Sudbury Granite & Marble, Inc.

Our overall experience with Sudbury Marble & Granite was terrible. We stumbled upon the Hopedale location and found our initial meeting to be quite pleasant and they carried a quartz coloration we couldn't find at a couple other places. So we moved forward and it went downhill from there. I realize the below is lengthy but I feel the details are important for you to decide whether this experience will affect your decision to work with them. We were removing granite from our home which must have been put together with remnants and was terribly uneven (from previous owners). Because of this I stressed many times with Sudbury that seams were one thing that was really important to me due to the terrible job we were removing and the amount of $ we were going to spend. They assured me this is something they are great at. When we went to sign the paperwork our salesperson was not in so we met with the head fabricator. We discussed seams and she told us there had to be a seam in the middle of the sink due to the weight of the piece but no seam was needed by our stovetop. (Our salesperson had originally told us we would not need seams in either of these places after looking over the sizes of the slabs and our kitchen measurements). Also, they would not have 2 guys carry such large slabs. We thought but didn't say. 'then why don't you get one more guy to help deliver the product and make a customer spending a lot of $ happy'? This was not ideal to us but we agreed trusting that she knows the material better than us. The templator then came to our house and spent 2.5 hours measuring everything. He was very nice and thorough. He told us the opposite-there was no need for a seam at the sink and the stovetop could be scored at the shop and cut on site to give us no seam in either place. He also asked me what type of cut I would like in one of the corners. I signed my initials on a 90 degree corner rather than curved. The next day I received a call from our salesperson asking why I changed the seams. I told her I didn't initiate anything. The templator had suggested less seams and of course, that was ideal to us. The fabricator then called and said she would not have her guys cut on site and we had to have a seam in the middle of the stovetop. Fine. Install day was going smooth until one of the guys had to leave due to a family emergency. They left and I had no idea when someone was returning. I called the salesperson and she wasn't aware the job was left unfinished. They did send someone out later in the day to finish but the cuts and seams did not line up. Also our material is white based and the seam color was yellow. The top of the island was also placed with a .5 inch filler of caulking on one end and 0 on the other end. Also, the guys did cut the stovetop piece in half on site which we had been told prior they would not do-if I had known they were going to do this I would have been adamant about having them score it at the shop and have no seam as the templator had suggested. Also, the corner I signed off on was curved not a 90 degree angle. I sent photos and they agreed the job didn't look like it was done well. I had to call several times to find out when they were coming back out. It was finally scheduled for a Saturday morning but they did not show up or call. After 1.5 hours of waiting we called and they said "Oh we rescheduled you to the afternoon." unbeknownst to us. They arrived and scraped out the seams and replaced with a bright white filler. Still not a great match but better. They then recut the piece where the caulking was uneven to fix that and pulled out a piece to cut and fix where the seams didn't line up. When they did this apparently the piece cracked. They did not let me know and installed it back in with the crack. I then realized we could not put our switchplate covers back on as the screws were bumping into the quartz. They told me that is not something they measure or confirm. While I was fidgeting with the switchplates I discovered the crack. I asked them about it and they said it was only a hairline crack. I asked them if they were paying thousands of dollars would they want it in their house. They took the piece out right away and left the space open. I had to continue to call to find out when they were going to finish the job. Finally, they found a remnant from another dealer and after rescheduling me again they came out and put the last piece in. I asked about the switchplates again since it was in the piece they were replacing. They said they don't take care of that. I called and the fabricator told me I had to get a contractor to come out and cut the quartz to fit. I was shocked that I had to hire someone else to cut material that is Sudbury's main business. We were also waiting on a sink grid which the installer told us he didn't know was ours when he saw it in the shop. Even though he later said he had spoken to the salesperson who had asked him to bring it along with him. The job is done but definitely not top notch. After a couple weeks of me calling about the job quality and to communicate our overall experience and the silly sink grid a manager came out to check out the job and deliver the grid. He stayed and shared some of their shortcomings and listened to my experience which he claimed he was not aware of even though our salesperson had said over and over that she was keeping him abreast of all the hiccups. He said he would go back and speak with the team and circle back to me and "take care of you" as this is not the type of experience they want to give their customers . That was about a month ago and we haven't heard a thing.

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Great pricing & great service! Sudbury was recommended by a friend and we weren't disappointed. We especially liked that we could walk the showroom on our own with no pressure. Excellent experience all around.

unknown

I picked out my granite, I was present for templating and installation - it went really well. I love the kitchen, it looks great!

Sales - Amy was a pleasure to deal with. She was patient with us and called promptly when a new shipment of granite came in. Prices were very reasonable. It was nice to deal with a company that both sells and fabricated the counters.
Scheduling- This was a bit more difficult.  There were a couple of miss communications with templating and eventually installation, but everything worked out in the end.
Templating- Gentleman was very thorough and did a good job.
Installation- Addison did a great job.  Was very friendly and communicative. Gave us some good tips on sealing and cleaning the granite.

