ComplaintsforGreat Rock Kitchen & Bath, Inc.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 countertops from the company for approx. $6600 in August 2018. The price included installation of the countertops and installation of an undermount sink. This Saturday July 2, 2022 the sink dislodged from the countertop and fell out of the counter. Upon inspection, it was discovered that sink was only held to the counter with silicon and there were no clips or similar devices used to secure the sink to the underside of the counter. It is my judgement that sink fell due to the improper installation. I called the company and requested that they re-attach the sink correctly using undermount clips to properly secure the sink at no further cost. The manager stated that they were not going to correct the issue at no further charge. I am requesting that the company complete the installation correctly as per our contract.

  Business response

  09/12/2022

  Our goal is to make all of our customers happy. We are sorry in this instance we are unable to do so.
  
  Typically sink clips OR a strong epoxy is used to mount undermount sinks. If there is an issue with in the first year after the Installation regarding seams, settling or sink mounting Great Rock would have come out at no charge, please note this does not include normal "wear and tear.
  
  As the work we completed for you was approximately four years ago based on the estimate you submitted to the BBB than yes, we would charge for a service visit. After filing your complaint with the BBB we did call to set up a service call however you had advised you had already taken care of the issue as it was time sensitive and that we did not need to come out.
  
  Upon reviewing the photos, you submitted to the BBB it appears that the sink was mounted with a strong epoxy, and we can see that anchor bolts for sink clips were drilled and installed although the sink and clips are not pictured. As you have already addressed the issue, there is no way of us being able to validate your statement about the original use of clips. However, it is evident that a strong epoxy used to install the sink which is a standard in our industry. We fulfilled our obligation for install proper installation. We do appreciate you bringing this to our attention as a result we evaluate our SOP to make sure they coincide with our industries SOP.

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