Initial Business Response /* (1000, 5, 2017/06/03) */
After reading complaint on service call, Camristone supervisor visited customer home to review. He found tiny visible chip almost completely hidden by backsplash on wall. So small it should be a non-issue. Discoloration that customer complained...
about is a normal minor variation in color that is typical for this product. Supervisor explained this to customer. Supervisor did find that dishwasher extended out past the countertop. He measured and found 1/8" variation in overhang end to end on a piece almost 90" long. That would be considered very good because circumstances such as a very slight variation in customers back wall, which is the case in most homes(countertop sets flush to back wall) can cause more variation in overhang than what was found. The supervisor found The problem to be that dishwasher was not pushed in underneath the countertop to the proper location. (Someone other than Camristone attached the dishwasher to the cabinet). Our supervisor offered to disconnect dishwasher from cabinet, move to the proper location, and reattach to the countertop. Our supervisor was told no that compensation was requested. I visited customer a few days later and found everything our supervisor had reported. I was told by customer the problem that was actually concerning to them was the dishwasher protruding our past the edge of the countertop and not being straight with the countertop. Not being aware that our supervisor had offered to correct the problem (caused by someone other than Camristone) I explained that I would go back and discuss with our supervisor. When I discussed with our supervisor, He explained to me that he offered to move the dishwasher to the proper position but customer said no that compensation was requested. Making this minor adjustment would be very easy for our supervisor as he has years of fabrication and installation experience. After discovering that our supervisor had volunteered to correct the problem, I sent e-mail to customer stating that we would be willing to come back in and take care of the dishwasher for him but we believed no compensation was warrented in this case. The next information we received was this notification from the Revdex.com.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above response from Camristone indicates that the dishwasher and only the dishwasher is the issue here. This simply does not make sense. The dishwashers positioning is not the issue here, at all. The issue, whether it be 1/8 of an inch or 2 inches, is the fact that the countertop was not cut properly/evenly. I didn't thoroughly examine and get out my tape measure to discover the variation in countertop width; I wasn't looking for a problem. I was merely standing at my sink washing dishes when the variation was made so apart to me visually; by view of my naked eye, and was later confirmed when I measured the width of the countertop from end to end (not using the wall or dishwasher as a leveling agent, etc.).
I'm failing to understand why it is difficult to admit that the counters were not cut properly/evenly? And finding it even more difficult to understand why Camristone has such a lack of integrity in truly solving the issue. Moving our dishwasher at an angle to compensate for the uneven countertop is not needed; our dishwasher was not moved by the Lowes contractor either; therefore, the statement that the dishwasher was moved and/or tampered with is not fact. The dishwasher is level in how it sits on the ground and how it is positioned against the wall. The wall is also not the issue.
The statement about slight variations in the back wall, which can cause variation in the countertop overhang makes zero sense in this case as well, when considering the uneven countertop. Again, the wall is not the issue. The fact of the matter is that the countertop (not the dishwasher, not the wall) does not measure evenly from one end to the other; this can be verified time and time again by simply taking out a tape measure and measuring the two ends (from one edge of the countertop to the other) of the countertop, leaving the dishwasher and wall out of it. This is so easy to confirm that it is truly mind blowing that the wall and dishwasher statements would even be used as any form of justification.
Saying that the dishwasher should be pushed back *on one side* to make the *one side* sit flush with the uneven countertop is truly silly. By even saying that, a nonchalant admittance of fault is making Camristone look silly and to possess such a lack of integrity.
As for the large chip in the countertop; the issue with that is that Camristone had no idea what or IF a backsplash was even being installed in our kitchen when the countertop with the large chip was sent and then installed in our kitchen. It left the warehouse like that with no issue from anyone at Camristone. You can't guarantee that everyone will install a backsplash as some people prefer no backsplash, it's not uncommon to go without one. We considered no backsplash and to instead run a line of white caulk between the walls and counter to avoid potential water damage issues. If we didn't want a backsplash, then what? Would we be hearing every excuse and/or faulty justification from Camristone as to why our wall and or dishwasher made that large chip look much larger than it was (something totally irrational)? Or how it was Camristone's standard operating procedure to allow those large chips to go unnoticed due to some ridiculous justification?
I'm glad the above response (by Camristone) is out there for the public to view, as it is so clear that the issue here is with the lack of customer service and integrity of the company. Mistakes are made; no one is perfect; however, it's how mistakes are handled and resolved that show the true worth of an entity/company. It is 100% correct that the silly offer to move or perfectly fine dishwasher back on one side, was declined, as that is not at all the issue. We are still requesting monetary compensation for the faulty/unsatisfactory product we received.
