ComplaintsforFuriani Marble & Granite

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. ************** used chemicals and a sealer on the countertop he fabricated and installed which chemical burned the countertop, damaged the material, and voided the manufacturers' warranty. Mr ************** was instructed by the manufacturer to replace the product. Multiple efforts were made to have Mr. ************** come out, and replace the product. This issue has not been resolved and we have not gotten any response anymore from Mr. **************. This issue has been going on for 2 months now. Due to this issue, the remodel of our kitchen was placed on hold.

  Business response

  07/13/2022

  The Amatullis ordered a honed finished product, the product that was delivered to Furiani Marble & Granite (FMG) was polished. There is no way for FMG to know what the Amatullis ordered unless the Amatullis reached out to FMG and told us what to expect when the product was delivered, the Amatullis did not reach out and tells us anything about what type of product would be delivered. 
  
  Product was fabricated and installed; the Amatullis were unhappy when FMG first arrival being the product was polished not honed but had FMG proceed with the installation.
  
  FMG has a bag with many different products in it, **** Furiani took the products out of the bag to get to a specific product, chemicals such as acetone being one of the products in his bag.  This product is never used on quartz, this is quartz 101, (**** has been fabricating and installing quarts and granite for over 25 years), so to say that FMG used a harsh product on the counter is just not true.
  
  Once the job was completed, the Amatullis paid, job was done. Few days later Amatullis were unhappy about and end cap, FMG went back out fixed the issues and was on their way.
  
  Couple of week later we here from the Amatullis that the top was fading, and that FMG has used acetone on the top!  This is false.
  
  The Amatullis reached out to FMG, unfortunately at that specific time **** was going into surgery and was unable to make contact, they reached out to Ceaserstone (manufacture of product) and had a sales rep come to their house to view the product, Ceaserstone agreed it was fabricator error, without any contact to FMG. However, when speaking to Ceaserstone, they said it is easier to just agree with the client and they would give the client new tops and give FMG two slabs to re-do the client counter tops.
  
  This really is an unfortunate situation, FMG would never use a harsh product on any type of countertop. The client was looking for a way to get the counters they originally order, and this is how they went about getting what they wanted.  Ceaserstone is providing honed slab to the client as they had originally ordered.  And for the fabrication and installation of the honed product FMG is receiving two slabs for compensation of our time.  At no time did Ceaserstone instruct us to replace the Amatullis counters as stated.
  
  As far as not being in contact with the Amatullis, **** was out of commission due to a surgery for several weeks and the company was closed. FMG has been in contact when there was something to say, last text was, their product is on backorder, and we will be in touch once it comes in. 
  
   
  
  Sincerely,
  
   
  
  ********** Furiani

  Customer response

  07/13/2022

  I am rejecting this response because:

  the statement is false. We accepted the material change and were not trying to get what we originally wanted. Mr ************** did use acetone and a sealer to correct mistakes while we were there. He also admitted that he did use the products since he has been using these product for years now and he wa not aware that cesarstone rejects any kind of sealer. We have picture proof.

  Cesarstone is currently waiting on the back ordered slabs and per writing, Mr ************** had agreed to replace them at bo costs. 
  if the replacement is finished, Ill be closing this claim. But as long as were stuck with the damaged countertops Id like to leave it open. This is going on for over 3 months now and due to this the kitchen remodel has been on hold since then. 

  
  

  Business response

  07/18/2022

  I am not surprised ******************* did not like our response. They aren't ever going to admit to what was done. 

  We do stand by the fact that acetone was not used on their counter, it is a laughable accusation, it is never used on a top of any kind.

  At this point we can go back and forth all day long and get no where. As we stated and Ceaserstone has confirmed, the product is on backorder, not sure what the ******** would like us to do about Ceaserstones product on backorder, but to say we haven't installed the new product is silly, and goes to show the integrity of the complaint. 

  I would like to reiterate we will be in touch with the ********** when we hear from Ceaserstone that the product is in stock and will delivered. 

  Customer response

  07/24/2022

  I am rejecting this response because:

  Mr ************** is right, we can go back and forth. I'm not sure what we should admit to what has been done? 

  Mr ************** damaged the countertops with harsh chemicals and applied a sealer to try to fix it. Cesarstone voided the warranty due this and declared it a  fabricator issue.

  I'm aware that they've ordered the replacement slabs. I've started this claim due to the lack of communication from Mr **************. 

  We've contacted him multiple times and he failed to respond many times. It is sad that this had to come that far, it could've all been avoided if the communication would've been more professional. I made Mr ************** aware, after our messages have been ignored for many times, that we'll open a claim. 

  The appointment with the cesarstone representative was scheduled accordingly to Mr **************s schedule. I've contacted him after his no-show for the appointment and his response was: "I was just sitting back waiting to see what the warranty department or whatever was it's going to do"

  We are aware that the product is backordered but I'm unable to close the claim before the replacement is taken care of by Mr **************  as soon as the product arrives.

  I truly hope that Mr ************** stands behind his craftsmanship, understands our concern and will handle the replacement with professionality and responsibility. 

   

  Sincerely, 

  *******************************

  
  

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