Complaints

• Initial Complaint

  22/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold me a countertop and a sink. They came to measure and didn't calculate that the sink that I bought from them wouldn't fit due to the plumbing. I had to pay extra to have this rectified. They should have considered the sink dimensions to the plumbing when they came to measure. ***** ***** ************ *** **** ** ** ** * ********* ***********  I would like to receive a price adjustment. Thank you

  Business response

  02/02/2024

  ****** ** *********** *** *** ***** ** ******** ** **** ** *** ******** Please accept this letter of explanation for the claim made by Ms. Paulina ***** ***** ** ********. The claim that is made by Ms. **** is not justified, as she claims that the sink did not fit into her cabinet. Here is the full and detailed explanation of events that have occurred and noted on customer’s file: December 16th/2023- Ms. **** visited our showroom on behalf of her mother-in-law, which led to her selecting the natural stone for the counter tops. Customer wanted to purchase the sink as well. Which we sell, to be convenient to clients and safe their time and money. At the time Ms. ****** mother-in-law had her old counter tops in place. Price was requested for the countertop removal. However, after receiving our regular rate, customer decided that it was out of her budget and someone else would be able to do it for her. We asked client to make sure the old countertop is removed prior to installation of the new one and the job site was cleared for the new sink and the countertop to go in. Please note we informed Ms. ****, as we inform all of our clients, plumbing work was not included and it is strongly recommended to hire a plumber to do the work. As we are not licenced plumbers, we do not have any experience with plumbing and we will not give any advice about it. December 22nd/2023 - Laser template and measurement for the countertops were completed. The cavity of the sink base cabinet was measured to determine what size of the sink will fit into the cabinet. As we offer 2 different sizes of undermount sinks. (they are different in length, but the depth and width is almost the same on all of them); The main and only size we are looking at is the length of the cabinet, to make sure the sink will fit in between of the cabinet box gables. These images indicate the type of sinks we are selling and the statement showing “Minimum Cabinet size requirement.
  
  January 5th/2024 – Initially set date for the countertop installation. Upon arrival to the job site, our installation crew discovered that the existing countertop was still in place. And the job site was not ready for the new countertop, as discussed with client on December 16th . The only thing that was done, is the sink and faucet have been simply disconnected, but all the old plumbing was still in place. After contacting the client over the phone, as she was not on site, the mutual agreement has been met. Our installers ended up removing the old counter tops. To help customer out, discount was given for the service performed. Once countertop was removed, my installers attempted to “dry fit” the sink. Which turned out to be not successful, as one of the plumbing pipes was on the way. Unfortunately, we could not help or offer our services to the client. As this is high risk and a lot of liability that we can not take. Nor we have any plumbing knowledge. Customer has been contacted once again and asked to get the plumber back to the job site and make a proper job site preparation and contact us once the job site was ready for the sink and the countertop to be installed. Generally, if any additional trips are required to the job site. We would add a fee of $*** pus taxes to the final bill. However, this fee was waived as we understand that these types of things happen and want to provide the best experience to the client.
  
  After the final invoice was sent to the client. Customer has requested to speak to the management. Ms. **** did not think she had to pay the full amount. As she just spent extra money for the plumbing, which was not initially accounted in her budget. Her request for the discount was denied, with the following reasons: 1) Ms. **** purchased the counter tops and the sink from our company. Which we delivered and installed 100%. I strongly believe that the result is stunning. 2) The only reason why sink did not fit is due to the plumbing, which should have been completely removed by the plumber prior to the countertop installation. Customer has been informed that we do not do any plumbing work and has been advised to contact a plumber on the day of ordering the counter tops. 3) Customer has received several price adjustments within the time frame of this project. Old countertop removal was discounted, and the fee for return trip has been waived. Totaling of around $*** plus taxes. 4) Finally, we offered to client to extend her due date to pay for the invoice. This way, customer would recover from the unexpected bill that was received from the plumber. Lastly, would like to add that we treat all the clients equally with respect and professionalism. With the years of experience in this industry, all our personnel follow the guidelines of this industry and try to offer the highest level of experience. Shall you have any other questions, feel free to contact us at anytime.
  
