Was wondering if there is a standard in the granite industry for the conduct of installers while installing granite countertops for a homeowner?
Everyone we dealt with while selecting, ordering and templating for the countertops was great UNTIL the day the granite was installed. The installer was not prepared to bring in the granite, carried from the side of our house to the back a piece of obsidian that was stored under a plastic cover, bragged about being the best installer while bad mouthing his company and other employees, declared he does the best work for those who provide food and beverage but not to those who don’t, left cigar butt atop plastic storage deck box, tore out plywood that was installed by homeowner at request of templater to assist in the installation of undermound stainless sink (said he did not install this way…just epoxied some blocks of wood to hold sink to bottom of granite), did not dry fit or measure granite before epoxying together…resulting in the granite overhang over the penninsula being offset more to one side than the other. (with European style cabinets the offset is very obvious). I am getting wordy…will not go into detail about the cooktop cutout problem, installer losing his temper nor getting his van and trailer stuck in my yard tearing up the grass. Geez…
Is this guy a putz or what? The last person a homeowner has contact with is the installer and their conduct comes across as a reflection of the company deserved or not.
Continuing this saga…the job has already been paid for. This is not my regular practice having successfully been my own DIY contractor when I built this house 17 years ago handling subs, materials and payments. However, we contracted our granite installation through Costco. Payment is made to Costco who then in turns pays the granite company they have negotiated with to provide this service. There is a bit of comfort in this….
Tomorrow a granite templater is coming out to your home regarding the overhang issue. Thought at that time to mention the conduct of the installer.
Any suggestions on an appropiate way for me to handle this?
Thanks
Casey
Replies
Call Costco. They hired the sub and the sub represents Costco, period. He may not think so, but you're the customer and it's your opinion of the job that counts. If he did it wrong, it should be made right by Costco or their representative. Talk to customer service and move up the food chain if whomever you talk to doesn't try to satisfy you. Worst case, you can go to small claims court, just like any other contractor/homeowner conflict.
Yes, he's a putz and he really shouldn't be in contact with the general public. You should also consider calling the company he works for and talking to a manager or the owner if it's a small company.You'll want to have photos of anything he damaged or did wrong. If you have drawings of the way the countertop should have gone in and it wasn't installed according to the templates, it should be made right.
"I cut this piece four times and it's still too short."
Edited 2/9/2005 9:51 pm ET by highfigh
I was starting to feel bad until you said COSCO....
might just as well have said HOME DEPOT.Next time try a real stone company!!!
Be well
a...The secret of Zen in two words is, "Not always so"!
When we meet, we say, Namaste'..it means..
I honor the place in you where the entire universe resides,
I honor the place in you of love, of light, of truth, of peace.
I honor the place within you where if you are in that place in you
and I am in that place in me, there is only one of us.
Yes the price was cheaper through Costco...then if I had gone through the stone company directly. Costco negotiates a special pricing for Costco members...kinda like the auto purchase program.Actually, the work is being done by a real stone yard...and a pretty large one at that. Costco just handles the purchasing paperwork only. Costco is using Fineline Pacific. Everyone I have dealt with at Fineline has been great from the office staff, estimater, templater...until the installer arrived. Only takes one bad apple...and the installer is generally the last one the homeowner has contact with and maked the bigger impression.All is documented, photographed and left as is...even the cigar butt. I have photographed under the sink showing the install. Plan to photograph in detail the kitchen before repair work is started. The templater will be out later this morning...I will discuss not having the same installer and the reasons why. Will bump this information up the company chain at the appropiate time.Thanks for the insights...wanted to make sure my ducks were in line.Casey
Seattle
Put it in writing
When you think the timing is right, put it all in writing with pics and send it to COSTCO and/or the stone company. At least the issue can't be buried. And if the stone company fires the iinstaller, they have something for their own files.
Good point...
BillA... I agree and did so with Costco. The issue is that the sink fell out over 5 1/2 years later after the install. The stone company was not interested with the sink falling out due to it happening many years later. I did contact customer service at Costco and shared the information with them. I noted the other day there was a different granite company at Costco promoting their product and it was not Pacific Fine Line. Probably no doubt I was not the only customer getting below par work, who knows. After five years, I would not be surprised if the goofy employee doing the installation has been fired or moved on to another line of work, again who knows, but I would not be surprised.
