Sureshine Marble And Stone Care & Restoration Services

"No excuses here, The Sureshine team needs to improve. Better decisions could have been made and we will institute some changes to our system to improve our customer experience in the future. The following is a clarification of the events to clear up inaccuracies in this review. This is an unusual situation for our team. Sureshine knows that there are other choices out there. Because of this, we try to make the customer experience as positive as possible. Most of our clients know that we run a business and that we are booked out as far as possible to make sure that our technicians are able to predict their schedule and are confident that the company that they work for is doing everything they can for them as well as the clients who's homes we make more beautiful. So when a client calls at 10:11 a.m. the day before the job (NOT couple of days as this client states) and tells one of our team members that she has an "emergency" and must push back the start time, we have no choice but to say OK. As you can see by the pictures, this is a large project, it required six technicians. This customer already knew that we were pressed for time due to the nature of the requirements of her building but she chose anyway to push back our start time. When you couple that with inefficiencies in building management that further pushed back our start time once we arrived our technicians were placed in a tough position. They could rush the project which is not acceptable due to diminished quality, our once sure, call the office and inform the customer that we would not be able to finish and schedule a time to return. Additionally, to make this as easy as possible for the homeowner, our technicians were instructed by the office to move all of the furniture back. The Sureshine team knew that the time between service days was an inconvenience and we wanted to make this inconvenience as little as possible. The technicians were told to leave the furniture in the state in the pictures to make it easier when we came back. Customer States - "They just want to make fast money, no customer service." We did agree to the schedule change in order not to reschedule so late before the project, this was done with the customer's full knowledge that we would be loosing 90 minutes of time for six technicians on her project. That is 540 minutes, or 9 man hours. We are sending three technicians back for a full day to complete the job, 24 man hours. We are doing this at great cost and at a loss on the project and no additional obligation other than the already agreed-upon price. Our mission is to achieve the best possible reasonable outcome for the client. Though the events that have transpired during this project as well as this review are unfortunate, Sureshine is committed to the success of this project."

"We never represented that we replaced countertops. I am not sure why you would leave a review for a service category that we are not in. I hope you had a successful project. Ted McFadden"

"thank you for sharing your experience. we appreciate it very much! Warm Regards, Ted McFadden"

"Thank you for your review. The events that you say occurred are partially true. Your wife called the office on Monday, March 26, 2018 at 9:30 a.m. on a RECORDED LINE and scheduled the appointment for 9:00 a.m., not 8:00 a.m. On the call she says she had to leave for work at 9:30 a.m., not 8:30 a.m. You were not mentioned at all. This is the only call we received from your number. At no time did someone call to reschedule to 8:00 a.m. This was one week prior to your appointment, not two. If you would like a copy of the call I would be happy to furnish it to you. Sergio was caught in some unexpected traffic the morning of your estimate and he was under the impression that the appointment was scheduled at 8:00 a.m. because our office made a mistake. That is why we leave a half hour window of arrival for all estimates. Sergio calling ten minutes prior to your estimate was a courtesy call letting you know that he would be arriving at the tail end of that half hour window, and ONE HOUR before your wife stated on the phone call that she had to leave for work. Please let me call your attention to the email that was sent on March 26th at 9:44 a.m. confirming your appointment in which it says "please allow a half hour window for our arrival." We do this because the freeways can be unpredictable in Los Angeles and ask our customers for a reasonable time window. A time window that you or your wife were unwilling to wait through to receive your estimate, even though the original appointment was made at 9:00 a.m. Though your perception of professionalism may be different, Sureshine handled this appointment in the most professional way possible, even with the mistake that office made scheduling the estimate for one hour earlier than your wife agreed. If we had known that you had to leave your house within the window of arrival, or earlier, we would have encouraged you to schedule the estimate at a time that was more convenient for you. Furthermore, I would like to point out that at no time did we speak to you personally from the office. Both the estimate which was made on a recorded line and the call to your house to try to reschedule was answered by your wife. At no time did we deceive you or your wife. Most of the events that you have listed are either fabricated to better fit with your narrative or simply incorrect. If you would like to listen to the original call, please let me know. Helen, Sergio, and everyone at Sureshine try to conduct ourselves in the most professional way possible. Sometimes mistakes can occur and we try to adapt to make sure that these mistakes have an as little impact on our customers as possible. Thank you for your review and the opportunity to explain the actual events that occurred on the morning of your scheduled estimate. Best regards, Ted McFadden"

"Thank you for sharing your experience with other AL members. We appreciate it very much. If you need anything please let us know."

"Thank younfoor your review. It's great that the repair is holding up well. if you ever need anything else, please let us know."

"Hello [Member Name Removed], Thank you for your review. The team is happy that we could help deep clean the years away. Let us know if you need anything else. The Sureshine Team"

"Hello [Member Name Removed], Thank you for sharing your experience. We all try hard to provide the most complete customer service experience that we can. If there is anything that we can do for you in the future, please let me know. Best Regards, Ted McFadden"

"Hello [Member Name Removed], You had a preexisting crack and you neglected to tell us about it before or at the time of service. We polished the granite with a very fine and safe polishing method that is designed to increase the shine without affecting the surface. What tends to happen to those small pre-existing cracks in a granite counter, is that the high polish of the surface causes the previously repaired surface to be more visible. Had you told us about this prior to polishing the surface, we would have recommended against a service at this time. We only strive to provide value to our customers' lives. To that end, we sell Reflect neutral cleaner because it is the best value that we can provide to the customer for the price. As you said, "We will never use the whole bottle of cleaner in our lifetimes due to the amount of cleaner and dilution requirements." Please accept our apologies that the bottle of cleaner that we sold you will last you so long. We thought that this would have been a positive for our customer. Thank you for your feedback. Very Truly Yours, Ted McFadden"

"Mr. [Member Name Removed], Thank you for your review. We appreciate your business. If you need anything, please let us know. Best Regards, Ted McFadden"

"Dear Mr. [Member Name Removed], Please forgive the late replay to your review. I appreciate you taking the time to leave this review and wish you the best in the future. If you need anything from Sureshine please do not hesitate to call. Best Regards, Ted McFadden"

"Dear [Removed Member Name] , Thank you for your review. Please forgive the late reply. Since Angie's List changed their web site last year, Sureshine has not gotten many leads from the site and so do not check it often enough, unless a member sends a direct message or calls. However, I understand your concerns and appreciate your feedback. If you would still allow me, I would be happy to come back myself and go through the entire job to make sure that it is fully completed. The second person that came out was the manager and I discussed your project with him after the reservice but his account does not reconcile with your review. I trust that your perception of the job is the right one and will be happy to return to remedy the situation myself. If you would like to schedule this, please call the office at 714-841-8300 at your convenience. Jasmine and Kimberly are in the office daily between 8 - 5 to take your call and schedule this return visit for you. Please understand that I have zero concern about the grade of this review. My concern is that you were not taken proper care of. For that, please accept our apology. Best Regards, Ted McFadden"