Gerrity Stone

Overall not a great experience. Price was higher than expected, but there was back and forth negotiation akin to buying a used car. Once we were committed, unexpected fees started popping up, like needing an extra installer due to the large size, and a special order charge, despite going to their preferred stone vendor 10 minutes down the street. At install there were a few issues including modifying the stones in the street because they didn't fit, which resulted in large gaps. They also set my faucet and soap dispenser too far back, which leaves tons of soap and water on my countertop. I expressed these concerns and was told to expect a follow up, but that never came.

They were the sole vendor working with my Home Depot for stone countertops, for a new kitchen installation. I didn't choose the company. Anyway, they didn't secure the sink. They left clamps unsecured just through laziness or unprofessionalism. The sink began to fail, but I had no idea why. They said I needed to have a plumber come out and detach the plumbing before they could even touch it. They also told me that their warranty is voided by the placement of a garbage disposal under the sink, after their install! While I was trying to understand this, and make phone calls, the sink fell in the well. I managed to bail it out without leakage to my lower neighbor. Then I had to hire a plumber twice, once before they came out to reinstall, and once after, for total cost of $960. Their ins co will reimburse me for the fees. But I had 3 weeks of **** with no compensation for my pain. Neither HD or Gerrity want to say what the warranty voiding means except that you are out of luck. But you have to understand: Almost everyone gets a garbage disposal. They are selling a service and product where they know most customers will void the warranty. HD eventually agreed to pay for the stone company to make their visit to repair the bad work they did. Ridiculous. I spoke to a few professionals in the field and they don't recognize a clause voiding a warranty for normal use. Never even heard of it. Ask them to see their warranty and ask questions about it if you are going anywhere near this company, or Home Depot for that matter. Do I need to say how unresponsive they were during this time? You have been warned.

I had an issue with my kitchen countertop install and wasn’t happy with the outcome. But instead of running away from the situation, Steve Gagnon, Gerrity's account sales mgr, reached out to me and arranged to have my countertop re-installed. And the second install was perfect and exactly how I envisioned it. Steve Gagnon went above and beyond to make sure the second install would go perfectly as planned by sending his top experts to supervise the entire install. As a result, I am very happy with the final outcome. And Steve was wonderful to work with. He kept me updated throughout the process and followed up to make sure everything was satisfactory.

Overall the final results are wonderful. Lisa Ayes was our salesperson who came in halfway through because our original salesperson left the company.  Leslie Young, the slabsmith specialist, showed us our slabs on the computer and where the cuts and seam would be and we were able to move the layout to best fit the slab. The installers were efficient and knew what they were doing. The one seam we have came out great. We did have them back to polish a few rough spots and that was good also. The only problem we had was at the beginning. Starting with a salesperson who left half way through and only having contact with Lisa through email and calls made it difficult. There seemed to be some miscommunication between the layout person and the office.  The final outcome we are extremely happy and satisfied with.

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6/28  We selected the granite, shared our kitchen's blueprint, and made the deposit. A salesperson recommended a contractor to remove the old countertops and assured us they'd give us advanced notice for the installation so we'd have time to remove the old countertops.

 

7/9/13  GerrityStone's template person reported that the granite slab was too short and notiffied the salesperson.

 

7/16/13  Because the salesperson didn't return our phone calls nor respond to our emails for a resolution, we visited the showroom to seek assistance. The salesperson never apologized for failing to return our phone calls. She told us that another granite slab had been ordered and Vicky would call to schedule the installation. We told her that we wanted to look at the granite slab before it was cut. She didn't have a problem with that.

 

7/24/13  A GerrityStone rep called to let us know the installation would take place the following day. After I complained about the lack of notice and the need to contact the contractor to remove the countertops, she rescheduled the installation.



8/2/13  GerrityStone installed the countertops and sinks but the backsplashes were too high. They need to be recut.

 

8/3/13  We called the installer for status on the backsplashes.



8/5/13  The backsplashes were installed.

