Moscone Marble & Granite

We were chosen by a client to revamp the hardscaping in their backyard. Along with the hardscaping, our clients asked us to design and build an outdoor kitchen for them. On a recommendation of a fellow contractor we visited Moscone Tile to acquire preliminary pricing for the large counter and bar tops for the kitchen. We were met by Suzy the floor manager who provided a tour of their facility, an explanation of their service and general pricing. We immediately felt comfortable dealing with Suzy and knew that we could confidently bring our clients to Moscone to select the stone they wanted and that they would be in good hands. We couldn't have been more right. Suzy was very patient and provided her expert opinions when requested.
Once a stone was chosen, Fab came to measure up the areas and provided us some great design recommendations that we ended up incorporating. He returned to remeasure after we made a couple of changes and our order was now in cue. Suzy followed up by providing an install date and final cost. Within a two weeks Gabriel and his team arrived to supply and install the counter and bar tops. Gabriel was very pleasant to communicate with and it was very evident from the very start that his number one concern was ensuring the perfect installation of the chosen granite. The outside kitchen was temporarily enclosed by tarps and heated to protect against the frigid temperatures on the installation date. Even under these less than favorable conditions, Gabriel and his staff worked diligently until 10PM to perform and complete a perfect installation. Suzy followed up to ensure that all went well. Without hesitation, we highly recommend Moscone Tile and we will definitely be entrusting our clients to them in the future. Marcelo and Raffy.

Our experience with Mascone Tile was terrible. After choosing our stone, and tagging our chosen slab, we were led to a computer to see and select the side of the slab we wanted to use for our vanity top. We were given a computer generated picture of the stone so we could match our vanity and wall paper.
We were told 3-4 weeks for delivery. After coming to measure, no one called to confirm a delivery time, no one returned phone messages and we had to go back to the showroom in order to speak to someone to get an answer. We were then told it would be 4-5 weeks. Mascone finally came and installed a vanity top, but it was not the one that we chose and it was full of pit marks! We had to call several times before anyone called us back. We were told that there is nothing in the contract that states we get the stone that we chose. We asked to speak to the owner and were told that they would not speak to us.
This company did not provide us with any service, nor did they deliver the product that we ordered and paid for.
There are many tile and granite places in the neighbourhood, go elsewhere!

Endless delays, poor workmanship and attitude from staff. My designer took me to Moscone and I will never forgive him for that. We purchased 2 beautiful, expensive slabs that arrived with 1 scratch and a chip in a corner and the seems look awful. Everyone who comes into my kitchen questions why they did such a crummy job with the seems. When a manager came out, he claimed that we were over reacting about the defects simply out of anger that the job was delayed. Also, after the order was placed I received 2 emails indicating that they had quoted the wrong price and they needed more money. We were out of the country when this all happened without internet so the 5 weeks it takes to process the order was delayed by 2 more weeks. I am now looking for a granite installer to repair the seems.

Should have known when I bought the slabs. Anniversary sale was on, not allowed to hold slabs for 2 weeks per industry standard. Had to pay deposit straight away, I was fine with that because I did like them. Horrific customer service after deposits were paid. Vanities turned out costing more even when remnant pieces were used. Salesperson inexperienced, a couple of final products did not deliver as promised even layouts were signed off and design intent was clearly identified and understood by front of house and back of house staff at Moscone. Inconsistent explanations were given when questioned. Worst of all, I was not aware of the added costs until I checked my visa statements.

I never right reviews but I'm completely impressed by the service I got through Moscone. We're doing a whole house reno and I've been dealing with alot of businesses and trades people. Needless to say, there have been a number of disappointments along the way. I first went to Moscone for our bathroom tile. The sales person was very helpful with ideas. So when it came time for a kitchen counter, I decided to use Moscone. I was told (actually by 2 different sales associates) that it would take about four weeks to install from the time the measurements are made. Which made sense to me because you can't start making something without the exact measurements. They arranged a measure within a few days of putting down the deposit. Exactly 17 days later, the countertop was installed. The installers were very courteous, laying down tarps on the floors despite them being messy anyways from the reno. They were meticulous in how the installed the countertop and consulted me. (i.e. the wall was slightly crooked so they asked if I wanted the drywall trimmed for a better fit. Now, you can't tell that the drywall was trimmed and the counter is fitting snuggly against the wall). When they were done, they wiped the counter clean, swept and "shopvac"ed the area eventhough I told them they didn't have to.