And posting on forums ensures that the issue will not be hidden away.
Thanks for your reply...
After five years, I would not be surprised if the goofy employee doing the installation has been fired or moved on to another line of work,
He probably owns the granite company now promoted by Costco.
Hmmm.....
... and the scary part is you are probably correct.
Did you pay by credit card? Maybe you can get some leverage there.
Al Mollitor, Sharon MA
I agree to call Costco. They want to be in the biz... they need to deal with these issues.
Volumes such as that which is anticipated by Costco will speak much louder than any complaint directly to the sub (who is being paid by Costco). Be sure to ask for a follow-up call with an explaination of what action is taken.
I agree completely with all of you. A templater from the company is coming out tomorrow. I will address the installation issues regarding the granite and the corrections I expect. Also will bring up the conduct of the installer at this point...especially if the installer had been professional in all counts none of this would of happened, and in the end all would win, the customer would be happy and the company would not be redo'ing the work.I am not shy of moving up the chain if needed. I like to do my research, share in other's opinions, keep an open mind and address the problem totally prepared. I have been working in a confrontational type environment for the last 26 years and believe that a level intellectual head will prevail.Thank you all....will keep you posted. Hopefully this will someday help someone else in this situation.Casey
Was Costco's price better than anyone else's?
Take lots of pictures, especially the yard damage. If they have to remove the stone, get some pics of how he hung the sink ... maybe you can poke your head in the cabinet and get that too.
I'm sorry, I thought you wanted it done the right way.
had no idea Costco entered into such business
having said that I've never heard anything but great things about their customer policies - another soccer parent took a big screen tv back after having used it for almost two yrs and got his money back ( ? )
yes level head and speaking to the top brass at your store should get you some satisfaction
I'd state ( w/ your justification ) why you will continue w/ a different "installer"
let us know how it goes
had no idea Costco entered into such business
Doesn't surprise me. My nephew bought a Hummer at Costco. No lie.
In a couple months, they'll probably be selling nuclear secrets! ;-)
Your nephew bought a hummer there ?Now THAT'S customer service !!!Does the manager wear a great big floppy brimmed hat, and dayglo pink bell-bottom suit ? Leapard spot scarf. Lotsa gold hanging from everywhere...Ummmm, wait a minnit. Maybe you shouldn't say. Casey is a cop, and he might get to the store before I do. I would hate to get there and find out Casey has had the place shut down...
The person you offend today, may have been your best friend tomorrow
This a typical example of a company like Costco entering a field they know absolutely nothing about for the money only. Let's see.... heart surgery is big bucks lets advertise cut rates and hire some sub-contracting surgeons, have the operation done then send a bill and we make MONEY!!!!
Next time go with the pros, you wanted cheap you got it.
As soon as my local Wal-mart starts selling Granite, I am going to get some for my house!
Well when they send the NON-UNION guys over give them a big tip because their wages sure won't pay the bills.
Geez, David....sounds like you don't like Costco. Not sure where your information is coming from but Costco does contract with reliable businesses and not some "fly by night" company.We did do our research and even made numerous visits to the stone fabricating shop to see how the work was done. Even did internet research ...here is Fineline Pacific's website: http://www.finelinepacific.com/We even checked with local kitchen design companies in the area who use Fineline and liked them.At this point, it is not Costco or Fineline that has been the problem but rather "one" person...in this case the installer. Just looking for suggestions on the best way to handle this issue in a "constructive" manner without coming across as a "flaming putz".Thanks to all of you who have been "helpful"...Casey
U didn't hire fineline.
U hired Costco.
They hired fineline.
Sorry to say ... U get what U pay for.
Andy already said it.
I agree U should let them know ... but they won't care. How big are you in the grand scheme of things? I'd be more worried about getting things fixed without paying any more.
Was it money well saved now? Bet the other prices from local installers who'd be there to talk to sound better now.
Look at it this way ... I'm thinking U weren't that guys first install ... so he's been ascting like that since day one ... and no one's fired him yet.
Because he makes them money. And Costco isn't in the granite business for the "art" of it.
Hope U learned your lesson.
big box/low prices don't make for a good end result.
