You're a great storyteller, but I'm sad for you that it's real life and not fiction. It's unbelievable that your kitchen guy tried to slip in an undisclosed repair and is clearly unhappy that he got busted. And it sounds like your issues go beyond the granite --> cabinet problems. Poor thing...Hang in there:)

So sorry you are going through this. I cant beleieve he would not tell you about the broken peice. Hope it is resolved.

Oh, dear. What a mess! Much sympathy, and a hug if you're not too p.o.'d for one :)

Raehelen,

I'm sorry you are having to deal with all of this stress. Do you really feel comfortable having this guy come back and do the granite *again* when it seems he is obviously not experienced enough will granite to give you what you want? Could you maybe work out a deal for him to credit you and have someone else cut/fabricate and install? What a mess!
Cheryl

That sucks. Hang in there.

Ditto what kk said. Hope things start to work out better soon.

Too bad. However, it would be interesting to know how much homework you did before contracting with this firm. Such as checking references, insurance, seeing other jobs he had done, length of time in business etc. You just might have been stuck with a lemon. May to January is a very long time to wait for a kitchen redo

We are DIY the house reno. So the kitchen place was only a supplier of cabinets, and contracted to install the hardwood and the granite. The hardwood that is in so far is beautiful, and no complaints. They decided AFTER I had ordered the granite to start installing it themselves as they were having problems with delays with their granite guy, who was highly recommended and one of the reasons why I went with them for granite in the first place. The cabinets were a new line for them, which I ordered sight unseen cuz they were exactly what I wanted, and the other cabinets they carried were of good quality, and I have a written guarantee of quality from them (they are in the process of contracting out with a local carpenter to fix my cabinet problems). Cuz, no I didn't have rights to his first born son before we started, but I did forsee potential problems with ordering cabinets that I hadn't seen in person.

Kitchen guy is going to get a restorer to see if my granite can be fixed, otherwise, he'll order new pieces. They are fabricated in China- if the pieces come the right size, the ones from China are well done- it's just when my KG gets his hands on them that things deteriorate. He is the first to admit that he is learning as he is going- (GREEAAATE), and I think he will keep at it until things are good- but I'm just tired of the wait, wish I could wave a magic wand and have it all fixed RIGHT NOW!!

And, according to the bill our original gal wrote up (she's since been fired), our pony wall granite is being supplied at NC, so guess getting a credit for that and buying it somewhere else is not a viable option. I'm actually kinda surprised he's talking about replacing it... will keep you informed on what transpires.

Thanks for the sympathy- it does help. I was out of the house, jugding synchro today, so good to get my mind off my own problems.

Walking into the house, have to admit, what I can see of the pony wall granite does look so nice, and I KNOW he has put hours and hours of work into this, just one of those things that you wish hadn't happened. But, life is full of those, isn't it?

Here's my 2 cents - this is brand new granite. Why on earth would anyone think that "fixed" is an appropriate solution? You want it new. Not reparied. I know it will have to wait, but honestly, I think it's time to cut the losses, get a credit and find a reputable granite place that will not have to wait for something prefab coming from china.

Ouch. That is a bummer and I can relate -- our GC dropped our custom hood onto the freshly installed granite and chipped the corner right off. I thought he was going to throw up when he told me what had happened. He had it repaired (pretty masterfully, we thought) and we decided to stick with it as the damage is almost invisible.

But that's not the case for you -- he didn't tell you, and you found it anyway. IMO you are well within your rights to request 1) new granite and 2) an experienced installer. For the pony wall pieces, if they are small, you may be able to find matching remnants at a fabricator yard. In my experience they will give you the stone and charge you (in your case NOT you but your contractor!) for fabrication only. Maybe a solution at least for the pony walls?

Sounds like my story. Granite fabricators aren't from Massachusetts are they? They acted like a crack was common and acceptable. After two trys and some $$$$ discounted I gave up and kept it the way it is. Better then the first time but not great.

Rae: I do hope that in addition to "making good" on everything, your cabinet/granite guy is going to offer some kind of a discount? While of course problems happen, not everything is "perfect", and you sound like the kind of gal who has been willing to tolerate a bit here and there in order to get things done within budget and to keep the relationship sweet etc etc, seems to me like it's time for THEM to step up to the plate a little more vigorously - even the kindest customer's patience eventually wears thin (and you have, I suspect, been considerably kinder than most!)

I do hope you can resolve this easily... and that maybe it will even leave a little unexpected money in your pocket so you can treat yourself to an extremely luxury meal out or spa day or something to make up for the all the hassle you've endured! Fingers crossed for you.

Oh bummer. Sympathies from here, and hang in there . . . we're pulling for you!

Dude??? what was he thinking??? Keep after them and only settle for what will satisfy you. As Mommycooks said, we are all pulling for you.

raehelen -- I am so sorry! I hate that feeling, hate it hate it hate it. The elephant in the room, making this huge knot in your stomach which works its way into your neck and shoulders, keeps you up nights with your jaw clenched. Here you are having done everything right, having done all that was expected of you, and the thing you cannot do you've entrusted to "professionals."

