Kitchen & Bath - Silestone counter tops
We just thought our experience with Centerline Stone was worth sharing with other potential clients.
Installers arrived the 1st time without an edge on the countertop at all. In their own installers words "sharp enough to cut your cloths on it". Upon review, all paperwork provided to Centerline Stone noted the proper edge that we ordered.
Back they went to Toronto and rushed to put the finishing edge they were supposed to on it. Came back in two hours (Friday afternoon before the long weekend) Wow that was fast? Installed it on their second visit with visible scrape marks all around the edges from manually edging it in a rush I guess. Seams/joints were crooked, grinder/saw gouge into the edge at main kitchen entrance (maybe our back splash will hide it), strip behind the stove was glued in place twisted, wrong measurement to allow our brand new slide in stove to fit in, the bath faucet holes were off by 1/2 inch and the backsplash was crooked by over ¾ of an inch... Also gobs of visible silicon around the under mount sink and on counter tops.
On the third try they came back broke the seams apart chipped the joints (filled them with glue/silicone?) to properly cut opening for stove, still have the cut in the edge at main entrance (still hoping the back splash will hide it), cut a ½ inch notch around door jam to compensate for another missed measurement (now the countertop was too long in another section?), made a tap hole in the bathroom bigger to compensate for initial error and silicone everywhere... After removing the backsplash in the bathroom for proper placement, they did not properly glue or silicone the piece to the countertop as we could feel a gap and could slide paper under it. Obviously not sealed to prevent water from going underneath? Upon noting this, the other side was checked and it also was not sealed properly. This process should be pretty standard. We as homeowners are not professionals in this business and this is what we could find just visually. So what else is hidden and not done right and will be found at a later date, when we have water damage in unsuspected places.
Ok that’s enough! Three times and there out. We had to tear out the kitchen counter mess they left us with and contracted another company with a proven track record of quality product, installations and customer satisfaction.
Unfortunately Centerline was paid in full upon the first visit by our contractor. We wrote the owners a letter expressing our dissatisfaction and disappointment with out regard or reply... They have our money in hand, “who cares” I guess...
IMO and from our experience a “90 mile an hour” company with little focus on neither quality nor Customer satisfaction. Meanwhile we wait another 2 weeks for our quality installed counter top. Thanks guys?
- Approximate cost of services:
- $5,000.00
- What could this company do to improve their services?
- Focus on quality and as a result Customer satisfaction. A positive reputation will certainly result.
- Any advice to offer fellow homeowners facing a similar project?
- Use someone else until this company changes their mission/vission principals.
- Company Response
We apologized when we acknowledged that the edge was incorrect. We drove over a hundred Km back to our shop and had the countertop corrected before 11am. We determined that we had time to drive back and install the top before the long weekend hoping that the Customer would appreciate our efforts to resolve the issue. The counter was re-installed and the cabinet Company Owner approved the quality of the install and issued the final payment. It is unfortunate that the customer found the time to degrade our Quality of work. Centerline Stone takes pride in resolving Customer issues. We will do it right always.It seem to us that the Customer expected the seam to disappear. This will never happen when dealing with stone. Centerline did not install the Bathrooms. Someone else obviously did through his contractor. We at Centerline are obviously disappointed that this review was negative