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
You said it isn't the problem of Costo or Fineline, but it definitely is. The employee reflects on his employer and the sub reflects on the retailer. Always. Are you a reflection on your parents? Absolutely. More businesses go under because of their employees than you could shake a stick at.(Where did this saying come from, and why is it still used?)It's Costco's responsibility to fix it, through either Fineline or another suitable sub."I cut this piece four times and it's still too short."
Edited 2/10/2005 11:09 am ET by highfigh
Casey,
I sympathize with your problem - sounds like the installer was a real putz. But it does sound to me like your problem needs to be taken up with Costco - that is who your contract is with. Fineline is the sub, not the contractor. You can talk to the template guy, but from your description s/he has no authority to solve your problem, nor any incentive.
In the future, you should weigh the saved money against paying the entire fee up front. There is a reason that the world has settled into a system where the job is not paid in full until the job is completed in a fully satisfactory, workmanlike manner.
aimless...I agree with you. I know that the templater has no juice to make decisions. I first would like to give them a chance to correct the installation problems, and if they do correct the installation...I will present the installer problems afterwards. Of course, I do not want the same installer coming back.If the company does not come through with the corrections then I will ratchet this up and contact Costco and begin playing hard ball.As said before, Costco hired the sub and Costco is who I should deal with who in turn deals with the granite company. I would like to think ANY business (like the granite company in this case) being first given the chance to correct any errors. At least they can not say they were not given a chance...In all my years I have subscribed to not paying more for work than what has been completed...but to stay financially ahead. With Costco, this was not an option. There are those who do not care for Costco and their way of doing business, and that is their right, but Costco has been solid in their customer service...let's see if this is the case here.Again, lets see how this plays out, it is still early to tell if there was just one rotten apple or if there are others.Casey
I like Costco.
Half of my family is Mexican and they are pretty decent...only they are in global import/export or the restaurant business but not granite.The FineLine templater was out today and they are going to remove, recut and replace the pennisula granite to correct the overhang...plan is remove tomorrow and reinstall Monday.They are also intending to address the conduct issue with the previous installer...as it does impact their business.FineLine even noticed some other errors they were not satisfied with that I had not noticed and wished to correct them also...looks like Fine Line Pacific is standing behind their work.Guess it is worth giving a company a chance to correct their mistakes...isn't that what we would like?Casey
They are also intending to address the conduct issue with the previous installer...
Funny stuff. When working through college I had a friend that needed delivery drivers for a dept store. He told me that he fired me several times when a customer made a complaint. That usually shut them up. LOL
Maybe he will get "fired"
Scrapr...I agree with you. It was apparent that there was a bit of pacification going on...and a sense that what I said will get back to the original installer with a mild arse chewing.The brighter side is that the installer was young and the templater that came out to the house today was of the same age as I am...both Nam veterans.What is important, especially to the wife, is to have her countertop the way she wants it. I am still contemplating writing a letter but am not sure if it will matter on the end...especially with your assessment Scrapr.Casey
You pay twenty thousand dollars then you get a pretty good car. You pay two thousand dollars then your car may not be good. You pay two hundred dollars, you still have a car but you will pay fifty bucks extra to have you car dumped in car grave yard. When it comes to stone, unless you plan do-it-yourself, go to a real stone company. You get more than you pay for, trust me on this.
Hey tp...an still driving a 1983 Honda Civic we had bought new. Great car! No chance that it would go to the dump...just will not die.Fine Line Pacific is a real stone yard...and they have stood by their product and work beyond my expectations. The granite piece came out yesterday and is scheduled to be reinstalled Monday. The two young men that came out were smart, polite and professional.Three years ago we had gone to two stone yards in our neighborhood and three in Seattle. (For our masterbath counter and bathtub deck) Either they came across as a used car lot (maybe they really wanted my Civic :).....), were not easy to work with or had a very limited selection of materials they wanted to work with.Just because we went through Costco for our purchase does not make Fine Line any less of a stone yard. By the way...what is your definition of a REAL stone yard? Gotta dash...the coffee is done this morning and I am currently insufficiently caffeinated to continuing playing right now.Casey
I don't understand what all the "you should have gone to a real stone yard" is all about.
If you paid for XYZ you should get XYZ, it's that simple.
I don't care if you hired someone from HD or Lowes, sure your taking a chance with either of those two but you are still paying for competent work. That is the least you should get.
The installer that made an attempt to come across as all knowing, all doing, hurt his own rep. He probably shouldn't work with the public.