Maybe I'm totally projecting, but that's how I feel. It's not even that I think of myself as being controlling, but I am diligent, and I expect as much from others, esp. "professionals"!

I feel for you, I really, really do. I can only imagine that at this point, that it's been so long, you might be feeling ready to capitulate, to throw up your hands and say "I can't take it anymore! Give me whatever." I am so proud of you that you're not doing that, though! You deserve the perfect granite you were promised and rightly expected. I am just so sorry it is taking a long as a pregnancy. This sucks!

I'm another one 100% in your corner, keeping her fingers crossed for you. Good luck.

just a quick question. You said your granite is coming from China and is fabricated there(and your cabinets are warped). What kind of supplier are you working with? do you realize that the granite should be cut from the same slab to provide color and pattern consistancy? The next shipment may look nothing like what you currently have but is from the same quarry. So all of the advice about not accepting 'New" granite that has been repaired has to be balanced out by the very likely scenario that the replacement stuff is not going to make your day a happy one when you see it installed.

Thank you,

It really does help to hear the words of support.

Tomorrow (Monday) is the day I should hear back some more about what may be done. He is also picking up the cabinet for over the fridge that he made, and we said was unacceptable quality.

Bellamy- IF the granite can't be fixed, they have already sent a piece of our granite to China (sent one of the sink cutouts), and we have approved of the match online via digital pictures for the peninsula piece. He said maybe there is still time to get the pony wall pieces done and on the same boat back. But, really, it doesn't matter if they match the kitchen pieces- they are in a different room. So, that's not my biggest concern.

We've already had a discussion with him about how honesty is appreciated - eg when we told him the over the fridge cabinet just was not of good enough quality- he said he really appreciated our honesty and wants us to tell him when we are not satisfied. Guess it never occurred to me to ask him to also be perfectly honest with us. (But, it's #1 on my list for tomorrow's phone call!!!) We've had some pretty frank discussions, and as many of you have with your GC (though he isn't our GC, he's our kitchen guy KG), you feel like you have developed a relationship- so that's the part that bugs me the most- is the feeling of betrayal (OK- this isn't earth-shattering, but it's still deceitful, and it feels like crap).

Solferino- that's exactly how we feel, the crack repair we could live with- but the dulled finish no.

Divamum- And as the granite was supplied at no cost (supposedly- but was our 'discount' for our large order), we can't ask for a discount. Though I guess, I could ask for a discount on the installation charge- but even then I have to admit the poor guy has already lost money on this, I mean he has spent DAYS fabricating and installing (this was the SECOND try). And the kitchen granite turned out to be more square footage than originally estimated and billed for...

rmkitchen- yup you projected right. As my DH says it doesn't meet the DSA stamp of approval (Desaulniers Standard of Acceptance)

God, I have to admit, I am a total Woos (how DO you spell that word). I have never been very good at asking for discounts, etc, and my DH is even worse. He keeps telling me 'not to push it', when I am dealing with these guys, so not only is he no help, I have no support for asking for any kind of compensation.

Tommorrow's another day- and another day closer to getting this resolved. I'm looking forward to it, actually- the inner Woos is being replaced by a Helen Reddy Woman!! Hear me roar! (Anyone else old enough to recognize that reference! :>)

There comes a point where it can't even be saved - all the fixing is just fixing the earlier fixes..(did that make sense lol) and it just becomes one big pile of fix.

It needs to totally be started from scratch. And yes, it's hard to hear that and even harder to say it. But that's what has to happen.

Soooo Sooorrry you have to put up with this from 'professionals'. Don't they know that honesty is the best recommendation they can get when a customer passes on their experience with a company?? You have been more than patient. Take a deep breath and put up those fists...

you spell it "wuss" (hey, you asked!)

I think I'm also frustrated for you because the KG wouldn't do anything until you sicced DH on him. But, I'm glad you have a DH who will go to bat. Mine won't. He's the wuss, esp. when it comes to dealing w/ tradesmen.

Thanks Sue!

Now I know!

Just got off the phone- their accounts girl is waiting to hear back from China later tonight (big time difference). KG has put in an order for two more pieces, and 'luckily'??? our peninsula piece hasn't been shipped yet, so supposedly this can come with that.

She is also waiting to get an itemized quote from the carpenter- she'll phone him today- and then KG and owner have to decide how to proceed.

Fingers crossed that my faith in these people is not totally misplaced. Good karma right? I'm giving them time and space to make everything right.

Rae, I know you don't want to push it but really - you have been MORE than tolerant and whether or not your guy "loses money on this" or not - well, that's not really your problem, is it? How much sleep have YOU lost throughout?!?!

While the granite may be "included", I really think you're WELL within a scenario which can reasonably expect a sweetener of some kind. You don't have to be nasty about it, but if you never ask, you'll never know, yanno?

