Dear Representative of the Revdex.com: The following is a second response to complaint [redacted] that was submitted on 8/24/regarding an [redacted] warranty inspection that was completed on 8/5/Surface Link is the third-party warranty agent that performs inspections for [redacted] , the manufacturer of the material that makes up this customer’s countertopsSurface Link is an inspection and repair company and does not perform countertop replacementsSurface Link has no authority to approve a replacement of a countertop which this customer is requestingIf he would to request that this countertop be replaced under the [redacted] warranty we recommend he contact them directly to discuss his optionsSincerely,Surface Link
Dear Better Business Representative, The following is a response to Complaint # [redacted] regarding a countertop that was inspected on 9/7/ The initial scope of work was sent to a representative for [redacted] , [redacted] , on 8/12/via an email with the subject line “Proposal” from a Surface Link sales representativeThe Scope of Work is listed below: “Repair large broken piece of the solid surface countertopThe piece has completely broken and detached from the countertop, but has not chipped or damaged and is on site for the repair.” When our certified technician arrived to the job site on 9/12/2016, he reported approximately five screws that were fastened directly into the countertop, which Surface Link was not made aware of prior to the appointmentDoing so goes directly against the manufacturer’s fabrication guidelines for the product, which states on page of the [redacted] Fabrication Manual, “Never install mechanical fasteners (screws, nails, etc.) into [redacted] .” Should there have been no screws fastened in the countertop, Surface Link would have been more than willing to complete the repair as stated out in the Scope of WorkHowever, the screws in the affected countertop prevented our technician from completing any repair because the countertop is no longer detached, as was originally described to Surface Link during the initial proposal consultationFurthermore, the affected countertop, in its current condition, is now susceptible to more extensive cracking, which is why installing screws directly into [redacted] is specifically prohibited in the [redacted] Fabrication Manual In the same Proposal email sent to [redacted] on 8/12/2016, the stipulations of the Deposit were explained: “The initial payment ensures that you are committed to the agreed upon serviceDuring our initial visit, if we are unable to complete the above Scope of Work for any reason beyond our control, our costs associated with sending a technician to the jobsite will not be refundedThese costs include the consultation visit with the certified technician, travel costs (if applicable), and any non-returnable material costs/restocking fees.” Per this information and the deposit terms provided to the customer prior to the appointment date, the deposit will not be refunded, as the deposit collected covers the costs incurred during the initial visit on 9/7/ We hope this explains the situation from our stance Sincerely, The Surface Link Team
Dear Representative of Revdex.com:I am writing in response to complaint [redacted] The customer provided several reasons as to why he was unhappy with the serviceWe will begin by describing the situation from our The customer had a 14” crack located at the interior inside corner of their countertopPer our policy, we review the scope of work, project details, process and any important notes with the customer, and if the customer accepts, we continue with the scheduling processWe explained to the customer that because there was no extra color matching material from the original installation available to use for the repair, there would be a slight visibility due to the dye lot and/or pattern differences between the countertop and repair materialIn addition, we explained that heat and pressure can reopen a repairThe customer acknowledged this information and our estimator sent the Order Acknowledgement on May We scheduled the appointment date for the repair on May Per the Order Acknowledgement, the Scope of Work states, “Repair approximate 14” crack located at the inside wall cornerThe crack starts at the wall and extends into the countertop, not moving through the front edge.”Our technician completed an inconspicuous repair of the inch crack on the countertop on the reserved appointment date of May The customer signed the Work Order acknowledging the service performedUnder the Customer Completion Statement of the Work Order, which the customer signed, it states, “All projects performed by Surface Link will be completed in accordance with the manufacturers’ guidelines and specifications; however, countertop/repair material and adhesive cannot be warranted against future cracking or failureFurthermore, please understand that the repairs being made to your countertop are not guaranteed to be invisible, and that this visibility may include seam lines, color variation in material and/or the finish of the repaired areaBy signing below, I understand the terms and conditions as described above and acknowledge that the scope of work outlined has been completed to my satisfaction.”On July 16, the customer contacted our office via email and stated the following, “You had someone come out and fix a crack in my counter that cost me $in MayWell it is already backCan you please have someone give me a call as soon as possible? Thank you.” We take complaints very seriously and we do all we can to undertake any forward action to resolve these issues as soon as possiblePer our policy, we require the customer to submit a photo of the repaired area in question so that the situation can be further examinedWe contacted the customer and the customer was able to submit a photoThe photos were closely reviewed by our upper management as well as our Technical AdvisorAfter further examination of the area in question, the repair our technician completed was performed per the Surface Link standards.We would like to address the statement from the customer, “...a crack formed from the exact same spot that was repairedThis is NOT coincidentall How could they have repaired it correctly if the crack was back in the same spot?” The crack shown in the customer's complaint photo is originating from the same area as the original crack, which was repaired; however, it is not the same crackIn fact, the crack our technician repaired is still intact, which can be seen in the photo (seen at the bottom of this letter)The crack the customer is describing may have originated from the same location as the original crack, but veers in a different directionThis means the crack we repaired was still intact and per our Surface Link standardsWith regards to the customer's statement of our “day warranty”, we actually do not have a warranty on our repairs due to the fact that after we leave an appointment we have no control over the environmentSince the repair we performed was proved still intact, the reasons for this new crack may have been caused by multiple factors that we cannot control, such as heat, improper support or possibly a weak areaThe customer stated that “if they would have told me they could have evaluated the counter to ensure the counter was in good condition I would have done that first before putting out that much money.” The analysis of the countertop the customer mentioned is a general inspection of the crack, the surroundings of the damaged area, and to ensure that the area that is visible is approved to be repairedDue to the location of the crack, it is possible that the interior inside corner radius of the affected area may not be fabricated per the manufacturer specifications; however, this cannot be proven, nor could this have been inspected, because the tile backsplash was flush against the countertopIn addition, we compared the repair photo our technician submitted with the photo submitted by the customer and the technician's repair photo shows a clean surface around the repairThe customer's complaint photo shows that looks like adhesive buion the repair and around the repair, which may be from re-caulking of the backsplash area or other unknown factors.Overall, we supplied the service that was requestedIt is unfortunate that this particular area produced a new crack; however, the customer was satisfied with the original repair and stated the repair “actually looked pretty good considering the crack that was there.” Per the agreements of the Order Acknowledgement and Work Order, we completed the initial service that was requested, which was to complete an inconspicuous repair on the crack at the cost of $We would be happy to perform a repair on the new crack that has formed if the customer is willing to payI hope that this letter will clarify any concerns to both the Revdex.com and the customerDo not hesitate to contact us with any questions in regard to this complaint.Please view the below photos that show the original crack (5/3/2016) and location in comparison to the new crack the customer submitted (7/18/2016)Although they may be seen deriving from the same area, the new crack actually veers in a different direction on the deck of the countertopIf you zoom in the photo, you can see that our crack repair is still intactThere is also what appears to be new caulking around the affected area in the photo the customer submitted on July Original Photo From Customer: Around 5/3/Repair Complaint Photo: 7/18/16As you can see, the repaired area completed on 5/is smooth and clean of any caulking or adhesive build-upWe are certain that our repair was and is successful, performed correctly, per our standards, and has not re-cracked or failedThe new crack that appeared is unfortunately caused by unknown factors that are out of our control
Dear Revdex.com: We are sorry that the customer has rejected our response, but we do feel that we were clear with the customer Not only do we cover these details with all of our customers over the phone, but we even send the customer an email with the order outlining the service and details of the service The purpose of sending out the Order Acknowledgement to the customer via email is to create a more efficient process for the customer We feel that this provides better customer service We do not feel that we were unclear about the services when the details were discussed with [redacted] ***; however, if there had been some sort of misunderstanding, the document serves to communicate what was discussed with the customer [redacted] has stated that we sent him a lengthy contract—again, the point of this document is efficiency The document covers everything from the service itself, to the details of the service The document also includes details that the deposit is non-refundable once a technician arrives on site, which is also discussed with the customer up front We are confident that we covered everything with the customer, as we do with all of our customers This system is set up so that we can avoid having to leave the site without finishing the agreed upon serviceAs stated in our previous letter, the deposit is taken in order to cover our costs for going out to the site This deposit pays our technician for their time Unfortunately, sending our technicians out to locations without the deposit is not an affordable option for our company The customer hired us complete a refinish on the countertops and sink We were not hired to provide any other service Our intent was never to take advantage of the customer, as he has stated When we are hired to do a job, we prefer to be able to complete the full scope of work It does not benefit the customer, the technician, nor our company to go out to a location and not complete the project Furthermore, it is not profitable for us to do so [redacted] described our service as a “great bait and switch company for more money” The customer decided not to proceed with this project, though we were ready and willing To address the customer’s complaint, we do not list services that we are not hired to handle, we only list the services that we are hired to complete We do not understand why the customer feels that we should list services that we are not hired for in the order—there are a lot of different types of repairs for countertops, and it would not be possible to list the services that are not being completed We feel that it would only make sense to list the scope of work that we intend to completeHopefully this information will clear up any confusionThank you, Surface Link
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:This is a prime example of passing the buck! Exactly what has transpired since the first complaint; installer came out twice and nothing accomplished, now SurfacePro is passing on to a warranty company.This is NOT a warranty problem, it is a replacement problem, and I believe a jury of my piers would not only grant a replacement, but may award compensation for the aggravation and time I have spent on this complaint.I expect SurfacePro to contact the warranty company and set a time to replace the island with one that is free from faults Regards, [redacted] ***
Dear Representative of Revdex.com:I am writing in response to complaint [redacted] The customer had given us several reasons as to why he was unhappy with the serviceWe will begin by describing the situation from our
Dear Representative of the Revdex.com, We are writing in response to complaint #***The customer had given us several reasons as to why he was unhappy with
the serviceWe will begin by describing the situation from our position:We received a call from *** *** on 10/19/in regards to
a 61" double sink Granite vanity that he had recently installedThe
vanity had a 25" hairline crack running from the front of the vanity to
the back*** *** stated that the crack was hard to see, but that you could feel it
and he wanted to prevent the crack from getting larger
We informed *** *** that we could certainly help him and
requested photos of the crack, so that our estimator could provide him with a repair quote
The price of $is based on a variety of factors, none of which is based on
hourly laborThe price is based on the countertop material, the location of
the crack on the vanity, and the length of the crackLike any company, our
pricing is also based off of the skill of our technicians, overhead, etc. It is not determined by the customer or the
amount of time that a technician is on site.
