Redo. Not to mention that a 17” overhang needs some serious steel bar support.

@Beth H. : they never sent the final measurements for me to sign off on, or I wouldve caught that it was too wide. Just got those this morning- with no signaures. Counters installed friday night.

They offered to fix it. Let them.

It'll be fine.

well who took the measurements? you mentioned a 1/2" overhang. is that written somewhere? if you talked about a 1/2", then why did you get something else?

there has to be a piece a paper w/the measurements of the island on it and how it's supposed to be cut.

If there isn't, then you, the GC or someone screwed up.

Who came out and did the template? Did you not go to the fab shop and view the template on the stone?

I’m sorry you’re going through this!! Your island cabinetry is beautiful and you will get it worked out. Best of luck!!

First off, SHAME on your project manager for trying the pathetic scare tactic on you to get you to accept a botched job!

It is the manager’s job to determine who messed up and to have a discussion with the fabricator on available remedies to you. All options should benefit you and make you happy!

The first option, of course after a sincere apology, should be a complete redo of the top immediately as ordered. Oh and it should obviously come with a quarantee NOT to damage your beautiful cabinets or have any issue with the miter edge in the process! 🙄

If they cannot guarantee that, then you can tell them to take the top and return your $3,000. Also, if I got any further attitude from your project manager, I would tell them to hit the road as well! I realize that is worst case scenario which I am sure you don’t want. Sorry to think so negative, but it is because I have been burned a few times and regret not being prepared to speak up.

Another option is to give you a substantial discount to leave it as is. Only us gardenweb total kitchen obsessed would probably notice it as a mistake, but of course it is you that needs to be happy. If it will bug you forever, it is not worth any amount of discount.

I wouldn’t accept an offer to just center the top so the overhangs are equal if that is presented. I wouldn’t want to lose precious inches in my working isle, plus the counter sticking out that much in front would be odd. On a side maybe, but not in the front.

I hope it will all work out. I can see it will be one gorgeous kitchen when it is done!

That span needs support with a 17" cantilever. It will be fine for a year or two, but when mean 'ole Mr. Gravity starts pulling on the center, the miters will fail. I've got pictures.

that's really frustrating knowing that their work isn't what the outcome should be. whoever made your countertop let them fix it.

^^^^^enough said^^^^

It’s a safety issue.

Do over. Who approved the onsite template? That is the question. I can assure you there should be NO cut and polish without a cad drawing of that cut and polish. Any fabricator who would do that? I don't know one.

As Beth stated.............

" there has to be a piece a paper w/the measurements of the island on it and how it's supposed to be cut.

If there isn't, then you, the GC or someone screwed up."

Is the 17" overhang on the same side as the 5" overhang?

Cabinets in the darker blue/gray, 1/2 inch overhang (lighter blue/gray), 5" overhang in orange. . .

If I am seeing things correctly it was a simple mistake - the plan was for a .5 overhang on all 4 sides of the island. On one side - the side with seating the fabricator saw 5 and did not see the point in front of the 5.

I am wondering if the end cabinets are the length that they were supposed to be.

If you shorten the width by 4.5" you will be left with a 12" overhang in the seating area. To get a 14" overhang for seating you can only shorten the width by 2.5" leaving a 3" overhang on one side and a 1/2 inch on the other sides.

The math is off somewhere other than just the countertop if the goal was to have a 14" overhang in the seating area.

I am a fabricator. A botched measure is 100% the responsibility of the fabricator. He fixes it to your satisfaction or replaces it.

The original post states that the fabricator offered to do it over. I don't understand why there is a problem.

1. thing is done wrong

2. person responsible offers to fix it

3. ?

A professional fabricator should be able to bring it back to his shop, make the right cut and return it in perfect condition. My first stone countertop was too long on one side as well, they took it back and cut it correctly, with an ogee edge. Hold onto the last payment until it’s done right.

well they offered to remove and recut it, but the project manager couldn't promise the miter edges would line up well enough AND that the island wouldn't be damaged.

The only option they gave us was to keep or removed, re cut and reinstall. It was $6000 and not the easiest thing to install. Project manager could not promise how it would turn out after taking mitered sides off, cutting down and putting back on OR that there would be no damage to our custom island in the process.

That isn't offering to really fix it.

What they should offer is a brand new slab recut properly, not trying to fix their mistake and have you suffer the mis-match.

