Shell Fab & Design

I am appalled at Shell Fab's (Marty) response concerning my countertop issues For him to suggest that my tile installer "either sat or knelt on the countertop, causing the seam to split" is a very inappropriate remarkThe reality of the seam splitting is that they installed the countertop on an unlevel surfaceShell Fab clearly stated that under no circumstances would they install my quartz countertop if the cabinets were not level to their specsI have the paperwork that states that "the cabinets installation is acceptable for countertops"This paperwork was signed by the installer They came to install the countertop checked with a level and proceeded with installA few days later my tile installer installed the backsplash but did not seal it right away due to an electrical outlet that had to be installedThe next day I left for a week vacationUpon returning, the tile men came back to seal the tile and did not proceed because they noticed that the seam on the countertop was pulling apartWe also noticed that eggs were rolling off the counterBig problem for a $countertop! Absolutely not levelAs stated above, Shell Fab does not install countertops if they are not level to their specsAs he stated, their install manager (Paul S.) came to inspect the issues He failed to mention that Paul agreed to send a crew to fix the problems In fact, the crew did come but stated that they didn't have all the tools that were necessary to complete the jobThey assured me that the office would get back to me to schedule an appointment to do soHowever, the office never called and failed to return messages that I left about scheduling an appointmentAfter several attempts, I finally got in touch with them only to be left on hold for a long time Eventually, I spoke with the owner of Shell Fab (Marty) who stated that they would not repair things as previously stated by the install manager (Paul S.) and that I would be responsible for leveling the cabinets, sink removal and replacing bottom backsplashI paid for these things once and should not have to do so again because of their negligence! Moreover, the following paragraph stated by Shell Fab (Marty) is not correct I spoke with the owner (Marty) and he obviously didnt get his facts straight when he spoke with the install manager (Paul S.) His statement was: "Our install manager, Paul went to inspect the siteWe sent another install crew to address these concernsIn the meantime, she had tile backsplash installedI would bet that the tile installers either sat or knelt ori the countertop, causing the seam to splitOur second install team determined that all the problems she was experiencing were due to the cabinets not being levelSo they departed without resolution."Fist of all, the backsplash was installed before Paul Scame to inspect the site not after the crew came to address the concerns, as he stated For him to impy that the tile installers "either sat or knelt ori the countertop, causing the seam to split" is absurdIt seems that he is attempting to put the blame on others for his company's poor workmanshipFurthermore, he stated, "Our second install team determined that all the problems she was experiencing were due to the cabinets not being levelSo they departed without resolution" This had already been determined by the install manager (Paul S.) previouslyPaul cleary told me that the crew would be coming to make all the repairs that we discussedI would like Shell Fab to stand by their work just like any reputable establishment wouldAs a consumer who trusted their workmanship, I would like to be a satisfied customerThey stated that under no circumstances would they would install the countertop if it was not leveled to their specificationsThey did install itTherefore, they are responsible to make it right My Kitchen has been at a standstill for months due to Shell Fab"s irresponsible work ethic Not only have I been stressed over this matter but I have had to live with an unfinished kitchen

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I am unable to send u a picThe damage occurred awhile ago and I took it upon myself to fix it

We would like to thank the Revdex.com for this chance to respond to the comments submitted.Most importantly, it should be understood that counter tops are very heavy, granite weighing in at several hundred pounds, and when moving them to the proper destination it is not safe...

nor practical to expect our Installers to endanger themselves by stopping to remove shoes for any reason, nor Is It safe for them to carry several hundred pounds without that protection for their feet. Customers are sent Information packets prior to installation advising them on what to be prepared for when our Installers are coming to their home. The application of salt, and clearing of walkways Is a necessary safety precaution as well as not expecting our Installers to stop and remove protective clothing while lifting these heavy and often awkwardly shaped stones.In addition, that informational packet advises leaving walls unfinished until our installation is complete. This Is also due to the weight and awkwardness of the heavy stone and potential for unfortunate damage. We take great care at Shell Fab & Design, Inc. to ensure the safety of our workers and the integrity of the homes we enter. While there are occasions when some minor damage is unavoidable, we do make minor repairs and warn our customers ahead of time as these are not our areas of expertise.

