Cambria

I am rejecting this response because: Cambria is speculating that we damaged the countertopThe area in which the crack appeared is in a corner that is never usedThe question about waffle irons and crockpots was simply asked as to make sure we use properly to avoid any damageThe representative was giving us a list of things that could cause damageCambria is now focusing on the fact that I asked about those two specific appliances and accuse us of causing the crackFunny thing is when we do use those appliances they are used on a different countertop other than the one that is crackedNeither appliance has ever been used on the island where the crack appearedCambria should stand by their warranty and replace the defective quartz which was installed in our homeAnyone that has inspected the area where the crack has developed, can clearly see that it is in a corner of the island that is not usedThe crack formed in an odd spot where we never place anythingCambria should be ashamed of themselves to accuse a customer of damage that is clearly unrealisticFurthermore, I find it interesting that Cambria omitted the fact that our countertops were delivered and installed without the standard instructions/care manual and or sticker attached to the quartzThe representative was very surprised and almost shocked that the manual/care instructions were never given to us upon installation We were surprised as well when he informed us that we should have received the care instructionsOur attorney has been contacted and will move forward if this issue cannot be resolved

Ms. [redacted] reached out to us on 3/7/16 notifying Cambria of burn mark from a pan on her countertop which was installed in 2006. She stated she owns this as a rental home and she said the tenant placed a hot pot on the countertop. Cambria explained damage is not covered under the terms of the... warranty but we would send out a Field Service technician, free of charge to Ms. [redacted] , to reduce the appearance of the damage. On 3/14 the technician arrived and completed finish work on the countertop and determined the damage was caused by a hot pot in his discussions with Ms. [redacted] . Ms. [redacted] said it looks better---but the damage could not be completely repaired. . On 6/14/16 Ms. [redacted] called again regarding her damaged countertop. Again Cambria stated it was damaged and not covered by the warranty. Ms. [redacted] then called on 8/1/16 and talked to our Senior Services Manager Chris [redacted] . She stated if we did not replace her countertop she would be calling the BBB. Mr. [redacted] explained to Ms. [redacted] she has stated on previous calls with us that the mark is due to a hot pot being placed on the countertop. He again stated damage is not covered by the warranty. We will not be replacing her countertop.

The Cambria Canterbury Island was installed in September and customer called Cambria at the end of May informing us of a crack in their island topWe dispatched a Field Service Technician to the home (free of charge) to inspect the damageThe technician reviewed the installation and confirmed the tops where properly installed, supported and soundThe technician explained to Mrs [redacted] that he could perform finish work to minimize the appearance of the damage, Mrs [redacted] declined to have any finish work doneMrs [redacted] informed our service technician she expected the top to be replaced under the limited warrantyThe Field Service technician explained to Mrs [redacted] cracks are damage which can occur from the result of force, pressure, improper support, heat or combination of those items and are not covered under the Lifetime Limited Warranty Our Regional Account Representative followed up with a courtesy call after the site visit and received the ***’s answering machineMr [redacted] called back and spoke to our regional account representative inquiring when the top would be replacedWe reviewed our evaluation of the product and informed him the product would not be replaced as the island had been damaged as cracks are not a manufacturing defectMr [redacted] stated we had options: 1) to replace the countertop 2) hold our position on our Lifetime Limited Warranty and he would get his attorney involved Given this demand our Director of Customer Service called the [redacted] The director explained again this was not a product defectShe explained what can cause damage to our product such as this, Mr [redacted] was still upset and requested to speak with our Vice President After speaking with our Vice president who explained we have gone back to our production records for their specific material and confirmed there where no quality concerns with the product while being producedFurthermore he explained select slabs from each production our tested for strength, performance and quality inspectionAgain it was noted there where not issues with the material produced and used for the [redacted] jobHe then explained to the Mr [redacted] if there was a material concern this would be exposed during the fabrication and installation process where the product is exposed to extreme force and heat during the cutting and fabrication processAs well as stress during the shipping, handling process at installationIt was then explained his island is properly installed, supported and is soundTherefore for product to be damaged this severe it would be the result of the material being exposed to force, pressure, heat or combination of these items Mr***’s understood this and agreed to a site visit on 7/21/with our FST where he performed the finish work on the damaged topDuring this site visit Mrs [redacted] asked about heat on the countertopShe specifically asked about crock pots and waffle ironsThe Cambria representative explained trivets should always be used under such appliancesAccording to our FST the [redacted] approved of the finish workA product defect would have shown up while slab was being made, while slab was traveling to fabrication destination, traveling to home for installation or during installation itselfIt would not occur months after being in a stable home environmentDuring Cambria’s two visits to the home it was determined the installation is a sound oneSomething has damaged the islandWe are sorry this has happened to the [redacted] , but this was not the result of the product or its performance

