General Fabricators, Inc.

First let me be clear, the complaint letter you sent on Saturday, February 24, is the Only notice we have received of this complaintNo other notice has been received prior to February 28, The product in question isa solid surface material named "Staron" sold by Lotte Advanced Materials
The primary warranty is provided by Lotte for the material itself General Fabricators has no control over the chemical composition of the material or its exact color Like many other products sold by color orders taking multiple sheets require matched lot numbers assuring that each sheet on an order matches all the othersGeneral Fabricators custom fabricated the product to fit the job in the color specified by the customer using matched sheets and recommended fabrication techniquesWe then installed the productThat is what we have control overIf the problem was one of size or fabrication General Fabricators would be happy to rectify itThis would probably require reworking the existing product to make it correctly fit the spaceThis is not the problemI believe the color of the product in the field is correct within manufacturing tolerances and the actual culprit is the sample chip from which the color choice was madeThis requires that we fall back on the material manufacturer since they are the ones who actually control thatWhen this problem came to light we immediately tried to contact our representative who works for the distributor that locally handles Staron productTypical response time is a few minutes to a• couple of hours but unknown to us our representative was at corporate meeting in Chicago and out of reach• This resulted in his being unable to respond to the customer until I believe Monday February The necessary reports were filed with Lotte explaining the situation and requesting relief.From the period of February through February had several conversations with the customer tying to explain the process required to ty to rectify the problemI urged the customer to keep the sample chip in questionI also instructed the customer to go ahead and use the countertop since that would not matter, this position was reinforced to the customer by our Staron Representative, and I repated that this process would take time at least several weeksI guess to no avail.The $in question is a down payment on the complete job at a total cost of $including sales taxGeneral Fabricators, Inchas, as yet, made no demand for the balance due on this order $because of the issues with this order.We have continued to advocate for the customer with Staron (Lotte) and I believe the process has finally reached their U.SheadquartersWe have had conversations with them as late as last week and hope a resolution will be coming soonWe are however tied to their schedule.Regards,Mark JB***, President General Fabricators, Inc(317) 787-