ComplaintsforCambria

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased cambria countertops and they were installes August of ******************************************************************** multiple places leaving gaps and not level. Cambria was notified and they said they would callback and they have not done so 2 weeks later. More shims fell out again today. I have emailed and called with no response. We are going to have someone else come and do a full assessment on the situation. They can pay for that too!

  Business response

  09/10/2024

  **** and ****************, 
  
  Our apologies for the frustration and the recent challenges you have experienced. 
  
  Thank you for bringing this issue to our attention. We appreciate the opportunity to work with you and our business partner to address your concerns. Per the recent phone call you had with our Director of Cambria ************** thank you for confirming the appointment scheduled at your home. Our business partner and Regional Product Representative look forward to reviewing and addressing all outstanding issues.
  
  Thank you again for the feedback and sharing with us your experience. We will be in touch with you after the site visit to ensure all opportunities are resolved. 

  Customer response

  09/10/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They are scheduled ro come and assess the countertops on Friday and I am happy with that. 

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Cambria countertops installed in June 2023. Eight months later in February 2024 I discovered a crack by the sink. After talking to Cambria I was told there is nothing they can do. Some time later I received an email to call customer service and they would have someone come out to look at it -until they realized I didnt live within a certain area. So again they were doing nothing. I had quartz countertops at my previous home for 15 years and they were in excellent condition when it sold. Ive had Cambria for 8 months and it has cracked in an area that gets little use. I cant even imagine what else will happen in five years! I would never recommend this company based on the quality of the product. They have beautiful designs but the quality is lacking.

  Business response

  05/13/2024

  Thank you for reaching out and sharing your experience.

  We apologize for the frustration this has caused you. Our Regional Business Manager will be calling you to discuss your situation.
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We woke up 2 weeks ago to a 10" crack in our Cambria quartz kitchen island (which was installed 4 years ago). They sent out a technician to 'repair' it, as they said a crack is never a manufacturing issue and so would not replace it - "you the owner will still be able to see the crack since you know where it is, anyone visiting your home will not be able to see the repair" was what I was told. I attach before and after photos - it does not look any better and is not an acceptable repair in our opinion. We, in good faith, paid @ $17-18k to install over 225 sq ft of Cambria quartz in our kitchen. We chose Cambria after much research and settled on this company for it's quartz designs and lifetime warranty (which in our opinion is false advertising as they don't cover anything except repairing chips and supposedly repairing cracks). Customer care called us yesterday after the repair to say that they were not going to do anything else and basically that they had made the decision to not consider replacing it.

  Business response

  02/28/2024

  Thank you for reaching out and sharing your experience with our service teams. We apologize for any frustration this is causing you. Our Regional Business Manager will be calling you to discuss your situation

  Customer response

  03/08/2024

   I am rejecting this response because: their lifetime warranty on their quartz countertops is false advertising as the company, time and time again, stated that they never have any manufacturing defects/ issues.

  Someone from Cambria did call me to reiterate that they would not be replacing the countertop since it, in their opinion was not a manufacturing issue (as the company never has any manufacturing issues!), nor an installation issue, but that they would send another technician out (when I asked if he thought that the technician would be able to make it look any better the response was no), so I declined the offer (originally they had sent out a 17 year veteran technician). Professional responses to a post I made on houzz.com thought that it was an installation or manufacturing issue.

  When asked about the response from customer service that' I as the customer would still know where the 9" crack was, but that visitors to the home would not know it was there', I was told that the person had been counselled not to say that in the future....

  I asked again what exactly the lifetime warranty covered, and again was told manufacturing issues (which I have been told now by 5 employees at Cambria that they don't ever have manufacturing issues), my question to him was 'well if you don't ever have manufacturing issues, then what exactly does the lifetime warranty cover? - I just got silence as a response.

  I am disappointed that the company did not 'do the right thing'. We spent close to $18k on their product and it turns out that they refuse to acknowledge any possibility of a manufacturing issue, so their lifetime warranty is worthless. Buyer beware!

   

  
  

  Business response

  03/14/2024

  We are sorry your countertop has been damaged and your dissatisfaction with our findings and position on this matter. Our Regional Business Manager has reviewed the situation and spoken with you recently addressing your concerns. As part of his review, he confirmed there were no concerns with the integrity of the product or the installation that would contribute to the product being damaged.

  Cambria is a very durable quartz product, however it can be damaged. We do not know the cause of the crack to your countertop. Damage such as this can occur when the product is exposed to force, pressure, sudden or rapid change in temperature, or a combination of these items.