They were excellent. They were really very professional and very helpful. They gave me a discount when I said I was on Angie's List so I liked that.

Sudbury Granite has the worst business practices of any company I have ever dealt with.  Their practice is to only charge you for the actual square footage of your project, which sounds like a great way to save money.  The problem is, they will use even the areas of granite that would be "waste" for other companies to maximize each slab which will leave you with an unacceptable finished product.
My first visit to Sudbury Granite did not go well.  Despite having an appointment, I was practically ignored and left without picking out granite for my project.  After doing a ton of research on my own, my second appointment resulted in me picking granite for both a kitchen and 1/2 bath remodel.   I was shown slabs for approval.  As the company  must really be pushing their sales team  to minimize waste, I was told that the bar area would need a seam.  I asked multiple times as I did not want a seam on the bar area and told that it would almost certainly need a seam once it went to templating because of it's size.  Although it is not what I wanted, I was told that it would probably be the only way to do it.   It wasn't until I discussed this with my contractor that he informed me that the measurements were well within the ability to cut it in one piece.   He returned to Sudbury Granite with this information and my bar top was thankfully cut in one piece.  Had I not had a contractor willing to fight for me, Sudbury would have given me an inferior product by misleading me with inaccurate information. 
Unfortunately, the bad business practices did not end there.  When picking granite, I was show 2 slabs with a vein running diagonally across the far corner of the pieces.  Again, templating was discussed.  In most places, that would have been a waste piece, but I was told that they would be able to stick that piece under a cabinet where it would be hardly noticeable.  We discussed two possible corners to put it in.  When the granite was delivered, however, the vein was running right through the center of my island!  That is the one place I had emphasized would be unacceptable. 
The company was immediately called by my contractor but dodged his phone call for days.  He finally had to go down to Sudbury Granite to get anyone to talk to him.   Not only did the owner indicate that my contractor's business did not matter to him since he ran a "7 million dollar company", he was completely unwilling to take any responsibility for fixing the product.    When asked if he would accept that in his home he replied that he was there when the island when it was templated, but since the vein wasn't tagged he used it.    The two problems with this statement are 1. It is not the customers fault if the salesperson fails to tag the slab properly, and 2. He continued to use an unacceptable piece just to save himself a few bucks. 
I've had to resort to stopping payment and dealing with this through my credit card company.  Here's the real kicker... In reviewing the charges with the credit card company, I realized that Sudbury Granite charged me for the counter top for the 1/2 bath that I NEVER received.!  ( I was told it was taken off the order, but it never was)  Just think, if they had done the job correctly, I never would have caught that
one. 
In compiling information for my credit card dispute, I've had 2 granite companies come in to give estimates.  Both have stated that the granite never should have been cut that way and that they have heard many of these complaints about this company.  Now that I have found another company, I can't even begin to  tell you the difference it is to deal with honest people that are invested in supplying the best finished product possible.   Find an HONEST company and a good contractor.  Both are invaluable.

I searched here on Angie's list and Yelp for a local granite shop, and found Sudbury Granite.  We had sourced stone and fabricated on our own in the past, but this project was too big.
I visited the showroom with my children, and met Lori and her colleague.  She explained the process and sent me to the Mendon showroom to choose the stone for the bathrooms and kitchen.  I started this process in the winter, but they do have many samples and large slabs indoors for viewing.  I went in looking for granite for our kitchen, but fell in love with the grey soapstone (which turns black when oiled) in their showroom.  My husband wanted black soapstone, but theirs had green in it which I didn't want.  
Lori was awesome through the entire sales process!!!  She sent us to a local soapstone dealer to search their inventory and found exactly what we were looking for.  
The remnant shopping was abit of a challenge with the weather. I was purchasing granite sink slabs for 4 bathrooms that I had not laid eyes on, and had to make changes a couple of times.  They were very patient with me!  I made about 4 or 5 trips to Mendon,. but to be fair, I have a friend that lives 5 minutes from there,  so I had time to be picky - our home was 6 months out from start.
At last minute, Lori was able to fulfill a granite request too before finalizing everything.  
Lori is awesome.  She is very responsible to email and phone calls.
Our stone arrived last week and it is absolutely beautiful!  I was shocked when Lori showed 
up at my home 1/2 way through the install - talk about amazing customer service!!
The entire process was fantastic - the team in Mendon were helpful, Ronaldo the fabricator was a perfectionist and the installation team were professional and great!  :Lori truly is an asset to the Sudbury Granite team, she was thoroughly knowledgeable, nice and professional.  A wonderful experience from start to finish!!  

