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Caesarstone installation question. Am I being too picky?

9 years ago
last modified: 9 years ago

Please stick with me here to the end! I really need some good advice!

I recently had a Caesarstone quartz kitchen countertop installed by "certified" Caesarstone installers from Burnsville, Minnesota (in the color Nougat). I trusted that they would follow Caesarstone installation instructions. Silly me. There are a number of problems. Four with the finish and the rest with installation fabrication that void the warranty.

Poor finish fabrication:

1) The flat side edges (not the top) have a few large rough spots that are noticeable because a) they look "dirty" and b) you can feel them.

2) The "standard" profile edge is uneven in spots.

3) I can feel tiny chips out of the quartz here and there along the flat side edges (not the top).

4) The outside radius corner is obviously uneven.

Installation and fabrication voiding warranty:

5) They mounted the sink with sink clips. Nothing is screwed into the underside per se, but there are slots and the clips hold the sink with the head of the screw in the slot and tightened from underneath. The Caesarstone installation manual expressly says "no mechanical fasteners". The Caesarstone warranty rep after the fact said over the phone that 90% of installers use sink clips and there won't be a problem. I said can you put that in writing. He wrote "while the use of sink clips do not automatically void your warranty, if there is a failure in that area, your warranty will be void".

6) In order to make the sink clips easier to install, they cut huge (like really huge) parts out of the top sides of the hidden cabinet walls under the sink (without my permission) thereby eliminating an alternative method of sink undermount support and eliminating the area for structural counter support and glue next to the the sink on each side.

7) They cross cut the 2 inside corners. The installation manual says the inside corners must be radius cut. The installer said they do all the work for IKEA and this is how IKEA customers want them done. (By the way the majority of the rough side problems mentioned in #1 above are near these inside corners.)

8) They "secured" the countertop after setting it in place with NO glue underneath, but by running a bead of glue under the perimeter edge on my newly painted cabinets and then smoothing with their finger. That's it. The installation manual says to put glue on top of the cabinets evenly spaced at certain named intervals.

So what do I do? I need some serious advice for each of these items. It has a new undermount stainless steel sink, faucet, etc that I paid a plumber to disconnect the old and install the new. It may not be as simple as just having them redo the whole thing. Please address my following concerns to such:

Options:

1) Live with it as is, it's not worth the headache. Get in writing that the installer will warranty it since the Caesarstone warranty has been voided 4 ways to Sunday (I could probably find 6 if I kept looking).

2) Have them repair onsite in my home what they can of the unfinished side edges and uneven outside radius and small chips. Is this possible to do properly onsite? Is this quartz dust a health hazard in my home? Can they wet sand it onsite? Is dry sanding good enough? This doesn't address the ways they voided the Caesarstone warranty. Get something in writing from them?

3) Have them take out the whole thing and repair what they can properly.

4) Have them take out the whole thing and completely remake it.

If they do option 3 or 4, I don't want to create a bigger problem. Will taking it off my painted cabinets the way it has been glued affect the paint? Will that glue need to be removed? What about removing the sink and getting a good seal the second time around? Does all the glue need to be removed? Should the entire thing be remade per installation instructions since it's a little late for the inside corners and the holes made for sink clips to slide into. Also, remember there are huge pieces taken out of my the cabinet on either side of the sink which makes an alternative mount difficult if not impossible.

Why would the Caesarstone rep tell me 90% of quartz installers use sink clips slipped into slots made in the underside of the quartz if this essentially voids the warranty. Should I have them do option 3 or 4 but still mount with sink clips? Does that make sense to insist following all the other installation and fabrication instructions but still be ok with sink clips?

Thank you!!

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