Dear Representative of Revdex.com:We are writing in response to complaint #***The customer had given us several reasons as to why he was unhappy with
the serviceI will begin by describing the situation from our position:
The customer contacted Surface Link to
repair a seam separation on their granite countertop and to reattach a fallen stainless steel sinkMr*** submitted photos of the seam and sink to our estimator for review and our estimator provided Mr*** a free consultation on the project. Mr*** was notified that the repair would be not be invisible.The customer agreed to the terms brought forth to him in what is called an Order Acknowledgement, which outlined the scope of work and the tasks Surface Link is proposed to perform on the day of the appointmentDuring the initial conversation, the customer did not mention a chip on
their granite, as he stated in his complaint, which is the reason why our certified technician was not authorized to perform that repairOur certified technician was authorized to perform the following services, which are stated in Order Acknowledgement provided to the customer for approval:"Scope of Work: Repair seam separation through front deckGranite seams are not invisibleReattach fallen sinkCustomer will disconnect the plumbing and remove sink before technician arrivesTechnician will clean flange, mounting area and then reattach the sinkReuse existing supports, if possibleAdd additional support where necessary and possibleCustomer will reconnect plumbing." The customer approved of the above and we ran the deposit or initial payment of $Our certified technician scheduled the appointment date for the repair of the seam separation and the reattachment of the sink on 11/9/While on site, our certified technician stated that the sink cabinet was rotted due to water damage, and the sink cabinet was too tight, which made it difficult to shim and level out the seam, which was located at the front of the sinkHowever, the repair of the seam was completed and within the parameters of the Order Acknowledgement, which stated the following: "The repair will be both structural and aestheticStructurally, the issue will be permanently bonded at the time of the repairWe will also treat the issue aesthetically making the area smooth and inconspicuousIt is important to note that if there is a height variance between the two slabs, it cannot be corrected during a repairAdditionally, seams in quartz and granite area visible and will remain visible upon completion of the repair."The sink was reattached within the scope of work, which was a difficult task, due to the unforeseeable issues - the cabinet was rotted and too tightThese two issues made it nearly impossible to mount the sink with clips; however, the technician installed the clips where he could and also completed the reattachment of the sink within the parameters of the Order AcknowledgementOur technician came prepared to complete the task he was assigned, and
because issues arose that he could not foresee, he attempted to the best
work possible with the resources availableThe materials borrowed from the customer was a response to the unanticipated cabinet issues and were not things generally required for this scope of work.The customer contacted us on 11/11/with the complaint that he was not satisfied with the unevenness of the seam repairBoth our project manager and accountant explained to the customer the reasons why the seam could not be repaired to an even level and why we are unable to refund the customer were because cabinet issues, which is out of our control.As a courtesy, we sent our certified technician back to the customer's home to address the issues free of chargeThe remaining balance $was charged to the customer's credit card, as our technician completed the repairs within the parameters of the Order AcknowledgementThe amount that was charged up to this point was for the
work originally quoted and completed, and is not advanced payment for the re-visit
Overall, we supplied the service that was requestedThe
sink was reattached and the seam was repaired, which falls within the terms and conditions to
which the customer agreed upon in the Order AcknowledgementIn addition, we
would like to mention that Mrs*** signed the Completion Notice on the day
the repairs were completed, which was on the appointment date (11/9/15)
The Completion Notice states
the following: "All projects performed by Surface Link will be completed
in accordance with the manufacturers' guidelines and specifications; however,
countertop/repair material and adhesive cannot be warranted against future
cracking or failureFurthermore, please understand that the repairs being made
to your countertop are not guaranteed to be invisible, and that this visibility
may include seam lines, color variation in material and/or the finish of the
repaired areaBy signing below, I understand the terms and conditions as
described above and acknowledge that the scope of work outlines has been
completed to my satisfaction." By signing the Completion Notice, the customer acknowledged that the scope of
work was completed to the customer's satisfactionThis documentation can be provided upon
request
At this time, we are not issuing a refund to the customerWe hope that this
letter will clarify any concerns to both the Revdex.com and the customerDo not
hesitate to contact us with any questions in regard to this complaint
Thank you, Surface Link