My professional life requires a fair bit of negotiating and I can't deny that I don't particularly enjoy it, but I HAVE learned that "the other side" often EXPECTS you to be negotiating upwards and has already got some ideas in place for how to handle it. Even if there's no money offered as a sweetener, what about free labour on some of your remaining details? Maybe trim, paintwork, something that needs doing in another room...? Any number of things which won't "cost" your guy, but will show willing as some kind of compensation (and thanks!) for what sounds like an unreasonably large number of cock-ups on his part and amazinzg patience on yours.

Absolutely be nice - but ask. What do you have to lose?!??!?

I've been following this thread and wanted to throw in my two cents for encouragement.

I have a twist on a Scriptural truth that I do live by, "Don't expect to get what you want, if you don't ask specifically."

Do not talk to anyone about a grievance unless you are prepared to state the remedy to the matter that will leave you in a justified state; so that you will be able to recommend a contractor's work again. Just compensation for the grievance(s) need to be accurate and stated firmly, but not harshly. At this point, it's best you put this in writing so that he can think about all of this before you see him again. I formed a little something for you to see what I was thinking.

"You know John, I was excited about working with you on our kitchen. I had every confidence that you had the skill to handle this job. However, I must tell you that even though the wood floors are beautiful and the cabinets are coming along, and I do believe you will get them right, I have to tell you, this granite situation is not working for us at all.

The bottom-line is: I want that counter with the broken granite replaced. We've worked hard for our money and I wanted a brand new kitchen without compromises. I don't want repaired granite, I wanted granite installed and fabricated by professionals correctly. With all of these delays and mistakes, I feel as though I'm paying for you to attend a granite seminar and you're the student.

When you installed granite that had been cracked and you repaired it, yet failed to admit it to us, I was deeply disturbed and frustrated with this situation. I would be thrilled with your fix had my child broken the granite and you did that repair; but in this case, we are paying for brand new counters that we expect to be made of solid and unbroken granite. Anyway you look at it, it is broken and I want it replaced. Nothing else will satisfy me concerning the broken granite.

As for the template layout, I do believe that if I had been present when you laid out the template on the granite, then we would not have had the other problems with the grain running in the wrong direction. If we work this out, I want to be present when you layout the next templates.

You want to be satisfied with us paying you. I want to be satisfied for what we contracted you to provide. We are already weeks behind schedule. If you cannot get this granite finished professionally and installed by date certain, then please let me know as soon as possible. I know this is very stressful on you, so if you do not want to finish the granite that is OK; we think it more than fair that you deduct the price of all of the charges associated with fabricating the granite counter tops from our contract; we will then go with another fabricator and start over.

Please let me know your decision as soon as possible."

And remember, "Don't expect to get what you want, if you don't ask specifically."

Also, let this be a 'lesson' for anyone shopping for granite: be present when templating and when laying out your templates on your granite. There was a gal on GW a few years ago that had the grain running in the wrong direction on each side of her range. I do not believe her fabricator changed her granite. Her entire kitchen was a mess. The templates were placed on the granite any which way, just to save stone, with no thought or care to how the finished product looked.

Hi again, I did not even mention the dull finish. That, too, needs to be included in your letter! FWIW: I would send a letter return receipt requested and keep a copy. IF, IF, IF you ended up in court, it will be the best $4 you've spent.

Sherilynn,

Wow, thank you so much. I appreciate the 'letter'. That is JUST what I needed to help my mind set. You worded it so well, and I may just adopt your adaptation. To carry the scriptural reference further, I actually think a big part of my problem is my upbringing. I was raised to be a 'good catholic girl', and it may have been my Mom's take on it- but basically we were discouraged from asking for anything. It is a BIG problem for me- but you have framed it so well, that I am going to try and practice that philosophy. Instead of being hurt and upset that whoever I'm dealing with doesn't 'guess' what I want or 'deserve', I'm going to have to learn how to ask specifically for it.

I had already planned on re-referring my KG to Kevin's School of Rock, better he learn there than continue his practicing at my house. I mean who wouldn't want a few days in Arizona this time of year?

Excellent Rae, and brava to Sherilynn too! Glad to hear you're going to take this a little further. I truly think it's the right thing to do and I think htere's a good chance that will actually GAIN respect with your guy rather than lost it.

Good luck with it all, and keep us posted!

Sherilynn, A very well written letter--a good balance between stating the problem clearly and acknowledging the things that have gone well.

Just one thing you might consider: Instead of asking for a reply as soon as possible, I would specify a time; i.e., "no later than (fill in the date)," or, "within 10 days (or 1 week, 2 weeks---whatever you choose) of the receipt of this letter." If you want to soften the sentence with the deadline, just finish up with a phrase such as "Thank you for your assistance in this matter," or something similar.

The phrase "as soon as possible" allows a lot of wiggle room for him to procrastinate on getting this settled. Setting a definite date might prove worthwhile, also, in the event of any further legal action (hopefully not necessary).

How's this working out for you sail-away?

How's this working out for you sail-away?