Granite install oops!

17 years ago

My granite installation was scheduled for 8 am today and I took the morning off work. The installers arrived right on time and got to work. Everything seemed to be going smoothly until the long section to the right of my sink is fitted in and it is 3 inches too short! The installer tried to say that there must be a 3 inch strip piece that they left behind. I of course said NO. They then call back to the shop and the owner (who had done the template himself) is on site at my house in 20 minutes. He gets out the tape measure, compares with the notes, looks at me and apologizes and says that the piece has been cut wrong. He then checked the templates for all the pieces and finds another one that does not match the template. Then he calls the fabricator, tells him about the mistakes, instructs him to pull another slab from the same bundle and be ready to cut as soon as he returns to the shop. Tonight they are cutting a new piece for my sink wall (an almost 8 ft long piece) and the cooktop section next to it.The owner assured me that he will be back at 8:30 tomorrow morning to complete the install. He must have apologized at least 5 times and even said " I am embarrased. We have quality control measures in place and this never should have left the shop." The delay is a bummer but we are happy with the quick response from the owner and his willingness to correct it as quickly as possible.

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Comments (10)

salmon_slayer
17 years ago
Good to hear the right thing is being done. Mistakes do happen, Sounds like a good credible owner.
User
17 years ago
Yes, mistakes happen. When they are dealt with in a timely and professional manner, that speaks to the integrity of those involved (and those who can "fess up" to an error).
Glad things are being handled so well.
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remodelfla
17 years ago
I'm sorry for your disappointment but how encouraging for someone to post about an extremely positive response from a business owner. I can't wait to see finished pics!
lyno
17 years ago
I hope you'll post pictures after the install! So glad you had such a reputable dealer!
janwad
17 years ago
My guys weren't too concerned when an end piece was cut wrong, and neither was I. Nothing depended on it and it took a couple of weeks to get it redone. The replacement piece was cut from the wrong block and didn't match at all.

They did a 2 hour round trip to the yard and fixed it and were there until 8 that night.

There is just nothing like real service.
minette99
17 years ago
I had a similar experience with my granite. When they came to install, my island overhang was short 4 inches. They apologized all over the place and replaced it in a couple of days. The best part of my story is that the new piece was even more beautiful than the first piece! I was so thrilled with the new top, so it all ended well.
anniewy
Original Author
17 years ago
They arrived an hour ago and everything dry fitted perfectly ( except for the mitred corner on the bullnose which they cut on site). The head fabricator and head installer are here and working the seams now. We are keeping our fingers crossed until they are done.
anniewy
Original Author
17 years ago
Granite is in perfectly! My appliance installer came over and dryfitted DDvent and cooktop(cutout had to be enlarged slightly). Hopefully I can post a picture tomorrow.
azstoneconsulting
17 years ago
Anniewy-

Ya gotta give some mega-kudos to your Fabricator!

Sounds like you have some decent guys working on your project in spite of the
mis-cut piece - they "cow-boy'd up" and did the right thing by you.

Yes, we are all human, and yes, we all do make mistakes.
The DIFFERENCE - is the way that
we all address those mistakes, and make the situation right.

I would say you have some first class guys in there taking care of the problem.

Hope that everything turned out OK.. Post some pics if you can..

kevin
Buehl
17 years ago
You are so lucky! My installer wasn't nearly so gracious about their mistakes (or would even admit them, initially).

How they handle a mistake, IMHO, tells you more about them than if they do a perfect job the first time.

Now, you need to tell all your friends about these guys...I'm a firm believer in telling everyone when I come across people like that...it gives them more business and incentive to keep doing the right thing! Many kudos to your fabricator/installer!!!