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Tampa countertop installation marred by miscommunication

COMPLAINT: Marty Gould, Tampa, Fla.

"I hired Athena Granite & Marble Inc. to install an undermount sink.

"I noticed there was no bracing to support the weight of the sink, and they told me this is nothing to worry about because they used a high-strength epoxy in conjunction with a silicone sealant.

"The next day, the sink pulled away from the counter. They told me they couldn't send anyone until after the weekend. One of the original installers came out to re-install the sink and told me the sink had failed because they didn't use bracing.

"They failed to reply to my letter of complaint and didn't apologize or attempt to make amends."

DESIRED RESOLUTION: "I want Athena to refund the full cost of the sink and installation."

RESPONSE: Scott Tranum, president, Athena Granite & Marble Inc.

"Upon arriving at the homeowner's house and starting the removal process of the old countertops, we discovered that the existing cabinet walls had already been cut out and our standard way of mounting the new sink would not work.

"Unfortunately, both installers thought that the other one had used the epoxy in conjunction with the silicone when installing the sink and it was not done. We got the call about the problem Saturday morning and returned the call as soon as we received it.

"Since our installers don't work weekends, one of them returned to the home and fixed the issue first thing Monday morning. We fixed the problem as soon as we could!

"We will gladly refund the customer $150 based on our lack of communication and the additional two-and-a-half days he was without a sink."

STATUS: Stalemate

Editor's note: The member declined the company's offer because it didn't cover the full cost of sink and installation.


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