Crown Tile & Marble

Following a large granite install, I have made every effort to communicate and resolve concerns with the owner. The owner and project manager have refused to communicate with me directly after multiple attempts. We had a contract that included the counter top installation as well as a 4" granite back splash. The installers improperly drilled the sink hole which left no room for the back splash agreed upon to be installed. We are now faced with a kitchen that is torn up and a tile solution for a back splash that will cost us $1100 additional. Cook top was cut out improperly, and a large mess left behind by contractors that included glue and sawdust all over my home. I had to ask installers many times to keep masks in while working in our home. This is a service industry that consumers expect the highest quality product from when paying out thousands of dollars. Owner/ management will not follow up with you after the job is complete.. they simply don’t care.

Very happy with the project. The total timeline was 4 weeks from time we picked out granite in their warehouse which had a very nice selection. 2 week wait for them to template and then another 2 weeks for them to fabricate and install. Installation which included removal of old countertops was done in <1/2 day. They kept us informed of the schedule and showed up on time for each phase of the work. They were very competitive on price. I did have one lower quote (out of 4) from one company which was a one man show.

On the date of the original installation (3/24/15) I reported to Crown that the quality of the work was unacceptable to me and I wanted it corrected. Given that I had paid them in full I expected my request to be fulfilled expeditiously; however, the lack of responsiveness and follow-through was astounding, with correction efforts not taking place until 4/27/15, over one month later. My vanity fits between two walls and the vanity top needed to be cut/installed to accommodate this. I am aware that the granite vanity top could not be perfectly cut and would not sit perfectly flush against each wall enclosing it; however, a difference of 1/8” on each side (the front portion that would be visible since the side-splashes would cover the ends of the vanity top) is reasonable to me with regards to the maximum gap that can be present and caulked without looking like one was trying to cover up defective work. The gaps on each end of the vanity top were 1/4". Each of these gaps had been filled with an epoxy-type material that stuck out to me immediately when I happened to glance at it from several feet away (See Photos 1-3). Upon closer examination I observed that they used paper towels as a filler (the white material next to the epoxy in Photo 3 is a paper towel). 3/24/15 at ~16:30: Granite inspected and deemed unacceptable. Called Crown and spoke with Aubrey, who communicated someone would get back to me to schedule a follow-up. I was clear in that I could not take off any more time from work and the earliest appointment time I could make would be 3:30. I also provided my cell phone number. 3/27/15 at ~16:00: Called Crown and spoke with Aubrey to inquire about the status of my follow-up appointment. I was told that someone would be calling me. I communicated that I did not want the same installers sent back to my house to evaluate the work. I questioned the quality of their original work and I did not trust that their corrective action would be any better or that they could be objective. 4/1/15 (time not known): A message from the alternate installer (Mike) was left on my home phone sometime in the AM specifying that he could be at my house around 12:30. The alternate installer also called my cell phone and may have left a voice-mail (or thought he left a voicemail) but no voice-mail recorded. I was at work. This was frustrating because I specified earlier that I could not do any time before 3:30. 4/1/15 at ~16:00: I returned Mike’s call and specified that the earliest I could be home for an appointment was 3:30. He indicated that he would not be able to come until after Easter (4/5/15) and he would call me after Easter to schedule some time. 4/11/15 at ~11:00: Had not yet heard back from Mike. Called Crown (can’t remember who answered the phone) and expressed disappointment in the fact that a follow-up appointment had not been scheduled for me yet. Aubrey from Crown called me back and specified that they had been trying to reach me and left several messages (I only received the one on 4/1/15-I still have every message from them saved on my answering machine and cell phone). 4/18/15? (I can’t remember the exact date/time): Mike came to my house to examine the vanity top and tub surround. He “eye-balled” the gaps, stating they were 3/16” and less and that was normal; however, before he came over and after he left I physically measured each gap to be 1/4”. I was advised that the larger gaps are to be expected when installing a piece of granite to fit between two walls. I communicated to Mike that if the vanity top could not be cut within 1/8” of the required length on each end, rather than leave a large gap on each end that had to be filled with the epoxy material, I would have expected that one side of the vanity top be reasonably flush with one of the walls (within 1/8”), enlarging the gap on the other side that could be filled with a small piece of granite. Only a seam line that would run vertically down the front edge of the vanity top would be necessary and would be well-camouflaged: The corresponding side splash would have covered the top of it. Mike also had to make a point to specify that there was nothing wrong with the install and he installs granite just like this for million dollar homes and hotels and no one else had complained. 4/27/15 at ~4:00: Mike and another installer (I can’t remember his name) came to my house to fix the issues. For the “correction” of the original vanity top installation: - They corrected the front portion with which I had problems, but in doing so they placed the vanity top crooked on the vanity. One end of the backsplash sits flush against the wall while the other side is over ¼” away from the wall (See Photos 4-6 ). All they did was produce more unsightly gaps that were worse than the original gaps that they had filled with the epoxy material and paper towels). - I was so consumed with correcting the original issues that when I was inspecting the work, I ignored the other areas. About an hour later I went back to the bathroom and the side-splash had fallen off. When I went to push it back I observed the new defects described above. I called Crown immediately (spoke to Aubrey) and was very upset. She then called Mike and had him call me. He indicated that since he was already on his way home he did not want to come back. I explained the problems and he advised me to apply caulk to the gaps, which was very frustrating to me. I stressed that disguising defects with a thick application of caulk was unacceptable. He repeatedly told me that he installed the vanity top in the exact same way that it was originally installed and that I must have ghosts in my house and the ghosts moved it. I expressed my disappointment and indicated that I was a magnet for this type of bad work and he started to laugh. I was not intending to be funny with my comment and I found his laughter to be very disrespectful. I told him that I was angry and this laughing was making me angrier and I was going to end the phone call. I then hung up. I NEVER HEARD FROM CROWN AGAIN. I also did not call them because I did not want a company that unprofessional and as uncommitted to quality back in my house. I opted instead to try and figure out a way to camouflage it myself. It has been well over a year and I cannot find any way to fix this issue without spending at least another $500 and it will still look awful. If I install some tile the crookedness of the vanity top will still be evident and I will have to have an electrical outlet moved (the one in Pictures 4 and 5). NOTE: Aubrey was always very polite and professional. The "C" rating for professionalism would have been a "F" if it were not for Aubrey.

