Surface Encounters

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You need to stay away from this company. Check the ratings on Yelp. Their customer service comes out of their Shelby store. Rob is a great guy at Wixom, but he couldn't get me any good service. My granite was installed 5 years ago in April. Yesterday we were washing dishes and the sink fell in! Literally. It came unglued from the granite and fell through the cupboards. The garbage disposal held it up but the plumbing underneath broke. My decorator, Pam Edwards, set me up with them after they bought a slab I liked through Dwyer, so I was stuck with working with them. Of course! I have company coming this afternoon. Surface said they could send someone out in 4 days to reattach but then I'd have to find a plumber myself! They did say they would pay for the plumber. Now, after talking with Katie, she has rescinded what she said about reimbursement for the plumber (even though she had told me earlier in the conversation that, of course, they would pay for it)! Evidently, she talked with her general manager, who pulled back her promises. I would never do business with this company again. After install I noticed they really didn't use the template for the sink I had purchased thus I struggle every time I take the sink grate out because the opening doesn't match the sink opening. They just chose to make an approximate hold for the sink. Turns out they just glued the sink to the granite and didn't even have clips to hold the sink in place. Of course glue will give out over time! The local guys just laugh when I told them it was Surface Encounters and told me they run in to this all the time with that company. Check out Yelp!

Showed up on time scheduled. Completed all tasks promptly. Returned for touch up work required which we did not notice on install.

Surface Encounters formally know as "Rock Tops" to those of you who remember rock tops?came to my home and installed the laundry room granite and undermount sink not a bad job on that part not great either still have scratches in that piece. Then they tried to install the bathroom vanity counter top, cut it wrong twice short both times never bothered to cut a templet the 2nd time and as a result i relieved them of the obligation oh charlie called and wanteed to make it right but i had to respectfully decline after the second time of getting it wrong. I really have nothing else to say about this poor experience.

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Everything went great except for one of the back-splashes was cut wrong at the store, however they re-cut one and installed it within 3 days .

My wife and I went to visit their showroom. We were especially attracted to the fact that they are a fabricator as well. This makes it very easy to "one stop shop" for granite and other counter materials. We started looking at the showroom pieces and the saleswoman began telling the price ranges we were looking at and gave us some advice as to how to determine the price and quality of what we were seeing. We picked out about 4 different styles and she was able to give us quote based on our square footage needs. Their prices seemed reasonable to us and we put a deposit on the work and scheduled a measurement. The measurement guy came a few days later while I was gone, but my wife was home. My wife said he wasn't the friendliest guy, but I wasn't there to witness. They called me the next day or the following day to schedule installation which would take place a few weeks later. I received another phone call the following week from the designer letting me know where the seams were going to be. I just happen to be on my way there at the time to go pick out the slabs of granite for our job. Oh, I forgot to mention that the particular granite we bought was a stock style for them, some of the others are offsite at a warehouse in Farmington if you want to go there and pick one out. Finally, I had an issue with my sink that I ordered from an online website. A few days prior to the installation of the granite, I broke the granite sink and had to have another one overnighted. Surface Encounters was nice enough to work with me to change my appointment time from the first installation to the second installation that day to ensure I would have enough time to get the sink delivered. The installers called me to inform me of their arrival and came in and did the work in about 2 hours with no issues whatsoever. I am very happy with the entire experience with Surface Encounters and the counter tops look great. I would definitely recommend them to anyone in the future.

Called to get estimate of granite counters. No response. Later found out that this was the company formerly called ROCK TOPS that went out of business, kept all deposits from customers and reopened under the name SURFACE ENCOUNTERS. DO NOT, DO NOT, DO NOT DO BUSINESS WITH THEM.

I would certainly use this company again in the future. The only marks against them came on the installation. The crews were much later than they anticipated, BUT they did call to let me know they would be delayed. Additionally, once it was installed, there were a couple of minor installation errors (gaps as well as cabinets being shifted during the installation of the granite). We brought it to the attention of the company, and while there was some concerns with their professionalism with the initial point of contact, I was eventually transferred to someone who was extremely helpful. This person was sympathetic and indicated it happens all the time. They sent someone the same day, and the problem was rectified!

The countertop looks great and the measurement person and installation crew were great. I did have problems with the subcontractor suggested to me by this company. However, Mark (manager) was very responsive and arranged for a refund. I am quite happy now.

From the start this company advertises 1/2 off granite. When you arrive at their showroom you find out only a couple of colors are half off. Nothing is priced so in effect they can charge you anything for any slab. The saleswoman is friendly and helpful in coordinating color selections. she also offered to help acquire glass tile. Unfortunately after we bought the counters and selected a glass tile we found out the she charged us twice what the tile sold for at other stores. The saleswoman told us to have the person measuring for the countertops to measure for for the tile, he refused, so I had to measure myself. Then she recommended an installer for the tile "that everyone at their store uses" . He did a poor job installing the tile, he quoted a price $60 higher than the store and "offered" to install the plumbing for the sink under the granite for $240, which we since found out was done wrong and not to code. Now we have to hire a real plumber to fix the botched job. Back to the tile installation, ths guy stole an orange from our fruit basket without asking, took a can of soda pop without asking, smoked cigarettes in our garage and left cigarette butts all over the garage floor. When it came time to set the tile back splash behind the stove he took a piece of oak trim I was using to build picture frames and cut it to support the tile. Never once did he ask to use the material he "stole" from my garage. I wouldn't use this company or the people they recommend ever again. The tile was over priced, the tile installer was terrible he never arrived on time and never called to say he wouldn't be coming on the scheduled day, he said "he was called away by the store to do a back splash for another client" apparently that client was more important than one who already had an appointment. He never showed up on time and never called to say he was running late. His work was below average for what we paid, he was not neat, he left the grout glaze on the tile, he did not clean up very well, he smelled of BO. I should have told him to leave after he did the plumbing, , but the saleswoman recommended him. While they are a granite store they do have tile samples making it appear they also sell and install tile, they don't they make arrangements "on the side" I will not ever do that again.

I was real happy with them and have used them three times since then. They do high quality work and I am happy with their edges and seams. We had a little issue come up but they were real good about making it right and I will use them again in the future.

See above. I didn't use them. Selected another company instead.

We had a very good experience, excellent experience with them. they were thorough, knowledgeable. The price was excellent. For the granite that we got, its a very exotic, rare granite, the man gave us the price of normal granite. We were totally ecstatic about the price. You can't beat the price. The installation was dead on. They did what they said, everything fit. We had no problems.

We are satisfied with the end results.