Broc Kitchens & Baths

April 6, Hi ***,
My name is Norm F* one of the owners at BROC, I received your letter on April 4, about our customer *** *** your ID#***I have e-mail *** this morning (April 6, 2015) and asked if we can meet at her house so we can address her concerns
We have been in business for over years and have installed thousands of kitchens and bathroomsWe will take care of this customer’s concerns the best we can.Thank youNorm F

December 18, 2014Dear [redacted]
We did install a [redacted] Solid Surface top in the customer's house. We have installed thousands and thousands of solid surface tops in the Lehigh Valley and we have had no problems. We manufactured this top the same as every other solid surface...

top. BROC has a 1 year warranty on everything we supply and install. (I will attach our warranty information.) This job was installed in 2009 and was fine for 4 years then I received a call and I told the customer that we have a 1 year warranty that they should call Formica. They did and [redacted] said it was fabricated wrong so I sent my solid surface fabricator to the customer's house to look at the top. I was told by my employee that it was fabricated correctly and he fix the edge in the field the best he could. We did all this even though we only have a 1 year warranty. We are not sure how a top is fine for 4 years and then breaks on the edge. This must be [redacted] product problem, my company has custom made thousands of solid surface. counter tops and this one was fabricated in the same manor. I have been in business for 21 years and have never had a complaint with the Revdex.com. We no longer fabricate solid surface counter tops because the demand is for granite counter tops now. I no longer have employees that can fabricate solid surface tops or I would just send someone out to try to fix this top. So I called the customer back and told them that. I believe was more than fair with this customer. Let me know what I should do from here, I have not had this problem before. I do not want this on our record with the Revdex.com.Thank you for your timeNorm F

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  No offer to resolve the issue was made by the company. 
Regards,
[redacted]

Review: Broc installed a [redacted] Solid Surface countertop for us in 2009. A vertical crack developed in 2013 at an outside corner, and continued along the horizontal seam that is on the edge of the kitchen island. In August 2013, we contacted Broc, and they told us they no longer sell [redacted] Solid Surfacing, and to file a claim with [redacted]. [redacted] sent [redacted] from [redacted] Corporation to look at the countertop. Based on this inspection, [redacted] sent us a letter, dated 09/27/2013, denying responsibility for Claim #[redacted]. The letter stated "Fabrication/Installation-related Issue -- contact your installer and/or fabricator". The [redacted] inspection report said, "Claim can not be honored under terms of the limited warranty. Fabrication related issue solid substrate with not enough room allowed for expansion and contraction". We contacted Broc again. They sent out a repair person in December 2014, but instead of routing out some of the substrate, as deemed necessary by [redacted], the repair person pulled the edge away, and squirted in some epoxy. The repair is now failing, with the crack returning. We called Broc again, and Norman F[redacted] left a messaage on our answering machine that Broc now only sells granite, and has no one who can do repairs on any kind of solid surfacing ([redacted], Corian, etc.), and that we should hire the company where the last repair person went to work.Desired Settlement: Since [redacted] says the product was installed incorrectly, we want the installer (Broc) to cover the cost of a permanent repair. (Not just another stop-gap repair.) The message from Norman seemed to indicate that we are on our own, and they have no responsibility. But [redacted] says it is not [redacted]'s responsibility either.

Business

Response:

December 18, 2014Dear [redacted]We did install a [redacted] Solid Surface top in the customer's house. We have installed thousands and thousands of solid surface tops in the Lehigh Valley and we have had no problems. We manufactured this top the same as every other solid surface top. BROC has a 1 year warranty on everything we supply and install. (I will attach our warranty information.) This job was installed in 2009 and was fine for 4 years then I received a call and I told the customer that we have a 1 year warranty that they should call Formica. They did and [redacted] said it was fabricated wrong so I sent my solid surface fabricator to the customer's house to look at the top. I was told by my employee that it was fabricated correctly and he fix the edge in the field the best he could. We did all this even though we only have a 1 year warranty. We are not sure how a top is fine for 4 years and then breaks on the edge. This must be [redacted] product problem, my company has custom made thousands of solid surface. counter tops and this one was fabricated in the same manor. I have been in business for 21 years and have never had a complaint with the Revdex.com. We no longer fabricate solid surface counter tops because the demand is for granite counter tops now. I no longer have employees that can fabricate solid surface tops or I would just send someone out to try to fix this top. So I called the customer back and told them that. I believe was more than fair with this customer. Let me know what I should do from here, I have not had this problem before. I do not want this on our record with the Revdex.com.Thank you for your timeNorm F

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: No offer to resolve the issue was made by the company.

Regards,