C & C North America Inc.

I had a Silestone quartz counter top installed in my kitchen on [redacted]2. There were two different slabs of quartz used in two different areas of my kitchen. Only one of the slabs of quartz if affected. Approximately one year and three months after installation I started to notice blemishes or streaks appearing on the edge of my new counter top. I called Cosentino, Chicago office, in [redacted] and reported the problem. They referred me back to my fabricator and stated that the fabricator had to file the warranty paper work and take photos of the problem. Let it be understood at the beginning that we harbor no complaint against our fabricator, Granite Solution. They did a beautiful job and have stood by us in this long, drawn-out procedure.My fabricator came out almost immediately but was unable to get a clear photo of the problem. However, he agreed that the blemishes appeared to be a manufacturing defect. We left for vacation and, as weeks followed, our fabricator told us upon our return in early [redacted] that they tried to contact Cosentino many times for further information and direction but nothing had been accomplished because their telephone calls and inquiries to Cosentino were often not returned. Therefore, after one month, nothing further had taken place.First Cosentino tried blaming our fabricator for not filing the warranty paper work. After talking with granite Solution, I truly believe they were never given anything to fill out nor were they informed they had to. That problem finally seemed to be resolved between Cosentino and Granite Solution and Cosentino seemed satisfied.The first Indication I had that my claim was finally assigned a claim number [redacted] was on approximately the [redacted] when I received an e-mail from a person named [redacted]. In the following weeks I continued to ask her about the status of my claim. It was now approximately the middle of [redacted] and she still kept insisting on photos of the problem for their Warranty Department even though they were repeatedly told it was impossible because you could only see the marks on an angle or in certain light. When observed from the top, the counter top is still shiny and the marks are not apparent. I feel this is indicative of the problem stemming from beneath the surface of the quartz, not on the top as they have tried to infer while blaming me for placing something hot or using a foreign/chemical on the counter top.Still insisting on photos, it was suggested by [redacted] that I try marking a circle and placing a coin in the area to show the Warranty Department where the blemishes were. I took the photos, brought them to my fabricator and they were given to Cosentino for observation. They still showed nothing. Cosentino then contacted me to inquire about the marks stating they did not understand what the photos showed. I explained as best I could that it looked like 15-year old Formica that was starting to show wear. More time passed with no resolution. These scenarios have been consistent since the very beginning of my complaint. The fabricator and I finally convinced Cosentino to send someone out to look at my counter top. Up to this point when we asked for a personal inspection by a qualified rep of the company they told my fabricator they did not do this. They finally relented but the title of the person they sent to my house on the [redacted] was Account Manager from the Chicago office. She informed my husband and me when she walked in that she was only there TO TAKE PHOTOS and had no authority to make a decision. Upon her own admission in our presence when she called her office, and to my husband and me when she was leaving, she said she was unable to get discernible photos/video of the problem areas. The Account Manager also told us the color (White Dune) had been discontinued but she found two slabs in Washington state but they might not match. I visited my fabricator one week later and was present when Granite Solution made a telephone call to Silestone inquiring about the availability of the color. The salesperson said it was still available and they had 10 slabs in the Chicago area. That was the first question I asked Cosentino when I called in [redacted] and I was also told by them that the color was still available. I was also prompted by the Account Manager that day to use Barkeepers Friend on my counter top to see if it would solve the problem. I said no but told her she could do it and be accountable if anything went wrong. She flatly refused. Nowhere on their web site do they claim that is a cleaning solution for quartz nor does the label on the Barkeepers Friend.After this visit more time passed without a decision from Cosentino. Because I had been lied to and treated like I had the mentality of a child, I sent a scathing e-mail on the 1[redacted] to [redacted]. Two days later a copy of a letter dated [redacted] denying my claim, but not yet mailed to me, was forwarded to Granite Solution. I believe this was quick retaliation for my ire. According to that unsigned letter, they stated their denial was based on a review of those pictures/vides taken by the Account Manager together with all the information, and that they compared it with the warranty provided with my product and determined that the blemishes on my counter top were not considered a manufacturing defect. I did not, in fact, receive a copy of the warranty with my product when it was installed but was provided with one by my fabricator in [redacted] when they obtained a copy for me from the Silestone internet site. The statement made by the Warranty Department in my denial letter inferred that the warranty came with the product. At my request, and after another phone call from my fabricator to Cosentino a week later or so inquiring why I had not yet received that letter, it was finally mailed and received by me, unsigned, on the [redacted].