ComplaintsforDistinctive Surfaces Natural Stone Designs

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Distinctive surfaces installed our waterfall island countertop in March of 2022. The cut out for the cooktop is too large and the cut is uneven. They had all of the specs on the cooktop when they fabricated the island quartzite. We brought it to their attention soon after the installation. The owner agreed that it was their error and they would find a way to resolve it and make it look finished. He recommended removing the backing of the cabinet behind the cooktop unit, pushing the entire cooktop unit back to cover the gap and then replacing the cabinet backing with similar quality wood. We agreed. The cabinet backing was removed the cooktop was pushed back and the gap was 95% covered, but when he went the workers to replace the cabinet backing they were not properly supervised and pushed the cooktop right back to its original location again exposing the gap and the jagged cut in the countertop. We brought this to their attention and after several weeks, another person was sent out to evaluate the issue. This time the decision was made to fabricate a piece of metal to cover the gap that would match the cooktop. The measurements were made, but we still have not received the trim piece. Our general contractor has tried to get this resolved without success. It has now been 10 months since installation. I have left a message for the owner and sent an email and have received no response. This countertop was extremely expensive. The gap needs to be addressed to our satisfaction in the next month with a partial refund for the inconvenience, or the entire top of the island needs to be replaced with matching quartzite, or we need a larger agreeable refund if Distinctive Surfaces does not plan on resolving the issue.

  Business response

  01/20/2023

  Thank you for reaching out to us with your concerns.  First and foremost we loved being part of this very special and unique project.  The homeowners and builder truly built a truly one-of-a-kind home. 

  
  We did install the project in March and several months later the builder did reach out to us with a few questions concerning the fit of the cooktop and the downdraft.  We immediately sent our quality control manager out to take a look and from the information collected we recommend just sliding the downdraft and the cooktop back a 1/4".  It was also observed that it was a very tight fit with both units being installed in a standard size cabinet.  We did make everyone aware that typically this scenario would call for a larger base cabinet.  He did shift the units while he was on site and we thought this issue was resolved.  The appliance company came out a few weeks later to install the unit permanently, and it was determined that the downdraft was rubbing against that cabinet.  We then, in order to help remedy this problem further, cut out the back of tha cabinet and installed a new cabinet skin, shifted the appliances once again and all gaps were covered.  Weeks later we received another email stating that the gap was visible again.  The builder asked if there was anything we could think of to help remedy this any further.  After some thought and consulting a metal fabricator, we offered to have a stainless trim piece made that would help cover the gap.  We also let everyone involved know that we suggested ordering matching stainless steel from the appliance manufacturer.  With the manufacturing, shipping and supply chain issues, we said it could be several months before we even received the material.  We did receive the material toward the end of November and sent it to our metal fabricator.  Their lead times for manufacturing the piece were 12-16 weeks. The order has been processed and they should be able to get it to us within the next month.

  
  I do want to stress that Distinctive Surfaces is not at fault in this situation and has been to this project many, many times in order to help fix items, most of which were caused by others.  We have removed coffee stains made by other contractors.  We cleaned the counters of waxy residue left by the cleaning crew.  We fixed chips that occured months later.  We resealed the entire house for the homeowner's peace of mind.  All of these items required separate trips to a house that was an hour away, and because we wanted everyone to be happy with the end result, we did all this at no additional charge.  These issues were not warranty items.  We truly believe in being a team player and standing behind our product.  We believe that we have gone above and beyond on this project, and we will not entertain any refund.

  Once the metal fabricator has the trim kit made, we will let you know when it is ready for pick-up.  We want you to be happy with your project and love every part of it and have done everything in our power to help your dreams become a reality.

  We look forward to having this resolved as much as you do.

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