Marble counter top installation on existing cabinets
I was very disappointed with this company, which I hired this past spring. The quote was fine and installation date was prompt. However, the measuring of our existing countertops was not done correctly and in the end, the counters don't sit flush with the cabinets. They have since taken steps to make the discrepancy less noticeable— better than before but still far from perfect.There were gaps between the counter and the wall which they didn't caulk—I assumed this would be part of the installation. My dishwasher was put back in a crooked way. Parts of the sink I ordered through them were missing and I had to have my plumber wait while those parts were delivered, although they were delivered promptly. Overall, my experience with this company was not great, although they have taken some steps to rectify some of the problems.
- Approximate cost of services:
- $2,500.00
- Company Response
Erika,
Thank you for your review.
I’m sorry that we fell short on your expectations of our services. As you can see from our past and future reviews we are passionate about our work and strive to satisfy all of our customers to perfection. We are also humans and we do make mistakes from time to time and we deal with them until the customer is completely satisfied. This is the way it should be done, No?
We spoke shortly after you had originaly had posted a "1" rating for us on Homestars. You were kind enough to allow us into your home to inspect the job. During my visit we went over every concern you had written and found only one issue with the install and fabrication. Your existing end panel was 1/8’ longer then the flush countertop you had requested. I suggested we replace the panel with a new thinner panel which was covered by us and replaced within a couple of weeks. We agreed this was the best solution and we proceeded with this resolution. Please keep in mind, I don’t want to sound like we are making excuses, but your home is an older home with extremely crooked walls,had existing tile backsplash on the wall, and a shady IKEA cabinets install.
The rest of the issues I believe were from false expectations and a lack of customer knowledge about our services.
If we remove your old countertop and a piece of the poorly installed old cabinetry falls off, we will try to fix it so that we can install the granite but we are not cabinet installers and we may not have the tools to re-install it to your satisfaction. As part of the contract we are not responsible for cabinet modification or reinstallation. However the installers did reattach the piece that fell off to the best of his capability as a courtesy. All customers should make sure their cabinetry is properly secure and installed before purchasing a new granite countertop.
We are also not in the tiles trade. There was a slight gap between your countertops and the previously installed tiles and it is your or your contractor's responsibility to fill as per our contarct. We are not tile setters and we do not provide grouting or caulking services.
Finally, you requested a cutting board from the leftover material from the sink cutout during the installation of your countertops. Unfortunatley, these cutouts routinely get tossed out and there was no more material left over from your slab to make you a cutting board. We also advised that you cannot use a marble cutting board but a matching quartz one would be cut and polished for you at no additional charge. You declined this offer.
We still did make you not one but two cutting boards from a similar marble and it was delivered to your residence with no charge. We always recommend for customers to order the cutting board ahead of time so we can prepare it for you on the day of install and make sure there is enough material to cut it.We are sorry that we did not meet your expectations. We do not agree with your old or revised rating but this is your right as a customer. We are comfortable that we did everything within our means to serve you like we do every other customer. If you or any potential customers reading this review have any other questions feel free to call me directly at (905)602-7077. Erika, also if you are in need of a countertop in the future we would be happy to work with you again and hopefully make you feel better about working with our family!