I am rejecting this response because:The reasons stated for possible reasons for cracking do not apply There was no pressure applied, the support structure is sound, the technician confirmed it did not look like a heat crack and it has not been hit with anything heavy (no chips or obvious spots of force)There has been no evidence offered that any of those things have occurred The only other possibility is that there was something that happened during fabrication that was not seen immediately and has now come to light Cambria is acting as if it is not even possible the quartz could just have a bad/weak spot and it must be my fault This is a $nightmare...this is not a cheap product I bought and put in my kitchen The expectations of having a quality product by a supposed quality company is disappointing The quality of this product is far less superior than advertised and the stellar reputation of this company is questionable at best They are not even willing to consider that it could be the product...I am stunned that I am having to fight so hard and am unable to even get any kind of compromise or resolution I must request that if they will not resolve this issue that their Revdex.com rating be adjusted appropriately

We have been in contact with the ***'sWhile there is no "material" issue with the Cambria we will be working with the fabricator and installer on a resolution for the ***'sWe have reached out to all involved and will continue to do so to rectify this situation

Initial Business Response /* (1000, 5, 2016/02/22) */
We have had conversations with the ***'s and have offered to remake their tops, which we still want to doMrs*** states (in social media and in this Revdex.com case) she wants a discount and Mr*** says they have never said that(According
to my phone conversation today with him) We do not provide discounts and are willing to remake the countersWe are calling them again today to make this offerWe will continue to offer to remake, but not provide a discount
Initial Consumer Rebuttal /* (2000, 7, 2016/03/04) */

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessarySincerely,*** ***

His credit card no longer has a hold on itWe have cancelled the order as he ordered samples and we will only ship to a home owner who is looking to match cabinet colorsWe will not ship our catalog to end users as we have discussed twice with this customer

To whom it may concern:
I, Nancy *** Director of Customer Care and Operations, have reviewed this complaint in our system and found we are in the process of replacing the countertopsWe are waiting for a return call from the ***'s to determine if they want the same design or a new
design

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

On Wednesday September 1st, we explained to Ms*** that we have reviewed the information from the site visit that occurred on August 31st, The representatives
confirmed the product is properly fabricated, supported and there is no movement or deflection of the topsIt was then
explained to Ms*** that cracks on installed product is the result of force, pressure, direct or sustained heat, inadequate support or a combination of these items and cracked product is not covered under the Lifetime Limited Warranty
Ms*** asked how do we know there was not an issue during the production of the material and it was explained to Ms*** when there is an issue with the product as a result of the manufacturing process the issue is exposed during the production of the slab, fabrication, material handling, or installation of the product where the material is exposed to force, pressure or loading applied to the product from the fabrication or installation equipment and/or material handling
Cambria provides a Lifetime Limited Warranty to the original owners of the installed Cambria that the Product will be free from manufacturing defects for so long as the original owner owns the Product. This Limited Warranty covers only manufacturing defects and DOES NOT apply to Product subjected to damage due to mishandling, abuse, misuse or physical or chemical abuse or exposure, direct or sustained heat or cold or sudden or rapid change in temperature or thermal shock, exposure to chemicals, force, pressure or loading applied from a person, utensil or object, including but not limited to cracks and/or chips resulting therefrom