GERRITYSTONE sold us white marble at 100 bucks a square foot, we splurged, to go into our bathroom and the person who sold it to us was more interested in making the sale because she never let us know it was a softer and more porous marble than traditional marble which shouldn't go in a bathroom. We had no idea. They came out again to to take care of a soap stain because the countertop absorbed it. Now we constantly  have to put a sealer on it. It's a lot of upkeep. When I got someone on the phone they took care of the issue and were responsive but this time around it upset us that we spent a lot of money and the sales woman either sold us the wrong product that she knew was going into a bathroom, was uneducated or she didn't know her product. They should have never had to come out in the first place to fix the stain. We've used GERRITYSTONE before, they're very nice and they're good. They did a good job with the fabrication and it looks beautiful. They showed up, they did what they were supposed to do, and they fixed the problem from the initial installation. I would not use them again in the future because of the particular reason of the sale.

When asked to repair the expensive pieces, Gerrity initially blamed our contractor saying his measurements were inaccurate. When we proved that the measurements were right, they repaired the countertops.  But in doing so damaged some tracks for drawers we had newly installed because they cut granite in our home without adequate tarps and other protection normally used when doing this sort of job.

The stone pieces themselves are very beautiful and nicely cut and polished.

However, we were very disappointed with the customer service, as well as with the lack of attention to detail in performing the measurements. The backsplashes for the granite countertop ended up being about 3/4 inch too short, but the installers put them in anyway, making it difficult to correct the problem (which we ultimately left as is). In addition, we requested a window sill piece be made, but the person taking the measurements did not get the thickness for the piece correct, so it ended up being too thick to fit in the space. The installers brought the sill back to their shop. We then had to repeatedly call for 2 weeks to get a status on the sill piece - which ultimately the shop folks decided couldn't be fabricated thin enough. Moreover, we had to repeatedly call several people to get the invoices straightened out.

Overall, I would say that I don't believe Gerrity Stone is organized to handle a retail vanity top order such as this.

Outstanding job. Person who came to measure, came on time and was extremely professional. Did and outstanding job. Four men showed up to do the actual work. removed and took away old countertops and put down new granite tops which fit perfectly. Did not leave a drop of dirt. When they left all I had to do was admire and use my new countertops.
Highly, highly recommend Gerrity Stone and Lowes in Hudson
A++++++++++

We were very disappointed by the utter lack of professionalism that Gerrity Stone showed multiple times. We spent months and months looking for just the right slabs of granite. When it was time to schedule an install date, we were told our slabs were sold to someone else. This delayed our project over a month and we had to pick a different type of granite. This required us to change our backsplash etc. it was a nightmare. In addition, instead of getting compensated for our troubles, we ended up paying thousands more for our new granite. Lastly, when our granite was installed there were two cracks in it, which they did not acknowledge when they were installing them. They did come ack ad fill them. If you want to be treated unprofessionally, have a delayed project, experience bait and switch, be overcharged, and have cracked granite, Gerrity is your fabricator.

Great job.

