Initial Business Response /* (1000, 10, 2014/06/05) */
June 1, 2014
Case Number: [redacted]: Mr. [redacted]
We are in receipt of your May 30, 2014 letter notifying us of the complaint flied with the Revdex.com. This is the first notification we have received and have no records of receiving...
the 1st or 2nd notice.
Our response is that we complied with the terms and conditions of the signed contracts that the Owner and Superior Solid Surface signed with Home Depot on October 22, 2005. We informed the customer that the countertop was under the 10-year Manufacturer's warranty and not the 1-year installation Labor Warranty. We asked the Customer to follow the terms of the 2005 contract and to contact the manufacturer, Dupont. Also, in looking back at our records, it appears that the Customer phased the work and this may be the source of issue in question.
Thank you.
Sincerely,
[redacted]
Attachments
Consumer Response /* (3000, 18, 2014/06/23) */
I heard from [redacted] of Superior Solid Surface O/A 13 May 2014. She called stating that Superior Solid Surface wanted to schedule an appointment to do the repair/warranty work. I asked if she was responding because the Revdex.com had contacted them? She at first questioned if I had contacted Revdex.com. She stated Superior Solid Surface had not been contacted by the Revdex.com. She at this time seemed overeager to schedule a repair/warranty work. I stated what I wanted from Superior Solid Surface was, in writing, what she had originally stated, that they were not interested in doing any repair/warranty work.
I told [redacted] that I had contacted Dupont and already had a repair/warranty work appointment scheduled. She asked again if I still wanted Superior Solid Surface to do the work. I told her no. She then stated that there was nothing more to discuss or do and hung up.
When I contacted Dupont about my split/cracked Corian countertop they recommend I use [redacted] to do the warranty work and not use Superior Solid Surface. [redacted] came out and did the repair. They stated that the split/crack was due to the improper installation of the Corian countertop by Superior Solid Surface. Had they done a proper installation, there would have been no split seam. The repair workman then stated he repaired the split in the Corian as best he could, but in order to fix the installation error by Superior Solid Surface the full backsplash and cabinets would have to be removed. As a result, the granite backsplash would most likely be broken during removal.
Initial Business Response /* (1000, 10, 2014/06/05) */
June 1, 2014
Case Number: [redacted]: Mr. [redacted]
We are in receipt of your May 30, 2014 letter notifying us of the complaint flied with the Revdex.com. This is the first notification we have received and have no records of receiving...
the 1st or 2nd notice.
Our response is that we complied with the terms and conditions of the signed contracts that the Owner and Superior Solid Surface signed with Home Depot on October 22, 2005. We informed the customer that the countertop was under the 10-year Manufacturer's warranty and not the 1-year installation Labor Warranty. We asked the Customer to follow the terms of the 2005 contract and to contact the manufacturer, Dupont. Also, in looking back at our records, it appears that the Customer phased the work and this may be the source of issue in question.
Thank you.
Sincerely,
[redacted]
Attachments
Consumer Response /* (3000, 18, 2014/06/23) */
I heard from [redacted] of Superior Solid Surface O/A 13 May 2014. She called stating that Superior Solid Surface wanted to schedule an appointment to do the repair/warranty work. I asked if she was responding because the Revdex.com had contacted them? She at first questioned if I had contacted Revdex.com. She stated Superior Solid Surface had not been contacted by the Revdex.com. She at this time seemed overeager to schedule a repair/warranty work. I stated what I wanted from Superior Solid Surface was, in writing, what she had originally stated, that they were not interested in doing any repair/warranty work.
I told [redacted] that I had contacted Dupont and already had a repair/warranty work appointment scheduled. She asked again if I still wanted Superior Solid Surface to do the work. I told her no. She then stated that there was nothing more to discuss or do and hung up.
When I contacted Dupont about my split/cracked Corian countertop they recommend I use [redacted] to do the warranty work and not use Superior Solid Surface. [redacted] came out and did the repair. They stated that the split/crack was due to the improper installation of the Corian countertop by Superior Solid Surface. Had they done a proper installation, there would have been no split seam. The repair workman then stated he repaired the split in the Corian as best he could, but in order to fix the installation error by Superior Solid Surface the full backsplash and cabinets would have to be removed. As a result, the granite backsplash would most likely be broken during removal.