Hello ***,
As you know, Cosentino has processed this claim through our formal warranty process and the claim was found to be denied on the basis that after investigation this was in fact not a material defect
The material issue was determined to be caused by an external event, covered by the following warranty verbiage "*** *** are stone products which will not crack unless an external force or interaction causes the crack such as impacts, uneven cabinets or flooring, structural settling or movements, thermal shock from the use of crock pots, skillets or other hot items placed directly on the *** ***, improper installation or other conditions in the home that may cause the *** *** to shiftTherefore, cracks are not covered by this warrantyCaution: Do not use crock pots, skillets or other hot items directly on your *** ***. Always place them on a trivet or cutting board to protect your *** from thermal shock
We stand behind our company's warranty (your copy attached)It is the customer's responsibility to obtain their warranty from the fabricator/installer at the time of install and ensure that the warranty is activated
Should you have further questions or concerns please contact [email protected]
Sincerely,
Cosentino Customer Service
Cosentino claim #*** for *** ***
To Whom It May Concern:
According to our records, a claim
was submitted on April 30,
by *** *** w/*** *** & *** (***) for a report of a
12” crack at the corner of the countertop.
Although our Limited Manufacturers’Warranty does not consider cracks to
be a manufacturing defect, the claim was reviewed and consideration was given
due to the date of installation (12/24/14, less than a year). Cosentino approved the claim for replacement
on May 5, and the fabricator was notified to contact the customer to
schedule that replacement.
These fabricators/installers are independent companies and
we are unable to schedule their workloads and we presumed that the work had
been scheduled and/or was already completed.
Upon receipt of your letter, we have since contacted the fabricator
again and it is our understanding that they are contacting *** *** to
schedule this replacement . Please note that our warranty covers
replacement of the material only and any electrical, plumbing or other
incidentals required for replacement is the responsibility of the
customer. We are also unable to
guarantee that no damage will be done to the backsplash as this is part of the
install and must be discussed with the fabricator/installerRespectfully*** ***Customer Service Manager/Quality Control
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint The product warranty and usage guide must be provided with any product a customer purchasesYour company employed false advertising of a sub-par product and provides no assistance in resolving the problemYour warranty, as many write, is not a warrantyIt does not cover anything as soon as the product is installedAs I stated in my previous messageWe will pursue legal actions and possible a class action as there are numerous complaints of the same sort that can be found online.
Regards,
We had ordered Silestone Natural Quartz by Cosentino on 1/12/*** came over and mad sure all of our cabinets were level and flat so that we could get this quartz countertop installedThe countertop was installed maybe six weeks after thatIt has a year warranty which was awesome however they do not honor itNot even years after the countertop was installed there was cracksAfter a month of calling back and forth they had someone come out and look at it and take pictures.Sure enough there were cracksThen I receive a letter in the mail saying that my claim was denied and that they do not cover cracksThere was no external force on our counter, the cabinets were level because they were inspected before install, no hot items are ever placed directly on our counter (even though they are sold saying that you can)So now I have a countertop that we paid almost $5,for that was supposed to last a lifetime that didn't even last yearsI would expect a company to stand behind their warranty but I guess that is expecting too much
Dear [redacted],
Cosentino has received your warranty claim and Revdex.com complaint regarding your Silestone countertops. Our Customer Service department has reviewed all the documentation provided and upon further review of the photos have determined that the crack was not caused by material defect...
but by an external event such as shifting substrate, excessive force or thermal shock. Therefore, we regret to inform you that the warranty claim remains denied. Should you have any further questions, please feel free to contact us at [email protected] or 1-877-436-7482.
Sincerely,Customer Service RepresentativeWarranty Department
Hello ***,
As you know, Cosentino has processed this claim through our formal warranty process and the claim was found to be denied on the basis that after investigation this was in fact not a material defect
The material issue was determined to be caused by an external event, covered by the following warranty verbiage "*** *** are stone products which will not crack unless an external force or interaction causes the crack such as impacts, uneven cabinets or flooring, structural settling or movements, thermal shock from the use of crock pots, skillets or other hot items placed directly on the *** ***, improper installation or other conditions in the home that may cause the *** *** to shiftTherefore, cracks are not covered by this warrantyCaution: Do not use crock pots, skillets or other hot items directly on your *** ***. Always place them on a trivet or cutting board to protect your *** from thermal shock
We stand behind our company's warranty (your copy attached)It is the customer's responsibility to obtain their warranty from the fabricator/installer at the time of install and ensure that the warranty is activated
Should you have further questions or concerns please contact [email protected]
Sincerely,
Cosentino Customer Service
Cosentino claim #*** for *** ***
To Whom It May Concern:
According to our records, a claim
was submitted on April 30,
by *** *** w/*** *** & *** (***) for a report of a
12” crack at the corner of the countertop.
Although our Limited Manufacturers’Warranty does not consider cracks to
be a manufacturing defect, the claim was reviewed and consideration was given
due to the date of installation (12/24/14, less than a year). Cosentino approved the claim for replacement
on May 5, and the fabricator was notified to contact the customer to
schedule that replacement.
These fabricators/installers are independent companies and
we are unable to schedule their workloads and we presumed that the work had
been scheduled and/or was already completed.
Upon receipt of your letter, we have since contacted the fabricator
again and it is our understanding that they are contacting *** *** to
schedule this replacement . Please note that our warranty covers
replacement of the material only and any electrical, plumbing or other
incidentals required for replacement is the responsibility of the
customer. We are also unable to
guarantee that no damage will be done to the backsplash as this is part of the
install and must be discussed with the fabricator/installerRespectfully*** ***Customer Service Manager/Quality Control
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint The product warranty and usage guide must be provided with any product a customer purchasesYour company employed false advertising of a sub-par product and provides no assistance in resolving the problemYour warranty, as many write, is not a warrantyIt does not cover anything as soon as the product is installedAs I stated in my previous messageWe will pursue legal actions and possible a class action as there are numerous complaints of the same sort that can be found online.
Regards,
We had ordered Silestone Natural Quartz by Cosentino on 1/12/*** came over and mad sure all of our cabinets were level and flat so that we could get this quartz countertop installedThe countertop was installed maybe six weeks after thatIt has a year warranty which was awesome however they do not honor itNot even years after the countertop was installed there was cracksAfter a month of calling back and forth they had someone come out and look at it and take pictures.Sure enough there were cracksThen I receive a letter in the mail saying that my claim was denied and that they do not cover cracksThere was no external force on our counter, the cabinets were level because they were inspected before install, no hot items are ever placed directly on our counter (even though they are sold saying that you can)So now I have a countertop that we paid almost $5,for that was supposed to last a lifetime that didn't even last yearsI would expect a company to stand behind their warranty but I guess that is expecting too much
Dear [redacted],
Cosentino has received your warranty claim and Revdex.com complaint regarding your Silestone countertops. Our Customer Service department has reviewed all the documentation provided and upon further review of the photos have determined that the crack was not caused by material defect...
but by an external event such as shifting substrate, excessive force or thermal shock. Therefore, we regret to inform you that the warranty claim remains denied. Should you have any further questions, please feel free to contact us at [email protected] or 1-877-436-7482.
Sincerely,Customer Service RepresentativeWarranty Department