Complaints

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I contracted with Central Stone and Tile (CST) to fabricate and install new quartz countertops in our kitchen. Soon after installation, we noticed problems and emailed CST about marks on the countertops, including two square marks where stickers had been removed by the installer and an abrasion on the countertop. We're positive the abrasion occurred when CST installed and then removed a 9 1/2 ft slab from our house to grind down an edge to make it fit an adjacent countertop slab. Close-up photos of the abrasion, which I shared with CST, shows a 1/8 wide by 1 long abrasion that was clearly caused by a grinder disc pad touching the countertop. The abrasion is directly adjacent to the edge where the installer was grinding the quartz. Eventually, CST removed two countertop sections to grind off edges to get two slabs close enough to join a seam. What was supposed to be a 23-hour installation took 7 1/2 hours to complete. Also, final countertop measurements don't match approved template dimensions. CSTs response from the Operations Manager, was a beratement of the homeowner and an insinuation we were somehow responsible for this abrasion. She refused to address the problem and stated we will not be returning to your house, again. After installation, CST took photos claiming they show no abrasion or other marks. However, only closeup pictures in lit conditions of the areas in question would show the problems we identified. Apparently, unless problems are found and identified at time of installation, CST disavows responsibility for finishing problems. CST has not honored their one-year labor warranty and failed to provide the manufacturers 25-year quartz countertop warranty. CST's labor warranty is nothing *********************. No matter how CST spins it, they were responsible for fabricating and installing the countertops, not the customer. CSTs substandard quality control, neglectful attention to detail, and lack of customer service is unacceptable.

  Business response

  05/08/2023

  CST has taken the measures to visit with our templetor, install manager, project manager, and the installers that were at their home. CST also reviewed the pictures that were sent to us from the customer and compared them to the pictures the installers took. Clearly, CST pictures show the area they are referring to and questioning, and there are no scratches or abrasions on the pictures taken just before the installers left. This area of this abrasion was at the front almost corner and had nothing to do with cutting the back side of the stone to fit their wall. We did not make the abrasion 1 x 1/8 they are referring too.  

  Furthermore, its our understanding that this customer did their own plumbing, and installation of their tile backsplash for this kitchen project. Their picture shows the plumbing in place. Plus this customer emailed us 4 days later. Sticker marks can easily be remover, the project manager explained this to them and offer a solutions in her reply to their email. 

  CST feels given the extreme measures this customer took to oversee the installation of this project and examining every inch of their countertops while our installers were there by using headlamps, tape measure and video taping them, plus continually running their hands across every inch of entire countertops, its obvious they would not have let us leave nor would they have paid us if the countertops didnt meet their satisfaction. This job should have taken 3 hours and at most 4 to complete if they were left alone to do so.  
  

  We honor our one year warranty, but the likely hood of us being successful in returning to their home and making them happy or satisfied is less then par. If this were something we did we have no problem returning. However, CST feels very strongly that this abrasion was done after we left and most likely made by themselves. 
  

  This customer entered into an agreement with zero trust or confidence in Central Stone & Tiles abilities in doing this project. Central Stone & Tile has done thousands of these types of jobs, and they have been done perfectly. We pride ourselves in making sure our customers are happy and love their countertops.  However, from the beginning, this customer questioned our pricing, questioned our templating, and belittled employees with 20+ years of experience in this industry. This customer changed measurements several times after our templates were finalized and almost daily emailed both the project manager handling the project, and our templetor outlandish requests which was way above and beyond, almost harassing them both. In addition, they came by our shop multiple times examining the stone, the fabrication of that stone while again changing their minds on the layout.
  

  CST has several managers here with over 20+ years of experience that have never dealt with someone like this customer. This customer lacks the trust in people in general and bullies by intimidation. All CST employees that interacted with this customer felt this way. Theres absolutely nothing we could have done or can do to make them happy. 

  As for the 25 year warranty they are referring to. We have contacted our vendor that offers 10, 15 and 25 year warranties. Once CST receive the necessary paperwork and we speak to them regarding this job, we would be more than happy to get what they are looking for to them.  

  Its unfortunate in todays world that honest companies have to defend themselves when working with such people like this. Our intentions were good, we just felt exhausted in trying so hard to make them happy. We went way above the normal communications and changes with this customer, and in the end we have been left with this kind of message.  False accusations.
  
  
  
  
  

  Customer response

  05/08/2023

   
  Complaint: 20023574
  
  We reject CSTs response as wholly inadequate. We noticed the abrasion within two days of the installation. However, due to the weekend it was the following Monday before CST was notified of the marks and abrasion we found. In the email response we received from the Operations Manager, CST immediately rejected our assertion that this abrasion was made when the slab was removed from our house for over an hour and taken out into the street to be grinded down. The installers were totally unprepared to remove and grind off parts of the almost 10ft slab. In fact, we had to lend the installers two sawhorses and a work table to place the slab on as CST did not have the proper equipment to work on the stones. I have plumbing experience and did the plumbing myself. The sink is five feet from where the abrasion is on the countertop. The backsplash tiling has not been done and will be completed by a tile setter, not the homeowner. We dont own any grinding tools like the one used by the installers. After six hours of grinding two slabs and trying to put one seam together, CST wanted me to accept a seam that was rough to the touch and not level. We refused to accept the shotty work. The installers decided the only way to fix the seam was to break it apart they admitted it wasnt good!I was ghast when the installers unsuccessfully tried to heat the seam then lift one side of the joined slab, while the other sat on the adjacent slab. A few minutes later, I received a message from the Operations Manager, insinuating I had asked the installers to break the seam apart and if the installers break the stone while attempting to pull the seam apart, the homeowner would be responsible for replacing the stone. How do you hold us responsible for something the installers decided to do? At this point, I used a headlamp to point out why the seam was unacceptable and suggested they try and fill the seam better.This was the only time a light was used by the homeowner! The truth is, after being at our house for so long, the installers rushed a seam together because they had another job to get to, and they were not happy when we didnt accept it.All of the marks and abrasion we described to CST are on the two slab stones that were removed from our house on installation day and taken into the street to be grinded on. The other installed stones dont have any marks or abrasions.Their assertions of videotaping, using a headlamp, and running our hands across every inch of the countertops would be laughable, if it wasnt so absurd, and is a total distortion of the truth. I also have detailed emails and text messages that refute the Operations Managers claim that measurements were changed several times after the template was finalized. The only measurement change requested and accepted by CST was for the size of the faucet and soap dispenser holes.These had no material effect on the templating and eventual problems CST had on installation day. My emails also prove that it was CST that requested a layout change, one day before fabrication was to begin. We declined this change request.The next day CST postponed our installation date and we eventually learned it was because CST had to order another slab to finish the fabrication. We are convinced they used the wrong layout and tried to get us to approve a new layout after they started fabrication hence the postponement and reorder of an additional slab. The fact that CST isnt willing to come out and look at the countertops after all these missteps is disingenuous, and shows they have no desire to meet their labor warranty agreement. They havent even tried to make the customer happy they categorically refused to come to our home and look at the problems we identified. How is that fulfilling your labor warranty agreement? Call us, email us, make an appointment and attempt to fix the problems we identified. After all their quality control issues, that is all we ask of this company. 

  
  
  Sincerely,
  
  ***************************

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