GRANITE & MARBLE EXPRESS

Installers did a great job.

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unknown

Very Bad!  Lots of problems!  
Total granite area was ~ 70 sq ft.  GM&E made 6 different cuts/sections to complete this job.  Way too many sections for that size area.
 In addition, the granite sections when installed had gaps, chips, different color runs, AND were of different depths (I have pictures).  The contractor used resin to fill-in the chips and gaps on the day of installation--looked horrible.  We told the contractor this was unacceptable and he refused to correct the issues.
Luckily, we had used Lowe's in Gainesville, VA, and GM&E was the company Lowe's selected.  When the contractor refused to correct, we went to Lowe's who graciously refunded our total purchase and had the contractor remove the granite from our house.

It took them three weeks to get back to me and never delivered. When I canceled the order and went to a different company my granite was installed within three days.

First major event after obtaining the estimate and putting down a 50% deposit was scheduling a visit to my residence to measure the counters on 5/29/2013.  They called the day before to advise the technicians would be here between 10am-12pm.  I took off from work to come home to meet them, arriving at 10:00am.  They had not yet arrived by 11:45 am, so I called to see what was the problem.  Mo Nikpay told me they had some problem and were trying to reach me but couldn't get ahold of me, then he transferred me to Kim, who provided a somewhat contradictory explanation saying she had only just received an email from the technician advising her that he was delayed at a previous job that took longer than anticipated and would be coming once he finished out in Waldorf, MD.  Waldorf is 40 minutes to an hour away, so It's at least another hour and a half to two hours before I can get back to work--that four hours that it ends up costing me.  The technician arrived at 1:40 pm and finished measuring at 1:52 pm..  If they knew in advance that their technician was having problems, they should have called me so I could appropriately reschedule my departure from the office to meet them.

The rest of the process went much better--they overcame the initial poor showing.  Selection of the stone went without a hitch and installation was on time and within the stated parameters.  If not for the glitch with the initial measurement appointment, I would have rated the overall experience and other factors  higher.  Bottom line-I would use them again and recommend them to friends. 

unknown

This was the worst customer service we?ve ever experienced!  We were having a bathroom remodeled and went to Granite and Marble Express, a Designated Silestone Distributor. 
 We made several trips to their showroom and selected a countertop. We requested a sample of the stone.   It took 3 months, several phone calls and a trip from our contractor before we got a sample.  During that time, the showroom manager, John, always had an excuse. This should have been a warning to us.
 Because of the precise way the counter had to fit, we paid extra for them to come out and measure.  Our contractor was there as well to make sure the measurements were correct including the thickness of the stone.  After notifying us that there would be a slight price adjustment, we confirmed the contract on April 4th and the delivery and installation date by Granite and Marble Express (which was also an extra expense) was set for April 10th.  Tuesday April 10th came and went without delivery and without even a phone call from John.  The plumber and electrician were unable to complete their work and had to be rescheduled.  They had been scheduled to finish their work that day after the counter was installed. Our contractor tried calling John and none of his calls were returned.  Our contractor went out to the showroom and from that point on things just disintegrated.  We were told one story after another over the next few days:   they had the wrong stone, they?d get the stone the next day, they wouldn?t get the stone, we should pick a different stone, etc., etc.  John told us at one point that ?it wasn?t his fault? and blamed the owners.   Finally, on Friday, after we told John that what was happening was a breach of contract, he said he could get the stone and it would be installed on Monday.  They did show up on Monday, 2 hours late.  Our contractor was there, and had to assist the installers; otherwise they would not have been able to bring the stone in themselves.  We were told that Granite & Marble would send us a bill for the balance. We never received a call asking about the installation or apologizing for the entire situation and did not get a bill.  At the end of May, when we got our credit card bill, we saw that Granite & Marble Express had, without our knowledge, charged the balance to our card.  We had put the initial deposit on our credit card so they had that information. Obviously, all they cared about was getting the remaining money; customer satisfaction was not on their agenda.
They caused a week?s delay in our project, and an extra expense for the plumber and electrician who had to be brought out a second time, as well as our contractor?s time, and our considerable aggravation.  Rather than make a good faith gesture of any sort, we just got a sly charge to our credit card. We realize that things can go wrong, but at the very least we should have received a phone call and not been left hanging on the confirmed installation date.  The way they handled the situation was beyond any good business practice.   We would never use this company again and never recommend them!

