Tuesday, May 26, 2009

How do you suggest we handle this situation?

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.

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