ComplaintsforGraniterra Stone Gallery & Kitchen & Bath Design

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We chose and ordered Quartz countertop for our kitchen redo in Dec12, 2023. We had a employee come to do an electronic layout to fit on 2 pieces of chosen quartz. We then were asked to view said layout sent via email to approve seam areas and vein matching. We were not accepting of first set of drawings so they redid them with the pieces again and we approved them. Today, 01/10/2024 they came with the pieces to install. The 2 areas of vein matching didn’t match and one piece was not wide enough behind the stove. Their owner, came to our home and said he wouldn’t do anything about the matching. They insisted we approve the vein matching cuts prior. He said they don’t always match and if I wanted to pay for another slab that was the only way. Our contract doesnot state that there is a possibility of not matching. He tried to get us to accept cutting into the back of the cabinetry so the stove could be moved back and have less reveal (1 1/2 to 1 1/8) and still have a gap between the stove top and counter top. His final request was to have that piece remade out-of a remnant from the countercut and add another seam next to that. I feel he should have to purchase another slab at his cost due his employees mistake on both not matching veining and wrong measurements. I am unhappy that I forced to accept his lame fixes to these problems not caused by us.

  Customer response

  01/12/2024

  We bought a filler to take care of the miscut behind the stove.  
  

  Business response

  01/17/2024

  This project was based on 2 sheets of stone to be fabricated as clearly outlined in the proposal. The "vein matching" is an additional service that we provide as a complimentary effort to ensure the flow of the vein is "tasteful". It is a subjective process and does not always result in a complete accuracy due to several factors. Two key factors being the randomness of the stone, and most importantly the yield of the material. As in the attached layout, it is not feasible to get all veins to connect considering the turns and angles of the stone. We do provide a general layout for approval as a complimentary service but not a guarantee (this service is not common in the industry as not all fabricators have the technology to perform it). Our contract is clear about that.  There is a charge for a layout of $250 bucks for a digital layout and customer was not charged for that. Also, this project would have been priced differently, and more material would need to be allocated and the price will be reflective of that if a digital layout was paid for.

  Additionally, the stove was not in final position when digital measurements were performed as required and as indicated in the signed contract. It was loose and placed on movable wooden planks. that shifted around during template. This resulted in a small install discrepancy which we provided a good solution for at no extra cost. My understanding was that the client was agreeable to this solution and the end result was 100% as planned.

  I will again check with their sales person to ensure an amicable solution is the outcome here.

  Thank you for reaching out.

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