We are extremely disappointed that this customer decided to write a negative review, given our efforts to make them happy and long term business relationship. CRS has been in business for more than 10 years and pride ourselves on providing the best products and services to all our Customers. While we strive for perfection on every countertop, it is not always possible working with a natural stone product, which is outlined within our sales contract, site readiness guideline and website. The sales contract was written up on July 28, 2015 for $3490, not $6000 as claimed. Another $350 was added to the sales contract at time of measure on Sept 22nd, as the client wanted to salvage an existing vanity, which involved adding and polishing an edge on-site. The client decided not to have CRS do the plumbing in order to save $300. A tentative installation date of Oct 22nd was given at time of measure because of the client’s vacation plans.
On Oct 15th, CRS sent a picture of the slab that CRS had on hold at our distributor’s warehouse in Mississauga, because they were trying to match to existing counters installed in Feb 2014. The client inspected, approved and the slab was special ordered the following day by CRS, and the install date was moved to Oct 29, 2015 to allow more time to fabricate. The slab arrived at CRS on Oct 22nd and the fabrication process began the following week. On Oct 28th, CRS advised the customer that we felt it was best to reschedule their install to Nov 3rd, because several of our key fabricators were off sick which was outside of our control. The customer agreed, however, they were seeking compensation because they had already discounted their plumbing, which CRS was not prepared to absorb.
On the day of install our customer was involved during the entire process, including the placement of the faucet, in relationship to the seam, under-mount sink and cabinets. The customer approved and signed off that work had been inspected and complete.
As for the bathroom vanity, the salvaging, reworking and removal of the existing backsplashes glued to the wall with PL premium did not survive, despite our efforts and time spent. Again, the customer turned to CRS for financial compensation, which we were not prepared to write off, due to the fact that the customer knew the risks.
On Nov 9th, CRS received an email from the homeowner who had a few concerns, stating no rush, along with a few pictures, that our Project Manager reviewed and responded to same day. On Nov 11th, the homeowner sent another e-mail expressing their unhappiness, about payments, seam placement, faucet hole, sink cutout, and supplied more pictures, which was forwarded onto our Office Manager who responded on Nov 17th via e-mail.
On Nov 19, the homeowner wrote back stating that he not care for her response, and threatened to go to the owner if she didn’t fix the issues to his satisfaction. On Nov 30th, our Office Manager sent an e-mail to coordinate a return trip to investigate and discuss their concerns, and provided a copy of our policy and procedures. On Dec 1st, our Office Manager engaged into a 20 minute phone conversation, with the customer who proceeded to lecture her on how to run a business, and their unhappiness drawing attention to an e-mail that was never sent.
On Dec 11th, the matter was forward the owner of CRS as the homeowner was unwilling to cooperate. On Dec 14th, the owner of CRS sent an e-mail to the homeowner outlining the Company’s position, stating that he supported his staff’s efforts and that we are not prepared to write off, or credit the sale any further. Our product engineer was sent to the client’s home on Dec 19th to investigate, discuss and resolve concerns raised, which the customer accepted.
On Dec 19, our product engineer reported that that the customer was being too fussy, and continued to complain that they were not happy with CRS because we did not offer any financial compensation.
At no time did CRS fail to deliver on its contractual obligations, and an open line of communication was maintained from the beginning which is well documented. The quality of our workmanship speaks for itself that can be seen here: https://www.youtube.com/watch?v=vSDzXZ3BEy8
Should you have any questions regarding this review, please do not hesitate to contact me at [email protected]