In regards to you inquiry pertaining to the [redacted] job, here are the details: Mrs. [redacted] actually purchased her countertop through the West Seneca Hom?? Depot, not directly through Shell Fab. So actually, all of her issues should be directed to that store. We first sent an experienced...

measure technician out to Mrs. [redacted] home, only to find that her cabinets were not level. In order for the cabinets to accept the weight of a stone countertop without cracking - they must be level. So we were unable to measure at that time. Although the Home Depot typically charges a fee to return, she was not charged.  Mrs. [redacted] assured Shell Fab that she had hired and paid a contractor to level her cabinets and was now ready for measure.  When our measure technician returned the second time, he advised her that the cabinets were still not perfectly level but he could complete the measure and our installers would do the necessary shimming at the time of install.  She agreed to this.At the time of installation, installer David M[redacted] explained again, that I the cabinets were still not leveled and he would have to do some shimming for a perfect install. She agreed, once again. She also signed of on the paperwork at the end of the installation that she was completely satisfied. Weeks later, she phoned regarding the split seam and the unlevel countertop. Our install manager, Paul went to inspect the site. We sent another install crew to address these concerns. Ih the meantime, she had tile baoksplash installed. I would bet that the tile installers either sat or knelt ori the countertop, causing the seam to split. Our second install team determined that all the problems she was e??periencing were due to the cabinets not being level. So they departed without resolution. IJustin, our operations manager was never to her house. When Mrs. [redacted] phoned me regarding her concerns, I told her that in order for a perfect installation, this is what needs to happen: she should phone the contractor that she originally paid to level her cabinets and have him return to do it correctly. We would remove the top, so that he could do so. Since the contractor didn't do it right the first time, there should be no additional charge from him. Then we would return, reinstall the countertop, reset the seam and re-hook the plumbing- at no charge. Mrs. [redacted] is blaming Shell Fab for the fact that her cabinets were not level to begin with, and were never made perfectly level by the contractor that she hired (outside of the Home Depot).  Her concern should be having the cabinets situated perfectly to accept the countertop.  Then Shell Fab can return to reinstall the top to her satisfaction.  I do have a recorded phone conversation with Mrs. [redacted] acknowledging that she was made aware of all of the above.  Should you have any additional questions or concerns regarding Mrs. [redacted], please don't hesitate to contact me directly.

I am appalled at Shell Fab's (Marty) response concerning my countertop issues.  For him to suggest that my tile installer "either sat or knelt on the countertop, causing the seam to split" is a very inappropriate remark. The reality of the seam splitting is that they installed the countertop on an unlevel surface. Shell Fab clearly stated that under no circumstances would they install my quartz countertop if the cabinets were not level to their specs. I have the paperwork that states that "the cabinets installation is acceptable for countertops". This paperwork was signed by the installer.  They came to install the countertop checked with a level and proceeded with install. A few days later my tile installer installed the backsplash but did not seal it right away due to an electrical outlet that had to be installed. The next day I left for a 4 week vacation. Upon returning, the tile men came back to seal the tile and did not proceed because they noticed that the seam on the countertop was pulling apart. We also noticed that eggs were rolling off the counter. Big problem for a $3500 countertop! Absolutely not level. As stated above, Shell Fab does not install countertops if they are not level to their specs. As he stated, their install manager (Paul S.) came to inspect the issues.  He failed to mention that Paul agreed to send a crew to fix the problems.  In fact, the crew did come but stated that they didn't have all the tools that were necessary to complete the job. They assured me that the office would get back to me to schedule an appointment to do so. However, the office never called and failed to return messages that I left about scheduling an appointment. After several attempts, I finally got in touch with them only to be left on hold for a long time.  Eventually, I spoke with the owner of Shell Fab (Marty) who stated that they would not repair things as previously stated by the install manager (Paul  S.) and that I would be responsible for leveling the cabinets, sink removal and replacing bottom backsplash. I paid for these things once and should not have to do so again because of their negligence! Moreover, the following paragraph stated by Shell Fab (Marty) is not correct.  I spoke with the owner (Marty) and he obviously didnt get his facts straight when he spoke with the install manager (Paul S.).  His statement was: "Our install manager, Paul went to inspect the site. We sent another install crew to address these concerns. In the meantime, she had tile backsplash installed. I would bet that the tile installers either sat or knelt ori the countertop, causing the seam to split. Our second install team determined that all the problems she was experiencing were due to the cabinets not being level. So they departed without resolution."Fist of all, the backsplash was installed before Paul S. came to inspect the site not after the crew came to address the concerns, as he stated.  For him to impy that the tile installers "either sat or knelt ori the countertop, causing the seam to split" is absurd. It seems that he is attempting to put the blame on others for his company's poor workmanship. Furthermore, he stated, "Our second install team determined that all the problems she was experiencing were due to the cabinets not being level. So they departed without resolution".  This had already been determined by the install  manager (Paul S.) previously. Paul cleary told me that the crew would be coming to make all the repairs that we discussed. I would like Shell Fab to stand by their work just like any reputable establishment would. As a consumer who trusted their workmanship, I would like to be a satisfied customer. They stated that under no circumstances would they would install the countertop if it was not leveled to their specifications. They did install it. Therefore, they are responsible to make it right.  My Kitchen has been at a standstill for months due to Shell Fab"s irresponsible work ethic.  Not only have I been stressed over this matter but I have had to live with an unfinished kitchen.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]