We just had new kitchen granite counter tops (24') plus a centre island (38"x72") installed by Moscone. (Also there were 2 other granite pieces made for other areas). Being in the renovations business in past years I am very familiar with what is good work as opposed to work that looks good. From the time Moscone showed up to measure the items required, right through to the final wipe down of the installed pieces, I was very impressed at every stage. Not only was the measurer detailed, as they should be, but his suggestions and ideas worked out much better in the end - this was something not required of them but showed their commitment to quality and level of expertise. The installers were very careful not to mess up the house and were meticulous in detail for doing the "right" job.

Having said this, I would not use or entertain the idea of using any other Granite company out there.

We went to Moscone to confirm our choice of countertops for our bathrooms. Originally it was a bad experience with the salesperson in regards to customer service at the office, but it was a Saturday and she may have been busy.

Overall the installation of what we chose was completed very efficiently and our countertops look fabulous!!

I recently had a granite counter top installed in my home by Moscone. From the time they came to estimate the job through to the installation, I was extremely pleased. They were punctual with appointments and delivery dates. The overall product looks better than I expected. Aside from the fact that I think I got a very reasonable price, their professionalism, cleanliness in insallation, workmanship and meticulous attention to detail was impressive. I would highly recommend their services, and am extremely pleased.

We signed a contract with Moscone Tile on January 15, 2010. While their quote was not the lowest we had received, we opted to sign with them as the timelines (as stated verbally to us) seemed reasonable and the quality of their workmanship appeared to be high. A week and a half after we signed our contract the site measure was conducted. All went well to this point.

From there, everything went down hill. Where the company fails miserably is on both their internal/external communication processes and their customer service commitments.

On February 16th (almost 3 weeks from the date of the site measure) we contacted Moscone Tile to determine if an installation date could be provided to us. We had gone ahead and removed the existing countertops, etc. in anticipation of the countertops being installed. The response to my e-mail was surprising…we were told that their timeframe for installation is 3 – 4 weeks from SITE MEASURE and that I should review my quote and contract. Upon their recommendation, we reviewed the contract and found no mention of an installation date but did find “install 3 weeks from site measure date” on their initial quote (based on this information, an installation date should have been February 17th.). When we pointed this out to our sales rep. he told us that the earliest he could provide an installation date would be Friday, February 19th. On the 18th, we received an e-mail advising us that the installation would be “some time in the first week of March”. This e-mail also contained a correspondence between our sales rep and the fabricating department where our sale rep questioned why we weren’t on the list for an installation the week of Feb 22nd. The response from the fabricating department was that we were responsible for the delay as we questioned something (we had sent an e-mail asking for clarification of the site measure dimensions of our kitchen island). How this was interpreted by them as a change or possible modification is confusing, as we never advised them of such nor did they ask. All we were doing was confirming their measurements so we could cut a piece of wood to use as support under the granite.

After not getting what we felt was a reasonable explanation or timeframe, we opted to visit the showroom to discuss these issues with a manager. After the manager again tried to blame us for the delay (thankfully we maintained a record of our e-mail correspondence), the first and only apology was offered and two solutions presented...1) we could still move forward with the order and have the countertops installed on March 2, with a token cutting board thrown in for our troubles; or 2) get a full refund of our $4000 deposit (our order was $8000). Finding it odd that they would offer a refund, we inquired as to whether the fabrication of the countertops had actually begun and were told that it was “being done the following day”.

We opted for a refund and left with the feeling that Moscone didn’t really value our patronage.

In summary, my recommendation to anyone doing business with this company is 2 things:
1) ensure you get EVERYTHING in writing (on your contract).
2) Make sure you follow up with them regularly

This is a reply to Moscone's Tiles response.
1) Our site measure was conducted January 27th. There is no mention of timeframes on the contract, however our estimate clearly states "install 3 weeks from site measure date". This would take me to Feb 17th.
2) The company's response states that they provided us with an installation date of Feb 22....below is the correspondance from Moscone which clearly details a different install date than stated.

From: Ian Cox <ian>
To:
Sent: Thu, February 18, 2010 3:24:40 PM
Subject: Install

Jim,

Please review the timeline of correspondence with your counter top. Anthony has you scheduled for first week of March install.

Ian

Moscone Tile | Moscone Marble

8830 Jane St., Vaughan ON

L4K 2M9

Just thought I'd clear up things up so there can be no misunderstanding.

T: 905-761-5722 x-303

F: 905-761-5622