LuXuM Countertops

I ordered 3 glass counter tops, 1 backsplash and 3 sets of LED strip lights from LuXuM in October 2015 and had to pay 100% of the cost (which included installation) before Gary (president of LuXuM) would order anything. They were to arrive in 6-8 weeks. It was almost 14 weeks before we got anything installed and that was just one counter top. The 2nd counter top and back splash were both incorrect and had to be reordered and the 3rd counter top has never been received (details later). The 1st counter top that was installed got chipped at some point in the process. The most infuriating part is that Gary said that they didn't do it during installation. Well, if that is true then he should have noticed the chip and ordered me a new counter. It was I, who noticed it, but only after they had it installed and were gone. Since the installation process uses an adhesive caulk and Gary said that it would be very difficult to take it back off without doing damage to anything, I agreed to have him try to fill the chip since I didn't want him to ruin my brand new full custom cabinets. Although he did fill it in somewhat, it is still very noticeable since there is still a small chip it is directly in front of the faucet. The reordered 2nd counter top and backsplash came in a few weeks later and my husband and I installed them ourselves. The third countertop, the island countertop, was the centerpiece of my $100,000 kitchen renovation. I designed almost everything around that countertop including having custom counter supports made (cost $1590). The counter was to be 3 layers of tempered glass laminated together and then middle layer is crackled. Due to issues with LuXuM’s normal glass fabricating company, none of my counter tops came from that facility. The island counter wasn’t even ordered again until March 2016 and that was from a facility in China. I did not want to have it made there but Gary was going to charge me an extra $2000 to have it made at the facility that made my other 2 counters & backsplash because they were more expensive that the original facility. So, after looking at a sample form the Chinese facility and having Gary assure me that he was very pleased with their work so far, I agreed to have him order it from there. The counter finally arrived 4 months later. Gary opened up the crate to verify measurements and it was schedule to be installed a few weeks later. As it turns out, there were 2 layers cracked instead of 1, meaning one of the outside layers was actually broken. I noticed that right away but it took me and four glass installers to convince Gary that one of the outer layers of glass was broken. Since broken glass is not safe, I did not want it to be installed. Gary pulled me aside and said that this was the last chance and that if I didn’t take this counter top, he wasn’t going to order another one for me Gary did give me the name of the fabricator in the US that was too expensive and said that I could probably order it through them but of course, I would be on my own. So, I still have no counter top for my island other than the temporary MDF top that my husband made. To add insult to injury, when he “refunded” my money he did not refund any installation (of the countertop or the LED lights) and he charged me extra for shipping the other 2 counters that I did get. So, I have no countertop, I don’t know what I am going to do and he shorted me on my refund by about me about $1000. I understand that things can happen that are out of the control of a contractor, but, a good contractor will make it right with the customer. I hold LuXuM responsible for my unfinished kitchen because Gary had opportunities to make it right and chose not to.