Response to complaint: There are three items raised by customer: 1- Filler strip needs to be polished Yes, a technician needs to be scheduled to polish this piece We will contact customer immediately to schedule (This should have been done already Customer Service did not schedule because of other open items.) 2- Original tops were incorrect design: The tops were templated with the customer to cover a antigue special sink/drain unit The final layout and design were per the customer, approved by customer on site, and the physical templates were signed by the customer The original tops were correct per this approved design We replaced them at No Charge to a new design when it was found this design was not working 3- Removal of movement joint Upon installation of No Charge replacement pieces as noted above, the tile movement joint (a rubber gasket placed between the tile and the countertop at the grout line) was removed by installer The customer , a contractor, was consulted by telephone during removal and it was the installer's understanding it was okay to be removed This was an error We do bear the responsibility for the removal of this gasket and do want to remedy However, the customer, a contractor, quoted $to completely remove all tile in kitchen, re sheetrock the walls and install new tiles, with the rubber gasket This seems to be an excessive amount of work to be done for the gasket as well as quite expensive We offered to remove the countertops and have the cabinets adjusted, but that option was priced by the customer at $ We can do the work for less then half the price, but customer wants to maintain control of the project We are offering a settlement offer of $for the missing gasket The gasket was removed in error We feel this is a generous offer to remedy ?
Response to complaint: There are three items raised by customer: 1- Filler strip needs to be polished Yes, a technician needs to be scheduled to polish this piece We will contact customer immediately to schedule (This should have been done already Customer Service did not schedule because of other open items.) 2- Original tops were incorrect design: The tops were templated with the customer to cover a antigue special sink/drain unit The final layout and design were per the customer, approved by customer on site, and the physical templates were signed by the customer The original tops were correct per this approved design We replaced them at No Charge to a new design when it was found this design was not working 3- Removal of movement joint Upon installation of No Charge replacement pieces as noted above, the tile movement joint (a rubber gasket placed between the tile and the countertop at the grout line) was removed by installer The customer , a contractor, was consulted by telephone during removal and it was the installer's understanding it was okay to be removed This was an error We do bear the responsibility for the removal of this gasket and do want to remedy However, the customer, a contractor, quoted $to completely remove all tile in kitchen, re sheetrock the walls and install new tiles, with the rubber gasket This seems to be an excessive amount of work to be done for the gasket as well as quite expensive We offered to remove the countertops and have the cabinets adjusted, but that option was priced by the customer at $ We can do the work for less then half the price, but customer wants to maintain control of the project We are offering a settlement offer of $for the missing gasket The gasket was removed in error We feel this is a generous offer to remedy ?