3 Customer Reviews
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Review from Bonnie H
1 star01/30/2024
We purchases a counter top in August 2018, the counter is very long and had to be in two pieces. In June of 2019 we noticed the seamed area was sunk or raised so the seam wasn't level. We filed a claim and they agreed to fix it. Surface Link came out and fixed it. In Dec. 2023 we noticed it had sunk again. After getting through the holidays we found the paperwork and called to file another claim today. We sent them everything they needed. Our response from them was its not a warranty problem and was full of excuses, we stood on the counter, the bread maker caused it ( barely use bread maker, just happened to be making one today) heavy items on counter etc. Told them no one ever stood on counter, barely make bread and it's not near seam. He ( *************************) then told me he wasn't working there when we filed the first warranty and it should never had been approved. Needless to say I'm very upset, we spent a lot of money on the counter top, and after only 5 years it's in bad condition. Not only is it sunk, it's splintered. I highly recommend you Don't Do Business with this Company. They Don't Stand Behind their Products and Certainly Don't **** About their Customers. *********************
LX Hausys America, Inc. Response
02/02/2024
Our 15-year Limited Warranty covers manufacturing defects only of the material itself. This would cover defects coming from the manufacturing process only. We as a manufacturer sell the sheets/slabs of material and they are then shipped via semi-trucks to distribution companies where they are moved into storage racks. When purchased by a countertop fabrication company the slabs are pulled from the racks and loaded on special pallets and shipped on trucks to the fabrication shop. The shop then takes the slabs and cuts them apart, machines them and then glues them back together to the proper shape for a consumer's home. The pieces are then loaded on a truck or trailer and shipped to the home where a crew of 2-4 installers carry them into the home and trim, adjust, glue back together and install the tops in the home. The consumer then uses the tops as they see fit.As a manufacturer we do not have any control over the care and handling of the materials once they leave our ************ center. We of course want the consumers to enjoy and love their countertops and we will stand behind our products for any manufacturing related issues.Our 15-year Limited Warranty is available in our website www.lxhausys.com to view. This claim for a seam that a fabricator made while installing the countertops has nothing to do with the manufacturing of the material. The first time this seam started to fail it was very close to being within the 1-year fabrication/installation warranty through Lowes so as goodwill the top was repaired by an independent 3rd party repair company. There is no warranty on their repair as it was a one-time goodwill repair. This issue was not caused by any manufacturing defects and is not covered under our 15-year Limited Warranty.Review from Crystal C
1 star11/10/2023
Never buy quartz through this company. There so called "15 year warranty" will never be backed. They make excuses of everything the customer could have possibly done so they never have to cover it. We paid extra thinking we would be covered with their better warrenty. Never again!LX Hausys America, Inc. Response
02/02/2024
Our 15-year Limited Warranty covers manufacturing defects only of the material itself. This would cover defects coming from the manufacturing process only. We as a manufacturer sell the slabs of material and they are then shipped via semi-trucks to distribution companies where they are moved into storage racks. When purchased by a countertop fabrication company the slabs are pulled from the racks and loaded on A-Frames and shipped on trucks to the fabrication shop. The shop then takes the slabs and cuts them apart, machines them and then glues them back together to the proper shape for a consumer's home. The pieces are then loaded on a truck or trailer and shipped to the home where a crew of 2-4 installers carry them into the home and trim, adjust, glue back together and install the tops in the home. The consumer then uses the tops as they see fit.As a manufacturer we do not have any control over the care and handling of the materials once they leave our *********** center. We of course want the consumers to enjoy and love their countertops and we will stand behind our products for any manufacturing related issues.Our 15-year Limited Warranty is available in our website www.lxhausys.com to ******** states in the document under exclusions "Damage caused by any form of abuse, exposure to excessive heat, accidents, or misuse, including but not limited to, scratches, stains, chips, or cracks.". Cracks in countertops are not a covered warranty item. The surface will not crack unless external force or interaction causes the crack such as impacts, uneven cabinets/flooring, structural settling/movements, inside corners without a smooth and proper radius, thermal shock (use of crockpots/skillets, air fryers or other heat generating appliances items placed on the countertop).The countertop had been installed for around 8 years and developed a crack. We do not know what the exact cause of the crack was, but it was not covered under our 15-year Limited Warranty.Review from Diane Z
1 star08/07/2022
I will likely be returning to request help from BBB to resolve this, but for now I am just warning all to steer clear of ANY LXHausys (recently changed from LGHausys) products!! I was stunned to see all these complaints and more elsewhere that are exactly like mine. I bought 3 slabs for $6,000+ as part of a $100k kitchen and great room remodel. Immediately after installation, I noticed random, odd shaped splotches on the surface of the island and countertops. They're not stains but are changes in the surface that are obvious when light reflects on them. They keep appearing and are everywhere. It took 4 MONTHS just to get anyone out to look at them and he confirmed that the light units along the surface of these areas was lower than the unspotted areas. And the comments about being stonewalled are right on. Before I found out it was now called LXHausys, it was almost impossible to find an email address - NO phone # - to contact someone. My emails started on April 11th, and were of course ignored. It took 2 months to get the tile store to get involved because they have the leverage; LXY clearly doesn't care if their customers are unhappy.Even then, it took the tile shop THREATENING to make them REMOVE THEIR DISPLAY/SAMPLES from their store to finally get them to send a 3rd party out. But after reading all of their unbelievable responses to these complaints, and the ways they've tried to dismiss me at every level, I'm sure they'll make something up to deny coverage. I don't see ONE example of them actually fixing a countertop.Note: They tried the old "You put something hot on the countertop" over and over, despite the fact that I had no way to **** (no oven or **** top) for 2 months after they were installed and the spots were already appearing and multiplying!!What stunned me when I saw these complaints about the exact product I just bought started at least by 2018!!! They knew and are still selling it then acting surprised that customers complain.
Customer Review Rating
1/5stars
Average of 3 Customer Reviews
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