South Gate contractor agrees to fix granite countertop crack

South Gate contractor agrees to fix granite countertop crack

Member complaint

I hired Stone Restoration of South Gate, California, to restore my granite countertops. The owner cleaned, sealed and buffed my countertops.

After he left, I discovered a very large crack in a tile around a sink that had leaked water into the tile around worn grout. I’m quite sure the crack wasn’t there before the service began.

When I called to complain about the crack, the serviceman seemed very defensive and kept saying that it was there, although he offered me no real explanation then for why he didn’t point it out. I don’t even care about the crack being there, but what I do care about is the way he addressed the issue.

The crack really should’ve been pointed out if it was there. I would’ve had him repair it and be done with the issue.

I want the crack repaired free of charge.

Bessie Gavrilis, Porter Ranch, California

Provider response

We resolved the problem, not because we broke the tile, but because we didn’t show those details to the customer. The crack was already on the stone. We have never had this type of problem before.

Our job was only to clean and seal. There was no way we could break the tile. It was a simple clean and seal with a trowel only; no heavy machinery. We have before-and-after pictures, but we will resolve this problem like the professionals that we are.

David Quintanilla, owner

Status

Resolved

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