Technically this is not the responsibility of your contractor: yes he should dot he right thing and take care of it by making frequent contact with the fabricator. But the warranty, fabrication and install is all a responsibility of the manufacturer who he had install the slabs.

I'm very new to this - so I hired the contractor and paid him, and he dealt with the manufacturers and installers.. How is he not responsible when the agreement was with him?

Thanks!

Unless he did the labor to install the slab than the warranty and liability is on that of who installed.

Its similar to a situation i am dealing with with a screen door I bought from homedepot: it is leaking and allowing water into my home and subfloor. But home depot is not liable- Jeldwen is.

Just because you bought it from him doesn't make him responsible for damages.

I had my granite installed today. I meet the guys at the door, I always have juice and donuts for them. I then go into the kitchen and explain the job to them and go over the details of what I want. The crews usually want to do what the owner wants, and they want to make the owner happy. But you to tell them this before and during the installation. I check on the work every 5 minutes or so. there is always some q and a and I compliment the work. You cannot hide in the house or make excuses why you did not supervise the work, yourself. it is your house,, your money, make sure thi gs get done right when theyare happening. btw, I had a great install today for my kitchen. I gave the lead guy $40 and His helper $20. I had another crew showup and help but they left before I passed out the $.

I think wacokid was trying to say that I did not supervise however my home is open concept and I was in the other living space. The scratch had to have been made before it was brought into my house as I did not see them rest a tool on the counter or anything that would cause this kind of damage. I am kicking myself for not seeing this scratch when they were here. I am kicking myself for handing over my hard earned cash.

The contractor said that they should not buff it out as it ruins the finish so I would have a dull spot without the sheen of the rest of the counter.

I am absolutely beside myself.

No, but they can fill it.

They mix resin and dye it on sight, just like when they install two slabs where they come together at a seam. It is difficult to do, but many times I have had the fabricator come back out after the fact and "fill" the hole.

I truly appreciate all the feedback and am completely at my wits end and so new to this.

Actually my post did help, she will not let this happen again on anything else. My point is, it is your money, it is up to you to get the job done the way you want it. Back to the problem, you could have one company that actually fabricated the quartz and another install it, coplicating matters. Good luck.

If you don't have a contract with the fabricator and only have one with the contractor I always thought the contractor is ultimately responsible for all the subcontractors he hires. Hope you haven't paid anyone. I can understand a deposite of course but not full payment till your satisfied. This is an eye opener for me if it turns out against you. I hope the contractor steps up. After all, the payment to the subs comes from the contractor.

I only wish I hadn't paid the full balance

It might not help you now, but wacokid is correct. After our own live and learn situations, my husband and I are constantly checking on crafts people who are working in our home. Don't go off to work or anywhere else. I'm saying this hoping to help others with their projects.

OK I think this could happen to anyone. My question is responsibility, if your contract is with the contractor why where you paying the countertop fabricators directly. We did our kitchen and the only company we wrote a check to washout contractor. It sounds like maybe the line of responsibility is mixed up.

i just experienced a similar situation with my quartz countertops. my countertops were installed by a company subcontracted by Lowe's almost everything about the job was a mess from fabrication to cutting of the stone. my countertops had smear marks scratches not to mention stoned didn't fit the best it could have on the counters. the installer offered to replace the counters but it was taking too long for him to get acceptable replacement counters so my purchase was discounted by half $2400 refunded to me. I have a pretty good idea what you are going through my advice to you is keep things in proper perspective don't let that scratch put you in the hospital. I just completed a total floor renovation and I thought I was going to loose my mind during the process however once all the dust was cleared away and my house put back together I am very happy with the end results and the imperfections I mentioned aren't noticeable to visitor to my home nor do they make me as crazy as they once did.

One other thing I had an advantage by purchasing the countertops through Lowe's the stone installer didn't receive one nickel til I was completely satisfied.

As far as sanding the scratch out I wouldn't advise it quartz is a funny material rub it to hard with a ruff pad you'll get a dull surface that'll look much worst than that scratch. Best advice to you is to decide how far you want to go if the contractor doesn't do the right thing. If you think you got a case you can prove drag his (you know what into court) which will probably give you gray hairs or you can place a nice dolly over the scratch and have a glass of your favorite beverage and admire your new renovated kitchen I'm sure overall it looks fantastic.

All projects are stressful and have problems. Take your time and keep on the person you paid to get results. Calvin, nice kitchen, did you design it? One of the best kitchens that matches the space that I have seen.

This is one of those live and learn lessons but if you paid the installer that is who is responsible not the contractor and never pay cash at least when you pay by check you can stop pay.

Nice kitchen Calvin, and good advice. And I love that your dog gets center stage.

@flopsycat1 thank you and yes he does.

@wacokid thank you and yes I did.

Yikes, I just posted my own counter disaster. A number of these companies do not accept Visa; they take either cheque or cash. There really is no recourse back to them once the cheque is cleared. If Visa was a payment option, I know I would have filed a dispute and had the credit card charge reversed pending fair and satisfactory resolution. I've been left with holes in my counter by Ace Quartz. A couple of pictures attached but four holes in total in my long awaited brand new counters that I paid close to $4,600 for :(

That's just so not right janaran. Hope the company steps up.

@janaran I can absolutely relate, I hope you get further with your contractor than I did. I am in the process of filing with small claims court. I feel for you

Appreciate the support! I'll be reporting to the BBB. I've also reached out to a few local stone companies to get their opinions on whether in their professional view they believe the repair done by ACE Quartz was done within industry standard and represents quality workmanship. So far, they believe ACE should remedy the situation given their technician (who apparently had 27 years experience) did the damage. I don't believe what I was left with represents quality. ACE gave me a sample of what a repair would look like before they worked on repairing my counter. The sample did not have any holes or shrunken residue. I still have the sample with me. Wonder if there are means of consumer protection - have never had to deal with such an issue so more research required on my end. Any suggestions welcome. New counters don't deserve to have holes. Good luck on your counters!

@sativa They mix resin and dye it on sight.

I spoke with many quartz repair people, well the few that actually were considered quartz repair, I was told no way to actually fix quartz as it's finicky and man-made material unlike granite which is natural and you can fix in and polish to make it like it never happened.

This is an old post, but a good lesson learned!

I think I too have been dupe. I have scratches, a yellow hue when it is supposed to be solid white. How can I get proof of what the stone is?