  Best regards,

  Management of Renaissance Granite Ltd. ************ *** **** ****** ********* **

  Customer response

  05/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:  *** ****** **** **** ******.  The business sells sinks so I bought one from them in order to avoid issues with installation.  When the template was done with the assessment for the work the plumbing dimensions were disregarded by Renaissance and the crews they farm out to do these tasks.  I paid for the removal of the countertop therefore no favour was done in this regard. 

  Vlad's email responses to me were not customer service focused *** ** *** ************* ** *** ********.  He stated that Renaissance Granite is only a granite business and not plumbing.  * **** **** *** ********* **** ***** *****  **** ** *** **** **** **** * ** ******** **** **** **** ** ***** *********  

  **** ******** ** ********* ** ************** *******  **** **** **** **** ** **** ********* * ***** ****** **** *** ** **** ********  

  **** **** ** ****** *** *** *** ****** ALL services have been paid for in full.  *** ***** ***** *** *** **** **** *** ****** ***** **** *** ****** **** **********  * *** ******* **** ** *** **** ****** *** ** ** *** *** ** **** ******  

   

  ****** **** * ***** **** ***** ** *** ***** ******** *** ****** ** **** ******** ****** *** ** *** **** ******** ***** *********** ********   *
  
  Paulina ****

  Business response

  12/02/2024

  Thank you Paulina, this is your right to accept or to reject our response. ******** *** ***** *** *** **** ********* 
  ***** ** * ******* *** ** *** ******* *** ************ *** ***** ******** *** ***** ** ********** ***** * *** ****** **** ** **** ******* ** *****
  It seems like you still do not understand why your sink did not fit. From the client's point of view, I 100% understand that you should not know this. This is why, we suggested you to contact the the plumber before the counter top removal. 
  What should of happened is that, the plumber would visit the job site, completely remove the plumbing and prepare everything for the new sink to go in. Unfortunately, this never happened.    
  
  I would like to point out is that we do not have any hidden fees. All of the costs are up front, ALWAYS HAVE BEEN AND ALWAYS WILL BE. * ** ********* **** ******** ****** Where it clearly states "credit card payments are subject to a 3% processing fee". In order to avoid the fee, you were given an option to pay with cheque or E-transfer.
  
  Once again, we are sincerely sorry that you had to go above your initial budget. But it is not fair to blame and expect us to pay for something that should of been caught in time by the plumber. 
  
  Best regards,
  
  Renaissance Granite Management

• Initial Complaint

  12/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased Quartz countertops (kitchen and bathroom) on February 2, 2022 with installation and remaining funds provided to Renaissance on March 30, 2022. During install, the installers damaged our new bathroom vanity. They have provided photos to me that show the damage after their install. They have continuously blamed us ********************************************************************************************************************************************************* They refused to take any accountability or steps towards a resolution. Our concerns include rough installation causing unnecessary damage to paint, incorrect and forgotten pieces of our order only partially rectified, messy install leaving silicone on our cupboards which we have been unable to remove, and the scratches to our cupboards. In total, we have paid for the job in full totaling $3838.10. The company originally agreed to come inspect the damage and we agreed to this. They have since not responded to the dates we provided. The business has made no other attempts to resolve the issue and takes no accountability for the damage, *********************************************************** ****************************************************************************************************

