MVP Granite Countertops

Greetings, Steve and Jamie! Thank you very much for taking the time to provide this feedback. This message is affirming in the fact that it shows just want we, and this absolutely includes customers just as much as staff, can do as a team. In the end, it all boils down to accurate and timely communication and making sure everyone gets on and STAYS on the same page. Hats off to Courtney and the rest of the crew for doing the job right and a big thanks to you guys for letting us have the chance to partner with you and help achieve your project goals!

We appreciate the feedback! In today's environment, customers are inundated with choices and options so much so that sometimes it can be easy to lose sight of the real purpose of our project in the first place! Our goal is to provide a best in class experience; not just putting in countertops, but partnering with our customers to assist then I actualizing there purpose in the project. Who says that can't be done with a smile and some professionalism. I wouldn't say we are the Gerald's Tires of countertops, but we do have fun and do a good job in the process!

Greetings, Mr. Hughes, We take customer feedback quite seriously. While some feedback is difficult to hear, we must hear it and respond to it. There are lessons to be learned in every experience.

MVP makes every effort to explain the entirety of the renovation process from beginning to end, well before we even step foot inside of the home. We provide as much information as possible, which sometimes can be overwhelming, but understanding the process truly helps as we proceed through it.
Having said that, there are simply times that even with the best of intentions, understanding and then further being able to deliver realistic expectations can be quite difficult; this is particularly true in home renovation.

I am reminded of the expression, there are "three sides to every story: this side's, that side's, and the truth", For example, the communication below stems from a call you and I had over the phone where the very plan to address all items was agreed to by you and MVP. You will note that many of the items we agreed to address are clearly indicated as outside of our scope of work.

"Greetings, Mr. Hughes. I am stepping into the conversation as it stands presently regarding the install and subsequent punch requests for the countertops within your home. Fortunately, we were able to discuss the situation earlier over the phone and come to a mutually acceptable agreement. The notes below recap our conversation. Please let me know if any of this is incorrect, but under the assumption we are on the same page, we will proceed as follows:

Areas for repair- Correction:
1) Purchase and install customer selected MVP approved faucet.
a. ISSUE: The faucet broke during uninstall AND faucet spread was understood as a standard 4. In lieu of refabricating and reinstalling, MVP agrees purchase a 4” spread faucet.
b. RESPONSE: Katie is looking into a replacement faucet and will get back with us with her selections/options. Once we have sourced the replacement faucet, we can schedule to get this out and on site for connection which in this case, we will provide.
NOTE: The plumbing disconnection needs to be made prior to our crews arrival. In this case, that was not addressed and therefore placed on MVP to work through. While attempting to dislocate the plumbing which is not MVP's scope of work, the faucet was damaged, but as you know, we agreed to replace at our cost.

2) Dry wall repair and touch up around butlers sheetrock, butlers door casing, and to left of kitchen counter. Homeowners has paint.
a. ISSUE: Minor damage from install in tight area and newly exposed wall where laminate covered the wall.
b. RESPONSE: Minor damage from removal and reinstallation of tops, especially in tight spaces is common and to be expected to some degree. As stated on our all of our Estimates, “MVP is not responsible for additional scope(s) of work not include within the Estimate or the Sales Order to include carpentry, electrical, and plumbing.” Having said this, we will support minor repairs to the extent of touching up the dry wall (spackling) and trim (wood fill). This does not include painting.
NOTE: The statement identified above is found on every MVP Estimate and Invoice. Countertops are designed to fit snug and tight. The benefit is that the top is clearly custom made for the area. The negative, taking out an existing top and replacing with one that fits as well or better is very tough in a finished home. This concern is not exclusive to MVP, but all fabricators to the point that each shop has similar disclaimers. Indifferent to this, we made a fair effort to address the damage.

3) Repair tile
a. ISSUE: Tile cracked during demo.
b. RESPONSE: Same as the above. We will support minor repair to the extent of mending the broken tile in place.
NOTE: This issue carries over from the notes to the issue above. While it is most unfortunate that collateral damage can occur even though we make every effort to avoid any and all, it can still happen. We did agree to mend the tile in place. What was asked of after we came to an agreement was to replace that tile plus another that was not disclosed to us prior.

We have a few more things to do, but all in all, we should be able to clear up all of the above and successfully move forward. More to come!"

MVP approaches every opportunity of partnership the same. We are fortunate and blessed to have a great team and that includes our customers as we are all on the same team. Our apologies for the frustrations experienced. We will take steps to ensure, regardless of reason, a smoother process for future opportunities to come.

Thank you so much for this feedback! Our process is more than just putting countertops in; any shop can do that. Our goal is to partner with our customers, to understand their needs and to treat them as we would like to be treated ourselves. Each opportunity we are given is not just about the work, it's about building relationships! Thanks you from your friends at MVP Granite!

Thank you so much for the feedback. We truly appreciate the opportunity to work with each of our customers. Regardless of project size, we can help find the right material at the right price!

Thank you so much first of all for the opportunity of partnership on this project. Further, we truly appreciate the feedback. On time, best price, perfect fit and finish...we did our job!

Dawn, thank you so much for the positive feedback. You really hit the nail on the head when you reference the whole team working together...and the captain of the team is our customer! We are all working closely to bring everything together and when we do, we darn sure try to do it well!

Kathy, we truly appreciate the comments, but not nearly as much as the knowledge that we did exactly what we set out to do which you hit right on the head...get the job done right and exceed expectations in the process!

Thank you for the opportunity of partnership!

Thank you so much for the feedback...and if anyone deserves to go through the wringer, it would be John! Kidding of course, but in seriousness, very rarely does a partner come to us on a project with an 100% confirmed idea leading to an 100% clear view of what they ultimately want as a finished product, and understand 100% of the process on how we take concept and create tangible realities! The good news is that our partners don't have to be the experts because we are! It is our job to be put to the paces. If you are familiar with 6 Sigma, the simplicity of the concept is as wonderful as it is applicable. We are not trying to be perfect, perfection (especially in the world of construction is more dream than reality); we simply try to do the best we can with every task we undertake and at the same time, work to improve each and every day...and we are starting at a pretty good place!

Thank you for the feedback! Our work doesn't just have "MVP" stamp on it. Our work has the personal involvement of many people like John, Joey, and the rest of the team. We are a company made up of hard working people...just like our customers! Do unto others as you would have done to yourself...words to live and work by!

Greetings and thank you for your feedback. Property upgrades are always exciting (seeing the before/after), but can be challenging with time constraints. Whether commercial project upgrades, or upgrading your own home, we work around your schedules and aim to ensure the kitchen upgrade goes as smooth as possible!