"In response to the member’s complaint, our product was installed on his outdoor pool deck over five years ago. The installation solved the member’s problems of unsightly cracked and stained concrete, which is the purpose of Nature Stone. However, because Nature Stone is installed over concrete it is dependent upon the subsurface layer that it is installed on. If the subsurface layer shifts or cracks, then Nature Stone can be affected. Our warranty provides for an annual inspection at no cost to the customer. The inspection is offered as a preventative measure to discover any unforeseen problems before they become major issues and as an opportunity to provide any maintenance or warranty recommendations. Nature Stone inspected the pool deck in 2006 and repaired some cracks around the pool at no charge; the adhesion and gloss remained in excellent condition. Because the member’s pool is outdoors any scheduled repair work is dependent upon the weather – if weather conditions change, unfortunately so does our customer service schedule. Our Columbus office staff was consistently in communication with the member regarding any delays or change in scheduling. In October of 2009 (more than five years after installation) we repaired the cracks in the member’s pool deck. This was done again at no charge and we were under no obligation to do it. Nature Stone has gone above and beyond what is expected with regards to our warranty and customer service. Nature Stone stands behind our product and our service with what we did for the member."

"AFTER REVIEWING AN EMAIL SENT BY THE MEMBER ON NOVEMBER 6, 2007, A RESPONSE WAS SENT ON NOVEMBER 7, 2007. SINCE WE ARE NOT PROVIDED ENOUGH SPACE FOR THE ENTIRE RESPONSE, I WILL PARAPHRASE: 1.) OUR PRODUCTION TRUCK BROKE DOWN ON ROUTE TO THE HOME. 2.) WE RETAINED A RENTAL TRUCK AT ROUGHLY 3PM THAT SAME DAY. 3.) WE COMPLETED OUTFITTING THE RENTAL TRUCK AT ROUGHLY 9AM THE FOLLOWING DAY. 4.) WE DISPATCHED OUR PRODUCTION CREW IMMEDIATELY THEREAFTER. THE PROCESS OF RETAINING AND OUTFITTING A RENTAL TRUCK TO FIT OUR PRODUCTION NEEDS CAN TAKE CONSIDERABLE TIME. OUR OFFICE STAFF AND PRODUCTION CREW COMPLETED THE PROCESS IN LESS THEN A DAY IN AN EFFORT TO SATISFY THE MEMBER. FOR THAT, I COMMEND OUR COLUMBUS, OHIO FACILITY."

"PER MY PHONE CONVERSATION WITH THE MEMBER ON MARCH 7,2006 WE SET AN APPOINTMENT FOR APRIL 3,2006 TO INSPECT THE PATIO AREA TO DETERMINE WHAT REPAIRS MAY NEED TO BE DONE. WE HAVE SCHEDULED THE SERVICE/REPAIR WORK TO BEGIN APRIL 6, 2006. SHARON HENESTOFEL, NATURE STONE, CUSTOMER SERVICE REPRESENTATIVE"

"PER MY PHONE CONVERSATION WITH THE MEMBER, SHE STATED THAT THE SERVICE WAS BETTER LAST YEAR. WE WENT AHEAD AND SET AN APPOINTMENT FOR AN INSPECTION FOR THIS YEAR ON APRIL 24, 2006."