August 18, 2014
To whom this may concern;
In response to Revdex.com complaint #[redacted], received 08-03-2014 from [redacted]; Signature Home Improvements, “SHI” would like to formally respond and dispute the complaint as filed.
SHI is a countertop fabricator and installer; we...
work with the materials that are sent to us by the various distributors in Austin. Granite, Calcite, Soapstone & Travertine are natural materials; we have no control over the density, strength, quality, what part of the quarry it comes from, or how much usable material can be cut from a slab as there will be varying amounts of cut waste on the perimeter of every slab.
On April 2, 2014, SHI met with the homeowner at their residence to provide an estimate for new countertops, tile backsplash, and a small amount of electrical work; a written estimate and scope of work was sent to the homeowner. On April 7, a formal engagement was signed between the homeowner & SHI. The signed contract included the option for the homeowner to hand select any material within the Level 3 category; the level reflects the pricing category at which we can purchase material.
Prior to entering into an engagement, we review & sign several disclosures with the homeowner. We have a specific sheet for countertop materials; see the highlighted info on the attached disclaimer. The disclaimer clearly states that seams may be seen and felt. Also, the disclaimer states that placement and number of seams cannot be guaranteed and will be based on the size of the slabs.
On April 16, the homeowner communicated to SHI that slabs had been selected at Pacific Shore Stones (aka PacShore), a stone slab distributer, as well as other materials necessary for the project at other vendors. Her selection was Iceberg Blue, a calcite slab (see Picture 1 & Picture 2). After receiving the pricing from PacShore, SHI communicated to the homeowner that this slab was categorized as exotic, and the pricing per square foot was more than triple that which was in allowance (to include up to Level 3). There was a significant overage for the material, which needed approval by the homeowner prior to moving forward with the fabrication. At this time, SHI reviewed the pros & cons of the calcite, including the increased translucency as well as the material being softer than granite and more prone to chipping & staining. Despite these cautions and the price, the material and overage were approved. Due to the size of the slabs, 2 seams on the largest counter would be necessary.
Signature Home Improvements • [redacted]
The first pair of slabs delivered to our fabrication facility was extremely brittle. Unfortunately we had no way to determine how the slabs would behave until we started cutting. SHI contacted PacShore to review the material and was provided contact information of another fabricator who had done multiple countertops with the same material, from different bundles. SHI sent their employee to the other fabricator, who had generously offered to share scrap too small for other use in order to practice on, as well as specialized tools. It became clear when the materials were compared that there were discrepancies between the slabs impacting SHI’s ability to successfully fabricate the slabs. The largest issue was that the slab lacked the protective mesh backing that provides stability for the slab during fabrication. In addition, the original slabs selected were composed of much larger crystals, leading to greater instability.
The stone distributor agreed the slabs were not properly reinforced with a fiberglass mesh backing and offered to have additional slabs with the proper backing transferred from another branch out of state. After reviewing the situation with the homeowner, SHI recommended that back-up material be selected for a “Plan B” in case the new calcite slabs had similar issues. During this time, SHI reviewed again the limitations of the material. PacShore delivered two replacement slabs, the backup slabs, and we still had the original slabs on site. Once all were here, the homeowner was able to again see each of the selections. The replacement slabs were slightly larger, which allowed us to improve the layout such that there would only be one seam in the kitchen. SHI reviewed the layout in person with the homeowner, and stressed again that the seam would be more visible in this material because of the translucency. It was also discussed that that the backup selection would be in allowance, saving the homeowner the significant overage, and that the material there would also have only one seam, which would be less evident as it was granite.
The homeowner opted to move forward with the original selection, despite the cautions provided.
SHI cuts slabs on a very large, expensive bridge saw (see Picture 3); we do not dry cut and/or hand cut our tops. This minimizes the chipping at the cut edges, although the calcite material is prone to chipping. For this material, we set the saw blade to slowest setting to minimize chipping; the cutting process was about 4 times longer than usual to accommodate the slower speed.
Seams are typically filled with Akemi, a tintable polyester bonding agent, not just a silicone caulk. This allows us to tint the material to match each part of the seam; however, there is a base color to the material that does limit the color spectrum. After completing the countertop installation, the homeowner objected to the seam, and SHI made an initial evaluation. Upon seeing pictures, our field manager made a site visit and adjusted the coloring on the seam. He has been in the industry for more than 20 years. While he could see that there was initially room for improvement, his experienced assessment after his work is that it was significantly improved. During that visit, the homeowner wondered if it would be possible to replace one side of the counter to minimize the appearance of the seam, but as the material is essentially monochromatic, it wasn’t an issue of a color match, or pattern match. It’s just a limitation of the
Signature Home Improvements • [redacted]
natural coloring in this organic material; with man-made materials there are fewer variations and limitations.
In recognition of the inconvenience to the homeowner, although we would have typically invoiced upon starting, we didn’t invoice for the project until we had the slab issue resolved, including the significant overage for the material cost, which had already been paid for by SHI. We had been active in the home for some time when we sent the invoice, which was paid within a reasonable time. When we presented the second invoice, typically due when we’re about 75% complete, it was not paid immediately and we wrapped up the project shortly after, with only a punchlist remaining. Even upon completion of the punchlist, we still have 30% of the contracted amount outstanding. The homeowner has spoken with the field manager, who made a site visit to see the seam, but since the project completion has not spoken to anyone else at the company. The invoice was originally sent in early July, and again in late July after punchlist completion (the timing was contingent upon the customer’s availability, not the company’s).
We regret that the homeowner is dissatisfied with the seam and placement, but we completed the contracted work to industry standards. We have remedied it once, and could attempt a further refinement, but replacement of either or both pieces of the countertop would not have a different end result with the same material.