Why is it that if one of us in here went and bought a new Ford F150, fully loaded, and paid only $12,000 everybody would be slapping him/her on the back telling them what a great deal they got. But when you opt for a lower price on a construction/home improvement item your hiring hacks, incompetent boobs or whatever other derogatory thing we can think of to call someone that does sh!tty work.
You hire someone to do something you should get that something. Don't know how that can be so complicated.
Doug
Doug...you are absolutely right. By going through Costco with Fine Line does not change Fine Line's status as a stone yard. Heck, I could of gone to Fine Line directly, paid a little bit more and still would of had the problem with the installer...and nobody would of ragged me on this joking or not. Adding Costco to the equation did not invalidate the end product.I am a happy homeowner...I got a product at a good price and received outstanding customer service correcting an error.Going back to the beginning of this thread...the question was simply asking for advise on what would be the best approach for dealing with a goofball installer. The issue as not about the stone company but rather the best way to notify the company about their employee. As I said before...everyone else has been fantastic!Bottom line...if no one is going to pat me on the back, they how about sharing a half a beer with me?Casey
LOL, Stick around. Somebody here will be needing advice what to do about a goof-ball cop!Glad you worked things out professionally. Love happy endings, even if they are boring.
Welcome to the Taunton University of Knowledge FHB Campus at Breaktime. where ... Excellence is its own reward!
Love happy endings, even if they are boring.>>>>Piff
and you didnt warn him about the Buckmiester? Man is hein for a surprise........Even if we do love that linebacker.Bewell
a............The secret of Zen in two words is, "Not always so"!
When we meet, we say, Namaste'..it means..
I honor the place in you where the entire universe resides,
I honor the place in you of love, of light, of truth, of peace.
I honor the place within you where if you are in that place in you
and I am in that place in me, there is only one of us.
aka Bucksnort Billy?Casey
Jeff Buck. He does not like things to be boring.
Andy has been known to stir the pot a little himself.;)
Welcome to the Taunton University of Knowledge FHB Campus at Breaktime. where ... Excellence is its own reward!
>> Love happy endings, even if they are boring.What happy ending? It hasn't ended yet. Looking hopeful, but it ain't over till the fat lady etc.
Hey Buck...just MOST are okay? Guess that is okay...it is the few who are not that keep me eimployed.This is not over yet...the fat lady comes home today. The granite was removed last Friday by two of the most professional young men I have ever met. They must be the "A" team. They are to return today (Monday) to reinstall the granite penninsula piece. Will let ya all know if the fat lady was on cue or not.Oh, speaking of fat ladies....tis Valentine's Day guys, don't forget! Casey
casey,
What you might be experiencing is the "B" team goes on the cut rate jobs. ie: Costco. Most of the time the stone store doesn't have a problem. Only once in a while. But the "A" team hasn't ever had any "issues".
and despite what the initial installer says he was not the "A" team LOL
You know...that same thought entered my mind too about the "A" team vs "B" team, don't know for sure. The granite was replaced on Monday and we are pleased with the results. In the end, it seems such a simple task...not the granite work itself but rather taking the time to just measure before glue the slab down. IF this had been done the first time then the error would of been caught and the piece could of been reshaped and returned. Hindsight being 20/20...the first installer was in a bit of a hurry to dash out dispite dragging his heels during the install so as not to return to the shop and be sent out on a second job. Hmmmmm.....could he have been aware of the obvious?The second two young guys that came out to remove and reinstall the granite piece were great. My wife even commented on their professionalism in both attitude and dress (the company shirts and khaki pants). These two guys can come back any day to work at my home.End result, the granite is installed and we are pleased. Guess it is time for me to dance around some of these other posts to find Buck...am beginning to miss his comments. (Probably cause I am healthy and back to work today...a great sunny day on the beat).Casey
Hell ... just come to a Fest and meet all us idgits in person!
New guy brings beer ...
ok ... most everyone brings beer ... but new guy brings the good stuff.
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
casey,
glad it worked out for you
re:
In the end, it seems such a simple task...not the granite work itself but rather taking the time to just measure
I had exactly the same experience. We had an island piece with a stove top in the middle. So that there was no problem I carted in the top and paper cut out of the top and left it 3 feet from the island. You know what comes next.
