Rockfab

Review: Approximately 5 years ago my wife and I purchased granite countertops from Rockfab. As part of the installation, Rockfab also installed an undermount sink. The sink is retained in place by two metal brackets. One of the brackets was never installed properly. As a result, the sink detached. I have called both the store and the service manager. The service manager was abrupt and unprofessional on the phone and quoted a service charge of $350.00 to be payed before any work was completed. The store receptionist was courteous and indicated that my information will be passed to the store owner, but no resolution was offered nor have I been contacted further.Desired Settlement: Reinstall the sink properly at no charge.

Business

Response:

We offer a one (1) year warranty on all of our products. A granite kitchen installed five (5) years ago is NO longer covered by warranty. Since 1996 we have installed literally thousands of undermount sinks in granite countertops and over one million square feet of premium Granite countertops in Southwest VA. Our experience is that IF a sink will fail, it usually happens within the warranty period. Usually a sink falling after five (5) years is due to (possibly) several factors. Three (3) of these factors are as follows: (1) A new (replacement) disposal was installed improperly causing undue strain on sink bowl (2) A heavy weight was dropped into sink bowl causing failure. (3) A person stood in sink bowl to paint above or change a light bulb or fixture. There is NO way to know exactly what happened to cause the sink to drop, but it is my opinion that there was some single or multiple events that indeed caused it. Mr Thompson offered to repair the sink at a VERY reasonable price. It's a job that (when done correctly) takes a while to perform. And there is approximately 2-3 hours total travel time involved to make the repair. To have a NON-WARRENTY (four years past the warranty) repair done for free of charge, is just not done. I consider the complaint non-legitimate given the time-frame past the warranty period. HOWEVER, Rockfab would be happy to repair this sink for a reasonable fee, that has already been quoted the customer.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.None of the potential causes for failure mentioned by the installer are correct. Firstly, the sink was never replaced. It is the original sink installed by Rockfab. Secondly, the sink is fastened to the underside of the counter by a metal bracket which is in turn supported by the wood cabinet. The sink is not supported by the countertop directly. If the sink would have been overloaded, the bracket would have bent or broken or the cabinet would have broken. Neither is the case here. The bracket is simply loose since it was never tightened in the first place. The left side of the sink was tightened, the right side was not. The fact that the sink did not fail in the first year is testament to the quality of the adhesive and the fact that the sink was not overloaded, ever. The bracket had no reason to loosen by itself. It is not a moving part. It's stationary. While I understand Rockfab has a one year warranty, I hoped that since it was an installation mistake they would take the time to correct it. This is not unlike an automotive manufacturer performing repairs on cars outside warranty under specific recalls. Regards,[redacted]

We recently used Rockfab for the second time. The granite they provided was fine, the plumbing was our problem. Their plumber failed to install a part that made the soap dispenser issuable. The part was probably thrown out with the packaging. Even though it was their plumber, they told us it was our problem to fix because we did not purchase the sink from Rockfab. Our job was almost $3000.00. For a small plastic part that did not cost even $5.00 they have lost our goodwill and future business.