Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 2 sample tiles to try and match my broken countertop. Ordered November 19 and LX Hausys sent me and Order Complete email stating order received and processing. Since that time I have not been able to reach anyone and have tried several times on "Contact Us" LX Hausys home page. They give no telephone to reach them. My order number is below. I have printed out, scanned back to computer and including the scanned order complete 3 pages below. I paid through ****** and either request refund, someone to contact me, and status of where this order is and how to track it. Thanks. Every time I check, it still only state processing and claims it will come ***** Ground (but no tracking number). Thanks.

  

  Business Response

  Date: 12/06/2024

  We have received this complaint and are concerned that the communications did not come through to us as they should have to the consumer.

  I have our IT over our website looking in to this.

  We will also be reaching out to the customer to see if the samples arrived and if need be we will reship the consumers order to them.

  Thank you,

  LX Hausys

   

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22643513
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/09/2024

  Hello and I would like to update the status.

  Looks like the original order was stopped because the 2x2 sample of one of the colors was out of stock at the fulfillment center. We are checking why this was not flagged and we apologize.

  I had the team process a new order with 4x4 sample and it is shipping over night to Mr. *************** are sorry for your delay in getting the samples. The below message you should have also received a copy of via email.

   

   

  Your order has been processed!
  Order Date: 12/09/2024 Order ID: *******
  
  Ordered By
  LX Hausys
  *************************************************************************************************************************************************** Shipping Address
  ***** *****
  ***** *****
  ********************************************************************
  
  Order Summary
  Offer ID Description Quantity
  HM-Standard-Arcas-4x4 HM-Standard-Arcas 1
  HM-Standard-LENTIL-4x4 HM-Standard-LENTIL-4x4 1
  Total Product Weight: 0 Oz
  
  Shipping Information
  Shipping Method: OVERNIGHT Rush: N/A

  Customer Answer

  Date: 12/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good evening,We remodeled our bathrooms in 2021 and worked with a contractor to do the majority of the work. This was a major investment for our home. The work encompassed the installation of white/gray quartz countertop slabs in 2 bathrooms, as well as 2 slabs installed in the shower in September of 2021. Therefore, a total of 4 pieces of ********* the summer of 2023, I began to notice the discoloration of all 4 of the slabs, as there were yellowish patterns or marks running through the quartz in multiple areas. I reached out to the local tile company who installed the quartz. They inspected the quartz and they were unable to resolve the issue. I believe they tried to remove the discoloration on one small area of the countertop and nothing changed. My understanding was that something within the quartz was causing the discoloration, as this appears to be a manufacturing defect. The local tile company explained that they also reached out to ***** I did not hear anything from LX, I was provided with their info this summer (2024) and I was advised that our claim was denied, even though no one came to our home to inspect the quartz.LX eventually approved the inspection of the quartz and the inspection was done on Sept 17, 2024.LX is taking the position that "something was spilled or set in these locations that left a stain", and they are essentially denying liability for this matter.LX's response does not add up, as this discoloration is impacting 2 different bathrooms, and slabs which are also used in the shower vs the countertops. There are also multiple areas on the countertops where the discoloration occurs. Bottom line, this is affecting the entirety of the slabs and not just one area. There is zero chance that we "spilled" something on 4 slabs as speculated by LX. I have also been extremely cautious in our cleaning of the bathrooms, as again, this was a major investment. Your assistance is greatly appreciated.

  

  Business Response

  Date: 09/19/2024

  Hello,

  We had an independent 3rd party company come out and do a comprehensive inspection. They found no manufacturing defects, which is what our Limited Warranty covers. Cracks, Chips, Stains and Scratches are not considered manufacturing defects. Their testing did show the countertops surfaces seem to have some inadvertent damages as the factory finish did seem to be altered. Their testing showed the finish of the tops at only 35 GU, and they leave our manufacturing plant at about 60 GU covered in a protective peel coating. This could be cleaning product build up as the material is basically nonporous and anything applied dries on the surface unless washed completely off. We cannot say what is on the surface, when it got there or how it got there. The independent third-party inspection company stated there were no manufacturing defects. The consumer's fabricator purchased 1 slab of material and then they had it shipped to their shop where they cut it apart and machined the pieces and made it into the shapes needed before gluing them together to make the consumers tops and shower pieces purchased. They then loaded them on a truck took them to the home and installed them in place with adhesive and maybe fasteners.

  We will be sending him the following to help him with a matter that is not covered under our ************************************ Warranty does not cover the consumers items,but what we could do as goodwill is have the repair company come out and repolish the surfaces to help. This would be as good will only and we will not take any liability or responsibility for the success or failure of the work. The other option would be, again only as goodwill we could send a slab of material to their fabricator to make new pieces for them (must be a different color because the original color was discontinued). This would mean to change the color and pay for the labor as this is only goodwill and not even our Limited Warranty covers labor. There will be a release to sign based upon your decision.

  Please advise of your choice and we can move forward under goodwill. 

   

  Thank you,

  LX Hausys Warranty team

  Customer Answer

  Date: 09/24/2024

  Good morning

  I have advised LX that we are in agreement with receiving another slab to resolve this matter as of this morning.  Thank you very much for your assistance throughout this matter.

  Mark 

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted LX Hausys via email regarding a warranty claim for my kitchen countertop on March 2nd, 2023. On March 3rd I received a reply that I needed to send the claim along with pictures to *****************, Warranty Manager for my area at ********************************** I sent the claim and pictures to ***************** on March 3rd and have not received any reply or acknowledgment of my claim. On April 3rd I sent a second email to ***************** and copied the original warranty department at LX Hausys stating that #1) I have not received any acknowledgment of my claim, #2) nor have I received any reply to my warranty claim email. the countertop has a 15-year warranty that is set to expire either next month or shortly after depending on how the warranty period is calculated. I believe that LX Hausys is stonewalling to let the warranty expire.

  

  Business Response

  Date: 04/28/2023

  Hello,

  We are very sorry but we have never received any e-mailed except the original one we replied to.

   

  We do know that ******************** received our reply because he was very proactive and added two of the three items we need to get his claim taken care of. He attached the warranty submittal and his proof of purchase so we will only need to get some pictures and we can keep the claim moving for him. 

   

  Currently we have his claim set up under case # ********************************************************************** his pictures.

   

  Thank you,