Springfield Marble & Granite

Review: Following a kitchen renovation completed by Springfield Marble and Granite with multiple issues (we can elaborate on these issues, which were also documented and provided to Springfield Marble) we continued to experience multiple issues related to the renovation. We contracted with Springfield Marble and Granite to handle the entirety of the renovation and also purchased our cabinets, tile and granite through Springfield Marble and Granite.

The key issue of concern is related to the cabinets. We believe that the cabinets installed were defective due to the issues we experienced. We documented our concerns with photos and we brought this to the attention of Springfield Marble and Granite. After much delay and continual follow-up with them, they did acknowledge the issues and made an attempt to address some of the issues with replacement doors for some of the cabinets. This process took a long time and much follow up on our part. We identified two separate issues with our cabinet doors and trim: 1) the issue of fissures opening up and running down the length of the cabinet face of at least 5 doors, 3 of which were replaced and 2) the issue of excessive wear-and-tear of what is predominantly the corners of cabinet doors and trim but in several cases has also occurred on the cabinet faces. These issues were identified after initial installation where many of our cabinet doors and pieces of decorative trim came out of the box (OOTB) with scratches and scuffs that were touched-up by Springfield Marble. To this day, these areas are clearly visible. Springfield Marble did bring in the cabinet manufacturer to review the situation and they indicated that the issues were not covered by warranty but did not provide a clear explanation as to why not. They did not provide any justification for why they were not covered nor any explanation for the problems at hand (fissuring and unexpected excessive wear/tear). They did not address any of the concerns we raised or explain why we experienced these issue not long after installation.

Subsequently, again after repeated attempts to follow up with Springfield Marble, Springfield Marble offered to sell us new cabinet doors, but we do not believe we should have to re-purchase cabinets when they have not sufficiently addressed the issue.

A second issue of concern is related to the tile floor in the kitchen. The floor creeks in a specific area and we have experienced cracking in multiple tiles in the floor. Two employees of Springfield Marble and Granite indicated that these issues were likely related to issues with the sub-flooring and could possibly be due to not properly installing a sub-floor. We discussed this with Springfield Marble and Granite and they indicated they would resolve the issue by possibly replacing the floor. When we tried to follow up to schedule a repair, Springfield Marble and Granite were not responsive.Desired Settlement: We are interested in resolving the issue related to the cabinets and the floor.

Business

Response:

[redacted],

Hello, my name is [redacted], I work for Springfield Marble and Granite; I was the one who was working with the customer concerning the staining issue on the cabinet doors. I called [redacted] Cabinetry several times and sent several emails to escalate the staining issue but to no avail, [redacted] still would not honor their warranty due to wear and tear. Please read below concerning our response to complaint number [redacted].

We sent pictures of the cabinet doors with the staining problem and a sample door from one of the base cabinets to our Sales Representative from [redacted] Cabinetry and [redacted] Cabinetry in September of 2011. [redacted] determined that they would not honor their warranty because of wear and tear. [redacted] sent the customer a letter explaining why the warranty was not honored. The cabinet doors listed below were the cabinet doors that had the finish problems and I have included the email my Sales Representative sent to me concerning [redacted]’s decision.

Cabinet Doors:

[redacted] – Finish is coming off corner of door - see picture file labeled [redacted]

[redacted] - Finish is coming off corner of left and right door - see picture file labeled [redacted] LEFT DOOR & [redacted] RIGHT DOOR.

[redacted] - Finish is coming off corner of left and right door - see picture file labeled [redacted] LEFT DOOR & [redacted] RIGHT DOOR.

[redacted] - Finish is coming off on right door - see picture file labeled [redacted] RIGHT DOOR.

[redacted] – finish coming off on drawer front - see picture file labeled [redacted] DRAWER FRONT

[redacted] – Finish is coming off door – see picture file labeled [redacted].

