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Complaint Details
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Initial Complaint
11/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Everlasting Surfaces purchased 3 slabs of Midnight Fusion slabs on July 1, 2020 on our behalf to fabricate countertops. In June of 2022 the contractor told us he was ready to have the templates for the countertops made. Everlasting Surfaces made the templates. The following week we went to decide where to put the templates on the slabs. When they brought out the slabs we saw that one of them was broken and the other two were damaged. The people helping us told us that two of the slabs were unusable but the third might be usable. Since the slabs are made of natural stone and the patterns are unique and we needed three slabs to make all of the counter tops we asked for our money back. They refused. Next Everlasting Surfaces contacted MSI and found that there were 2 remaining slabs of Midnight Fusion and offered to pay half of the cost of the additional slabs. Since the slabs were from a different lot the patterns were very different from the original slabs and in addition the new slabs were scratched. Since this compromise wouldnt work we asked for our money back again. I tried to reach *********************** at Everlasting Surfaces but always got someone else and she never returned my calls. Since *********************** wouldnt return my calls and our kitchen renovation was stopped until we could get countertops we went with our designer to buy new slabs. The countertops have been fabricated from the new slabs and have been installed.
Business response
11/21/2022
See attachedCustomer response
11/21/2022
Complaint: 18363281I am rejecting this response because:The response is in a proprietary commercial format that I cannot read. Please forward a copy in a standard format such as ********* Word or Adobe Acrobat so that I can read it. At that point I can respond. Thank you.
Sincerely,
********************Business response
11/22/2022
See attachedCustomer response
11/25/2022
Complaint: 18363281
I am rejecting this response because:Sincerely,The slabs were inspected at *** by the *** representative and our designer as well as ourselves and none of us saw any damage. The slabs could have been damaged when moved to Everlasting Surfaces but then Everlasting Services should have inspected them and sent them back to ***. Once they didnt, they are responsible. If they were not damaged when they were moved then Everlasting Surfaces damaged them and again they are responsible.
Our designer reviewed the alternative that Everlasting Surfaces proposed and told us it was unworkable.
Everlasting Surfaces has our money.The only way for us to get our money back is to communicate with them. The idea that we would not communicate makes no sense.
Everlasting Surfaces has behaved both irresponsibly and untruthfully.
********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.