what do you have in writing from the contractor or installer?

I only have text messages from the contractor with a price, stating that it is the sample of Vicostone that i selected /confirming the brand and color. Nothing else in writing, except my asking for the Vicostone warranty info be completed.

I d

He asked me for the remaining payment today. I told him I would not pay until the product is warranted.
He whined that his installer hasn’t responded and that I’m the first client to ever ask for it...
I’ve actually realized... it’s not bait and switch... it’s right out fraudulent. Probably material/inventory the fabricator took from his employer.

So many red flags here. You always go see slabs first hand. You capture specific numbers off side of slab that uniquely identify slab. Contracts or specific written agreements protect both parties. Call the main company and discuss this situation. Their reputation is at risk here too. Are you new to the business?

So, nothing in writing? No contract. And $30 a foot seemed to be a realistic price to you? When most name brands go for over $100 a square? Who scammed themselves here?

My question was if anyone was familiar with the Linea- Phoenix brand. Wondering if it was safe. The company hasn’t responded to me. That’s all I was asking. I can beat myself up, I don’t need help with that.

This bid was over $100 a foot. But I’ve only paid half. Even if I had seen the slab, I didn’t stand over them when they installed it.

A contract can be written or oral for it to be binding.

We did the same with our fabricator, all through text. That is binding IMO. He did send us photos though with the markings and stickers before cutting. Do not pay the rest until they provide you with what you paid for. I have never heard of that phoenix-eu brand of quartz.

Gets better... on this company’s website, the use a logo next to a food safety message. I contacted the nsf.org (national food safety) and sent them this page from their site. She just contacted me and said this is not their logo but they are claiming it is food safe and the company is not on their list.

Also, the representative from Linea-Phoenix just emailed me back after my initial email. I specifically asked if his product was safe in my kitchen.

Here is is response... “
I apologize but, I am not sure I understand what the issue that concerns us is.
Quartz brands are so different in design that it is impossible not to notice what is being installed, regardless of the brand name or markings etc.
They are of absolute premium quality and among the best in the market yet, we do not compare our products to those from other manufacturers. We do not praise other products, not do we criticize them. Our products are not good or bad, just different!
Good luck with your project.”

Great, so he cannot tell me if it is safe, yet his website claims it is.
This is getting better and better. I guess it’s time I tell my GC the gig is up!

Most State's Attorney General's office will have a consumer protection division. I have had tremendous success getting their office involved in disputes like you appear to be having. Even the threat of turning a civil matter into a criminal matter tends to make even the most obstinate businesses find religion.

What was the text from the fabricator? Did he say you are getting "Vicostone xxnamexx"? Does what you got installed look like what you chose? How can they try to pass that off with a totally different brand?

Are the saying that the National Sciences Foundation tested their quartz? As that is the logo for the National Sciences Foundation.

It seems they are claiming a NSF certification, as in National Sanitation Foundation. Their logo is different from the one in the image above. NSF 51 is a standard that applies to equipment and materials that are safe for food contact. The manufacturer would have to be certified by the NSF to be able to make that claim. It's a big deal with potable water equipment, and when we specify NSF 61 certification, the manufacturer must be able to provide documentation of the certification.

I think Bry911's advice is spot on.

Bry911...thank you for that advice and your onsite.
This is exactly how I am planning to respond to the contractor. I just need to get my words together. I don’t want my house torn up again, but before I offer to just keep it, I need to make sure if it’s safe. And if there really is such a thing.

Yes, I have all the documentation from Vicostone that it I not there product. They use Breton technology...this technology is what most familiar quartz names use.

Regarding the logo, you are correct. The rep at www.nsf.org (The Public Health and Safety Organization ) verified that the LP company is using their verbiage but using a different logo. She did not find this company’s name in their database. She did not say if the www.nsf.gov tests Quartz or not. She has filed a complaint.
——
So, my first objective is to find out if this is safe. So, I emailed LP again and tried to get him to just tell me it is safe. This is his response.
——
“We are the largest reseller of brand name European quartz under private label.
All the products our wholesalers buy are NSF Certified BY THE MANUFACTURER.
Quartz is a raw material obtainable in nature . As a rule of thumb, if you think that Quartz is not safe, then there is no brand out there that is safe and if you think that it is, then it applies to all Quartz products out there, brand name or not.

Ms. S, you are not our client and, I am afraid, I don’t also know who your installer is, where and under what circumstances he got the material etc.

I received your picture. I am only in charge of the sales office in the USA and, at this point, I am responding to you out of professional courtesy, as our trade dealings do not extend to end users such as yourself, to GC’s or installers.

Please see above comment about “Quartz”.

Respectfully,
BA”
——-
I passed this LP response to the www.nsf.org and her response was...
——
‘Private labelers are not able to transfer the NSF certification unless they in fact get their own certification with NSF International. This will also be uploaded to the quality portal. The complaint number is xxxxxxx and you may contact quality-feedback@nsf.org for a status update at any time.
If you need further assistance, please let me know.
Thank you for your message.’
——
So, they can have their own conversations with each other shortly, as this doesn’t pertain to me per say.
I’m still not sure why LP couldn’t give me his wholesalers comp. name, so I verify if the are nsf.org approved... Maybe it’s a privacy thing.
—-

itsourcasa-
The GC brought the fabricator to my home with samples an the Vicostone samples book. I asked if he represented any other brands and they said, this is the best and the only one we use and recommend.
IMO-if you look at any quartz Carrara... (bianca, white, etc.) 99% of them look like mine. This link below is a google image each.

https://www.google.com/search?q=carrara+quartz+slabs&newwindow=1&client=safari&hl=en-us&prmd=simvn&sxsrf=ALeKk00lhXEhMsGtnOqgpOQf1I2XM7Lpbg:1583274422503&source=lnms&tbm=isch&sa=X&ved=2ahUKEwiW4KPsrP_nAhX-FzQIHdlADfkQ_AUoAnoECBIQAg&biw=1024&bih=1224

I’m pretty sure some of the pics are a stock photo.