Their sales person Danny Puccio was their Direct Buy contact I initially dealt with. He set up the deal (took my $) and within a week went on vacation for two weeks. He emailed me a pretemplate checklist on June 13th just before doing so. Prior to that I had measured every square foot and linear foot to make sure I understood all my costs and provided him with a powerpoint presentation with all the details including pictures of every surface that needed to be done. Gerrity sent out a person to template the counter tops (who did not speak any english) and he measured most of the counters but missed a desk and appliance garage. When the installation team showed up with the counters at a later date they noticed immediately that they did not have those two pieces cut for the install that day (problem 1).  When preparing for templating you need to have all parts present including kitchen sink, faucet and stove. I kept my old 47" Jenn Air and purchased a new sink, faucet and disposal. They were all present including a template from the sink company of the sink. The templater took that back to Gerrity with him. Still, the company managed to cut out a sink profile of some other sink that is in their CNC database.
When the Silestone arrived it didn't match my sink (problem 2). Immediatly the crew started pointiing fingers at me and the sink company which really irritated me. I had prepared for the templating and they had everything they needed to get the job done except good communications (sales person to templater and installation crew). WIth a mismatch of new sink and stone, Gerrity suggested two options - (1) they find a sink to match their hole or (2) they cut a new piece of stone. At no cost to me I agreed to either one. They looked for  two weeks to try and match a sink to the hole in their CNC database and could not find one so they eventually gave up and cut a new piece of stone for the sink. (By now, end of June, my wife had returned from business travel to find the kitchen in disarray - so much for a nice surprise. That was my schedule driver.)
The sink countertop is approximately 15 feet long and had to be installed in three stone pieces. Gerrity did not take any of the previously installed pieces back to their factory. They cut a new center piece without having the two end pieces. When the new center piece was installed with the correct sink hole they obviously could not and did not polish all three together to get the seams smooth ( problem 3). There is an obvious bump at one end at the seam. This lack of professionalism is how they recovered some of their lost costs.
I would not recommend Gerrity Stone for your job. Whenever a contrractor like Gerrity gets behind on a job - meaning they begin losing money - they look for ways to cut their losses, ideally with your wallet. Any of these stone companies will tell you about horror stories from Home Depot or Lowes concerning their supposed hack crews with poor installation skills.
Here is a counter argument to those types of stories.

Overall we were very happy with the services provided by the people at Gerrystone. They have one of the largest selections of quality Granite in the area. There was a slab we liked but it was behind another slab. They brought the crane over to move the front piece so we could see the whole color. The price quoted was excellant and the quality of installation was top notch. At the time we did not have front stairs so they had to carry the pieces around to the back of the house.

The counter installation went very smoothly.

Excellent!!! Better than we expected.
We had an excellent experience from start to finish with Gerrity Stone. Our sales person, Leslie, was exceptional and made this a great experience for us. We highly recommend working with Leslie.
Leslie spent a good deal of time helping us thoroughly understand the pro's and con's of various types of granite, the costs, etc. Her real world, practical experience was very helpful in selecting the type of stone and decisions on other items like edges and special features we wanted. Leslie spent as much time as we needed in several sessions in order to "get this right". We very much appreciated this.
When we were ready to select the actual slabs, Leslie had the various options set out in different light so we could make the final decision. The person that did the computer aided measurements at our home was professial and helped us finalize some choices on details. Leslie then worked with us to lay out the pieces on the actual slabs.
The outcome was ideal. The pieces fit perfectly and the installation went flawlessly.
Overall this experience was better than we had expected and we are very very happy with the countertops. We strongly recommend Leslie and Gerrity Stone to those considering granite countertops.

Overall I really liked working with Gerrity. Our salesperson, Terri Peters was extremely responsive and a few times we spoke with the owner, Jim Gerrity who was very good to work with.

We made a decision to pick our own granite out from the Boston Granite Exchange as Gerrity did not carry the exact granite we were looking for. 

Templater arrived on-time and seemed to do a good job, although there was a little confusion on the install day when one piece of the backsplash did not come with them, but they were able to cut a piece for this at the factory before the day ended. 

We were the first appointment on the day, but the installers didn't show up until closer to 10:30 or so.  The good news is that they were really hard workers and willing to stick around and/or come back until we were satisfied.

We were told that the seam would be put together with biscuit joints, but the installers made a decision that it didn't need them and they chose to just use bondo and etching out the sides for the glue to set in. I am hoping that this does not come back to bite us after the seam is no longer covered under warranty.

I used Gerrity Stone to cut and install granite countertops in my remodeled kitchen and bathroom.  They are focused on the sale and cutting of granite and use subcontractors to do the installation and granite warehouses to get their granite.  They do have remnants on site.  My main issues thru the process were that it was extremely difficult to get a hold of the appropriate person to provide needed information and it took two weeks between calling for the templating and when the installation took place.  One piece arrived cut incorrectly which took another 3 days to correct.  The granite templating took a week from the time I called to when someone arrived and another week between the templating and the granite installation and I was reassured that nothing could be done to improve this timeline.  The quality and price were good but I don't beleive they were significantly better than what other vendors could deliver.  I would likely use them again with my expectation in terms of installation time and communication being much lower.  I would take the time to weigh my other options given these specfic issues though.

