We have many significant problems in our Caesarstone counters as installed by Dea Marble. We are in the process of having our main kitchen counter replaced by a responsible fabricator so that our kitchen renovation can be completed. The overhang on our main kitchen counter is twice the size we specified and twice as large as what was installed on our island. There are large gaps between the counter and wall that will make it impossible to install a standard size backsplash. The join of the two quartz pieces was extremely uneven and there were large pieces of adhesive on the surface of the counter. Note that they did at least have someone improve the front of the seam by removing the chunks of adhesive and surface polishing the Caesarstone. Ultimately they seemed to blame Caesarstone and had their representative come to our house. The Caesarstone representative took pictures and relayed specific instruction to Dea Marble on how to fix the problems. Three weeks later we have yet to hear from them. Dea Marble has shown neither the willingness nor the expertise to fix the counters. Dealing with this company has been extremely painful to say the least. I was yelled at that fixing these problems wasn't a priority because according to Ledi "we aren't making millions on this job". Apparently we weren't sufficiently appreciative of the work that was done. It was our mistake to have trusted this company and paid in full. They have many excuses (their subcontractors, the weather, Caesarstone, etc etc) but I don't get the impression that this quality of work is unusual for them.
- Company Response
We did the best for you, regarding your countertop. We did the countertop in record time and with a great price, just to make you happy. The installers came in the snow storm to install your countertop and they did a wonderful job. Please keep in mind they installed your huge island (107" x 38") in one pieces and the material was extremely heavy 3cm quartz. To make you happy they had a hard time to come inside to your house ( because for a huge island you didn't have access from the front door) and they enter form the back door, in the heavy snow and cold day , holding 400 lb. slab so you can have one piece island, but this for you is not important.
You are blaming us for something that is not our fault. Your cabinet (that you husband has installed) were uneven from the front, so when we cut the slab to fabricate your countertop, the saw machine doesn't cut uneven, but the cut is so precise and is with laser, so is normal that it will be a gap in the end, because even the wall are not straight, so for this do not ask us to fix you wall and you cabinets, we are only stone countertop company. The countertop is already touching one side of the wall, the other side that you have the gap is where the wall is not straight and you do have the same problem even with your pantry and we did mention you the gap that you have behind the pantry is the same that is behind the countertop. Before you blaming us for the gaps, you should fix your wall and after installed your cabinets from someone professional.
We do have the picture that everything turn out great and you did sign the customer survey that you were happy with the job that was done and you write excellent in overall professional service. We treated you very respectfully and we have done extra trip to satisfy your concern. In the day that we came to see what was wrong, you already had installed the cooktop so everything was fine and you did accepted, your kitchen was functional. The issue that you had with the joint we did fix it and you were happy in that time. For the overhang that you are blaming us, we could have done in the same day that we came to fix the joint, but the cook top was already installed and we couldn’t touch it.
You did have concern about the thickness of the quartz and the seam, that’s why we did provide you with a Caesar Stone Representative to visit you and check your concern and we do have the approval from them, that everything was fine according to Caesar Stone expectations. We are Caesar Stone certified fabricator and our job remains at the highest standards.
No one yelled at you, we try to be very patient with you, dealing with you and even when you insulted our employee for poor communication, we still response you in professional manner. We do have more than 13 e-mails that you wrote back and forth and according to your e mails you are so happy with our response and the professionalism.
We are very reliable company, where the entire customer are happy and they return back again for the second or third project. The job is done you signed the customer survey that you are happy, the concern that you had for the joint (that wasn't our fault) because the cabinets were uneven we did fix it, so you are blaming us UN fairly. We are proud of our service and customer satisfaction is our priority.