Unfortunately, there are clients that will harass and insult you to get what they want, whether it is valid or not, and will threaten with ruining your reputation to get a countertop at no cost. This unwarranted defamation of our company character will be challenged in the courts.
Client came to our showroom and selected a granite slab for a small kitchen countertop. First time we went to template the client’s cabinets were still in boxes and not installed. Second time cabinets were still not installed and measured and agreed on positions to cut. Client was not charged additionally for wasting our time.
After initial installation client asked us to come back for a service call. Immediately the next morning installers returned, and adjusted countertop as requested by client.
After the installation client found issues with veining in material and claimed that material installed was a “used countertop with cigarette burns.” She continued to harass us and demanded a $500 discount or for countertop to be replaced. We offered to replace the counter at no additional cost as courtesy of our reputation but she replied with “I am willing to settle for $500 of my money back, move on and not give this another thought.“ A $500 refund was given to get client to stop with the constant harassment over phone, e-mail, and text, and this matter was closed. At least we thought it was.
A month later client e-mails us requesting a 4” backsplash and then hours later follows by another e-mail requesting a full refund for her countertop. An offer was given to client to return the $500 discount she received for accepting countertops, to come select from another slab where to cut the replacement piece, and a replacement countertop will be made and replaced at no additional cost to client.
This was not acceptable to client as she continued with harassment over e-mail and phone with unacceptable claims and insults and threats with ruining our reputation. As evident with this review she is following up with her threats because a full refund will not be given for a service and product that is in her home installed proudly by TorontoGranite.com.
We are unable to post pictures to our response but any potential client that wants to see an image of the finished countertop and the slab selected by client just message us and we'll send it to you.