well as independent renovation Contractors/Builders. As with any business you will always get negative comments since you can't please everyone. We have many emails, phone calls and notes on signoff paperwork from very happy customers. We have numerous repeat customers who come from all over Ontario. In fact, we go out of our way to help our customers even years later when they have admitted they caused the issue. We are happy to help them out, because they were honest with us and told us what they had done, making it easier for us to fix for them and at most times with minimal cost to them. There were 2 witnesses to our phone conversation on Dec 9. I said very little, I just listened, until you started calling my installers **** ***** and ******** at me. They heard me say that there is no need for ******** and using that language and then I hung up. We are in sales and do know how to speak with people on the phone but no one should have to put up with that kind of behaviour from someone they have been trying to help. Here is what I said in my email to you on Dec 9, 2021: "Moving forward to resolve your issue due to the fact that the damage is a chemical burn we really don't have to do anything. Since Covid happened I am willing to have my fabricator come out to do a site visit and try to use some products we have here to see if this can help, no promise or guarantee it will work but we won't know till we try. Unfortunately, this won't be done till the new year, but you have my word we will do this in January. I will get a date and time from Margaret to let you when we are coming. BUT understand my fabricator is coming out to help you with your issue, and if you verbally attack him, he will leave immediately. This kind of verbal abuse is unacceptable and not necessary. Please advise me if you want to move forward with this attempt to resolve your issue." YOUR EMAIL REPLY WAS: "Next time I call answer your phone please. I will tell you what happened. All that is in this email is false. your allegations of coffee stains are wrong. Our counter was rough on day of install and the guys who installed it agreed and said it should be smoothed over." You clearly did not answer my question when I asked "please advise me if you want to move forward with attempt to resolve the issue". WHY because you don't want your countertop fixed you WANT us to replace (AT OUR COST), according to your husband, even though you're the one who damaged it. At this point we are not going to proceed with any further repairs for your countertop. We fixed all the minor issues that were addressed at the time of install and up to February 2020 at that time and completed the rest on Dec 9th 2021. Your damage after 2 years to your countertop was done by You. We are not responsible for that, as is evidenced in the contract you signed with us. In conclusion your service has been completed. Consumer Response /* (4200, 12, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This back and forth that the company RWU is doing is ridiculous. instead of doing the right thing they want to battle with the BBB and a customer over how much mesh there workers removed from under my Island,how much I paid for the counter and insist on repeating themselves on chemical use on the counter tops even after I said I DO NOT and NEVER have used chemicals As for your recorded message you have of me(by the way you have to let us know you are recording us)is also laughable. I have no problem repeating my words and or frustration over your workers that came to my house unprepared for there job. they brought nothing with them and did half the job so yes **** workers my husband had to put up a tarp so fiber glass didn't go anywhere we had to supply the garbage bag they clearly showed a lack of interest in doing the jobs they where sent to do.Lets go back again for the 3rd time for a recap-the second visit from RWU the worker said our counters needed sanding and that he would do it he told us how he would do it and that he would tarp off the kitchen so fiberglass would get everywhere ( I wish I got his name because he was an actual good worker) unfortunately for us we would never see him again ************************************************?? **********************************************************************************************************. I do not have emails from *** and myself as things where going just fine so I did not feel the need to keep them *******************************************************************************************************. I have no need to *** about my counter top it had rough spots from day one and the company ROCK WITH US told us they would fix it ****************************************************************************************************************** NO COFFEE stains (granite does not hold stains) I had never complained that the count was dull I simply wanted the 4 spots buffed up so they where not rough anymore. Yes my husband did not sign off the last time the workers where out because they did not complete there job. The papers I signed back in the beginning where correct I did not cause any damage to the counter tops and at the time RWU agreed the job was not done well and they would be back to fix all issues. My 1 phone call may have hurt your feelings but I have been back and forth with ** on my counters for far to long. You have not gone over and above you have done the bare minimum Now when *** worked for your company she went over and above helping us every step of the way.***************************************************************************************************************. my phone conversation has not warranted an excuse of not finishing a job.*********************************************************************************************. ******************************************************************************************************************************************************************************************************** ****************************************************************************************************************************************************************** ************************************************************************. I will not pay for a job that I was told would be done 2 yrs ago. ************************************************************************************************************ Business Response /* (4000, 16, 2022/02/15) */ As per the contract all was completed as well as any services outstanding Thank you, Shirley Sales Manager

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