kitchen counter; 3 bathroom counters and sinks
I had the pleasure of having my kitchen counter installed in December 2013 with a number of delays because of snow issues. I was pleased enough with the final product to have all three bathroom counters done this summer while I was on vacation so I didn't have to worry about taking time off for weather issues (I am a nurse). When the installation date arrived,there were some problems with the template for one bathroom as well as with the color of one sink (I had ordered the same for all the bathrooms). The installer, Tyson, said the turnaround should be very quick to complete these two bathrooms. Two weeks later, I called to find out what was happening (I have never had a call from them first - I have always had to initiate the calls). The manager, Tammy, was not sure why I was calling, had no idea about the delay, the sink ('they will call when it arrives') or the template piece that was too short. I was actually told to 'shut up' - now, that's client service at it's best - and as a return customer, no less! Eventually, 5 weeks after the original installation date, I was called again to book the final installation on August 1 ( my last day of vacation and the Friday before a long weekend). The reason for the delay in date was because another installation in the area was being started on Wednesday, July 30. When I requested that my installation be completed prior to a new install being started, I was called 'ignorant and unreasonable' by Tammy. The installer never showed on Friday afternoon and when I called Tammy to find out why, she said that she had been unable to confirm that date because I had hung up on her before she could confirm that I would be home (despite the confirmation call I received from reception on Tuesday, July 29, which Tammy was unaware of). This attempt to inconvenience me was not only juvenile but incredibly unprofessional. Interesting that your 'team member' could 'immediately schedule me' when I called to book another date after the no show. I had sent emails to Greg (thanks for providing me with a correct email address so I could forward them to you) and shared my experience with Tyson, but have never had the opportunity to talk to Greg - reception would only put me through to Tammy, and Tammy, well, she wasn't providing names, never mind email addresses of her manager!
Wow, Greg, so much information in your response that I could have used in June and July! I have no reason to 'alter facts' for as already stated, I love your product. I was not even told about the sink until installation was complete, so had no part in that decision (I was home all day). The cost of doing so was a decision made by your installers without consulting me. We were never told how long it would take to get the sink in (now that would have been a useful piece of information!) - Tammy didn't know and assured us it was her job just to ask someone to order it, which is why two weeks later I phoned since we still had not heard from your 'very competent team member' about this sink or completion of the project. I did call on a Saturday (you write as if that was a problem?) as I understood Tammy worked on alternate Saturdays and I was hoping she would be in. When I asked to speak to her manager, Tammy refused to give me your name, never mind providing an email address, saying that it wouldn't make any difference anyway (apparently it wouldn't have, but the information may have resolved a lot of misunderstandings on both sides). Joelle, my salesperson, referred me back to Tammy as well, indicating in her voice message that she had no role in installation. There is neither an email address for yourself or a direct phone number for you on your website. I tried to use the most common formatting for any other email addresses that I could fin used in Granite Transformations. As it was not sent back to me, I optimistically hoped it was the correct one. I am also offended that you feel I would make up the response I received from Tammy as I really have no reason to do so! I'm pretty sure Tammy wouldn't have documented the 'very strict dialogue' on her part - why would she do that and I'm sure you're not that naive. Unfortunately for Tammy, I have the phone call confirmation for installation on July 29 from Granite Transformations Reception still on my call display (this information did make Tammy pause for a bit before she responded that reception shouldn't have called without checking with her - as all other confirmation calls were made by reception, I wouldn't have known that and I'm sure that lovely person on reception didn't either!). Your product is amazing. When everything goes well in the installation, there is no issue with communication as the process is clear. However, when there are problems, communication with the customer is essential and this is where your business falls down. I still believe (and Tyson agreed) that an incomplete install should have priority over a new install when you are going to be in the area. This was my 'dissatisfaction' with your availability as I would have been offered July 30 instead of August 1 (the Friday before a long weekend - a minor concession, but it would have been appreciated after waiting 5 1/2 weeks for the sink that you now state would have arrived in 3 or 4 weeks). Instead I was told I was ignorant and unreasonable - really, how does one make this up? And why would I take the time and energy to make it up if it didn't happen? And why is this an unreasonable request? I am very honest when asked about how things went with your company and I hope that everything goes well for others who choose it. However, I have great confidence that your very unprofessional 'team member' will repeat her performance at some point. Good luck!
- Approximate cost of services:
- $14,000.00
- Company Response
Theresa,
It is always disheartening to our team when a customer is impacted negatively.
I apologize that one of the 3 special order Dune coloured sinks you originally ordered did not come in as it was ordered. This was an error on the part of our supplier. I further apologize that our service of installing a temporary sink at our own cost only to commit to come back and switch them out again (also at our cost) was so much of an inconvenience to you that you felt compelled to alter the facts of what actually transpired and write this less than satisfactory review.I have never received an email from you or was I made aware of your circumstance. We have a very competent team that addresses these matters very well on an ongoing basis.
There was no ill will on any part of our staff and I am offended that you offer such rederick. We are in the service business and although we stumble from time to time that remains our primary goal.
For you to suggest any of our staff told you to "shut up" or called you "ignorant" is also offensive. Our staff works very hard to satisfy all customers and this type of behaviour does not happen. As I have been made aware you were however being very unreasonable.
As we keep a very strict dialogue of all our dealings with our customers I can tell you that you were installed on June 23, while the crew was onsite it was learned that one of your sinks was the wrong colour. Our office staff was immediately notified. As a temporary measure in an attempt to not inconvenience we installed the sink that was onsite although it was the wrong colour. That would leave this sink as a used sink once we switched it out, not reinstallable. All at our expense. On June 24 before we could call you, your husband Clint called to inquire. Our staff member told Clint that the sink was being ordered that day and due to the special order nature it would take 3 to 4 weeks to arrive. Not satisfied with that answer you called the same staff member that same day and provided your 2 cents on the matter.
On July 12 a Saturday (12 business days later) you called and left a message to inquire as to the where abouts of your sink. On Monday your call was returned and when we attempted to arrange for a date to switch out the sink you hung up before a decision could be made due to your dis-satisfaction with our availability.
On August 1st you called upset that we didn't show up that day when in fact you never confirmed as you hung up on our team member. We immediately scheduled you and showed up and took care of everything on August 6th.
In conclusion, there was a inconvenience however it was one that was not created by us and we re-acted by installing a temporary fixture so as not to be too disruptive. I am truly sorry that this was not a satisfactory temporary resolve for you.
In case you want to email me, my email address is gbrown@granitetransformations.com. Please compare it to what you had so you can see first hand that you had the wrong email address. I take these matter very seriously.
PS
Granite Transformations is a franchise based business. Territories are protected and although we have a very healthy relationship with our friends in Edmonton they are not permitted to service the Red Deer area.. So sorry...
Regards,
Greg