Job was completed very quickly and great at first. However over time issues came about and it was very hard to get royal stone to warranty their work in a reasonable amount of time (took about 6 months to respond). The very poor communication and professionalism of staff (Pino and Ken) for handling warranty i would defiantly reconsider having Royal Stone complete your work if you want a warranty.
Response to Royal Stone: April 20
Pino,
I do not appreciate being called multiple times one hour after this post and being yelled at and threatened with lawyers for slander. This is not slander and only an honest review; I have all paperwork to back it up. If this is how you conduct your business then I would be very concerned about your future potential customers. I only wanted a solution to the issue at hand and you wanted to part of it, when we talked I was not able to even get one word in… it is clear to me that customer service is not your priority.
Please see my inline responses to yours:
“Last year you contacted us requiring a repair and it was done to your satisfaction.”
>> Pino it took about 6 months, several e-mails and several phone calls to actually get you guys to come out. I was told several times that someone would come by to fix and address the issue within 2 weeks, that time then came and went with no response from the company. It was only until I sent a formal response to your company that I actually got someone out to look at my place. I asked to get the work looked at early in the year… someone from royal stone did not come to look at it until late October. Which it must have been a rush job as it started to fall apart right after winter.
“This year you contacted us again stating that you required additional repairs. Within 24-hours, Royal Stone came to your home with 3 employees ready to do the repair only to notice that the repairs you required were due to the improper work performed by the other contractors.”
>> Let’s not sugar coat things here, 24 hour turnaround time was due to you already being in the area. The last time I called it took about 6 months to respond.
“You advised us that the other contractors cut the retaining walls constructed by Royal Stone in order to accommodate your new patio; thus, damaging the original structure of the walls.”
>>I had advised your employee Ken that the other company at our request cut / shaved off the tip of the stone due to leaning too accommodate our day bed which is NOT new and was existing when we first had Royal Stone begin work on our property. Over time the walls started to lean (before other work was completed) and we asked them to cut the brick to gain the extra quarter inch to allow for the bed to fit again. In no way was your work tampered with structurally.
“The other company also failed to install weeping pipes along the retaining walls to allow for proper water drainage. We tried to explain to you that the water drainage issues you are experiencing are due to the way the patio was graded off the walls, as well as missing weeping pipes along the walls to allow for proper water drainage, however you clearly stated that you did not care whose fault it was, and that you wanted and expected Royal Stone to correct the water issues you are experiencing. “
>> Let’s not put words in other people’s mouths here, this is not what was said as you were not there for the conversation. I attempted to let your employees know where I was coming from and that the beds were leaning before other work was completed. Your employees did not want to listen to me nor did you when I called in to try to remedy the solution. Your employees flat out said there was nothing they could do to frost and this was before they asked about the other work.
“When our foreman began taking photos of your property to document the supposed damages, you kicked him off your property. “
>> Your “foreman” was completely unprofessional yelling and raising his voice and was very confrontational; I had every right to ask someone to leave my property if they are confrontational. I had informed him that there was obviously nothing else for us to discuss and I would contact the company…. Only then when I went in the house did he proceed back onto my property to start taking pictures. He was trespassing at this time.
“You also advised that if we did not complete the repairs, you would be posting such negative reviews with various consumer websites. “
>> This is completely a false allegation and is not warranted. I had actually provided a very positive review for you on this site originally it is actually still posted early last year.
“ Royal Stone stands behind our work 100%. We warranty ALL our work….not mistakes made by other contractors. We trust that you will refrain from posting any further false allegations as to how we warranty our work. “
>>I have not posted any false allegations and have the paper trail to back up every detail that I have said.
