- Approximate cost of services:
- $10,000.00
Dear Mr. Chris Au-Yeung, (“Steve”),
Thank you for taking the time to write a review on Homestars.ca about our Company and your experience.
I would like to take the opportunity to address your concerns on this forum. After speaking with you in person about your dissatisfaction and refunding your deposit in full, it is unfortunate that you have decided to take your isolated incident and imply that this is a regular occurrence for Stone Edge Marble and Granite Inc.
I have apologized profusely for our miscommunication and will do so again. As owner of this business, I take our customers concerns very seriously and will continue to try and improve upon our customer service and experience. We very much care about our Customers and always have. You had placed your order for the Home Show special on May 17th, 2010. Not in April, like you have stated. On the Home Show Special paperwork, it was clearly stated that it expired on April 30th but because of a delay on your behalf, we decided to offer the special pricing regardless. Lesley had provided you a tentative template date of Friday, June 11th. The actual template occurred on Monday June 14th. Then a tentative date of June 29th was given for install. On Friday June 25th you were made aware that the install would have to be moved to July 8th, 2010, which yes, was longer than first explained. On Saturday June 26th, you came in to the showroom and talked to me directly, at which point I apologized for the delays and offered you the full refund of your initial deposit.
The Month of June has been particularly hectic for us as we experienced a much larger demand due to the HST. We were not prepared for the sudden influx and unfortunately our install and delivery times have suffered. These delays are temporary and we are confident that once this rush is over, our schedule will be back on track. Some of our customers have had their dates moved and they have all been very understanding under the circumstances. We have not upset 40 out of 45 customers as you stated, and to misquote our production manager is unfair.
We would like to apologize to you again for this unfortunate event and are sorry that you were still upset after our meeting where the above information was explained to you.
Vince Marchese
Owner, Stone Edge Granite and Marble Inc.
Thank you so much for taking the time to write a review for Stone Edge. I am so pleased that you are happy with the service and quality we provided for your kitchen counters.
All the best,
Teresa De Francesca
granite and marble countertops