Initial Business Response /* (1000, 5, 2017/06/03) */
After reading complaint on service call, Camristone supervisor visited customer home to review. He found tiny visible chip almost completely hidden by backsplash on wall. So small it should be a non-issue. Discoloration that customer complained...
about is a normal minor variation in color that is typical for this product. Supervisor explained this to customer. Supervisor did find that dishwasher extended out past the countertop. He measured and found 1/8" variation in overhang end to end on a piece almost 90" long. That would be considered very good because circumstances such as a very slight variation in customers back wall, which is the case in most homes(countertop sets flush to back wall) can cause more variation in overhang than what was found. The supervisor found The problem to be that dishwasher was not pushed in underneath the countertop to the proper location. (Someone other than Camristone attached the dishwasher to the cabinet). Our supervisor offered to disconnect dishwasher from cabinet, move to the proper location, and reattach to the countertop. Our supervisor was told no that compensation was requested. I visited customer a few days later and found everything our supervisor had reported. I was told by customer the problem that was actually concerning to them was the dishwasher protruding our past the edge of the countertop and not being straight with the countertop. Not being aware that our supervisor had offered to correct the problem (caused by someone other than Camristone) I explained that I would go back and discuss with our supervisor. When I discussed with our supervisor, He explained to me that he offered to move the dishwasher to the proper position but customer said no that compensation was requested. Making this minor adjustment would be very easy for our supervisor as he has years of fabrication and installation experience. After discovering that our supervisor had volunteered to correct the problem, I sent e-mail to customer stating that we would be willing to come back in and take care of the dishwasher for him but we believed no compensation was warrented in this case. The next information we received was this notification from the Revdex.com.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above response from Camristone indicates that the dishwasher and only the dishwasher is the issue here. This simply does not make sense. The dishwashers positioning is not the issue here, at all. The issue, whether it be 1/8 of an inch or 2 inches, is the fact that the countertop was not cut properly/evenly. I didn't thoroughly examine and get out my tape measure to discover the variation in countertop width; I wasn't looking for a problem. I was merely standing at my sink washing dishes when the variation was made so apart to me visually; by view of my naked eye, and was later confirmed when I measured the width of the countertop from end to end (not using the wall or dishwasher as a leveling agent, etc.).
I'm failing to understand why it is difficult to admit that the counters were not cut properly/evenly? And finding it even more difficult to understand why Camristone has such a lack of integrity in truly solving the issue. Moving our dishwasher at an angle to compensate for the uneven countertop is not needed; our dishwasher was not moved by the Lowes contractor either; therefore, the statement that the dishwasher was moved and/or tampered with is not fact. The dishwasher is level in how it sits on the ground and how it is positioned against the wall. The wall is also not the issue.
The statement about slight variations in the back wall, which can cause variation in the countertop overhang makes zero sense in this case as well, when considering the uneven countertop. Again, the wall is not the issue. The fact of the matter is that the countertop (not the dishwasher, not the wall) does not measure evenly from one end to the other; this can be verified time and time again by simply taking out a tape measure and measuring the two ends (from one edge of the countertop to the other) of the countertop, leaving the dishwasher and wall out of it. This is so easy to confirm that it is truly mind blowing that the wall and dishwasher statements would even be used as any form of justification.
Saying that the dishwasher should be pushed back *on one side* to make the *one side* sit flush with the uneven countertop is truly silly. By even saying that, a nonchalant admittance of fault is making Camristone look silly and to possess such a lack of integrity.
As for the large chip in the countertop; the issue with that is that Camristone had no idea what or IF a backsplash was even being installed in our kitchen when the countertop with the large chip was sent and then installed in our kitchen. It left the warehouse like that with no issue from anyone at Camristone. You can't guarantee that everyone will install a backsplash as some people prefer no backsplash, it's not uncommon to go without one. We considered no backsplash and to instead run a line of white caulk between the walls and counter to avoid potential water damage issues. If we didn't want a backsplash, then what? Would we be hearing every excuse and/or faulty justification from Camristone as to why our wall and or dishwasher made that large chip look much larger than it was (something totally irrational)? Or how it was Camristone's standard operating procedure to allow those large chips to go unnoticed due to some ridiculous justification?
I'm glad the above response (by Camristone) is out there for the public to view, as it is so clear that the issue here is with the lack of customer service and integrity of the company. Mistakes are made; no one is perfect; however, it's how mistakes are handled and resolved that show the true worth of an entity/company. It is 100% correct that the silly offer to move or perfectly fine dishwasher back on one side, was declined, as that is not at all the issue. We are still requesting monetary compensation for the faulty/unsatisfactory product we received.