Bradley Salon Services

First off, K. Hovnanian is the customer of [redacted] and not this homeowner - it is K. Hovnanian whom the homeowner paid, not [redacted]. We are responsible to K. Hovnanian, who is our customer, and the agreements that we have regarding any countertops produced. But in regards to this situation, here are a few...

points to be said:1. The homeowner viewed and selected the slabs used to produce their countertops - the actual slab that they saw and approved in writing is what was used to fabricate their tops.2. The homeowner was explained the unique nature of granite, and signed a document stating that they had been explained this and that they still chose natural stone along with all that that entails.3. The homeowner initially wanted their island replaced because they did not like the look of it (the natural variations in the stones patter/veining). They were informed that this was not a warranty issue and that we used the slab that they had selected.4. After this they complained of some chipping (chips are not natural and are caused by some impact to the stone) - and some indentations in the stone (natural pitting as was described in the document that they signed)     CHIPS: this is only covered by our warranty if they were present at time of installation - any chips caused after installation is not covered by our warranty to K. Hovnanian.  - However as a customer accomodation to K. Hovnanian, we offered to fill the chips (which is the industry standard for chips in natural stone), with no guarantee as to the final aesthetic result, and were told that the homeowner refused to have this done or were arguing with K. Hovnanian to replave the tops instead.  NATURAL PITS: This is common in granite due to the varying mineral content, which is why we point this out to homeowners and have them read and sign a Natural Stone Disclaimer that clearly states this. Once again as a accomodation to K. Hovnanian we offerred to fill a couple of these (with no guarantee as to the final aesthetic result) and were told that the homeowener refused and wanted new countertops.In conclusion, this homeowner was: 1. informed of the natural characteristics of granite and signed a Natural Stone Disclaimer  2. Was allowed to select the slab from which their tops was crested and had the opportunity to closely look at the material prior to us fabricating their counters  3. We sent people to their house several times to view their concerns and inform them of what they were looking at  4. We offered through their builder to make a one time accommodation and fill some the chips/natural pits (with no guarantee as to the final aesthetic result) and were informed that this was not acceptable.  5. At this time, we are considering the issue closed as this does not fall under the warranty that we have with K. Hovnanian and we have done all that we can do. Any further issues must be addressed between the homeowner and K. Hovnanian, as we do not know what warranty K. Hovnanian has with the homeowner.  because we have no control over