Dr. Zambron

Initial Business Response /* (1000, 5, 2016/10/05) */
Dear ***,
We received a call from the customer in September to inform us the countertop was damagedWe came to the client's house and took some pictures so that to investigate the cause of bubble in the countertopBubbles can be caused by
various happenings, such as moisture, sunlight exposure, hot objects applied to them and so onUpon reviewing the pictures with *** (the supplier of the countertop), we informed the customer that something very hot was put on the top to cause the bubbleWe understand how disappointing it can be when their expectations are not metUnfortunately, I must point out that this type of damage is not our faultTherefore, we have offered to replace a new one at costHowever, the customer told us that she have consulted some expertsThey told her that it is because of improper installationWe therefore suggest that you contact a third party expert to investigate the incidentThank you
Regards,
***
Initial Consumer Rebuttal /* (***0, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been living in this house for yearThere wasn't a range hood in kitchen when we moved in the houseLater, we decided to install oneBut we had in order to change the closets and counter top as well*** too smelt*** He told us it would take weeks for renovating our kitchenWe believed what he saidIn fact, they spent over months to finish their job .***
Back to the main pointWe were using the old countertop in the same wayBut it was goodAbout the reply of ***, I couldn't agree with itI found what *** replied to you was completely not what I complained to you on lineFirst, what I complained was the counter top around sink getting bouffant, which caused by water going into the inside of the counter topBut the area they mentioned in their reply is between the stove and sinkThere are or bubbles on it (They told me it was damaged by hot pan).Second, the area I mentioned was bumpyIt was not bubbles on the top skin of the counter top, which *** mentioned in their reply.***
Unfortunately, on Oct 3th, we found the counter top between the stove and the table burst along the seam there, and that area is bouffant from inside of the counter top, and it is a big areaIt is bumpy as wellAnd then we made a call to *** at once, and told them about it, and asked them come to my house to have a lookIn that evening, they told us they would not come to have a look, because they just received the complaint from youTheir lawyer would deal with the caseIn fact, it was a new incidentI didn't know why they even did not come to have a look this timeIf they did not come to have a lookHow to solve the problem*** (***)
As you know, we use the new kitchen only about months (and we went out for traveling from Aug 4th to Aug 25th).So we thought the quality the product and the installation were not goodI can't accept their explanation
***
Final Business Response /* (4000, 19, 2016/11/22) */
There are three issues from the consumer's (***) complaint,
Countertop around the sink was "bouffant", and found water under the sink inside the cabinet
Few blistering on the countertop between stove and the sink
"Bouffant" or "bump" along the seam on the countertop
I had shown different samples and explained the maintenance care to *** before she decided the countertopThe material of the countertop *** decided is post formed decorative laminated from *** took almost two months to order the countertopThe original design of the countertop was without the seam, *** made a mistake to have a seam to the countertop*** agreed and accepted the countertop with the seam at $*** deducted from the cost*** will repair or replace defective parts due to improper installation or material defects during the warranty periodHowever, this warranty does not cover misuse, abuse or neglectThis warranty does not cover countertop substrate swelling, de-lamination or seam separation due to water penetration caused caulking in the seams, around sink cut outs or other fixture in not properly maintained as part of ongoing maintenance by the consumerExcessive water was the most possible cause of issue number and This warranty does not cover burns, discoloration, cracks or blistering caused when excessive heat is applied to the countertopsExcessive heat was the most possible cause of issue number
The new countertop was properly installedHowever, consumer must do proper maintenance to avoid damage due to overheat or moistureI would love to have *** as a future customer, *** is willing to replace the kitchen countertop without labour cost, *** only require to pay for the material of the new countertop and consumableI hope the matter is resolved to your satisfactionHave a great day!
Final Consumer Response /* (***0, 17, 2016/11/15) */
***
Dear Sir or Madam,
I'm writing to complain about *** again.***
*** company stated about the burnt area of the countertopWe never complained about thatWe told him that we did itWe told him before his first reply to youTherefor we have no issue with this area
*** stated they showed different samples and explained the maintenance careIn fact, they didn't show us any samples of countertop to select the materials, or any instructions about the maintenance careThey just show us some paper to select the color we like
The installation of the sink was not properly caulked, which caused bubbling on the countertop in front of the sink and minor water getting under the sink in the cabinet
There is a seam in the countertop on the 'L' sharped corner, which is starting to liftWe have done nothing other than wear and tear, and cleaningThis countertop had only been installed for a couple of months when the problems started
I think I have used my sink properly and not used 'excessive' waterAll we did was wear, tear and cleaning of the sink and countertop