Surface link was unable to complete my counter repair properlyThey made the crack in our counter look worse and they would not refund our depositThe employees were rude and not willing to work on this issueCalls and emails went unansweredEmployees would not transfer me managementI now am out the deposit money and have to have a new company repair the crackThey started the job and it looks horribleIf they never started the job it would have been ok to keep my deposit but they did it and it’s worse
I'd had a very heavy weight fall on my countertop that resulted on multiple cracks breaking away from the impact pointI'd called two companies to repair the damageOne company never called me back (they installed the countertop originally)Surface Link got back to me relatively quickly; we exchanged e-mails & pictures and I was given an estimateThe technician called me to make an appointment for the next weekHe was on time, very professional, said he hadn't seen a countertop as beat up as this one in a long time so that gave me some pauseWhen he was finished with the entire process, he had me inspect it and I was stunned by how 'original' it looked! Only he and I would be able to tell where the cracks were because we knew ahead of time but, I'm very artistically inclined and very critical of poor workThis was phenomenal! The technician is a very talented craftsman and I wouldn't hesitate to recommend Surface Link to anyoneEveryone involved in the process was very helpful and professional,
I can recommend Surface Link Corporation quite highlyThe silicone adhesive in my waCorian shower was deteriorating, falling out, and Surface Link sent me a technician to repair it -this year old shower pan now looks new again and should last a lifetimeThe process of making the appointment involved several calls from courteous and conscientious people and the technician who did the work was pleasant, polite and efficient
We had a sink ready to fall from the granite counter I called several companies that considered it a "small job" and could not give me a date for at least weeks I called Meredith at Surface Link and she was very professional and understood the urgency of the repair Her technician was in our home with work days I would highly recommend Surface Link
From the first phone call to Meredith at Surface Link until the gentleman came to fix our countertop, I was very pleased with the service we received Meredith was very knowledgeable and the man (Dan) who fixed the counter was very personable and very professional and did an excellent job Very satisfied with ALL of the service we received Would definitely use their services again
I'd had a very heavy weight fall on my countertop that resulted on multiple cracks breaking away from the impact pointI'd called two companies to repair the damageOne company never called me back (they installed the countertop originally)Surface Link got back to me relatively quickly; we exchanged e-mails & pictures and I was given an estimateThe technician called me to make an appointment for the next weekHe was on time, very professional, said he hadn't seen a countertop as beat up as this one in a long time so that gave me some pauseWhen he was finished with the entire process, he had me inspect it and I was stunned by how 'original' it looked! Only he and I would be able to tell where the cracks were because we knew ahead of time but, I'm very artistically inclined and very critical of poor workThis was phenomenal! The technician is a very talented craftsman and I wouldn't hesitate to recommend Surface Link to anyoneEveryone involved in the process was very helpful and professional,
On August 12th, we contracted with this company to repair our *** countertop within our *** ***'s location The information we provided was accurate and correct to the best of our knowledge It took a full month for them to dispatch a technician to visit and "assess" the location Once their technician arrived, he took pictures and indicated that they can't complete the project we contracted to do
I can recommend Surface Link Corporation quite highlyThe silicone adhesive in my waCorian shower was deteriorating, falling out, and Surface Link sent me a technician to repair it -this year old shower pan now looks new again and should last a lifetimeThe process of making the appointment involved several calls from courteous and conscientious people and the technician who did the work was pleasant, polite and efficient
We had a sink ready to fall from the granite counter I called several companies that considered it a "small job" and could not give me a date for at least weeks I called Meredith at Surface Link and she was very professional and understood the urgency of the repair Her technician was in our home with work days I would highly recommend Surface Link
I called the company *** because I had a crack in my counter top that continued to grow as the years went by I did not have the countertops installed, the previous owner did *** referred me to Surface Link to do the repair work I called Surface Link and they requested I send over several pictures of the crack I complied and they came back with a price of $to complete the work of getting rid of the crack They warned me that the color could be off due to the counter tops being over yrs old and out of warranty I was/am fine with that as long as the crack was fixed In May Surface Link came out and performed the repair to specifications Just as they said the color was a little off but I was happy with the work
Approximately months later I decide to show someone the work that had been done and noticed that the crack had started again I immediately contacted surface link to let them know what happened The first person I spoke with was Kristin D*
We are not satisfied with the work done at my moms houseRefuse to refund or fix the issue.Sad they have to take advantage of year old women that put out so much moneyShe can’t afford to get it fixedThey have made comments they will follow up and don’t