The customer was charged the same as any customer experiencing the same
crack
Upon our initial quote to *** ***, he thanked us for the
bid and said he would consider the repairOur estimator and *** *** continued to exchange emails and
spoke on several occasionsThe basis of the correspondence was *** ***
asking many questions about the repairWe answered his questions to the best of our ability, and was honest in all of our responsesOur estimator informed *** *** how we have done
repairs in the past and explained that the technician may enlarge the crack so that he can fill the adhesive resinWe
made it clear that the technician would determine the best course of repair
upon his arrivalIt was also explained that there are several different
consistencies of adhesive resin and that our technician may use the thinnest resin to fill
the shallow crack*** *** asked how long the repair would take and our estimator did say that
it could take up to hours, but that
depended on how the technician repaired the crackWe also informed *** *** that our
technicians work at different paces and some are faster than others
It was never stated that the job would for certain entail enlarging
the crack and / or take hoursThe crack repair that we performed accomplished
exactly what we intended, which is to prevent the crack from getting
larger.
Furthermore, the customer is arguing that the repair is not
smooth. As stated in the attached Order Agreement
that was sent to the customer prior to the repair, our repairs are smooth, but
height variances cannot be corrected. We hope that this
letter will clarify any concerns to both the Revdex.com and the customerDo not
hesitate to contact us with any questions in regard to this complaintSincerely, The Surface Link Team
Dear Representative of Revdex.com:We are writing in response to complaint #***The customer had given us several reasons as to why he was unhappy with
the serviceI will begin by describing the situation from our position:
The customer contacted Surface Link to repair a seam
separation on their granite countertop and to reattach a fallen stainless steel sinkMr*** submitted photos of the seam and sink to our estimator for review and our estimator provided Mr*** a free consultation on the project. Mr*** was notified that the repair would be not be invisible.The customer agreed to the terms brought forth to him in what is called an Order Acknowledgement, which outlined the scope of work and the tasks Surface Link is proposed to perform on the day of the appointmentDuring the initial conversation, the customer did not mention a chip on
their granite, as he stated in his complaint, which is the reason why our certified technician was not authorized to perform that repairOur certified technician was authorized to perform the following services, which are stated in Order Acknowledgement provided to the customer for approval:"Scope of Work: Repair seam separation through front deckGranite seams are not invisibleReattach fallen sinkCustomer will disconnect the plumbing and remove sink before technician arrivesTechnician will clean flange, mounting area and then reattach the sinkReuse existing supports, if possibleAdd additional support where necessary and possibleCustomer will reconnect plumbing." The customer approved of the above and we ran the deposit or initial payment of $Our certified technician scheduled the appointment date for the repair of the seam separation and the reattachment of the sink on 11/9/While on site, our certified technician stated that the sink cabinet was rotted due to water damage, and the sink cabinet was too tight, which made it difficult to shim and level out the seam, which was located at the front of the sinkHowever, the repair of the seam was completed and within the parameters of the Order Acknowledgement, which stated the following: "The repair will be both structural and aestheticStructurally, the issue will be permanently bonded at the time of the repairWe will also treat the issue aesthetically making the area smooth and inconspicuousIt is important to note that if there is a height variance between the two slabs, it cannot be corrected during a repairAdditionally, seams in quartz and granite area visible and will remain visible upon completion of the repair."The sink was reattached within the scope of work, which was a difficult task, due to the unforeseeable issues - the cabinet was rotted and too tightThese two issues made it nearly impossible to mount the sink with clips; however, the technician installed the clips where he could and also completed the reattachment of the sink within the parameters of the Order AcknowledgementOur technician came prepared to complete the task he was assigned, and
because issues arose that he could not foresee, he attempted to the best
work possible with the resources availableThe materials borrowed from the customer was a response to the unanticipated cabinet issues and were not things generally required for this scope of work.The customer contacted us on 11/11/with the complaint that he was not satisfied with the unevenness of the seam repairBoth our project manager and accountant explained to the customer the reasons why the seam could not be repaired to an even level and why we are unable to refund the customer were because cabinet issues, which is out of our control.As a courtesy, we sent our certified technician back to the customer's home to address the issues free of chargeThe remaining balance $was charged to the customer's credit card, as our technician completed the repairs within the parameters of the Order AcknowledgementThe amount that was charged up to this point was for the
work originally quoted and completed, and is not advanced payment for the re-visit
Overall, we supplied the service that was requestedThe
sink was reattached and the seam was repaired, which falls within the terms and conditions to
which the customer agreed upon in the Order AcknowledgementIn addition, we
would like to mention that Mrs*** signed the Completion Notice on the day
the repairs were completed, which was on the appointment date (11/9/15)
The Completion Notice states
the following: "All projects performed by Surface Link will be completed
in accordance with the manufacturers' guidelines and specifications; however,
countertop/repair material and adhesive cannot be warranted against future
cracking or failureFurthermore, please understand that the repairs being made
to your countertop are not guaranteed to be invisible, and that this visibility
may include seam lines, color variation in material and/or the finish of the
repaired areaBy signing below, I understand the terms and conditions as
described above and acknowledge that the scope of work outlines has been
completed to my satisfaction." By signing the Completion Notice, the customer acknowledged that the scope of
work was completed to the customer's satisfactionThis documentation can be provided upon
request
At this time, we are not issuing a refund to the customerWe hope that this
letter will clarify any concerns to both the Revdex.com and the customerDo not
hesitate to contact us with any questions in regard to this complaintThank you, Surface Link
Revdex.com:It appears that suface link does not work with their customers and the responses provided are completely miss leading Since it appears that they are not willing to do anything for their customer I am under the assumption I have no choice but to agree..even though I feel their practices are completely deceptive and they made decisions with out consulting me I will NEVER use them again and I am highly disappointed with this outcome I will never use Surface Link for anything ever again
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The excuse of the cabinet being rotted is completely falseThe wood had mold on it from the water leaking yes, but after cleaning the mold off the wood structure is completely solidPhotos were given to Surface link showing this, and also showing there was more than enough room in front of the sink to attach a support. The attempted repair held for less than an hour, this seam is not permanently bonded and has separatedI understand that seams are visible on granite but the seam is not leveled, bonded or repairedThe repair was done by technician's year old son, which I was very concerned aboutIs this a practice for Surface link? Is his son an employee of Surface link or even insured to be on the job? If a support plate was attached under the seam the epoxy that was applied may have heldThe chip was discussed with Chris G*** and obviously didn't added this to his notes
Regards,
*** ***
Dear Revdex.com Representative:
We
regret that the customer does not accept our response to their concerns and
would like to respond directly to the two points he made in his rejection,
which are listed below in boldSurface Link's responses are italicized
1.