On Tuesday June 20th, 2017 we explained to Mr. [redacted] that we have reviewed the information from the site visit that occurred on June 19th, 2017. The representative confirmed the product is properly fabricated, supported and there is no movement or deflection of the tops. It was then explained to Mr. [redacted] that cracks on installed product are the result of force, pressure, direct or sustained heat, inadequate support or a combination of these items and cracked product is not covered under the Lifetime Limited Warranty. Mr. [redacted] asked how do we know there was not an issue during the production of the material and it was explained to Mr. [redacted] when there is an issue with the product as a result of the manufacturing process the issue is exposed during the production of the slab, fabrication, material handling, or installation of the product where the material is exposed to force, pressure or loading applied to the product from the fabrication or installation equipment and/or material handling. Cambria provides a Lifetime Limited Warranty to the original owners of the installed Cambria that the Product will be free from manufacturing defects for so long as the original owner owns the Product.  This Limited Warranty covers only manufacturing defects and DOES NOT apply to Product subjected to damage due to mishandling, abnormal use, misuse or physical or chemical abuse or exposure, direct or sustained heat or cold or sudden or rapid change in temperature or thermal shock, exposure to chemicals, force, pressure or loading applied from a person, utensil or object, including but not limited to cracks and/or chips resulting therefrom.

I am rejecting this response because:
Cambria is speculating that we damaged the countertop. The area in which the crack appeared is in a corner  that is never used. The question about waffle irons and crockpots was simply asked as to make sure we use properly to avoid any damage. The representative was giving us a list of things that could cause damage. Cambria is now focusing on the fact that I asked about those two specific appliances and accuse us of causing the crack. Funny thing is when we do use those appliances they are used on a different countertop other than the one that is cracked. Neither appliance has ever been used on the island where the crack appeared. Cambria should stand by their warranty and replace the defective quartz which was installed in our home. Anyone that has inspected the area where the crack has developed, can clearly see that it is in a corner of the island that is not used. The crack formed in an odd spot where we never place anything. Cambria should be ashamed of themselves to accuse a customer of damage that is clearly unrealistic. Furthermore, I find it interesting that Cambria omitted the fact that our countertops were delivered and installed without the standard instructions/care manual and or sticker attached to the quartz. The representative was very surprised and almost shocked that the manual/care instructions were never given to us upon installation.  We were surprised as well when he informed us that we should have received the care instructions. Our attorney has been contacted and will move forward if this issue cannot be resolved.

Ms. [redacted] reached out to us on 3/7/16 notifying Cambria of burn mark from a pan on her countertop which was installed in 2006. She stated she owns this as a rental home and she said the tenant placed a hot pot on the countertop. Cambria explained damage is not covered under the terms of the...

warranty but we would send out a Field Service technician, free of charge to Ms. [redacted], to reduce the appearance of the damage. On 3/14 the technician arrived and completed finish work on the countertop and determined the damage was caused by a hot pot in his discussions with Ms. [redacted]. Ms. [redacted] said it looks better---but the damage could not be completely repaired. . On 6/14/16 Ms. [redacted] called again regarding her damaged countertop. Again Cambria stated it was damaged and not covered by the warranty. Ms. [redacted] then called on 8/1/16 and talked to our Senior Services Manager Chris [redacted]. She stated if we did not replace her countertop she would be calling the Revdex.com. Mr. [redacted] explained to Ms. [redacted] she has stated on previous calls with us that the mark is due to a hot pot being placed on the countertop. He again stated damage is not covered by the warranty. We will not be replacing her countertop.

