WHAT TO EXPECT WHEN YOU PURCHASE NEW COUNTERTOPS?
We do not know how long it may take to remove your old tops, or install your new ones. Every job is different, and each job presents its own set of challenges. While one job may take a few hours, a similar job may take 8 hours, or require a return trip. It’s more important to us that we do the job right as opposed to doing the job quickly.
Since we don’t know how long a job will take, we don’t always know when our template person or installers will arrive at your house. Therefore, we need you to keep the day of template / install open. We will always try to call ahead to give you our best estimated time of arrival, but we cannot be precise. Traffic is also a consideration. Please rest assured that we are doing our best to get there as quickly as possible.
It is your responsibility to have everything ready before the template. Cabinets must be installed at the time of template. We will be glad to assist you in finding a sink or faucet. However, it is up to you to make sure that the one you have chosen is on site at template. The same goes for your range or cook top. Failure to do so may result in your job being delayed until the next available install date. If sinks are not available at the time of template we do not assume any responsibility if the cutout does not match the sink.
All decisions will be finalized at the time of template. The template is the final measurement and decision-making opportunity. We will need the customer or a responsible representative at the time of template to confirm the overall kitchen design and choices picked out at the sale of the job. No changes may be made after the template. Locations of seams to be determined by Crowe Custom Countertops.
There are some conditions that may be unforeseeable until the time of installation. One issue that may occur at the time of tear out is that the cabinets may not be level (we can adjust to account for cabinet gaps up to ¼ inch out of level.) We must be able to install your countertops to our company standards in order to honor our life time installation warranty. Our installers will inform you if a cabinet person will need to come and adjust the cabinets, and it may be necessary to reschedule our installation after any cabinet issues are corrected.
Construction is messy. Customer understands that he/she is undertaking a construction project. A reasonable amount of dust and debris is to be expected. Please take the necessary steps to protect your personal belongings. We suggest that you remove or at least cover all the items in your cabinets. Please remove all fragile items from the work area. During the removal of the countertops or backsplash damage to the drywall is likely to occur. Customer understands that there is the possibility that he/she may have to do a small amount of touch up painting or drywall repair.
Stone is a natural product. That’s what makes it beautiful! Stone may look different in your home than in the showroom or fabrication shop. Stone can have natural characteristics that you may not have seen until it arrives at your house. We encourage you to view your stone before we cut it. We invite you to be as involved in the process as you care to be. The more you are able to tell us what you want, the better we are able to give you what you want. Ask questions. Let us help you in whatever way we can.
While we in the natural stone business do not like to talk about it, countertops can crack. Please be assured that we never break pieces on purpose! However, please consider all options carefully if this unfortunate incident occurs. Sometimes, installing and repairing a one-of-a-kind cracked top is a better option than replacing it. Repaired cracks are very unlikely to fail and usually cannot be felt or seen. We will warranty a repaired crack for as long as you own your home.
We do not move appliances. We cannot take the responsibility of moving appliances from garages, storage buildings, or in the kitchen, or for the disconnection of water, gas or electrical lines. We may assist in these tasks during removal of old tops, but with the understanding that the customer takes full responsibility for the appliances, flooring, cabinets, walls, mirrors, or anything related resulting from the moving, transportation or removal of the appliance.
We warranty our installations for life! Please inspect and approve our installation before our installers leave. This is the best time to correct any questions that may arise. Should a problem arise sometime later, we will be glad to repair if possible, most of the time we will do this at no charge to you. Once the install is approved, we will not replace tops.
We are a countertop company. We love to refer our friends who do different trades, such a plumbing, electrical, painting, woodworking, trim or remodeling. It is your responsibility to have a plumber or electrician ready when we’re done with our part. We will be glad to do any plumbing or cooktop reconnection at an additional charge.
Slabsmith Expectations: If a Slabsmith visual layout is requested, we will schedule the layout within a few days of the template. The layout must be approved within 24 hours of the date it is sent to maintain the given install date. Customers are welcome to view the slabs in person when approving their Slabsmith.
Payment: Customer agrees to pay a 50% deposit when signing the quote. Customer agrees to pay remaining balance due with Check /Credit Card on file at time of install completion. The card will be charged after install, unless otherwise agreed to on Contract. Our number one goal is to make you happy! If a problem comes up we will make every reasonable effort to resolve it in a timely and satisfactory manner. Should you at anytime have a problem with the way we have handled your job, please let us know. All of us are working hard to satisfy you and all of our customers, please let us know how we are doing.