1) At no point in time did anyone tell me I had an option
to have the counter top evaluated to identify if there were any under lying
issues This was brought to my attention after I emailed about the
additional crack I would have done this before putting out almost
That cost is 1/3rd of a brand new counter
We
typically complete non-warranty inspections if an aspect of the job is unknown
such as the color of the affected product, if the scope of work needs to be
confirmed for larger jobs, etc., and these are completed at an additional cost
to the customerIf the details of a job seem relatively straightforward, as they
were in this case, an inspection is not necessary
2.
2) At No point in time did the repair technician tell me
the crack could come backIt appears only in the fine print on the initial
documentation Again if I knew that there was a possibility for the crack
to return I would have asked as to how I can protect myself from putting out
additional funds
This
information is reviewed with customers during their initial phone call, with
the Project Managers when the expectations are setIn addition, this
information is written on the Work Order at the completion of the appointment,
which the customer signedPer our previous response, we are certain that our
repair was and is successful, performed correctly, per our standards, and has
not re-cracked or failedThe new crack that appeared is unfortunately caused
by unknown factors that are out of our control.We
hope this information helps the involved parties to understand Surface Link's
position on the issue
Thank
you,
Surface
Link
Dear Representative of Revdex.com:I am writing in response to complaint [redacted]. The customer had given us several reasons as to why he was unhappy with the service. We will begin by describing the situation from our position:Our company first received this customer's information via...
our Surface Link website lead inquiry, which was submitted on July 5 by the customer, which stated that he was looking for “price on refinishing.” Our estimator contacted the customer the same day to discuss the type of project the customer is looking to complete. The customer submitted photos of their kitchen countertops and countertop measurements, which were needed to complete the project details of the refinish. The details of the project were accepted by the customer and thus we were able to move forward with the scheduling process.In conversation with the customer, our estimator informed the customer that the Order Acknowledgement was sent via email, which was sent to the customer on July 6 at 5:17 PM. The Order Acknowledgement outlines the project details, which states the Scope of Work and information about the service being provided. The Scope of Work states: “Full kitchen countertop refinish. Match existing matt/satin finish. Refinish double bowl solid surface sink. A refinish will not remove deep scratches, cracks, burns or chemical stains.” The customer mentioned in his Revdex.com statement that “grouting would not be done.” Grouting was not mentioned to us during the initial inquiry and in any conversation, nor was it mentioned verbally to our estimator. Grouting of tile is not a service we offer to our customers; however, for an additional cost, we are able to re-silicone the customer's countertop, which is another separate service that is different from our refinishing service. Grouting is work that is done between the backsplash and tile and is a service handled in the tile industry (outside of our scope). Re-siliconing is done between the countertop and backsplash, is a service we offer, but is a completely different service.Our company only outlines and lists the project details and scope of work we are to perform. Refinishing of a countertop is single service we offer and was stated in the Order Acknowledgement sent to the customer. Per the Order Acknowledgement, “The refinish will remove dull spots, and even out the finish throughout the deck (face) of the countertops through a series of sanding and buffing. Due to the large size of the tools required to perform this service, it may not be possible to refinish near walls or under low cabinets. We will also leave clearance around fixtures and appliances to avoid causing damage. Additionally, backsplashes and edges are not included in a standard refinishing service.” It appears that the customer assumed grouting was included; however, the grouting service was never mentioned verbally or written out, nor was the service outlined in the Order Acknowledgement we sent to the customer. Refinishing is one of our most popular services. We have not had any complaints about customers assuming that grouting or re-siliconing would be included in this service, and would not have guessed that a situation like this would have come up. We in no way had any intention of upsetting the customer.To further explain why the refinishing service was not completed, we must first describe the encounter between the customer and technician on the appointment date. On July 22, our technician arrived on site to complete the refinishing project. The customer asked the technician if the grouting service was being performed, as to which the technician stated he would not be performing that service, as grouting is not one of the services we perform, nor is it outlined in his Work Order. Because of the disagreement with the services being performed or not being performed, the technician told the customer to contact our office to discuss this further. To avoid escalating the situation more, our technician excused himself and waited by his car while the customer spoke with the office staff on the phone. After speaking to our office staff, the customer refused to allow our technician to complete the refinishing project, therefore our technician left the site.As far as the statements made about the deposit, our estimator and project manager informed the customer that he would not receive his deposit back because the customer did not cancel within 24 hours, which is highlighted in the Order Acknowledgement. Per the customer's Order Acknowledgement, the Initial Payment states the following, “The initial payment ensures that you are committed to the agreed upon service. The initial payment is non-refundable and includes a consultation visit with a certified technician, travel costs (if applicable), any associated material costs, and reserving an appointment date with your technician. During our visit, if we are unable to complete the above Scope of Work for any reason beyond our control, the initial payment will not be refunded. If you decide not to move forward with the project, the initial payment excluding any non-returnable material costs or restocking fees) will be refunded as long as the appointment is cancelled at least 1 business day prior to the appointment date.” The customer reserved the appointment date of July 22, and because there was no cancellation within 24 hours and our technician was on site on that designated appointment date and time, we did not refund the customer. Like many businesses, deposits are taken to cover the costs of sending out our technicians to the site. The deposit allows us to pay our technicians for their time.We would also like to point out that Surface Link does not just hire “someone to do the work” per the customer's comments. Surface Link has both employee and independent contractor technicians. Although this particular technician is an independent contractor, each technician hired by Surface Link is experienced and knowledgeable in our field of work. Each technician is trained and skilled to perform our specialized repair and restoration methods and are trained in house at our training facility. The technicians represent Surface Link, which we take very seriously. Both employee and independent contractor technicians are even assigned a Project Manager from our office, which works directly and closely with the technician.Overall, we would've been happy to complete the refinishing services for the customer, as outlined in the Order Acknowledgement. Also, we would have been happy to complete the re-siliconing of the backsplash at an additional cost; however, the customer refused our services and would not allow us to perform the initial services.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because they argue both ways, what is in the contract and what is NOT in the contract. That way they are covered. A great bait and switch company for more money.The give you a long contract and knowing that I am 70 yrs old took advantage of me. This company should have given me my downpayment back and left a happy customer. No, they take your moneyyou will see more complaints about this company in the future I guarantee and not saying grouting is not included like they do other, is misleading and dishonest.
Regards,
[redacted]
Dear Better Business Representative, The following is a response to Complaint #[redacted] regarding a countertop that was inspected on 9/7/2016. The initial scope of work was sent to a representative for [redacted], on 8/12/2016 via an email with the subject line “Proposal” from...
a Surface Link sales representative. The Scope of Work is listed below: “Repair large broken piece of the solid surface countertop. The piece has completely broken and detached from the countertop, but has not chipped or damaged and is on site for the repair.” When our certified technician arrived to the job site on 9/12/2016, he reported approximately five screws that were fastened directly into the countertop, which Surface Link was not made aware of prior to the appointment. Doing so goes directly against the manufacturer’s fabrication guidelines for the product, which states on page 12 of the [redacted] Fabrication Manual, “Never install mechanical fasteners (screws, nails, etc.) into [redacted].” Should there have been no screws fastened in the countertop, Surface Link would have been more than willing to complete the repair as stated out in the Scope of Work. However, the screws in the affected countertop prevented our technician from completing any repair because the countertop is no longer detached, as was originally described to Surface Link during the initial proposal consultation. Furthermore, the affected countertop, in its current condition, is now susceptible to more extensive cracking, which is why installing screws directly into [redacted] is specifically prohibited in the [redacted] Fabrication Manual. In the same Proposal email sent to [redacted] on 8/12/2016, the stipulations of the Deposit were explained: “The initial payment ensures that you are committed to the agreed upon service. During our initial visit, if we are unable to complete the above Scope of Work for any reason beyond our control, our costs associated with sending a technician to the jobsite will not be refunded. These costs include the consultation visit with the certified technician, travel costs (if applicable), and any non-returnable material costs/restocking fees.” Per this information and the deposit terms provided to the customer prior to the appointment date, the deposit will not be refunded, as the deposit collected covers the costs incurred during the initial visit on 9/7/2016. We hope this explains the situation from our stance. Sincerely, The Surface Link Team
Dear Representative of the Revdex.com: The following is a second response to complaint [redacted] that was submitted on 8/24/2016 regarding an [redacted] warranty inspection that was completed on 8/5/2016. Surface Link is the third-party warranty agent that performs inspections for [redacted], the manufacturer of the material that makes up this customer’s countertops. Surface Link is an inspection and repair company and does not perform countertop replacements. Surface Link has no authority to approve a replacement of a countertop which this customer is requesting. If he would to request that this countertop be replaced under the [redacted] warranty we recommend he contact them directly to discuss his options. Sincerely,Surface Link
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:This is a prime example of passing the buck! Exactly what has transpired since the first complaint; installer came out twice and nothing accomplished, now SurfacePro is passing on to a warranty company.This is NOT a warranty problem, it is a replacement problem, and I believe a jury of my piers would not only grant a replacement, but may award compensation for the aggravation and time I have spent on this complaint.I expect SurfacePro to contact the warranty company and set a time to replace the island with one that is free from faults.
