COMPLAINT: Melinda Roehling, Van Nuys, Calif.

Construction Masters of Van Nuys, Calif. cut an unnecessary hole in our cement board during installation of a kitchen countertop. Also, the granite countertop did not fit correctly. In addition, my husband found that the stone was cracked in three places.

DESIRED RESOLUTION: We want the company to remove the cracked granite countertop, replace the cut plywood and cement board, and refund our money.

RESPONSE: Moshe Cohen, president, Construction Masters in Van Nuys, Calif.

I purchased the granite and custom-fabricated it to fit her older cabinets, which were crooked. That unevenness meant the countertop edge would stick out more than 1.5 inches, so I cut the backsplash drywall to allow a better fit. It would have been repaired when I installed the tile backsplash, but I was never given the chance to complete the job. The member's husband canceled the check without speaking to me. Also, there were no cracks in the granite.

STATUS: Resolved

Editor's note: The member accepted an $800 refund and $350 to cover repairs.