ComplaintsforSosa Kitchen & Bathroom Remodeling

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12, 2022 **** installed a one piece of quartz on my kitchen island. My son noticed a big dull spot in the quartz the day it was installed. My son took a picture of it to document the defected piece of quartz. I called *********************** to tell him about it. He sent someone out (maybe *****) to acetone and steel wool the dull spot. It didn't work.I left messages for ************** **** and ************** **** to please fix this defected piece of quartz or replace it. He said they would send their polisher out to fix it. That never happened.Finally on June 30, 2022, ****** came out to look at. We had sent many pictures of the defect to him before he came out. He tried to blame me that I put something hot on the counter. Again he said he would send his polisher out. That never happened.On August 20, 2022, I sent a letter addressed to **************************. (**** Senior seems to be avoiding me.) ************** replied on August 27, 2022 and said he would take care of it as soon as I paid part of my remaining balance of $2590. I still owe another $1685. I sent an email on August 28, 2022, that said, "as soon as you fix or replace my quartz kitchen island counter top, I will pay you."Today is September 9, 2022 and I have not heard from anyone at **** ***************************** Remodeling.Please help me resolve this on going situation with ****.PS I don't know how to upload pictures and documents.

  

  Business response

  10/14/2022

  
  September 20, 2022
  
  ******************
  Better Business Bureau, ****
  PO Box 218
  ***********, ** 94577
  
  RE: ID # ********
  
  Attn: Angel ** ******* Resolution Specialist,
  
  Thank you for bringing to our attention the complaint the BBB received regarding **** Kitchen & Bath Remodeling.
  
  Based on the original complaint description, here is our rebuttal:
  
  ****************** came in to our showroom and hand selected the stone. She then selected the area of the stone she wanted for her island. She clearly saw that there were no dull/scuff **** on the stone she selected.
  After installation, the installer immediately took a picture (as we do with all our installs, and picture is enclosed), and you can clearly see there are no dull/scuff ****s anywhere on the stone.
  After several attempts of trying to collect payment, she all of a sudden has a dull spot, which she claims her son took a picture right after installation (picture enclosed). That is incorrect. We have no idea when that picture was taken but since we always take pictures after installation, and the dull/scuff **** wasnt there, that picture was taken after they spilled something on the stone.
  We offered to polish (as best as possible) the dull/scuff spot, which would be additional work and the customer has agreed to pay for the additional work.
  
  
   At **** Kitchen & Bath Remodeling, we take customer service and satisfaction seriously. At this time, we have resolved the dispute with ******************.
  
  
  
  Sincerely
  
  
  
  *******************
  President/Owner
  
  Enclosures

   

  Attachments are enclosed 

  
  

  Customer response

  10/14/2022

   
  Complaint: 1800580
  
  I am rejecting this response because: **** lied. The dull spot was there. **** took their picture from far away where you can't see the dull spot. My son took a picture of the dull spot the same day after they left. We have a dated photo of the spot. I really hate their verbal abuse and threats of accusing me and my son of putting something hot my new quartz. Why would I do that? This stone is supposed to be so durable, that a homeowner can't damage it anyway. ************ was supposed to send their polisher out to my house after the polisher came back from vacation in beginning of July at no cost to me. **** never came back to do a final inspection of their work! Check out some of their YELP reviews. Some customers were also threatened with liens on their houses and having ****** lawyers come after them like they said to me. They sold and install a defective piece of quartz to me and I want them to fix it or replace it. This is elder abuse to be threatened. ************ verbally agreed to take care of me in front of my friend ***** as my witness as I was hurried when signing their contract. ****** said he would make good on the contract when I signed it.           
  
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  Business response

  10/19/2022

  
  October 19, 2022
  ******************
  Better Business Bureau, Inc.
  PO Box 218
  ***********, ** 94577
  
  RE: Customer response to ID # ********
  In response to customer rejected response:
  
  Our installers took a picture at the completion of the installation (they do this on every job).
  The picture our installer took does not show a dull spot. I inserted a black box around the picture to illustrate no dull spot. If there was a dull spot it would be impossible for it NOT to show on the photo. A dull spot would have been very obvious. It was after the fact (once we tried to collect payment) that ****************** complained of a dull spot. The picture the client took does show a spot something that must have happened after the installation.  (I placed a black box around it to illustrate the spot) This was taken after we were done with her installation.  You can see the difference between the photo our installers took the day of the installation compared to hers which we are not even sure when it was taken.
  In addition, attached is also a natural stone approval form signed by ******************. (This is a form ALL customers sign when they approve a natural stone product) By signing this form she is acknowledging that she has viewed and approved each slab that was used for her project.
  Enclosed are copies of two separate emails sent to ***************** where we have offered to send a polisher out once payment was paid in full. We did not receive a response back from either email.
  We thought the issue had been resolved with ******************. If you need anything further from us, please let me know and we are happy to oblige.
  
  Sincerely,
  
  
  *******************
  President/Owner
  Enclosures - attached

  Photo 1 taken by our installers day of installation

  Photo 2 submitted by ****************** taken after our installers left

  Natural Stone approval form signed by Ms. ************************** sent to ****************** with no response back

  Customer response

  10/24/2022

   
  Complaint: 18005801
  
  I am rejecting this response because: **** lied again. The dull spot was there when they installed the quartz. **** took their picture from far away where you can't see the dull spot. My son took a picture of the dull spot the same day after they left. We have a dated photo the same day after they left. I do not know how to send copies of my photos and emails to you as I am a senior citizen and wasn't taught how to do that on my computer. ************ verbally abused us with threats of accusing my son and I of putting something hot on my new quartz. This stone is supposed to be so durable, that a homeowner can't damage it in anyway. ************ was supposed to send their polisher out with no mention of it costing anymore money after his polisher came back from vacation. That never happened. **** never came back to do a final inspection, which I paid for. Doesn't companies as big as **** have at least a year warranty on products they sell and install? Why would they charge me more to fix something they damaged? Check out some of ****** YELP reviews! Those customers were also threatened with liens on their houses and having ****** lawyers come after them like they said to me.

  **** sold and install a defective piece of quartz to me. I want them to fix or replace it. This is not professional for a big company to threatened a senior citizen (elder abuse) and not stand behind their work. ************ verbally agreed to take care of me in front of my friend *********************** as my witness as I was hurried when signing their contract. Their contract said granite not quartz. Also the pieces of quartz I looked at were stored at their facility for days/weeks after I looked at it. It could have been damaged there.  I did not cause this dull spot and **** needs to be held accountable!

  
  
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