St. Louis tile and stone company, consumer reach resolution

St. Louis tile and stone company, consumer reach resolution

Member complaint

I hired Absolute Tile & Stone of St. Louis to make six countertops. The company agreed to hold the remnant from the slabs I purchased. I said I’d leave them for about a year, since I planned to use them for a relative’s kitchen remodel.

I thought I paid for the fabrication of the two slabs, but they weren’t itemized on the receipt.

Due to this misunderstanding, my wife and I went back to the store to ask fabrication questions about our leftover remnants.

The salesperson inquired about what color I wanted, and we told him we wanted the Carioca gold, the one we used before.

He offered to sell us the remnant. Upon seeing it, it was apparent they had pieced it out.

I want a replacement plus fabrication or a refund.

Mike Eaton, Des Peres, Missouri

Provider response

The customer hired us to install new kitchen countertops in July 2013. The project was complete Aug. 6, 2013. At the completion of the project, the customer signed our project completion sheet indicating “customer’s total satisfaction” and paid the balance due. When they met with the salesperson, they didn’t say they were previous customers or imply that we were holding a piece of stone for them.

Since that time, I have researched the project further. After looking into the project profile, I can’t find any mention of a hold in any of the paperwork. This does not mean that a hold was not discussed, but as a general rule, we don’t store remnants for customers. We do not have the space or the tracking system to warehouse customers’ material.

All this being said, we always do our best to work with our customers, regardless of what was said or heard or what expectations exist.

Had the members introduced themselves and explained the situation, there is no doubt in my mind that we would have resolved this amicably and expeditiously. We are very proud of our excellent reviews and our ability to resolve situations such as this. I look forward to an opportunity to resolve this situation to everyone’s benefit.

Sander Coovert, founder

Status

Resolved

Editor’s note: The member informed Angie’s List that the issue was resolved to her satisfaction.

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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