We are a family owned stone fabricator in business for 38 years. We recently fabricated and installed Coastal Green 3cm countertops in a residence. It was sealed in our shop and then twice after installation in the field. The client has complained that the stone is staining and so it is. We applied a poultice and the stain lightened...but now the client is insisting we replace the counters with an engineered stone at our expense. She takes the stand that we should never have allowed her to put that in her kitchen. The selection of stone was made by her architect. We purchased it, after her selection, manufactured the countertops and installed them.
How liable are we for the replacement? There have been times when because of inconsistencies in the stone or unexpected nuances that we have not been paid. If it is taken to court, we always lose because the judge is not well versed in the limitations of natural stone.
How do you suggest we handle this situation?
Joan Guido.
1 comment:
I'd say that as the material was specified that that is where a good deal of the ownership for the problem lies.
Ask yourself what is staining the stone? How long is the staining agent on the stone? As you know sealers do not profess to stop all staining. Sealers are to be thought of like fabric or carpet protection. They buy you more time to remove the potential item which may stain, that is it. You wouldn't leave red wine on a fabric protected carpet or lounge suite to clean up later and not expect a stain for example. Sealed Stone and engineered stone are absolutely no different in this respect. If the client leaves something with the potential to stain on the top it will inevitably stain. This is true of Engineered stone as well. Engineered stone is not all it is made out to be. In short do not give in to your client. Do your home work, deal only with the facts. Keep it simple.
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