Approximately 7 years prior we had GC install granite throughout our home (kitchen, great room, 2 bathrooms) and the experience and installation was excellent. Because of the excellent previous experience, we used GC to install granite tops for a primary bath remodel. Here are some highlights of our most recent experience:
We went to GC to look and asked the representative Heather to see some white granite samples. Instead of directing us where to look for what we specifically asked for we were told to just look around and let her know if we saw something we liked. Heather couldn't wait to run back to her desk. Phone calls and emails to us were not done as promised and required follow-up by us. We were contacted only 4 days prior to installation to complete template placement on the slab and it was communicated to us that it was our fault. Heather left a voicemail stating, "You need to come in and do your template placement on the slab if you want to keep your installation date." We were treated as though GC was doing us a favor rather than valuing us as a consumer.
When a technical installation issue arose prior to installation I contacted GC to resolve the issue. The one owner (Mark) that answered the phone was rude, dismissive, and did not actively listen to what my concerns were and lacked basic communication skills. Mark characterized my attempt at resolving the issue as being difficult when I only communicated a desire to resolve the issue.
I then contacted Tom Sr. who I worked with 7 years prior and left a message for him to call me. Prior to ever speaking with Tom and hearing my installation concern, he left me an offensive message stating, "You're not going to like what I have to say, but I'm going to side with my worker." Upon returning his call I reminded him our previous experience 7 years prior with GC was exemplary and this one was quite the opposite. I also reminded Tom I didn't appreciate him stating he "sided" with his employee without even hearing my concern. I advised Tom that I called to resolve the concern, not create problems. I also communicated the issues we had with Heather. As the owner of GC, Tom never apologized or took responsibility for her indifference and other issues with us as consumers at his business.
During the installation, as the installer was cutting the backsplash to length, they left a significant length of the 4" wide piece cantilevered unsupported over their work table causing it to break. They then installed the cracked granite backsplash. The crack would have been avoided if it was properly supported while cutting to length.
GC had a line-item charge on the invoice of $225 for Mastic. GC used a $30 bag (probably less with contractor discount) of mortar and 3 tubes of silicone. How was a mastic charge of $225 justified?
The top edges of the backsplash are uneven at the corner.
GC emphasized the importance of installing granite on the tub deck with mortar on backerboard as opposed to plywood. The granite slab on the tub deck does not even have full mortar coverage so it is not fully supported. The granite is just sitting on the combed trowel ridges of the mortar. read more