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ComplaintsforEastern Granite & Marble
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Complaint Details
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Initial Complaint
11/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/17/2022 the company came to my house to install a granite countertop. After installation once the installed had left I noticed my dishwasher was no longer aligned with my cabinets and was tilted forward to the point where the tray would slide out when I open the door. Also, the granite was cracked above the dishwasher where screws had been put in. I called the company today to explain all this and was told that I would need to wait for someone to come out and fix it. I was not happy about the run around but was going to wait. I was then called back by *** (the manager) who said fixing the dishwasher angle was "not in their scope of services" and no mention of the cracked granite. I sent pictures to ******************************* who is my account rep. *** was angry with me not being satisfied with the "throw their hands up and not fix what they broke" attitude and hung up on me. I have spent a couple thousand dollars on this countertop and bought all new appliances one of which has been misaligned by their shotty service. I have never been treated so poorly by their customer service. I have sent ***** a follow up email, but I am not receiving any response. Please help me! They now and admit its something that they have done incorrectly but will not repair what they have done.Business response
12/14/2022
December 6, 2022
Dear ******* *****,
I am contacting you in response to your complaint ID *******.
Customer countertop was installed on 11/17/22. Customer contacted us on 11/18 to advised he believes dishwasher was not level. This occurred when we attached the dishwasher bar to secure it in place. The customer was demanding immediate action. We returned on 11/19 and leveled the dishwasher.
We also wanted to address the fissure on the front edge but it would require a different technician. This is a natural occurrence in granite and was not caused by screws at the dishwasher. I contacted customer on below dates to schedule site visit:
11/22 left voice mail for customer
11/23 left voice mail and emailed customer. Contacted store for assistance in reaching customer
11/28 left voice mail and emailed customer
11/29 Store contacted me and said customer has not reached out. Left voice mail for customer advising we will have to reschedule site visit date if he does not respond to contact.
12/05 Wife called in requesting she be made primary point of contact. Site visit has been rescheduled.
If you require any further information, please do not hesitate to contact me.Kim P****
Eastern Surfaces
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.