Brooks Custom

The business has responded Please read below:
We regret that this customer is dissatisfiedThey have been unable to produce a written warranty to back up their claimOur standard on-site service charge is $/hrWe offer to provide a one-time service at $/hrin an effort to accommodate Brooks Custom ** *** ***
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The business has responded Please see below:
The *** purchased a kitchen countertopThis was purchased from an outside contractor or dealer and at a total price we are not
able to confirm nor can we be responsible forOur company confirms that it is a subcontractor and had manufactured and installed the product in Our standard warranty for our concrete counter top products has always been covering a period of one yearThe warranty is available on our website or in hard copy upon requestWe have visited the *** home several times in order to remedy warrantied finish issues, and to repair user caused damages at no additional charge to the *** *** has recently provided a picture of what we take to be a large impact caused chipShe states that this should be repaired at no chargeThere is no implicit claim of indestructibility or unlimited lifetime service attached to our countertop productsIn offer to resolve: ** *** has been offered an extremely reduced hourly rate for our serviceShe has not responded in a positive way to this written offer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Brooks Custom continues to deny responsibility for a faulty product. The countertop began chipping within weeks of purchase and we have been more than patient with the numerous repairs needed. Brooks states that they were a sub-contracter. We were referred to them through the kitchen design store but Brooks completed 100% of the work themselves and we worked directly with them. Brook says that they have a year warranty policy. It may be what they have now but they have changed their warranty policy from the time when I purchased the countertop. Brooks should have to adhere to the warranty at the time of purchase. The rate I have been offerred for repair is $an hour which does not seem like a considerable discount to me. The counter is in terrible shape and needs to be replaced. In addition to the chipping it is cracking (beyond the design pattern), it is raised in spots and discolored. Brooks should stand behind their product and their warranty
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Review: We purchased a custom made concrete kitchen countertop from Brooks Custom in 2011. After the first two weeks the finish began to bubble up. After blaming us initially Brooks Custom admitted there was a problem and refinished the countertop. The refinishing did not work and the countertop is rough in places, chips easily and has even begun to crumble in some places. It has also become very discolored. We were told by the Kitchen cabinet company that we were working with that this happened to several other people (from your site I can see that Brooks already has one complaint filed against them). Soon after this occurred Brooks removed their warranty from their website and now claim it was never there. Over the past few years Brook has sent people to look at the various problems and the workmen have made some repairs even though they told us they were "not supposed to". We recently had another chip/crumble in the counter and Brooks refuses to send anyone or make the repair without charging a fee. The countertop looks awful - people often ask if it is an "antique" because it looks so old. All of this happened with normal use. We have been incredibly patient with Brooks but I can no longer accept their refusal to make repairs and disingenuous behavior regarding the removal of the warranty. The countertop needs to be replaced and Brooks should refund our money in whole or in part.

I look forward to your response.Desired Settlement: The countertop needs to be replaced and Brooks should refund our money in whole or in part. Brooks should also be made accountable for removing the warranty from their site and lying about it.

Business

Response:

The business has responded. Please see below:The [redacted] purchased a kitchen countertop. This was purchased from an outside contractor or dealer and at a total price we are not able to confirm nor can we be responsible for. Our company confirms that it is a subcontractor and had manufactured and installed the product in 2011. Our standard warranty for our concrete counter top products has always been covering a period of one year. The warranty is available on our website or in hard copy upon request. We have visited the [redacted] home several times in order to remedy warrantied finish issues, and to repair user caused damages at no additional charge to the [redacted] has recently provided a picture of what we take to be a large impact caused chip. She states that this should be repaired at no charge. There is no implicit claim of indestructibility or unlimited lifetime service attached to our countertop products. In offer to resolve: [redacted] has been offered an extremely reduced hourly rate for our service. She has not responded in a positive way to this written offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Brooks Custom continues to deny responsibility for a faulty product. The countertop began chipping within weeks of purchase and we have been more than patient with the numerous repairs needed. Brooks states that they were a sub-contracter. We were referred to them through the kitchen design store but Brooks completed 100% of the work themselves and we worked directly with them. Brook says that they have a 1 year warranty policy. It may be what they have now but they have changed their warranty policy from the time when I purchased the countertop. Brooks should have to adhere to the warranty at the time of purchase. The rate I have been offerred for repair is $110 an hour which does not seem like a considerable discount to me. The counter is in terrible shape and needs to be replaced. In addition to the chipping it is cracking (beyond the design pattern), it is raised in spots and discolored. Brooks should stand behind their product and their warranty.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please read below: We regret that this customer is dissatisfied. They have been unable to produce a written warranty to back up their claim. Our standard on-site service charge is $110 /hr. We offer to provide a one-time service at $55 /hr. in an effort to accommodate. Brooks Custom [redacted]