Basement Remodeling, Bathroom Remodeling, Cabinet Installation, Cabinet Refacing, Cabinet Refinishing, Cabinet Repair, Countertop Installation, Countertop Repair, Custom Bathroom Vanities, Custom Cabinets, Custom Countertops, Custom Kitchen Cabinets, Flooring Installation, Historic Building Conservation, Home Additions, Home Extensions, Home Remodeling, Kitchen Remodeling, Outdoor Kitchen Construction, Vinyl Flooring Installation, Bathroom Design, Kitchen Design
Charleston, Daniel Island, Goose Creek, Hanahan, Huger, Johns Island, Mount Pleasant, North Charleston
MVP Granite employees are trained and certified for professional fabrication and installation of most surfaces as well as their continued maintenance. Best of Houzz 2017- Service
MVP makes every effort to explain the entirety of the renovation process from beginning to end, well before we even step foot inside of the home. We provide as much information as possible, which sometimes can be overwhelming, but understanding the process truly helps as we proceed through it.
Having said that, there are simply times that even with the best of intentions, understanding and then further being able to deliver realistic expectations can be quite difficult; this is particularly true in home renovation.
I am reminded of the expression, there are "three sides to every story: this side's, that side's, and the truth", For example, the communication below stems from a call you and I had over the phone where the very plan to address all items was agreed to by you and MVP. You will note that many of the items we agreed to address are clearly indicated as outside of our scope of work.
"Greetings, Mr. Hughes. I am stepping into the conversation as it stands presently regarding the install and subsequent punch requests for the countertops within your home. Fortunately, we were able to discuss the situation earlier over the phone and come to a mutually acceptable agreement. The notes below recap our conversation. Please let me know if any of this is incorrect, but under the assumption we are on the same page, we will proceed as follows:
Areas for repair- Correction:
1) Purchase and install customer selected MVP approved faucet.
a. ISSUE: The faucet broke during uninstall AND faucet spread was understood as a standard 4. In lieu of refabricating and reinstalling, MVP agrees purchase a 4” spread faucet.
b. RESPONSE: Katie is looking into a replacement faucet and will get back with us with her selections/options. Once we have sourced the replacement faucet, we can schedule to get this out and on site for connection which in this case, we will provide.
NOTE: The plumbing disconnection needs to be made prior to our crews arrival. In this case, that was not addressed and therefore placed on MVP to work through. While attempting to dislocate the plumbing which is not MVP's scope of work, the faucet was damaged, but as you know, we agreed to replace at our cost.
2) Dry wall repair and touch up around butlers sheetrock, butlers door casing, and to left of kitchen counter. Homeowners has paint.
a. ISSUE: Minor damage from install in tight area and newly exposed wall where laminate covered the wall.
b. RESPONSE: Minor damage from removal and reinstallation of tops, especially in tight spaces is common and to be expected to some degree. As stated on our all of our Estimates, “MVP is not responsible for additional scope(s) of work not include within the Estimate or the Sales Order to include carpentry, electrical, and plumbing.” Having said this, we will support minor repairs to the extent of touching up the dry wall (spackling) and trim (wood fill). This does not include painting.
NOTE: The statement identified above is found on every MVP Estimate and Invoice. Countertops are designed to fit snug and tight. The benefit is that the top is clearly custom made for the area. The negative, taking out an existing top and replacing with one that fits as well or better is very tough in a finished home. This concern is not exclusive to MVP, but all fabricators to the point that each shop has similar disclaimers. Indifferent to this, we made a fair effort to address the damage.
3) Repair tile
a. ISSUE: Tile cracked during demo.
b. RESPONSE: Same as the above. We will support minor repair to the extent of mending the broken tile in place.
NOTE: This issue carries over from the notes to the issue above. While it is most unfortunate that collateral damage can occur even though we make every effort to avoid any and all, it can still happen. We did agree to mend the tile in place. What was asked of after we came to an agreement was to replace that tile plus another that was not disclosed to us prior.
We have a few more things to do, but all in all, we should be able to clear up all of the above and successfully move forward. More to come!"
MVP approaches every opportunity of partnership the same. We are fortunate and blessed to have a great team and that includes our customers as we are all on the same team. Our apologies for the frustrations experienced. We will take steps to ensure, regardless of reason, a smoother process for future opportunities to come.
Thank you for the opportunity of partnership!