Tell them or the project manager, you want a new slab on their dime.

Beth that was the same issue I had too. Project manager saying in effect, ”Oops. Fine. I will have it fixed. But, I’m warning you, don’t be surprised or get upset if we bang up your custom cabinets as we remove this massive thing. And we are not giving you a new slab. We are just going to cut down this top and stick the same mittered edge pieces back on. Since I am warning you ahead of time, don’t you dare complain if the grey veining no longer lines up perfectly, flowing nicely down the side edge. I don’t wanna hear it if we chip or ding up the edges getting it off and sticking it back on. (maybe not an issue) It will probably look awful when we come back, but hey I told you so. Not okay!

It is a shame that we cannot trust people to do their jobs well, but you can't.

In this case the fabricator made a mistake, but the installer should have questioned this before installing the countertop and the Project Manager should have been there and should have verified that the countertop was the right stone and the right size before allowing installation to take place.

I would tell the Project Manager that they may want to make sure the removal is done carefully so they don't end up having to replace the cabinets.

Completely different comment - I have pretty much the same cookbooks as you! 👍 I would ask for the counter top to be redone.

No way could i or would i live with it. complete redo, if the redo isn’t right, they need to start over.

Where is the cad drawing of your island. The shop drawing. With the top view and all the dimensions?

If it was "custom" You should have it. Have to say, I don't understand 5 Inch overhangs....

Having read the thing again.........or maybe I haven't had enough coffee

Thank you all so much for your comments. I will try and address all at once. Salesman should have notes about what I wanted. I will ask for a copy. Guy who measured asked my husband to sign his ipad after measurements were taken, but we were shown nothing and asked to verify nothing. The CAD drawing was provided to me after counters were installed and cut wrong- I am the idiot who didnt ask to see something before they installed it, but they dont have my sign off on anything either- their job was to send over and get signature before installation. Installation was at 9pm in the evneing. Fabricator is 2.5 hours away as was project manager and salesman and the only people here for install, were the installers. Two guys. To install a 10ftx5ft piece of quartz. My issue is going through the hassle of it being removed, and possibly damage done to cabinets and to slab they want to recut. There was no offer for a new slab. In addition- I never heard from the salesman again after the sale until Sunday night of thanksgiving weekend, asking me to pay my invoice. I repsonded the next day, and told him to get with the project manager I was waiting to hear from ,with a solution about the issues. @rebunky my fears exactly as well as the tone the PM was giving me. @JAN MOYER @jenn jenn Im sorry about the confusion. The bookcase and shiplap ends are 54" in width. Island was to come past the deco door on the bookcase by standard over hang seen in photo #3. Photo #2 shows how far the seating side comes past the deco door. See the lopsided over hang in photo #1 on the left. Appreicate you al.

BTW the cad drawing I got after installation is exactly what we got. We just never got to see it or sign off on it.

@Joseph Corlett, LLC may I see the photos you mention please

"BTW the cad drawing I got after installation is exactly what we got. We just never got to see it or sign off on it."

TWO things: Any homeowner who sign a blank Ipad " confirming some guy just left with some measurements??" Whoa and NO

ANY FABRICator who cuts and polishes from a cad drawing unapproved by the homeowner is just as dumb.

Unless that was a laser measure/ in color template on that Ipad? You may as well have scrawled your initials on his windshield..

Honestly.........all of this stuff is beyond AVOIDABLE. IF ONLY BECAUSE.......

When you don't know what you don't know? You have a universe of information right on the computer.

Everything Jan said is right, but HAVE THEM REDO IT. Ignore their scare tactics, not YOUR problem. The cabinets won’t get damaged as the tops are secured by gravity and silicone in most cases. If they damage the tops refuse to pay.

It looks like they were being lazy, and used a prefab slab with no customization to it. I would ask for it to be right, first, before any talk of refund. If they do not intend to make it right at their own expense, then asking for a refund on a portion of CT is very acceptable. I am a GC is CA, (not sure where you are located, every state has different laws in regards to the trades) I do not pride myself in giving refunds and "shutting a customer up" - I would rather loose money, and make it right, then have a customer "settle with less than expected" and refund. If all they look for is variance, and demand refund without an option to fix it, it was in their heart from the beginning to defraud us. If they point something out like this, I tell them I will make it right as it should be, my first call is to my counter top sub, and I demand him to fix. He will do it every time, because I have used him 3 years solid with no other subs or bids and we have a good working relationship. If for some crazy reason he does not agree, it still falls on me, and I have to call someone else to fix at my cost. Oh well, its the name of the game. I hope your GC is a reasonable person and does not try to go the bully route that many do today, and instead make it right. If they do not, don't think twice to leave reviews everywhere. Today is a digital world and contractors have to go the extra mile to make your investment perfect as designed. One more note: A professional can take the piece that is larger than needed, and cut it down perfectly, finish all edges, perfectly. A new slab should not be needed unless they break it during removal or transport.