We had a sink ready to fall from the granite counter I called several companies that considered it a "small job" and could not give me a date for at least weeks I called Meredith at Surface Link and she was very professional and understood the urgency of the repair Her technician was in our home with work days I would highly recommend Surface Link
After several months of going between the point of purchase (*** *** assoc*** *** ***) and the installer about cracks and gaps along the Island edges of our solid surface top, SurfaceLink sent out their "Certified Technician" (per his business card) Jeff B*** @ ###-###-####Jeff looked at the Island and stated, "it was bad fabrication" and as the joints/cracks are on approx20% of the edge and he stated "if they can get it right on most of the top they should be able to get it right on all of the counter", then Jeff said "they will just have to REPLACE the Island with on that is fabricated properly"
A week later I receive an email from SurfaceLink, through their claims dept** ***s Warranty (claim #***) that they are denying the claim
I also want to state that we have master and half bath counters, two long side kitchen counters of the exact same material and installed at the same time, by same company (the home was a new build) and there are no
After receiving a brand new quartz countertop with damage to the finish, I was advised by the fabricators to create a claim with Warranty Company for ** ***This company is Surfacelink I opened a claim on July 17thAn appointment was supposed to be set within business days After multiple documented phone calls with Rep Holy and Rep Kristen, I was advised over and over, that they do not have a tech in my area to handle the claim If this is the case, then how can SurfaceLink represent itself as the Warranty Company for ** *** Quartz Countertop I am still calling them, but even though Rep Kristen told me she was speaking with the CEO of SurfaceLink, there has been zero action taken on this claim
Surface link was unable to complete my counter repair properlyThey made the crack in our counter look worse and they would not refund our depositThe employees were rude and not willing to work on this issueCalls and emails went unansweredEmployees would not transfer me managementI now am out the deposit money and have to have a new company repair the crackThey started the job and it looks horribleIf they never started the job it would have been ok to keep my deposit but they did it and it’s worse
The original company that installed my countertop was not responsive whatsoever with a seam problem I was having with my quartz countertopI had been trying for a year to get them to come back to my house to take care of the problem but they wouldn'tI contacted SurfaceLink regarding the problem and within a day they got back to meI was very pleased with the quick response from Meredith and Molly! Dan, our SurfaceLink technician, did an excellent job! He was friendly and professional and I would highly recommend him and SurfaceLinkThank you!
From the first phone call to Meredith at Surface Link until the gentleman came to fix our countertop, I was very pleased with the service we received Meredith was very knowledgeable and the man (Dan) who fixed the counter was very personable and very professional and did an excellent job Very satisfied with ALL of the service we received Would definitely use their services again
Dear Representative of Revdex.com:We are writing in response to complaint #***The customer had given us several reasons as to why he was unhappy with
the serviceI will begin by describing the situation from our position:
The customer contacted Surface Link to
repair a seam separation on their granite countertop and to reattach a fallen stainless steel sinkMr*** submitted photos of the seam and sink to our estimator for review and our estimator provided Mr*** a free consultation on the project. Mr*** was notified that the repair would be not be invisible.The customer agreed to the terms brought forth to him in what is called an Order Acknowledgement, which outlined the scope of work and the tasks Surface Link is proposed to perform on the day of the appointmentDuring the initial conversation, the customer did not mention a chip on
their granite, as he stated in his complaint, which is the reason why our certified technician was not authorized to perform that repairOur certified technician was authorized to perform the following services, which are stated in Order Acknowledgement provided to the customer for approval:"Scope of Work: Repair seam separation through front deckGranite seams are not invisibleReattach fallen sinkCustomer will disconnect the plumbing and remove sink before technician arrivesTechnician will clean flange, mounting area and then reattach the sinkReuse existing supports, if possibleAdd additional support where necessary and possibleCustomer will reconnect plumbing." The customer approved of the above and we ran the deposit or initial payment of $Our certified technician scheduled the appointment date for the repair of the seam separation and the reattachment of the sink on 11/9/While on site, our certified technician stated that the sink cabinet was rotted due to water damage, and the sink cabinet was too tight, which made it difficult to shim and level out the seam, which was located at the front of the sinkHowever, the repair of the seam was completed and within the parameters of the Order Acknowledgement, which stated the following: "The repair will be both structural and aestheticStructurally, the issue will be permanently bonded at the time of the repairWe will also treat the issue aesthetically making the area smooth and inconspicuousIt is important to note that if there is a height variance between the two slabs, it cannot be corrected during a repairAdditionally, seams in quartz and granite area visible and will remain visible upon completion of the repair."The sink was reattached within the scope of work, which was a difficult task, due to the unforeseeable issues - the cabinet was rotted and too tightThese two issues made it nearly impossible to mount the sink with clips; however, the technician installed the clips where he could and also completed the reattachment of the sink within the parameters of the Order AcknowledgementOur technician came prepared to complete the task he was assigned, and
