Valley Countertops Ind. Ltd.

We had our kitchen renovated through Home Depot, and Valley Countertops was subcontracted to do the counters. The person who came to do the measurements located the hole for the faucet in the wrong place. It was pre-drilled at the factory in the place where the soap dispenser would have gone if we had wanted one (which we didn't). This put the faucet too close to the front of the counter. Valley took no responsibility for the error, saying we had signed off on the technical drawing. (Reading technical drawings measured in millimetres is not something the average person has experience in.) We have an undermounted sink, and the cutout not even, which means the reveal isn't consistent. Also, the installer left gaps in the silicone seal around the edges where debris can collect. We were very unhappy with the result.

Oct 29, 2014 placed special order with Home Depot for our kitchen renovation...new cabinets, countertops...everything, we gutted the whole kitchen. All went wrong from the get go. Cabinets took 7 weeks to get to us. We installed cabinets in 1 day and Valley Countertops were called the same day to book appointment for measurements. They were busy and couldn't come measure till Dec 17, 2014. Guess what, some mix up on their end and they missed their own appointment that they booked with us. They couldn't re-book appointment till Jan 7, 2015!! Too busy and close over Christmas. Told us they would put a rush on the job. Our countertop was finally installed on Feb 10, 2015. The installers were great and the countertop looked wonderful...BUT on Oct 30, 2015 we noticed a crack in the new countertop. We reported it to Home Depot and they contacted Valley Countertops. It took Valley Countertop till Nov 17, 2015 to come out and take a look. Now apparently they put in a warranty claim to the manufacturer thru their Resolutions Dept and we are still waiting to hear something. Trina at Valley Countertops has responded to our emails in a timely fashion, but has no info for us. She says it can take a long time for the manufacturer to make a decision. It's now Dec 14, 2015 almost one month and still no decision! I find this ridiculous!! A month for the manufacturer to decide whether or not their cracked countertop falls under their warranty. Give me a break! You can make a decision in minutes in my opinion. I'm sure they are dragging this out so that the 1 year warranty expires!!! My opinion is stay away from Home Depot and their suppliers/manufacturers!! We have learned our lesson, lower price means lower quality!!!

The quotes kept in getting bigger & bigger everytime I had a question. I found VCR so ridiculous to deal with that I just cancelled my whole order to avoid dealing with them & Home Depot, I didn't even care about the $300 in measurement fees I'll never see again.

Valley Countertops are the contractor Home Depot uses when you buy countertops through them. We purchased a Silestone countertop to accomodate an undermount sink for our bathroom.
V.C. came out to do the measurement about 2-3 weeks after we booked it through Home Depot, which was fine. Another 3-4 weeks later we finally got the call that they were ready to install. They weren't available to book anything until 2-3 weeks out, so plenty of waiting was going on here.
For the actual installation, I can't imagine a less qualified pair of installers. First they tromped through the house with their muddy boots on (without asking permission). V.C. claims it is a safety requirement in their contract with Home Depot. (My suggestion to our customer service rep was that they use slip-on boot covers if they installers aren't allowed to take their boots off!). The installers then proceeded to drill the holes into the countertop in the WRONG place: IE the two faucet handle holes were not evenly spaced from the center faucet hole. (The right hole was 1" futher away than the left hole). They also did the absolute sloppiest job of gluing the undermount sink on, with dried glue hanging down from the underside of the countertop, and glue all over the bottom of our new sink! Finally, they did NOT silicone the rim of the sink to the countertop, meaning the sink would have A) Leaked into our new cabinet and B) Fallen down the first time we filled the sink with water (despite the copious glue everywhere).

Anyway, VC has sent out a more experienced installer to try and "fix" the issues: They have redrilled the holes so that they are more evenly spaced, and they have reinstalled the sink with proper silicone.

The only good thing in this whole experience was that our customer service rep (Trina) actually returned phone calls and messages (not that you can reach her on the first try...she must be busy fielding angry customer calls). Otherwise, this is one of the worst companies I've dealt with, and I've just finished building a new house, acting as the GC for the entire project.
I should know better than to use a box store (Home Depot in this case, but really pick your box store and you will get the same headaches) for anything that requires installation. I should know, because I used to work for Totem Building Supplies (now Rona), and we had the same issues. You always get the worst contractors doing the installations for the box stores, because any contractor worth their salt stays away from the box stores.

