ComplaintsforSoutheast Stone Restoration, LLC

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We ordered quartz countertops on 12/21/2022, which were installed on 05/26/23. When the first section was installed, it was evident that they were not right. I told the templater to have a 1-1/2" overhang all around, though he claims I told him that I wanted 1-1/4" overhangs. He is mistaken. Nonetheless, once installed, the overhangs vary from 1-1/2" to 1-3/16". I contacted the vendor on 5/26/23 (a Friday after 5pm) to complain, but did not speak with him until the following Wednesday as he did not return my call. He told me that everything was measured and fabricated correctly and would do nothing. I filed a dispute with the credit card company ********** on 06/02/23 and they closed the dispute on 09/05/23 with the letter arriving 09/14/23, after the vendor refused to consider a resolution. In the course of the this dispute process, the vendor submitted several documents including a schematic showing the templater's measurements for each countertop section. Using the vendor's own measurements, most sections were fabricated incorrectly. For example, the island's width is 1/8" too short and both sides have overhangs of 1-1/4". The length however matches exactly what was templated, but has overhangs on both ends of 1-1/2". Why? On the section b/t the stove and sink, which contains a turn, the right side of the turn overhang is 1-7/16" but the left side of the turn overhang is 1-3/16:", a full 1/4" error. All told 80% of the countertop sections do not match the vendor's own measurements and there is highly variable overhang dimensions. The vendor's mis-measuring and/or incorrect fabrication resulted in countertops that look haphazard. Having 2 ends of the island with 1-1/2" overhangs and the other 2 ends with 1-1/4" overhangs looks ridiculous. On other sections, even along the same face, the overhang varies from 1-5/16" to 1-1/8". Regardless of a 1-1/4" or 1-1/2" overhang, he didn't cut the countertop sections to even his own measurements.

  Business response

  09/28/2023

  The customer signed off on shop sheets that outlined a 1 1/4" overhang (attached). Industry standard allows for a 1/2” variance in overhang due to the fact that most cabinets are not perfectly aligned to each other, nor are walls always perfectly straight. Our precision machinery cuts the sides of the stone to 90* angles. If a wall or cabinets are out of flush, as is typical, this results in uneven overhang not to exceed 1/4" variance. That is the case with this particular customer. Walls and cabinets were not perfectly square, resulting in slightly uneven overhangs, within industry standards. We have attached the shop sheets that outline the 1 1/4" overhang, photos of the finished installation of the kitchen, as well as the email that the customer approved the layout (all customer information has been redacted from all files).

  Customer response

  09/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  See previous More Information submission for detailed information.

  However, I am now attaching another photo that didn’t go through with said previous submission that is relevant to this complaint as it shows multiple countertop sections that were cut too short relative to the vendor’s own “precision“ cut specifications.  Although there (dubiously) may be “industry standards” that allow for up to 1/4” variance in overhangs due to non-square walls, there are not “industry standards” that allow for such poor fabrication that the countertop widths don’t even meet the vendor’s own templated specifications.  I should have received countertops that were at least cut to those specifications, as well as the unused sections of the slab.  The vendor is welcome to re-measure the countertops in order to confirm that they are shorter than his own specifications and then re-position those sections that can be re-positioned and replace those that cannot be re-positioned, at the vendor’s time and cost.

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

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