Wanna see my kitchen?

[Rain Man]

Here's the letter that I just faxed to GRANITE DEPOT:

Granite Depot

To Management:

I am enclosing an authorization for additional charges to my credit card to obtain the backsplashes that have been part of my order for months, despite the fact that I disagree strongly with the additional charges. Please know that, due to the extremely poor service that I have experienced with your company, this authorization will be valid ONLY if the backsplashes are cut and installed to the specifications that I have given to both the installer and to Victor Marble. I have been told that the backsplashes were cut according to those specifications, and I will need to see it with my own eyes before I believe it, since I have become accustomed to having my work done improperly by Granite Depot.

As background, we initially purchased granite from your company for our countertops several months ago. At the time, we discussed the backsplashes with your sales staff, and we received a price for installation that was represented as including our complete order.
We then met with Victor Marble to handle the templating, and they said that they did not receive notice that a backsplash was included. I had to correct it on the spot, and detailed both verbally and in writing what we were expecting.

The measurement person then came out to template the countertops, and when we confirmed the backsplash with him, he said that he had not received any notice that a backsplash was included. We had to explain it again.

The countertops were installed yesterday, and no backsplash was included. Victor Marble once again informed us that they had no paperwork documenting the backsplash. Presumably they needed something from Granite Depot, since I had already spoken with them and sent a notice in writing.

I am now being told that you wish to charge me an additional $445 to install the backsplash, or to use the words of your salesperson, “slap it up”. I have spent quite a bit of time correcting your errors on this problem, and it will cost me even more money to have the contractor present to have the backsplashes installed. This is not merely Granite Depot’s error; it is your repeated error that I have repeatedly attempted to fix, apparently with no success. I recognize that mistakes happen sometimes, but good companies fix the problems.

I will offer you a choice on this matter. If you feel that you really deserve the $445 in payment to fix your own repeated errors, then you can charge my account. If you do so, I will also inform my contractor and my architect of my bad experience with Granite Depot, and I will recommend against any other people I know making a purchase from Granite Depot. I should note that I am a consultant and one of my clients is a homebuilding association and another is a developer, so I know quite a few contractors. Or if you prefer, you can do the fair thing and fix your error and install the backsplash at no charge. If you do that, I still cannot speak positively of my experience with Granite Depot, but I will pledge to not speak negatively of your company. It’s your choice.

At any rate, please be advised that I will ONLY authorize this additional $445 if the backsplash was indeed cut to my specifications and is installed correctly.

Rain Man