Gerali Custom Design

I spent two years looking for new countertops. When I finally found a slab of stone I liked, I was referred to Gerali Customs Designs by the building supply company where I found the stone. I looked up reviews for Gerali Custom Designs and honestly I couldn't find any positive reviews at all. A friend had recently used the company without any issues so I went off of her referal. My mistake. She got lucky I guess. I should've followed my gut and gone off of the negative reviews for this company I read online. The day of our initial install we were notified our sink was damaged so they'd come out and just install the countertops everywhere else, besides the portion over the sink and the sink. During this visit, one portion of the countertops were trimmed on site sloppy and crooked. Another portion was notched where it met the cabinet in the wrong spot. We had to reinstall our old countertop we had just thrown out because of not having our new sink. Ok, I understand things happen. It was annoying and an inconvenience. Had that been the only mishap, I could've let it go, but it wasn't. Week later we got two phone calls from two different Gerali employees telling us they looked at our replacement sink and said it wasn't damaged. We were ready for the second install. The installers installed the new sink and that portion of the countertop. My husband noticed the the new sink was cracked!!! Now I had also been told by Gerali employees they have 24hrs to sign off on material once it gets to their business so this tells me since both of our sinks had been signed off on, they damaged them or neglected to thoroughly inspect them. We also noticed that a whole portion of countertop wasn't fitting seamlessly like it should. The portion where the counter was notched during the first install was incorrect, it didn't line up with the other portion of countertop the way it should've, and there was a huge gap between the countertop and wall thicker than the depth of the backsplash tile. We came to find out it was actually fabricated to the wrong measurements. The measurements taken before fabrication were correct, the material was fabricated incorrectly. So now we were delayed AGAIN, now we had to wait on backordered material, now our kitchen wouldn't be done by an event we told them day 1 we wanted this done by. As you could imagine we were extremely frustrated. The entire project took three months to finish correctly. It was a huge inconvenience to my family. During this entire process we also had several issues with employees not returning emails, not returning phone calls, there were numerous occasions of miscommunication between employees. I felt complete disrespect for our time and I never once felt they were truly apologetic for the multiple errors that kept occurring on their end. My husband and I tried reaching out to the owner, David Gerali on numerous occasions. It took him weeks to call us back. When he did he said it's not reality for a job to go flawlessly. That is how the owner of this company responded to an unhappy customer. Every single one of our issues could've been avoided had Gerali employees provided quality work and quality customer service. Gerali acted like they did us a favor by remaking the portions of countertop they cut sloppy or fabricated incorrectly. Or because they replaced the sink after they damaged two, which they installed the crack sink. My husband was the one who inspected the sink and noticed the crack as the installers were working on installing the other portion of countertop that they had to replaced due to sloppy cuts. Those were the kind of things we should not have to worry about having the responsibility for being we are the paying customers. We had a few situations like that where we felt like we had to follow up, check in on, make sure they were on top of what they had told us, etc. Yes, our countertops were completed, but you can find this stone anywhere. I would never refer Gerali to be the fabricators or installers after our experience. David Gerali said they finished with good quality as if that was enough. Everything leading up to completion was an absolute nightmare. A trustworthy, company that is ran with integrity would provide a good quality of customers service as well as good quality of finished products. Unfortunately, that is not the case with Gerali Custom Designs. I highly advise people do their research, which I thought I did, and if you find negative reviews, believe them. Lesson learned on my end.

First countertop was defective. took months to resolve because Home Depot was invloved. Gerali did a decent job and I am happy with the new countertop. |

Customer Service was good. The guy who measured as promised, called before arriving and was prompt. Explained the whole process. Installation had to be moved due to the inclement weather but they called to inform us. Installers came and did a great job

Lowe's contracted with Gerali Custom Design to fabricate and install quartz countertops in our newly remodeled kitchen after base cabinets were installed. Paperwork is signed off on at the store to initiate first contact; in house measurement. Installation was in U-shaped kitchen with one additional large, separate piece in a niche. The LG Viatera fabrication took about 3 weeks. Everything occurred as explained and scheduled, except for one glitch. The installers did a wonderful job on the U-shaped portion of the countertop. Seams were barely visible. The niche piece, however, did not fit the space, so a new piece was ordered, creating a bit of a delay. The new problem: As replacement lights hadn't yet been installed, we didn't immediately see a 6" scratch on the surface of the replacement piece. We contacted both Lowe's and Gerali Custom Design about the scratch. Gerali sent different representatives to look at the scratch over a period of weeks. They suggested we may have done it; we were afraid they'd installed an inferior piece. Only when the Installation Manager looked at the very straight line of the long scratch under the same lighting conditions did Gerali Custom Design assure us a repair could be made. After all, the reason we selected quartz was its durability. The Installation Manager Dimetrios Malatos performed an incredible job. Using various materials and special drill bits, he was able to repair the scratch to our satisfaction. There is no evidence of a scratch, and the surface looks wonderful. It took about 6 weeks for the problem to be resolved. On another related note: Lowe's invoiced the project as a LG-Hi-Mac installation (acrylic surface) rather than as an LG Viatera (quartz surface). Lowe's has never corrected that problem though it relates to the warranty.