WHAT TO EXPECT: WHEN YOU’RE EXPECTING…. NEW COUNTERTOPS
General information
Countertop orders are considered special orders that are custom-made (uniquely altered, color matched, shaped, sized or otherwise uniquely designed or fitted to accommodate the requirements of a particular space or environment). The order is non-refundable and cannot be canceled once the final change order has been approved.
You or your designated decision maker (over age 18) must be present during the entire process and sign all required documents, included in the final approval form. The onsite designee needs to understand the scope of work and be able to make crucial decisions regarding demolition, construction, fabrication and installation. The templating phase is THE MOST important step in the process.
Please allow a 3-hour window for arrival time.
Templates and installations will be completed during business hours, Monday through Friday. In special circumstances a template/install/service call may occur on a Saturday.
Keep children, pets or any other non essentials out of the work area for the duration of each appointment. Templating requires attention to detail. When installing countertop sections, these sections can weigh hundreds of lbs. Unnecessary distractions can lead to mistakes or worse.
There may be loud noises and the use of basic power tools outside your home. The utmost care will be taken while in the home to minimize disturbance or create any unusual inconvenience.
There may be odor from the caulk and solvents used during installation.
If you elect for your professional to remove and haul away your old countertops, there is a demolition process. The removal process incurs a basic removal fee. The basic removal fee covers only the appointment and the removal and take away of countertops/backsplash (if full height backsplash is being done). If, while in the process of removal, it is found that additional work is necessary or work outside of the scope is discovered then outside contractors or other professionals may be required. This is a construction process and while all care will be taken some minor damage to walls, existing tile backsplashes, and/or cabinets may occur. This is the responsibility of the homeowner to remedy at their discretion. Keep in mind that plumbers, electricians, painters etc. may be necessary to complete your project.
If you elect to perform your own removal and haul away of your old countertop, do not remove your old countertop until your professional has notified you that your new countertop is ready to be scheduled for installation. Your old countertop must be removed and hauled away prior to the installation appointment. All protruding screws must be removed, all cabinets must be secured to the walls, plumbed, squared, shimmed, and any necessary supports must be in place, corner wall supports, L-brackets, unsupported section cleets etc. must be in place.
Template cancellations require a 1 business day notice during normal business hours. All template cancellation notices must be verified received ie. email response or return voicemail. If template must be cancelled and sufficient notice is not given, a re-templating fee will be incurred.
Installation cancellations require a 3 business day notice during normal business hours. Installation cancelations must be verified received ie. email response or return voicemail.
Contact your professional directly for cancellations.
Trip charges may be assessed if appointments must be rescheduled due to: failure to give required cancellation notice; failure to meet all job site conditions required for the template/installation appointment; missed appointments.
During your in-home template appointment
Your template appointment may require up to 2 hours. You must make sure all cabinets are secured and in place. Your sink must be on site unless your professional is supplying it for you. If you have an apron front sink/farm sink it must be secured in place. If having removal done, your professional will suggest it be done prior to template in order to ensure a true to dimension template. The final price of your countertop project will be determined after the template has been completed.
Here is what you can expect from your in-home appointment:
REVIEWING PROJECT DETAILS
It is extremely important at this time that the person on site be able to make crucial decisions regarding the countertop fabrication/installation. This is the time to review your project details and determine any special installation requirements. The professional will explain any variances in measurements from your initial estimate and ask you to sign documents. Once the templating process is complete ANY changes to cabinetry, kitchen layout, or final dimensions will negate the template and a re-template will be necessary which will incur an additional fee.
APPROVING ALL DETAILS OF THE COUNTERTOP ORDER, INCLUDING SEAMS AND CUTOUTS
SEAMS
Seam placement is at the discretion of the professional. It is dependent on the movement/patterning of the material, material integrity and the size of the slab. There may be potential for alternative seam placement or no seam altogether but this will affect the final cost of the project. Additional fees may apply if unnecessary waste is created or additional personnel is needed to move the countertop into position. Site conditions can affect seam placement or cause the necessity for additional seams. Onsite personnel’s ability to maneuver the material into position or access the area where the material will be placed is also another factor that will be taken into consideration.
ENSURING ACCURATE CUTOUTS
You must have your sink on site prior to template. Your professional will take possession of undermount sinks to accurately cut out the sink opening and polish the sink edges.
REMOVAL OF EXISTING COUNTERTOPS
Removal of your existing countertop is necessary to create a truly accurate template. A temporary sink can be put in place to maintain the functionality of the kitchen. If you do not want to pay for your professional to perform this removal then you must ensure that all pre template criteria is met. This means you may be without the use of your sink, cooktop and countertop until installation.
Before your installation: change order
After the in-home template is complete and approved, a representative will contact you within 2 business days to review any changes from the original estimate and to explain your options for paying the balance due or receiving the refund owed.
Final price may vary from initial estimate for a number of reasons, including, but not limited to:
job-site conditions;
change in selections like surface, color or edge;
actual measurements differing from original measurements
Any changes after the in-home template may require another in-home template appointment; additional charges may apply. Once the change order is complete, your countertop order will be released to start fabrication. Further changes to your countertop order cannot be accepted.
During Your Countertop Installation
Typical countertop installation requires 1 to 3 hours. Here is what you can expect during the installation of your countertops:
Pre-installation Walk
The install team will conduct a pre-installation walk through. There may be loud noises and the use of
basic power tools outside your home (most likely in your driveway).
Demolition Process
If you elect for your local, licensed and insure professional to remove and haul away your old countertops, this is a demolition process. Some minor
damage to walls, existing tile backsplashes, and/or cabinets may occur. This is your responsibility to repair.
Cutouts
Material from sink and cooktop cutouts are not part of the finished product due to possible breakage and will
not be made available.
Shims
Shims are commonly used to level the countertop. Shims may be wood or plastic. In some situations, trim molding may be required to cover exposed shims. This
is your responsibility.
Countertop is Secured
Your countertop is secured to the substrate using common construction adhesives like caulk or silicone.There may be odor from the caulk and solvents used to clean your new countertop.
Countertop is Positioned
Your countertop is positioned into place either manually or using commercially available counter-alignment tools.
Seams are typically filled to the level of the top of the surface and are typically filled with polyester resin, epoxy resin, elastomeric sealant or grout. Joint width at seams and visible material transitions is
typically 1/8 inch. Material transitions include the joint between countertop and other materials like cabinets and
wallboard. The joint between a full-height backsplash and the underside of the upper cabinets maybe ¼ inch. Due to the unevenness of finished walls, gaps between the countertop surface and backsplash may not be consistent and will not exceed ½ inch. Additional seams in a full-height
backsplash may be required where the wall is not straight.
Backsplash
If your installation includes a full-height backsplash,measurements for the backsplash will be taken at
countertop installation. Upper cabinets and range hood/ microwave combinations must be installed prior to measuring for the full-height backsplash to secure the
best fit.
Tidying Up
Upon completion, your professional will remove all installation-related debris and return the installation area to
broom-clean condition.
Final Inspection
Your professional will conduct a final inspection with you. You will be asked to sign an approval form, confirming your satisfaction with the quality, fit and condition of the countertop. This is the best time to ask any questions and/ or resolve any problems prior to the install team leaving.