Dear Revdex.com,
We received the initial notice of a claim on the counter tops on 4/4/at 12:07pm from Top Master, the original installer of the counter topsAs of 4/7/we had not received a notice on how Top Master would like to proceed, and I followed up to confirm the matter was
being resolvedAt 9:57am on 4/7/we received notice that the original installer would like a third party warranty company, SurfaceLink, to come and inspect the cause of the issue with the counter topsI immediately notified SurfaceLink of the request and they reached out to the customer on 4/8/at 10:46am and left a voice mailAt this point the warranty company, SurfaceLink had not provided enough information/communication to the Mrs*** on a scheduled time for a technician to come out and inspect the issueThe scheduler did mention it would be a week or so on getting a technician outA follow up was not provided by SurfaceLink on the matter until 4/24/when the homeowner contacted SurfaceLink directlyI received a final report on 5/6/at 10:01am stating there were issues with the installation from Top Master and immediately forwarded this information along to Top Master to resolve the issueTop Master did state they hadn't received the notice when I followed up on 5/9/I received a follow up on the report from Top Master on 5/12/and submitted the report again as they were having trouble reading the report as fax, after the e-mails had failed. I followed up for the final time on the matter on 5/15/for Top Master to resolve the matter with the homeownerWe were under the impression this was being resolved by the original installerAs a matter of good faith, I will be reaching out to both the homeowner and Top Master to help mediate a resolution for the homeowner
Kindest regards,
*** ***
USSW
Complaint: [redacted]
I am rejecting this response because: That is very sad of a company to not have any idea of what is going on and how nothing was getting resolved. If US Surface Warehouse made the product they should fix it correctly and keep the company in good standing with the customer. They can argue over the mistakes and costs with whom ever installed it at a later date and not in front of the customer. This company, in my opinion, needs to clean things up and do better business with the people that have spent money on their products!
Regards,
[redacted]
Dear Revdex.com,
We received the initial notice of a claim on the counter tops on 4/4/at 12:07pm from Top Master, the original installer of the counter topsAs of 4/7/we had not received a notice on how Top Master would like to proceed, and I followed up to confirm the matter was
being resolvedAt 9:57am on 4/7/we received notice that the original installer would like a third party warranty company, SurfaceLink, to come and inspect the cause of the issue with the counter topsI immediately notified SurfaceLink of the request and they reached out to the customer on 4/8/at 10:46am and left a voice mailAt this point the warranty company, SurfaceLink had not provided enough information/communication to the Mrs*** on a scheduled time for a technician to come out and inspect the issueThe scheduler did mention it would be a week or so on getting a technician outA follow up was not provided by SurfaceLink on the matter until 4/24/when the homeowner contacted SurfaceLink directlyI received a final report on 5/6/at 10:01am stating there were issues with the installation from Top Master and immediately forwarded this information along to Top Master to resolve the issueTop Master did state they hadn't received the notice when I followed up on 5/9/I received a follow up on the report from Top Master on 5/12/and submitted the report again as they were having trouble reading the report as fax, after the e-mails had failed. I followed up for the final time on the matter on 5/15/for Top Master to resolve the matter with the homeownerWe were under the impression this was being resolved by the original installerAs a matter of good faith, I will be reaching out to both the homeowner and Top Master to help mediate a resolution for the homeowner
Kindest regards,
*** ***
USSW
Complaint: [redacted]
I am rejecting this response because: That is very sad of a company to not have any idea of what is going on and how nothing was getting resolved. If US Surface Warehouse made the product they should fix it correctly and keep the company in good standing with the customer. They can argue over the mistakes and costs with whom ever installed it at a later date and not in front of the customer. This company, in my opinion, needs to clean things up and do better business with the people that have spent money on their products!
Regards,
[redacted]