Complaints

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had them install quartz in our home and we notice about 8 months into living in the home a few very small chips were flaking off. We called customer service and they said they will not warranty the product, in fact, they relayed that it would be a charge to even come out and look at it.Another couple of months go by and we get back in our southern home and we noticed a bunch more quarter-size chips and those pieces on the floor. This all happened while no one was home. We called the warranty again asking if we have a defective product or what they would do. They said the only solution would be for us (the homeowners) to purchase a whole new set and that they do not stand by the product produced and replace it, even though it clearly is defective and was made incorrectly. Now the company gives us the run around when trying to call or keeps passing us to other people to handle, but overall nothing is being resolved, nor are they willing to.

  

  Business response

  03/13/2023

  I've cc'd you on the email response to the client complaint.  After further investigation and communication with the general contractor warranty department, this clients ongoing complaints and unrealistic expectation are outside of the scope of the home warranty provide by contractor.  The ** countertop in question was was from 12/7/2020 and now reporting flaking 2yrs later.  If there was anything in question regarding quality or defectiveness, this would be done/completed.  Between our project manager and builder warranty department rep, there was over a dozen emails communicating solutions and options to resolve the issue.  We then scheduled a service tech to job-site to evaluate the issue which reveled the issue was clearly a misuse/abuse of the countertop where something large/heavy hit the edge of the top causing a large chunk to brake off the size of .25 dollar.  We provide repair option, modification option and replacement options for the damaged area.  None have been approval to date.  

  
  

  The best analogy i can demonstrate is with a new car.  A dealership wont warranty a clients new car when the client hits a curb or get in a crash and the front tire/axel brakes off.  Its out of the dealers control and its not a quality issue, however a user issue.

  
  

  I'll continue to work through this with clients complaints, however they haven't replyed to my last two emails to date.

  
  

  ID# ********

  Customer: ***********************

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