From start to finish this firm was first rate. They were helpful with the choice of granite, no pressure at all, gave us options to use granite they did not have in stock as well (but we did ultimately use something they had). They did an on-site template, and then we got to see it on a large screen with our chosen granite. The install went off without a hitch. We then had a minor additional request, and they were promptly back out. They matched the seams and flow fantastically. To be honest, my wife and I are very particular and this firm has done a great job. On price, they were in the same range as other reputable firms. I do know that some firms advertise lower prices, but here you do get what you pay for and they did a great job. We are totally satisfied and highly recommend them.

I started with sales rep #1, who provided an estimate based on construction documents and engineer-certified measurements. The quote was in line with other estimates. I should've realized warning signs when the rep informed me that to proceed, I would need to work with sales rep #2. Sales rep #2 immediately increased the anticipated cost by several hundred, but assured me that Gerrity's reputation was well-earned and well worth the incremental cost. Based on that reputation, I placed a deposit of $1800 down and scheduled a site measurement -- about the only part of the process that went off without a hitch. And then nothing ... silence ... no word back from Gerrity. When I finally e-mailed 10 days later to inquire about scheduling, I was informed that rep #2 had left the company. A third sales rep was then assigned. And she promptly transferred me to a 4th person (no reason given), who turned out to be a secretary. It seems the 3rd rep, as assigned by the manager, was on vacation! When I asked to review the details of my installation -- specifics worked out with rep #2 -- the secretary informed me she knew nothing about granite/installation; she was purely back office staff. Nevertheless, she assured me rep #3 would get back with me later that day to review. Not only did rep #3 not get back, when I phoned the next day to ask for a manager, I received a call back from the secretary who not only read me the riot act (i.e., she had taken hours out of her schedule to find the information I had requested), but let it be known that I was a major inconvenience to her schedule. After I called her on the fact that installation of a permanent fixture (cost > $3k) was no trivial matter, she relented. And finally, I did get a call from the sales manager. By his account, my concerns were much ado about nothing. He reminded me that Gerrity's reputation is incomparable and suggested my experience clearly was a fluke -- nothing I nor he should waste time being concerned about. What then followed was invalidation of all arrangements worked out with sales rep #2 (as notes were reported missing). Moreover, to arrange for those details (specifically, minimizing seam size), I would need to sign a waiver forgoing warranty on the seam -- again a detail approved by sales rep #2. To add insult to injury, when the final bill arrived, I was charged more than sales rep #1 and/or rep #2 quoted. True, the manager did offer a small discount, but even with that, the total cost came out 20% higher than the original estimate -- and higher than any other estimate by competing firms. As for the granite itself, the two seamed pieces installed are not of equal depth! Finally a sidenote as to how Gerrity is able to report high ratings on their web-site: Gerrity's representative stands over the customer when s/he is filling out the evaluation form.

We were very satisfied with our experience. The price was very competitive with another quote we had received. Sales personnel were knowledgeable, responsive and consistently helpful. It was difficult to find a piece of granite that matched the countertop already in the kitchen, but they worked with us patiently until we were satisfied. Their estimator and installers were punctual for all appointments. Since the walls in our kitchen are not square, they prepared a template and the resulting cut of the stone fits our space perfectly. We saw a minor problem with the piece after it was installed and they addressed the problem promptly and to our satisfaction.

Overall, I had a very positive experience with GerrityStone, from start to finish. Tim, the sales rep, was very knowledgeable and helpful. Although GerrityStone didn't have the granite I was initially looking for, Tim made several suggestions, and helped me find a spectacular remnant that I'm thrilled with. Different people did the templating and installation, and they were all professional and a pleasure to work with. The only minor wrinkle in the process was scheduling the installation, but that was addressed promptly and I would definitely use GerrityStone again in the future.

Our overall experience was excellent