Crystal Tile & Marble Inc

I had done over $30,000 in business with this company over the a couple of years ago on an expensive slab project for my master bathroom and entrance foyer and on marble and glass tiles for three bathrooms. Last November, I ordered an onyx hearth for my fireplace from them. I had to place the order through a different sales consultant because I was informed that the sales consultant I had used earlier had left the company. When it came time to install the slab, their installers broke the slab. It hadn't fit precisely into the cut-out in the hardwood floor for the slab it even though their consultants had measured the cut-out twice and made templates. When the installers discovered it didn't fit, I had offered to have my floor guy adjust the cut-out instead because I was afraid the slab would break if they tried to cut it on site. They declined my offer however, saying they wouldn't wait the hour it would take to get the floor guy there, and then went and broke it while trimming it outside. I then tried to get a replacement slab installed for six months, to no avail. It took two months after the slab broke just to get the sales consultant to give me an appointment to come in and select and mark a replacement slab. After that I tried numerous times to contact the guy to have their people come and install it. I got no response at all to my many emails and phone messages!! I was treated this way even though I had paid them in full when I first hired them to do the job many months earlier. Finally I went to the showroom in a surprise visit because I was completely fed up. The sales guy was there and admitted that they hadn't even gotten around to cutting the replacement slab, six months after the first one broke. He suddenly offered have the replacement slab installed the following week. He had no explanation as to why he had never responded to any of my emails over the previous four months and now was suddenly on task. He just said they had been really busy (!!). I asked for a refund of what I had paid in full and he said he was not authorized to do that because the only person authorized to do so wasn't in that day. Just then the owner walked by. He agreed that the situation was unacceptable and that I could have a full refund. He didn't seem especially keen to do anything about what had happened over the previous six months other than shrug his shoulders. He then went on his way to talk to someone else. At this point, I wasn't going to trust these people with my money any longer than I already had, so I said to the consultant he could refund my money and if his people showed up the following week with the slab and installed it, he could get his payment back then. He said it didn't work that way. I said fine, have it your way, just give me the refund and you won't get the chance to complete the work. Since they were for whatever reason not willing to process a refund on the same credit card that I used for payment I obtained a refund cheque from them before I left and then went to the bank and certified the cheque. I later sent the owner an email detailing my experience but did not receive the courtesy of any reply. I tried to let him make it right but was ignored. If you don't want what happened to me to happen to you, I suggest you avoid this place at all costs. You've been warned.