SUMMARY: STAY AWAY FROM VALLEY COUNTERTOPS, STAY AWAY FROM HOME DEPOT INSTALLATIONS

On March 25,2014 Valley Countertop installed the granite countertop with 2 cracked on 2 pieces. I asked the installer why the shop or whoever don't inspected first b4 deliver to my house. The installer didn't aware it was cracked because it already load onto their @ the morning. I been waited for more than 4 weeks I got the "cracked" pieces. The installer said it might take up to 2 weeks to get a new pieces be made. I'm thinking for real??? So, I called my sale person, no answer & i left a message. Waited no call from him. So , I called the office it's all
answering machine & left a message . Same time my husband email the sale person. Anyway, he said will back with information & the office will contact your wife later on. Later, the staff from the office called: " she said the new is in a process of making a new pieces" & " I asked do you know the roughly estimated when is ready to be install?" "She doesn't know when is ready & who will responsible to install the plumbing 2nd time" . She said I only got a message said what I have to said & we will call you when is ready to reinstall again. Next day they called the new pieces ready & will coming to install next Tuesday & the crew will responsible to remove the plumbing &
reinstall back.
On Tuesday, April 1, 2014. The install Crew arrived but didn't get any message plumbing. Anyway, we already hired someone to do all the new plumbing & remove the plumbing because I have a feeling they will not sent a plumber out. The installer call the office & no message for the plumbing. I told him that a girl name who promised the company will look after the 2nd time plumbing .They still didn't get back to the installer but the office ask him to confirm my credit card & more worry about the credit number to be charge. The major plumbing part are already finish. I told them if the crew have no confidence @ this plumbing job. I want a plumber who are familiar. The senior installer offer to put reinstall the part. While the installer put the part together. Guess to call??!!! The sale person called : "we cannot install the plumbing stuff for you??!!!" I was thinking what kind of the service??After they left I hired a plumber to check it again.
I have a really bad experience with the Valley Countertop. The staffs do not communicate to each or whatever they are doing. Whoever want to get countertop done please stay away valley countertop. We got referral to go with valley countertop. Valley countertops did give us alot hassle. I also heard from fews people after I got my done that they done a very bad. I will go somewhere for my other 3 bathroom countertop.

The company rep can to the house to do an estimate, ensure that the order reflected what we had requested and offered another suggestion for the color of the quartz that might match the kitchen décor better. They were professional, polite and friendly and explained all the details to us. When they returned a few weeks later for the installation, they arrived on time, with all the equipment and materials required and completed the job within the timeframe they had estimated. We were ecstatic with the excellent results. They cleaned up the work site and took any of the waste away with them. We were so happy with them that a year later we ordered another quartz countertop to complete the rest of the kitchen. Second time around we found that the service was exactly the same if not better.

From errors in the measurement to somewhat uncomplicated pieces being fabricated incorrectly, to weeks late on estimated time of installation, this was not a good experience. Customer service is horrid; phone calls not returned is the norm.

Very unhappy. 2 totally different slabs were delivered today to my home. The one I order and the other piece was completely a different color. Delivery guys agreed they are not the same colour. When I tried to get some answers from Valley Countertops I was brushed off even by the manager Brian not sure what is going to happen but if you are thinking of getting granite countertops from Valley Countertop or Home Depot....I wouldn't. Terrible service and product. Very disappointing!!!! And I waited 7 weeks.

My countertops were replaced with Silestone counters by Valley, in August 2009. 2 years later, I noticed gaps in one of the seams. I approached the local Nanaimo office which had installed these and asked them to look at it as I didn't feel this was normal. They suggested I have a seam specialist fix it for me. They wouldn't take responsibility for it. Since it wasn't too expensive I didn't worry about it. Since then, that seam once again, has gaps in it, the counter moves when pushed upon, the sink has dropped and there are gaps in the silicone in other places. I've approached the Head Office in Abbotsford, written detailed e-mails with photographs, to no avail. They didn't respond directly to me, just to their Nanaimo office and asked them to let me know they wouldn't cover the repairs. I feel that the business is unethical. They did a poor job of installation and won't take responsibility for it.

I am always willing to pay extra for the comfort of quality work. Mat painted the inside and outside of our house. The prep work was extensive and thorough and Mat has really great customer service and an ability to listen. I really enjoyed having the work done by him. He was very flexible as we had trouble deciding on a colour. his painters came to the worksite on time and cleaning up was always done each day. Cans were recycled and Matt did some of the painting too. If not he always checked on the project We used top of the line paint which increased the cost. bernadette