Jade Stone Ltd

(Please note: We have paid only the deposit. The approximate cost given is the job quote.)
We have had a terrible experience with Jade Stone. The color of the quartz that was installed was nothing like the showroom samples (a 4x4 tile as well as a 5' x 10' slab). We discovered after the installation that the Lethbridge manager knew our counters would be fabricated from a new batch, which would be very different from the old batch, and said nothing. There were no cardboard or plastic templates made, even after we told the manager that the measurements were incorrect on the drawings sent to us. Needless to say the counters did not fit correctly. The workmanship was absolutely amateurish. Edges were not straight, overhangs varied from an inch to an inch and three quarters, rounded corners on either side of the sink did not match. The pieces all appeared to have been cut by hand, as there were visible tool marks on the surfaces and obvious circular saw cuts all along the back edges. Ciarin , the service manager, came to Lethbridge to look at the job and agreed that all five pieces needed to be removed and reworked. At this point we wanted to cancel the job and get our deposit back. Jade Stone insisted that we were obligated to let them try to fix their mistakes. We had no choice. Then we waited. Three appointments (over a three week period) were made and cancelled by them, always with just one days notice. There was absolutely no regard for our time, the fact that we were living in a dismantled kitchen for weeks longer than we should have, having to redo plumbing and electrical, lost time off work, cancelled vacation plans, and all for nothing. When they finally showed up to remove the counters, (and damaged our new sink in the process) they promised a four day turnaround. The evening before the re-install (we thought) the installer and salesman showed up with a plastic template. They did not show up the next day as promised. No phone call. When I called the Lethbridge manager later that day I was told they would not be coming and she didn't know when. At that point I said they could cancel the job and would not be allowed back in our home. A mind boggling ten phone calls over a six week period to Ciarin went unreturned. The only way to communicate with them was through the Better Business Bureau website. Even then the facts were twisted by them, giving second hand accounts. Finally seven months later we have received some compensation for our damaged sink. They have not returned our deposit. We are still using our old salvaged kitchen counters. We would definitely not recommend this company.