@JAN MOYER It was a laser measure. They have offered to cut down and put back within 3/4 days but no promise of no damage of veins matching OR $1500 discount. So to keep and pay them $1500 more than we already have.

Help me..........the laser "picture" was not on the ipad. ? or it was?

There is almost ZERO chance of them damaging a cabinet unless they are elephants. Their warning is no different than a dry clean or hand wash" warning on something that can be successfully washed,. Liability.......avoided

You have not much recourse, nor do they. They were idiots not to have you approve an ACTUAL drawing/cad, and you were nuts not to ask for it before cut and polish.. and crazy to LET THE INSTALLER LEAVE IT IN YOUR HOME!

When something like this happens? You say........... "oh no. Wrong! " And back it goes to the shop. You literally refuse it in the moment Meaning someone has to be there at install- contractor, designer or you.

The second they leave and you let them leave? Here you are. Apologies if this is hash, but this is what happens, Time isn't an ally.

I am so sorry you are still dealing with this!

From now on, I would try and put everything in writing. You will want evidence of all communication via text or email. You can probably word it better then I can and add the details, but I would write them and say something like this…

“Thank you for offering two different options for resolving your mistake on the size of my quartz island countertop. I am more then happy to pay in full, but I expect you to repair or replace the countertop with exactly what I ordered. Unfortunately, that is not what you are offering me.

Option 1) You said you will not replace the countertop. Instead, you will remove the incorrect countertop and re-cut it to the correct size. I would be fine with that. However, you made it very clear that when you do remove the top, you may damage or break the slab. You may also damage my brand new custom island cabinets. If either of those things happen, you will not accept responsibility. Sorry, who in there right mind would accept those terms?

You also say that when you re-cut the existing countertop to the correct size, it is without any quarantee that the veining will line up and flow from the top surface down the sides. It is perfectly matched up as it is, but it may not be once it is cut down. I am sorry, but that would look horrible. I do not want to look at an inferior product installed in my kitchen. And you expect me to pay full price for this as well.

After hearing this offer, I have lost all faith that you can properly fix or replace the island countertop at this point. Your offer is unreasonable and frankly insulting. I do not accept this offer.

Option 2) You offer to discount $1,500 off of the total price if I accept the countertop as is. Let me explain something. This is my dream kitchen. I do not feel it is unreasonable for me to want it to look the way I planned. The excessive overhang that does not match the other three sides looks weird. It will bother me forever. I am not after a discount, I just want it fixed correctly. That means without damage to my home or returning it looking botched. I do not accept this offer.

Here are my counter offers.

A) Refund me the $3,000 down payment I have already paid you towards the island countertop. Then after that clears, make arrangements with me or my agent to remove your incorrect top. You will also accept any and all responsibility for the cost of repairing or replacing my cabinets or anything else on my property that you accidently damage in the process of removing the incorrect top.

B) You can leave your incorrect top installed in my kitchen and give me a signed release (not sure what this is callled) that I do not owe any more money to you. I will then be able to hire a professional to fix it properly when I chose to do so.

Let me know what you would like to do by… (add whatever date).…”

And you should not feel bad, guilty, like you are being mean, etc etc… You are not. They are ones trying to scam you, not the other way around. Be calm and firm. If you do talk in person, say everything with a smile and mild manner. It will be interesting to see if they try to threaten you some more, since that has been their MO. Sometimes they like to threaten a lean on the property. That’s always a good scare tactic. If they do, just tell them you will have to call your lawyer at this point as well as the state licensing board to see what your rights are.

I honestly am so sorry you are dealing with people like this. It is no fun and stressful. You just want your beautiful kitchen to be done. But that is what I would do in your shoes. I really dislike bullies if you can’t tell. 😖

Sorry you are dealing with this! Hope it works out. Off topic- what kind of wood was used for you island? Beautiful!

