Express Granite
About us
Family owned and operated stone fabrication company located in St. Charles, MO. We handle projects ranging from small custom made windowsills to technically complex and detailed kitchen and bath projects with a focus on residential remodeling. We have a proven reputation with many customers and contractors throughout the metro area. We would love to earn your business. Please visit our website: www.expressgranite.com
Business highlights
Services we offer
Fabrication and installation of granite, and thresholds. Custom table and desk tops of ALL sizes. Outdoor kitchen and bar counter tops., marble & other natural stone countertops for: Kitchen counter tops Bathroom vanities, quartz, sills, tub surrounds
Amenities
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 50% | ||
| 0% | ||
| 0% | ||
| 21% | ||
| 29% |
"[Member Named Removed] - I just wanted to respond here in defense of our company, and our standard of work. I guess it's a bit confusing on our end here: The 1 [Member Information Removed] review reads: Beautiful quartz, Fair Pricing, Good communication - all things that probably warrant a GOOD review, historically. You then go on to state that you were aware of the possibility of this occurring, signed a contract acknowledging it, and 100% understand standing behind a contract. On that contract you signed, this clause was included, and you signed off acknowledging it: Incidental Damages: During the demo/removal and installation process, it is possible for scrapes, digs and punctures to occur. These are considered normal and are not considered as negligence. Moving appliances prior to the demo/removal process is encouraged and will greatly reduce buyer’s exposure to these types of damages. Final wall preparation (wall paper, tiling, painting, etc.) should not be completed until after the countertop installation. In the event of the aforementioned damages, it is the homeowner’s responsibility to repair. You also then state the drywall damage, "Goes beyond the scope of the contract". Very clearly, it does not - and the pictures you've attached elsewhere during your little smear campaign show this. The "hole" in the wall we were referring to was specifically the desk area. The hole was very clearly there the entire time, but was covered by the existing laminate backsplash, caulk. The pictures you attached very very clearly shows this. My installers confirmed with me that they let you know of that hole as soon as they tore out the existing countertop. Not because they caused it, but because they've been instructed to do so EXACTLY to avoid these types of complaints. This is a situation where you are trying to get "something for nothing" and because we won't do that, you're doing your best to post your dishonest review wherever you can. It's unfortunate, but we don't owe you anything and have fulfilled our obligation to you in full."
"Sorry you feel this way. We always strive to make all of our customers happy. Throughout our time in business any mistakes we have made are addressed and rectified as quickly as possible, to the best of our ability. From our perspective, this pretty cut and dry. We are a stone fabrication and installation company, every job we have sold since we've started in business has been accompanied by a contract that explains the scope of work, the color of the stone, the edge profile, the sink, etc. The granite that was installed in your house (Valle Nevado) is the exact stone you signed a contract for (Valle Nevado). The signed purchase agreement is the only legally binding piece of paperwork - the information on that document supersedes ANY other information given or received during the course of the sales process. In 10+ years and 4,000+ kitchen installs, we've never had this situation come up. How can we be held responsible, or be liable, for supplying, fabricating, and installing the EXACT color of stone that you signed a contract for? If there was any doubt in your mind about the color, that should have been addressed prior to signing the purchase agreement. We never forced, coerced, or pressured you in any way. We maintain, and have signed documents proving, that we have done absolutely nothing wrong."
"This exact situation is covered in the signed purchase agreement provided to the customer, and signed before the project started. One of the items on the purchase agreement covers the levelness of cabinets. It reads, " Levelness of cabinets is, without question, the most important factor in a stone counter top installation. The CUSTOMER, not Express Granite, is responsible for the levelness of cabinets or structure to receive the stone. .... Our installers will check, to the best of their ability, the levelness and sturdiness of the cabinets prior to installation. Shimming is an integral part of almost every stone installation. In some cases, due to unlevel cabinets, we may have to shim the granite off your cabinets leaving a visible space between the stone and the top of the cabinets. It is the responsibility of the customer to remedy this situation after installation. This is written in plain, clear language and was signed off on by the customer on April 7th, 2015. Express Granite and the customer have documentation of this. We offered a remedy, that we deemed to be fair and consistent with the signed document, to our company, and the customer. We strive to please every customer, within the terms of the signed purchase agreement."
