Stone Touch

Update: after posting this review I was contacted by Brent, the owner of Stone Touch. He was upset at my experience and wanted to "make it right.". He asked if he could call me at the end of the week to arrange an appointment to have his crew come out and re-home the area and try a paste on the tile. He was going to call me by Friday. I never heard from him again. Problem was never resolved. Upon my first meeting with Shawn Sparks of Stone Touch, I showed him the exact problem that I needed addressed. My cat had urinated on an area rug that was on top of my limestone floor. The urine had left a stain on the stone. Shawn came out and looked at the area, and said that he was sure that the stain could be removed. It would be "no problem" to take it out. Since his crew would be in the house already, he recommended that I hone all of the stone in my large home to provide the stone with a uniform finish. We decieded that his company would perform the service while my husband and I were out of town to maximize convenience of both us and the crew. To their credit, none of my possessions in my home were stolen, damaged, or broken while they worked. I was very nervous about the whole thing, because I was in another country and workmen were in my house. Shawn did contact me twice while I was away to let me know how the progress was going. However, when we returned home, the urine stain was still there. It was practically unchanged! Not only that, but there were three deep scratches/stone bruises in our limestone that were not there before. Shawn spoke to his crew and stated that the urine stains were not removable (contrary to why we did this in the first place!) and that they denied making the scratches. His explanation was that the scratches were already there, but cleaning the tile made them appear more obvious. I had never seen those scratches before, and I am a very observant person... especially when it comes to my home. I am confident that these large scratches were made during the honing process by dragging the piano across the limestone. According to Stone Touch, the "bruises" to the stone were permanent and could not be lessened or buffed out. Shawn did have an idea regarding the urine stain. He said he had a product that he believed could help. On 3/23/11, Shawn told me that he would contact me within a week to set up a time to come out and apply the treatment. He never called. After two weeks, I called him again. And again. Finally, he returned my call stating that he had been out of town and would be coming by that week to apply the treatment. He never came, and never called. Last week, we set up another appointment. He cancelled it saying that something had come up. He rescheduled for the weekend. He never came, never called. Finally, this last Monday, he called and said he would be at my home between 5:00-5:30pm. I waited.... no call, no show. In my opinion, if you begin a job to address a certain problem, you should finish the job in totality. And if you make an appointment, you should keep it. I have attempted to resolve my concerns about the cat urine stain for the last 7 weeks. I have called and called, waited at unkept appointments, and gave second and third chances. But, in my opinion, Shawn Sparks and Stone Touch cannot be bothered to truly provide customer service and finish the job that they were paid (a lot) to perform. If you chose to use this company, do not pay them for the job until the very last thing is completed! You might find yourself with a job half done and a bunch of empty promises.

My wife and I recently purchased a home in the Phoenix area. To our dismay, we discovered the the stone and tile work had not been sealed. We contacted several area contractors that repair and seal hard surfaces. Stone Touch was the most responsive, with a firm price, schedule date to start and an estimated duration for the work. We agreed to have them do the work for a firm price - half in advance. We were contacted by Stone Touch personnel with the option of advancing the scheduled work, which we accepted. The persons doing the arrived at the appointed time, with all of the equipment to do the job. Precautions were taken to protect the finish work in the home, work started immediately. The work was continuous except for lunch breaks. We did have a problem with our base boards, paint coming off - not there problem, but a poor quality paint job by the home remodeling contractor. I was notified of the problem immediately. The work progressed at a good pace allowing them to finish one day early. I am extremely pleased with the results. We now have a floor the shins (it was dull before the work began) and will not stain with water. The counter tops have a new like luster and are sealed against moisture. All doors etc that had to be removed were replaced, The home was clean at the end of each day and at job completion. I know longer have joint ridges that could be tripping hazards. The persons doing the job were informative, very presentable and overall professional. They pointed out a problem that I did not know about that was caused by a tile installer (drain stopped up with grout). I recommend this firm to anyone needing stone finishing or sealing.