Complaints

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed the countertop and back splash on 12/01/2022 - they tampered with electrical outlet and they are not licensed to touch electrical nor did they have my approval to tamper. when they could not do fix this further after installing the backsplash - they said they are not supposed to work on electricity and they refused to further fix this issue and took off without accepting responsibility- they did state they do this for other unlicensed electrical work for other customers

  Business response

  12/12/2022

  *** **** is an Ikea customer for countertops, we Stone World are the fabricator for Ikea.
  Ikea is currently dealer with her.
  
  We installed a countertop and full height backsplash for her. Our installers did not disconnect any wiring from her outlet, the only thing they did was remove the crews so we could place the thick quartz backsplash against the wall, the backsplash material is the same material as coutertops, since the outlet is screwed to wall box it would not be possible to install backsplash. The wiring remained intact, nothing was disconnected, all the client has to do is buy longer screws to attach outlet to wall box, since new backsplash is thick (1.25") old screws would not work.
  On our Preparation List emailed to her on 7/25/22, one of the line items states: 
  "Outlets on backsplashes may be cut on site; it will require the customer to re-install outlets again with longer screws due to thickness of material"
  She was upset with installer because she asked them to wait for her to go to hardware store to buy the longer screws and for them to install it, but they said they can't wait because they had another customer scheduled, and that its not our responsibility to install the screws for outlet.
  
  The job was installed completely, like I mentioned all the client has to do is buy longer screws and ask her electrician or whoever she wants to install the screws.
  
  See Ikea's terms, and our pep. list attached.
  
  Thank you.
   
  ******** *******
   
  Stone World Imports & Manufacturing
  

  
  

  Customer response

  12/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: this is not what happened - during template measurement the measurer specifically asked me to purchase an inch and half screws. when the installers showed up to install  the backsplash they removed the wires and tried different ways to reinstall the electrical outlet using the screws i provided and also tried using their own screws and one they realized that they could not fix this they stated I needed larger screws and left citing their contract - why did they  tamper with it to begin with and why did they try to fix it if they intended on breaching their contract with IKEA - tampering with electrical is unlicensed activity  and they stated  they do this for other customers because they have the proper screws  and  I will write this to the  Ikea board of directors . at this point i don't even know if the outlet stone template is the problem - they basically abandoned the job one they tampered with electrical and even though i refused to sign they said they consider the job complete.

  Regards,

  *** ****

  Business response

  12/19/2022

  The countertop and full height backsplash were installed, the only think left is to install 2x longer screws for her outlet box due to thickness of quartz. I spoke with template technician he said he advised her to purchased longer screws and it needs to be (in length) the stone thickness (about 1.25") plus her existing screw length, as a general rule, I don't know if she calculated right or understood.
  

  The electrical wires on outlet were not disconnect by us, all wires remained fixed to terminals.  The outlet was passed through cutout on Back Splash.

  As we mentioned before like all other customers she has to provide and install longer screws mentioned on our contract.

  She is using the words tampering and fix incorrectly, there were no wires disconnected, and nothing broken to fix.
  

  We don't know what she wants from us.
  

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