COMPLAINT: JoAnn Florez, Indianapolis

I ordered CaesarStone quartz countertops from Mees Tile & Marble. The templating and ordering went smoothly. [Their] Louisville factory that fabricates the countertops mistakenly made the kitchen sink's hole too big, so the countertop had to be refabricated.

The quartz material they used wasn't available to finish the job in a timely manner, therefore finishing my kitchen remodel was delayed by months.

Timeliness was a factor since the fabrication mistake couldn't be fixed easily and new materials had to be ordered. If the materials had been available, then maybe my kitchen remodel could have been delayed by one month instead of several months.

DESIRED RESOLUTION: Mees Tile & Marble should be committed to finding another countertop as soon as possible, and they should apply a discount [to my final bill] since the delay was so great.

RESPONSE: David McIntosh, branch manager, Mees Tile & Marble

When using a man-made product containing resin, problems can occur. When fabricating the sink's hole, a "blow out" occurred, which we unsuccessfully attempted to fix.

We're in the process of having another supplier send more slabs to our fabrication facility. We hope to resolve this issue quickly and efficiently and we will make every attempt to satisfy our customers.

STATUS: Resolved

Florez says Mees replaced the countertop and offered her an $800 discount; she accepted and considers the matter closed.

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