Typically, I am an easy-going person. Especially as a customer, I try to be as accommodating as possible when someone is extending a service to me. Even though I PAY for the service, I tend not to complain. I often eat the wrong dish at a restaurant without even mentioning it because, really, it isn’t that important. I teach a customer service class to my students and I’ve worked in customer service for years….. so I know what it is like when customer’s come at you. I also know that the customer IS YOUR PAYCHECK….. Having said all of that, when you push me into a corner, I will unleash the beast and all bets are off. That, my friends, is how I felt after dealing with the granite fabricators who recently installed granite into my house.
Earlier this month, Tom and I decided to refinish our basement. We like to entertain–a lot–and we wanted to refinish our basement kitchen and open a few walls. Generally it all went well. Because it is a second kitchen, I did not want to spend a fortune on granite, so I went online and found a local (out of Massachusetts) fabricator whose prices were reasonable. Early on Saturday in October, I met my best friend at the warehouse, picked my color and called the fabricator the next day with my order.
The girl in the office, we’ll call her Betty, create the quote and said, “I will email you the quote. I will call you with a date to schedule my guy to come and make a template and you can hand him a check for the deposit and a signed contract. Also your color is in stock, so it should go faster” Great-sounds reasonable. In fact, I gave them my credit card over the phone at that very moment for half of the total job. Two days later, no call about the template so I reach out to inquire. A different woman (to be called Gail) told me that Betty should have not said that to me and that they used to collect the contract when the fabricators came to the house but too many people were asking her guys questions about the contract, so it needed to be signed and handed in before they would even schedule. I reply, ” Oh, Ok, had I know that I would have signed it that day and faxed it to you. Give me an hour until lunch and I will get it to you.” I, as the customer, once again, kept my promise and sent the signed contract. My warning bell probably should have alarmed at that point.
A few days later, the fabricator met my husband. He took the template all went well and said to my husband, we should be back by late next week to install. GREAT! I thought, we are cooking with fire now!
Almost a week goes by and I hear nothing, so I call to ask about the status of my counters. I talk a DIFFERENT person, Kara, who tells me that they haven’t even started to fabricate my template and talks to me as if I am being the most unreasonable customer in the world. Apologetically, I explain that the fabricator told me that it would be there within a week, and then bite my tongue and wait for my next call back.
FINALLY- They call me! An appointment is scheduled and then….the great storm of Fall 2017 and Scituate, RI is without power for 5 days. We call them immediately and tell them that we are without power. First, thanking us for the call, they confirm that they need power to install the counters and we reschedule.
The day arrives, my counters are coming. Since my dad is taking time out of work
to meet them, I ask for a call before they leave MA, so he can meet them on time. No problem, they say….
So, the next day I am on my way to work and I receive this text:
Hmmmm… crack my stones?? Is this one of those cute play on words/ auto messages? Well, I better send a text back to make sure. Then I get “Beauty Warning”??? Maybe I should just call. I call (notice time stamp) and speak to Gail who say the guys just left the shop but should be there in an hour. My dad leaves work, waits at my house and they arrive at 10:29… TWO hours later! Did I mention he left work so I didn’t have to.
Anywhoo— 45 minutes later my dad texts me: They are done. They have to redo the counter to the left of the stove. They will be back Monday or Tuesday. Monday evening arrives and guess what– NO CALL…shocker! I call inquiring, now frustrated, and am told that the counters will not be installed. When they went to check the new piece against the old piece they realized it was the wrong color and they are searching to make sure the color is perfect.
My words back, “First of all, I do want to thank you for making sure my counters match. I do very much appreciate that, however, given that someone in my family has to take time out of work to meet the installers, I have to arrange for that, and I would have appreciated a call.”
Kara’s response, “I know and I ‘m sorry. I asked Gail to call you and I don’t know why she didn’t. I will personally handle this from now on. When would it be a good time for us to install this. I will call you as soon as I have that piece in my hand. We will bump you up to the first on the list.”
I tell Kara that anytime after 1 pm would work and I again thank her, explain that I understand things happen and implore her for more open communication. This all occurs on 11/6/17.
11/8/17- I CALL THEM…. any luck? They tell me it should be tomorrow.
11/10/17- A MIRACLE- they call me. Granite to arrive on Monday
11/13/17 – I get a pathetic message early in the day from the granite place… they can’t come today because their installer didn’t show up and it is out of their control, blah, blah, blah. i don’t even bother to call back because all that would come out of my mouth would be venom. Claim to reschedule for next day.
11/14/17 GRANITE CANCELED AGAIN!
11/15/17 1:43 pm I get this message. So I text my dad, telling her they will be there shortly.
3:29 pm – Dad texts, “They’re here.” Not even close to the 1 hour, never mind 1 minute mark.
11/16 – I am teaching all day. In fact I have 16 high school kids sitting in front of me as my phone rings, not once or twice, but 5 times throughout the day.
On my prep, I send a nastygram email:
Good afternoon Gail,
I saw that you called my phone two times, however, I was unable to answer. As I have explained several times, I am a teacher and I simply cannot pick up the phone in the middle of the day when I have a class full of students in front of me.
In regards to my invoice, given all of the frustrations that I had faced with the delivery being delayed over and over, as well as the incorrect template, cut, and color being done by your fabricators, I would have hoped excel would have extended me some sort of discount or at least waiver of the delivery fee for my troubles. In addition to the aforementioned issues, the fabricator arrived late to my house, not by a few minutes, but by several hours. Again, all I asked for was communication, and that NEVER occurred unless I called FIRST.
It is disconcerting to me, as a paying customer, who has consistently kept up my end of the bargain, to have been inconvenienced over and over. In addition, I specifically asked for Carla to call me back directly regarding these issues which did NOT happen.
I am someone who has worked in customer service for YEARS, as well as being a trainer for a customer service class, and I find that the customer service I entailed was sub-par. I explained my frustrations to you, Carla, Barbara, and another employee and nothing was done to met my needs. I gave you ample opportunity to make things right and no attempt was made.
In the future, I will not recommend excel to anyone who might be in the market for counter tops. I am inclined to file a complaint with the Massachusetts Attorney General for the service I encountered.
If you have further questions regarding my account, please have Carla or someone who can make a decision contact me after working hours regarding this matter.
Best Regards,
Angela Twiggs
At 5 pm, I am at a professional development session, and my phone rings for the final time. I can’t answer because I am in the middle of a meeting and I get this text:
I storm off to the lady’s room, call the bitch back and give her holy hell like she’s never seen before. Yes- I called with guns blazing, but why the eff not….she harrassed me all day when she was looking for payment, but when I was looking for my product, it was all OK to avoid me….
We go at it over the phone. She says I’m refusing to pay. I tell her that I am NOT refusing to pay, but as a customer allowing them the opportunity to make it right. She REFUSES, and because I knew beyond a shadow of a doubt that this hack granite business was not going to give me any concessions as a customer, I consent to pay the final amount to get this pyscho-hose-beast out of my life. I promise her that I will spew all of this mess all over social media and to the local consumer advisory reporters in MA. Don’t FUCK with me, bitch….. she cornered my and I lashed back.
My point-buyer beware…Excel Granite…you will NEVER EVER EVER have my recommendation.
All 4'7" of me 