ComplaintsforTrend Manufacturing

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/29/202 I purchased countertops from **** *****. A built in backsplash was offered as an upgrade. I declined the backsplash as I was replacing the counters specifically to get rid of one. I confirmed and signed off the work order for Trend, It clearly stated that the counters would not include the backsplash. Trend called a short time later to arrange a measure appointment. I do not have the details but I again mentioned no backsplash (this was very important). I let them know that could not be there but someone else would be. As long as they were over 18 this wasn't a problem. Trend came out and measured on 3/1. My son let them in and they discussed the measure and install steps. He signed off on what was explained to him as the measurements and information about install prep. Trend performed the install on 3/22. Again my son was there and again he signed off. Immediately following the install he sent me pictures and there was the backsplash. I called **** *****, over the next few days they went back and forth with Trend. All HD paper is clear, no backsplash. Following the measure when the price is adjusted there was no added charge for a backsplash. HD believes that Trend made a mistake. Trend refuses to remake the countertops. They claim that my son added them at the time of measure yet they neither charged for them or provided any documentation that they were added. It is unlikely that my son asked for them to be added, prior to this event he couldn't tell you what a backsplash even was. I either want replacement countertops to be expedited or a full refund. To avoid having to pay for plumbing to be hooked up twice we are going without a kitchen sink. It's been almost two weeks and I've run out of patience. If this is not quickly resolved I will consult an attorney. This will not cost me anything but time as I've already checked with **** (legal insurance) and they say this type of dispute is covered.

  Business response

  04/14/2022

  To whom it may concern,

   

  In response to complaint ******** posted on Monday April 4th, our position is as follows.  We were subcontracted by The **** ***** to measure, fabricate and install a countertop for the aforementioned.  On March 1st, our measure technician met an onsite decision maker who authorized our field technician to include a backsplash.  Attached is a document (gotchall PDS) that includes a field clearly indicating that a backsplash was included in the scope of work and would be manufactured accordingly.  Additionally, our Account Manager sent a revised proposal to the store prior to manufacture which included a drawing clearly showing the backsplash in the scope of work.  Three weeks later when the finished product with the approved backsplash was finally manufactured and installed on 3/22/22, the onsite homeowner/decision maker approved the final installation by signing off on the Installer Completion Agreement (ICA) which is attached above.

  It is our position that the homeowners complaint is unfair and should be withdrawn.  Our company fulfilled our obligation by providing the homeowner a product exactly as discussed during our onsite appointment. 

   

   

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