"i got my counter top installed in 2013. I wrote an earlier review on it and took a picture as well. In August of last year, I noticed a crack coming from a joint. It is about 4 inches long. I contacted the Calgary store and the customer service rep (Tammy) could not even be bothered to come and look at it. Rather she stated that I must have stood on the counter and caused it. I am 59 years old. I sure as heck am not going to be standing on my counter top! She took the word of her installer over me. Since I got nowhere from her, I contacted head office. They are just as bad as the Calgary office. They want to stand by their service rep(Tammy) instead of honoring the so-called "lifetime warranty" So It is not really a "lifetime warranty". Whatever happened to customer service. And God forbid if you should use them and get a crack in the joint, they will not cover it in their "lifetime warranty" I would never ever recommend them and their terrible customer service.
- Approximate cost of services:
- $3,200.00
- What could this company do to improve their services?
- perhaps instead of over a telephone accusing the customer of damaging their product, come out in person and see the crack in the joint.... oh and maybe honour their LIFETIME WARRANTY. MAKE IT RIGHT.
- Any advice to offer fellow homeowners facing a similar project?
- avoid them like the plague. apparently customer service has no meaning to them.
- Company Response
Ms. Hearn,
Firstly, I hope writing a negative review stating only partial facts to support your negative attitude feels good and gives you some sense of accomplishment. It can be troubling when we don't get what we want, even when that want isn't something we are entitled to. You nicely fail to mention the service we provided to have a technician come out and evaluate and repair your issue AT NO CHARGE over a year after your installation no less. Originally, as I understand it, you were satisfied with the repair but then changed your mind. We did offer to return (for a service fee) to readdress but you wanted no part in that believing that you should not be responsible for the damage caused. Fortunately for us and our customers our product is very durable and does not "spontaneously" crack. As you had enjoyed your new counter without incident for a year and given evaluated onsite conditions it is very apparent there was an outside force that lead to the crack for which is not covered by warranty. In these rare instances I like to use the new car analogy, drive it off the lot and down to the mall, get into an accident and take it back for warranty. Good luck...