@charmshousestuff - I remember being embarrassed one day when my mother took my sister and I shopping for school clothes, We drove an hour to a mall, shopped until noon and then had lunch in the department store restaurant. A waitress dropped a bottle of ketchup that splashed down my mother's back. They took her to the ladies room and tried to wash out the ketchup. At this point her outfit was wet and stained and we were not done with our shopping. She demanded to see the store manager. We got our meal for free. That was a no brainer. But that didn't solve my mother's problem. The manager had a clerk find my mother a brand new outfit - from underwear and stockings out, something equivalent in quality and price to what she wore to go shopping that day and paid to have my mother's suit cleaned. Like I said, at the time I was embarrassed. We were kids and they offered us a free meal and tried to clean up her outfit. But I learned from my mom. Business' have the money to make things right and when someone they employ makes a mistake they have a responsibility to make you whole.

My issue is that you paid for a job and they are not delivering what was agreed to. It was simply that someone put a .5 and someone read 5. You deserve to get what you paid for and more and more often we see "professionals" charging exorbitant amounts for poor workmanship. You not only paid for the product and installation, but also have paid extra to have a project manager who's only job is to verify that the project gets done timely, completely and accurately. Not acceptable to tell you now that you only have 2 options, take a discount and accept poor workmanship or don't take the discount and accept that they may deliver quality work or may screw everything up. Where is the option that you get what you paid for? That is what you are owed. New, undamaged cabinets and a new countertop with 1/2 inch overhang, matched veins and the edge treatment that you agreed to. That is what will make you whole.

You owe them another $3000.00. I would not release one dime of that $3000.00 until the job was completed to my satisfaction. What makes $1500 an acceptable amount and not $3000 for a discount for poor work? They just want 1/2 of what you owe them - figure 1/.2 is better than none and hope that you accept their offer. What was the full cost of the island? (Cabinets, slab, fabrication, installation) What is the % off they are offering for the island? Does the 17" overhang without support meet the installation specifications for the stone? When it cracks they will say that you accepted this knowing that it wasn't right and you accepted the $1500 discount as compensation for the error. You won't get another dime. You may end up replacing all the stone in the kitchen or having mismatched stone.

If it doesn't meet the installation specifications it is proof that a mistake was made by them either in the design or the fabrication because one or the other had to be a mistake. They are the professionals - it is their responsibility to make sure everything is done to the specifications.

Have you spoken with the project manager? What is their excuse? Have you spoken with their boss? Have you spoken with the manager/owner of the business? You didn't do this as a DYI project, you hired this company to make sure everything was done right. They own the responsibility for getting it right.

Have they included a non-disparaging remarks clause in their contract or in the agreement to accept a discount?

If not I would let them know that this is going to be broadcast on every website and every place I can find their name on the internet. It will be broadcast across Facebook and NextDoor and Angie's list and yelp and google and reported to the BBB, state licensing boards and the supplier of the stone. I would tell them that every time I look at this and see the 5 inch overhang I am going to write another bad review. It will consume my days for the next 20 years until I get a new kitchen and don't have to look at it again. I would let them know that their mistake and refusal to make me whole will ultimately cost them far more than the cost of replacing the entire island.

@Jennifer Hogan YOU. ARE. AMAZING. Thank you so much for all the time you put in your response. We will totally be using part of that in our repsonse! Everything you said is exactly how I was feeling. And I do love an opportuity to light someone up on yelp when it is needed! lol

@charmshousestuff - I have been pretty busy and so didn't click on this thread before today. I would like to add some emphasis to one thing.

In your original post you note, "Project manager could not promise how it would turn out after taking mitered sides off, cutting down and putting back on OR that there would be no damage to our custom island in the process."

Your project manager already made that promise to you when he accepted the job. He can't screw up his job and then indemnify himself from any damage caused by that screw up. It doesn't even make sense if you spend a moment thinking about it... Step 1: Guarantee to do the work correctly. Step 2: Don't do the work correctly. Step 3: Offer to fix your mistake, but without a guarantee. If that sounds patently ridiculous, that is because it is.

I would simply respond, "I am sorry, but you already promised how the job would turn out. I am simply availing myself of the promise you already made. If you need some extra time to get a few extra people in here please let me know, I certainly wouldn't want you to have to replace the cabinets too."

@Bri911 - you articulated my thoughts beautifully!

