ComplaintsforQuality Countertops Inc

• Initial Complaint

  07/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased quartz countertops summer of 2019. Within 18 months the counter crack at a cut that the company did to fit around a window. The crack is all the way through and goes half down counter. We sent pictures to Quality Countertops and they even agreed it was a stress crack from the cut that was needed. Our countertops are still under warranty and they said they would figure out a resolution. After they contacted the manufacturer of the stone they realized how expensive it would be to replace. Quality countertops realized that the whole slab on the counter would have to be replaced and just how expensive that would be. They called us and said that they are not going to cover the warranty. We paid over $15,000 for these countertops and now have a huge crack due to their cut. We want this counter replaced.

  Business response

  07/26/2021

  Dear BBB:
  The countertop material purchased from us by the Bells is a manufactured product called, Eternal Calacatta Gold Polished Quartz.  Per our written contract with the Bells, which they signed, the only warranty provided was a pass-through warranty from the manufacturer of product.  We have spoken to manufacturer, and they advised that they do not warrant against cracking.  If a crack had occurred during installation, or shortly thereafter, of course, we would have corrected it for free. Cracks can occur for many different reasons that do not involve a breach of contract on our part.  We have been (and continue to be) willing to discuss options with this customer to address the crack in question.  One possible fix already addressed might be to drill a hole where the crack ends to prevent it from spreading further, and then sealing the crack and the hole with a material, but it is risky, and it will be extremely difficult to blend in aesthetically with rest of the countertop.  Even though we are not contractually obligated to do so, we’d be willing to attempt this free of charge.  The bottom line though is that Quality Countertops is not responsible for the crack in question. It came into existence over a year after our work was completed. Nevertheless, we are willing to discuss options to address this issue if desired.  Thank you.

  Customer response

  07/28/2021

   
  Complaint: ********
  
  I am rejecting this response because: Quality countertops did originally say that the crack was due to their cut. When they contacted the manufacturer the manufacturer said it was not under their warranty to fix Quality counters mistake and that the company would have to pay for the replacement. When Quality counters found this out they changed it around saying that the manufacturer was out of the product due to increase demand. Than they suggested this remedy of drilling a hole. But like they said it was risky. Never would say what would happen if they were unable to blend it or what would happen if it ended up cracking more.  I did not pay over all this money for a maybe. They made a cut that did crack in a short period of time (one year) and are responsible to replace the counter top. I have contacted other countertop companies and this is something that they would all cover. Especially because it happened on a year of installation. Quality countertops only gave us that one “risky” solution which is unacceptable and actually very risky on their part. A more reasonable solution is to replace that section of counter even if that meant it would cause another section to be added instead of it being a solid piece of counter. We would be fine with that. Or money back to cover the cost of a bid so we can a different company to replace it. 
  
  Sincerely,
  
  ***** ****

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