ComplaintsforFAB Granite and Tile

• Initial Complaint

  06/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Picked 2 specific slabs,insured they were free of damage.Contract amount $****. Istallation May 19,2021 crew arrived at 9am removed old counters. Started installing smaller sections in kitchen. I noticed damage on larger slab that was still on the work truck. Contacted the company asking for a replacement, owner dismissed idea, assured me damage will not be visible once fixed. I was against the idea but he gave us no other option. Fix is very visible even after fixing.. counter masurements were wrong, resulting in the crew cutting the wall to make it fit which then resulted in slab being unlevel so they had to cut wood and glue under the counters which is visible. New sink was missing parts which they took from old sink resulting in misfit. We specifically asked disposal to stay on same side yet it was switched to opposite. Sealant applied while other crew was still working resulting in dusty and hazy countertops. Tried resolving w the company,received an angry call back from owner.

  Business response

  06/16/2021

  Fab Granite and Tile: The complainant received a friends and family discount of $**** off the standard price on this kitchen granite countertop. As with all Fab Granite jobs, we completed the installation in a professional and timely manner. We are pleased to complete 20+ kitchen installations a week, and have a good standing in the community. Regarding the chip: the stone selected is a natural stone that has been quarried from the earth. It is normal and natural for the stone to have chips that have been repaired, even throughout the slab by the manufacturer. Sometimes, our Fab Granite installers need to repair chips and they work hard to match the stone, just as they do on the seams. Regarding other measurements: when we measure a kitchen for countertop measurements, we take very precise numbers. Sometimes, and in this case, the walls are not completely straight; the remedy is always to slightly cut the drywall to fit the countertop. This is a normal part of granite installation that will not be visible afterwards nor damage anything. Due to the kitchen design with an solid column, the step of slightly cutting the drywall one half inch was necessary. Regarding the wood pieces to level the counters: like the walls, sometimes the floors and therefore the cabinets are slightly off level. Our installers followed professional procedure and used slim wood shims to level the top of the cabinets so that the stone is fully supported. The installer showed the customer with a level that the cabinets were not level but that our countertops were perfectly level, as a result of the shims. These shims are easily covered by the customer adding shoe molding. Regarding the hazy countertops: When we apply sealant at the time of installation, we wipe on the sealant and then wipe it off. It is not a physical layer of product on top of the stone; it sinks in and covers but is not a solid barrier. Thus, when the installer applies it and wipes it off, any dust gets wiped up as well. Our installer returned to check the sealant at the customer’s request; apparently the haze was food spills that were easily cleaned up and in no way connected to our installation job. Regarding the plumbing issue with the drain: Fab Granite offers 3 kinds of excellent stainless steel sinks to choose from as part of our well-priced package. Our sink does not include the drain, hoses, faucets or other plumbing parts. We can provide a subcontracted plumber to connect the dishwasher and faucet etc., but their work is based on the customer request and supplied parts. If the customer had asked for new drain parts, the plumber could have supplied them. Overall, had the customer been reasonable and willing to understand the industry and professional standards and practices, we believe that he would be happy with our job. Just as we were willing to come check the sealant, we would have been willing to redo the drain and cover the shims with shoe molding at a normal and expected extra cost. We would like to resolve this issue professionally.

  Business response

  06/30/2021

  As stated before, Fab Granite would like to resolve this complaint professionally, and we will respond here to the complainant's specific issues to show that they are, in fact, non-issues. Fab Granite absolutely gave a significant discount off the usual cost of the stone and our work, without even mentioning it, to the complainant and his father-in-law who came to request our work personally. They chose the slabs and requested specific sections. Honoring this request caused us to use three slabs instead of one and a half. The $**** price included the sink and the plumbing but not cutting the bar as the complainant added this after the initial contract was signed. We also had to move electrical outlets which were not even billed to the complainant. We stand by the excellent work of our fabricators and installers. The repaired edge chip and edging that the complainant mentions are frankly very miniscule! The complainant chose the excellent quality sink himself; it's not the usual one that we use but we were happy to provide it. As stated before, the granite slabs are completely level. The pictures uploaded show a sideways bent measuring tape that shows the difference of one quarter of an inch between one side and the next. Stone does not bend and it is completely normal to shimmy under it to make the stone level when the cabinets are in poor shape and deteriorating. We measure the correctness with a level on the stone itself, not from the floor. And again, the sideways bent tape measure can cause that one quarter inch difference. Neither the quarter inch nor even the edging issues are noticeable unless you are at extremely close range and shine a light on them. There is always variation in the stone as well as quarry and manufacturer filling prior to its arrival at our company. Regarding the caulking and backsplash: these are issues that are extremely easy to resolve when a customer makes reasonable requests and is willing to pay for the full job, which in fact comes to more than $****, not $****. Fab Granite has an excellent reputation. If the complainant is so unhappy about the stone, he can remove it from his kitchen himself and we will come pick it up. Due to his belligerent demeanor, we no longer feel comfortable sending workers into the house. If, in fact, the complainant is simply trying to dishonestly pay less than half the agreed upon price, he should more carefully read the contract he uploaded here. The contract states that no more than 10% can be withheld for remaining issues and that pitting in the material is normal and not under warranty. Refusing to pay less than half the agreed upon price is dishonest, small-minded and unfair. If the complainant returns the countertops or keeps them, he still needs to pay for the plumbing, sink (it's non-refundable) and bar cut. Thus, we would refund him $***** if he removes and returns the countertops, and he would still owe us $***** if he keeps them. We will not do any further work and there will be no warranty. We hope that these two reasonable options clarify our position.

  Customer response

  07/06/2021

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  We had initially contacted FAB in hopes that this would be resolved directly and were expecting that the company would stand behind their work, but based on their unexpected and unprofessional response we see this will not be the case. The resolution offered by FAB that we should personally remove the granite slabs ourselves and give them back instead of fixing their mistakes is quite frankly absurd. The aforementioned sink that was "happily provided" was included in the estimate and was fully paid for. As for my father-in-law, he extended his apologies to us for referring FAB as he was dismayed in the work and how the matter was and is currently being handled. 

  Moving forward, we would like to extend an invitation for one of the BBB representatives, an unbiased party, for a firsthand look at the end result and our "deteriorating" cabinets. Our offer stands: replace the damaged and crooked slab and be paid the $***** as the contract states, or consider what was already paid as full.

  Regards,
  ***** *******
  
  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