KBR - Poor Customer Service
Granite Counter-tops - Complaint
CINCINNATI, OHIO -- Here's my journey, I purchased kitchen and dining room granite counter-tops from Home Depot, Fairborn, Ohio. All went well, went down to pick out the slab, noticed the shop folks were cutting slots in a smaller piece, I asked our escort she stated the slots were for "rodding" (I'll come back to this), counter-tops installed no problem.
Last part of project (kitchen island) was to take three large pieces of granite, followed the same procedures as first visit for kitchen counter-tops, one piece was to come off side of island supported (per HD home designer) with two corbels on cabinet with half inch support between the corbels and a large furniture leg off near end of table (table dimensions were 30" long x 29" wide). HD designer suggested "rods" be placed in the granite to give it stability and strength. I agreed and paid an extra $200 for this option the stone industry calls "rodding".
Install day arrived, even before the installers left their large box truck, they hit my mailbox and tear it off it's base. Then two larger pieces installed (and it's a joke, their "install" is just put down silicone and done), I noticed the last piece, the table, did not have the rods installed. I questioned, of course got the "not our fault" answer. I immediately called my HD expediter, who I could not reach, then called KBR number given to me a day earlier. Reached a woman who acted very upset that I would question why the table was not "rodded". She was adamant that KBR (stone fabricator) does not "rod" table tops.
The installers took the table away to await the proper product. Another day lost from my job which was what is paying for this product! Installers boss (owner) who told me he was a sub-contractor for KBR and he hasn't ever seen a counter-top "rodded". That's two for rodding (HD designer and KBR slab viewing escort) and two against (KBR's Rachel and subcontractor installer).
HD expediter contacted general mgr of KBR, Mike, who stated they did not rod granite, only near sink aprons. That's two for, and now three against, keeping track?
Mike from KBR calls me and said he'd like to come by my house and "explain" the need for anything BUT rodding. I explain I was charged $200 by HD for rodding (an option available to customers at HD). He laughed and said there is a miscommunication, I agreed for yet another day off of work to meet Mike. Now, second day off of work for me!
Mike arrives, he sees the situation and says there is a better way to support the slab with a plate. He apologizes for the inconvenience and assures me they would "take care of it and do any refund necessary". Ok, handshake, I take him at his word. Plate will be supplied and slab of granite glued onto the plate which will be screwed into the corbels and leg. Done deal, on way out I mentioned his sub contractors knocked the mail box off when they pulled up, he offered to pay me for it, since he had already agreed on a $200 I paid for rodding I told him to forget about that! Last question I had for Mike was direct, "Please admit KBR does in fact put rodding in granite for applications such as this table". His answer was finally an honest "yes".
My research from the time between my the KBR-Rachel call and Mike's visit found that the Marble Institute of America does in fact recognized that rodding with epoxy does make granite in this application stronger.
Day arrives for slab and plate installation (yet another day off for me), I call HD expediter to insure the "credit" of $200 was accomplished, you guessed it, she had no clue of what I was talking about! Yikes!
HD expediter called KBR to inquire, story back from Mike was that he told me was they were substituting the rodding for this plate! Again yikes, I should have had Mike when he visited to put the remedy (reimbursement of the $200 and the installation of the plate) on paper. My bad, I thought a handshake still meant something, guess with KBR it does not!
HD expediter funneled the problem to her supervisor since she was getting no where with KBR, supervisor, Steve heard me relate the blow-by-blow transactions from the beginning, remember I'm now on day three of vacation time off being used! I stated to Steve at this point I'm done with the lack of customer service and don't want KBR "installing", just get me the piece and I'll install it.
HD supervisor calls me and states the resolution after he spoke with Mike at KBR was that their sub contractor (installers) would deliver the slab and HD would reimburse my $200. I asked about the plate, HD supervisor states that Mike said the plate was to replace (at cost of the $200 they were charging for the rodding). I was stunned, a small metal plate for $200 versus rodding which I still wanted done for $200, then to hear the HD supervisor was putting in a comment to the order closing it out that KBR dropped off table slab, period! I stated that the written comment was very vanilla, how does that help the next consumer going to HD and then KBR for counter-tops, especially when all I heard from KBR was that they are a "10" company(referring to a scale of 1 to 10 with 10 being the highest on customer service). What a joke?
I asked why Home Depot continues to do business with KBR in Cincinnati, he explained they are the largest in the area, I stated maybe now they are too large and "10" is just fluff now that they are so big! I would suggest stay away from KBR-Cincinnati and their sub contractors!