Cut it wrong. Of course. We went round and round. We were on a deadline to move in. He knew it. Until I told him to rip it out. All of it. He thought about that for a few minutes and called me back ready to cut his losses.
Maybe I had the same instaler? LOL
now you want to move this to in care of an opera...
now that can be boring...
Life is not a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming
WOW!!! What a Ride!
It all depends on the fat lady...hmmmmmCasey
Cops love me!
I took one of their daughters for my bride ...
and had another one standing next to me at the same time as my best man!
That ... and I'm working on numbers right now to give a third the Friends and Family discount on his new kitchen ... already gave him a new roof a acoupla years back as his wedding present.
I've said this before ... cop bachelor parties ... they're the best!
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
This'll be a good time for a little cop/customer story.
This time .... not a friend or family.
me and Dad did some remodeling for his friend that ownes lotsa rentals.
Cheap new kitchen in a little rental house. He rents it to a cop and his girlfriend.
6 or so moths later ... we get a call that the vinyl stick on floor is lifting in front of the sink. (don't blame me .. the landlord just loved those 12x12 stick on tiles...)
So Dad goes ... and seeing as he's in his later 60's at the time ... when Dad goes to look at a floor ... that means he sits in a chair as I get down and look at the floor ... so I'm there too as the "eyes and knees" ...
Looks like a small water leak in the sink drain.
Instead of playing around with it ... we'll spend the landlords $2 and buy a newcross-over drain for the double sink.
But ... it's like 4:30 as we stopped by after working somewhere else ...
and this is a Thurs ... and I'm not working with Dad the next day ...
so he tells the renter/Cop that he'll be back on Sat afternoon to replace it all ...
Just put a bucket under there till then ... no big deal. Then Jeff will come back sometime next week and fix the tile.
Guy standing in a sweat suit says ... We "really" need that fixed asap ... how about doing it tomorrow?
Now ... telling my Dad when he's gonna do something is never a good idea.
Telling him when he's gonna get is 60+ year old body stuffed into a cabinet in a rental apartment is even a worse idea. Dad says ... No ... I'll be here Sat.
You don't like that ... tell Emil.(the owner) He'll tell U to either wait or pay another plumber to come in yourself and fix it.
So we start cleaning up tools ....
I've got my head in the cab again ... dad's standing there ...
cop comes down ... dressed for work ...
this time ... Hands on his gunbelt .. says ... in his best cop-voice.
"I "really" think you both are going to be here first thing tomorrow to fix that!"
Dad just looks at him ... and says .... "Why? U gonna F'in Shoot Me if I don't?"
I just bust out laughing ... ya gotta picture this big tough young cop standing there looking at this short/fat pissed off old guy!
So Dad just looks at him .... and now says ...
"Just take yer little gun ... and take yer little badge .. and get the F out of my kitchen ... U say one more word ... and yer never getting your sink fixed ... as a matter a fact ... I'll rip the G.D. think off the f'in wall right now...!
the young cop just looks confused and beaten ... he walked out.
We stopped by the landlords bar/restraunt .. Dad told him ... I'll fix in Sat ... U call him and tell him to go shopping for the day ... if he's there I quit.
I told dad I can't wait to be a grumpy old man ... They get the best lines!
but .. that was only one cop. I my tow buddys both happened to work with him at that time ... of course ... I had to tell them the whole story ... they both know my Dad real well .... they said within a week everyone in the station was walking around telling him to "take yer little gun ... and yer little badge" ....
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
But that is only local cops.You did not tell about being kicked out of Indiana.
he liked me too!
Coulda got cuffed ...
just got an official written warning and when I said ... Looks like we gotta go ...
he said ... no, show your wife the town ... just don't come back!
Jeff
Buck Construction
Artistry in Carpentry
Pgh, PA
Edited 2/12/2005 4:38 pm ET by Jeff J. Buck
and wait a second ...
it was just the City of Indy ...
not the whole state!
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
Badges...we don't need no stinkin' badges. Things are different with the young cops today, and I don't care much for them either. I am a bit old school, have stories but they have to wait.At least I ain't sitting around telling some contractor how to do his job, heck, getting too hard to find a competent one anymore. If ya want it done right, best did it yourself :) You know, don't tell anyone but I am kinda thinking that you are okay Buck.Casey
Funny thing about this "place" ...
Most everyone here is OK.
