Founded 2010 • With Angi since July 2011
Service Provider ResponseWe'd love to work for this customer again and happy the customer likes the new look of their kitchen.
Service Provider ResponseOur goal is always to minimize seams (if possible), so happy we could get that result on this project. Hoping you will refer us to friends and family, and thanks for your business!
Service Provider ResponseWe are glad you had a pleasant experience with our company. I know it's a lot to take on moving into a new house, so happy we could offer hassle-free service to you!
Service Provider ResponseIt's not always easy to coordinate 3 different trades to help our customers, but we are happy to put in the extra effort to make sure everything goes smoothly.
Service Provider ResponseEveryone is entitled to their opinion, and I don't want to take anything away from [Member Name Removed]'s review. I can't change that she had a bad experience, and I would love to remedy that fact because I want every customer to have a great experience. However, I do want to share with anyone reading this what happened on my end. On the phone, I wrote down what color she wanted for my notes. I was under the impression that she had already selected that color and had a sample of her own. I don't even have that sample in my kit. So, I thought since she has already selected her color, that it would still be nice to show her other samples that are similar to it to make sure she saw enough options. So I took out about 6-7 samples of other white quartz of various manufacturers to show her the options. She told me originally that the main goal was to sell the house, so I focused all my context and attention on trying to use my experience to give her a suggestion (which she didn't have to take) of the best color to help sell her house. Silestone Mont Blanc (the color she had said she wanted before meeting) is not a terribly popular color for resale, when I told her it was viewed by other customers as being outdated, that information was given to her with the pure intent to help, not to insult her color choice. That's what other customers have told me over the last 6 years, which is why I don't carry the sample with me. I expressed to her that the vicostone alpine was the most popular color customers have chosen, therefore, my suggestion for "resale" purposes. Somewhere down the line into the conversation, she expressed that she may in fact come back to the house after renting it for a while, and that it was important to get something that she liked. After hearing the context change, I immediately shifted my mindset to adjust and expressed to her that I though there was nothing bad or wrong about silestone mont blanc, that I personally don't have an opinion on color, that I wanted to give her what she wanted. That's most likely the shift of "friendliness" she's talking about. I suppose my resale opinion was at odds with her personal opinion. I should expressed my resale opinion in a better way. Thus, I when I looked up the pricing in my spreadsheet, I didn't see mont blanc at all in there. I called Silestone on the spot in front of her, and they told me they discontinued it. I expressed that usually happens because it doesn't sell well, hence not very popular. I have no idea how Lowe's and Home Depot have access to mont blanc, maybe because they are gigantic companies they have a ton of it previously bought and in stock, I have no idea. But I called Silestone in Austin and they said that it wasn't available anymore. Regarding how we price things, it's always a lump sum pricing. I'm a small family company and don't have the luxury of having set per square foot pricing, especially for quartz, which has so many manufacturers and colors...too many to stock. I also expressed that if she called around and asked for per square foot pricing on the phone from other companies, that it wouldn't be accurate, there are always extra fees tacked on, so it's best to compare companies with total pricing out the door for the same work performed. I had given her a total price out the door. I don't know how to reverse engineer my pricing by foot or anything else when it's just lump sum, simply cost plus profit. After all of this, she had mentioned having problems with calcium deposits on her existing granite in her kitchen, I took the time to inspect it and gave her an honest answer about my experience with it and how I would approach the problem. I'm definitely not perfect, no one is, but the one thing I know about myself is that everything I do is to try to help my customers even if it makes me look bad. When the context she gave me was for resale I expressed my honest opinion about staying away from silestone mont blanc (before I even knew it had been discontinued) and go with a popular color. When the context shifted, I put the time into it and called silestone to find out if the color was still available. I take her review seriously, and always want to improve anything I can, so next time in a situation like this, I definitely want to be more empathetic to all customer's color selections and opinions, while still giving them some objective info to help them. I appreciate [Member Name Removed] taking the time out to leave this review and the chance to always improve my customer service.
Service Provider ResponseGlad our videos helped you with your projects. It takes a lot of effort making them, so nice to hear they are appreciated. Hopefully, we'll get that call when ready to replace bath counters. Thanks again for your business.
Service Provider ResponseWe appreciate you taking the time to post this review and we are happy you felt the blog information was useful. I hope others looking to hire our business will take the time to also check it out!
Ask for details.
Fox Granite is open:
Sunday: 10:00 AM - 5:00 PM
Monday: 8:00 AM - 8:00 PM
Tuesday: 8:00 AM - 8:00 PM
Wednesday: 8:00 AM - 8:00 PM
Thursday: 8:00 AM - 8:00 PM
Friday: 8:00 AM - 8:00 PM
Saturday: 10:00 AM - 5:00 PM
Fox Granite accepts the following forms of payment: Check, Visa, MasterCard, Discover
No, Fox Granite does not offer eco-friendly accreditations.
Fox Granite offers the following services: Residential & commercial: granite and quartz countertops, tile backsplash installation, plumbing re-connect, handyman services.