ComplaintsforMans Lumber

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased solid white quartz counters for my kitchen from Mans Lumber summer of 2020. Mans Lumber installed the counters and installed my kitchen sink. First, they had to come back because the installation was extremely poor and needed redone. The seam where pieces of the quartz are put together is very noticeable and looks dirty. I have tried everything to clean it and nothing makes it look nice. There are chips throughout the top of the counter and rough edges along some of the sides. My sink is separating from my counter and leaking into the cabinet below due to poor installation methods. I feel like I received a very low quality product but not a low price tag. I contacted Mans Lumber regarding the issues and was told by ***************************** that technicians would be out on a certain date at a certain time; however, no one ever showed up. I have been unable to get ahold of anyone since. I have extremely dissatisfied with the product. I want my sink issue fixed immediately and want to warn others of the poor quality and poor customer service.

  Business response

  01/14/2022

  **************,

   

  I just wanted to follow up and let you know that I met the granite fabricators on site with Mr. **** this morning. We spent approximately 2.5 hours working on any issues he pointed out and he was satisfied when we left.

   

  1. They inspected the sink. It was level and they could not find a source of a leak nor any damage, but they resealed the seam with epoxy as a precaution
  2. They dug out and refilled the seam to the left of the sink
  3. They removed the bridge behind the slide in range and reset it so that it was level. They had to shave a little of the backsplash tile off because it was putting pressure on the bridge. This tile was installed post countertop
  4. They repolished all of the edging
  1. There is a fair amount of etching in the countertop. It is mostly to the left of the stove, to the left of the sink and at the snack bar where the children sit. This is caused by using harsh / abrasive chemicals. I explained to Mr. **** that we see this more now because of covid and the cleaning we are doing more often, with stronger chemicals. I advised him of a stone cleaner.
  2. We were able to clean the countertop and get the spots he mentioned out, but I did explain to him that spots could reappear and require some elbow grease if they do not use a stone cleaner with a protectant on it
  3. It is not possible to repolish the top of the countertop in the field. They can only do the edges. So it was not possible to polish out all of the etching for him. The cleaner / sealer will help with that.
  5. They filled in any visible chips that were large enough. There were a few small ones on the snack bar in front of a seat that are too small to fill. The resin would not adhere to it. We advised caution because countertops can chip.

  Please let us know if you have any questions.

   

  Thank you,

  *****************************

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