Response from the owner - 8 months ago
We appreciate receiving feedback from our customers and realize there is always room for improvement in how we communicate and deliver services. Home remodeling projects often present unforeseen challenges to both the homeowner and the contractor involved. Every effort was made to complete this project in accordance with agreed upon contract terms. The scope of work included tear-out of existing countertops and the installation of new countertops in the kitchen area and three bathrooms.
Customers are made aware of the potential for minor damage to walls and existing tile backsplash during the removal process. Our installers take great care to minimize the damage as well as the dust and debris generated. The customer had examined our work, completed our final inspection checklist and made payment. The customer sent an email to us after the work was completed noting some of the complaints listed above. We attempted to contact the customer by phone and email and were advised that they did not want to discuss the issue further. No further attempts were made to contact the customer.
What was not mentioned in the review are the following details:
Customer selected faucets with angled pop-up lever arms. There was not sufficient space between faucet and backsplash to allow the pop-up arms to extend fully. We offered finger pop-up drain assemblies at our cost to alleviate the problem.
Countertop removal in one of the bathrooms revealed water damage and mold. Customer elected to repair themselves. We rearranged our installation schedule so that we could return as soon as customer remediation work was completed.
Customer claimed that a section of countertop was not sealed after approving the installation. We returned immediately (same day) and re-sealed the granite.