Concepts Inc.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As I have stated all along, I did not apply any type of gloss to the countertop.  Concepts Inc still continues to blame me for this.  Any issues I was having with the countertop started to appear months after Concepts Inc installed the countertops.  When I asked Concepts for help regarding the dull spots I was seeing, they seemed surprised and offered me a list of options to fix the issues (see attached).  The reason it took some time before I requested warranty claim was because of the many different options that I had to try, as well as my travel schedule.  I was out of the country for three weeks and I was traveling domestically for work three other weeks. In the end, they agreed that the warranty claim was valid enough to send someone out to my home.  Again, I have no connection with the contractor that was sent.  Concepts Inc. legitimized my claim by ordering this inspection.  What their contractor did was blemish my countertop, leaving a large 2-ft diameter spot in the center of the island, and then he left.  This has nothing to do with [redacted].  Concepts Inc. response again tries to blame someone else or another company for this, when they were the ones that did the work or ordered the warranty inspection.  Their lack of concern and unwillingness to take any responsibility for their work or their product is the reason for this claim.  It has left me, the homeowner, with a damaged product that would cost me thousands of dollars to replace, when they are capable of and responsible for repairing it. Regards, [redacted]

Attached is the warranty provided by Concepts Inc. from [redacted], the manufacturer that they went through I believe.Also is attached is the mainenance instructions that Concepts provided.Also is a copy of the quote from [redacted] for the countertop.Finally, there is a copy of the inspection report that Concepts sent me after they requested the warranty inspection.This inspection report references a positive test for a sealer /coating and recommends sealer be removed. I (Homeowner) never applied any sealer / coating to the counter.  The only other individuals to touch the coutertop were employees of Concepts Inc.  In warranty denial email, Concepts Inc. blamed me for appying sealer.  I did not. The warranty inspection report does not mention that the contractor that Concepts Inc sent to my home not only inspected the counter, but he also applied some type of solvant to the center of the island countertop and created a 2-foot diameter circle where the finish was different than the rest of the contertop.  That is my complaint.  They won't fix this

Concepts completed this install in November of 2016. The issue with dull spots was not brought to Concepts until August of 2017, 9 months after the install had occurred. At that time, we directed the client to the manufacturers care and maintenance list which covers how to handle difficult spills or...

spots on the countertop. We did not hear back from the client until October of 2017, almost 2 months since we were first contacted about this issue. At this time the client requested that we file a warranty claim with the manufacturer. We submitted the claim with the pictures the client had provided of the problem areas. It was at the manufacturers discretion that they send out a representative to assess the claim. To our knowledge, this person would be going to make an assessment to either approve or deny the claim. Not to perform any repairs. The representative scheduled the meeting with the homeowner directly, none of our employees were on site. We later found out that the representative on site applied some sort of liquid to the surface to strip the polish or “sealer”, but he would not use it on the entire island to complete the repair. When the claim was denied (12/6/2017) we forwarded the information to the homeowner per the manufacturers request. The homeowner was unhappy with the conclusion from the manufacturer. At this point, the president of our company reached out to the homeowner personally to try and find a resolution. He stated if the company could provide us with what serum they applied to his countertop and use it over the entire surface he would accept the repair. We reached out to the manufacturer to see if they could provide us with this information. They would not let us know what was used, they told us our only option was for the homeowner to contact the repair company direct and schedule a full repair through them. These dealings were not driven by the credit status of the contractor. Since the homeowner signed a contract with that company and paid them directly we felt as if it was proper business practice to have them involved. Our company feels as if we have exhausted all options to resolve this issue and if there was a sealer applied to the countertop at install it would have been noticed during the install or sooner than 9 months.