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Complaint Details
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Initial Complaint
07/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Midwest Rocktops did a horrible job installing my countertops and refuses to take responsibility for it. Once they got the deposit for the job they were done. It was all on me after that. The owner, *****, will not correct any of the work. The stove opening is bigger than the measurements I gave them. They acknowledge that in the attached emails. His response was that with the way appliances are being back ordered (months) to just give him a call if a new one didn't work out. Why shouldn't I get an opening with the measurements I gave regardless? That's what I paid for and they admit is was their error. In addition to that the seams are horrible. They are uneven (one of them is just ridiculous) and the the filling they put in to cover of the gap is coming out. I've attached pictures of this. I emailed the owner on July 4th and again on July 16th with no response. They did not provide what I paid for and now they won't even respond to my emails.Thank you,*************************
Business response
12/01/2021
Hi ******,
As you can see in the attached emails I have reached out to *****. I have offered to make the repairs. Now she is complaining about a 1/2 gap and the tops not being level. Were is the coming from a year later? Why wasn't this ever brought up before? She will never be happy no mater what it do. I offered to repair the seam and will to re-install the tops. We can level them out perfectly as well. The down side of leveling them is the end of her sink run will be off of the cabinets and put on shims. When we install we strive to put the tops on plane when the cabinets are not level to start with. Midwest Rock Tops is not responsible for any substrate including cabinets.
Bottom line is I'm willing to re-stall the tops and put them on the same plain or level (her choice). Midwest Rock Tops is not responsible to re-move or install the sink and/or any appliances including and not limited to any pluming disconnection or installation per state law if needed. But under no circumstances will we refund or replace any countertops.
As you know we are concerned entering her house since she presents herself as a unstable person so any visits to the home have to be scheduled well in advance. With that said, I'm unavailable from 12/5 till 12/22. And the officer that is going to assist us it out the week before Christmas. Therefore I would like to schedule it Jan 4th or later.
Let me know what the next step is.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.