Frequently Asked Questions
Q
When you give me the arrival window for my measure and/or install does that mean you will arrive at the beginning of the time frame and be completed by the end of the time frame?
 
A
No! We give those windows as an “arrive between” window. We will NOT be there at the beginning of that window always. We try stay on time as much as possible but sometimes things arise at the job site that is beyond our control and may cause us to be at a job site longer than expected. We will do our best to call and let you know if that happens and that we may be arriving later than our expected window. We feel this is the best way to go about the scheduling so we don’t give people windows of 8am-8pm like so many other repair, cable and delivery companies do.
 
Q
Who disconnects my plumbing and electrical connections before you come to install my new tops?
 
A
We are not licensed plumbers or electricians. Therefore, we can not disconnect your plumbing or electrical connections. All plumbing and electrical connections need to be disconnected BEFORE we arrive on the job site. If you have paid for us to remove and dispose of your old tops but wish to keep your old sink or faucet YOU will have to have them unattached from the old tops before we arrive. If you are fine with us disposing the sink and faucet along with the tops they may still be attached to the countertops.
 
Q
Can you re-connect my electrical and plumbing connections?
 
A
We are not licensed electricians or plumbers. Therefore, we can not make electrical or plumbing re-connections. When we leave your home the sink is fully installed on (or under) the countertop, but a plumber or the homeowner will have to re-connect faucets and drain lines the next day after all the adhesives and caulks have fully cured.
 
Q
Can I cut on my granite countertop?
 
A
Only if you want to ruin your good knives. Granite is harder than your knife blades and will dull them very quickly, if you use the countertop as a cutting surface. Always cut and chop on a wooden or plastic cutting board. Hardness is measured on a MOH scale of 1 to 10, with ten being the hardest, and granite is a seven a stainless steel knife blade is around a six, so you cannot scratch granite with it.
 
Q
Can granite crack?
 
A
Not with ordinary use. Granite is most susceptible to cracks during shipping and installation. Normal use will not overstress this durable material. Normal use does not include standing on the countertops.
 
 Q Can quartz crack?
 
 A Yes, quartz can crack.  You cannot set hot items on quartz and must use a trivet or hot pad under crock pots, Insta Pots, fry pans, hot pans and pots, etc.   Heat will cause your quartz to crack.  This is NOT covered by warranty.
 
Q
Can you scratch granite?
 
A
Granite is one of the hardest stones in the world. It is highly resistant to scratching in ordinary use. A knife blade will not scratch granite. It can be scratched by another piece of granite or with specially sharpened tools designed to work with granite like tungsten and diamond blades.
 
Q
Can you scratch quartz?
 
A
Yes, quartz can scratch.  Quartz counter tops are just a make up of poly resin and natural quartz.  Quartz is scratch resistant, but not scratch proof.
 
Q
How do you clean Granite?
 
A
Warm soapy water will do the trick. You can always use cleaners specifically formulated to help clean and protect stone surfaces as well.
 
Q
Will my granite or quartz look like the sample?
 
A
Granite is a natural stone created by the forces of nature. It is composed of various minerals and is susceptible to wide variations in color, texture, spotting, veining and cracking. These variations are expected and are the source of its natural beauty. Therefore, no 4” x 4” sample can completely represent the changes found throughout a whole slab of granite. If you select a color that has a lot of movement and varies in color you will select your actual slab to be used in your kitchen by either selecting at Twin City Discount Granite or one of our many suppliers.  Quartz is composed of pure, natural quartz; as a result, variance in color, shade and pattern is an inherent trait expected of this product.  The sample is only a general indication of a particular color's design pattern, aesthetics and hue.
 
Q Why is some granite more expensive than others and are the higher priced granites stronger?
 
A
No! It is simply supply and demand and rarity of color. More attractive stones are in higher demand and if they come from a distant land in small quantities the price will be higher. Some of the toughest stones are also quite cheap and some of the most expensive can be very fragile. Also note that all natural stone contains small 'pits'; to varying degrees. These are simply small voids between grain boundaries and some of the most expensive stones can be full of them.
 
Q
Can I use Travertine, Marble or Soapstone for my kitchen counter tops?
 
A
These materials can be used in kitchen application.  However, they are susceptible to staining, scratching and etching.  The use of these materials in a kitchen requires careful consideration.
 
Q
Will my new countertop have visible seams?
 
A
Most granite installations will require at least one or more joints called seams. During layout and design, we will try to minimize the number of seams required. Additionally, our care in manufacturing ensures that edges fit together very tightly to help lessen the appearance of visible seams. You will however be able to see and feel all granite seams.
 