Regards,
[redacted]
Dear Representative of Revdex.com:I am writing in response to complaint [redacted]. The customer provided several reasons as to why he was unhappy with the service. We will begin by describing the situation from our position:The customer had a 14” crack located at the interior inside corner...
of their countertop. Per our policy, we review the scope of work, project details, process and any important notes with the customer, and if the customer accepts, we continue with the scheduling process. We explained to the customer that because there was no extra color matching material from the original installation available to use for the repair, there would be a slight visibility due to the dye lot and/or pattern differences between the countertop and repair material. In addition, we explained that heat and pressure can reopen a repair. The customer acknowledged this information and our estimator sent the Order Acknowledgement on May 4. We scheduled the appointment date for the repair on May 26. Per the Order Acknowledgement, the Scope of Work states, “Repair approximate 14” crack located at the inside wall corner. The crack starts at the wall and extends into the countertop, not moving through the front edge.”Our technician completed an inconspicuous repair of the 14 inch crack on the countertop on the reserved appointment date of May 26. The customer signed the Work Order acknowledging the service performed. Under the Customer Completion Statement of the Work Order, which the customer signed, it states, “All projects performed by Surface Link will be completed in accordance with the manufacturers’ guidelines and specifications; however, countertop/repair material and adhesive cannot be warranted against future cracking or failure. Furthermore, please understand that the repairs being made to your countertop are not guaranteed to be invisible, and that this visibility may include seam lines, color variation in material and/or the finish of the repaired area. By signing below, I understand the terms and conditions as described above and acknowledge that the scope of work outlined has been completed to my satisfaction.”On July 16, the customer contacted our office via email and stated the following, “You had someone come out and fix a crack in my counter that cost me $700 in May. Well it is already back. Can you please have someone give me a call as soon as possible? Thank you.” We take complaints very seriously and we do all we can to undertake any forward action to resolve these issues as soon as possible. Per our policy, we require the customer to submit a photo of the repaired area in question so that the situation can be further examined. We contacted the customer and the customer was able to submit a photo. The photos were closely reviewed by our upper management as well as our Technical Advisor. After further examination of the area in question, the repair our technician completed was performed per the Surface Link standards.We would like to address the statement from the customer, “...a crack formed from the exact same spot that was repaired. This is NOT coincidentall How could they have repaired it correctly if the crack was back in the same spot?” The crack shown in the customer's complaint photo is originating from the same area as the original crack, which was repaired; however, it is not the same crack. In fact, the crack our technician repaired is still intact, which can be seen in the photo (seen at the bottom of this letter). The crack the customer is describing may have originated from the same location as the original crack, but veers in a different direction. This means the crack we repaired was still intact and per our Surface Link standards. With regards to the customer's statement of our “30 day warranty”, we actually do not have a warranty on our repairs due to the fact that after we leave an appointment we have no control over the environment. Since the repair we performed was proved still intact, the reasons for this new crack may have been caused by multiple factors that we cannot control, such as heat, improper support or possibly a weak area. The customer stated that “... if they would have told me they could have evaluated the counter to ensure the counter was in good condition I would have done that first before putting out that much money.” The analysis of the countertop the customer mentioned is a general inspection of the crack, the surroundings of the damaged area, and to ensure that the area that is visible is approved to be repaired. Due to the location of the crack, it is possible that the interior inside corner radius of the affected area may not be fabricated per the manufacturer specifications; however, this cannot be proven, nor could this have been inspected, because the tile backsplash was flush against the countertop. In addition, we compared the repair photo our technician submitted with the photo submitted by the customer and the technician's repair photo shows a clean surface around the repair. The customer's complaint photo shows that looks like adhesive build-up on the repair and around the repair, which may be from re-caulking of the backsplash area or other unknown factors.Overall, we supplied the service that was requested. It is unfortunate that this particular area produced a new crack; however, the customer was satisfied with the original repair and stated the repair “actually looked pretty good considering the crack that was there.” Per the agreements of the Order Acknowledgement and Work Order, we completed the initial service that was requested, which was to complete an inconspicuous repair on the crack at the cost of $565. We would be happy to perform a repair on the new crack that has formed if the customer is willing to pay. I hope that this letter will clarify any concerns to both the Revdex.com and the customer. Do not hesitate to contact us with any questions in regard to this complaint.Please view the below photos that show the original crack (5/3/2016) and location in comparison to the new crack the customer submitted (7/18/2016). Although they may be seen deriving from the same area, the new crack actually veers in a different direction on the deck of the countertop. If you zoom in the photo, you can see that our crack repair is still intact. There is also what appears to be new caulking around the affected area in the photo the customer submitted on July 18. Original Photo From Customer: Around 5/3/2015 Repair Complaint Photo: 7/18/16As you can see, the repaired area completed on 5/26 is smooth and clean of any caulking or adhesive build-up. We are certain that our repair was and is successful, performed correctly, per our standards, and has not re-cracked or failed. The new crack that appeared is unfortunately caused by unknown factors that are out of our control.
Dear Revdex.com: We are sorry that the customer has rejected our response, but we do feel that we were clear with the customer. Not only do we cover these details with all of our customers over the phone, but we even send the customer an email with the order outlining the service and details of the service. The purpose of sending out the Order Acknowledgement to the customer via email is to create a more efficient process for the customer. We feel that this provides better customer service. We do not feel that we were unclear about the services when the details were discussed with [redacted]; however, if there had been some sort of misunderstanding, the document serves to communicate what was discussed with the customer. [redacted] has stated that we sent him a lengthy contract—again, the point of this document is efficiency. The document covers everything from the service itself, to the details of the service. The document also includes details that the deposit is non-refundable once a technician arrives on site, which is also discussed with the customer up front. We are confident that we covered everything with the customer, as we do with all of our customers. This system is set up so that we can avoid having to leave the site without finishing the agreed upon service. As stated in our previous letter, the deposit is taken in order to cover our costs for going out to the site. This deposit pays our technician for their time. Unfortunately, sending our technicians out to locations without the deposit is not an affordable option for our company. The customer hired us complete a refinish on the countertops and sink. We were not hired to provide any other service. Our intent was never to take advantage of the customer, as he has stated. When we are hired to do a job, we prefer to be able to complete the full scope of work. It does not benefit the customer, the technician, nor our company to go out to a location and not complete the project. Furthermore, it is not profitable for us to do so. [redacted] described our service as a “great bait and switch company for more money”. The customer decided not to proceed with this project, though we were ready and willing. To address the customer’s complaint, we do not list services that we are not hired to handle, we only list the services that we are hired to complete. We do not understand why the customer feels that we should list services that we are not hired for in the order—there are a lot of different types of repairs for countertops, and it would not be possible to list the services that are not being completed. We feel that it would only make sense to list the scope of work that we intend to complete. Hopefully this information will clear up any confusion. Thank you, Surface Link
Dear Representative of the Revdex.com: The following is a response to complaint #[redacted] that was submitted on 8/24/2016 regarding an [redacted] Warranty inspection that was completed on 8/5/2016. Surface Link is the Authorized Warranty Service Agent for [redacted] and we were authorized...
to send a certified technician to inspect this customer’s countertop for the manufacturer. Surface Link technicians are trained to not comment during their appointments; however, occasionally a situation will arise that is the equivalent of he said/he said. Regardless of any confusion or misunderstanding that occurred between the technician and the homeowner during the 8/5/2016 appointment, Surface Link is not authorized to approve a replacement of the customer’s island countertop under warranty and we recommend they contact [redacted]’ Warranty Department directly.
