Troy Granite

We contacted many companies in the Pittsburgh area about new countertops--probably a dozen. Troy Granite had about the best pricing and Ertan was very responsible and thorough in answering our many questions. The measuring and imaging of our slab's layout was done in a very professional way. The installation, including backsplash, went smoothly--even though we had some irregularities in our existing cabinets that support the granite. The results are beautiful. Would definitely recommend trying them. Would also recommend Daltile for choosing a granite slab.

Excellent service and a beautiful job. Love my new counter top, sink and faucet.

I went to quite a few different granite places and finally found the right combination of pricing and color selection at Troy Granite. They were willing to negotiate a little to get to a price that worked for me, and we're very happy with the color we selected and also the fabrication and installation. The countertops fit perfectly, thanks to the laser templating system they use. They also added extra support for the undermount sink at my request just to appease my wife's concerns about it falling, even though it probably wasn't strictly necessary. The one small issue that we had is that they didn't do our sink cutout with a positive reveal like we requested. They did the standard negative reveal (which apparently is easier for them to do), but it still looks good so we're just going to let it go.

We're very happy with them. I think the price was pretty comparable to most others. They just had the selection that we liked. It's a family owned company. They are very customer service oriented. Every time we were there looking at stuff they did a really nice job. When they came out to the house and did all the measurements, we were very impressed by their service. They were very professional, friendly, good job.

We started the kitchen in March, but we got the granite come until, I would say, the end of May. The cost is, ballpark, $3500. They were excellent in everything. They came at the right time, they measured everything correctly. They have a laser thing that measures to make sure all your counters are level and the installation is good. Everything worked out. They brought it, they put it in, I called them back because there were a couple of little defects and they handled that right away. I realized my window sill, which had nothing to do with this remodel that we did, was too far coming out and the faucet was going to hit your hand. They came back and cut the windowsill down. I didn't know who in the heck I would get to do that. That was not part of the job, but they did it extra. They were great. I don't have anything else to do, but if I had something else like that to do, I would call them again.

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I don't remember anything bad. They were using sander on the granite and they hit my new cabinets. They marred the cabinets. The themes weren't exactly what I expected either.

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I selected Troy Granite because of their Angie?s List ?A? rating. I chose a baseline product and a sink upgrade, and paid a total of $2,499.53. 

Instead of a positive experience, I had a horrific buying experience and poor quality granite and installation. I experienced a complete lack of customer service, unkept promises, poor quality craftsmanship, a refusal to recognize and correct the issue without significant pushback, shockingly rude attitude and a refusal to supply me with basic paperwork to confirm full payment.  I still have only the check stubs that prove full payment. 

I have had 10+ telephone conversations and had Troy Granite return to my home to my home four times. I am not willing to do so again, not only because they have been unresponsive to have clear errors corrected, but also because I now do not feel safe with Troy Granite in my home. 

My sales person was Ertan Kanalp.

Complete lack of customer service:
? I first visited the showroom in January 2015. Samples were not available on these basic materials, Ertan assured me they would be mailed to me ASAP. I emailed three times. The third time, he said two of three samples were available, but never mailed them. I had to drive back to the showroom to view and pick up. I should have known better than to deal with them, but they had an ?A? rating, so I naively believed this was some one-time thing.
? Two of my three counters were replacements over existing cabinets, and the third was to replace an ?L? with a simple long slab as a breakfast bar.  
? My craftsman told me his client?s granite installers typically set up a 2x4? frame for the counters for new surfaces, then he builds under. I have confirmed that this was done by other granite installers. I mentioned this to Ertan while I was selecting and making a deposit, and he did not indicate this was not outside Troy Granite?s scope of work nor that they would not complete this step. 
? Marcello (last name unknown), a representative in charge of measuring and documenting 3D room plans for accurate cutting came to measure the kitchen Thursday, Sept. 10.  The measurement is included in the sales pitch, and I was told by Ertan that it is vital as no walls are perfectly straight. Our home is more than 90 years old. 
? Marcello told me Troy Granite would not put in 2x4?s, it would need to be the reverse. I immediately contacted Ertan?he had no recollection of my sale, our conversations re: securing new counters or any clear direction on how I should solve this situation.
? I had already placed a 50% deposit, so I had to go through with the sale. 
? I requested a new installation date to allow time to appropriately measure and document the additional slab and install the base. Ertan said rescheduling was no issue, as there were plenty of times available in the coming weeks, and reminded me the 3D measurement is important. 
? He scheduled the measurement while still on the phone for Wednesday, Oct. 7 at 6p. 
? Neither Ertan nor Troy Granite called to confirm or cancel, so I called early afternoon Wednesday, Oct. 7. Troy Granite showroom said no, I was not on the schedule; and Marcello was ?busy with another big job, a full kitchen? and could not make it. I again telephoned Ertan. He did not recall scheduling the measurement with me, even when I read him the time stamp from the telephone call. He told me the installers on Friday would measure for the final piece and be ?just as good? because the professional who measures was on a ?bigger job.?

