NU ELEGANCE INC

The original installation was OK. Some poor templating necessitated an emergency alteration of the island countertop, but it was right the second time. It looked beautiful, and our kitchen won an award. Things were fine for a few years. Fast forward to 2009. The undermount sink came disconnected from the granite countertop. I called and spoke to Mary, who asked me to email the details and she would get back to me with a service date. I did. No response. I called a few days later, Mary said she never received the email, and I should try a different address. I did. No response. I called again, and Mary said John was in charge of scheduling, and she would have him call me back. I never got the call back. I called again. Same thing. I called again. Keep in mind that by this time, two weeks have gone by, and every contact has been initiated by me. I finally got to speak with John, who said he had been to busy to do the warranty work. I suggested that he could at least have contacted me to tell me that. He said, and I quote, "It's not like you're our best customer. We have only done one job with you." I must have heard wrong. He didn't really say that, did he? Did he just tell me that I was not an important enough customer to even give the courtesy of a return call? Wow. If Angies List has a page of shame for crappy customer service, I want to nominate this guy. John did agree to get out "by the end of the week" and take care of the problem (this is Monday). I asked for a call on Wednesday so I could arrange for somebody to be home. Wednesday. Think I got a call? Of course not. I called. Mary said John wasn't available. She would have him call me Thursday. I said OK, but I need to make plans, so if the work isn't happening Thursday, I need to plan for Friday. I asked that John call and confirm. Thursday. Think I got a call? Of course not. My last call was to another granite countertop company, whom I have now hired to come in and fix work that Nu Elegance refuses to stand behind. My advice to anybody who considers doing work with Nu Elegance is this: You'd better hope that nothing goes wrong, because their warranty is worthless.

Not too well! I was not sure where to put the hole for the hot water dispenser. I showed the installer (one of the owners) the dispenser, he suggested a location and drilled the hole. When the plumber came he pointed out that the handle on the dispenser would not work if it was put in the hole. I did some research and found that none of the standard hot water dispensers would work with the hole in the location they suggested. I asked them to come and drill another hole and suggested that a plumber could put a vent in the existing hole and no one would notice the mistake. I thought this was a compromise. They refused to come so now I have a vent in the hole in the counter and no hot water dispenser.