  Your kitchen has been installed since September 2019 and we respect the feedback you have received from others on various platforms. However, we want to emphasize that their opinions are speculative and do not accurately reflect the specific circumstances of your situation. This crack is not the result of the manufacturing of the product. As such, the damage to your countertop is not a warrantable item.

  In review of our marketing we do not share your perspective that we are misleading in the promotion of our warranty. A crack is not a manufacturing defect; it is damage.

   Thank you for your feedback and it is unfortunate this has happened to your countertop. Our team is here and will be happy to continue to service you in the future.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had bought stone from Cambria for my kitchen and the stone on my island is bowed and sits a 1/4 inch off my cabinets. ****** sent a tech to my home and they did nothing to resolve the issue.

  Business response

  10/30/2023

  Thank you for reaching out to us on your experience. We are sorry to hear you have concerns with the installed product. 
  
  As we confirmed with you, our field service technician along with your fabricator will be conducting a site visit to evaluate your concerns on November 3, 2023. We will follow up with you after the site visit to review our findings.
  
  If we may be of further assistance please do not hesitate to contact us.
  

   

  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********** sent a salesman out, *****, to do a work order to replace my kitchen countertop. He told us that Cambria is the only quartz countertops that they will install because the quality is so good! But I am finding this hard to believe. I told him that because I live in an older house, I did not want a modern looking shiny countertop with manmade looking designs, rather I wanted a pattern that mimics marble as much as possible. It's so hard to tell what a large surface is going to look like when all you get to see is a 12X12" square sample piece to observe. I ended up going to NFM because they had an app that would give a visual of how it would look in a typical kitchen. And these patterns are large wavy, graphic patterns that look more like a ******* ****** canvas that something made in nature. It has no depth and looks crazy. It's very faddish and I want a classic look to my kitchen. This is NOT a look that I am going for and plan on challenging my contract

  Business response

  09/01/2023

  Thank you for reaching out to us on your experience.
  
  Our ***********************, Vice President of Home Stores appreciated his conversation with you, hearing about your experience and the opportunity to explain why the sales person from HDIS informed you they only install Cambria.  We understand **** also spoke to you about our extensive design palette with full slab images which is available on CambriaUSA.com.

  We do hope you will visit our Sales and ******************* in ******, ****** where you can meet with our team who can assist you in your design selection and view the slabs in our showroom.

  If we may be of further assistance please do not hesitate to contact us.
  

  
  

  Customer response

  09/03/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I want to add that I wish to drop the complaint from Cambria's file due to fact that I did NOT have the correct information from whom (neighbor) showed me a damaged countertop and want to recant the complaint since it did NOT pertain to Cambria. It was a totally different company.. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I renovated my home in 2016. I used Cambria quartz for my countertops. I started noticing a few gray areas appearing in one section of my island but did nothing about it at the time due to the illness and subsequent death of my husband followed by the pandemic. Gradually these worsened but only in the one area. I called customer service who sent out someone to clean the area but there was no change. The company called me to say that there was nothing wrong with the quartz. I then called the supervisor, ******, who came out with another gentleman and they tried many different cleaning solutions, they agree it was a mystery and could make no improvements. I am being told that its not a problem with the quartz but some unknown and unexplainable chemical exposure which is clearly nonsensical. It was agreed that I had not used anything that could harm quartz and in any case any "product" would not just affect one area, however somehow they came to the conclusion that the responsibility is not with Cambria.Cambria quartz has a lifetime warranty. There is clearly a defect in this area of the quartz. I am a 72 year old widow, these countertops get very light use. I expected the company to do what is right and replace the faulty 4x6" piece of quartz

  Business response

  06/08/2023

  Our Sympathies for the personal challenges you have endured the past few years.
  
  We appreciate the points you have provided and perspective on this matter. We have spoken to our colleagues whom you have interacted with and were at your home to review the concerns. They shared the various cleaning techniques that were performed in an attempt to remove what we were hoping was a challenging residue on your countertops. This was not successful which indicates something has damaged the countertop.
  
  We have reviewed the specific material used for your kitchen and have confirmed there are no concerns with the quality or integrity of the slabs. Furthermore, if there was a challenge with the material then it would not be isolated to one area on one countertop or become grey in appearance in a white product. As such, we do not agree with your comment that there is a defect in the Cambria product.
  
  Unfortunately, something has damaged your countertop. Should you ever have any future questions or concerns, please do not hesitate to contact us. 

  Customer response

  06/08/2023

   I am rejecting this response because:
  It is the same ridiculous argument as they gave before. The quartz is clearly defective and rather than accept responsibility they claim that very light use by 72year old widow has damaged the product. Nobody is able to suggest how I may have done this and frankly if their product was so delicate that I could have damaged it then they are guilty of false claims over the durability of their quartz. 
  
