Serra Development LLC

We stand behind our work We have no record of any phone call email or text to months after installationThe customer should have contact us immediately if there's any issues within the first six monthsWe do not advertise or warrant any work after monthsWe cannot control settling
up at home or any water issues on countertops that could affect any grout or caulking It is very common for backsplash to countertop seems to have cracks after a couple of years We would be happy to run a bead of caulk between the backsplash and countertop for this customerWe currently are working in the Spokan area for the next three months We will make attempts to contact our sub contractor that did the work and see if they can get a hold of the customerThe customer would need to pay for any materials and labor for this repair Since it is been more than months

Complaint: ***
I am rejecting this response because:Invoking lapsed warranty is a moot pointThis is an installation issue from the very start of the work (using grout instead of silicone caulk) since it was not done according to industry standards, namely: "ANSI - American National Standard Specifications For the Installation of Ceramic Tile" As I mentioned in first letter, these standards recommend using silicone caulk at expansion joints (which is the case here: between the countertop and backsplash) for the very reason to account for movements between two different substrates (backsplash and countertop) including movements caused by settling of the homeTherefore, arguing that "We cannot control settling up at home" is a moot point as well and it is only another way to defer taking responsibility for a installation error (i.enot using silicone caulk from the begin with, which WOULD have accounted for movements related to settling of the home)Suggesting that this is a matter of "water issues on countertops that could affect any grout or caulking" is another erroneous statement because the grout line which has been cracking and falling apart is not at the counter level nor exposed to water nor in a bathroom (see attached picture).Deflecting this issue to warranty verbiage (which was not even disclosed/provided at the time of the work) and ignoring industry standards during installation process is NOT an example of "standing behind our work" as the business states, and it speaks volumes to potential future customers. P.SThe business actually stated in their estimate dated 10/01/that, I quote: "All work to be completed in a competent manner according to standard practices"Obviously, as I mentioned above that did not happenMoreover, they did not even disclose the warranty terms at the beginning of work nor at the end of work which again speaks volumes about how they do business
Sincerely,
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