unknown

WOW!!!
Are they professional!!  We had a similar job completed on our other bathroom by a local independent company that was ok at best. The degree of professionalism exhibited by Sudbury Granite was OUTSTANDING. I want to specifically mention Scott as being outstanding in all respects....Professionalism, Knowledge, Follow Up, Courtesy, etc., etc.,  
.When we have work done again we will definitely return.  We HIGHLY recommend the company and make sure to work with Scott

unknown

I went to the Sudbury showroom based on all the extremely positive reviews on Angie's List.   I gave the dimensions of the countertops and the salesperson did a layout on the computer for an estimated price.  I was told that they did not have all the samples in the showroom and that I would need to drive to Mendon to see all the slabs and to make a final selection.   I drove to Mendon. They had a great selection and it was very helpful to see the complete slabs, although it was a significant drive to get there.  I selected the slabs and paid a deposit for half the cost.  They called the next day with dates for templating and for installation.  The templater showed up at the scheduled time.  He told me their digital templating machine was away for repair, so he would be creating a physical template.  The next day I received a call with an updated price that included 6 square feet more of material than the original estimate.  I called and the explanation was that the original layout by the salesperson apparently assumed there would be a seam in the kitchen island.  Wee did not want that, and I had verified that with the templater.  I agreed to the higher price of material and also the added cost for an additional installer to carry the large slabs for the island and the upstairs bathroom.  Two days before the installation date they called to re-confirm and for me to pay the other half of the total price.  Two installers arrived on time on the scheduled date.  They then realized they would need to call a third person to help lift the slab to the second floor.  The installers were very thorough and professional and did an excellent job in making sure everything was lined up and installed correctly.  The kitchen island and the bathroom counters were installed with no problems.  The materials and the fits and finshes are perfect.  However, it was clear to the installers and to me that the counters abutting the walls in the kitchen did not align well to the walls.  Either the templating or the fabrication was off.  They tried several alternatives to minimize the gap from the walls and to line up straight with the appliances and cabinets.  We agreed the best alternative was to leave the biggest gap in the back corner where it would be least visible and that the tile backsplash would cover part of the gap against one wall.  I told them to go ahead and install it that way although I was very surprised there was such a large gap.  The result is that there is a 5/8" gap against one wall that tapers down to zero over approximately a 12" width.  The tile backsplash helps to cover some of that gap.  Against the  other wall there is a 3/8" gap that tapers down to zero over approximately an 18" width.  It is against a painted wall.  Needless to say it has been a pain the neck to find a way to cover and disguise such large gaps from the two walls.  I am planning to sell the house in the next year, so I accepted the counters and worked to fill the gaps.  However, if I was planning to stay in the house longer I would not have accepted this fit quality on those two pieces of granite.

unknown

The overall experience was great.

Sudbury Granite did fantastic work for reasonable prices.  The experience was great from start to finish.  They used to have a showroom in Nashua in 2005 when we did our kitchen countertops.  We went there, had great help from the salesperson, and chose what pattern we wanted.  The installers came to our house to template the countertops.  We then visited the granite warehouse in Mendon to pick out our actual slab.  It was a fascinating process and very customized to what we wanted.  When we did our bathroom in 2008, they had a showroom in Chelmsford right near us.  It was so convenient!  This time, we chose a granite that did not have much variation, so we just picked out what we wanted in the showroom, scheduled our install, and soon had our bathroom countertop.  Both experiences were great.  The salespeople, warehouse staff, and installers were all responsive and professional.  I miss the showrooms closer to us, but would visit the Sudbury showroom if I needed granite in the future.  Highly recommended.

They were good. They were excellent all around.

I enthusiastically recommend this company without hesitation.  The entire experience - start to finish went great.  From the first call to the sales room, to the designers coming to the house - to the product being installed.

unknown

It was a wonderful experience from start to finish.  They were very attentive and answered all of our questions while we looked at samples in their showroom, and they did a great job with the installation.  We really appreciated that they explained how to care for the countertops and left us with a cleaning kit, too.

They cut the wrong piece of stone in the beginning, but they rectified it quickly and to our satisfaction.  We have been happy with the countertops ever since.

The company was great to work with.  We were under a tight time frame, and they made sure the work was done when we needed it.

They were friendly and professional, and they showed up on time.  They did a good job of installing the countertops, too.

The granite was quite exceptional and very rare, and they gave us a competitive price which we appreciated.  However, they didn't do so well when crafting the template for the sink area which meant that the granite piece didn't fit properly.  Plus, we couldn't send it back since it would take nearly a month for the adjustments to be made.  Aside from this, everything else went well.

They were timely, had great service, and did an excellent job with the installation.  They had a great selection, too, and we were very happy with the choice of granite.  Furthermore, they gave us a free kit to care for the countertop which was really nice.