Plastic Specialties, Inc.

This final response is from the other owner of Plastic Specialties Inc, MrBen R***, who was one of the individuals that went with our Salesperson Cody to the job when the wicked pour house called to complain about our countertops and our installation.This is from Ben R*** , the General Manager and other owner of Plastic Specialties Inc.And I quote " As I mentioned to Kelly, I went with Cody K*** to look at the problem, Gina was not there to meet us.(she was the one that set up this appointment and she wasn't there) We waited for approxto minutes, while waiting we were talking with the lady bar tender. She pulled a rubber drink mat from the sink and barely whiped it off and set it right on top of the seam and she said" maybe I shouldn't put this there" end of quote. I (Ben) explained to her that the water under the mat would never dry and that is what had caused the seam to fail. Not our fabrication or installation. That much water on any seam would fail. In regards to the seams on the other tops, it did not appear they mixed or had the rubber drink mat sitting on top of those seams.We have always had disclaimers (see attached) that we cannot warranty water damage or heat damage. *** called me (Ben) later in the afternoon very upset and told me that they always completely dried the mat off before setting it on the seam (that is not what the lady bar tender did the day we were there). I tried to explain to *** about our glues, he didnt want to hear anything that I was saying and he just kept yelling and talking over me and then he said "If I wasn't fixing it then he would turn me over to the Revdex.com." end of ***'s quote He was absolutley furious and I could not get a word in to try to talk with him. (I have a witness to this phone conversation, I had another salesperson in the truck with me)Sincerely,Ben R***Plastic Specialties Inc801-746-

To Whom It May Concern; *** *** with the *** *** *** came into our place of business the first of December and wanted a salesman to give her a bid on some counter tops for the *** *** ***. That salesperson was Cody. He went and measured
and gave *** a bid and went over all the details with her and discussed that because of the length of the counter top (181") that there would need to be a seam in the counterShe said okay. The material only comes 12' (144") longA down payment of $(A deposit is required on all customers who do not have an open account) was given by the *** *** *** and the job was processed on 12/9/2015. Our company fabricated the counter tops and one of our veteran installers and his helper installed the counter tops on 12/18/2015. The counter tops were built and installed correctly. The "seam" area was put together with Titebond III water resistant wood glue (it is what we use on all our seams and what we have used for 30+ years). The balance of the job ($438.00) was paid by the *** *** *** on 1/4/16.*** called into the office on 5/13/to report the seam problem, Cody was not in the office at that time. She left a message for Cody to call her. Cody called her on 5/17/and during that phone call Cody said he would come by and take a look at the counter tops, *** said for him to come by either Thursday May 19th or Friday May 20th, she said anytime after 11:00am.Cody and our companies General Manager, Ben went to the *** *** *** on Thursday May 19th at 11:30am, *** was not there. They waited, she still did not show up for the scheduled appointment. The lady that was working showed Ben and Cody the counter top. At that time the lady was working and she took a rubber drink mat out of the water filled sink and half way dried the mat off and then she said "maybe I shouldn't put this mat on the seam." She also said "I should move it over" and then she replied that she would keep the mat to the sides of the seam and Ben said" any remaining water on the bottom of the mat would not dry without removing the mat from the counter top and moisture would always be on the seam"*** (we are assuming he is the owner of the *** *** ***) called Ben 5/19/at 2:19pm and said "that he was not happy and that they always dry the rubber mat completely off before setting it on the seam"And that "it was clearly our (Plastic Specialties) fault and that we didn't seal the seam correctly". Ben politely tried to explain that we use the best wood glue that you can buy, but *** did not want to hear anything that Ben had to say and would just talk over Ben who was trying to explain and talk to ***. *** went on to say "that he knew that it was our fault and if we weren't going to fix it that he would contact the Revdex.com. He (***) gave us no option to even discuss anything. He was just furious and would not let Ben talkPlastic Specialties stands that the seam damage is caused by customer neglect and water damage. We fill that our seam was installed and sealed correctly.Sincerely,Plastic Specialties, Inc.###-###-####

Complaint: [redacted]
I am rejecting this response because:Plastic Specialties representative Cody came to wicked pour house to do the original survey and estimate. He mentioned at that time that our existing counter top that had been in the building for many previous years had been built by them at plastic specialties. He said that he could tell that it was their workmanship and was visibly different than any other company's construction.  The new countertop was made to match the existing counter top in design and color. We have used the new countertop in the same manner and capacity as the existing counter top built by plastic Specialties  many years ago. The existing counter top does not have and swelling defects at the seams even after many years of the same use. We feel that if the construction and installation had been done properly (the same as the existing counter tops built by plastic specialties as admitted by their own employee Cody) we would not have the swelling/separation damage after only 6 months of use. In regards to plastic Specialties remarks that they were willing to make some kind of arrangement, we absolutely disagree. From the first time they came to look at the damage they have always stood firm that the damage was from neglect. This is untrue. We have used both the old and the new countertops made by plastic specialties in the exatly the same manner and exposure. Yet there is severe damage to the new countertop at the seam but no damage on the old countertop at any of the seams ( and there are many more seams on the old counter top)There were never any suggested arrangements or attempts to work anything out. No options were offered  We would have been open to discussing possible solutions but plastic specialties representatives have simply refused to do anything to resolve this issue  
Sincerely,
[redacted]