Installation had to be performed on three different days, with major issues on all:
? FIRST INSTALLATION: Troy Granite never called to confirm. An impolite woman answering the general line said they had tried to leave a message but voicemail was full. I had to force her to read me that phone number, which was incorrect. I corrected with her, and she said it would be fixed in my records. It never was. 
? The installation was scheduled for Friday, Oct. 9. I took the day off work to be home.
? This was originally intended to be the full installation, but because the Wednesday measuring was never done, this was only two of the three slabs.
The installers:
? did arrive close to scheduled time for the first round installation?one positive.
? walked through the front door and the larger one let out a loud burp.  
? complained the entire time about our steps, that they were overworked, etc. using such foul language that I finally sent my six-year-old daughter upstairs. 
? did not seal after installation.  
? measured for the remaining slab with a hand measuring tape. We reminded them in a 90-year-old home, the plaster and lathe wall was not exactly straight, and even brought out an ?L? frame to show the slab could not be a perfect rectangle to sit flush with the wall. The installer rudely insisted that the measurement was correct. As you can see in the attachment, the slab was nearly 1? too short on the front corner. 
? insisted that I pay the full remaining bill, despite the fact that not all work was completed. I was home alone with my daughter and was uncomfortable pushing back more than I did. 
? After I had paid in full, the installer said he would not leave me with any documentation that I had paid the remainder of the bill, as Troy Granite did not send him with a ?green sheet? that customers typically receive. He had me sign the middle of the installation agreement on a hand drawn line next to a hand drawn ?X?, then (1) took the original back with no copy to me and (2) would not let me take a photo of it with my phone. 

SECOND INSTALLATION, for the remaining breakfast slab:
? The installation of the last slab was made for Wednesday, 10/14/15 at 6pm. Ertan was adamant that 6pm was possible.
? A female called me from 412-326-3078 at 3:02p saying installers were outside my home. They wanted in early. Could I come home early? Could someone else meet them? They could see a garage opener?what was the code? I said I was not comfortable with that. She became extremely agitated, grunted, ?fine, they?ll be there at 6? and hung up on me while I was midsentence. 
? My neighbor was outside at this time and saw the Troy Granite truck violently pull out and cut off a UPS truck, missing it by only inches. I surmise that this was when the female telephoned them to say that no, they had to stay with their scheduled 6p installation time. 
? I then received a voicemail at 6:21p (for an installation scheduled for 6p) from 412-326-3071, and caller said his name was ?Baker.? He said an installation crew had just returned with one of the installers having hurt his back earlier in the day. The voicemail said that they would have to come another day, perhaps Thursday after 6p. 
? I called back, demanding four things:
o True confirmation they would deliver Thursday at 6p
o The owner of Troy Granite to telephone me the next day (Thursday)
o The installers were to seal the counters already installed
o Paperwork for the counters and payment 
? After discussing for several minutes, in which he alternately assured me that Troy Granite is a ?reputable company? and rudely told me a 6pm installation was ?outside of the ballpark? and I should be appreciative, I asked to speak to the owner. He then turned 180? and asked more than a dozen times why I would want to/need to talk to the owner?they were taking good care of me. After I asked for the owner for the fourth time, to give me the number or have him/her call me in the morning, he took a pause and faked a slightly lower voice, and said, ?This is the owner.? WHAT?!
? They arrived at approximately 6:15pm Thursday to install. Ertan came to the door saying ?I don?t know why you are so upset. You will get this installed today and be ver