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We were having new faucets installed in our kitchen. We have granite countertops. When the plumber removed the old faucet and separate control at the main sink, he discovered that the new one piece faucet wouldn't fit in the original hole. He needed 1/4" additional space.
I looked on Angie's List and decided to call Crown Granite since they are located less than 10 mi from our home. Since it was a Friday morning,I was hoping to get someone to come before Monday afternoon. The lady with whom I spoke, said she would call one of her technicians to see if he could do it that day!
Within 30 minutes, she phoned and said the technician could come out between 12:30 and 1 PM and the he would call first. She also told me the charge would be $158.00 and was that acceptable. I thought it was a bit pricey but we needed to have it done ASAP.  She also said the tech wouldn't have an invoice for me as it wasn't a scheduled job but that she would send one by mail.
Joe, the tech, called at 12:25 and said he was enroute and would be at our house by 1:00 PM. He showed up a few minutes early.
.He had his drill ready with the correct sized cutting bit and a small vacuum to catch as much dust as possible while he drilled. It took about 5 minutes. He vacuumed up all around the area and folded the canvas he'd covered the sink with so the chips wouldn't fall out on the floor. He took his equipment out to his truck and came back with a soft cloth and spray bottle with water to wipe the counters.
I will call them again when I'm ready for a new granite island countertop to replace the butcher block one we now have.

Also had a small granite bar counter made.  Everything from the granite selection, the planning, and the installation went perfectly.  Everything looks beautiful and it was done quickly, even though it was around the holidays.

Loved everything about this experience and my countertops look amazing. Crown really made sure I was completely satisfied throughout the process. Tackled my kitchen renovation on my own and when we changed the cabinet layout slightly from the quoted layout, Becky was extremely accommodating and gave me the original quoted price, which was very competitive (even to the HD quote!). The installer, Brian, was also really knowledgeable and professional and did an excellent job on the 2 seams in my kitchen. I am especially pleased with the care and precision that he took during the installation. For the high quality installation and attention given to me throughout the process, I couldn't be happier with my decision using Crown. Highly recommended and would definitely use them again.

Mary and Becky were a delight to work with!  The tile is stunning.  We are currently working with Crown to remodel our master bath using their tile and granite.

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They were very professional. They came and did the works immediately by the time we got home, they are done.

MARY BETH AND JIM CROPLEY ARE GREAT TO WORK WITH. THEY HAVE STAFF MEMBERS THAT WILL HELP DESIGN FOR YOU AND THEY HAVE A GREAT SELECTION AND GET ANYTHING IN FOR YOU. DAN AND A DIFFERENT JIM ARE GREAT INSTALLERS, ALWAYS ON TIME AND WORK IS PERFECT.