Dec 20/16 I contacted Home Depot about my Silestone countertops that there was a approx.. 12-16 inch crack in one section of countertop and multiple chips out of the edges. I was transferred to Adrian from Kitchen team, he put me thru to Kailey and she wanted pictures. Her email was Project 342@homedepot.com. I sent the pictures. Very hard to see anything from pictures.
Jan 9/17 Sent Kailey an email to find out what is going on with my claim. No reply.
Jan 11/17 Called Kailey@ Home depot, she had sent it to Valley Contractors from Langley they do the installs for Home Depot, she had set up for Valley Contractors to come out and look at it. No one ever showed up. Called her again and she put me on hold and contacted them. She said they would contact me today and set up an appointment. They never called.
Jan 17/17 Called Kailey at Home Depot and she gave me Valley Contractors number and told me to call them.
Jan 17/17 Valley called the house at 12:00. They talked to my wife and told her it was a heat issue and they would get a work order going and call back with timing. I called Michelle back with Valley Contractors and all she wanted to do was argue. She said Trevor will come by and fill in the crack. She blamed it on thermal temp change and the dishwasher and then started argued about how long ago they were installed. I finally told her to come and look at it and then we can decide what to do. She was very arrogant and rude. They are coming Tues Jan 24/17 at 11:30-1:30.
Jan 24/17 Trevor with Valley Countertops showed up at 10:30 unannounced and says he called but we have call display I checked this and he never called. He took pictures of crack and chips. Then informed they don't make this countertop edge anymore. Then looked under the countertop and said this all has to be changed, they were not installed properly. He asked what I wanted to do and should he patch up the crack. I replied I wanted the countertop replaced and installed properly not patched up. These countertops were installed Approximately April 24/2009, this date is from the bills so not sure when the exact install date was. I now know why they want to repair the crack as they don't make this countertop edge anymore. He left and said he will be in contact with Home Depot.
Jan 26/17 Uma from Home Depot customer care called and a file has been started and if I have any problems it is on file. They will take 2 days to decide how to fix this problem.
Feb 27/17 I received a letter from Cosentino from Sugarland Texas the supplier of the counter top and said there would be no warranty on these countertops I have the letter. How can someone from Texas decide if there is any warrant by looking at pictures.
March 16/17 I spoke to Kevin Cutting at the Kelowna Home Depot he is the manager of kitchen products. He filed a complaint with David Finnegan and will have him check on this file and let me know what is going on. Never did hear from David Finnegan
March 22/17 Uzma from customer care called me and said it had been escalated to her and that she will review the file and speak to David Finnegan and get back to me.
March 22/17 I called Uzma back and she informed me there is no warranty, these countertops have a 15 year warranty on the forms I have. I told her what Trevor had told me that they were not installed properly in the first place. Then I told her about the big warranty sign they have in there store, then she wanted me to go to the store and take a picture of it and send to her. I told her I was done doing all the foot work. The she said she will call me back on Thursday. She never called me back.
April 3/17 I called Uzma back. I was told she was on another call. I was told my file had been sent to head office and they will mail me a letter with there decision. I asked them to have Uzma call me when she is free. He replied he would have her call me today.
April 4/17 Uzma never called me so I called her back again today. Waited 8 minutes on hold, she answered the phone and I told her who it was and she hung up. I called back and wanted to speak to her supervisor and they wouldn't put me thru or give me a name. Told me Uzma was gathering documents and will call me back today. I hung up at 13:10 my time and she never called me back.
April 5/17 I called Uzma back again today and was told she is on break and not taking calls, I asked to speak to her supervisor Erin. Uzma called me back at 12:30 and said a decision was mailed out and she would not tell me what the decision was. I asked he if she had been getting my messages, she replied yes but she was to busy with other stuff to call me back, this went on for a week after her saying she would call me back last Thursday and never did.
May 5/17 I recieved the letter from Home Depot declining the warranty. I took this letter into Kevin Cutting at Kelowna Home Depot, and he is going to give a copy to the store manager and pass it on to David Finnegan also, never did hear back from read more
