Forest Hill Kitchen and Bath

"I have to say that this troubles me very much so. I have tried to make things right with this customer but that is not possible. We have done work for hundreds and hundreds of people in this area and this is the only customer we were not able to make happy. To comment on the grout, we used classic bone, "not white" the customer did not pick out grout so we used the grout that we had used with this tile for over a dozen jobs prior. "There was my mistake and I truly learnt my lesson", From that day on we have had all customers approve the grout before we install it." We did attempt to make this right for the customer, first I paid guys to come over and try to stain the grout but since we protect our grout so well we could not penetrate the grout. So next I lined up a grout removal service for $1600 dollars, to come out and remove the grout and regrout it with the color that the customer picks out," I had the guy there ready to do it and she kicked the guy off, he was going to come and cover the cabinets, the kitchen remove the grout and add in the new color. It was costly for me but I was trying hard to make this customer happy. After the customer kicked him off and did not want it done, we were left with no possible options but to have an unhappy customer. There is no contractor out there that does not have things happen but its how you make it right that counts. We were not given a chance to make it right!!!!! As for the sink the customer was not charged for one on their invoice, composite sinks are $350 and up the customer pick a sink out. We typed up an invoice, you would think that if the customer bothered to look at the invoice that they would have not seen a sink and said hey we would like to buy a sink. We put in the large stainless single sink that we always put in when a customer wants a big sink. Again I always attempt to make it right and we were paying to have the tops removed and a different sink put in, the customer had a party and the customers words were that people told here she was crazy to change the sink, that it looked so good with the new stainless knobs that we installed. So the customer called us off from doing that. I felt like this job was a wait and see if I like it then if I don't then I'll bash the contractor. The customers very words in the end was that she thought the floor was installed great, the tops were beautiful and that the crown molding and light were great, she was ok with the sink and kicked my guy off to do the regrout. The customer opted not ot pay me $500 dollars and told me that we were done. Only to bash me later. Also we had a situation on this job were the tile floor that we just had put in and told every to stay off, well it was walked across. We pulled 20 tiles, dug the thinset off the floor and re-installed the tile with no charge we just did it out of the kindness in our hearts but of course this customer would not tell anyone about that. It cost me hundreds of dollars to have that fixed. As for a crack in the top, I have never heard anything about it and if there really is one we would take care of it with one phone call but this is the first I have heard about it. the customer's granite was Typhoon Borduex it had a lot of movement and veins in it. I'm not sure if that is what the customer is talking about or if one of the veins gave way. But again without knowing that this even happened how are we to help. The customer was not pleasant with me through out the job , the customer's older son had called and used a lot of provanity at my Sales women who worked here. Frankly I have to give an F rating if a contractor can give one. It was the most unpleasant job we have done in our past 5 years in business."