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Complaint Details
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Initial Complaint
07/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/30/2023, Prestige came to install my countertops. They had been there roughly 2 weeks prior to measure after the countertops had been removed. When they came to install the countertops, they did so. However, the installation of a deeper sink than previous broke the existing pipe. When I asked them why they did not remove the pipe or tell me it should have been removed they explained that even though they knew the pipe should have been removed (they said they noticed it was there during installation and should not have been there) that it was not their responsibility to remove it. In addition, it was not their responsibility to tell me it should have been removed. They said it was my responsibility as the homeowner to know that the sink I requested was deeper than the previous sink and it was my responsibility to know that pipe should have been removed. I was absolutely flabbergasted. I have never had countertops installed before. That is why I hired someone to install them. I expected them to walk me through the process of what needed to be done - even if they wouldn't do it themselves I expected them to tell me if something needed to be done prior to installation. The pipe they broke was a drain pipe in a condo so the water came in a few hours after installation when my neighbor came home from work and used his kitchen sink (we were not living in our condo so we did not use the water prior to our neighbor coming home). Prestige says it is a coincidence that we had no water issues prior to installation and after installation we had water draining from a pipe hanging from the wall. The deeper sink pushed down so hard on the pipe that it broke it at the wall. They said I couldn't prove that they broke the pipe. I paid a $250 installation fee and a $900 maintenance bill to fix my plumbing and my neighbors' plumbing which included water remediation. Prestige let me not pay the $400 I had remaining on my balance. I want people to be warned about this awful business.Customer response
07/27/2023
I would love to get my money back for the maintenance bill. They did not require I pay the $435 I had left over but the maintenance bill was $910.Customer response
08/09/2023
Complaint: ********
I am rejecting this response because: It is inaccurate. However, I need more time to provide documentation and respond accurately. I will send an updated response within 1 week from today.
Sincerely,
******** ******
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Contact Information
341 Virginia Ln
Nicholasville, KY 40356-1159
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.