Nokomis Cleaners

Thank you for bringing this to my attentionI have carefully reviewed this matter and interviewed all personnel with knowledgeThese are my findings.First, please understand that the [redacted] made thier purchase from [redacted] Five Star is a subcontractor to [redacted] for the fabrication and installation of the countertops and [redacted] is the material supplierThis is important because each party has their specific responsibilities and all act as a team, with the goal of supplying quality home installations of high quality products.Here is a brief overview of this project:• 4/14/Countertops installed• 1/20/Ms [redacted] called our office complaining of a dull spot on her countertop, saying she had followed online directions to remove a marked area on her tops but it had dulled the area she tried to clean.• 1/24/Five Star made arrangements to visit the [redacted] home for an evaluation on 2/10/2017.• 2/10/E***uation done and paperwork was subsequently submitted to ***, the materials supplier.• 3/09/ [redacted] requested additional pictures of the problem area.• 3/21/Denial of claim received from [redacted] with the following email.• Our Stone Manager, ***, was not able to return Ms [redacted] phone call on April 4, but tried times on April with no response.• See the attachment for the highlighted information from the [redacted] website( [redacted] .com)• See the attachment for a more complete timeline of events.More Complete Timeline for [redacted] ProjectInitial contact: 1/20? ? ? ? ? 1/20- [redacted] received a phone call from the customer stating customer got on the website and read that she could clean tops with Magic Eraser? When she used it made a dull spotShe said it was hard to take a picture because light has to be shining on it just right? She would like someone to come and take a look and talk to her about a warranty claim? [redacted] will be best to do this [redacted] said? She emailed [redacted] and ***? This was a Friday PM (4:42)? ? 1/23- [redacted] sent a picture to [redacted] and [redacted] on where the square mark is on the counter(10:55)? ? 1/23- [redacted] called and the phone was busy will try again later.(3:58)? ? 1/23- [redacted] left a message with warranty info and to call me back if any questions? (4:06)? ? 1/24- [redacted] called the customer to see if [redacted] could come out and do an evaluation? She couldn't do earlier time we allotted for her so we scheduled for 2/? Arrival 9-(12:34)? ? 2/10- [redacted] sent pictures to [redacted] of mark on the countertopDate Warranty sent in: 2/14? ? 2/14- [redacted] emailed warranty claim to ***? He let Mrs [redacted] know that this claim would have to be submitted before any other action would be taken (9:15)? ? 3/3- ? We checked the claim and it had not been evaluated yet(3:49)? ? 3/9- ? [redacted] called Mrs[redacted] to see if we could get any better pictures than what [redacted] took? It has to do with the time of day that it is more noticeable? She told [redacted] she was going to take some pictures this weekend? (8:56)? ? 3/17- [redacted] sent more pictures to [redacted] for warranty? There weren't enough photos, so it was certain the claim was going to be denied with the pictures we had so far? ? Date Warranty Received back: 3/21? ? ? 3/21- [redacted] called Mrs [redacted] and left a message to call her back on the denial letter(5:04)? ? ? 3/23- Mrs? [redacted] called me back and is not happy with the result? She wants this fixed, the shine put back on and rectified she told [redacted] ? She wants to speak to the manager ***? [redacted] told Mrsthat he is on vacation and will call her when he gets back.? ? 4/4- PM- spoke with Mrs? [redacted] and she wanted to speak to ***? Transferred to [redacted] where she left him a message of if we didn't replace her top she was going to report us to the Revdex.com.? ? ? 4/5- [redacted] called three times and left a message? He also relayed all information to [redacted] on this dateNever got a response

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company (Five Star Fab & Fixture) is not taking any ownership for the installation issues which a chemical that was used during the install damaged the countertop We find this unacceptable The attachment they have provided with this claim is from *** not Five Star

Thank you for bringing this to my attentionI have carefully reviewed this matter and interviewed all personnel with knowledgeThese are my findings.First, please understand that the *** made thier purchase from *** *** ***Five Star is a subcontractor to *** for the fabrication and
installation of the countertops and *** *** is the material supplierThis is important because each party has their specific responsibilities and all act as a team, with the goal of supplying quality home installations of high quality products.Here is a brief overview of this project:• 4/14/Countertops installed• 1/20/Ms*** called our office complaining of a dull spot on her countertop, saying she had followed online directions to remove a marked area on her tops but it had dulled the area she tried to clean.• 1/24/Five Star made arrangements to visit the *** home for an evaluation on 2/10/2017.• 2/10/E***uation done and paperwork was subsequently submitted to ***, the materials supplier.• 3/09/*** requested additional pictures of the problem area.• 3/21/Denial of claim received from *** with the following email.• Our Stone Manager, ***, was not able to return Ms*** phone call on April 4, but tried times on April with no response.• See the attachment for the highlighted information from the *** *** website(***.com)• See the attachment for a more complete timeline of events.More Complete Timeline for *** *** ProjectInitial contact: 1/20 1/20- *** *** received a phone call from the customer stating customer got on the website and read that she could clean tops with Magic Eraser When she used it made a dull spotShe said it was hard to take a picture because light has to be shining on it just right She would like someone to come and take a look and talk to her about a warranty claim *** will be best to do this *** said She emailed *** and *** This was a Friday PM (4:42) 1/23-*** sent a picture to *** and *** on where the square mark is on the counter(10:55) 1/23- *** called and the phone was busy will try again later.(3:58) 1/23- *** left a message with warranty info and to call me back if any questions (4:06) 1/24- *** called the customer to see if *** could come out and do an evaluation She couldn't do earlier time we allotted for her so we scheduled for 2/ Arrival 9-(12:34) 2/10- *** *** sent pictures to *** of mark on the countertopDate Warranty sent in: 2/14 2/14- *** emailed warranty claim to *** He let Mrs*** know that this claim would have to be submitted before any other action would be taken (9:15) 3/3- We checked the claim and it had not been evaluated yet(3:49) 3/9- *** called Mrs.*** to see if we could get any better pictures than what *** took It has to do with the time of day that it is more noticeable She told *** she was going to take some pictures this weekend (8:56) 3/17- *** sent more pictures to *** for warranty There weren't enough photos, so it was certain the claim was going to be denied with the pictures we had so far Date Warranty Received back: 3/21 3/21- *** called Mrs*** and left a message to call her back on the denial letter(5:04) 3/23- Mrs *** called me back and is not happy with the result She wants this fixed, the shine put back on and rectified she told *** She wants to speak to the manager *** *** told Mrsthat he is on vacation and will call her when he gets back. 4/4- PM- spoke with Mrs *** and she wanted to speak to *** Transferred to *** where she left him a message of if we didn't replace her top she was going to report us to the Revdex.com. 4/5- *** called three times and left a message He also relayed all information to *** on this dateNever got a response