because issues arose that he could not foresee, he attempted to the best
work possible with the resources availableThe materials borrowed from the customer was a response to the unanticipated cabinet issues and were not things generally required for this scope of work.The customer contacted us on 11/11/with the complaint that he was not satisfied with the unevenness of the seam repairBoth our project manager and accountant explained to the customer the reasons why the seam could not be repaired to an even level and why we are unable to refund the customer were because cabinet issues, which is out of our control.As a courtesy, we sent our certified technician back to the customer's home to address the issues free of chargeThe remaining balance $was charged to the customer's credit card, as our technician completed the repairs within the parameters of the Order AcknowledgementThe amount that was charged up to this point was for the
work originally quoted and completed, and is not advanced payment for the re-visit
Overall, we supplied the service that was requestedThe
sink was reattached and the seam was repaired, which falls within the terms and conditions to
which the customer agreed upon in the Order AcknowledgementIn addition, we
would like to mention that Mrs*** signed the Completion Notice on the day
the repairs were completed, which was on the appointment date (11/9/15)
The Completion Notice states
the following: "All projects performed by Surface Link will be completed
in accordance with the manufacturers' guidelines and specifications; however,
countertop/repair material and adhesive cannot be warranted against future
cracking or failureFurthermore, please understand that the repairs being made
to your countertop are not guaranteed to be invisible, and that this visibility
may include seam lines, color variation in material and/or the finish of the
repaired areaBy signing below, I understand the terms and conditions as
described above and acknowledge that the scope of work outlines has been
completed to my satisfaction." By signing the Completion Notice, the customer acknowledged that the scope of
work was completed to the customer's satisfactionThis documentation can be provided upon
request
At this time, we are not issuing a refund to the customerWe hope that this
letter will clarify any concerns to both the Revdex.com and the customerDo not
hesitate to contact us with any questions in regard to this complaint
Thank you, Surface Link
Surface link was unable to complete my counter repair properlyThey made the crack in our counter look worse and they would not refund our depositThe employees were rude and not willing to work on this issueCalls and emails went unansweredEmployees would not transfer me managementI now am out the deposit money and have to have a new company repair the crackThey started the job and it looks horribleIf they never started the job it would have been ok to keep my deposit but they did it and it’s worse
I'd had a very heavy weight fall on my countertop that resulted on multiple cracks breaking away from the impact pointI'd called two companies to repair the damageOne company never called me back (they installed the countertop originally)Surface Link got back to me relatively quickly; we exchanged e-mails & pictures and I was given an estimateThe technician called me to make an appointment for the next weekHe was on time, very professional, said he hadn't seen a countertop as beat up as this one in a long time so that gave me some pauseWhen he was finished with the entire process, he had me inspect it and I was stunned by how 'original' it looked! Only he and I would be able to tell where the cracks were because we knew ahead of time but, I'm very artistically inclined and very critical of poor workThis was phenomenal! The technician is a very talented craftsman and I wouldn't hesitate to recommend Surface Link to anyoneEveryone involved in the process was very helpful and professional,
I can recommend Surface Link Corporation quite highlyThe silicone adhesive in my waCorian shower was deteriorating, falling out, and Surface Link sent me a technician to repair it -this year old shower pan now looks new again and should last a lifetimeThe process of making the appointment involved several calls from courteous and conscientious people and the technician who did the work was pleasant, polite and efficient
We had a sink ready to fall from the granite counter I called several companies that considered it a "small job" and could not give me a date for at least weeks I called Meredith at Surface Link and she was very professional and understood the urgency of the repair Her technician was in our home with work days I would highly recommend Surface Link
Their service tech did a great job on our year old c*** countertop It shines like new!
