Countertops are a major investment in modern kitchens, especially in large-scale multi-family developments. With hundreds of kitchens to outfit, developers expect high-quality materials, efficient installation, and reliable customer service from their suppliers.
But that wasn't the case for one building project in Charlotte, NC, which originally purchased its countertops from an overseas supplier. Not only were most countertops damaged on arrival, but the supplier was unable to provide an immediate solution.
The contractor turned to Universal Stone. Not only did we restore many damaged pieces, but we also kept installation on schedule, maintained the client's strict quality standards, and found comparable color combinations that exceeded the client's expectations.
Here's a closer look at how Universal Stone saved the day.
The Problem: Damaged Products & Delayed Timelines
This multi-family building project ordered a large number of pre-fabricated countertops to install in nearly complete units. But when the products arrived, the contractor was alarmed by the quality. They noticed the following issues that made the countertops unusable in their current state:
- Finish defects due to improper fabrication
- Flaws like chips, cracks, and broken corners
- Some severe damage, with multiple countertops being completely unfixable
The contractor immediately informed the original supplier. However, they were told there was “no way to service defects.” There were also no replacement options, as the color type had been discontinued.
This unexpected answer seriously delayed the project, which put unnecessary stress on the contractor and their client. It also created a ripple effect by impeding other aspects of the construction timeline.
The Solution: Precision Repairs & Thoughtful Replacements
Knowing they needed the best of the best, the contractor contacted Universal Stone to help save their construction timeline and salvage the broken countertops. We quickly agreed to assist with a service-only contract for damage resolution, countertop repairs, and replacements for countertops that were too far gone.
First, we repaired existing countertops, addressing cracks, chips, and fabrication flaws. Our in-house team worked quickly to resolve these issues, allowing construction crews to resume work without further delay.
Next, we moved on to salvageable countertops that were not yet installed but needed more attention. This allowed construction teams to complete kitchen installations and continue moving forward with mission-critical work.
The final step was replacing irreparable countertops. Since some damaged materials were no longer available, we sourced high-quality alternatives that matched both the aesthetic and functional requirements. After careful selection, we secured a solution that met the client’s needs while staying within budget.
The Universal Stone team worked efficiently to install the new countertops and took extra precautions to ensure their longevity. By covering each surface with a durable protective layer, we allowed construction teams to proceed without the risk of damaging the newly installed counters.
The Result: Smart Problem-Solving That Protected the Build & Budget
After receiving a shipment of damaged and broken countertops, one multi-family housing project had to scramble to find a fix.
With Universal Stone, the project restored many seemingly unsalvageable counters, then found closely matched materials for the countertops they couldn't save. Here's how we fixed the issue with confidence:
Pre-Review of the Project
Universal Stone meticulously reviews each project to ensure precision and quality in the final product.
For this housing project, our team conducted thorough checks for shipping errors, material mismatches, and any imperfections in the stone. This proactive approach helped minimize disruptions during installation, keeping the project on track and ensuring a seamless experience for the client.
Quality Control for Both Products & People
At Universal Stone, quality is our priority – both in our people and our products. That’s why we go the extra mile to uphold our high standards from start to finish.
We closely inspect materials before shipping, conduct thorough quality checks on final installations, and back our work with an installation warranty for added peace of mind. For this project, our commitment to excellence ensured the fastest possible turnaround.
Forward-Thinking Installation
Countertop damage isn't easily fixed, and in a new construction project, it can be particularly difficult to prevent. That's why Universal Stone takes extra steps to protect countertops (like covering them during the remainder of construction) to help avoid damage from other trades and installation processes.
On a project like this, it meant the client didn't need to stress about chipping, cracking, or damage while completing the remainder of the units.
Why This Multi-Family Housing Project Chose Universal Stone
With dozens of similar businesses nearby, the client had many professional fabrication choices apart from Universal Stone. But after reviewing their options, they decided there was only one provider capable of fixing and installing their previously damaged countertops.
Here were the client's reasons for choosing Universal Stone:
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Convenient, local service: Just miles away from the job site, Universal Stone could visit the contractor's location with ease. Plus, our fabrication and service team offered faster response times with less unnecessary downtime. This prevented the countertops from becoming a bottleneck and made sure the project would move forward on schedule.
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A full-service team: Universal Stone offers a full-service shop with in-house fabrication and experienced countertop installers. State-of-the-art equipment allowed our professionally trained team to address and resolve the issue far sooner than expected.
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Support even after installation: Installing a countertop is only the beginning. At Universal Stone, we believe in maintaining relationships long after the contract is closed. Universal Stone stood out from competitors because of our robust warranty and ongoing customer support. This provided peace of mind both to the client and contractor, who could rest easy knowing their investment was in good hands.
Succeeding — Not Just Salvaging — with Universal Stone
For most multi-family housing projects, a shipment of damaged products can easily destroy a timeline. But with Universal Stone, it only took weeks to fix what might otherwise have taken months. Now, the project is set to be completed both on time and on budget.
The client believes starting with a reliable, local countertop supplier is the easiest way to save time, money, and stress. They thank Universal Stone for its quick thinking and flexible services that turned a major setback into a rare success story.
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