I am rejecting this response because:The reasons stated for possible reasons for cracking do not apply.  There was no pressure applied, the support structure is sound, the technician confirmed it did not look like a heat crack and it has not been hit with anything heavy (no chips or obvious spots of force). There has been no evidence offered that any of those things have occurred.  The only other possibility is that there was something that happened during fabrication that was not seen immediately and has now come to light.  Cambria is acting as if it is not even possible the quartz could just have a bad/weak spot and it must be my fault.  This is a $4000 nightmare...this is not a cheap product I bought and put in my kitchen.  The expectations of having a quality product by a supposed quality company is disappointing.  The quality of this product is far less superior than advertised and the stellar reputation of this company is questionable at best.  They are not even willing to consider that it could be the product...I am stunned that I am having to fight so hard and am unable to even get any kind of compromise or resolution.  I must request that if they will not resolve this issue that their Revdex.com rating be adjusted appropriately.

The Cambria Canterbury Island was installed in September 2016 and customer called Cambria at the end of May 2017 informing us of a crack in their island top. We dispatched a Field Service Technician to the home (free of charge) to inspect the damage. The technician reviewed the installation and...

confirmed the tops where properly installed, supported and  sound. The technician explained to Mrs. [redacted] that he could perform finish work to minimize the appearance of the damage, Mrs. [redacted] declined to have any finish work done. Mrs. [redacted] informed our service technician she expected the top to be replaced under the limited warranty. The Field Service technician explained to Mrs. [redacted] cracks are damage which can occur from the result of force, pressure, improper support, heat or combination of those items and are not covered under the Lifetime Limited Warranty.  Our Regional Account Representative followed up with a courtesy call after the site visit and received the [redacted]’s answering machine. Mr. [redacted] called back and spoke to our regional account representative inquiring when the top would be replaced. We reviewed our evaluation of the product and informed him the product would not be replaced as the island had been damaged as cracks are not a manufacturing defect. Mr. [redacted] stated we had 2 options: 1)      to replace the countertop 2)      hold our position on our Lifetime Limited Warranty and he would get his attorney involved.   Given this demand our Director of Customer Service called the [redacted]. The director explained again this was not a product defect. She explained what can cause damage to our product such as this, Mr. [redacted] was still upset and requested to speak with our Vice President.  After speaking with our Vice president who explained we have gone back to our production records for their specific material and confirmed there where no quality concerns with the product while being produced. Furthermore he explained select slabs from each production our tested for strength, performance and quality inspection. Again it was noted there where not issues with the material produced and used for the [redacted] job. He then explained to the Mr. [redacted] if there was a material concern this would be exposed during the fabrication and installation process where the product is exposed to extreme force and heat during the cutting and fabrication process. As well as stress during the shipping, handling process at installation. It was then explained his island is properly installed, supported and is sound. Therefore for product to be damaged this severe it would be the result of the material being exposed to force, pressure, heat or combination of these items.  Mr. [redacted]’s understood this and agreed to a site visit on 7/21/17 with our FST where he performed the finish work on the damaged top. During this site visit Mrs. [redacted] asked about heat on the countertop. She specifically asked about crock pots and waffle irons. The Cambria representative explained trivets should always be used under such appliances. According to our FST the [redacted] approved of the finish work. A product defect would have shown up while slab was being made, while slab was traveling to fabrication destination, traveling to home for installation or during installation itself. It would not occur months after being in a stable home environment. During Cambria’s two visits to the home it was determined the installation is a sound one. Something has damaged the island. We are sorry this has happened to the [redacted], but this was not the result of the product or its performance.

We will be reaching out to the customer once again to explain our point of view

We have reached out to Ms. [redacted] and have scheduled a complimentary site visit with her on 11/29/17. At this time we will evaluate her countertops and determine how the matter may be best addressed.

Cambria is clear in our literature and website that heat could potentially cause damage to our product. It should be noted that Cambria has been used in this application hundreds of times with no problem with our product. It is up to the designer and end user to determine the appliances they will...

be using and following the appliance guidelines. It is important to note that end user has chosen new backsplash and both the backsplash and installation is being paid for by the designer. Cambria has determined this is not a product performance issue and will not be refunding any costs.