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/04/21) */ **************************** Wednesday, March 30th - Installation at ********** was completed. Noted that side splash for vanity was missing. Advised homeowner that we will be returning on Monday, April 4th to install the one missing piece. Our installers always ask the homeowner or a trusted individual that is on site to do a walkthrough of the completed installation prior to leaving the site. If there are any areas of concerns, they would be able to address the issues right away. o Installation Satisfaction Form was signed ****************************** - At 6:21PM, homeowner advised of one rough edge. Renaissance Granite advised homeowner that when we come to install the missing piece, we will check out the rough edge in question. o Renaissance Granite advised homeowner that when we come to install the missing side splash for the vanity that we will get the installers touch up the edge. Monday, April 4th - Installation of missing side splash for vanity was completed as well as touch up of the rough edge that concerned the homeowner. The homeowner's father was on site for both the installation and service call and nothing else was brought up that required Renaissance Granite's attention. o Fabrication and installation of all pieces ordered was completed in full on this date. Claims of order being partially rectified is false. Homeowner has not mentioned any other missing pieces. o Adjustments made on site are common for stone countertop installation. Whether it be rounding corners or cutting pieces to fit. The corners she is talking about were adjusted on site and again on this day when we sent another installer to go and touch them up. Monday, April 11th - Renaissance Granite receives email from the homeowner advising of "damaged cabinets" caused by the installation process two weeks after the countertops have been installed. After reviewing her pictures and the installation pictures taken after the initial install was complete, we have determined that: o The silicone that was on the side cabinet was not from the install but from someone opening and closing the tall cabinet door on the right-hand side while the silicone was still fresh which caused it to smear. We have advised the homeowner the easiest way to remove silicone that anyone with access to a plastic knife can do. o Regarding the damage to the cabinet, the damage is very minor scratches. If stone (quartz, granite, etc.) hits any soft material like cabinetry whether it is a light tap or full-on bump, there would be major gauges that anyone would notice 100% right away, not 2 weeks after installation. ******************************************************************************************************** o Damages, scuffs, or scratches to paint is to be expected. Stone countertops are not rubber and is not mailable. The expectation that damage to paint after any type of installation, whether it be countertops or even flooring, is just unheard of. Homeowner mentioned in an email that she is aware that this may happen. Pictures from installation show no paint damage in the kitchen. Only in the bathroom which is to be expected as the vanity is between a wall and tall cabinet. - Homeowner has stated in an email that we have "disrespected her" over the course of the past couple weeks, however, there have not been any correspondence between Renaissance Granite and the homeowner between March 31st and April 10th aside from the service call time confirmation sent on April 4th . - The reason we didn't not respond to the homeowner's invitation to come and see for ourselves what she is talking about is due to her words "accepting this invitation means that you are genuinely willing to inspect and acknowledge any wrong doings." The homeowner has accused bringing her parents into this, we only mentioned that her parents are nice people as we had previously installed countertops in their home as well. ******************************************************************************************************************************************************************************************************************* Our efforts to try to rectify the situation was met with hostility by the homeowner. We tried to explain the situation and we never placed blame. Only asking questions so we can get a good idea of what may have happened and what could be done. All our emails have been respectful while her emails continued to escalate. Consumer Response /* (3000, 8, 2022/04/21) */ *********************** Ultimately, Renaissance has been difficult and unreasonable since the day we had our countertops installed by them and released all funds to them. Among many 'smaller' issues, our primary concern remains that Renaissance damaged our brand new cabinetry and still refuses to take any accountability or improve the situation. They have provided photos taken after installation which, when zoomed in, show damage to the same location we provided clear photos of. Renaissance has chosen to deny this damage despite their own photo evidence. Renaissance has claimed that stone would not cause these kinds of scratches but would rather cause significant damage. While this may be the case, we have never claimed that stone caused the damage. Simply put, the installers themselves or some materials or tools they were using caused damage that was not there prior to their arrival. It's hard to understand how Renaissance feels it is still reasonable to deny ************** During the in-home measurements, it was clarified that all 5 countertop corners would be cut identical. When the counters arrived, 2 corners were what we had ordered while 3 were drastically different. We flagged this as a concern immediately. The installer attempted to grind the corners to look like the correct style and left a very rough and jagged finish, unlike all other sides of all countertops. They also forgot and originally refused to provide the missing sidesplash we had ordered, as per their own installer. I had to provide written proof to Renaissance before they would agree to provide the product we purchased. Ultimately they did attend our home and provide the missing piece and 'finish' the rough corners, but they are nowhere near the quality of the corners which were cut in their shop. Renaissance has never apologized for this nor have they accepted responsibility for their errors. An apology would have been appreciated **************************************************************************************** ************************************************************************************************************************************************************************************************************* ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** We invited Renaissance to attend our home to view the damage to our cabinets that they denied having happened. Though they originally agreed, they have since stopped replying once dates were provided to them. They now say that this is because we asked that they be genuinely willing to inspect the damage ************************************************* They did not feel this was a fair request **************************************************************************************************************************************** As Renaissance has noted, they asked that we ******* sign their install satisfaction form which noted that the countertops were of satisfiable quality. It does not say, nor did they request that we inspect the entire house to ensure nothing is damaged, including cabinetry. I am a healthcare worker and was unable to leave work to attend this appointment, though surely it is not reasonable to expect us to have inspected the entire home when all they requested was an inspection of the countertops, which was completed. Their very messy installation including dried silicone on our cabinetry originally made it difficult to identify the damage to the cabinetry. Given that the property was vacant, we obviously did not touch or open any cabinetry while the silicone was drying. ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* *********************************************************************************************************** They still refused to accept any accountability, apologize, or offer to fix what they have damaged. ********************************************************************************************************************************************************************************************************* Business Response /* (4000, 10, 2022/05/05) */ There is no proof that Renaissance Granite has damaged the cabinet, that is something that would be noticed right away. Not two weeks after the initial installation was completed. - Homeowner has stated that there was silicone on the cabinet. This was due to the door being opened while the silicone was still wet. Homeowner stated that they tried to remove the silicone on said cabinet and was having a difficult time removing the silicone. Possibly they damaged the cabinet and is now blaming Renaissance. - We have been more than helpful and trying to rectify the issues with the homeowner. ***************************************************************************************** The installation was done properly and to industry standards. - We are not denying ******** about anything, there is no physical proof that the damage was done by Renaissance Granite's installation team. The only "tool" that would possibly come in close contact with that specific cabinet is the plastic tip of a silicone tube. To insinuate that our installers would purposely damage a cabinet is completely absurd. - There was a mix up on our paperwork so the side splash for the vanity was missed. After checking our files on the computer system, it was confirmed, and the homeowner did send us a copy of her estimate as well. The issues were rectified within minutes of the issue, and we returned the following week to install the side splash as we still had to cut and fabricate it. I personally spoke to the homeowner and apologized for the mishap via email and explained the situation to her. The fact that she is bringing this up is complete redundant. - The rounded corners were an error made by our template tech as he never made notes for us in the programming process, if we didn't see any fault on our part, we wouldn't have sent our installers back later to round them. The corners were touched up by our installer / fabricator that has over 15 years of experience and it was done very well. - The fact that the homeowner doesn't remember my apology to her on the phone and in emails is concerning. - Invitation was issued to the home but with stipulations. If we did accept the invitation to come and inspect the cabinetry, we would be "acknowledging any wrong doings". This is not how we work. *************************************************************************************************************************************** - Our sign off sheet states clearly at the top of the page "I hereby acknowledge that I am satisfied with the quality of the installation by Renaissance Granite LTD. The quality and condition of the stone has been inspected by myself or a trusted individual and I am satisfied with the final product." It clearly states that everything has been inspected and is done to the homeowner's liking. Even if the fact that the stone and silicone was inspected proper like the homeowner should have done, our installers could have cleaned up the silicone prior to it drying. - If it was very hard to see the damages with the silicone in place how could the homeowner see the damage clearly when we sent her the installation pictures? - All of this is caused due to slight and small scratches on the cabinet, and no one can either prove or disprove that the damage was done by Renaissance Granite. Before placing blame, proof must be provided. Not assumptions. - There isn't any lying or denying anything as previously stated because there is no proof to accept any wrongdoing. ****************************************************************************************************************************************************** - ****************************************************************************************************************************************************************************************************************************. *************************************************************************************************************************************************- - It is completely unclear as to what the homeowner wants or expects from Renaissance Granite ********************************************************** Best regards, Lanvy **** Renaissance Granite ****************************************************************************

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