Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a custom home builder who purchased Spectrum Quartz countertops through a local fabricator for one of our clients projects. Since our client has moved in, the countertops have been staining under normal household use and require special cleaning to remove the stains.We filed a warranty claim with Spectrum Quartz, and the manufacturer has sent two different representatives to the home to investigate. Despite these visits, Spectrum Quartz denied the claim. Their denial email stated:"Weve reviewed the claim and the findings from the onsite visit with ***** ******. As discussed, the reported issues are not covered under the Spectrum Quartz residential limited warranty. Based on this review, the claim does not qualify for warranty coverage, and no further action will be taken under the warranty. Thank you for your understanding."This response is unacceptable for several reasons:Misrepresentation of product performance Spectrum Quartz markets its countertops as being durable and resistant to staining, yet our clients tops have shown repeated staining issues almost immediately after move-in.Warranty ambiguity The Spectrum Quartz warranty and website materials do not list staining as an exclusion from coverage. Staining should therefore be covered.Past precedent We are aware of situations where Spectrum Quartz has replaced countertops for staining issues. This demonstrates inconsistent and unfair treatment of warranty ********* a builder, we rely on manufacturers to stand behind their products, especially when marketed as high-quality and stain-resistant. Spectrum Quartzs refusal to take responsibility for this issue is not only unfair to us as the builder, but also to the homeowner who invested in what was supposed to be a premium product.We request that Spectrum Quartz honor their warranty and replace the defective countertops.

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are reaching out to you in hopes that you will be able to help resolve an ongoing issue. We used Spectrum Quartz Impeccable quartz countertops in our home, and we have had staining issues since installation (new construction, moved in April 2024). The previous rep ****** ******) came out to the our home (Dec 2024) and confirmed the staining issues and submitted a warranty claim. Our contractor has had multiple conversations with other members of their team including regional managers, ***** ****** and ***** *******. On 07.17.25 members of our contractors team, the fabricators team, and the homeowners met with ***** ****** at the home to look over the tops to discuss what can be done. While at the home, we also noticed many defects in the tops including multiple black specks throughout that are not of the normal pattern/veining. There are also many areas that have rough black spots and tiny holes. Please see the attached pictures.On 8/15/25 we received an email from ***** *******:Weve reviewed the claim and the findings from the onsite visit with ***** ******. As discussed, the reported issues are not covered under the Spectrum Quartz residential limited warranty.Based on this review, the claim does not qualify for warranty coverage, and no further action will be taken under the warranty.Thank you for your understanding.I responded on 8/16/25:Mr. *******,I respectfully disagree. Can you please detail why these claims are not covered under the warranty so I can understand? We are having several issues (not just the staining) as outlined in the original ******** per your limited lifetime warranty, Hirsch Glass Corporation d/b/a Spectrum Quartz (Spectrum Quartz) warrants to the owner of the original installation that Spectrum Quartz surfacing shall be free from manufacturing defects for as long as the original owner owns the product.We have not received a response.

  Business Response

  Date: 09/10/2025

  Spectrum Quartz acknowledges receipt of this complaint and appreciates the opportunity to respond. We take customer concerns seriously and review all warranty claims carefully.
  The countertops in question were inspected in person by our regional manager along with the contractor and fabricator. After that review, as well as consideration of photos and written reports, Spectrum Quartz determined that the issues raised are the result of usage and not a defect in the manufacturing process. Our ******************* Lifetime Warranty specifically covers manufacturing defects; it does not extend to conditions arising from use after installation. This warranty coverage is consistent with industry standards for quartz surfacing.
  Spectrum Quartz has acted in good faith by sending representatives to inspect the countertops, reviewing the findings thoroughly, and issuing a clear decision. Based on that review, the claim does not qualify for warranty coverage.
  Respectfully,
  Spectrum Quartz
  

  Customer Answer

  Date: 09/11/2025

   
  I am rejecting this response because:
  
  I would like an explanation on how black specs, holes and staining is due to usage? What type of normal wear could possibly cause these issues?
  

  Our original email and complaint was filed 6/28/24, two months after we moved in (April 2024).

  Spectrum has not acted in good faith. In fact, the regional manager even apologized for their lack of support. The contractor and fabricator both disagreed with the decision that this was not covered under warranty. 
  

  Our experience is not an isolated event. This is a recurrent problem as evidenced by reviews of the company. In addition, the fabricator no longer carries Spectrum for these reasons.