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Complaint Details
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Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had quartz countertops installed a week before thanksgiving 2022. By January 3, 2023, we noticed a 12 inch crack on our island starting at the edge of the stone where it would have been cut prior to installation. We contacted artistic stone works on January 16. **** advised us he would get in contact with Radianz (the manufacturer). After he spoke with his **** **** realized Radianz had changed their warranty and it no longer covered cracks after installation leaving us with a cracked countertop. Artistic agreed to send an employee out to see if the crack could be repaired. The gentleman that came out did his best to fix the crack but was unable to do so. **** and **** then came out to inspect the countertop and tried to come up with 101 excuses as to why it cracked, such as, heat from our toaster (doesnt get hot at all), our house settled (47 year old house), the cabinets that the quartz is resting on is subpar (they installed the quartz on the countertops and never said there was anything wrong with our cabinets). **** also stated that granite cracks much easier than quartz. I questioned him as to why we were we able to have granite on these same cabinets for years without cracks. **** and **** also said they cant go around giving people new slabs even though they also said they have only seen this happen 3 times in 30 years. We were told to then contact Radianz by email. We received no response from them. The ball is now in Artistics court. **** said he would take care of us, and now were being ghosted. Ive sent 3 emails in the last 2 weeks and nothing. They clearly dont care about their business image or have ethical business practices. We did nothing to cause this crack. We paid $8,000 for brand new countertops only to experience this right after the job was complete.
Business response
04/26/2023
The Powells contacted us reporting that their countertops have experienced a crack a couple months after install. Our contract covers the fabrication and installation of the countertops only and doesnt cover damage caused by the customer after install including cracks or staining. Regardless we sent a technician to the house to perform a repair to make the customer happy while we contacted the manufacturer of their quartz slabs warranty department to try and get a new slab hoping that they would help the customer out. The quartz manufacturer denied their warranty stating that they do not cover cracks after install as that is indicative of misuse, neglect, or other outside forces causing the crack. The Powells were unhappy with the repair due to them getting the crack dirty and us being unable to remove the staining in the crack prior to finishing the repair. **************** even stated that they would have accepted the repair had it not been darkened by them prior to us visiting the site. After the repair was completed they were still pressuring us to replace the top. The owner and manager of Artistic visited the site and accessed the situation. Upon further examination it was determined that the sub decking had some movement to it (that we were not aware of prior to install, we did not prep the area to accept countertops, that was the customers responsibility as they didnt have us perform the demo of the old tops) and there was a toaster placed right on top of where the crack occurred applying heat to the area and causing the crack (heat and quartz countertops especially near corners will cause a crack). They told us that any solution that required them to pay more money to have the piece replaced would not be tolerated and insinuated to our repair technician that they would be posting unfavorable reviews to pressure us to pay, essentially blackmailing/slandering our company to get their countertop replaced for free. We told the Powells that we would remake the piece in question at cost of labor and materials and they were not interested in our offer. We have made several repeated attempts to get Radianz the manufacturer of the quartz material to replace the slab but to no avail.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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