We received good customer service while shopping in-store, but when it came time to install the mosaic backsplash we purchased from Keramin by one of their contractors things went sour. The tile installer didn't show up on the agreed upon date because his general contractor/Keramin sales rep Ron did not bother scheduling him in. Ron's wife went into labour the night before work was supposed to take place and he used that as an excuse, despite knowing well in advance she will be giving birth that weekend and promising to arrange for one of his guys to come in instead. He never called nor apologized for his colleague's no-show - we had to track him down ourselves that day to reschedule the work. When the tile guy arrived the next day he didn't have the proper tools to remove the current backsplash, claiming he was never told this was his responsibility. He ended up winging it and did a sloppy job putting the new backsplash together. Luckily my husband was able to detect many of the crooked tiles while the installation was still taking place, but the tile installer had a bad attitude when asked to fix his mistakes. We were not happy with the unprofessional end result and it took 2 weeks of sending pictures, emails and calling the store to get him to come back and do some minor fixes. Meanwhile the salesperson we dealt with, Ron, who arranged for this work, disappeared and had not taken any steps to reconcile the situation. He ignored almost all my correspondences and even his cell number was changed. Very sketchy indeed. We will not be doing business with this store again.
- Approximate cost of services:
- $760.00
- Company Response
Dear Yulia
Thank you very much for your review about our service and for expressing your side of the situation and turn of events. At this time we would like to take this opportunity and congratulate our dear friend and colleague on this wonderful occasion and welcome the new addition to his family. We wish them a lot of health and happiness.
Further to your comments, it is important to mention how socially irresponsible your approach is to provide you feedback. We ALWAYS encourage feedback and constructive criticism as we strive to perfect our services, however it should be courteous, with a sense of discretion and tact.
Unfortunately that is something you have not displayed or perhaps don’t have, since you decided to share such sensitive, private and personal information about our colleague on a public forum.
Now to elaborate on the situation, I would like to advise that in your case we have not received any payment towards the installation. Any company will only schedule, set –up installation, line up all material necessary for any project, once a commitment is made with a customer, often in a form of payment and invoice etc..Until this is not done, there is no work-order produced or services penciled in the schedule, hence the delays in the installation process.
We did this work for your with no deposit, no commitment or any other concrete arrangements, because we had a very personal and trusting approach with you, which goes unappreciated and again shows how we strive to go above and beyond for all our customers and their expectations, but only to receive an unwelcome and careless comments on your end.
In terms of quality of installation we sincerely apologize it wasn’t up to par with your expectations. There are times and factors that we have to deal with that are outside of our control such as crooked walls, especially when demolishing old tile plus the way grout dries, this sometimes makes the final look a bit sloppy, but that is the reason we are here to attend to any issues that can come up and don’t mind making extra trip for touch ups.
We at Keramin cater to everyone without any limitations, in trust and with good faith. Ron is still absolutely available by phone with the same number, if you really cared about contacting him, 2nd we are a team at Keramin, and the office is open late until 8pm making it very easy and convenient for any one to touch base with us for any reason, so any of us can attend to your request.
With ALL that said we will continue to strive and perfect our processes and service, therefore constructive criticisms is of value to us.
Thanks again Yulia, for your comments, we appreciate your business and look forward to better serve you and future clients. Respectfully Keramin Management