Stone Surfaces Inc

Counter arrived with a chipped corner on the peninsula that they smoothed onsite but it wasn't well done and looks a little wonky. The bigger issue though is that the sink caulk was not properly installed or a poor product was used, repeatedly. It was supposed to be clear and we allowed it to dry much longer than the amount of time they specified. However, as soon as the caulk got wet, it turned white and looked terrible and splotchy. Once it got wet, it began buckling and peeling away from the counter and sink almost immediately. We had them come out and re-do it. They told us to wait 24 hours before it got wet but we waited 4 DAYS before we even used the sink. As soon as it got splashed (which it will because it's a KITCHEN SINK), it turned white again anywhere the water contacted it. Within a week, the caulk began to fail again. We hesitated to contact Stone Surfaces because we were starting to realize they probably weren't going to fix it properly. After a couple months, the caulk was peeling and hanging in strings off the sink edge and now had lovely pink mildew on/in it. I was so frustrated I finally reached out to them again and asked them to please caulk the sink properly - I even told them to use a white caulk since the clear wasn't even staying clear in the first place and our countertops are white, so it wouldn't be a problem. They said they would send the owner to ensure it was done right but his son came instead. They used clear caulk AGAIN but this time they told us to wait 48 hours before getting it wet because this was better/stronger caulk. We waited about 80 hours this time before we used the sink and what do you know? The second any water splashed on the caulk, it turned white in blotches again. Within a couple of days, the caulk started to get wavy and lift off the edges again and now it's yellowing toward the front of the sink. But that's not the worst of it.. For some reason, this time they applied the caulk so that it was recessed under the edge of the counters, rather than filling the gap with a fillet of caulk. It's an apron front stainless steel sink and the caulk, because of the way it was installed this time has wicked water down along the front edge of the sink and now the painted finish has peeled off the cabinet - they are dark grey cabinets so the light maple wood beneath is very obvious. I am BEYOND LIVID. Our brand new kitchen (it's not even finished yet) is now ruined - front and center and there's no way to replace the cabinet under the sink without pulling out the countertops and starting over. Tubs/showers are exposed to water almost constantly and I've never seen caulk fail that quickly in a bathroom. Do not use this company - they can't even manage the most rudimentary task of caulking the sink.

We hired Pierre to install marble around our fireplace. He gave us a good price and the fireplace did come out great. Fast forward 3 years after installation and the marble has cracked. I sent Pierre an email asking if he could come out and take a look at it and see how we can fix it. A week goes by and no response so I then call the store and ask for Pierre but he was out of the office so i left him a message. Another week goes by and still no call back or response to my email so i call the store once again this time i try to see if someone else can help me and the rude kid who answered the phone told me it would be $150 to have someone come out. I explained to him i don't need to pay $150 to have someone come out and tell me its cracked, i simply just need someone to come out and fix it. He then rudely said well anything can happen in 3 years ?? Really marble on a fireplace cracks after 3 years ? this is the quality of product you sell ?  Nino then got on the phone and took my info and told me that Pierre would call me...Over a month has gone by and still no phone call!! 
Would never hire again. Once they have your money they could care less about anything that goes wrong with the installation and the product they sell is clearly not good quality if a 1 inch thick slab of marble is cracking after 3 years.

Update - March 4, 2015

Stone surfaces finally replied to my email almost 2 months later and the only reason they did was because i had to go to the Better Business Bureau to post my complaint. Here is their exact response: 

"Since you have decided
to bring the BBB into this, we responded to them and have attached our
response for your viewing.  Please contact us when you would like to
proceed with the next step."

They want me to contact them AGAIN for next steps when i have been trying to get this from them for almost 2 months now.

Again, my initial interaction with Stone surfaces and the product they provided for me was excellent. My complaint is that now that i have done business with them and they have my money they do not seem to care to provide any additional services to existing customers should something go wrong with the product they provide or take any responsibility for it.

His response to the BBB states the "service call charge" of $150 is for labor and not just to send someone out. Well how do you know that the crack in my marble is going to cost $150 to repair when you haven't even come to my home to look at it ? What if its only a small 1 inch crack ? What if the entire marble is cracked and needs to be completely replaced? Do both of these types of repairs cost $150 ? Does every service call at Stone Surfaces cost $150 no matter what the repair is ? This is something the business should be explaining to the customer by returning their phone calls or returning their emails, instead I have to go through the Better Business Bureau just to get a response from them and then I have to post my horrible experience here on Angies list so others do not experience what i did. I wanted to be able to post a positive update on them and change my F grading of them. At this time I am unable to do so.

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We couldn't be happier with the look of this granite in our kitchen. The templating was done perfectly and the craftsmanship along the seam is fabulous - we've had several people comment on it (once we pointed it out, it's almost invisible).
They were also responsive to our messages and request for quote. Turnaround time from template to install was just 2 weeks.

Sean and Nino were extremely helpful in showing me remnants and in giving advice. We actually changed our minds after picking the first remnant and they made it very easy to switch our choice. We specified a part of the large slab remnant to use and they cut and polished the two pieces perfectly. We were on a tight schedule and the pieces were ready exactly when promised, a bit shorter than their usual turnaround.
We're hoping to do kitchen counters soon, and will definitely use them again.

from the sale , measure, installation perfect no problems

Nino and his team we excellent from the start. They have a large inventory on site and can also get granite that you find at any granite/marble warehouse. Their prices are much less than other companies I looked at. They showed up to do the templating on time. When the time came to install the countertop I had just had my floors refinished and they put down a covering so they wouldn't damage the floor. It looks fantastic and I would definitely use them again. I've recommended them to several of my friends.

This is the second time I've used Stone Surfaces and I am extremely pleased with everything about them. Nino is everything you want in a sales rep. He is really knows the business and helped us understand how everything would work and what decisions need to be made. Dmitri is the owner and he personally came to our home to measure everything and to be sure he understood what would need to be done at install time. We went back to select our granite slabs and to plan the layout. Our granite (Crema Antarctica) has a high color variation and we wanted to avoid the areas where the yellow was too dominant. Nino worked with us on that, and Dmitri did an amazing job matching the granite at the one seam on our counter top. I say and quot;one seamand quot; to introduce the amazing installation team.
Greg (I hope I'm remembering his name correctly) led the installation team. They arrived on time with the three slabs to be installed. Our layout called for one seam as far from the peninsula as we could place it. That meant that the largest of the granite slabs weighed over 600 Lbs. The installation team did a terrific job. They covered the floors installed the granite, mounted the sink, installed the faucet and soap dispenser, and cleaned up after themselves. Total professionals.
Lastly, I want to tell you how bad it almost went. We ended up using Stone Surfaces after another fabricator, who I will not name, gave us a much lower quote. Of course we chose them first but once selected they refused to honor their quote. In fact they tried to raise their price by almost 50%. Since I'd done a couple of small bathrooms with Stone Surfaces I went back to them.
I am extremely happy and next time I won't even consider anyone but Stone Surfaces.

Their price was very competitive but I am not happy with the installation. There were some large gaps between the wall and countertop, up to 1/2 inch. I mentioned it a number of times and was told it would be OK and covered by tile when the back splash went in. One gap was so large there is still space between tile and counter that is too large to fill with grout. It also took a few weeks to get them to come back up to fix an area around the sink; they would schedule and call to cancel, which meant I had to keep changing my schedule. They had good recommendations but my experience was disappointing.