ComplaintsforSurface Link Corporation

• Initial Complaint

  05/05/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We encountered SurfaceLink by way of a warranty inspection for our new ****** ******** quartz countertops, that seemingly had large defects across multiple slabs installed in our home. The quartz brand sent out their third party, SurfaceLink, to do an inspection and determine the scope and next steps. ****** only offers warranty support for manufacturing/factory defects, so would help confirm that this was indeed the case, and the flaws weren't man-made or owner/installation caused issues. SurfaceLink sent out THEIR 3d-party contractor in Feb 2022 to our home. After doing digital measurements and visual inspection, he stated that he's seen similar issues before, and that it's very obviously a manufacturing defect. He then called his project manager, ***** from Surface Link in front of us on speaker phone, and re-iterating this exact thing and that he also would not be attempting any repairs because they are on multiple slabs, and such large-scale flaws. Ironically, about a month later, ****** reached out stating that SurfaceLink believed the flaws were caused by the installers, which is a 100% total narrative shift to what was discussed with us by the inspector, and what we were told was being submitted in the findings report. Since ******/****** basically has no obligations to provide support for "installation damage", it was extremely shocking and frustrating. I asked why they submitted it as something different than what was discussed on site, and SurfaceLink wouldn't respond or acknowledge my emails. I then asked to see a copy of the report that SurfaceLink completed at our home, which they also refused. We reiterated that we had proof that their inspector stated in his professional opinion our slabs had manufacturing issues, and it would be submitted as that. Our experience with them seemed super sketchy and unethical, and if somehow the inspection report got changed to appease their client, ******, then they are straight up lying.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2020 I contacted Surface Link to do restoration on my countertop they told me that they could do the job they send a technician out who did and completed the job there were scratches and several cracks in my Corian countertop. Their work was to remove the scratches and fix the cracks he was supposed to sand them down but this wasnt done in about five months the cracks And scratches reappeared. I took pictures send them to **** The manager of the department I told him what the situation was they didnt get back in contact with me after my first call, l call back and contacted him he said they werent responsible for the scratches and the crack he said they didnt guarantee that they wouldnt come back that is not what I was told when I had them to come out and pay them over $1200. I later I received a call from him for more pictures and for the last four weeks I havent heard from Surface Link. All they did was polish the scratches filled in the cracks.

  Business response

  10/22/2021

  To whom it may concern,
  
  To respond to the complaint from ****************:
  
  Regarding the reappearance of the crack we repaired; We cannot guarantee a repair on a countertop after we leave, as we have no control as to how that area of the countertop is used.
  
  This is a ****** countertop, composed primarily of Acrylic similar to ********* - and is susceptible to cracking from any number of sources.
  
  In this case we believe that heat is the main cause of the crack. Flames / heat from the front burner of the cooktop (see attached photo provided by ****************), heated the countertop and caused the cracking/re-cracking. We can do nothing to prevent this.
  
  In this case a contributing factor is that the cooktop is gas. Flames can easily extend out from under a pot or pan and be in close proximity to the surrounding countertop surface. Or the metal of the cooktop can heat up and affect the surrounding countertop surface until it fails and cracks.
  
  Regarding the scratches; ****** countertops are susceptible to scratching.
  
  It is not unusual to scratch ****** during normal use. It is just the nature of this product. We are not able to prevent it from scratching. (see attached photo provided by ****************)
  
  It is important to point out that we do not manufacture this product, nor do we fabricate it.
  
  Our only business is to repair countertops. We repair countertops of all types, Granite, Marble and ****** to name a few.
  
  We are happy to quote **************** to repair the countertop again and perform another refinish; but once again, we cannot guarantee the repairs or performance or characteristics of his product.
  
  And we are willing to provide a 10% discount off of the new quote.  
  
  We regret that **************** is not satisfied with the performance of his countertop and can only suggest that he contact the manufacturer to explain his discontent.
  
  As a final note, we would like to point out that we did respond to **************** after he contacted us with his complaint. Please refer to the below emails between him and us:

  From ****************:
  
  On 3/24/2021 I sent an email concerning my countertop that was refurbished, the crack is appearing again the scratches on the countertop are like before, someone was supposed to contact me I haven't heard from anyone will you please give me a number that I can call and reach a representative or have the person that completed the work come out and see what my concerns are. Thank you,
  ***********************
  
  Our response:
  
  *****,
  We spoke some time ago, but this is the first time I have received photos. As I mentioned the scratches in the countertop have nothing to do with the quality of the refinishing process. They were removed during the process and now new scratches have appeared, we cannot control that. As far as the cracks, heat and pressure can cause the repairs to fail, this is mentioned in the proposal I sent over, this is also out of our control.
  Thank you
  
  ********************* | Commercial Manager | Certified Technician
  SURFACE LINK | Excellence in Surface Repair + Restoration

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