José1990 from Ottawa

In January 2015, we purchased granite countertops for our new kitchen. At first everything went well our sales person (I will not mention her name because I don’t think she is at fault here), she was very professional and kind, they told us to go and visit a few granite wholesalers and we stopped our decision with Center Stone. About a week later we were called to view the slab before cutting, and then they told us that they would contact us with regards to the installation date. It was done in a timely manner. At the installation we noticed a cutting mistake they cut an ogee edge where it was to be a straight cut against a cabinet. I called them and sent pictures they confirmed that it was a cutting mistake and agreed to fix the problem, they then called us to give us 3 options: 1. They would replace the whole counter top, 2. They would make a cut and glue a piece with a straight edge, 3. They offered us $400 to keep it the way it is, which I believe it’s shameful after spending over $6,000. It was never a question of money for us. Meanwhile our kitchen renovation was at a stall. It took another 5 weeks before the counter tops were replaced. During that time my calls to the owner were never answered. They would take my name and tell me that he was not available and would call me as soon as possible. To this day I am still waiting. At one point they had our granite slab at the shop for at least 2 weeks, but for some reason, they did not contact us to view it. I believe it was a stall tactic, and I was very frustrated. They even told the granite wholesaler Center Stone not to talk to us directly we would have to go through Emerald Tile for informations! Because of this delay our kitchen renovation took almost 11 weeks to be completed, instead of 6 to 7 weeks. It took a toll in all of my family. Emerald Tile and Marble is an extremely frustrating company to deal with when there is problems. I personally think it’s the ownership that has a lack of leadership and respect for people like me that put our trust in companies like Emerald Tile and Marble. We put our money and faith in you and you disappoint us. There is an absence of communication between sales and production, and the employees seem to be in an unfortunate situation stuck in a rut. However, our last installer was very knowledgeable and they should certainly have more installers like him.

Sean was recommended by the fireplace contractor we hired. He built a custom mantle for us. Sean was very helpful in the design of the mantle taken from a picture that we had seen in a magazine, we are very satisfied with the work Sean did, he is very professional and easy to work guy, he always tried to accommodate my wife and I even on weekends. He's very conscientious and was always quick to reply to calls or emails. Sean completed the project in a tight schedule 1 week after final measurements were taken. I would recommend his services anytime. Thank you Sean. José and Lucia