I appreciate everyones support and repsonses. I want like to be transparent so Im adding the latest. We told them we were not sending them anymore money if we decided to keep counters. But wanted the $1500 discount after they fixed with no damage, based on all the hassles and inconveince of not getting it right the first time. The response I got was that they were measured to the size 'we discussed' when 'he' was here. ( I dont have a copy of his notes, but I surely did not ask for an extra deep 17" overhang on one side. We are not big people. lol) I was then sent a photo taken of the island on the day of template stating "we assume the stools are lined up to show the over hang you wanted' ( I will attached the photo, we had been using plywood on the island for 3 weeks since the cabinetry install. Stools are crappy mismatched that were pulled out to take measurments with the plywood taken off) Lastly, they show a document signed the night the counters were installed, with nothing checked off saying we accepted it. This is my biggest issue. The installers showed up from 2 hours away at 7pm on a friday night, in the rain, a week past projected install window. Two guys, not big guys to install this massive counter top. We signed that they installed it so they could leave (at 9pm) and head back to Tampa. We cashapped them $100 tip because we felt bad. We have no lighting above the island yet. This was not meant to be a 'its great signature' it was a 'yes, you installed it' signature. Clearly 6 days before Thanksgiving, I was not making them take it back out once we noticed the issue in the rain and take it back. I called the next day and told them the issue, and the PM said to think on and see what my Thanksgiving guests thought, and we would talk after the holiday about a remedy.

@JAN MOYER thank you for your response. Addressing your post from yesterday. We saw and were shown nothing on an ipad for a drawing. I was never told the piece was in 'cut and polish' phase, only after 6 weeks time, that it was ready to be installed the next day. I do agree it was dumb to not ask for a CAD drawing before install- this is my 3 counter top installation, and I was never sent CAD drawings to approve before so I didnt think to ask. (others were all wall counters not islands) Lastly, I did mention above, why we didnt make them take it back out of the house the night they installed it- one week late, dark, 6 days before thanksgiving. I wanted a counter and a sink for the holiday. Maybe I shouldve...

Yes, It is BUMMER to bump against a holiday. But a refusal "on the spot" tends to get immediate attention. . Doesn't matter now , what is done is done.

Take heart. Even designers learn new lessons........) all the time, actually. The pandemic has challenged the intrepid, the experienced, methods tried and true and honed over decades.

Biggest lesson over and over ? Ask. Ask, ask. Never assume a darn thing. I'd rather be labeled "Pain in the .........than disappoint a client. Same for anyone in the "woods", alone.

You're in Florida? I work in Tampa regularly. PM me and maybe I'll stop by and take a look.

Updating anyone who still cares where we are at with all this. I have in writing from the project manager, that they 'templated based on what was in the home etc' . Referencing where a stool was sitting that was pulled away from the counter for them to measure. lol Bascially saying they just decided on a width for the island without using the measurements taken with the laser or having any CAD approved ahead of time. They are refusing to provide what we contracted for. Only offering a discount at this point. Theyre threating a lien, were getting an attorney. Should be fun!

@Joseph Corlett, LLC we are south of Orlando, in St Cloud. Appreciate the offer. I dont think we need it looked at. Will be locating a new vender to provide what we want.

@charmshousestuff - Some free advice... @Joseph Corlett, LLC and I have disagreed several times and if he offered to look at my job I would absolutely take him up on it and pay him for the trouble.

Your case gets 20 times better with a statement from an expert. It is more difficult than you would expect to obtain that, businesses are often reluctant to say bad things about a competitor. I expect that Joseph would give you solid and reasonable advice as well as being a resource if this gets contentious. I highly recommend you accept his offer if/when he is close enough.

@charmshousestuff - If I remember things correctly (not reading the whole post again), this was such an obvious oops - you asked for 1/2 inch overhang on all 4 sides of the island and they did 1/2 inch on 3 sides and 5" on the 4th side. Someone mistook a " .5" and saw it as a "5". Easy mistake to make, but damn it, whoever made the mistake should just own it and not make you go through these types of hoops. Hopefully your attorney can make things clear. Sometimes just getting a letter from an attorney makes someone re-think their stance. Best of luck to you!

