Ippolito's Stonecraft, Inc.

...Up until the customer's new stove was installed recently(with in the last few months), there was no report of any issues with with ***'s fabrication, installation or a complaint of a burnt counter near one of the burners. The customer selected a quartz manufactured product that comes
with it's own warrantyOnly after the customer replaced their stove, did the customer experience a burnt appearance near one of the burners. The customer is correct that we informed them at the time of purchase that quartz is scorch and stain RESISTANT. NOT Scorch proof. We never indicated that is was scorch proof. In fact it states right on the racks in our showroom that quartz products are stain and scorch resistantScorch proof is something entirely differentQuartz can not be exposed to prolonged, extreme temperatures The customer states that *** did nothing to help resolve this issue. This statement is inaccurate. Since this is not an issue that we have encountered in the years we have been working with quartz countertops, we reached out to the manufacturer on behalf of the Orals. When this issue was discussed in phone conversations in January and February, we provided the customer with the warranty information and the appropriate claim form. We communicated with the manufacturer regarding the burnt issue the customer was experiencing. In February the manufacture send a letter with their findingsThe manufacture's finding is attached. The quartz manufacturing company rejected the claim and did not find the quartz material defective. The labor involved in this project was not defective. The quartz manufacturer offered a solution to the problemThey suggested contacting the manufacturer of the new stove to see if a flange was available to protect the edge of the quartz countertop. Again this has nothing to do with the quartz material being defective, nor is the fabrication and installation that was provided by ***. We also offered to replace the counter material in the affected area free of charge with the exception of the labor. Re-templating, re-fabricating and re-installing makes up the charge The customer reported the counters were purchased 4/1/2017. This is incorrect information. The counters were installed and pd by Jan 23, 2017. Also, we spoke to the customer 4/2. This is not indicated in the complaint. Please find attached the customers invoice, claim form as well as the quartz manufacturer's findingsThe customer also indicated in a social media post that *** in a scam artist. *** is a small family business that prides itself on hard work and customer satisfaction. It wasn't until the customer changed their range one year after *** installed the countertops, that they experienced a burnt appearance around one of the burners. We do not feel we are responsible to purchase accessories for a new stove that was not present at the time of install nor the replacement of the countertop. We feel it is the responsibility of the customer to determine how a new appliance will impact their present environment. Again we have offered to provide the material free of charge to replace the section burnt, with the exception of the labor. We suggest they install a flange that is provided by the stove manufacturer. That is also not the responsibility of the quartz manufacturer not the fabricator.