Complaints

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased quartzite countertops for a kitchen remodel and ******************** handled the fabrication and installation. As soon as we started using the kitchen, the counters began staining and absorbing water. I contacted the stone manufacturer, who indicated the stone was likely not sealed properly. I then contacted ******************** to request they remove the stains and seal the countertops.******************** initially tried to help, but were not able to remove stains, and actually caused more damage to the countertops in the process. They have now refused to resolve the issue and reseal the countertops, suggesting we contact and pay for someone else to do stone restoration work. The customer service person stated "We here feel that we have done our part in helping you in your staining situation." as if the problem is me as a customer having unrealistic expectations that a ring from a water glass should not absorb into a countertop... which it should not if properly sealed.I have spent the past month politely contacting ******************** and requesting they resolve the issue, but they seem unwilling to commit to installing a countertop that is fit for general and common kitchen use.

  Business response

  04/18/2023

  We have contacted ******************** and have made an appointment for 4/20/23 to view the countertop in person and remove any staining.  Once the staining is removed, we will be re-sealing the countertop with a heavy duty sealer to prevent further issue.  The type of stone that ******************** selected is unique and is well-known to have issues with sealants. It is a sand-based quartzite that is often described as "thirsty". We apologize that this complaint reached this level, neither myself nor my management team was made aware until this complaint to the BBB.  All prior communication had been with our service manager only and regrettably was not handled in a satisfactory way to myself or ********************* 

  We look forward to getting this resolved.

  Customer response

  04/20/2023

  *********************** from ******************** came to our house today to look at the countertops and agreed that they needed to be fixed and sealed. It sounds like we have a good plan in place to do that in a timely fashion and with a professional restoration person.

  I appreciate the response from ******************** / **** and his commitment to resolve the issue.

  Sincerely,
  
  *******************************

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