ComplaintsforEaston Industries Ltd.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We selected and paid for the installation of countertops at Easton Industries in August of 2021. We were told we would be added to the schedule for installation and were given a date of December 28th. Although we told them we would be traveling for the holidays. We got a reschedule date of January 28th. On installation day, the contractor locked his keys in the truck and started late. They did not bring enough of the selected product to complete the installation and left parts of the job incomplete. They returned about a week later with the remainder of the products, leaving a large uneven gap in our countertop where it had to be pieced. About a week later a technician showed up and tried to fill the gap. It needed to dry for about a week, but when he came back to finish the seam it was sanded too much and needed to be replaced. At that time the technician heard our complaints about the inconsistencies of the product - such as inconsistent color graining and difference in thickness of the procures installed. The technician said they would return and replace wth countertop from the range and around the newly installed sink. When they returned two weeks later, they installed a piece of counter, cutting out the oversanded counter and did not replace the entire countertop from the range past the sink. I sent pictures showing the replaced piece not matching the color and marbling and out of level from the existing counter and again was told they would replace the counter from the range past the sink. We received a cal from the salesman telling us that they would replace the piece of countertop that they replaced before and not what the technician promised. After two weeks, we are still waiting for the piece to be replaced and there is a large gap infilled and inconsistent with the existing counter. This company advertises "breakfast on your old countertops and dinner on your new" but we have been getting the run around for 7 weeks.

  Customer response

  03/31/2022

  We did not hear from the company, so we contacted them. They tell so they are very busy and can schedule to complete the work in April - another three weeks. We don't know what that will entail or how they intend to complete the counters. We are very frustrated and want the work completed. This had been going on since January and we have lost patience with them.

  Business response

  09/01/2022

  We installed the kitchen on 1/31/2022. After the install the customer made a complaint about how the seam looked bad. Upon further inspection we attempted to repair it and that failed. So, we made a new countertop. The replacement countertop was installed 2/23. Again, the customer was not happy with the seam and wanted us to fill the seam with raw material, which is something we don't do. We have always put silicone in our seams. This is the first time we have gotten a complaint about our kitchen seams, and we have been doing kitchen remodels for years. Once again, we remade the countertop again. The second replacement top was installed on 4/29/2022. When the installers went to go silicone the seam, the homeowner told them not too and that the homeowner wanted it filled with raw material after we had told the homeowner we don't do that with our seems. We don't mind coming to silicone the seam, but we won't try to patch it again as it will just lead to more headache.

  Business response

  09/13/2022

  We installed the kitchen on 1/31/2022. After the install the customer made a complaint about how the seam looked bad. Upon further inspection we attempted to repair it and that failed. So, we made a new countertop. The replacement countertop was installed 2/23. Again, the customer was not happy with the seam and wanted us to fill the seam with raw material, which is something we don't do. We have always put silicone in our seams. This is the first time we have gotten a complaint about our kitchen seams, and we have been doing kitchen remodels for years. Once again, we remade the countertop again. The second replacement top was installed on 4/29/2022. When the installers went to go silicone the seam, the homeowner told them not too and that the homeowner wanted it filled with raw material after we had told the homeowner we don't do that with our seems. We don't mind coming to silicone the seam, but we won't try to patch it again as it will just lead to more headache.

  Customer response

  09/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company said they installed the kitchen countertops in January, but they didn't bring enough product to complete the install. It took two more visits for them to finally bring enough resin countertops to finish the install with the assurance that the seams would be worked so that they would not be visible. The last piece was replaced by one of the installers request, as he damaged the piece trying to work the seam. It was replaced about a month later and the installer said someone would be out later in the afternoon to work the seam. No one came. At that point we had reached the end of our patience and worked with an artisan that handles resin material to complete the job. As I had back surgery during this process, we sought other help to resolve the issue. We deeply regret having Eastonite resurface our counters and wish we had taken The quote to have them replaced by ***********

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