Complaints

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Countertops were installed 5/3/2020. We were told by the install crew to have the seem down the middle of the sink instead of having it off to the side. We sealed in the granite tops with sealer as we were told within the first year. Slowly the seem got bigger and bigger. We email several times with no response on them coming to help us. Just recently the seem go large enough until it cracked. I went in to talk to them because last time they did not email back last time. Spoke with ****** who told me she would work with her manager and get back to me. I had to go back in again after 2 weeks of hearing nothing at which time I was told NOTHING can be done. She told me she tried to reach out but didn't have my number. (she had my email address and could have replied). I never mentioned what I wanted just that I needed my expensive countertops to NOT look destroyed. ****** told me the boss is very hard to speak to and doesn't talk to customers. I emailed ***** directly because it's like they had to protect the president as they have other customers to tend too. He finally emailed back with estimates at which I replied and was willing to work with them. I have yet to hear back AGAIN. I was willing to have the small crack repaired at the time but now that they are dragging their feet I want the section replaced and done properly so that it will not break as it did. This is now resulting in the undermounted sink falling down with the support screws falling out. I feel this all can been avoided 1 year after this happened if they would have responded then. Also, this can have been avoided if they came out when the crack was smaller a few weeks ago. To be told "We have other customers..." is not a way to provide customer service. I have worked with contractors before and understand timelines but don't understand being ignored when you have a business to support.

  

  Business response

  09/27/2023

  Hi, he had just recently stopped in after I had gotten back from Maternity leave. ***** did offer to come out and fix it but then I never heard back from the customer.  

   

  Hi, we can come out a repair that.

  Repair starting at $200 for 1 hour, over 1 hour $100 per hour.

  Normally take 1 hour.

  There will still be a seam

   

  I hadnt heard anything since about it.

  We can set up a time for the owner to come out. 

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