Sincerely,
[redacted]
August 18, 2014
To whom this may concern;
In response to Revdex.com complaint #[redacted], received 08-03-2014 from [redacted]; Signature Home Improvements, “SHI” would like to formally respond and dispute the complaint as filed.
SHI is a countertop fabricator and installer; we...
work with the materials that are sent to us by the various distributors in Austin. Granite, Calcite, Soapstone & Travertine are natural materials; we have no control over the density, strength, quality, what part of the quarry it comes from, or how much usable material can be cut from a slab as there will be varying amounts of cut waste on the perimeter of every slab.
On April 2, 2014, SHI met with the homeowner at their residence to provide an estimate for new countertops, tile backsplash, and a small amount of electrical work; a written estimate and scope of work was sent to the homeowner. On April 7, a formal engagement was signed between the homeowner & SHI. The signed contract included the option for the homeowner to hand select any material within the Level 3 category; the level reflects the pricing category at which we can purchase material.
Prior to entering into an engagement, we review & sign several disclosures with the homeowner. We have a specific sheet for countertop materials; see the highlighted info on the attached disclaimer. The disclaimer clearly states that seams may be seen and felt. Also, the disclaimer states that placement and number of seams cannot be guaranteed and will be based on the size of the slabs.
On April 16, the homeowner communicated to SHI that slabs had been selected at Pacific Shore Stones (aka PacShore), a stone slab distributer, as well as other materials necessary for the project at other vendors. Her selection was Iceberg Blue, a calcite slab (see Picture 1 & Picture 2). After receiving the pricing from PacShore, SHI communicated to the homeowner that this slab was categorized as exotic, and the pricing per square foot was more than triple that which was in allowance (to include up to Level 3). There was a significant overage for the material, which needed approval by the homeowner prior to moving forward with the fabrication. At this time, SHI reviewed the pros & cons of the calcite, including the increased translucency as well as the material being softer than granite and more prone to chipping & staining. Despite these cautions and the price, the material and overage were approved. Due to the size of the slabs, 2 seams on the largest counter would be necessary.
Signature Home Improvements • [redacted]
The first pair of slabs delivered to our fabrication facility was extremely brittle. Unfortunately we had no way to determine how the slabs would behave until we started cutting. SHI contacted PacShore to review the material and was provided contact information of another fabricator who had done multiple countertops with the same material, from different bundles. SHI sent their employee to the other fabricator, who had generously offered to share scrap too small for other use in order to practice on, as well as specialized tools. It became clear when the materials were compared that there were discrepancies between the slabs impacting SHI’s ability to successfully fabricate the slabs. The largest issue was that the slab lacked the protective mesh backing that provides stability for the slab during fabrication. In addition, the original slabs selected were composed of much larger crystals, leading to greater instability.
The stone distributor agreed the slabs were not properly reinforced with a fiberglass mesh backing and offered to have additional slabs with the proper backing transferred from another branch out of state. After reviewing the situation with the homeowner, SHI recommended that back-up material be selected for a “Plan B” in case the new calcite slabs had similar issues. During this time, SHI reviewed again the limitations of the material. PacShore delivered two replacement slabs, the backup slabs, and we still had the original slabs on site. Once all were here, the homeowner was able to again see each of the selections. The replacement slabs were slightly larger, which allowed us to improve the layout such that there would only be one seam in the kitchen. SHI reviewed the layout in person with the homeowner, and stressed again that the seam would be more visible in this material because of the translucency. It was also discussed that that the backup selection would be in allowance, saving the homeowner the significant overage, and that the material there would also have only one seam, which would be less evident as it was granite.
The homeowner opted to move forward with the original selection, despite the cautions provided.
SHI cuts slabs on a very large, expensive bridge saw (see Picture 3); we do not dry cut and/or hand cut our tops. This minimizes the chipping at the cut edges, although the calcite material is prone to chipping. For this material, we set the saw blade to slowest setting to minimize chipping; the cutting process was about 4 times longer than usual to accommodate the slower speed.
Seams are typically filled with Akemi, a tintable polyester bonding agent, not just a silicone caulk. This allows us to tint the material to match each part of the seam; however, there is a base color to the material that does limit the color spectrum. After completing the countertop installation, the homeowner objected to the seam, and SHI made an initial evaluation. Upon seeing pictures, our field manager made a site visit and adjusted the coloring on the seam. He has been in the industry for more than 20 years. While he could see that there was initially room for improvement, his experienced assessment after his work is that it was significantly improved. During that visit, the homeowner wondered if it would be possible to replace one side of the counter to minimize the appearance of the seam, but as the material is essentially monochromatic, it wasn’t an issue of a color match, or pattern match. It’s just a limitation of the
Signature Home Improvements • [redacted]
natural coloring in this organic material; with man-made materials there are fewer variations and limitations.
In recognition of the inconvenience to the homeowner, although we would have typically invoiced upon starting, we didn’t invoice for the project until we had the slab issue resolved, including the significant overage for the material cost, which had already been paid for by SHI. We had been active in the home for some time when we sent the invoice, which was paid within a reasonable time. When we presented the second invoice, typically due when we’re about 75% complete, it was not paid immediately and we wrapped up the project shortly after, with only a punchlist remaining. Even upon completion of the punchlist, we still have 30% of the contracted amount outstanding. The homeowner has spoken with the field manager, who made a site visit to see the seam, but since the project completion has not spoken to anyone else at the company. The invoice was originally sent in early July, and again in late July after punchlist completion (the timing was contingent upon the customer’s availability, not the company’s).
We regret that the homeowner is dissatisfied with the seam and placement, but we completed the contracted work to industry standards. We have remedied it once, and could attempt a further refinement, but replacement of either or both pieces of the countertop would not have a different end result with the same material.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]