ComplaintsforCountertop Surface Solutions

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have all emails/text/copy of calls-short summary is 8/22/22-Son of owner did template for granite countertop-He said where he wanted to put seam-I told him ABSOLUTELY NOT! Wanted to put it in front of 6 ft picture window-He said he didn't think slab was long enough-I brought out all paperwork & meas tape to show him it was-I told him anywhere past the window was fine & I didn't even care if the pattern matched up-just be sure seam was NOT IN FRONT OF WINDOW! He then finished template and left after having me initial a paper stating he was here and collecting my check for deposit-He did not go over the measure with me before leaving-8/26 went to owner to speak to him regarding template-MADE SURE he knew that I DID NOT want the seam in front of window-He said he did not have measure there but would make sure it was correct on template-Scheduled 9/12-His son and another guy came-when they installed the sill I made comment I was glad they notched the corners as we discussed-his comment "my dad does exactly how I write it down" then came time to install counter-brought in first pc-I immediately said this is wrong! Seam was EXACTLY where son wanted to put it in first place! Son said well what do you want me to do-I said what can I do-I have no sink/countertop-he went outside-assumed he was calling his dad-then came in with other pc and finished install-I immediately called owner-was told he did not have measure-Asked what my options are-He promised he would check for other pcs to replace-9/14 emailed him about replacment-out of town-9/21 Called him-asked if he would be in-said no-text him 9/23 said he would be there till 11am-I stopped & discussed issue-first time he brought up fissures-I know that his son wrote my measure out wrong & asked to see measure-He did not have it-said he would follow up w/MSI-never contacted me-I started pressuring him in Jan to get taken care of-rcvd letter saying nothing he would do for me-I emailed back requesting compensation-He ignored

  

  Business response

  05/13/2023

  As a fabricator we try very hard to accommodate the request of customers regarding layout and seam locations if it makes sense with the materials and we are not burning up the slab to make it work.

  In this particular case, this material has numerous fissures, which are minor cracks in the material. Not uncommon to some colors of granite, making the material very fragile. Due to the numerous fissures and cracks in this material, I was limited as to the size of pieces I could cut without the pieces breaking or falling apart once they were cut.

  Unfortunately they did not fall in the location the customer wanted, again due to the size. I could not get a piece long enough to put the seam where the customer wanted.

  We discussed replacing that particular piece, but any remaining slabs that would match had the same issue.

   

  Customer response

  05/15/2023

  The measurement was done improperly in the first place.  I asked to see the measure several times and have been denied, so never was I given any copy or even allowed to see it after requesting.  I spoke to the owner Jerry regarding his son wanting to put the seam right in front of the window and was told he would look and make sure he didn't write it up that way. Since he "did not have the measurement there" when I stopped in to specifically talk to him about it!  Never heard anymore about it so since he said he would look at it when he got home I trusted he did!  

  There was no communication to me about any "fissures" until after they arrived with the granite to install which was cut exactly where his son said he wanted to put the seam and I told him ABSOLUTELY NOT!!!  I should have been called and told if there were problems during the cutting of the granite. I should have been told they could not put the seam where I requested it if this was the case. I should have been shown that there was a problem before they just showed up with it cut wrong.  Even if there were "fissures" they had just under an extra 3 ft to work with to put the seam where I wanted it, so they had plenty of granite to work with for what they are trying to say the so called problem was.  Even in his last letter to me he admitted they cut it wrong when he made the comment "when we laid out the sink run, IN THE SAME LOCATION AS IT IS NOW"  tells me they were cutting it wrong in the first place!  

  As I told him in the letter I responded to, I would have never paid him the final payment of $1919.00 had I have known he would not stand by his guarantee in which he promised I would be taken care of.  He even sent out a defective $200+ sink in which I tried to be nice throughout this entire mess and told him I would live with. But when they showed up with my granite cut wrong that was something I should not have to live with since there was ZERO COMMUNICATION FROM HIM!  
  
  Regards,
  
  ******* ****

  

  Business response

  06/08/2023

  I do not agree with Ms ****. I am opposed to any refund given the fact it was material she selected and we did only what we could do given the material limitations. I think that any kind of refund I may offer would only offend her.

  Customer response

  08/02/2023

  7.31.2023 BBB received notification from the consumer stating that she does not wish to further pursue her complaint through BBB Dispute Resolution Services.

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