They installed a counter top and failed to explain that the end of the edges would not be full like my previous countertop. Caulking used is white and poorly done. Sink cut out was not done properly and so countertop hangs over the undermount sink. They told me not to worry but when I tried to resolve the problem they disappeared by. It answering the phone and only responded by text saying it was done properly which is not true. I would not go with this company. Spend the money on a real professional company to do the work that has quality workmanship. Not this one. They are only interested in making the deal and collecting their money. They have no customer service what so ever.
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- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
I’m sorry to hear about your bad experience. Just to note this the job was done for Irene’s parents in Irene’s parents’ house. From day one when we went to take the measurement until the last day when we complete the installation, we never met Irene to discuss any details about her parent’s countertop and no one (including her parents) make any specific requirement on edges or cut-outs. Irene’s mother is a very nice lady and she personally selected the countertop edge from our edge profile pictures. Irene’s mother seems very happy with her new countertop, and following installation she even asked me to come back to do her other kitchen on the upper floor.
The sink cut outs can be different and is dependent on various factors including the template provided by the manufactures, sink cabinet size, sink type/size etc. So, the standard sink cut out can be of three types overhang, flush or reveal. The one that we done for Irene’s parents is an overhang, which is according to the template along with our professional judgement, is better to prevent water seeping into the gap. As a stone fabricator with many years experience in the fabrication industry I tried my best to professionally educate Irene about this, unfortunately she refuse to listen our opinion and insists because she has a “reveal” cut on her counter, other than reveal cut out are incorrect.
This business’s success comes from our continued faith in the excellence of our products and services, something we are committed to and would never undermine. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark in this case.
We are truly sorry about that Irene could not be satisfied with her parents’ new countertop, it tells us that there is always room for us to improve as a company, and we thank you for the experience.