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Troy has an great showroom and sales department.  They provide about 170 different types of granite to make choices from. The sales force was very friendly and they were very helpful in securing our choice of granite. After selection we met with the sales group to see the layout of the granite we chose with help from them to layout the stone with the best highlights of the granite. Troy also had a sale on the type of side shape the granite had, we chose bull nose for our granite.  The installation was slated for June 6, 2015 the installers arrived in a timely manner with the installation proceeding without incident.  The installers were very proficient during the install and were customer service oriented (very nice).  The only problem we experienced occurred when they noticed that two back splashes were not included in the order for installation which delayed the finish of our installation by one week but  did not interfere with the operation of our kitchen. After the week another installer arrived at our house having one back splash but the second for our table was not included in the truck (which delayed the installation for the table another week). After the second week the installer arrived with the table back splash and a free cutting board from Troy and the installation was completed. I should say that although the delays were not acceptable due to the office not communicating with the installers regarding the back splashes, I would still recommend using Troy for your installation and granite updates. The customer service of the installers, the installation excellence, the choice of the wonderful granite and the fact that even with the delays everything was done by Troy to make things right. I give them 4 Stars out of 5 for everything that we needed for the project. Yes, I would recommend them for your project.

Erin Gilbert in the show room was very helpful in helping us select a slab that coordinated well with our selected floor tile and paint chips. Detailed measurements and installation were all done on-site with punctuality, professionalism and quality. The finished installation looks great.

They arrived within their designated time window.  Introduced themselves and asked to see the locations for the installs.  While that was being done they began setting up outside to do last minute drilling on the granite.
people who were human with a sense of humor. Considering the job to be done, all in all they were there approximately one and a half hours, asked me to look over the final job and went on their way to the next install.  From showroom to install everyone was professional, skilled in their craft, able to answer any questions that I had and were very easy to talk with.  I would definitely use them again as well as recommend to anyone seeking granite and expert installation.

Beautiful showroom, great sales people. Appreciated the prices. Two men came on time - completed the job - and left with the kitchen clean. The soap dispenser wasn't working after install, I stopped at the showroom and they handed me another one. I mentioned there was a joint in my daughter's counter that was unsightly they had installed a year ago, they called her and sent a repair man to fix it. It looks great and no charge. That's customer service.

They were prompt and handled our project in a professional manner.  They were helpful during the selection process.

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Bekir and company were very helpful with the process of installing granite countertops in my newly renovated kitchen. From the first "Hello" from Lisa to picking out the stone to the template process to the installation, all went smoothly and well. There were so many stones to choose from, it was a hard choice. But we decided on Marinache, not your average granite, and we just keep getting compliments on our kitchen. When I need stone, I will definitely return to Troy Granite whenever I want to buy countertops.

The selection of slabs was very good. It was especially good for a supplier-fabricator, vs. a granite wholesaler who doesn't do the fabrication or installation.

The advertised "10 day turn around" is apparently 10 days from when they template -- the first opening for which wasn't for weeks. So, it is apparently "10 days from 10 days before we install, whenever that is", rather than "10 days from when one orders". That was a bit of a disappointment.

But, the reality is that they were probably the fastest purchase-to-install of any of the supplier-fabricators from whom I got quotes -- and I shopped around extensively. So, I was only disappointed because of the way it was advertised -- the turn-around was on the fast side of what the local providers were all promising. In reality couldn't have done better elsewhere.

During the initial measurement, it took a huge amount of wrestling to get them to do the seam the way I wanted. They wanted two seams. I wanted one. This conversation continued until I told the person that I was going to find an installer with the capability and confidence to do one seam, and if it wasn't them, that was okay. He then called back to the shop, spoke with some folks there, and told me they would do it. I would complain. But, instead I'll sigh. My parents and friends who have used other providers, even in different states, have all had the same experience. I suspect this is just a typical push-pull between homeowners wanting it too look the way they do -- and installers trying to minimize their risk.

The templating process was way more traumatic than it needed to be. The first time they tried to template, they missed their window, kept promising me the truck had left for my house and showed up about 8 hours late -- without the equipment to laser template. That didn't stop the person who came. He tried to do it with a tape measure -- but without a protractor. He was just assuming the angles in this aged and twisted house were all 90-degrees. Wrong! He tried to tell me the backsplash would cover the differences, but eventually agreed to come back and do it with the laser measuring device.

