To: unhappy in Albuquerque
by Granite Passion LLC , 07/08/2015
When the clients came in to the store in December 2014 they provided us with a cabinet layout clearly marked "not to scale". The stone the client picked out was the special of the month and before any work was done on the granite the client was fully aware of what the pieces looked like before purchase. By them choosing the special of the month we were able to save them $535.50. They informed us that they would like granite installed on the new cabinets for the island first and that we would be installing the perimeter of the kitchen later when the new cabinets arrived for that area. They asked for us to cut around some natural matrix in the stone. We informed them that in order to do that they would need to buy additional granite to cut all of that out. They did not want to do that. We told them we would try our best to work around that with the amount of stone purchased. I went to measure the island on Jan.28th, 2015. When I arrived the cabinet installers were there. The client had a breakfast bar on the island on which they wanted to use the full counter depth (25.5 inches deep). The support for the granite was only 12.5 inches deep. I informed the client that they would need more support in order for it to be safe. This is a critical safety issue. 3 cm granite may be safely cantilevered 30%. Placing a 25.5 inch slab on a 12.5 inch cabinet clearly exceeds that requirement. The client and the cabinet company workers present initially insisted we install it any way, without support. We refused - the safety of our client, her family and any future occupants is paramount. We had no way of knowing of this overhang until we visited the site ( drawings supplied at order not to scale. ) The install charge of $24.00 a square foot never changed, and we only charged extra for the required supports. The client was unhappy with the price for the extra support and labor. We tried to figure a way to save them money and decided to custom make the metal supports instead. The ones we were finding online cost $300.00 ( that was just for the metal supports, no labor. ) After we custom - made them and did cabinet work they paid $200.00 extra. We installed the island February 02, 2015. After we installed, the client sent a email about the matrix they wanted cut out. Towards the end of the email the client asked for a credit towards the second phase of the job (the kitchen perimeter). We discussed what they thought was fair and ended up giving them a free under mount sink cut. The client said she was happy and had no more issues. On May 26th, 2015 the client sent us a email to do the perimeter. We went to measure on June 02, 2015 and installed on June 04,2015. We do not touch the dishwasher when installing granite. We leave it in place as the customer has it, and attach clips. The customer did not mention a scratch on the dishwasher to us. They only said the dishwasher was sticking out further then what they would like. There was no control panel on the dishwasher when we were in the house and said cover got put on after we had finished the install and left the house. The client called the installer requesting he come and install her dishwasher. The installer informed the client that doing that is the plumbers responsibility and is outside his job title. However, the installer did offer to accommodate the client for a fee. We provide sign off sheets after completion and the installer walks the client through the sheet. On the sheet is a area regarding the dishwasher clips and the client indicated on the sheet that it was done properly. We also have a comment box on the sheet and nothing was written about the scratch. We were one of three companies doing work in the same area at the same time. We tried to call to talk about the issues, the client did not answer our phone calls or return them. We try our best to make our clients happy. We have a multitude of compliments and pages of very good reviews on our website.
by unhappy in albuquerque , 06/19/2015
Such a bad experience. They scratched my brand new dishwasher and installed it too far forward, so it sticks out too far. Now they refuse to come out and fix it.They said it was $24 a foot to install, then added $400 for supports? The owner is rude and the installer made numerous mistakes.