Remodeling the Kitchen

Countertop Resolution

As you may know if you read my last kitchen renovation update, we asked The Home Depot for a partial refund on our countertops, because of all the mistakes made by U.S. Granite, the company contracted with Home Depot to cut and install the countertops.  I asked for a 50% refund.  I didn’t think I’d get that much, but I didn’t figure they’d give me what I asked for, no matter what the amount was.

My letter to The Home Depot detailing all the mistakes and delays in the installation process went first to the customer complaints person at the Northtowne Home Depot in Reno.  She forwarded it to her store manager, who didn’t have the authority to grant such a large refund.  (The refund would have amounted to about $1900 if they had given us 50%.)  She had to bump it up to the district office.

At that point, everybody went on vacation.  And after we got home from vacation, the district manager went on vacation.   We finally called after two more weeks and were told we should have an answer in a few days.

It was pretty plain they were stringing the thing out, hoping we’d get tired of it and settle.  And that’s what basically happened.  After a month of waiting, the district office manager said she’d refund us $1000.  If we refused that offer, we’d have to deal with corporate.

Dennis didn’t want to deal with corporate.  I didn’t want to deal with corporate.  Neither of us wanted to bring a small claims court case.  We just wanted to be done.  And they knew it.

We decided to accept the refund offer of $1000.  It’s a little less than 30%, if my math is correct, which is unlikely.  But it’s enough.

I have to add that all the people we actually spoke to at the Northtowne Home Depot were polite and sympathetic and took our complaint seriously.  Nobody tried to brush us off or deny what happened to us.  I appreciate that.

That concludes the Home Depot/U.S. Granite ordeal.  The kitchen renovation isn’t finished yet.  Because of the months of delay, we weren’t able to move on to installing the microwave or backsplash or finishing the wall in our proposed timeline.  All that stuff was supposed to be done by spring, so we could move on to other things that need doing outside. And now it’s summer, and we’re involved in all the big summertime projects that have to get done outside in dry weather, like renovating the old house on our property that we call “the barn.” It has to be re-roofed and re-sided and critter-proofed this summer.  But we’ll get back to the kitchen in the fall.

There’s nothing quite like DIY, is there?  But at least when you do it yourself, you know the quality of your own work, and if it’s not right, you’ve got nobody else to blame, and nobody else to resent.  I’d rather be in that situation than fighting with so-called professionals to do a job right after I’ve already paid them.

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