Q
How should I prepare for installation and how long will it take?
 
A
The average 2 slab kitchen installation usually takes about 4 hours from start to finish. There are many factors that could make it take less time, as well as more time.

Recommendations to Prepare for Installations:
  • Installation Preparedness:  Access: Granite countertops are extremely heavy, and installers need clear access to entry ways. Please have your walkways and driveways as clear as possible.
  • Cabinets:  We recommend that you empty the cabinets under the sink base because they will be drilling the faucet holes on site. Even though we have one guy drilling and another holding the vacuum it is impossible to catch all dust. We will vacuum up our mess, but do not wipe down the cabinetry.
  • Safety:  Please remove any breakable items and cover items to protect them from dust. Granite installation can create a lot of dust.  Our installers do try to control the mess the best they can, but please remember that this is construction and it is by definition a messy business.
  • Faucets: Please have ready any faucets, soap dispensers, hot water taps, disposal switches, reverse osmosis spigots and any other items that need to be drilled into the countertops. Your plumber will NOT be able to drill extra holes.
  • Sinks:  Top mount sinks will be cut on site inside the home after the tops have been set in place. Under-mount sinks are cut and polished at our shop and attached at the job site.  If you have farm sink that you are using it needs to be completed installed and attached to the cabinet BEFORE we come to measure so we can template around it.
  • Cook Tops:  These will be cut-out inside the home once the top has been set on the cabinets. Even though we do our best to lessen the dust it is the responsibility of the homeowner to remove any soft glide hardware or anything they fell the fine granite dust will damage.
  • Dishwashers:  These need to be in their final position. We install a metal bracket across the top of the cabinet that you can screw your dishwasher tabs into the following day.  You may have to re-level the feet on the dishwasher depending on the thickness of your laminate.
  • Refrigerators:  These can remain in place unless previously discussed otherwise.
 
Q
Will my granite be sealed by you?
 
A
Your granite was sealed at the quarry before shipment.  It is recommended that you seal your tops again the day after install and then once a year from there on out.  You can purchase the water-based sealer at any large box store.
 
Q
Is there a chance that my walls will be dinged during the installation of my counter tops?  
A
Yes. This is a construction site and granite does not flex, so in order to install the tops you may have damage to your walls and they may need to be touched up by the homeowner. We do everything we can to minimize the dings but occasionally damage does occur to the sheet rock and paint.  In construction there is no perfect wall, that being said, we cannot scribe granite to fit like a laminate product.  Industry standard grants us a 1/4" gap between wall and granite.  If you wall is further off than that, it is your responsbility to fix that area with mud work and/or re-framing.
 
Q
Will the underside of my granite be smooth like the top?
 
A
No. We do not touch the top of the surface of the granite. It comes to us from overseas like you see it in our yard and showroom. We do not touch the underside of the granite either. We radius the bottom edge when we polish the edge to your edge selection, but we do not polish the under side of the slab.
 
Q
Can I lay out my granite with you before cutting?
 
A
If you have a custom color that has lots of movement we welcome you to come in after your measure and lay out the stone with us.  It is your responsibility to set that up with us and must be done at least 10 days before install day by appointment only.  Lay outs are NOT done on Saturdays.
 
Q
What is your warranty and repair policy?
 
A
Twin City Discount Granite backs up its work with a 3 year workmanship warranty. This warranty covers seam separation for one year from the date of installation. Although, in the over 1000 kitchen's that have been installed over the years this has never been an issue.

The warranty will not cover fissures and pits in granite. Because it is a natural stone, granite may have fissures which look like cracks; these pose no actual structural problems. When selecting your granite, please look for these carefully in your slabs if you wish to avoid them.

Although Granite is one of the hardest substances on earth, it is heat resistant to a hot frying pan, and you can cut on it. It is still 'Natural Stone'; so hitting with a hammer or a meat clever is not recommended. Twin City Discount Granite will not warranty against breakage after installation.

Quartz is a man made product using some natural material and polyester resin.  Always use a trivet or hot pad between your new tops and any heat generating device including, but not limited to, crock pots, Insta Pots, deep fryers, hot pots and pans or electric skillets.  Sudden or rapid change of temps or sustained heating, especially near edges and cut outs, may create enough thermal expansion energy to cause your counter top to crack.  Damage caused by thermal expansion is NOT covered under warranty.

Quartz tops
Caution: Do not use crock pots, skillets or other hot items directly on your quartz counter top. Always place them on a trivet or cutting board to protect your quartz counter top from thermal shock.

 


Forms

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Form #3
Sealant


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