MARBLE & GRANITE CARE PROFESSIONALS INC

"When damage is done to stone and it is not able to be remedied, the best that can be done is to protect that stone from further damage. The Big Deal coupon that was purchased provided for the chemical sealing and polishing of a standard set of kitchen countertops. I chose not to charge anything additional to attempt to remove stains that had been imbedded in the stone for some time. Nor did I promise that their removal would be likely. The possibility of improving the stained areas does exist with continued, repetitive applications of chemical treatments over a period of two to three months. The additional cost would be quite significant, would require several visits on my part, and would probably result in the reduction of the staining, not their complete removal. A coupon purchase did not provide for this. Of the four chemicals that I applied, two are available over-the-counter as claimed, while two are available only through professional suppliers. Long-term neglect of granite cannot always be remedied well after the fact. I applied the treatment necessary to prevent the counters from deteriorating further without promising the resolution to a problem developed over a long period of time. Coupon offers like mine are there to provide a discount on a basic, maintenance service. Where extraordinary measures must be taken, customers understand that significant additional time and cost will be assumed. While I am upset at this customer's displeasure, I was quite above-board and honest about the likelihood of resolving their problem with a $99 coupon. They did quite well to at least provide protection from further damage. I will of course refund the $99 spent."

"I was honest with the member over the phone about the job and it was as I expected when I visited. I devote whatever time is necessary to my clients, just as I did here. When the member acknowledged that the company that had performed the service previously did a fine job, I was comfortable deferring to that company. I explained to the member that this particular stone and its treatment was not a focus of my business. This work is not actually maintenance of the stone floor itself, but of the cosmetic coating applied, a process quite common in the past, but far less so today -- and a treatment I prefer to leave to practitioners for whom this is a primary focus. I hope that she at least found good reason to return to the provider that had helped her in the past, even if she was not able to find a lower price for the job. I am certainly sorry that she was displeased, although I did give her useful insight at no cost to her. Part of the work of any service provider is to ensure that he does not unrealistically raise the customer's expectations or promise more than he is able or willing to deliver. I take pains to see that my customers have outcomes that are equal to or better than discussed. This is supported by the vast majority of my customer reviews. I regret that the member found my honesty unsatisfactory, though she and I both know that a satisfactory resolution to her problem is already at hand. I will continue to be as honest and straitforward with my clients and prospective clients as possible. I believe that this is the best way to insure that they remain satisfied with my services and continue as my clients for many years."