New Kitchens & Remodeling

They were awful. They were fine a few respects but their customer service was shocking. They treated my wife really disrespectfully. They cracked the granite when they put it in. The installers tried to tell me that it was a fissure in the rock. However, they epoxied it. I told them it wasn't a fissure, that's a crack. I sent an email to the owners and told them I hoped they weren't going to insult my intelligence by telling me this is a fissure. I'll let you off the hook because it was just your installers trying to cover up their mistake. They were fine about it. They replaced it but they were terribly unresponsive and really poorly communicative. They left me in the dark and when I expressed my concerns about that they just put all the blame back on me. They got it done but I would never deal with those guys again. Their price was fine. I was able to choose what kind of countertops I want. They had some samples for us. We ended up going out to their recommended granite place and choosing our actual slats. They were helpful when they first came out. We used them because we liked the girl that came out. She nice and the price seemed reasonable. They told us they could get the job done quickly for us. There was some others that had a long wait. That was an important part of our decision. When it came down to it, they didn't install when they said they were going to install. I had to pull teeth to get them to come out a few days after they they'd said originally. All of that wasn't a big deal. The little things you can sort of put up with. It's a combination of everything together. It's really their poor communication and keeping me abreast of things. I think they cracked it when they put it in. I don't know for sure. They do the cutout for the sink before they bring it. It was right in front of the sink where they cracked it. It's a weak point. Obviously, it's going to be difficult to get that big massive piece in with that very thin side. They had it all clamped down to wood and whatnot. I don't know whether it was cracked before they even brought it in or I would imagine they cracked it as they were putting it in. The crack was in front of the sink, the 3-4 inch strip there. It was cracked all the way through. It was directly in front of the sink. They had kind of 1/8 of an inch or 1/16 of an inch epoxy sealing that whole crack. It was very noticeable. I would've been staring at that everyday for the rest of my life. That's maybe a little bit of an exaggeration but I was frustrated with that. They were decent about getting it replaced. Once I went to the owners and told them they had to fix this, they fixed it. The problem was they just didn't communicate with me that they were going to take care of things. They did say they were sorry they cracked it or anything. Nothing at all. I sent them an email saying what I expected that needed to be done. A week went by. I sent them another email. They came back and said they got a new piece of granite and it was in production and they'd be calling you soon to install it. I was like okay that would've been great to let me know that weeks ago. Let me know where we're at in the process and say sorry about that we'll take care of it. That's all. It takes ten seconds to bang that email out and send it off. They're just really, really poor communicative. So they fixed it. It took them a few weeks. I'm totally fine with the few weeks. That didn't even bother me. As long as they tell me "Hey, listen. It's going to take a few weeks. This is what's going on. This is the process. This is the time frame. Sorry about that. We'll take care of it." Again, that's fine. The three weeks didn't bother me. It was the three weeks of being in the dark. Then when they came back to install it because I'd expressed some dissatisfaction in their poor communication skills, then one of the owners came out with the installers. I think it was a personality issue to be quite honest but he was just very unhelpful. They didn't get in and come to my wife and say, "Hey, we got it back in. Why don't you come have a look. Want you to be really happy. How's does everything look? Great. Okay. Perfect." I called my wife and told her not to pay them the other 50% until I come and see it. I wanted to make sure I'm happy with the product. While I was at work, he wouldn't leave. He was badgering my wife to get paid. Saying she'd seen it and your husband don't need to see it. She ended up calling me and putting me on the phone with him. I told him I wasn't paying him until I see it. I told him to get out of my house and stop hassling my wife for money. I told him he could come back that night and I'd pay him the remainder. Anyways, he finally left. I came home. It was fine. It scratched the cabinet in one place but I'm like okay whatever. I was just going to pay him and be done with it. So I dropped a check in the mail and we're pretty much done with it. I sent him an email actually that day and I said, "Listen, the job looks fine. I'll pay you the full amount. You're welcome to come by and get it when I'm home from work or I'll send you a check in the mail. I do not want you coming up and getting it from my wife because I don't want her subjected to the same rudeness that you subjected her to yesterday." He said, "Call me. I'm confused about that. He was trying to say, 'well I wasn't rude to your wife.' I was like, 'listen man, you were and maybe you didn't realize it because it's your personality but you were." Simple things. Right? They sealed it and when you set a wet cup down on the counter and then move the cup a couple of minutes later, there's this dark ring where the rock has soaked up the water. So we were confused by that. We've not had granite before. I told her to ask him about it. So she asked him. He was talking to her like she was an imbecile. He told her it was a poriferous stone and it's porous. She asked him don't you seal that and it prevents it from soaking stuff up. He said every piece of rock acts differently and we can't tell you how to take care of every different piece of rock, why don't you go to google and look it up? My wife was like, "Are you kidding me? You're the countertop people, that's what you do." She went to Walmart and bought some sealer, sealed it herself, and it's fine now. These guys were just completely unprofessional. I bet those guys get zero referrals business. They must just rely on new business. We get the Hometown Values magazine that comes out. That's where we found their flyer. I'm not the type of person that's vindictive. I'm don't want to give a bad review. I just want people to know that I would pay a little bit more if it comes down to cost because these guys were very unprofessional.