Natural Gallery Granite Direct

"We explained to the homeowner that granite is natural stone and we could not control the variations. We did offer to replace the top and put a seam in the sink area but they declined stating they did not want a seam. We also offered to remove and give them a full refund which they declined as well.The husband requested half off to accept as is and we declined as this was unreasonable. A reasonable discount was reached at the end. This project was completed 06/21/13. We are surprised by this with the amount of time that has gone by. We are always improving our customer service skills and strive to make the customer happy. We are sadden that this homeowner is unhappy."

"We provide a customer completion certificate for the customer to complete. If this is done we usually do not call, but this is something that we will talk over and consider as a follow up procedure. We are always looking for ways to improve and customer service is very important to us."

"We provide a free estimate to customers that bring in there measurements. We ask for the customer to come in and look at the stock we have. Are stock is always changing and the prices vary. Once a color is selected we would work the estimate up according the the selection. If we make a trip to the field we ask for the template fee of $50.00. This will be what we fabricate from. We hope that you would come in and look at our selection and bring your measurements."

"This was a used sink (Drop In) that the customer wanted to use. We do no recommend using existing sinks just because of things like this. We explained that when we picked up the sink this is how we received it. The only reason we needed the sink was to make a cardboard template so the the sink could be cut and this was explained to the customer. As good customer service faith I explained that we would order a use and care kit at no charge. He declined and wanted a new sink. I do not know how old the sink is but over time stainless steel will scratch. This was a Previously Installed sink. This was a drop in that the customer wanted to make into a undermount as well. The homeowner was suppose to drop off the sink but kept putting it off finally 2 days before install we made arrangements to have it picked up as we could not delay our schedule. We take pride in our work as well as Customer Service. It is unfortunate that there are difficult people out there like this. The homeowner held back $900.00 from the completed job. The cost to replace the sink is $200.00. We are still working to resolve the issue. Looking at this I think it could be buyers remorse. They have received beautiful countertop and now rethinking the used sink."