[redacted] – Finish is coming off draw front – see picture file labeled [redacted]

[redacted] – Finish is coming off left door – see picture file labeled [redacted] LEFT DOOR

Email from Sale Representative:

“Here is the response I received from [redacted].

The door sent by [redacted] Marble along with all photos submitted were reviewed by our Finishing manager and determined to be wear & tear.

The issues shown on the sample and in the pictures (nicks, dings, scratches, corner scuffs, finish scraped off sharp profile edges) are all indicative of normal wear & tear on cabinetry of that age (4yrs).

These types of issues can also occur during shipping; however, notification of the issue would have to have been received within 90 days of delivery to qualify for replacement.

The installation process may also account for some of the minor dings/dents/scrapes but damage done after receipt does not qualify for warranty replacement. A copy of the warranty is attached for the homeowner.”

After the customer received the letter from [redacted], she was not happy with their decision. After talking to the customer, I called our Sales Representative and asked him to come to the customer house. He agreed to come. We arranged with the customer to come to her house on July 6, 2012. He told the customer he would resubmit their warranty issue but he could not guarantee that the cabinet manufacture would change their decision. The [redacted] Rep told her that he could possibly have the doors touched up but she wanted all the doors re-stained, so the colors would match. The Cabinet Rep told her that this would not be an option. Knowing that the customer would have to pay for the doors I asked [redacted] to split the cost of the doors. [redacted] again told me they would not help with cost.

The customer also had a problem with the tile floor that we installed. The problem with the floor was pointed out to us after [redacted] told the customer they would not replaced the doors. I went to her home again around October of 2012 with one of our contractors to look at the floor. We saw about 10 tiles that were cracked and I told her I would talk to my boss and get back with her about what will happen. After speaking with my boss, I sent the customer an email indicating that we would replace the cracked tiles free of charge and the cabinet doors we would charge her cost only. Please see below the email I sent her on January 24, 2013.

“As you know, [redacted] determined the finish problem for the cabinet doors was due to wear and tear and denied the warranty claim. We had our cabinet representative escalate your claim as high as he could go and [redacted] did not budge from their decision. I spoke with [redacted] concerning the doors and asked what Springfield Marble & Granite can do to fix the finish problem with the cabinet doors and the cracked tiles on the kitchen floor. He told me that Springfield Marble & Granite could offer you the following:

1. The flooring problem – Springfield Marble & Granite will fix the tiles that are cracking. There will be no charge to you for the materials and labor.

2. The cabinet doors – 2 different options [redacted] told me that Springfield Marble & Granite would do.

a. Option 1 – Springfield Marble & Granite can sell you the cabinet doors at cost and no charge for labor. The cost of the doors is $1061.00. Please see below for the following cabinet doors to replace.

- [redacted] – Replace door.

- [redacted] - Replace left and right door.

- [redacted] – Replace left and right door.

- [redacted] - Replace right door.

- [redacted] – Replace right and left door and replace drawer front.

- [redacted] – Replace Door.

- [redacted] – Replace Drawer Front.

- SO[redacted] – Right door.

- [redacted] – left door.

b. Option 2 – Springfield Marble & Granite will refinish problem areas on above doors free of charge

3. In addition, any other repairs that need to done that is not listed above we can give you an estimate to fix.”

The customer wanted us to replace the whole floor and the cabinet doors free of charge. We indicated to her that we would not replace the whole floor but we will replace only the cracked tiles and she would have to pay the cost of the cabinet doors. We had not heard from her until now when got your initial email. We feel that we did everything possible to rectify this problem within reason. I escalated the cabinet door problem as far as I could with [redacted] Cabinetry. We as a company always strive to be the best in our industry. We want to rectify this problem and give this customer a kitchen they can enjoy but within reason. We want to work out a solution to this problem

Project Manager/Kitchen Designer

Springfield Marble & Granite

Phone: ###-###-####

Consumer

Response:

[To assist us in bringing this [redacted]er 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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Dear **. [redacted],