They came back the next day. The trauma got much worse. Every time I turned around, he was manually entering lines rather than measuring, basically assuming 90-degrees. Eventually, I got him to measure most of the angles. But, I missed one. He assumed the refrigerator wing wall was parallel to the opposing wall -- it is not. Then we got into a huge fight over the bar piece that I wanted cut 5/8" off rectangular, basically with two 90-degree angles on the exposed side, but with the two long dimensions different sizes. This was to keep the piece parallel with the opposing wall -- even though the corner wasn't at 90-degrees. Eventually, he agreed to let me take it up with the layout person at the shop.

Also, once done, he wouldn't show me the layout, so I couldn't double check it. He told me once he closes it -- it gets sent to the shop and he can't open it again. That doesn't make sense. And, once I got to the shop -- the view they showed me showed the lines on the slab -- but had no measurements.

Having said that, when it came to details that the template person felt were important, he couldn't have done a better job. He got an amazingly tight fit around the range. I didn't know things could be done with that much precision. The range can slide in and out without rubbing -- but there is barely a visible gap at either side. It wasn't luck. The person made a point when measuring that he was going to do that for me. It was a great, tight, measure.

The layout person did an amazing job of getting ever last square inch out of the slab I picked. The slab was barely big enough. Just barely. And, he also took the time to line up the seams with the sink's edge, make textures and colors match at seams, etc. And, the layout person agreed to the bar piece the way I wanted it with no trouble at all. He said if I wanted it that way -- he'd cut it that way. Done.

The install generally went well. But, a couple of details were missed and a couple of other small problems were discovered. In particular, the layout was careful to put the backsplash seam behind the faucet. The pieces arrived over-sized and they cut them down during the install -- but missed this detail. They put one in over-size and cut the other. The seam was exposed. It was also discovered that my fight with the template guy distracted him from remembering to add a 1/4" for the plate supporting the bar. The backsplash was too short. Additionally, it was discovered that the edge by the refrigerator was cut to 90-degrees -- when the actual angle was not.

Later on I discovered that the piece of granite to the right of the stove and to the left of the bare was about 5/8" too long -- it actually blocked an electrical outlet's face plate. They installed this without noticing. I removed this, cut it with a tile saw, and put it back. It was easily fixed.

With respect to the other issues, the Troy folks demonstrated A+ customer service. They never tried to sort out whose fault it was, whether or not it was okay, or whether or not it needed to be fixed. The moment I mentioned it, they assured me it would be promptly fixed -- and it was. The provided new backsplash to put the seam where I wanted, cut more to fix the 1/4" gap. And, they gave me an extra piece to add a backsplash along the refrigerator, covering the gap I felt was too uneven. And, they did this even though we had already used all of my slab -- and they had to cut into a new one.

In the final analysis -- they were 100% committed to making me happy with the job. They didn't hassle me about

anything. They didn't try to make excuses. They didn't act angry, upset, or frustrated. They went out of their way to make me happy -- with a smile. And, they did. The job is beautiful. They provided service with a smile. And, that can't be beat. I would use and/or recommend them in a heartbeat.

Very professional people, nice to deal with. They are experts in their field. They had more to choose from than any other place and their slabs were beautiful.Everyone that I had to deal with was super knowledgeable, very informative and professional. I felt so comfortable with the transaction. 

 No nasty surprises: they delivered what they promised with the original budget and time estimate! - The work was pretty smooth with almost no mess. They also did great job cleaning up afterwards. - Overall project cost is very competitive. What an excellent place! I recommend them to anybody for granite countertops, and any type of [big or small] kitchen remodeling/work without any hesitation. If you are in the market for any of these work, save yourself sometime and just talk to TroyGranite

 I would definitely recommend them to anyone who needs granite work done.

The project started in April and remains unfinished.  The man that came to make the template neglected to realize I had a slide-in range that would require special pieces be cut to accommodate this design.  The range was there at the time of inspection and was measured by Troy's representative.  An honest mistake and not a big deal to resolve.
What is a big deal: Three months later, several phone calls dodged and as recently as yesterday, another failure to even show up for a scheduled appointment, leaves my kitchen unfinished.  They admitted they made the error and have been promising to make good on it since May.  This has not happened.
I believe the fact that this was not a high-dollar job has precluded me from receiving any sort of reasonable customer service.