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
Same o'same o
You are right everyone likes to save money, even the guys on these boards who tell you "you can not to anything yourself" "you must hirer a contractor" and "only hire contractors who charge you the most".
MOST ARE NOT LIKE THAT, I love most of the guys here, but you know the ones we don't.
That said it is all good, and understandable. Everyone wants to defend their turf and their pay. Hell, the teachers who only work part time, pay nothing to there pensions or their medial plans, retire early with benefits, and get great pay (don't buy the myth) for only working 8 months out of the years expecting generous full time pay and rioting in Wiscosin and elsewhere to protect this grant theft.
Doubt the myth? My brother-in-law is a teacher and works as I say 8 months makes $80,000. You annualize that to a full years work and you get $120,000, free pension, free healthcare, and retirement. Who gets a sweat deal like that. And yet you would think the world is ending becasue they are asked to pay 5.8 % of their healthcare expense (national average private sector is roughly 30%)
Protect the turf, protect the stealling.
In my state the public sector unions spent millions of dollars, extorted from teh membership, to defeat every tax cut initiative and to promote every tax increase initiative on our ballot. Why? They know they can not continue to line their pockets at the expense of teh rest of us if they can not keep the tax coffers full. End of story.
declared he does the best work for those who provide food and beverage but not to those who don't,
No lunch for him?
J.
No more free lunches for him...I did in fact provide coffee, cookies, ham/cheese sandwich (on whole wheat) and a soda for both the workers.Wondered if I violated some "Union" issue with the free chow and for that I am being punished?Casey
your granite installer spoke english????
where can i get one. I have dealt with many installers from different fabricators and i would say that about 3 - 5 % spoke english well, and about 50% had one guy who between pointing and speaking slowly could get it right.
after that stint i started doing my own templateing and installation, fewer problems with call backs and better for my schedule.
james
FWIW i even started doing much of my own fab work too, just don't have the space to handel a whole slab ( read 10x8x3/4 chunk of granite)
your granite installer spoke english????
No wonder he had a problem.
Get some decent Mexicans to do the job right!
when do you think someone will start selling granite direct?who will break that open? the quarry?we wanted a small piece 3 ft wide - oh no there is a $600 minimum.
wain
there are quite a few places around here that sell pre edged slabs.. 8' is the norm but i have seen smaller and the run about 200$ ea for the more common stuff.
james
Hi Casey,
By now you have heard from either Mike or Otis, the installers direct supervisors. We appreciate your comments. I was shocked at our installers behavior. Let me assure you that Matt's attitude in no way typifies the prevelant attitude at Fine Line Pacific. We go to great lengths to supply our installers with the absolute best equipment available. The safety of our employees is a major concern. We have the absolute best equipment in the NW. Our tops leave the shop with the highest degree of finish. In return we expect that our installers act in a professional manner at all times. Obviously he doesn't get it. Clearly we cannot have him in the field representing us and our customers. I appreciate the frank feedback.
We have worked with Costco for ten years and I can honestly claim that there has not been one problem that we have not dealt with. Not only is that our committment to our customers it is Costcos demand. It is really a shame that one poor attitude will cast a shadow over the efforts of all our other employees. I will monitor the situation to make sure that we deal with these issues. Please don't hesitate to give me a call.
Luke Moore
co-owner
Fine Line Pacific
Breaktime gets action!!!
Breaktime certainly drew attention to the problem. I would like to point out that we had already scheduled a templator to go out. We really do appreciate the chance to make things right before our customers have to take drastic measures.
It is true that our templators are not install supervisors, but they all have at least 15 years experience in construction and they are our eyes in the field. Their recommendations are always taken seriously.
Luke
Just wanted to Welcome you to Breaktime! You must be a stand-up kind of Guy.
Hope you stop by again & maybe post some pictures of some of your jobs!
