Atlantic Countertops & Accessories

new laminate counter from Atlantic Counter Tops was falling apart in less than 6 months. company will not fix it or even come look at it. this new laminate counter top was installed in our new home Dec. 2012. In 4 or 5 months time the wood under the front edge started swelling and flaking off. The sales manager says it is a moisture problem and wants us to buy another top. We've lived in our last home that had 25 year old laminate counter tops under the same wear and tear and never had this problem. Yes, it a moisture that's causing the problem but we expected (because of our experience) a counter top used in a kitchen to be able to withstand a normal amount of moisture around the sink.Desired SettlementWe would like the laminate counter top repaired. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@atlanticcountertops.comThe customer purchased and picked up the post form [redacted] laminate countertops supplied by [redacted] from our business on Dec 7, 2012.to be installed by himself. We received a call from the customer in December 2013, informing us that the tops were damaged due to moisture. He provided us with several pictures showing severe water damage around the sink and dishwasher area. Upon reviewing the pictures we informed the customer that the dishwasher and/or the sink were the likely cause of the damage to the top. Although the manufacturer's warranty clearly states "This warranty shall not apply, and the manufacturer shall have no liability from damage due to moisture and improper installation"( Can be viewed at [redacted].com), We offered to replace the tops for cost, however, the customer did not want to hear this response, and feels we should be responsible for replacing his tops at no charge, although something in his kitchen is causing the moisture damage to occur. For example, some dishwashers put off excessive steam through a vent, which will cause the bottom of the post form laminate tops to swell. Our company has been hired countless times over the years to replace tops due to damage caused by the dishwasher. Particle board tops will expand and swell if the particle board comes in contact with moisture. Furthermore, one of the pictures provided by the customer shows a large gap between the sink and the top. This gap should not occur if the sink was installed properly with silicone and clamped down to the top. The tops were installed by the customer and his neighbor, not Atlantic Countertops. We have stated and reinforced to the customer that the same issue will occur with the new tops if he does not determine the root of the moisture problem and correct it.Our company has always tried to put the customer first, but this type of damage is not covered under the manufacturer's and Atlantic Countertops's warranty. Again we have offered to replace the tops at cost, which we feel is more than fair in this situation. - Received Consumer Rebuttal 2014-01-27Atlantic Countertops response has a lot of facts wrong. We started contacting him in Oct. to send someone out to look at the problem, he refused. The counters were not installed by us, but by the builder. As can be seen in our original complaint, we were not asking for him to replace the counters at no cost, but to repair the counter. Since he has been unwilling even come inspect the damage or send someone to inspect to see if things were improperly installed, we had a professional come out to look at what was going on. He stated that the sink, dishwasher and counters were all properly installed. He also said that it was "just a cheap product, I guess they don't make them like they used to." He was able to fix the problem in an hour. Atlantic Counters sold us an inferior product and offered no customer service after the sale.Business Response In response to the customer's rebuttal dated 27th of January. Our first contact with the customer was two days prior to the email dated Dec. 6th 2013 when the customer sent pictures of the countertop in question, not October 2013. In the first conversation on Dec 4th the customer said his tops had water damage, and we explained to him that this is NOT covered under [redacted] or Atlantic Countertops warranty. We asked the customer to e-mail some pictures to confirm the damage to the tops in which he did on Dec 6th. We confirmed that yes the tops had water damage. We reconfirmed that laminate countertops once they have water damage (particle board swelling) can not be repaired that they will need to be replaced. We have repeatedly told the gentlemen that water damaged tops can not be repaired but need to be replaced, as the particle board becomes like a sponge (once water saturates it , it will not go back to the original size) but he does not seem to want to hear or understand this. The professional that the customer had inspect and repair may have stop the tops from further damage but the water damage is irreparable and still there. The Revdex.com states that they would like the two parties to meet in the middle, and our company's offer to replace the countertops at cost is our way of doing that. The countertops were NOT installed by Atlantic Countertops and and were picked by the customer at our shop as a fabrication only job. Once the tops leave in new condition we do not have any control on the installation of the new tops in the customer's home. We have been in business for over 20 years and sell approximately 20 laminate kitchens a week and very rarely have any issues. We would not be in business that long if we sold " cheap products". In this case the customer has to be willing to take responsibility for the water getting on the exposed wood (not the laminate) of his tops in the first place. Once again the copy of the warranty can be viewed on [redacted]'s website. Again Atlantic Countertops offer to re-fabricate the customers top at cost still stands. Atlantic Countertops has always stood behind our products, fabrication and installation. Truly customer satisfaction is our goal.