Backsplash Installation, Countertop and Tile Sealing, Countertop Installation, Countertop Repair, Countertop Sales, Custom Countertops, Granite Countertops, Marble Countertops, Natural Stone Countertops, Quartz Countertops, Stone Installation, Tile Countertops, Tile Installation, Tile Repair, Tile Sales, Wood Countertops, Laser Etching
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I wanted to fully address each issue Julie expressed. It was a pleasure working with her those four months and we appreciate our long standing relationship with her builder. I will address each of her complaints below.
When Julie first came to us in September she selected a special order quartz for her Kitchen and Master bath that the vendor told us, came in a Jumbo slab. All of her dimensions were calculated on price based on the slab size. We certainly rely on our vendor information and when that ends up inaccurate it brings us a problem we have to solve. She chose an In Stock quartz for her laundry and powder room. She liked the In stock Quartz very much and it was $33.00 sq. ft less than the other so she was happy about saving money by doing everything in the In stock product.
Unlike Granite, Quartz comes in a specific slab size so her Island cabinets always had to accommodate the product. We did not waste any of the product in fact her layout had measurements that took us into a 3rd slab that we did not charge her for. That did benefit her as a consumer. She had a very large Island, the entire width of the slab with a 15” overhang for bar stools.
If you are not familiar with this industry you might want to know that if you install counter tops without a backsplash it is almost certain you will have gaps as walls are rarely straight even in new construction. We recommend the 4” splash or some kind of decorative tile. She did not want a 4” splash so she had gaps where the counter met the wall. She was aware of that and asked us to fill in the gaps after install. We advise homeowners to get paint able calk so it matches each wall color but we did as she asked us.
The cooktop was cut properly. You must be able to slide the stove back in. Her particular model sat above the counters, not flush. She didn’t like the small opening so we came back and filled it in for her with the calking product we normally use for that quartz. She let us know right away that she didn’t like it. I called the vendor to see if there was some kind of other calk they would recommend. They did not have anything different. I called a material vendor and gave them the product name and color and they had a match they always use. We ordered it right away at double the cost of our normal one and did not charge her for that. It took over 3 weeks to get it in. We scheduled our guy to come out again and after the job was done she called the next day and said it looked worse.
We have been to her home several times and had numerous meetings about what else we could do to satisfy her but unless we can invent a new product, which is where we left it to see if our craftsman can sprinkle quartz shavings into a calking substance and come up with a closer match, there doesn’t seem to be anyway to please her.
Her last paragraph is also defamatory and damaging not just to our craftsmanship but to our integrity as well.
We have been in business for 13 years and are constantly striving to be the best we can be. We have an excellent reputation with thousands of happy clients that keep coming back for more projects. We all love what we do here and enjoy our long standing relationships with our clients.
Human error does happen and when we experience it we don’t just feel bad we do something about it. Sometimes it gets corrected the next day sometimes more time is needed but we fix it. Sometimes clients have expectations that are unrealistic, we don’t walk away we proceed to an end that will satisfy our client. Some clients need more attention than others and we give it. I gave Julie my personal phone number and she called and texted me numerous times with questions and comments.
Her experience expressed above, while upsetting for all of us, is not the full story and I hope my input has brought clarity to the issues. We offered to remove/replace the island and the offer still stands.