Dear Representative of the Revdex.com: The following is a second response to complaint [redacted] that was submitted on 8/24/regarding an [redacted] warranty inspection that was completed on 8/5/Surface Link is the third-party warranty agent that performs inspections for [redacted] , the manufacturer of the material that makes up this customer’s countertopsSurface Link is an inspection and repair company and does not perform countertop replacementsSurface Link has no authority to approve a replacement of a countertop which this customer is requestingIf he would to request that this countertop be replaced under the [redacted] warranty we recommend he contact them directly to discuss his optionsSincerely,Surface Link
Dear Better Business Representative, The following is a response to Complaint # [redacted] regarding a countertop that was inspected on 9/7/ The initial scope of work was sent to a representative for [redacted] , [redacted] , on 8/12/via an email with the subject line “Proposal” from a Surface Link sales representativeThe Scope of Work is listed below: “Repair large broken piece of the solid surface countertopThe piece has completely broken and detached from the countertop, but has not chipped or damaged and is on site for the repair.” When our certified technician arrived to the job site on 9/12/2016, he reported approximately five screws that were fastened directly into the countertop, which Surface Link was not made aware of prior to the appointmentDoing so goes directly against the manufacturer’s fabrication guidelines for the product, which states on page of the [redacted] Fabrication Manual, “Never install mechanical fasteners (screws, nails, etc.) into [redacted] .” Should there have been no screws fastened in the countertop, Surface Link would have been more than willing to complete the repair as stated out in the Scope of WorkHowever, the screws in the affected countertop prevented our technician from completing any repair because the countertop is no longer detached, as was originally described to Surface Link during the initial proposal consultationFurthermore, the affected countertop, in its current condition, is now susceptible to more extensive cracking, which is why installing screws directly into [redacted] is specifically prohibited in the [redacted] Fabrication Manual In the same Proposal email sent to [redacted] on 8/12/2016, the stipulations of the Deposit were explained: “The initial payment ensures that you are committed to the agreed upon serviceDuring our initial visit, if we are unable to complete the above Scope of Work for any reason beyond our control, our costs associated with sending a technician to the jobsite will not be refundedThese costs include the consultation visit with the certified technician, travel costs (if applicable), and any non-returnable material costs/restocking fees.” Per this information and the deposit terms provided to the customer prior to the appointment date, the deposit will not be refunded, as the deposit collected covers the costs incurred during the initial visit on 9/7/ We hope this explains the situation from our stance Sincerely, The Surface Link Team
Dear Representative of Revdex.com:I am writing in response to complaint [redacted] The customer provided several reasons as to why he was unhappy with the serviceWe will begin by describing the situation from our The customer had a 14” crack located at the interior inside corner of their countertopPer our policy, we review the scope of work, project details, process and any important notes with the customer, and if the customer accepts, we continue with the scheduling processWe explained to the customer that because there was no extra color matching material from the original installation available to use for the repair, there would be a slight visibility due to the dye lot and/or pattern differences between the countertop and repair materialIn addition, we explained that heat and pressure can reopen a repairThe customer acknowledged this information and our estimator sent the Order Acknowledgement on May We scheduled the appointment date for the repair on May Per the Order Acknowledgement, the Scope of Work states, “Repair approximate 14” crack located at the inside wall cornerThe crack starts at the wall and extends into the countertop, not moving through the front edge.”Our technician completed an inconspicuous repair of the inch crack on the countertop on the reserved appointment date of May The customer signed the Work Order acknowledging the service performedUnder the Customer Completion Statement of the Work Order, which the customer signed, it states, “All projects performed by Surface Link will be completed in accordance with the manufacturers’ guidelines and specifications; however, countertop/repair material and adhesive cannot be warranted against future cracking or failureFurthermore, please understand that the repairs being made to your countertop are not guaranteed to be invisible, and that this visibility may include seam lines, color variation in material and/or the finish of the repaired areaBy signing below, I understand the terms and conditions as described above and acknowledge that the scope of work outlined has been completed to my satisfaction.”On July 16, the customer contacted our office via email and stated the following, “You had someone come out and fix a crack in my counter that cost me $in MayWell it is already backCan you please have someone give me a call as soon as possible? Thank you.” We take complaints very seriously and we do all we can to undertake any forward action to resolve these issues as soon as possiblePer our policy, we require the customer to submit a photo of the repaired area in question so that the situation can be further examinedWe contacted the customer and the customer was able to submit a photoThe photos were closely reviewed by our upper management as well as our Technical AdvisorAfter further examination of the area in question, the repair our technician completed was performed per the Surface Link standards.We would like to address the statement from the customer, “...a crack formed from the exact same spot that was repairedThis is NOT coincidentall How could they have repaired it correctly if the crack was back in the same spot?” The crack shown in the customer's complaint photo is originating from the same area as the original crack, which was repaired; however, it is not the same crackIn fact, the crack our technician repaired is still intact, which can be seen in the photo (seen at the bottom of this letter)The crack the customer is describing may have originated from the same location as the original crack, but veers in a different directionThis means the crack we repaired was still intact and per our Surface Link standardsWith regards to the customer's statement of our “day warranty”, we actually do not have a warranty on our repairs due to the fact that after we leave an appointment we have no control over the environmentSince the repair we performed was proved still intact, the reasons for this new crack may have been caused by multiple factors that we cannot control, such as heat, improper support or possibly a weak areaThe customer stated that “if they would have told me they could have evaluated the counter to ensure the counter was in good condition I would have done that first before putting out that much money.” The analysis of the countertop the customer mentioned is a general inspection of the crack, the surroundings of the damaged area, and to ensure that the area that is visible is approved to be repairedDue to the location of the crack, it is possible that the interior inside corner radius of the affected area may not be fabricated per the manufacturer specifications; however, this cannot be proven, nor could this have been inspected, because the tile backsplash was flush against the countertopIn addition, we compared the repair photo our technician submitted with the photo submitted by the customer and the technician's repair photo shows a clean surface around the repairThe customer's complaint photo shows that looks like adhesive buion the repair and around the repair, which may be from re-caulking of the backsplash area or other unknown factors.Overall, we supplied the service that was requestedIt is unfortunate that this particular area produced a new crack; however, the customer was satisfied with the original repair and stated the repair “actually looked pretty good considering the crack that was there.” Per the agreements of the Order Acknowledgement and Work Order, we completed the initial service that was requested, which was to complete an inconspicuous repair on the crack at the cost of $We would be happy to perform a repair on the new crack that has formed if the customer is willing to payI hope that this letter will clarify any concerns to both the Revdex.com and the customerDo not hesitate to contact us with any questions in regard to this complaint.Please view the below photos that show the original crack (5/3/2016) and location in comparison to the new crack the customer submitted (7/18/2016)Although they may be seen deriving from the same area, the new crack actually veers in a different direction on the deck of the countertopIf you zoom in the photo, you can see that our crack repair is still intactThere is also what appears to be new caulking around the affected area in the photo the customer submitted on July Original Photo From Customer: Around 5/3/Repair Complaint Photo: 7/18/16As you can see, the repaired area completed on 5/is smooth and clean of any caulking or adhesive build-upWe are certain that our repair was and is successful, performed correctly, per our standards, and has not re-cracked or failedThe new crack that appeared is unfortunately caused by unknown factors that are out of our control
Dear Revdex.com: We are sorry that the customer has rejected our response, but we do feel that we were clear with the customer Not only do we cover these details with all of our customers over the phone, but we even send the customer an email with the order outlining the service and details of the service The purpose of sending out the Order Acknowledgement to the customer via email is to create a more efficient process for the customer We feel that this provides better customer service We do not feel that we were unclear about the services when the details were discussed with [redacted] ***; however, if there had been some sort of misunderstanding, the document serves to communicate what was discussed with the customer [redacted] has stated that we sent him a lengthy contract—again, the point of this document is efficiency The document covers everything from the service itself, to the details of the service The document also includes details that the deposit is non-refundable once a technician arrives on site, which is also discussed with the customer up front We are confident that we covered everything with the customer, as we do with all of our customers This system is set up so that we can avoid having to leave the site without finishing the agreed upon serviceAs stated in our previous letter, the deposit is taken in order to cover our costs for going out to the site This deposit pays our technician for their time Unfortunately, sending our technicians out to locations without the deposit is not an affordable option for our company The customer hired us complete a refinish on the countertops and sink We were not hired to provide any other service Our intent was never to take advantage of the customer, as he has stated When we are hired to do a job, we prefer to be able to complete the full scope of work It does not benefit the customer, the technician, nor our company to go out to a location and not complete the project Furthermore, it is not profitable for us to do so [redacted] described our service as a “great bait and switch company for more money” The customer decided not to proceed with this project, though we were ready and willing To address the customer’s complaint, we do not list services that we are not hired to handle, we only list the services that we are hired to complete We do not understand why the customer feels that we should list services that we are not hired for in the order—there are a lot of different types of repairs for countertops, and it would not be possible to list the services that are not being completed We feel that it would only make sense to list the scope of work that we intend to completeHopefully this information will clear up any confusionThank you, Surface Link
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:This is a prime example of passing the buck! Exactly what has transpired since the first complaint; installer came out twice and nothing accomplished, now SurfacePro is passing on to a warranty company.This is NOT a warranty problem, it is a replacement problem, and I believe a jury of my piers would not only grant a replacement, but may award compensation for the aggravation and time I have spent on this complaint.I expect SurfacePro to contact the warranty company and set a time to replace the island with one that is free from faults Regards, [redacted] ***
Dear Representative of Revdex.com:I am writing in response to complaint [redacted] The customer had given us several reasons as to why he was unhappy with the serviceWe will begin by describing the situation from our
Complaint ID: [redacted] has been resolved Medical Acoustics LLC has issued a refund.Thank you for your help, Rod J***
Dear Representative of the Revdex.com, We are writing in response to complaint #***The customer had given us several reasons as to why he was unhappy with
the serviceWe will begin by describing the situation from our position:We received a call from *** *** on 10/19/in regards to
a 61" double sink Granite vanity that he had recently installedThe
vanity had a 25" hairline crack running from the front of the vanity to
the back*** *** stated that the crack was hard to see, but that you could feel it
and he wanted to prevent the crack from getting larger
We informed *** *** that we could certainly help him and
requested photos of the crack, so that our estimator could provide him with a repair quote
The price of $is based on a variety of factors, none of which is based on
hourly laborThe price is based on the countertop material, the location of
the crack on the vanity, and the length of the crackLike any company, our
pricing is also based off of the skill of our technicians, overhead, etc. It is not determined by the customer or the
amount of time that a technician is on site.
