Stone Systems of Raleigh

Lowe's originated this job. This is the company they use for their countertop installations. I retired after 32 years from a business that valued delivering quality customer service. This company does not. It took them 6 weeks from the initial installation to complete the job, requiring us to devote 5 days to appointments. I was told on six different occasions that someone would call me back, and no one did. I caught two of their employees in lies. They were a no show on a Monday and no one called me. (That morning I called to get an ETA, and was told that someone would call me back in 30 minutes. I waited 90, and called them back. After being disconnected twice, I was told they would be here by 4 or 4:30.) If I were running a business, I would be embarrassed by a 3.1 rating. However, based on other reviews, it's obvious they have no desire to correct this problem.

We had to do some reconstructive work on our kitchen after a dishwasher leak damaged our flooring. We decided to also do a few upgrades to our kitchen while it was already taken apart. One of those upgrades was to replace our laminate counters with quartz. The reconstruction company recommended we order the counters directly from Home Depot, which we did. Home Depot subcontracted the work out to Stone Systems. The resulting service related to our counter install from both Home Depot and Stone Systems has been extremely disappointing, and at present, we are still without counters, which means we are also without a sink or oven for over 8 weeks. Below is the timeline for our counter purchase and installation: Nov 10th: Bought counter tops from Home Depot. We were quoted a time to completion of three weeks from date a person is sent out to do a “template” (take exact measurements). Nov 15th: Template completed by Stone Systems. We made a few adjustments while they were doing the template and understood there will be an increase in cost as a result. We were told to wait to hear from Home Depot with an exact amount. A few days later, Home Depot called with final numbers, and we paid by phone so that everything could be ordered to move forward immediately. After this, we stopped hearing from Home Depot and Stone Systems. We were still in contact with the reconstruction company, but they only had vague updates from Home Depot about status. We made several attempts to call Home Depot who did not return our calls. Dec 1st: Called Home Depot to ask about status. Left message and received no call back. Dec 11th: We called Home Depot twice for status updates. No return call. Dec 12th: We called Home Depot to find out status and finally reached someone. She stated that Stone Systems “had been trying to call for a week and a half” to schedule the installation. She provided dates and times of these phone calls. I asked for the number they had called because we had received no messages or missed calls, and it was my cell phone and my husband’s. There were no missed calls on either of our phones from them. This must be a fabrication, by either Home Depot or Stone Systems. I called Stone Systems directly, asking about the supposed missed calls we never received. They said only “that’s weird”. They stated that our counters would not be ready to be installed anyway until Dec 15th. After a conversation with my husband, they agreed to schedule a Saturday installation, Dec 16th. Dec 16th: The installers arrived on time and were cordial and diligent, but were unable to complete the installation because the counters were not cut to the right size. They installed only our island top and that is it. They said Stone Systems would call us back the following Monday, Dec 18th. We did not hear from Stone Systems or anyone for 10 days. Dec 26th: We called and left a message on the Stone Systems voicemail, and received no call back. Dec 28th: At 10:38 am, I called Stone Systems again and spoke with someone. She was confused about the status of our countertops and eventually said she would call the installers and call me back. No one called back. Dec 29th: At 1:30pm I called Stone Systems again. Same confusion regarding status of countertops. Obviously nothing new had been added to our file to indicate that I had called and no details from installers were added. Eventually, she also asked if she could call me back. I asked for a commitment for a return call before the end of the day, and she said she would call, even if it was only to say that she is still working on it. She did return my call and we have a new installation date of Jan 3rd scheduled. I will update this review on completion of the work. I could not possibly recommend Stone Systems or Home Depot for countertops based on our experiences.

Horrible experience. I ordered Dekton countertop and backsplash through Home Depot on 07-29-2017. The first install attempt didn't occur until 09-15-2017 and everything was wrong. I was left without a usable kitchen until 10-31-2017 when they finally got the countertop installation correct, after 5 attempts at installing the countertop, except for 1 bad seam. On 12-15-2017 I cancelled the remaining order for backsplash after numerous excuses and delays and no offer of discount for my inconvenience. Customer Service and communication is extremely poor. I have had to call every week just to get updates and in many cases it took several weeks just to schedule a measurement.

I purchased my counter tops in October, 2017 a three weeks later i called to follow up on the status and was told that they ran out of the Quartz slate that i originally purchased. It's December, 2017 and i still have unresolved issues. Seems like no one communicates within the company. There's obviously no oversight,they tried to pass of damaged pieces as acceptable, customer service will not call you back, miss-rounded counter corners, uneven surfaces, scratches, missing pieces. It's unfortunate that Home Depot continues to use this contractor for installation. My advise to consumers, research the sub-contractors before purchasing anything from Home Depot.

I had an extremely good experience with Stone Systems. They were contracted by Home Depot to install our granite counter tops. Though Home Depot made a few snafu's, Stone Systems took responsibility and drove issues to resolution. The install looks fabulous, the gentleman extremely courteous and professional. Jena Neal (Sales Executive) even came by during install to check progress and to assure I was pleased. She provided her card in event any issues arise. I would do business with Stone Systems again anytime!

I thought they did an excellent job.

o

The job went very well.  Rhonda called after the purchase & we set the date for the measurement based on installation of the new cabinet.  Ricky arrived on time, measured the cabinet & explained the details of the new top.  Rhonda setup the installation date to fit my renovation schedule.  The team arrived on time on the installation date & were good enough to call about 20 minutes before their arrival to let me know they were on their way.  The team did a great job of installing the new top.  They bored holes for the faucet set, and mounted the sink to the underside of the top.  They gave good instructions on letting the top adhesive cure before further work was done, & left me with warranty & care instructions.  The whole team was super to work with.

The countertop itself is lovely and fairly painstakingly installed. The undermount sink, however was installed in a very shoddy manner. Two 1x1/2 pine strips (the same strips used to fur up the countertop on the perimeter of the cabinets) were used to suspend the sink on its R and L edged across the cabinet. The sink was "bouncy" with these installed before "gluing". The sink flange and the strips were "glued" under the top with ordinary silicon caulk (which is not a glue). This is the "standard way" Silestone installs all undermount sinks. I do not believe this would last much longer than the year warranty before the sink & seal separated from the countertop. Water is heavy! My poor husband spent a weekend on his back under the sink reinforcing the mount. Home depot treated me like a hysterical woman and did not go to bat for me. Compare this shoddy Silestone install to the careful way Corian "builds in" your stainless sink by attaching it at the fabricato.