ComplaintsforAbsolute Stone Corporation

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1.My name is ****** ****, a **** resident of Wake County, ************** 2.I am filing the complaint against Absolute Stone Corporation, ************************************************** 3.After provided detail measurements of our kitchen countertop, we have purchased Absolute Stone Corps Quartz stone and their installation service, on 12/13/2022, the installation had taken place. However, Absolute Stone has fabricated the stone in the wrong dimension, which directly caused our dishwasher inoperable, we have taken action of their suggestion, and have a plumber to come to shift and adjust the dishwasher, attempted to pull the dishwasher outward possible, but the dishwashers control panel is still inaccessible due to the stone countertops size is **** too wide (from our old replaced countertop, which I have provided the measurement on day one)4.The communication details, contract signed, measurements document is attached.5.Absolute Stone was not willing to fix the problem and issue they have caused to us, but threaten to put lien against our house when we attempted to reach a resolution of the problem they have caused to us.6.We want Absolute Stone either: 1). repair/re-fabricate the piece of the countertop (where the sink and dishwasher reside) to the correct dimension (include the labor cost of the plumber of disconnecting and reconnecting the water, faucet and dishwasher, and the possible repair/replacement of our existing backsplash) 2). or, to compensate a comparable front panel dishwasher, include the labor cost of installation and haul away the old dishwasher

  

  Business response

  03/13/2023

  *****************************,
  
  We followed the same guidelines when any customer hire ******************** to make a new countertops. With Mrs. **** we did exactly the same procedure like we do with everyone else. We prepare a proposal to the customer based on the drawings the customer bring to us, after the proposal is accepted by the customer we send our template guy to the customers house to talk with the customer about the job details and to measure the areas where the new countertops are going to be placed. The customer requested No seam on the countertops and 2 or 4 radius on the * Shape countertop which she will confirm at the template day with the template guy. We received the template at the shop and proceed to fabricate the countertops on the same way that were discussed at the Mrs. **** house. We scheduled the installation with Mrs. **** and proceed to install the countertops, everything went well and the customer was very pleased with our work. A few days later she call our company to complain about the dishwasher being too far back and we send our service manager to take a look of the situation. Our service manager *** explained to her that the standard overhand on countertops is 1 from the cabinet panel but he also explained to her that she can move the dishwasher as forward as she want if for any reason she would like to have it more on front. After that she called our sales associate ********* saying that she would like to cut the overhang on the * Shape piece in order to avoid moving the dishwasher. We considered the request an extra job just because, in order to do what she wants we will need to remove the countertops, bring it to the shop and refabricate the edge. And after that go back to the house to install the countertops refabricated. After we explained to her that we have to charge for the extra work she is requesting us to do, she refuses to pay the extra work and she threated us to not paying the balance in full if we do not do what she wants.We evaluate the situation and we considered, because we did not do anything wrong it is not fair for us to not be paid in full. After a few days going back and forth with her, she finally paid in full. We are very sorry that we were not able to make her understand that we followed customer request all the time but everything else goes following standard guidelines of the industry. Please let me know if you have any question. Thanks.
  
  
  ***********************
  Director (ext.101)
  ******************************************************
  Cell: ************
  Mailing Address: PO Box **** | ****, ** 27519
  ***************************** | ****, ** ***** | P: ************ | F: ************
  
  

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