I'm impressed. Curious to know how you found out about this thread and/or site. I noticed you are new to the board. I too am interested in a granite pro's perspective on issues that arise. ADH Carpentry & Woodwork
Quality, Craftsmanship, Detail
Luke...Fine Line Pacific has been extremely accomodating in this situation. I have just recently spoke with Mike and have spoken with Otis the other day.My intent was to figure out how to approach this issue with the installer (name intentionally not listed). I was left with a deteriorated confidence in this installation and was seeking advise, and hopefully reassurance, on the best way to handle this to ensure a happy outcome.Sadly, some of the comments I received were less than reassuring and frankly, bordered on being thoughtless and ignorant. Not the type of suggestions I was expecting.I did take the time to research your company as well as visited your stone yard on numerous occasions...so many times that on one visit I was mistaken for an employee. (I did leave a good impression about Fine Line). Mike was your strong seller, having taken the time to escort both my wife and I showing us all stages of the fabrication process and computer technology. We never did bother to seek an bid from anyother company...yours was the one and only.Aaron was a great templater who took the time to suggest to work with me wife (not an easy task) on locating the faucet and the cutout for the sink.Thanks Otis for getting back to me addressing my concerns. Quicker than I had thought or expected.Shannon, who came out today...is a true ambassador who knew how to listen. I did not even get through half of the complaints on the original installer before I was throughly vented. Shannon even noted a few minor issues that should be touched up that I had not noticed.No business can operated without the office staff. Emily and Kari were both so gracious when they had to make their calls...the dreaded ones having to deal with customer's complaints, rescheduling or arranging to come out to correct a problem....and Karryl, thanks for dealing with my endless e-mails and telephone questions. At least we picked out a product we will be happy with.And Kari just called, they will be out tomorrow to remove the misaligned piece of granite. Next day service. Fantastic!Yes, it just takes one to leave a bad impression...and this one is usually the last one a customer sees. I hope that those who posted a response to my submission learned as much as I have regarding business who do honestly believe in customer service. This is a rare commodity today. It is not often that you hear from a company owner, I appreciate your concern Luke. Thank you all at Fine Line Pacific for your attention in this matter...and restoring my confidence in your company.Let me go on record, even before the countertop is fixed, that as I homeowner I endorse and recommend Fine Line Pacific.Casey Sundin
Seattle, Washington
Your testimonial of praise and thanks just caught my interest, the only thing left out was the jingle music.
this is impressive...
and welcome to BT...
Life is not a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming
WOW!!! What a Ride!
Luke...you deserve the kudos! Thanks again...Casey
I ain't falling for it ...
they're the same guy ...
this is one big set-up!
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
I think the same.
David and Jeff...oh, for crying out loud. If you are talking about Luke Moore...and myself, Casey Sundin...we ARE NOT the same person. Geez, you guys...do a little internet research.Let's see, if we ARE the same person then we have a split personality. Now if one of us has a desire to be the other person...then maybe we both are crazy.You two appear to be more naive than I could ever imagine. This just proves that to some...thinking is not easy.Casey
wow, just checking back in and almost got hit by a flying chair..... maybe you guys should take this to the tavern for it is getting a little hot in here.
welcome to BT
james
James...your right. It is inappropiate to get into a food fight at this stage of our lives. Bottom line, this is not a set up. I am a homeowner who ended up with a granite installer problem. In a world of drudgery it is refreshing to come across a company who stands behind their product. My wife and I were hoping that we were not going to take it in the shorts...and some of the replies here did not help. But what really matters, is that my wife will get the kitchen that she has been hoping for all these years. What anyone else thinks...well, it is what they think.Casey
Edited 2/10/2005 11:47 pm ET by casey
settle down ...
we're just having fun.
happy endings are boring ...
murder mysteries sell much better ...
so ... after U killed the guy and assumed his identy ....
where'd ya hide the body?
OK ... don't care
... how much of a discount can ya get me? That's the real question.
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
Casey, Jeff & naive probably don't often appear in the same sentence.
Guess one of thoese little :) faces to indicate he's joking would have been in order.
I'm impressed with Luke's response, looks like all is well for you.
I like Costco too, except I can't seem to break the Price Club habit. Best beer prices in Utah.
Joe H
"Guess one of thoese little :) faces "
I still refuse to kill a good post with that or the "pol" in the title!
Jeff Buck Construction
Artistry in Carpentry
Pgh, PA
as i read this everyone is busting your buns cause you didn't spend twice as much. i get so tierd of hearing this.{sometime i'm going to do a post about my high dollar drywallers and no body is going to be able to say cheap is what you paid for and what you got] everyone gets there granite from about three major wharehouses period.now it's up to the fabracator . you checked them out ,you liked them why spend more? i gauratee you you can go to the most expensive guy in town and you will find people not satisfied.maybe more so,sometimes the big boys bank on there name and could care less.lets us know how this turns out,i bet from what you said they will fix it.larry
hand me the chainsaw, i need to trim the casing just a hair.
bragged about being the best installer while bad mouthing his company and other employees..
