Report: #984860

Complaint Review: Carstin Brands

  • Submitted: Thu, December 20, 2012
  • Updated: Thu, January 03, 2013
  • Reported By: Bob — Tuscola Illinois United States of America
  • Carstin Brands
    520 East 2nd
    Arthur, Illinois
    United States of America

Carstin Brands Severe water damage due to improper countertop installation Arthur, Illinois

*Author of original report: Joe once again misleads.

*UPDATE Employee: Wrong Misleading Information

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Several weeks ago my wife contracted with a local mom/pop countertop company, in Arthur Illinois, to have solid surface countertops installed in our home.  We have known them for years and they are also current clients of ours. They then ordered the countertops through Carstin Brands and they were installed a few weeks later.  During the install, one of the installers, in order to have the clearance needed to mount the sink, removed the discharge tube from our dishwasher.  This was not a matter of taking apart the plumbing etc rather he simply pulled it straight up out of the trap and laid it to the side.  Normally, this would not have created an issue, however, we were still actively using the dishwasher as we had a separate water line for it.  Because we have 2 kitchens in our home, I was not in a hurry to install the faucet etc.  When I finally got around to installing the faucet (5 days or so later), that was when I noticed that the discharge tube had been removed and that all of the soiled water from the dishwasher had been exiting under our cabinets.  

We contacted ServePro who came out and ran moisture and mold tests etc and were told that the cabinets and the flooring would need to be removed.  At that point, I contacted several contractors to also get their opinion of what needed to transpire.  The verdict was unanimous.  It was then that I reached out to Chris Binder at Carstin.  Chris told me to do whatever I needed to in order to get this corrected and that Carstin Brands would make it right.  Once the estimate came through Chris backtracked and stated that the Sales Mgr Emily, would need to be involved.  Emily and I exchanged numerous phone calls with each phone call ending in Carstin not accepting the fault.  It was only when Emily and I finally got onto the same page regarding how this transpired that Emily felt she had the information needed in order to get Joe Laszkiewicz to approve the repairs.  It was also important to note that Emily had stated all along that her installers are trained to not touch the plumbing.  However, in subsequent phone conversations with Emily she did confirm that her guys would, on occasion, rotate pieces of the plumbing out of the way.

The next day Emily called me and stated that Carstin Brands would not accept liability and that if I had any questions that I would need to speak with Vice President Joe Laszkiewicz directly.  Within a few minutes, I contacted Joe and everything went downhill.  Joe informed me that he was a licensed engineer and that I was an "idiot" for running my dishwasher without it being connected to the sink drain.  He went on to tell me that the dishwasher pumps work on a pressure system and that every plumber I would speak with would confirm that before a dishwasher could be ran that the sink connection had to be made (which, btw, I have 3 independent letters from plumbers telling me that Joe does not know what he is talking about). Joe continued to berate me on that phone call calling me an idiot several times and telling me that I have no common sense.  After a few minutes of us butting heads, Joe hung up on me.  I will be the first to admit that by the end of the phone conversation my tone of voice matched that of Joe however I never resorted to calling him names or degrading him.  It's also important to note that Joe informed me that my beef was not with Carstin and that I should sue the mom/pop store that we had ordered through.  Despite his acknowledgement that his installers did remove the drain, he still wants to involve one of your vendors into this mix.  I would imagine, given the reputation of this mom/pop store, that they generate a lot of business for Carstin.  I cannot imagine why in the world that Joe would want to cause a vendor harm over a mistake that was Carstin's.  I can tell you that they (mom/pop store) were very upset over this when I spoke with him.

Instead, Joe has caused Carstin Brands to be sued.  He has caused Carstin Brands to lose a significant amount of business.  He has caused one of Carstin's most respected vendors to now be involved in this lawsuit.  All of this over a claim that would have cost Carstin Brands roughly $1000 in deductible expense.  
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#1 Author of original report

Joe once again misleads.

AUTHOR: Bob - (United States of America)

First off, it's important to note that I contracted with Carstin Brands as an individual not as a business.  So, one would have to ask themselves what motives Joe from Carstin Brands would have to list my private, and uninvolved, business into his rebuttal?  It's obvious.  Just like he was on the phone with me, Joe is going to hit below the belt any chance he can get and try to cause as much collateral damage as he can.  In this case, he is now trying to harm my personal business.  I will let my attorney handle that one.

Regardless, Joe shows that he still, despite the evidence to the contrary, shows that he does not know what he is talking about.  He states that Carstin Brands countertops come with the sink already installed before arriving at the home.  We never purchased a sink from Carstin Brands.  His installers installed the sink on site and when they placed the countertops on the cabinets they realized that the sink was too deep for clearance.  It was then, and this was admitted by both Joe and Emily, that the installers removed a portion of the plumbing (just so happened to be the portion that the dishwasher was attached to) in order to get the sink to fit.  

If you check with the Missouri Better Business Bureau you will find that Carstin Brands does have a complaint filed against them and that their record is not without blemish.  Lastly, my complaint in no way was spiteful.  I informed Joe that I would make sure that everyone understands how Carstin Brands, Joe in particular, treats their customers and their vendors.  They have thrown a long standing vendor under the bus and encourage us to sue the vendor, not Carstin Brands.  When you have a business that admits to damaging your property, yet tells you that they are not responsible, wouldn't you file a complaint? Unfortunately, the actions of Joe alone, is going to be enough to cause a significant amount of collateral damage to Carstin Brands that should have never happened.  In the meantime, my homeowners insurance is taking care of this situation and have already started the subrogation against Carstin Brands. Cincinnati Insurance has already been notified of the lawsuit and will ultimately pay this claim out.  So, in the long run, Carstin Brands will be held responsible for the damage.  Plus, their reputation will damaged due to how poorly they have treated a customer.  It's a shame that there are people within Carstin Brands that care more about winning then they do about doing the right thing.
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#2 UPDATE Employee

Wrong Misleading Information

AUTHOR: Carstin Brands - (United States of America)

Bob Woodard of Illini

Community Insurance Group Tuscola, IL contracted with one of our countertop dealers to install new kitchen countertops in his home. We were the subcontractor. Carstin Brands does not do plumbing as a business practice, and it is the responsibility of the homeowner and our dealer to handle the plumbing. We recommend all plumbing should be done by a licensed plumber. In this case according to our dealer Mr. Woodard decided to do his own plumbing.

The day of our installation the plumbing was disconnected when our installers got to Mr. Woodards home. Our countertops come with the kitchen sink attached, but no strainers. We also drill the holes for the faucet. When our installers left Mr. Woodards home there was no faucet in place and no strainers attached to the sink, hence the drain which is a complete system was not hooked up as when we got there. We left a card that acknowledges waiting 24 hours before reinstalling the plumbing
so the silicone on the sink can dry.  I contacted Mr. Woodard as asked by him regarding the situation. Mr. Woodard stated that he had been running his dishwasher without the plumbing drains hooked up for several days. I asked him who is plumber was and received no answer. He was belligerent and threating on the phone call. We are very clear that Carstin Brands has no involvement with plumbing. Carstin Brands has been in business for 25 years being the largest countertop manufacturer in the Midwest.

We have good standing with BBB, no complaints filed against us and no other bad reviews other than this spiteful complaint from Mr. Woodard.   

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