The customer was charged the same as any customer experiencing the same
crack
Upon our initial quote to *** ***, he thanked us for the
bid and said he would consider the repairOur estimator and *** *** continued to exchange emails and
spoke on several occasionsThe basis of the correspondence was *** ***
asking many questions about the repairWe answered his questions to the best of our ability, and was honest in all of our responsesOur estimator informed *** *** how we have done
repairs in the past and explained that the technician may enlarge the crack so that he can fill the adhesive resinWe
made it clear that the technician would determine the best course of repair
upon his arrivalIt was also explained that there are several different
consistencies of adhesive resin and that our technician may use the thinnest resin to fill
the shallow crack*** *** asked how long the repair would take and our estimator did say that
it could take up to hours, but that
depended on how the technician repaired the crackWe also informed *** *** that our
technicians work at different paces and some are faster than others
It was never stated that the job would for certain entail enlarging
the crack and / or take hoursThe crack repair that we performed accomplished
exactly what we intended, which is to prevent the crack from getting
larger.
Furthermore, the customer is arguing that the repair is not
smooth. As stated in the attached Order Agreement
that was sent to the customer prior to the repair, our repairs are smooth, but
height variances cannot be corrected. We hope that this
letter will clarify any concerns to both the Revdex.com and the customerDo not
hesitate to contact us with any questions in regard to this complaintSincerely, The Surface Link Team
Dear Representative of Revdex.com:We are writing in response to complaint #***The customer had given us several reasons as to why he was unhappy with
the serviceI will begin by describing the situation from our position:
The customer contacted Surface Link to repair a seam
separation on their granite countertop and to reattach a fallen stainless steel sinkMr*** submitted photos of the seam and sink to our estimator for review and our estimator provided Mr*** a free consultation on the project. Mr*** was notified that the repair would be not be invisible.The customer agreed to the terms brought forth to him in what is called an Order Acknowledgement, which outlined the scope of work and the tasks Surface Link is proposed to perform on the day of the appointmentDuring the initial conversation, the customer did not mention a chip on
their granite, as he stated in his complaint, which is the reason why our certified technician was not authorized to perform that repairOur certified technician was authorized to perform the following services, which are stated in Order Acknowledgement provided to the customer for approval:"Scope of Work: Repair seam separation through front deckGranite seams are not invisibleReattach fallen sinkCustomer will disconnect the plumbing and remove sink before technician arrivesTechnician will clean flange, mounting area and then reattach the sinkReuse existing supports, if possibleAdd additional support where necessary and possibleCustomer will reconnect plumbing." The customer approved of the above and we ran the deposit or initial payment of $Our certified technician scheduled the appointment date for the repair of the seam separation and the reattachment of the sink on 11/9/While on site, our certified technician stated that the sink cabinet was rotted due to water damage, and the sink cabinet was too tight, which made it difficult to shim and level out the seam, which was located at the front of the sinkHowever, the repair of the seam was completed and within the parameters of the Order Acknowledgement, which stated the following: "The repair will be both structural and aestheticStructurally, the issue will be permanently bonded at the time of the repairWe will also treat the issue aesthetically making the area smooth and inconspicuousIt is important to note that if there is a height variance between the two slabs, it cannot be corrected during a repairAdditionally, seams in quartz and granite area visible and will remain visible upon completion of the repair."The sink was reattached within the scope of work, which was a difficult task, due to the unforeseeable issues - the cabinet was rotted and too tightThese two issues made it nearly impossible to mount the sink with clips; however, the technician installed the clips where he could and also completed the reattachment of the sink within the parameters of the Order AcknowledgementOur technician came prepared to complete the task he was assigned, and
because issues arose that he could not foresee, he attempted to the best
work possible with the resources availableThe materials borrowed from the customer was a response to the unanticipated cabinet issues and were not things generally required for this scope of work.The customer contacted us on 11/11/with the complaint that he was not satisfied with the unevenness of the seam repairBoth our project manager and accountant explained to the customer the reasons why the seam could not be repaired to an even level and why we are unable to refund the customer were because cabinet issues, which is out of our control.As a courtesy, we sent our certified technician back to the customer's home to address the issues free of chargeThe remaining balance $was charged to the customer's credit card, as our technician completed the repairs within the parameters of the Order AcknowledgementThe amount that was charged up to this point was for the
work originally quoted and completed, and is not advanced payment for the re-visit
Overall, we supplied the service that was requestedThe
sink was reattached and the seam was repaired, which falls within the terms and conditions to
which the customer agreed upon in the Order AcknowledgementIn addition, we
would like to mention that Mrs*** signed the Completion Notice on the day
the repairs were completed, which was on the appointment date (11/9/15)
The Completion Notice states
the following: "All projects performed by Surface Link will be completed
in accordance with the manufacturers' guidelines and specifications; however,
countertop/repair material and adhesive cannot be warranted against future
cracking or failureFurthermore, please understand that the repairs being made
to your countertop are not guaranteed to be invisible, and that this visibility
may include seam lines, color variation in material and/or the finish of the
repaired areaBy signing below, I understand the terms and conditions as
described above and acknowledge that the scope of work outlines has been
completed to my satisfaction." By signing the Completion Notice, the customer acknowledged that the scope of
work was completed to the customer's satisfactionThis documentation can be provided upon
request
At this time, we are not issuing a refund to the customerWe hope that this
letter will clarify any concerns to both the Revdex.com and the customerDo not
hesitate to contact us with any questions in regard to this complaintThank you, Surface Link
Revdex.com:It appears that suface link does not work with their customers and the responses provided are completely miss leading Since it appears that they are not willing to do anything for their customer I am under the assumption I have no choice but to agree..even though I feel their practices are completely deceptive and they made decisions with out consulting me I will NEVER use them again and I am highly disappointed with this outcome I will never use Surface Link for anything ever again
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The excuse of the cabinet being rotted is completely falseThe wood had mold on it from the water leaking yes, but after cleaning the mold off the wood structure is completely solidPhotos were given to Surface link showing this, and also showing there was more than enough room in front of the sink to attach a support. The attempted repair held for less than an hour, this seam is not permanently bonded and has separatedI understand that seams are visible on granite but the seam is not leveled, bonded or repairedThe repair was done by technician's year old son, which I was very concerned aboutIs this a practice for Surface link? Is his son an employee of Surface link or even insured to be on the job? If a support plate was attached under the seam the epoxy that was applied may have heldThe chip was discussed with Chris G*** and obviously didn't added this to his notes
Regards,
*** ***
Dear Revdex.com Representative:
We
regret that the customer does not accept our response to their concerns and
would like to respond directly to the two points he made in his rejection,
which are listed below in boldSurface Link's responses are italicized
1.
