Natural Stone Countertops

Natural Stone provided outstanding service. Nicole and Deanna were extremely patient and helpful in stepping us through every facet of our remodel, to include, pros/cons of various materials, price points, wear/maintenance, and installation considerations. We decided on leathered granite and are extremely pleased with the decision. Upon the installation of our cabinets, they immediately arrived and templated the layout. Their workmanship in cutting the counters was exceptional. We used an existing sink that was top-mounted and had no template. They converted the installation to a bottom mount, and their cuts were perfect. They cut our countertops to minimize seams - the two seams that were required are extremely difficult for me to detect, even though I know where they are located. The slab for the coffee bar fit perfectly; it was a very precise application as it is surrounded on both ends by cabinetry. The precision of their work was absolutely superb. In addition to their outstanding work, they always went the extra mile. For example, their office is some distance from our house. To reduce our inconvenience, Nicole dropped samples and materials by our house on her way to/from work on several occasions. I was extremely impressed with my experience with Natural Stone Concepts and will definitely use them again for future remodel projects. The service was exceptional, and their pricing was less than the other firms we consulted. They have my highest recommendation.

Natural Stone Concepts was a great and affordable experience for us. They worked with us in choice of the best stone for our newly remodeled kitchen “wall-side” countertops and large island. Their installation team came to the house and made accurate measurements and highly accurate templates so when the countertops arrived they fit like a glove. They leveled the stone tops and fit them perfectly to our custom cabinets and island. They also made a wonderful granite counter top in our laundry room which fit perfectly as well based on their template system. The staff and installer team were very polite and friendly and keep us informed of schedules for accurate planning working with the cabinet maker, Stan Tucker Cabinets. LLC. The total project was a great experience with no problems and at a very, very reasonable price. We fully recommend Natural Stone Concepts to anyone who is doing countertop modernization/changes in their house.

Everything about the actual service was great. Some issues on punctuality, i.e,. scheduled for 1-3. At 4 still no show and had to call vendor to see about delay. Also 1 hr delay on additional service; however, they did call to inform me. Otherwise Natural Stone great to work with and great product.

Excellent

They informed me after deposit that they would remove existing counter tops to make pattern then said it would be a week before new ones would be installed. No sink no water no counter space. I told them that would not do. They said okay since it was all straight run there should not be a problem. Well there are several problems. My stove which is a drop in that they removed to make templet has a two in gap between back splash and stove it no inherent sits down in the cabinet it hangs several inches off the floor from the counter tops with a big gap from bottom of stove to cabinet it should sit on. Also caulk was left on hardwood floors. The sealer they put on counter top is on my wood cabinets and is sticky and gray looking. I would not recommend them to anyone I also felt that they were unaware of the value of our rugs and hardwood floors?

Very pleased with our experience with Natural Stone Concepts. Original quote as well as quote revisions were provided in a timely manner, and priced competitively. Installation went off without a hitch - installers were efficient and experienced. Entire staff was friendly, professional and knowledgeable. Haley and Terry were great. Highly recommend!

Excellent - very pleased with the quality of the product and the service

unknown

Service was wonderful.  Installation was delivered on time as scheduled and looks perfect.  Couldn't be happier with the job, service or professional workers that came to our home.

My cabinet maker recommended NSC and I went out and found a remnant piece that would work for my project. I was in constant contact with them through the entire process.  They were always willing to work with me on install and template date and times.  The template and install personnel were professional, knowledgeable and polite.  They did an awesome job and I love my countertop.