  

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Back in August 2021, I was shopping for a new counter top as the current one has a crack. I was told about Cambria's life time warranty and to contact Cambria about the crack. I contacted Cambria and had a good reception and appointment booked right away. The very same day, I got a call to cancel and reschedule the appointment.Since August 2021, Ive had 4-6 appointments canceled and rescheduled. Some cancelation on the same day the Tech was scheduled. Forward to February 14 of 2022, I finally got a technician to come in and access the cracked countertop treat it to stop the spread of the crack. He tells me this is the best he can do and he will send his report in, which shouldnt take more than 2-3 days to hear back. I waited 2 weeks, still no calls so I finally contacted Cambria on Feb 28th. I was told the person in charge of my account has me on her list to call me that day. Waited couple days and still no call. I called again a couple more time between March 2-4 and was giving the same story, my rep has me on her list to call that day. I called again Mar 8 and was again told the same story. Later in the day of March 8th, I finally got a call only to be told, cracks do not fall into lifetime warranty. I can only get service.During this whole process, Ive talked to about 10 employees to cancel and reschedule. And Ive asked several time if my counter was covered under the lifetime warranty. The answer I always got was YES it is covered and Cambria will take care of me.This has been my worst experience dealing with a company and will like for something to be done.

  Business response

  04/04/2022

  In response to ************************* we have been in communication with him pertaining to his situation. We along with his fabricator have developed a plan for resolution to address the damaged (cracked) countertop which they have accepted. 
  
  
  We have apologized for the delays around the timing for our field service technician to conduct a site visit. We are certainly sorry for the frustration this has caused. As looked into this matter the initial delays were beyond our control. Specifically this customer lives abroad and there were delays crossing the border. 
  
  
  When we were initially notified of the concern we did inform the customer the product does have a lifetime warranty, however we explained the warranty does pertain to damage (cracks) on installed products. We offered to send our service technician out to perform finish work to minimize the appearance of the crack, which the customer accepted. As time progressed and the appointments were rescheduled we did share that the product does have a lifetime warranty, but we did not revisit the initial conversation from September 2021 reminding the customer finish work will be performed and the damaged top will not be replaced. Unfortunately that conversation was revisited after the site visit as a follow up. As a result of the experience the consumer had with our services team we have come to an agreement to resolve this matter.

  Customer response

  04/04/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased countertops from Cambria through Cabinet Creations. and the product does not meet my expectations. There are unpolished spots and swirls on the countertop. Finished edges don't match and sharp edges on the corners. The holes were improperly drilled for the faucet. Chipped backsplash and poorly caulked.I thought I was buying directly from Cambria and later found out that it involved subcontracts to do the fabrication and installation. Cambria has offered to sand down the edges which will alter the thickness. I have told them this offer and the product are unacceptable. I just want them to remove the product from my home. What is on their website about a great, luxury experience are from from true. I have found them to be difficult and evasive.

  Business response

  02/15/2022

  Final response:
  
  
  We are sorry to hear the end user's experience with our product has not met their expectations.
  
  
  Our ***** Service Technician has been to the home twice to resolve their concerns and both times the end user has declined our services to rectify the opportunities. Upon the second in home appointment the end consumer informed our technician they did not want any work to be done in their home. As such, we offered to remove all products that required resolution, bring back to facility to perform finish work to address those concerns and remake the one (1) top to address faucet hole locations. Unfortunately the option was also declined by the end consumer.
  
  
  Specific to the concern mentioned, the product was installed with unpolished spots and swirls is not accurate. The design (color) chosen by the end user has various design aesthetics, one of which the end user pointed out to our service technician for our assessment. In review we have confirmed and explained to the consumer the area in question is an intentional design aesthetic in this design. The end user is not accepting our review and confirmation the product is as intended.
  
  
  We do not agree that we have been difficult or evasive. Upon the end user engaging us and explaining their concerns we scheduled an appointment for our service technician to review and inspect the product. Once this occurred we quickly established various plans to resolve, all of which have been refused by the end consumer.
  
  
  Our position and desire to resolve these concerns has not changed. We are declining the consumer's request to have the product removed and a refund issued to purchase another manufacturer's product as this is a custom fabricated kitchen to fit the end user's home.

  Customer response

  02/17/2022

   I am rejecting this response because:  Other than a full a refund I am not interested in a patched up job on a faulty and poorly fabricated product.    In the beginning, Cambria was presented as a superior product and now they are trying to explain away there poor product and fabrication. They have already remade one countertop due to improper measurements on their part.  

  I am currently working with *********************************** of Cambria to resolve my issues. 
  
  

  
  

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