Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/09/2024 Countertop Studios installed a new countertop in my Master bathroom. It appears that when they removed the old countertop that the center brace that sits between the cabinet and the kick plate was broken. They put the new countertop on and chalked the 3/4 inch gap between the counter top and the cabinets. I asked the guy that installed the countertop why the cabinets looked crocked and he first told me the floor wasn't level. I got the level and it was very level. He then told me the cabinets were like that when he arrived. I had taken the drawers out when they arrived and from the photos you can clearly see that the drawer brackets were broken away from the back wall and that the drawers can't be reinserted. When I contacted **** at Countertop solutions **** said she was told that the cabinets were sagging when they arrived. I downloaded my pictures from Zillow which clearly shows the cabinets were not broken or sagging. I also told her I could have a dozen or more friends and family verify that the cabinet was not broken. **** told me that she would send the guys back out to fix the drawer rails in the morning of December 10th but the cabinet was not their responsibility. I left for ******** for the holidays and I will be returning on December 29th. I would like Countertop Studios, *** to come out and either fix my current cabinets or replace them. They were beautiful and I would like them that way again. Thank you for your time and assistance. Enjoy your holidays. ***** J ****** ************.

  Business response

  01/01/2025

  Hello

   

  ********** contacted me regarding the issue below.  I have attached the signed approval from customer stating that her job was installed to her satisfaction and that there were no issues to report.  After reading her job file, I do see that her cabinets are older and did not appear to be in the best shape, customer wanted to reuse these cabinets, remove her old top and sink and install new quartz which we did.  I do see notes that show that we explained that her cabinets were not square during template and we also had the conversation with her after installation to reiterate that if her cabinet is not square, there may be small gaps in her quartz, ********** also reminded customer of this on her contract and that it is customer responsibllity to add trim if they feel it is needed to hide any gaps under her stone.  Because her cabinets are not square, we cannot fill any gaps over 1/2" - anything less than that, we do our best to fill in with grout but anything larger than that, we always recommend they add a small thin trim after install.  

   

  I did email ********** and offered to remove the countertop, disconnect her sink, store her stone at my shop and reinstall after she adds necessary supports to her original cabinets all free of cost.  I am waiting to see what Ms ****** and the store decide to do but hopefullly this explanation and the attached approval doc signed by Ms ****** help in resolving this matter.  

  Thank you.  

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