Cogswell Stone

I am in receipt of your letter of April 21, In response to Mr [redacted] complaint he ismisinformed about an important pointAs is true granite Is a durable product and it will take another piece ofgranite to scratch it but Mr [redacted] was never told by us that it would not chipAs Mr [redacted] stated earlierwe fully stand behind our lifetime warranty and have repaired caulking in the past at no charge but as ourwarranty states we cannot control physical use or abuse.Mr [redacted] left a message in the past several weeks that he hit the edge of the countertop with a panand caused chipsHe was told that we would come out and look at the ctiips and we would be happy to repair thedamage at an hourly rate of $per hourMr [redacted] was also told that we feel it should take one to twohours to repair the chipsWe don't have any control over this type of situationAs our warranty states (seeattached) " This warranty excludes damage caused by chemical or physical use or abuse.M Our customer'ssatisfaction is very important to us

I am in receipt of your letter of April 21, 2016. In response to Mr. [redacted] complaint he ismisinformed about an important point. As is true granite Is a durable product and it will take another piece ofgranite to scratch it but Mr. [redacted] was never told by us that it would not chip. As Mr....

[redacted] stated earlierwe fully stand behind our lifetime warranty and have repaired caulking in the past at no charge but as ourwarranty states we cannot control physical use or abuse.Mr. [redacted] left a message in the past several weeks that he hit the edge of the countertop with a panand caused chips. He was told that we would come out and look at the ctiips and we would be happy to repair thedamage at an hourly rate of $150.00 per hour. Mr. [redacted] was also told that we feel it should take one to twohours to repair the chips. We don't have any control over this type of situation. As our warranty states (seeattached) " ... This warranty excludes damage caused by chemical or physical use or abuse.M Our customer'ssatisfaction is very important to us.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Although I did tell Cogswell stone that I had hit the edge of the sink with a pan, which happened to be lightweight aluminum, This is only one of several small chips all around a good part of the sink edge that I had complained about months ago. At that time they seemed like they would come out and fix the small chips and there was no mention of price. This is just poor customer service. They could easily come out and repair these small chips with an epoxy filler. If you can't help me in this matter, I guess I will live with it. It is a shame that a local company can't work with it's customers to satisfy them. If I had the money I would tell them to come and fix it and I would pay them, but being disabled/retired, and on a fixed income. I don't have the money. I should have dealt with the better company, Luck Stone, and then there would have been no issue, but I was trying to keep the business local.
Regards,
[redacted]

I am in receipt of your letter of April 21, 2016. In response to Mr. [redacted] complaint he ismisinformed about an important point. As is true granite Is a durable product and it will take another piece ofgranite to scratch it but Mr. [redacted] was never told by us that it would not...

chip. As Mr. [redacted] stated earlierwe fully stand behind our lifetime warranty and have repaired caulking in the past at no charge but as ourwarranty states we cannot control physical use or abuse.Mr. [redacted] left a message in the past several weeks that he hit the edge of the countertop with a panand caused chips. He was told that we would come out and look at the ctiips and we would be happy to repair thedamage at an hourly rate of $150.00 per hour. Mr. [redacted] was also told that we feel it should take one to twohours to repair the chips. We don't have any control over this type of situation. As our warranty states (seeattached) " ... This warranty excludes damage caused by chemical or physical use or abuse.M Our customer'ssatisfaction is very important to us.

Review: On 7/14/2014 I signed a contract to have Granite counter tops installed in my kitchen. The job was completed to my satisfaction, and then after a few months the caulking started to separate from the wall. They came and fixed it and I was satisfied. Now, around the front edge of the sink, there are chips forming. I was told this had a lifetime warranty, and I was also told that the only thing that can scratch or chip granite, was other granite which I don't have. I called Cogswell stone and they said they would fix the chips at the rate of $150.00 an hour. If there is a lifetime warranty, I see no reason for me to pay a dime. They are not holding up to the warranty stated on the contract. Please help. This counter top cost over $3,000.00Desired Settlement: I would like for Cogswell Stone to come and repair the chips at no charge because this has a lifetime warranty. Granite is NOT supposed to crack or chip. If they can't repair it, I want that slab replaced.

Business

Response:

I am in receipt of your letter of April 21, 2016. In response to Mr. [redacted] complaint he ismisinformed about an important point. As is true granite Is a durable product and it will take another piece ofgranite to scratch it but Mr. [redacted] was never told by us that it would not chip. As Mr. [redacted] stated earlierwe fully stand behind our lifetime warranty and have repaired caulking in the past at no charge but as ourwarranty states we cannot control physical use or abuse.Mr. [redacted] left a message in the past several weeks that he hit the edge of the countertop with a panand caused chips. He was told that we would come out and look at the ctiips and we would be happy to repair thedamage at an hourly rate of $150.00 per hour. Mr. [redacted] was also told that we feel it should take one to twohours to repair the chips. We don't have any control over this type of situation. As our warranty states (seeattached) " ... This warranty excludes damage caused by chemical or physical use or abuse.M Our customer'ssatisfaction is very important to us.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Although I did tell Cogswell stone that I had hit the edge of the sink with a pan, which happened to be lightweight aluminum, This is only one of several small chips all around a good part of the sink edge that I had complained about months ago. At that time they seemed like they would come out and fix the small chips and there was no mention of price. This is just poor customer service. They could easily come out and repair these small chips with an epoxy filler. If you can't help me in this matter, I guess I will live with it. It is a shame that a local company can't work with it's customers to satisfy them. If I had the money I would tell them to come and fix it and I would pay them, but being disabled/retired, and on a fixed income. I don't have the money. I should have dealt with the better company, Luck Stone, and then there would have been no issue, but I was trying to keep the business local.

Regards,