Complaints

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed my contract with Universal Counter tops on 9/16/22 and gave a 50% deposit. Larissa, was the person I delt with, I was told that the granite slab I was looking for was going to be ordered within the next week. 2 1/2 weeks later i called and was told they have one slab left of the old bundle and can't order another bundle till that was sold. But I could hunt for my own slabs at there suppliers and they would get those slabs. I Found the slabs. After many canceled dates of instalations on there part, the date was set. They booked a plumber from there company to come and disconnect and reconnect plumbing . When they came to remove the countertop, no plumber. I called and her response was, he didn't come? I was told she was going to call him.She called back saying he had an emergency with his son and was in the hospital and could not come, so her installers could disconnect the plumbing. I was not happy and she said they do this all the time, or we could reschedule, which we had already done many times because of her lies. So we went ahead. They over extended the shut off valves and water was leaking out of the pipes that could not be shut off. the water leaked threw to the garage ceiling, which is finished. They called the plumber and finally found where to shut of the water. The plumber said he would come later and fix it. Which cost me $160 dollers. The plumber said she never called him until 4 that afternoon. He did not have an emercency with his son. It was a schuduled appt for teeth extraction. When Larissa was told what happened she said your ceiling will dry and was not talking about the plumber. On the day before instalation she texts me and states There is an extra charge of $180 for an extra guy to carry the countertop which was never talked about. So now she charges me the whole amount for the plumber, Won't reimburse me for the plumber extra I pd and $180 for the extra guy. I am looking to be reinbursed the $180 the $160 and half the plumber cost.

  Business response

  03/25/2022

  Business Response /* (1000, 10, 2022/02/25) */ This is the history about the incident describe by our client ****** *******... ***** came in and we were very pleased to help her out, like we do to everyone that walks in at our store with respect on behalf their valuable time. We start showing her around to make sure she picks the right color of granite. She loved the granite called " Bianco sardo", unfortunately we only had one slab left available presented to her, her project needed 2 slabs to complete and we explained in this case, we will be sending her to our supplier down on the road, which is only 10 minutes from our location so she can view and approve the same color and we would bring those slabs over to us with no extra cost. Since the begging, Mrs. ***** had given us such extra work, nothing was good for her, our extra mile given was not enough and we were doing all of this to make sure it won't return to us in near future. Now, time to schedule her project and issues start to rise up. Her schedule was completely crazy due of the pandemic going on in the world, very difficult for both of us, being a nurse was not easy back them and still. We praise the Lord for them. We tried many times and one of her text message to us was like this " This is getting pretty hard to schedule. I am not taking a day off from work to do this. No i have an important appointment thats been schedule for weeks, not when i have days off in the week". We had to move our own clients around to make sure she has her day and time set up accordingly to her schedule. Mrs. ***** was able to switch with another nurse and we made her appointment work for the 18th of September (last year,2021) and in 4 days after, we were back to her house for the installation, which we made this all possible so she would have everything works again. ( she were out of old countertops for only 4 days ) usually is 7 to 10 days with out it, when customers are replacing their old countertops. We at" Universal" always prioritize crazy schedule when it shows to us. Mrs.***** also purchased a plumbing package with us, which consists 2 trips. First trip to disconnect and 2nd trip to put everything back to normal. Our plumber was supposed to arrive at the day of the scheduling to disconnect the water in order for us to measure right without any issues, the removal its done at same day. Our technician got to the house first and called our office to ensure the plumbing were on the way there. we called back to our technician and explained to him that he will need to disconnect and start the measurements. We placed a call to the plumber guy and he reported to our office that he had to bring his son to the hospital, but never said it was an simply teeth extraction. We waited for an hour and plumber showed to Mrs. *****'s house. When he got there, our technician had a little bit of issue due of the water valve was rusted and broke. Mrs. ***** called our office to report about the leaking water through out her cabinet down thought her ceiling. Our plumber explained to her it will dry out in couple hours, she shouldn't be worried about. After, we measured her countertops, we contacted Mrs. ***** for approvals on final dimensions and final price. We discovered that an extra person needed in order to bring her huge peninsula to the 2nd floor without any joint. The price was updated and advice to her. The extra person cost $180 charge to carry it on. Mrs. ***** then told our office that she wouldn't pay for this extra service and we had to pay her back because of the leaking issue that caused and we twice explained it to her the final price is included the plumbing work, even thought we used our own guys to disconnect and the plumber had to go back to the house regardless. Afterwards, we contacted her again via email with all information such as final drawing and price and this is what Mrs. ***** wrote" Oh i will pay your bill, just get it done with it ". We also said if we break anything we fix it, but that has nothing to do with the price eon the quote given. Mrs. ***** then said to us wanted to be first stop on installation date and we arranged it all around to accommodate her schedule so Mrs. ***** can have all her tops finally installed. Mrs. ***** few moments later texted us telling about the overhang was not done right. One hour later, we immediately contacted our team member to go to her house to make sure what Mrs. ***** had to say, then Mrs. ***** agreed to have someone there later in that day. Our team member arrived, her son approached and things got escalated to the level that our team member felt mistreated. The overhangs were done right and no issues found at the point. At this moment, this is the first time we heard from Mrs. ***** with an complaint against our company requesting her money back of $180 and $160 + etc. Our company would not agreed with any money back at this time.. Feel free to contact us at any time.

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