1) At no point in time did anyone tell me I had an option
to have the counter top evaluated to identify if there were any under lying
issues This was brought to my attention after I emailed about the
additional crack I would have done this before putting out almost
That cost is 1/3rd of a brand new counter
We
typically complete non-warranty inspections if an aspect of the job is unknown
such as the color of the affected product, if the scope of work needs to be
confirmed for larger jobs, etc., and these are completed at an additional cost
to the customerIf the details of a job seem relatively straightforward, as they
were in this case, an inspection is not necessary
2.
2) At No point in time did the repair technician tell me
the crack could come backIt appears only in the fine print on the initial
documentation Again if I knew that there was a possibility for the crack
to return I would have asked as to how I can protect myself from putting out
additional funds
This
information is reviewed with customers during their initial phone call, with
the Project Managers when the expectations are setIn addition, this
information is written on the Work Order at the completion of the appointment,
which the customer signedPer our previous response, we are certain that our
repair was and is successful, performed correctly, per our standards, and has
not re-cracked or failedThe new crack that appeared is unfortunately caused
by unknown factors that are out of our control.We
hope this information helps the involved parties to understand Surface Link's
position on the issue
Thank
you,
Surface
Link
Dear Representative of Revdex.com:I am writing in response to complaint [redacted]. The customer had given us several reasons as to why he was unhappy with the service. We will begin by describing the situation from our position:Our company first received this customer's information via...
our Surface Link website lead inquiry, which was submitted on July 5 by the customer, which stated that he was looking for “price on refinishing.” Our estimator contacted the customer the same day to discuss the type of project the customer is looking to complete. The customer submitted photos of their kitchen countertops and countertop measurements, which were needed to complete the project details of the refinish. The details of the project were accepted by the customer and thus we were able to move forward with the scheduling process.In conversation with the customer, our estimator informed the customer that the Order Acknowledgement was sent via email, which was sent to the customer on July 6 at 5:17 PM. The Order Acknowledgement outlines the project details, which states the Scope of Work and information about the service being provided. The Scope of Work states: “Full kitchen countertop refinish. Match existing matt/satin finish. Refinish double bowl solid surface sink. A refinish will not remove deep scratches, cracks, burns or chemical stains.” The customer mentioned in his Revdex.com statement that “grouting would not be done.” Grouting was not mentioned to us during the initial inquiry and in any conversation, nor was it mentioned verbally to our estimator. Grouting of tile is not a service we offer to our customers; however, for an additional cost, we are able to re-silicone the customer's countertop, which is another separate service that is different from our refinishing service. Grouting is work that is done between the backsplash and tile and is a service handled in the tile industry (outside of our scope). Re-siliconing is done between the countertop and backsplash, is a service we offer, but is a completely different service.Our company only outlines and lists the project details and scope of work we are to perform. Refinishing of a countertop is single service we offer and was stated in the Order Acknowledgement sent to the customer. Per the Order Acknowledgement, “The refinish will remove dull spots, and even out the finish throughout the deck (face) of the countertops through a series of sanding and buffing. Due to the large size of the tools required to perform this service, it may not be possible to refinish near walls or under low cabinets. We will also leave clearance around fixtures and appliances to avoid causing damage. Additionally, backsplashes and edges are not included in a standard refinishing service.” It appears that the customer assumed grouting was included; however, the grouting service was never mentioned verbally or written out, nor was the service outlined in the Order Acknowledgement we sent to the customer. Refinishing is one of our most popular services. We have not had any complaints about customers assuming that grouting or re-siliconing would be included in this service, and would not have guessed that a situation like this would have come up. We in no way had any intention of upsetting the customer.To further explain why the refinishing service was not completed, we must first describe the encounter between the customer and technician on the appointment date. On July 22, our technician arrived on site to complete the refinishing project. The customer asked the technician if the grouting service was being performed, as to which the technician stated he would not be performing that service, as grouting is not one of the services we perform, nor is it outlined in his Work Order. Because of the disagreement with the services being performed or not being performed, the technician told the customer to contact our office to discuss this further. To avoid escalating the situation more, our technician excused himself and waited by his car while the customer spoke with the office staff on the phone. After speaking to our office staff, the customer refused to allow our technician to complete the refinishing project, therefore our technician left the site.As far as the statements made about the deposit, our estimator and project manager informed the customer that he would not receive his deposit back because the customer did not cancel within 24 hours, which is highlighted in the Order Acknowledgement. Per the customer's Order Acknowledgement, the Initial Payment states the following, “The initial payment ensures that you are committed to the agreed upon service. The initial payment is non-refundable and includes a consultation visit with a certified technician, travel costs (if applicable), any associated material costs, and reserving an appointment date with your technician. During our visit, if we are unable to complete the above Scope of Work for any reason beyond our control, the initial payment will not be refunded. If you decide not to move forward with the project, the initial payment excluding any non-returnable material costs or restocking fees) will be refunded as long as the appointment is cancelled at least 1 business day prior to the appointment date.” The customer reserved the appointment date of July 22, and because there was no cancellation within 24 hours and our technician was on site on that designated appointment date and time, we did not refund the customer. Like many businesses, deposits are taken to cover the costs of sending out our technicians to the site. The deposit allows us to pay our technicians for their time.We would also like to point out that Surface Link does not just hire “someone to do the work” per the customer's comments. Surface Link has both employee and independent contractor technicians. Although this particular technician is an independent contractor, each technician hired by Surface Link is experienced and knowledgeable in our field of work. Each technician is trained and skilled to perform our specialized repair and restoration methods and are trained in house at our training facility. The technicians represent Surface Link, which we take very seriously. Both employee and independent contractor technicians are even assigned a Project Manager from our office, which works directly and closely with the technician.Overall, we would've been happy to complete the refinishing services for the customer, as outlined in the Order Acknowledgement. Also, we would have been happy to complete the re-siliconing of the backsplash at an additional cost; however, the customer refused our services and would not allow us to perform the initial services.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because they argue both ways, what is in the contract and what is NOT in the contract. That way they are covered. A great bait and switch company for more money.The give you a long contract and knowing that I am 70 yrs old took advantage of me. This company should have given me my downpayment back and left a happy customer. No, they take your moneyyou will see more complaints about this company in the future I guarantee and not saying grouting is not included like they do other, is misleading and dishonest.
Regards,
[redacted]
Dear Better Business Representative, The following is a response to Complaint #[redacted] regarding a countertop that was inspected on 9/7/2016. The initial scope of work was sent to a representative for [redacted], on 8/12/2016 via an email with the subject line “Proposal” from...
a Surface Link sales representative. The Scope of Work is listed below: “Repair large broken piece of the solid surface countertop. The piece has completely broken and detached from the countertop, but has not chipped or damaged and is on site for the repair.” When our certified technician arrived to the job site on 9/12/2016, he reported approximately five screws that were fastened directly into the countertop, which Surface Link was not made aware of prior to the appointment. Doing so goes directly against the manufacturer’s fabrication guidelines for the product, which states on page 12 of the [redacted] Fabrication Manual, “Never install mechanical fasteners (screws, nails, etc.) into [redacted].” Should there have been no screws fastened in the countertop, Surface Link would have been more than willing to complete the repair as stated out in the Scope of Work. However, the screws in the affected countertop prevented our technician from completing any repair because the countertop is no longer detached, as was originally described to Surface Link during the initial proposal consultation. Furthermore, the affected countertop, in its current condition, is now susceptible to more extensive cracking, which is why installing screws directly into [redacted] is specifically prohibited in the [redacted] Fabrication Manual. In the same Proposal email sent to [redacted] on 8/12/2016, the stipulations of the Deposit were explained: “The initial payment ensures that you are committed to the agreed upon service. During our initial visit, if we are unable to complete the above Scope of Work for any reason beyond our control, our costs associated with sending a technician to the jobsite will not be refunded. These costs include the consultation visit with the certified technician, travel costs (if applicable), and any non-returnable material costs/restocking fees.” Per this information and the deposit terms provided to the customer prior to the appointment date, the deposit will not be refunded, as the deposit collected covers the costs incurred during the initial visit on 9/7/2016. We hope this explains the situation from our stance. Sincerely, The Surface Link Team
Dear Representative of the Revdex.com: The following is a second response to complaint [redacted] that was submitted on 8/24/2016 regarding an [redacted] warranty inspection that was completed on 8/5/2016. Surface Link is the third-party warranty agent that performs inspections for [redacted], the manufacturer of the material that makes up this customer’s countertops. Surface Link is an inspection and repair company and does not perform countertop replacements. Surface Link has no authority to approve a replacement of a countertop which this customer is requesting. If he would to request that this countertop be replaced under the [redacted] warranty we recommend he contact them directly to discuss his options. Sincerely,Surface Link
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:This is a prime example of passing the buck! Exactly what has transpired since the first complaint; installer came out twice and nothing accomplished, now SurfacePro is passing on to a warranty company.This is NOT a warranty problem, it is a replacement problem, and I believe a jury of my piers would not only grant a replacement, but may award compensation for the aggravation and time I have spent on this complaint.I expect SurfacePro to contact the warranty company and set a time to replace the island with one that is free from faults.
