We hired Stone Masters to install our kitchen counters. They were slightly less in price than a well known national supplier and after talking with the owner and being assured that he would stand behind his work 100% and reading reviews here, we were sold.
The specific sink our designer wanted was made in Toronto, by a company that Stone Masters did not use. Because they were a “wholesaler” they would only sell to our sink directly to Stone Masters.
Fair enough, we asked Stone Masters to order for us. Because we had already visited the sink manufacturer, we knew the wholesale price for the sink.
Stone Masters ordered the sink for us, but charged us a 15% premium. I wasn’t pleased, but it was understandable, I guess. What I found more troubling was that the owner insisted it was not a markup, but that was what he was charged. As I verified later this was not true. I hate when people are not forthright with me. It is almost always a reflection of character, and a foreshadowing of worse to come. It was.
The sink was delivered to Stone Masters’ factory for measuring in order to cut out the counter. It remained there for two weeks while Stone Masters experienced some minor delays in backorder of our counter. (We were later to find out the product had been discontinued.) Eventually the product arrived and installation began.
The installation was completed quickly (a day) and was done professionally, fit well and looked very nice.
Then the problem… upon finishing the installation, Stone Masters' installers filled the sink with water and the sink began to leak. The installer said this was a first in his many years as an installer and that I would need to speak to the owner. Unfortunately he was not in that evening, but would be available the next day.
The next day, I called Stone Masters, and they said that since the sink supplier was my choice. They would take no responsibility for the matter. I called the sink manufacturer, they said they would be pleased to address the issue, but since they sold the sink to Stone Masters, they needed Stone Masters to call them. I called Stone Masters and asked the owner to speak to the sink supplier. He said that he would prefer not to get involved. Back and forth this went, with Stone Masters eventually agreeing finally to “send someone over to take a look at it” for $100.00! If the sink did need replacing they would do it, but there would be an additional charge. As well they would accept no responsibility if the countertop broke while removing/replacing the sink.
Long story short, the sink manufacturer sent a rep over. He showed me (under magnification) the source of the leak. It was very obvious, that the damage had been caused by a drop, and from the presence of stone in the scratch, it was rather obvious, it had been dropped by Stone Masters at their facility.
Despite this, Stone Masters refused any responsibility whatsoever in the matter. Fortunately for me, the sink manufacturer repaired the sink at no cost.
I was very pleased that the sink maker stood behind their product, even though it was quite clear the problem was not their fault. I cannot say the same for Stone Masters.
If there are no glitches Stone Masters may be great. The finished install (aside from the sink leak) was professional and well done.
However, if something goes wrong, you are likely to be left “high and Dry” or in our case wet… My advice? It may cost slightly more, but go with an installer that who will stand behind you. Despite a promise to, Stone Masters and the owner didn’t come through when it counted.
