L & T Kitchen and Bath

To Revdex.com: We received a phone call from the customer *** *** on August 23.2016, stating that their countertop was chipped and cracked at the sink area and demanded an entire replacement of a new granite countertop over the phoneWe have asked the
customer to send us a picture of the crack and see what we can doThe customer finally sent us the picture on August and we could only see a small area around the sink edge was chippedWe can't tell if there is a crack on the countertop or notTherefore, we went ahead and scheduled the owner of the company to go and inspect the countertop first before we can make any decision on the repairsThe inspection took place on August 26.2016. *** *** met us there, and our company owner told the *** that the countertop is not cracked, it was chipped on the surface in a small area, and just needs some repairs to the chipWe told him the way to repair it is by filling in the chip with epoxyWe have seen chips like this before from customers accidently banging a heavy dish or pan onto the edgeWe always fix these using epoxyWe also told him that the office will call him to schedule the time for the repair. We have a busy schedule and we just had a long labor day weekend, so we haven't found a time to do the repair yetFinally we got a schedule for next week Friday which we can go to their house and do the repairThe phone call was made this morning to Rubio, ***, and we have not heard back from her yetThe customer, *** is also posting this on our google review and on our Facebook page, and this is our response to all of her posts:Hi ***, thank you for taking time to review us and tell us about your concerns. I’m glad to hear you were satisfied with our scheduling and installation, and what a great deal, your entire kitchen for $We are very sorry to hear that you are unhappy with any services or representatives from L&TAlthough you were not present at the time the owner came out to inspect the chip, we do apologize for any misinterpretation you may have received about his attitude while thereWe want to assure you that our owner takes great pride in his company and customer satisfaction, we do apologize that this was taken as yelling and blamingAs you know, from your friend’s granite counter top, granite is a very durable product and can really take a beating, up to a pointWe are not quite sure how yours would get chipped but would love the opportunity to help you fix it, and make another happy customerI’m sorry to hear that you have been dealing with this chip in your counterWe were only aware of it when you first called on 8/23/and we came out that same week to inspect itWe have been waiting to come and do the repair until we are in your area, we do apologize if this has taken some time, we are quite busyWe will be contacting you shortly to set up this repair as soon as possibleIn response to the method we use to fix this issue, if you look online you will see that almost all granite professional use epoxy and/or resin to fill in chipsAlthough I’m not sure of the exact cost this is to us as a company, this is the professional standard and the way we and thousands of other fabricators have repaired chips for years. We hope to talk with you shortly and fix this issue for youApologies again for the delayTalk with you soon. Thank you for your time to resolve this issue.Sincerely Yours,L&T Kitchen And Bath Inc.*** *** **