This was our first real project in the house. I knew nothing about granite beforE all this. Not only were they timely and efficient, their staff was so friendly and helpful on every level. As soon as I showed intererest, I had estimates and plans ready for review. Bahar helped me with my financing and showed me ways to save money while still getting everything I wanted, Puya explained to me all the things I need to keep in mind when selecting granite, and helped me choose the finest quality. The showroom was elaborate and organized-and had samples of many different kinds of granite and marble for us to choose from. The company president, Ali Beheshtin, even came to greet my mother and I in the showroom to make sure all of our needs were being met. Once we chose our granite and layout, scheduling the installation was quick and easy. The installers were careful, clean, and quick - everything was completed in less than a day. Overall, I have no complaints and am very happy.

We contracted with Express through the Lowes in Walkersville, MD. We had been to a number of granite places and this was by far the largest granite collection we have ever seen. They have some of the most exotic granites as well as more popular stones. The entire staff was helpful and patient. The install crew was great. We had a couple concerns that were immediately addressed. If I ever need stone again, this is the only place I will go.

I needed a bathroom vanity top constructed from a remnant piece of granite.  I had visited three other granite providers and was given quotes ranging from $550 to $678.  I had used Granite and Marble Express last year when we had our kitchen remodeled and they did a fantastic job with our countertops. So I decided to make them the last stop on my list...and I wasn't disappointed.  Their selection of remnant granite was at least six times more extensive than any of the other providers, which allowed me to be more selective in choosing my vanity top.  The price beat the other providers hands down, and my top was produced with a week.  I am extremely happy with the results, and will not hesitate to use them again in the future!

Very well. The company's price was within estimates, they were punctual with their schedules, and their representatives and subcontractors were always professional and did not pressure us.

My basement contractor has a relationship with Granite & Marble Express and they were willing to help me in a very tough situation.  

I purchased a beautiful existing kitchen/bar in a showroom for the basement.  The two guys from the showroom that disassembled and delivered it to my home did not know how to handle the large pieces of granite counter top and broke them at the seams. Instead of just patching up the seams, Granite Express took a great deal of time to take the granite pieces to their shop, cut, polish and match the existing edge.  Then, they had to find a perfect granite match for the other end and cut a 2x26 inch strip to fix that mistake from the showroom.  You can't even see a seam...these guys are amazing!  When they found that it was not flushing up against the wall to make a nice finish, they made a beautiful backsplash that absolutely made it gorgeous!  I have to add that they did this at a very reasonable price.  What other granite shop would take someone else's mistake and fix it? And the total turn around time was one week.  I am so grateful to Granite and Marble Express for their willingness to lend their expertise!!  

Now a note about their customer service. From the first contact with Joe, a very professional guy that really knows his granite, I knew this company was different.  He stayed in touch with me consistently thru the time it took to finish this. The next thing I knew, a team of installer's arrived along with Mr. Reza, the Vice President and Mr. Beheshtin, the owner who came to insure me that his company would not allow this to be installed without a proper finish.  WOW!!!  Then, there is Tsoi and WIlliam, the very competent installers that came with a hard working crew of guys and made this mess into a beautiful basement bar!!  

I would not hesitate to use this company for other projects in our new home and I know when friends see the basement they will want Granite & Marble Express' card!!

Good to very good. The salesperson seemed very knowledgeable and was very helpful but was a bit erratic in some follow through causing some minor confusion. They were very responsive to some late changes in measurements and delivered and installed very punctually. Crew did a good job of cleaning up.

The silestone was placed in such an professional manner that NO SEAM shows where they had to join two pieces of Silestone. Fabulous job of installation cost of new installation and hauling away of old was: $4,229.00. This work was completed in 2005. We would give them a solid A in every category to both the other company that sub-contracted and especially to Granite & Marble Express.

The company was very professional and organized from the time we first came in the showroom to the end of the installation. If you can do your own rough measurements, you can even get a ballpark estimate from their website. We brought in drawings and measurements and they gave us a formal estimate in a few minutes. Other vendors took days to provide estimates. We picked the Silestone we liked and signed the contract. They came out to do their measurements several days later and provided the final cost. It was very close to the original estimate. The person they sent out to do the measurements really helped us to figure out the best options for edges and corner radius. It took a little longer to get our install date than we hoped (about 10 days), but not to the point it was a problem. The installers were able to solve unevenness/level problems without any trouble. They were in and out in about three hours. The final result turned out great and we were very pleased with their work.