We used this contractor based on a referral from our cabinetmaker, who said he would work with Deanna and her staff throughout the entire process.  We understood this was a small job using a remnant piece but expected much better customer service than was received.
A lack of communication and responsiveness was apparent from the very beginning of our experience.  When their Decatur office didn't open when scheduled, we made two trips to Huntsville in November, first to view slabs and second to select and make our down payment.  Face-to-face, Deanna and the office staff were fine.  It was the lack of coordination and follow-up after that which irritated us.  
Our cabinet was installed on Mon Jan 20 and from our home the cabinetmaker called the Huntsville office; he was told they would call us back to schedule the template appointment.  When we called back two days later, we were told a template maker would be there the next day but could not get a specific time.  When he finally arrived, he apologized and explained he was just asked that morning to add our job to his schedule.  He was great - very professional, knowledgeable, and thorough in his explanation of the work and the expected product.  He explained the granite should be available for install in just a few days.
Days later, still no contact so we called the office and got the hem-haw about needing to coordinate with Deanna.  When I finally reached Deanna, she told us it would be almost three weeks before they could fit us into their install schedule.  She said this delay was because some of her staff had been sick.
The day prior to install we received a call about bad weather coming and we would be contacted if there would be a delay in the installation. Day of install - Tuesday Feb 11 finally arrives and guess what? Some snow!  But no phone call or email from the office and no response from our messages for four days.  Then a message was received, Friday morning, 9:30ish, but because we didn't respond within 20 mins of her phone call, we were told the installer would be at our home after he finished his next template job.  So within the hour, we were home waiting and waited and waited.  
When the installer hadn't contacted us or arrived by 1:00ish, a phone call to the Decatur office resulted in the same hem-haw.  Finally the installer called back to say he would be there shortly and that the install would take only about 20 minutes.  Seriously?  We had to wait almost three weeks for a 20 min install?  Great service huh?  Especially since not once were we offered an evening or Saturday appointment so readily advertised.  
The installer arrived and sure enough about 30 mins later, the vanity top was installed.  We loved the selected stone and its fit although our new custom cabinet had to be cut to fit the sink - understandable - but the resulting mess wasn't cleaned up.  
Afterward we noticed the faucet holes were cut crookedly and a couple of scratches but more disturbing - a very rough repair on the sink lip hadn't been sanded down/polished.  Of course within the hour the office promptly called because the installer had failed to get the remaining payment!
So on Monday we called the office and explained that we wanted them back out to fix the repair and pick up the payment.  The installer called us about an hour before he arrived on Tuesday, fixed the repair, and even caulked the stone for us.  
Template Maker & Installer service: B+    Office Coordination/Scheduling/Response: D-
My take?  If you are a small business who wants to stay in business, then your customer service needs to be great!  It is amazing the rewards a small investment in communication will earn you.  Inform & empower your office staff and return phone calls promptly.  A simple follow up call goes a long way, especially if you want repeat customers. 

Horrible job. Cuts are awful. Counters not level, gaps between kitchen counters and window sill. Custom granite sink leaks and won't drain properly. 

Hole for kitchen sink uneven with terrible overlapping.  When recut, it was cut too large. When we made complaints the reply was "well what do you want US to do about it?" Found out the work in their showroom was not done by them.  Don't know how much just know some of it.

It was a very good experience from the very start. I found a piece of granite remnant that I loved and was able to use. They were very professional and worked the my cabinet builder to coordinate everything. Could not be more please with the whole project.

The owner and receptionist in the sales office were very knowledgeable about their products.  They answered all our questions and kept in touch until the job was completed.
The installers were punctual and ready to work upon arrival.  They made excellent suggestions that we incorporated.  They even came back with an additional choice of marble for the master bath after we discovered a mistake WE had made.
They were generous with their time and expertise.

We were extremely pleased with both the service and the product.  This is a small company, and we received personal, knowledgeable service from them.  They helped with choosing the stones and the edging, then allowed us to participate in determining which part of the stones would be used for our pieces.  They came when they said they would for doing the templates and installing the new countertops.  The workmen were very polite and careful, and they cleaned up very well.  They seemed to take pride in doing the job right.  Our kitchen looks terrific.  We were glad to do business with local people who treated us well.

We were very pleased with Natural Stone Concepts. Deanna, the owner, worked with us closely and was very patient with us while we tried to decide on a type of granite to use. They provided us with an information packet that explained the process and the different options. She helped us select the details on the granite (edging, etc.). Once we selected a stone, they had the countertops installed in less than 2 weeks. We had one seam in our countertops, which the installers did an excellent job of hiding. No problems whatsoever with the installation or quality of work. We have recommended them to several of our friends.