BUYER BEWARE. Two of our counters were great, but the problem was our master ensuite. The stone was the exact stone we wanted, and matched our existing shower sill perfectly. They sent a photo to approve before they cut - & here is the problem. The photo is such poor quality there was no way to see there was a vein/crack. This is really inexcusable with todays technology. I would have thought they would have mentioned this before they cut. Unfortunately I could not be there when they installed, or I would have stopped at that point. The counter is a light stone and there was a huge vein, that looks like a crack. It looks sooo bad. I wish I could attach the photos of what they sent to approve & what they installed. I met Mike the owner, and he showed me the slabs. I was looking at the top of the stone where the vein is not even noticable, but the vein got huge at the bottom against the floor, and of course that is the area they cut for my counter. We came to a verbal agreement that if I picked out a new piece in Concord, they would install for cost of $300 to $350. I did not get this in writing - my mistake. My husband & son picked out the same stone in Toronto and went to inspect when it arrived, but the company did not ship the stone they picked, but a badly marked piece. We are starting to think marble companies are not trustworthy, as there is not way we would pick out something this flawed. My husband went back to Concord to another company & picked a new piece. I inspected when it arrived, and it was good. The date is set but now Custom Granite wants $500 to install. Remember I already paid full price for the first inferior piece and feel I'm being very generous offering to pay anything, not to mention our time & expense for two trips into Toronto, and paying a plumber for the second time, and living for over 4 months with an incomplete bathroom. At this point I told Mike I was very disappointed in the customer service, and that I would report on Homestars & BBB & file in small claims. His response, to write a very threatening letter , basically stating they are never wrong and that he would counter sue. I can't believe a company would do this over $200. My advice - STAY AWAY NO CUSTOMER SERVICE and wherever you buy go look at the peice before they cut, because things can change.
- Approximate cost of services:
- $3,500.00