Granite country installed quartz countertop. It is etched with smudges and fingerprints after they used acetone during install to remove glue. The seam is rough and uneven. They are not claiming responsibility. Thus, I cannot recommend.
- Company Response
Good Morning Bruce,
My name is Lisa Nguyen, Project Manager for your account.
Thank you for your review, I am very sorry to hear about your bad experience. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.
I would like to address your comment on: Denial of responsibility.
When the complaint was brought to my attention I immediately respond by email explaining options to correct the seam unevenness; with an explanation of why it happened.
Explanation: for seam being uneven.
Thickness Difference: There is a 3/16” tolerance with that thickness.
What do you do if this difference ends up on your seam?
You will have a visible seam, you will be able to feel it and see it much easier.
Leveling will not alleviate this, this issue will occur even when the two pieces are leveled right, because the problem consists within the stone. Unfortunately there is not much to do in this case. Sometimes, we are able to buff the stone, and in other cases we are able to adjust the thickness as best as possible, using a special machine. Every case is different, so we have to address every case separately. Another example of a case by case scenario, is that some stones do not take to polishing. It would be a bad idea to buff the surface of the stone, as the area will come out to be homogeneous with the rest of the countertops.
I had offer to service the seam; and explain the pros and cons of the end result. In the end the offer was rejected.
Regarding the smudges and finger prints left on the counter top after installation.
After all installation there is a product control walk through with the homeowner and the site supervisor. A completed satisfaction sign off sheet was signed and dated.
When the complaint was brought to my attention, I did not question or interrogate but instead I offer to have one of my installer to come back to clean up the mess, free of charge.
I believe I have taken responsibility for all the complaint you have listed in your review. If you’d like to discuss this further, please contact me at firstname.lastname@example.org
I look forward to hearing back from you,