I am having a similar experience except the product is Corian solid surface. They had not sent the final billing before we discovered they had not raised the countertop high enough to accommodate the reinstalled cooktop. Can't put in the drawers under the cabinet now and the suggested fix is we should just make them "fake fronts". They are taking NO responsibility despite the subsequent findings that they cut the pre-existing structural support to accommodate a bad cutout measure at the cooktop and the overhang support is inadequate. With a slight bump at the overhang 90 degree meet to the side it will vibrate. Corian specifications say all three are the responsibility of the company we hired and we provided a copy of the Corian manual section that spells out the process and guidelines.. Getting the run around as the owner is now involved and he says he knows best with his 38 years of experience and industry standards apply here. He is good for his "word" and he guarantees it's to spec and the 10 year warranties are intact too. We have done many a remodel and this time we went local...what a mistake. So we opened a CSLB complaint, Corian warranty claim, and getting a Corian Compliance Review with bids for the fix so we can file a bond claim and some day get this mess behind us. They did offer to remove the countertop and refund my money but they are not willing to reinstall to meet the Corian guidelines. ODD don't you think... but their job is totally warranty covered and all they want is a little release of liability from me for that one. Looking now for a registered Corian installer to redo a punk job with faulty workmanship. We will see but I say Buyers Beware as the installers of these products really wrap you up and will misrepresent everything hoping that the time and frustration level you will experience will get you to fold. Advice: Get a solid contract with all the fine details of what they are actually going to provide, supervise the process and take LOADS of pictures of the entire install.

@ jpatota - You are absolutely correct. Watch you tube videos, read about renovations, learn how things should be done, then hire the person to do the work. Don't hire the cheapest one, hire the one that tells you all the details of how they will perform the work. Get it in writing and stay home and keep an eye on the work. I can't believe the number of bathroom tile jobs where the Pros look at the pictures and say - this wasn't water proofed correctly (or at all). You need to rip it out and start over. There are hundreds of posts with issues with tile and countertop fabrication and install issues, there are a fair amount with measurement issues where the door is off center or they didn't leave enough room for a fridge to open or the cabinets go into the door frame . . .

Read Houzz for any length of time and you know there are too many people out there wanting to make a fast buck and doing sloppy work.

"You need to rip it out and start over."

Not necessarily. jpatoka needs to post some of the "loads of pictures" so this Certified Corian Fabrcator and Installer can look them over.

Update: Received the BTP, DuPont's preferred warranty contractor, compliance report and their findings identified two major structural support items and the drawer lack of functionality along with some other small items of concern. . BTP states the only way to truly remedy the issues and keep both warranties intact ... so they are bidding on removal, re-design, re-fabrication and install. I did find it less than amusing that DuPont indicates I need to show a payment in full receipt to have them intercede, participate in the charade or even to have the product warranty in place. Does not matter that they have documented letter exchanges between the owner and I as he continues to jockey for providing a deep discount, cancel of the contract and all with a release of liability executed by us. Here in CA contractors have to adhere to statute and the consumer protection laws are helpful in cases like this. Right to cure and right to repair time limit has come and past, job abandonment has occurred and we elected to taking bids to bring this job up to DuPont's guidelines and our expectations... looks like a bond claim will likely be in our future but it will resolve itself soon. What a hassle and we vetted well but made the mistake of relying on a 38 years trade history in the business for this company and us not pushing harder for everything in writing. Good luck on your projects out there.

I've subbed for Back To Perfection; great bunch of guys and really know their stuff.

If DuPont wants you to pay in full and will pay to have BTP do the do-over, I'd do it. They've got a percentage of their bazillion-dollar warranty budget set aside just for this kind of thing. They flew an engineer to one of my jobs twice on a customer abuse claim, then wrote a technical bulletin for fabricators still in use today. Much easier and less risk to make this happen than going to court or a bond claim.

Let me assure you that DuPont has put Mr. 38-Years on double secret probation. Too many claims and you're out. There is a waiting list to become eligible to buy Corian by being a Certified Fabricator as they only let so many in the club.

Good to know JC LLC on what Mr. 38-years may be experiencing. We were wondering how the Certified Fabricator gets held accountable on the installation warranty piece and what if any oversight is done by the distributor/certifying agent here. Is there an formal complaint process or a trade partner agreement between the Certifying Agent and the Certified Fabricator that requires some level of performance and compliance? We did get notified that our claim has a "red flag" follow-up status so I will circle back here when the dust settles for the final outcome posting. Thank you, all the contributors and Houzz for hosting this helpful forum.