I for one would call his boss!
Hey Jeff...aw schucks, now I am redfaced. Good murder mysteries? Hmmm...kinda wondering if you did a little internet research. Yeah, can share a bunch of those...you see, Luke really is in the granite business and I am a cop.More convincing...we like a good deal, and we do our research. What is a pleasant surprise is Luke getting involved, it is not often when an owner of a large company like Fine Line Pacific bothers to get involved. Luke did...and I was treated right. Looks like I don't have to call the boss about the installer...he already knows, thanks to Breaktime.I am a Costco fan...but I do not care for the box stores Home Depot or Lowes. I just got back from the local plumbing shop for my faucet supply lines and shop our neighborhood locally owned TruValue store for everything else I need. But, I confess, for large ticket items I do need to shop around...we are a one-income family. Heck, Jeff...if I thought I could save money I will buy from you!Naw, not much of a discount that I can give you...maybe a get out of jail free card if you ever find yourself in Seattle.Oh, one last thing...no coffee and donut jokes, up here in Seattle, the land of Starbucks...it is lattes and biscottis!Casey
Casey, go have a lattes and take five, put your feet up and turn off the siren. Your kinda walking into the door here, opinions are opinions, people call them as they see them. You cannot stop that.
David....yeah, true. You would think after 26 years I would of figured that out. Do the serve beer in "The Tavern"?Casey
Edited 2/11/2005 1:53 pm ET by casey
"Do they serve beer in the Tavern?"
The Motto over there is "It's always 5 oclock somewhere!"
26 years on the job or 26 years old?
Casey,
Be careful what you offer. Giving Jeff a get-outa-jail-free card could cost you more than your whole house.
(|;>)
SamT
Hey, after 26 years I have been a goofball many times, and if this is the case with Jeff...I gotta love him for keeping me employed!Casey
Update...! Ya gotta be kiddin' me.
Just before Thanksgiving 2010... the sink came crashing down! At least is was full of some pots and pans with just a bit of water. Those little wooden blocks that were epoxied in... and were told would hold just fine... failed. The epoxy kinda stuck to the bottom of the granite countertops and it looked like the "granite dust" that was left behind and not cleaned away contributed to the problem.
After a bit of hunting around I was able to find a proper sink attachment bracket from a wholesaler that was kind enough to sell it to me even though I was a homeowner so I could get my sink back together for the holidays. With the bracket properly attached to the cabinet and the bottom of the sink I am confident that this will hold for a long, long time.
I am an old school guy wishing for the return of the old school craftsman...
Thanks for listening and hoping someone else benefits from our misfortune.
Casey
Granite Installer
Two things here: #1 - Granite from Costo???? WTF - You deserve what you got.......
#2 - If you tolerate that kind of behavior from ANYONE in any aspect of life, you'd better take a long hard look in the mirror.
Allow me to clarify...
Pelipeth... let me clarify so that you understand.
Costco is a membership warehouse that sells food, goods and services. Companies also come to Costco for marketing their products. Pacific Fine Line promoted themselves through Costco. Pacific Fine Line is a granite countertop fabricator... you can learn more at their website at: finelinepacific.com
So Costco was nothing more than the advertising medium. We actually went to Pacific Fine Line's fabricating location to conduct our business. Installers from Pacific Fine Line measured and installed the countertops... not someone from the meat section or eye glasses from Costco.
I hoped I cleared up your comment #1.
Next, when there was the problem with the granite being initially cut wrong it was called to the attention of Pacific Fine Line and it was taken back and corrected. And the concerns with the goofy installer was addressed, and that was handled by the Pacific Fine Line supervisor. As with any employee disciplinary system with any organization, what actions taken are privleged within the organization. I am sure you already understand that.
A significant amount of time went by before the sink fell out. Pacific Fine Line's approach to addressing this was that it was beyond what they warranty. I guess that would leave a legal option as another option, but intellectually it was faster, better, easier and cheaper to just re-install the sink correctly myself.
I hoped I cleared up your comment #2.
Am wondering about something Pelipeth... are you normally this cranky or were you just having a bad day.
Thank you to everyone else who have offered constructive criticism.