Top Notch Counters

Thank you so much for trusting us with such a large project. We love what we do and are glad you are totally satisfied!

First of all, this job is nowhere close to completion, but rather just barely started. Second, this customer has ordered and now will own custom built cabinetry and non-stock ceramic tile. The tile work in the backsplash is not the problem, the problem was that the customers walls were bowed out 3/4". Rather than do an unacceptable job, we sent out our drywall man out to try and build out the wall so that the tiles would not exaggerate the bow in the wall. This is not a "simple" backsplash, but rather a mixed mosaic. Our tile installer has over 30 years experience and we install over 10000 sq. ft. of tile per month. So I'm not sure of the customers credentials pertaining to tile, however, both the customer and her husband did inspect the finished product with our production manager and nothing was mentioned about this. Yes, the outlets were left out for grouting purposes and re-installed the next day.

We did come out on the second day not only to change a toilet, but also a fan and counter top. The job went smoothly. Toilet is in and functioning. We often use braided stainless steel supply lines as future toilet movement can loosen the hard piped lines. We installed vanity top, sink and faucet. We removed the old fan and explained that we would install the new fan when we did the mechanical work in the master bedroom.

On 8/18, the customer contacted us and said she did not remember the cabinet layout for her master bath. We went over this again with her so there would be no confusion. On 9/8, the customer contacted us and said she couldn't remember what fixtures she chose for the main bath, however she might want to change them so they didn't match the master.

On 9/13 we demolished the master bathroom. At that time customer asked about adding a linen cabinet. We told her it could be done and worked up an estimate. Customer also asked to reduce the scope of work pertaining to a water closet and pocket door. We worked up an additional set of drawings and an addendum to the contract for her. She later declined the change.

On 9/16, the customer contacted our FB page at 10:15 pm demanding to speak with the immediately. We responded at 6:23 am on 9/17 asking what the problem was. After rambling on, we sent our production manager that morning only to discover that the faucet in the main bath was was 1/8" out of square to the bowl. Not an emergency. The braided toilet supply line was slightly longer than needed. Our PM explained that the lines come in different lengths and that the installer had the standard length. We would try to install a shorter one, however it would probably be too short. Customer's husband asked if we could do a hard pipe, which we agreed to, as long as he was aware that the hard piped can drip after years of use. Husband said no problem. No mention whatsoever of the tile backsplash. Customer contacted us at 11:02 on 9/17, thanking us for sending our PM out, that things were much clearer and she appreciated the response. She also said understood about the owners' health and wished him the best.

To date, we have installed a tile backsplash and had the customer inspect it. We've removed and disposed of a toilet, counter and fan in main bath and supplied and installed a new toilet, granite counter, undermount sink, faucet and all labor. We have completely demolished a huge master bath, removing and disposing of walls, tub, tub deck, shower, vanities, drywall and toilet. We are ready to start mechanical work.

Customer insisted on a meeting 9/18 to review the work in the master bath that she had previously approved. But that was hardly her intention. Instead, she came in screaming, yelling, threatening and demanding money. We currently have thousands of dollars worth of tile, custom cabinetry and plumbing fixtures to complete this job in our warehouse. She claims she no longer wants the custom ordered materials that SHE selected. I've personally reached out to her via phone and FB with no response.

There are no red flags here. We've been in contact with customer every single day! Further, we've had our PM on site 3 out of the 5 days we've been allowed to work. I suspect that either customer has a medical condition of some sort, or simply cannot afford to continue on. I suspect the latter as the deposit check we received was not sufficient funds. None the less, there is substantial work already completed and much non-stock and non-returnable material in our warehouse to complete this job. Not only will there be no refund, the customer still owes us a substantial sum of money for work completed as well as for the materials to complete this job.