ComplaintsforKeystone Granite & Tile, Inc.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date 4/20/2022 We purchased a quartz countertop for our basement from Keystone Granite & Tile. The company had our layout/design drawing when we picked out our countertops. We signed a contract and put down a down payment for the quartz that was picked out. We were under the understanding that it would be one piece when we agreed to the contract. There was no mention at this time that they might have to cut the counter down the middle. They had a templator come out to our home to make measurements in our basement. When he came out it was determined that they would have to put a seam in the countertop. They never contacted us or discussed that there would have to be seam down the middle of the counter through the sink. They installed the counter and it was then we realized there was a seam right in the middle. They also used the wrong caulk color which they did come and fix that. I contacted them about the seam and the reasons kept changing on why it had to be there. The final reason was for the safety of their installers. We told them that our decision would have been different if we were told there would be seam when we signed our contract. I signed the contract under the assumption that it was going to be one solid piece. The installer even mentioned that some people choose a different design in order to hide the seam. We were not given this option because we did not know the seam was going to be there. We should have been contacted when the technician came out to do the final measurements for the counter. We would have changed our decision if we would have known about the seam. They only thing they have offered us was "I am unsure why there is still an issue. We have apologized numerous times for the miscommunication about the seam." I was told that I would hear back from the manager but he never got back to me.

  Business response

  06/08/2022

  Hi *******,

  We have discussed the seam with you numerous times in regards to why a seam was placed. 

  1. Your piece was 116 1/8" long.

  2. Your kitchen was in a basement and the turns around the corners would not allow the piece to fit in one piece.

  3. It is NOT safe for any person to flip over a 116 1/8" piece to try to attempt to make it fit. This is a liability issue.

  4. We never discussed your piece being one piece without a seam and we have sent you the contract confirming that it does not say this.

  5. Your piece is between 3 walls and even if you had a straight entrance with no turns on the first floor level, your walls would be scratched and damaged.

  6. It is not possible to make this one piece.

  I have spoke to the manager numerous times about your job and it has always remained the same answer. Your contractor was VERY satisfied with the job and praised the installers on the color match on the seam. Your reasoning has been that you would have picked a different stone so you wouldn't be able to see or feel the seam, however, any stone will still have the same appearance. 

  We have been out to your home to correct the issues with the caulk. Again, I apologize the seam was not mentioned, but I am still unsure what you would like done as you have not told us. 

  If we were able to install your countertop in one piece without a seam, we would have done so, however it is not possible. Please give our office a call.

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