Regards,
[redacted]
Dear Representative of Revdex.com:I am writing in response to complaint [redacted]. The customer provided several reasons as to why he was unhappy with the service. We will begin by describing the situation from our position:The customer had a 14” crack located at the interior inside corner...
of their countertop. Per our policy, we review the scope of work, project details, process and any important notes with the customer, and if the customer accepts, we continue with the scheduling process. We explained to the customer that because there was no extra color matching material from the original installation available to use for the repair, there would be a slight visibility due to the dye lot and/or pattern differences between the countertop and repair material. In addition, we explained that heat and pressure can reopen a repair. The customer acknowledged this information and our estimator sent the Order Acknowledgement on May 4. We scheduled the appointment date for the repair on May 26. Per the Order Acknowledgement, the Scope of Work states, “Repair approximate 14” crack located at the inside wall corner. The crack starts at the wall and extends into the countertop, not moving through the front edge.”Our technician completed an inconspicuous repair of the 14 inch crack on the countertop on the reserved appointment date of May 26. The customer signed the Work Order acknowledging the service performed. Under the Customer Completion Statement of the Work Order, which the customer signed, it states, “All projects performed by Surface Link will be completed in accordance with the manufacturers’ guidelines and specifications; however, countertop/repair material and adhesive cannot be warranted against future cracking or failure. Furthermore, please understand that the repairs being made to your countertop are not guaranteed to be invisible, and that this visibility may include seam lines, color variation in material and/or the finish of the repaired area. By signing below, I understand the terms and conditions as described above and acknowledge that the scope of work outlined has been completed to my satisfaction.”On July 16, the customer contacted our office via email and stated the following, “You had someone come out and fix a crack in my counter that cost me $700 in May. Well it is already back. Can you please have someone give me a call as soon as possible? Thank you.” We take complaints very seriously and we do all we can to undertake any forward action to resolve these issues as soon as possible. Per our policy, we require the customer to submit a photo of the repaired area in question so that the situation can be further examined. We contacted the customer and the customer was able to submit a photo. The photos were closely reviewed by our upper management as well as our Technical Advisor. After further examination of the area in question, the repair our technician completed was performed per the Surface Link standards.We would like to address the statement from the customer, “...a crack formed from the exact same spot that was repaired. This is NOT coincidentall How could they have repaired it correctly if the crack was back in the same spot?” The crack shown in the customer's complaint photo is originating from the same area as the original crack, which was repaired; however, it is not the same crack. In fact, the crack our technician repaired is still intact, which can be seen in the photo (seen at the bottom of this letter). The crack the customer is describing may have originated from the same location as the original crack, but veers in a different direction. This means the crack we repaired was still intact and per our Surface Link standards. With regards to the customer's statement of our “30 day warranty”, we actually do not have a warranty on our repairs due to the fact that after we leave an appointment we have no control over the environment. Since the repair we performed was proved still intact, the reasons for this new crack may have been caused by multiple factors that we cannot control, such as heat, improper support or possibly a weak area. The customer stated that “... if they would have told me they could have evaluated the counter to ensure the counter was in good condition I would have done that first before putting out that much money.” The analysis of the countertop the customer mentioned is a general inspection of the crack, the surroundings of the damaged area, and to ensure that the area that is visible is approved to be repaired. Due to the location of the crack, it is possible that the interior inside corner radius of the affected area may not be fabricated per the manufacturer specifications; however, this cannot be proven, nor could this have been inspected, because the tile backsplash was flush against the countertop. In addition, we compared the repair photo our technician submitted with the photo submitted by the customer and the technician's repair photo shows a clean surface around the repair. The customer's complaint photo shows that looks like adhesive build-up on the repair and around the repair, which may be from re-caulking of the backsplash area or other unknown factors.Overall, we supplied the service that was requested. It is unfortunate that this particular area produced a new crack; however, the customer was satisfied with the original repair and stated the repair “actually looked pretty good considering the crack that was there.” Per the agreements of the Order Acknowledgement and Work Order, we completed the initial service that was requested, which was to complete an inconspicuous repair on the crack at the cost of $565. We would be happy to perform a repair on the new crack that has formed if the customer is willing to pay. I hope that this letter will clarify any concerns to both the Revdex.com and the customer. Do not hesitate to contact us with any questions in regard to this complaint.Please view the below photos that show the original crack (5/3/2016) and location in comparison to the new crack the customer submitted (7/18/2016). Although they may be seen deriving from the same area, the new crack actually veers in a different direction on the deck of the countertop. If you zoom in the photo, you can see that our crack repair is still intact. There is also what appears to be new caulking around the affected area in the photo the customer submitted on July 18. Original Photo From Customer: Around 5/3/2015 Repair Complaint Photo: 7/18/16As you can see, the repaired area completed on 5/26 is smooth and clean of any caulking or adhesive build-up. We are certain that our repair was and is successful, performed correctly, per our standards, and has not re-cracked or failed. The new crack that appeared is unfortunately caused by unknown factors that are out of our control.
Dear Revdex.com: We are sorry that the customer has rejected our response, but we do feel that we were clear with the customer. Not only do we cover these details with all of our customers over the phone, but we even send the customer an email with the order outlining the service and details of the service. The purpose of sending out the Order Acknowledgement to the customer via email is to create a more efficient process for the customer. We feel that this provides better customer service. We do not feel that we were unclear about the services when the details were discussed with [redacted]; however, if there had been some sort of misunderstanding, the document serves to communicate what was discussed with the customer. [redacted] has stated that we sent him a lengthy contract—again, the point of this document is efficiency. The document covers everything from the service itself, to the details of the service. The document also includes details that the deposit is non-refundable once a technician arrives on site, which is also discussed with the customer up front. We are confident that we covered everything with the customer, as we do with all of our customers. This system is set up so that we can avoid having to leave the site without finishing the agreed upon service. As stated in our previous letter, the deposit is taken in order to cover our costs for going out to the site. This deposit pays our technician for their time. Unfortunately, sending our technicians out to locations without the deposit is not an affordable option for our company. The customer hired us complete a refinish on the countertops and sink. We were not hired to provide any other service. Our intent was never to take advantage of the customer, as he has stated. When we are hired to do a job, we prefer to be able to complete the full scope of work. It does not benefit the customer, the technician, nor our company to go out to a location and not complete the project. Furthermore, it is not profitable for us to do so. [redacted] described our service as a “great bait and switch company for more money”. The customer decided not to proceed with this project, though we were ready and willing. To address the customer’s complaint, we do not list services that we are not hired to handle, we only list the services that we are hired to complete. We do not understand why the customer feels that we should list services that we are not hired for in the order—there are a lot of different types of repairs for countertops, and it would not be possible to list the services that are not being completed. We feel that it would only make sense to list the scope of work that we intend to complete. Hopefully this information will clear up any confusion. Thank you, Surface Link
Dear Representative of the Revdex.com: The following is a response to complaint #[redacted] that was submitted on 8/24/2016 regarding an [redacted] Warranty inspection that was completed on 8/5/2016. Surface Link is the Authorized Warranty Service Agent for [redacted] and we were authorized...
to send a certified technician to inspect this customer’s countertop for the manufacturer. Surface Link technicians are trained to not comment during their appointments; however, occasionally a situation will arise that is the equivalent of he said/he said. Regardless of any confusion or misunderstanding that occurred between the technician and the homeowner during the 8/5/2016 appointment, Surface Link is not authorized to approve a replacement of the customer’s island countertop under warranty and we recommend they contact [redacted]’ Warranty Department directly.