ComplaintsforAbsolute

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered granite countertops for my kitchen from Absolute. When the 2 slabs arrived, I did not approve of one slab. A second was brought in from a different city, which I appreciated. I approved the second slab. I went back to their office to check their layout plans, which I did not approved. A second layout plan was completed, which I did approve. The gentlemen came to my house and measured the counters and the new sink. When the installers arrived, the hole for the sink had been cut in the wrong spot. The company replaced that section from the slab that I had disapproved. The granite pattern does not align, and looks absolutely horrible. There are still rough spots on the granite where it had not been smoothed out. It makes me wonder if they even sealed if properly. I paid over $7000 for this granite and every time i look at it, I feel like I'm going to be sick. Be warned, so not use Absolute for your granite counter tops.

  

  Business response

  09/20/2022

  Hello, we are aware of **** **********'s disappointment.

  We templated and fabricated her countertops.  Unfortunately the sink cutout did not align with her sink placement. It is a cast iron sink and the carpenter/plumber was not able to put the sink in the cabinet how we had templated it. Had we known it was a cast iron sink prior to the template, we would have insisted on having it permanently installed BEFORE the template.  Since this was not the case, we went over the sink situation, discussed the placement and the templates were signed off on.  (see attached)

  When the sink got installed, it was not installed per the template.  Instead of blaming this on the homeowners, we jumped into action to remake her sink top at our cost.  We used an entire slab to do this at a cost of well over $2000 to us. 

  We do our best to secure material that is as similar to the original selection as possible.  In this case, the replacement material, Solarius, was from the same block but not "consecutive", meaning that the coloration and general pattern is similar but the veining is not a match.

  We re-cut the sink piece from the area most resembling her existing countertops.  I know we did our best to match color because we used an entire slab of material to get 1 piece.  We were not able to keep any of the "left over" material because we wanted to find the best piece for matching purposes and that left nothing usable remained.

  As far as rough spots, I don't know about this.  The slabs come from the quarry already finished.  We do not do anything to the surface.  We did seal the countertops.  Sealing has nothing to do with smoothness, it is a process where an impregnator/sealer absorbs into the top layer of the stone for protection.

  I am not sure what the solution is unless the homeowners want to buy new countertops.  We will be happy to do it at cost.

   

   

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