Advanced Arboriculture

In regards to the above complaint, the facts of the matter are as follows: in March of the Mortons purchased new cabinets & granite for their kitchen at [redacted] ***As part of their design they selected and purchased a cast-iron sink which our installer fitted into place and caulked in per contract.Because of their material and construction, cast iron sinks are extremely heavyWhen the sink was originally installed, the Mortons were made aware of this peculiarity, but they wanted the cast iron sink and so we installed it as they wished.A year and a half later, we were contacted by the Mortons regarding a gap at the edge of their sink that needed re-caulkingPlease note that the warranty limit on installation for both granite and cabinet is one year from date of installationThe Mortons were well beyond the warranty limits for both cabinets and granite at this time, but we make every effort to keep our clients happy and so scheduled a service visit at no cost to the Mortons.Investigation by the technician during the service call found that the caulking gap was due to the sink dropping from the weight of the cast-iron materialHe remounted the sink in place, installed a lumber support underneath to carry the weight of the sink, and re-caulked the gap around the sink to seal itWe heard nothing from the Mortons after this service visit, and accordingly considered the matter closed.An additional eighteen months after this service, a full three years after the initial installation, we received another call from the Mortons regarding the sinkWe accordingly scheduled another service call -again, at no cost to the Mortons- revealing much the same issueUse over time had shifted the sink support slightly due to the weight of the cast-iron, and the unfortunate reality that San Diego is a geologically unstable area and micro-quakes occur regularly must also be taken into account.The technician reported the problem to both Prefab’s office staff and the Mortons, reseated the support in place and re-caulked the sinkWe also advised the Mortons if they wanted to avoid the problem in future, it was possible to secure the sink in place with a set of heavy-duty clips designed for just such useHowever, Prefab Granite Depot does not carry such specialized materials as it is outside our usual installation requirementsWe offered to install such pieces if the Mortons cared to purchase the same, but they declined.In summation, Prefab Granite Depot has made every effort to accommodate the Mortons’ requests, honored warranties several years beyond the limit, scheduled two separate service calls at our own expense to deal with the issue, and offered a solution by which the problem might be averted in the future only to have it refusedIn view of all of the above, MrMorton’s complaints regarding the lack of response by Prefab Granite Depot are baseless.However, as the satisfaction of our customers is of paramount importance, we are willing to offer the following as a compromise solution if the Mortons are willing to purchase the hardware we suggested:- we will send our technician out for a final service call at a date convenient for the Mortons,- the Mortons will have the heavy-duty clips ready and waiting for the technician to install on the service day,- the technician will install the clips, and re-seat and re-caulk the sink a final time,- and both the Mortons and Prefab Granite Depot will consider the matter closed after the service is complete.Please feel free to contact our office if you need additional information or have any questions, and in the event of my absence, the office administrator can also assist you.Regards, [redacted] ***RMO, Prefab Granite Depot / [redacted] Style Definitions */

We are in receipt of Mr***’s response regarding the sink issue. Due to the fact Mr*** has apparently already hired someone to fix the problem to his satisfaction, further discussion on that point is moot since the problem has been resolved. We apologize for any inconvenience and will issue a check to Mr*** for $(one hundred and twenty dollars) as reimbursement for the sink repair provided the following conditions are met:Mr*** will supply a copy of the invoice for reimbursement;Letter or statement signed and dated by Mr& Mrs*** specifying clearly this check will resolve the matter in full, and not hold Prefab Granite Depot responsible for any further repairs in this matter;Mr& Mrs*** will agree now and in future not to post any negative reviews or content regarding Prefab Granite Depot online, and such will be clearly stated in the above-mentioned letter or statement. When these items have been received, we will issue a check for the $(one hundred and twenty dollars) and consider the matter resolved. Regards, *** ***RMO, Prefab Granite Depot

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I do not recall Prefab telling us that we should use heavier duty mounts for the sink at additional charge or I would have told them to do itThe fact of the matter is that Prefab did not install the sink correctlyMini earth quakes sound like a poor excuse for sub quality workmanshipPrefab has had chances to come fix the problem and has chose to use a wood stick to hold my sink upThey are now out of chancesI have since hired someone other than Prefab to put a sturdier mount on the sink and would like Prefab to cover the costI have an invoice for $for the cost of fixing the sink to my satisfactionPlease mail me a check and I will consider the matter closed ]
Regards,
*** ***

In regards to the above complaint, the facts of the matter are as follows: in March of the Mortons purchased new cabinets & granite for their kitchen at [redacted]As part of their design they selected and purchased a cast-iron sink
which our installer fitted into place and caulked in per contract.Because of their material and construction, cast iron sinks are extremely heavyWhen the sink was originally installed, the Mortons were made aware of this peculiarity, but they wanted the cast iron sink and so we installed it as they wished.A year and a half later, we were contacted by the Mortons regarding a gap at the edge of their sink that needed re-caulkingPlease note that the warranty limit on installation for both granite and cabinet is one year from date of installationThe Mortons were well beyond the warranty limits for both cabinets and granite at this time, but we make every effort to keep our clients happy and so scheduled a service visit at no cost to the Mortons.Investigation by the technician during the service call found that the caulking gap was due to the sink dropping from the weight of the cast-iron materialHe remounted the sink in place, installed a lumber support underneath to carry the weight of the sink, and re-caulked the gap around the sink to seal itWe heard nothing from the Mortons after this service visit, and accordingly considered the matter closed.An additional eighteen months after this service, a full three years after the initial installation, we received another call from the Mortons regarding the sinkWe accordingly scheduled another service call -again, at no cost to the Mortons- revealing much the same issueUse over time had shifted the sink support slightly due to the weight of the cast-iron, and the unfortunate reality that San Diego is a geologically unstable area and micro-quakes occur regularly must also be taken into account.The technician reported the problem to both Prefab's office staff and the Mortons, reseated the support in place and re-caulked the sinkWe also advised the Mortons if they wanted to avoid the problem in future, it was possible to secure the sink in place with a set of heavy-duty clips designed for just such useHowever, Prefab Granite Depot does not carry such specialized materials as it is outside our usual installation requirementsWe offered to install such pieces if the Mortons cared to purchase the same, but they declined.In summation, Prefab Granite Depot has made every effort to accommodate the Mortons' requests, honored warranties several years beyond the limit, scheduled two separate service calls at our own expense to deal with the issue, and offered a solution by which the problem might be averted in the future only to have it refusedIn view of all of the above, MrMorton's complaints regarding the lack of response by Prefab Granite Depot are baseless.However, as the satisfaction of our customers is of paramount importance, we are willing to offer the following as a compromise solution if the Mortons are willing to purchase the hardware we suggested:- we will send our technician out for a final service call at a date convenient for the Mortons,- the Mortons will have the heavy-duty clips ready and waiting for the technician to install on the service day,- the technician will install the clips, and re-seat and re-caulk the sink a final time,- and both the Mortons and Prefab Granite Depot will consider the matter closed after the service is complete.Please feel free to contact our office if you need additional information or have any questions, and in the event of my absence, the office administrator can also assist you.Regards,[redacted]RMO, Prefab Granite Depot