New Quartz Countertop Issues / Holes

9 years ago

The stone was purchased from Ace Quartz who operate in Vancouver lower mainland area. Stone is nice but came with red and blue colour defects. Picture included.

Stone was installed and my kitchen completed with backsplash before the stone company came to review the defects. It seemed too late and too risky to rip everything out to replace the counter top with new slabs and as such I opted for a repair instead. The stone company brought in their technician of 27 years experience who scraped out the defects and filled the holes with some sort of glue. The next day, the fill they used either shrank or completely fell out. I've been left now with holes. Ace has indicated that is the best they are able to do and after told me they did not guarantee the repair? They have ignored calls, emails. I paid $4,600 for just the stone and labour for my 10X10 kitchen which was comparable to other quotes received from other well known quartz suppliers. Is there a fix and is this the best that should be expected from a repair?

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janaran
Original Author

9 years ago

Appreciate the feedback. The quartz supplier and brand is ACE Quartz. ACE brought in their technician of 27 years experience to repair the discolored areas but instead left it damaged. Sophie Wheeler, they only told me there was no guarantee AFTER they attempted the repairs. Prior to attempting the repairs, ACE gave me a sample showing me what the results of their repair would look like. The sample has no holes. Yet, my counters do. I still have the sample with me. The fabricator has tried numerous times to get ACE to remedy the situation and at least acknowledge their poor workmanship but no luck on his end either?

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Comments (6)

Carol Johnson
9 years ago
I'd request replacement. If you get no where with the fabricator try the quartz supplier.
User
9 years ago
No ''repair'' should have been attempted. Resin pooling smaller than a dime is within the material's parameters. If they told you that they couldn't guarantee the ''fix'' then it was your choice to jump into the fire.
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PRO
Attleboro Kitchen and Bath
9 years ago
What brand of quartz stone is it? In our experience, the manufacturer is the one who should be contacted for a color or surface defect. By attempting a repair, your installer may have made the manufacturer's responsibility null and void. Sorry this did not end well for you. I hope the installing company stands tall and again offers to replace the countertops.
printesa
9 years ago
You might have had a resin pooling, which can happen sometimes. Call the manufacturer and see what they say. Normally, the installer should have let you see the slab first. We did that with our quartz slab for the exact same reason..didn't want to have any of this pooling, which they call a feature,,
kesme
9 years ago
We went through a similar situation after installation, but our supplier came back three times until we were satisfied. I don't know what the problem is with ACE, they should stand behind their work especially if they gave you the option of repairing and showed samples of what you should expect. There are some companies out there that are not trustworthy, unfortunately it looks like ACE falls into that category.