From the first phone call to Meredith at Surface Link until the gentleman came to fix our countertop, I was very pleased with the service we received Meredith was very knowledgeable and the man (Dan) who fixed the counter was very personable and very professional and did an excellent job Very satisfied with ALL of the service we received Would definitely use their services again
I'd had a very heavy weight fall on my countertop that resulted on multiple cracks breaking away from the impact pointI'd called two companies to repair the damageOne company never called me back (they installed the countertop originally)Surface Link got back to me relatively quickly; we exchanged e-mails & pictures and I was given an estimateThe technician called me to make an appointment for the next weekHe was on time, very professional, said he hadn't seen a countertop as beat up as this one in a long time so that gave me some pauseWhen he was finished with the entire process, he had me inspect it and I was stunned by how 'original' it looked! Only he and I would be able to tell where the cracks were because we knew ahead of time but, I'm very artistically inclined and very critical of poor workThis was phenomenal! The technician is a very talented craftsman and I wouldn't hesitate to recommend Surface Link to anyoneEveryone involved in the process was very helpful and professional,
On August 12th, we contracted with this company to repair our *** countertop within our *** ***'s location The information we provided was accurate and correct to the best of our knowledge It took a full month for them to dispatch a technician to visit and "assess" the location Once their technician arrived, he took pictures and indicated that they can't complete the project we contracted to do
I can recommend Surface Link Corporation quite highlyThe silicone adhesive in my waCorian shower was deteriorating, falling out, and Surface Link sent me a technician to repair it -this year old shower pan now looks new again and should last a lifetimeThe process of making the appointment involved several calls from courteous and conscientious people and the technician who did the work was pleasant, polite and efficient
We had a sink ready to fall from the granite counter I called several companies that considered it a "small job" and could not give me a date for at least weeks I called Meredith at Surface Link and she was very professional and understood the urgency of the repair Her technician was in our home with work days I would highly recommend Surface Link
I called the company *** because I had a crack in my counter top that continued to grow as the years went by I did not have the countertops installed, the previous owner did *** referred me to Surface Link to do the repair work I called Surface Link and they requested I send over several pictures of the crack I complied and they came back with a price of $to complete the work of getting rid of the crack They warned me that the color could be off due to the counter tops being over yrs old and out of warranty I was/am fine with that as long as the crack was fixed In May Surface Link came out and performed the repair to specifications Just as they said the color was a little off but I was happy with the work
Approximately months later I decide to show someone the work that had been done and noticed that the crack had started again I immediately contacted surface link to let them know what happened The first person I spoke with was Kristin D*
We are not satisfied with the work done at my moms houseRefuse to refund or fix the issue.Sad they have to take advantage of year old women that put out so much moneyShe can’t afford to get it fixedThey have made comments they will follow up and don’t
We had a sink ready to fall from the granite counter I called several companies that considered it a "small job" and could not give me a date for at least weeks I called Meredith at Surface Link and she was very professional and understood the urgency of the repair Her technician was in our home with work days I would highly recommend Surface Link
After several months of going between the point of purchase (*** *** assoc*** *** ***) and the installer about cracks and gaps along the Island edges of our solid surface top, SurfaceLink sent out their "Certified Technician" (per his business card) Jeff B*** @ ###-###-####Jeff looked at the Island and stated, "it was bad fabrication" and as the joints/cracks are on approx20% of the edge and he stated "if they can get it right on most of the top they should be able to get it right on all of the counter", then Jeff said "they will just have to REPLACE the Island with on that is fabricated properly"
A week later I receive an email from SurfaceLink, through their claims dept** ***s Warranty (claim #***) that they are denying the claim
I also want to state that we have master and half bath counters, two long side kitchen counters of the exact same material and installed at the same time, by same company (the home was a new build) and there are no
After receiving a brand new quartz countertop with damage to the finish, I was advised by the fabricators to create a claim with Warranty Company for ** ***This company is Surfacelink I opened a claim on July 17thAn appointment was supposed to be set within business days After multiple documented phone calls with Rep Holy and Rep Kristen, I was advised over and over, that they do not have a tech in my area to handle the claim If this is the case, then how can SurfaceLink represent itself as the Warranty Company for ** *** Quartz Countertop I am still calling them, but even though Rep Kristen told me she was speaking with the CEO of SurfaceLink, there has been zero action taken on this claim
Surface link was unable to complete my counter repair properlyThey made the crack in our counter look worse and they would not refund our depositThe employees were rude and not willing to work on this issueCalls and emails went unansweredEmployees would not transfer me managementI now am out the deposit money and have to have a new company repair the crackThey started the job and it looks horribleIf they never started the job it would have been ok to keep my deposit but they did it and it’s worse
The original company that installed my countertop was not responsive whatsoever with a seam problem I was having with my quartz countertopI had been trying for a year to get them to come back to my house to take care of the problem but they wouldn'tI contacted SurfaceLink regarding the problem and within a day they got back to meI was very pleased with the quick response from Meredith and Molly! Dan, our SurfaceLink technician, did an excellent job! He was friendly and professional and I would highly recommend him and SurfaceLinkThank you!
From the first phone call to Meredith at Surface Link until the gentleman came to fix our countertop, I was very pleased with the service we received Meredith was very knowledgeable and the man (Dan) who fixed the counter was very personable and very professional and did an excellent job Very satisfied with ALL of the service we received Would definitely use their services again
Their service tech did a great job on our year old c*** countertop It shines like new!