Kitchen Express Plus Corp

When Kitchen Express Plus Corpreceived the first call of complaint for Mrand Mrs*** about their damaged countertop, at that time the counter top was already out of their one year warranty windowRegardless of this fact our company acted accordingly*** ***, owner of kitchen express,
went to the home of the installation in question to conduct an investigation as what caused the counter top to crackGranite is a very durable stone that will not break unless under extreme conditions and will not break under everyday useUpon Kitchen Express Plus's initial investigation, the owner was unable to determine what the cause for the damage wasWith no definitive answer, we asked the home owners if we could hire an independent contractor to come over and conduct a thorough investigation and report to us their findingsThe home owners agreed and we hired *** *** Construction for the follow up investigationWhile investigating the area, *** *** found that the cabinets in the area were lower than in other area and had created a pressure point which caused the granite to crackKitchen Express Plus Corpdid not do the cabinet install at the house, and during the initial installation, the installers used wood shims to correct the cabinets being unlevel and not ready for our installationGiven the known facts that we had to use wood shims due to the fact of the cabinets already being unlevel and now the are again unlevel in just over a years time, we confidently feel this is a settling issue within the house and in result is not a defect in the material used or installation performedGiven all of this information, Kitchen Express did not want to leave the customer with a damaged counter top so close to the initial install dateWe offered the ***'s the same warranty coverage that any customer would receive whom is within the warranty periodOur warranty states that we will offer a warranty on the materials, but it does not cover labor or travel costEven with the ***'s being out of the allowed warranty time period, we offered them a replacement of the materials with no cost to themThis includes Kitchen Express covering the material cost for our vendor and the delivery cost for the material as wellFurthermore, the labor cost for fabricating the new materials once they arrive, travel from our location to the home owners, removal of the existing counter top and disposal fees, and installation of the new counter top is well over $1,We asked the ***'s to cover $which is less than half the labor costUnfortunately, the customers were not happy with our findings and believed we should cover 100% of everything