Business ProfileforLX Hausys America, Inc.

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. *********************

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.