Thanks all! I’ll update if I learn more... what a crazy ride! It should be safe... they mention that Cheesecake Factory is a client. But, they also used the wrong nsf logo.🤯

This is all I could find online regarding the brand that is printed on the slab...

Linea Phoenix eu-quartz
http://www.benarditi.com/home
http://www.phoenixproinc.com/about-us/

Why would you believe them when they say Cheesecake Factory is a client, when they’ve misrepresented other things?

Personally, I would be unwilling to use it in my kitchen given that all you have are their assurances it is safe and ongoing evidence that they’re misrepresenting themselves. With that combo, there’s just no way to verify safety.

Quartz is a raw material obtainable in nature . As a rule of thumb, if you think that Quartz is not safe, then there is no brand out there that is safe and if you think that it is, then it applies to all Quartz products out there, brand name or not.

This is obfuscation. Yes, quartz stone is a natural stone, but "quartz" countertops are a manmade, manufactured product which could have unsafe material added to the mix. I am sure that the person that you contacted knows this quite well and is avoiding giving you an honest answer. I would be suspicious that there is a good reason for that.

I'd tell your contractor that you want your money back or the counter replaced with the product that was contracted.

I suggest you contact the contractor’s state license board and file a complaint. You probably can get his bond...which is money in your pocket.
Then start over with new quartz and a new contractor/fabricator.

Tile setters and cabinet and countertop installers are specifically exempted from Florida licensing law, some of the most strict in the country. I would not be optimistic going that route. You can die from bad windows, electrical, and plumbing, but tile and tops, not so much.

This used to happen in the store fixture manufacturing business regularly. Saks 5th Avenue's architect would specify some fancy-pants plastic laminate and the store fixture manufacturers would pray that the archy never compared his sample to the stuff on the back islands. The savings between the specified brand and the knockoff went right into the manufacturer's pocket. If they got caught, Saks wasn't getting new laminate, they would get refunded the difference between the fancy-pants laminate and the knockoff. Same thing here.

Thanks, Joseph Corlett, LLC, for your comment about Florida’s licensing law. I live in California and wasn’t thinking how the laws differ from state to state.

I’m pretty certain that you don’t have to have a contractors license to be a contractor in Texas. It’s like the Wild West here.

Hello, i Know this is an old topic but I would like to know how your quartz is holding up? one lf the stone places we went to carries Linea Phoenix, there is a quartz im interested in but I do not know anything about this brand? almost nothing comes up when I search! thanks for any input!

Hello kdarrigo… the quartz is holding up fine. No complaints.

ITS FOOD SAFE

https://www.phoenixproinc.com/linea-phoenix/

Hi there, sorry you’re dealing with this. That’s incredibly frustrating.

I’m a licensed general contractor in Southwest Florida and unfortunately, this kind of “bait and switch” does happen more often than most homeowners realize, especially when there’s no formal contract in place or clear product documentation upfront.

From what you’ve described, a few red flags stand out:
• No paperwork or product tags confirming Vicostone at delivery
• No transparency during install (you had to chase them for the warranty info)
• A substitute product (Linea Phoenix) was installed, which is not the same category as Vicostone or other Breton-certified quartz brands

As for safety, most quartz products (even non-Breton ones) are structurally sound for residential use, but not all offer the same level of quality control, durability, or warranty protections. If the manufacturer doesn’t deal with end-users, that’s another indication this isn’t a top-tier product.

I’d recommend:
1. Documenting everything (texts, photos of the underside of the slabs, your original selection if available)
2. Sending a formal letter or email asking the contractor to explain the discrepancy in writing
3. If no resolution comes, consider small claims or a consumer protection complaint, especially if you paid expecting Vicostone

You’re not alone, and this is why I always walk my clients through material selections with full transparency and documentation. Happy to answer any questions if you’re unsure how to proceed.

Wishing you the best as you work this out.
Nicholas
Key Construction, LLC

" Hi there, sorry you’re dealing with this. That’s incredibly frustrating. "

5 year old post @Key Remodeling & Design.

Just realizing this is an older thread, leaving this note in case others come across it later.

Unfortunately, we’ve seen similar issues in our Florida remodeling projects where a substitute product gets installed without proper transparency. For anyone else in this situation, it’s worth documenting everything and requesting the contractor respond in writing.

We always guide our clients through product selections upfront to avoid these headaches. Wishing everyone the best as they navigate things like this.

• Nicholas, Key Construction, LLC

Here is what I do for many of my clients. When I receive a factory confirmation, whether it's for cabinets or countertops, I take phone pics and send them (my clients) the pertinent information. For instance, for cabinets: Brand, door, wood, and finish.... for countertops, I send the laser template layout, brand of quartz, color, edge....etc. Doing this for many years now, as it helps me double-check the orders with my clients so there's zero miscommunication about their final selections and no order errors. It also gives my clients peace of mind when ordering thousands of dollars worth of materials. :-)

Yep, old post....but old posts can hold great info to pass along.