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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought a Quartz top as part of our kitchen remodel, and 2 years later the top cracked. We contacted this company in order to get the warranty and they said they will see what they can do. Finally ended up blaming it on the quartz manufacturer and said they could not proceed with the claim because the piece was never registered. This company claims be a good and reliable but they only want the money and they care very little about customer satisfaction or even their own reputation.
Business response
04/05/2024
This complaint has been resolved. See below for the email sent from our project manager to the client...
"Good afternoon ******* and ******,
This is Eric with Upstate Granite Solutions. I had previously corresponded with you via email regarding the concern of the crack on your quartz countertops.
I apologize that I had not sufficiently addressed your concern at the time and that my approach only targeted the inquiry on the manufacturer warranty. We as a company certainly care about our customers and their happiness with our product and service, and my intentions directly line up with that as well.
Based on your recent phone conversation with Paul, our owner, we’d like to schedule our lead technician to perform a repair service on the crack. Please understand that this is ultimately a repair, so, while the crack may not completely vanish, it will be contained and the appearance will be improved. The standard work order charge is $500 for the first hour and $150 for any additional hour, but we will waive the charge with this work order for this time.
I’m happy that we were able to work out a resolution with you on this. Please let me know when the complaint filed with the BBB is resolved and what date works best for you to schedule the work order. I’d be happy to get that scheduled for you.
Please feel free to let me know if you have any questions or if there is anything else I can help you with.
Thank you!"
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.