ComplaintsforCabinet & Stone Expo, LLC

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased kitchen cabinets and countertops and I installed the cabinets and they installed the countertops a week or so later. 8 shelving buttons were missing from the cabinets and I requested they mail some to me. They said they would either mail or hand deliver them. Its been nearly two months and Ive asked several times and theyve still not kept their word and got them to me. The day they installed the countertops they finished up and asked me to inspect them and sign off on them before they left. I signed their form and wrote a description of my concerns with the product. The Fantasy ***** Countertops were very foggy and unfinished and seemed like they needed buffed out. I said Im very concerned about the quality of the finish. The next day I looked the countertops over again and realized there was a fresh crack in one of the countertops so I took pictures and sent them by email along with a description of my concerns. Their response was slow so I called to see if we could set up an appointment for them to come inspect and replace or repair. I was told sorry my guys have Covid so its going to be awhile. A couple weeks later I checked back in with them and again I got the guys have Covid . I said now come on this has nothing to do with Covid I need you to come figure this out please. They immediately set up an appointment and showed up the next day. Their technician said the countertops were normal looking and the crack could be repaired with an epoxy. I was not happy with the analysis and the plan on repair rather than replacing a New expensive countertop that I already had paid for. I havent heard anything back from them since our meeting and they will not respond to my emails. FYI I have purchased 2 other sets of quartz countertops from them and had zero issues. Also my account is paid in full. **************** is definitely lacking once everything is paid for and installed.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TI just used them to install quartz counters and love the counters but have a huge issue. I called to resolve the issue and got hung up on. The install was done on March 25th, 2022 around 11:00 am.We removed our old counters ourselves. I used my plug in the kitchen to turn on my coffee maker and make coffee just before they arrived to install my counters. The guys came in and started by leveling out of current cabinet and added pieces of wood behind some of the cabinets by s******* them into the wall. They then went about using a multi function tool to saw off old glue and prepare the top of the cabinet. The counters were then installed and looked great. I was told not to put anything on the counters or install plumbing for 24 hours so I didn't. The following morning I finally did hook my coffee maker back up and it wouldn't work. Come to find out all 3 outlet along one of my walls will not work. I spoke with a few people and was told that most likely one of the screws that was placed in my cabinets hit a wire.I spoke with the company and they are denying any liability. They cannot fathom how an outlet not working could be connected to a counter install. The manager eventually got frustrated with me and hung up on me. I still have 3 outlets that don't work and don't know how to fix it without costing me money when it was their fault. Do not recommend using this company.

  Business response

  03/28/2022

  At the time when our installer first arrived at your residence, it was determined that the cabinets were not level so they would need to be adjusted to facilitate the new countertops in order to establish a level plane in the finished product. 
  
  
  Wood blocking is used to establish a level plane for the countertop to sit on in situations such as these. The first thing that must be done for this to happen is for the old glue from the previous countertop to be removed so that a level can be placed directly on the cabinet. In order to do this, a multi-tool is used to scrape off the existing glue from the previous countertops before any level is placed to determine where to even place the wood blocking. Our installers attempted to begin this step by plugging in their multitool in the aforementioned outlets but were not able to draw any power from the outlets and needed to use the outlets on the opposite side of the kitchen to proceed with the work. Outlets have numerous reasons as to why they may be shut off during the construction process and our installers thought nothing of it and proceeded with their work using the functioning outlets. It is not their responsibility to troubleshoot construction issues outside of their scope of work.  All of this is performed before any screws are inserted into the wall. 
  
  
  In regards to the phone conversation, while we understand that the remodeling process can raise tensions and complications do arise, foul language and beratement is not only non-helpful but also not tolerated.  The phone conversation was ended to avoid further escalation and to give some time so that tensions could lower and a more amicable conversation could be had. 
  
  
  
  
  We are willing to send a licensed electrician to the jobsite to determine the cause of the situation. However, if it is proven that our installation crew is not at fault for the electrical complications, you would then be held liable for the cost of the electrician and subsequent repair. If it is in fact determined that our installation crew is at fault, we will pay for the repair. 
  
  
  
  

  Customer response

  04/02/2022

  I have reviewed the response. The owner has scheduled an electrician for Tuesday the 5th. We are currently working together to get the problem fixed.

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