We went to the granite wholesaler a few times to get an idea of what we were looking for and to get an exact price. After we picked the color and agreed on the price, we moved forward. The only reason I give them a "B" in professionalism is that there were two instances where they messed up the scheduling. The first was when we were going to select are specific slab. Greg was going to meet us there but called the night before or so to tell us he had to go to a measurement and could not make it. He offered to reschedule but our schedule was tight so we were unable to. He assured me that he would look them over once they got to his store anyway and would alert me if there were any issues (cracks, etc) that I did not notice. My wife and I went alone and picked out the slabs we wanted. Greg did call them and had them move a few out so we could see what we were getting. The slabs were laid out and ready to go when we got there, which was nice.
Another scheduling issue arose when the lady who runs the schedule called and told me that they double booked the guy who was scheduled to come over and template the kitchen. She asked if I could reschedule. I was unable to and the guy showed up as scheduled. So both of these scheduling issues did not turn out to be a problem at all, but it made me a little nervous about the project.
When the gentleman came over to do the template, he offered suggestions and we made some changes to the template of the island. We also added the bathroom vanity which was not a problem for them. After the template was done, Greg called me about the price changes, which we were expecting given the changes that we made. I am pretty sure Greg knew that we were going to make the changes regardless of price (within reason) but the upcharge was in my opinion quite reasonable. In other words, he probably could have run up the price on me for the additions, but he didn't.
Finally, the day of install came. Just about three weeks following signing the contract. Two guys came by about 8:30 and and tore out my existing countertops and replaced them with granite. They gave me some instructions and were gone by 1pm. It looked great!. I am very pleased with the work they did and I really couldn't be happier. I would undoubtedly use them again.
Other species of granite were installed in the home, including the kitchen, by other fabricators. There are NO porosity issues with those stones. Never had porosity issues with any other stones in previous homes.
Will NEVER use Express Granite again! Does not respond to customer inquiry. Has no concern for customer satisfaction.
"While I regret that you've deemed us to offer poor customer service, I would like to respond with my version of events in attempt to "clear the air". The initial contact I received from the customer was this: "Greg, We are now seeking quotes for our bathroom vanity. We are refinishing the wood but would like to replace the masterbath vanity top with Kashmire White 3cm granite. Approx 24 sq ft. with backsplash. Need 2 sink cut outs for under mount. I have seen the slab photo from Global and like it. Do not need tear out or plumbing installed. Please provide me with an estimate. If there is a similar stone for a lower cost, please include it in the estimate as well." As you can see, I was never consulted on the type of stone, style, or color. She had made the selection of Kashmir White before I was even contacted. As far as scheduling, templating, and installation are concerned, everything went off without a hitch, and I received this e-mail from the customer shortly after installation had been completed: Greg, In the next few months, we plan to replace the top to our half bath vanity on the first floor near the kitchen. It is the standard small size one, unlike the master bath. Keep us in mind for scrap pieces you end up with that would be enough to make one. The kitchen has Santa Cecelia so if you end up with a scrap piece enough for approximately 22 x 31 1/2" with back splash in Santa Cecelia or a close relative, let me know. We have time, not in a big hurry. The Kashmir White looks great. Guys were great, professional etc. Thank you. As far as I was concerned, this client was satisfied with not only her color selection, but the way the entire process was handled from start to finish. Fast forward a month later and I'm contacted by e-mail about the water spots - I informed the client that, yes, even sealed granite can have water spots and stain. This is the case with ANY granite - even 2 slabs of the same color are going to be different in their mineral make up, consistency, porosity, etc. That is the nature of the product, for better or worse. Sealing of stone is NOT part of the warranty we provide. Our warranty is for workmanship (things that we can control) and the porosity of stone and/or sealing does not fall under that category for the reasons listed above. We do, however, offer a 15 year warranty sealer through a 3rd party company (DuPont), but that wasn't available to us at the time of this project. I offered to come out to put another coat of sealer on the stone free of charge, even with the issues not being covered under our warranty. I will admit that I dropped the ball here. I did not follow up on that and I regret it. I forgot about it and provided poor service on that front. I never, knowingly, ducked or dodged phone calls or e-mails. That is not how we operate."
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