I really wanted to be able to give this family-run business five stars, but I have been frustrated…read morefrom early on. Communication is so important through home renovations and their communication (mostly with-in the office) was horrible! They were quick to respond initially, then they sent the invoice for the down payment and once it was paid, communication was very rough.
In addition, while the installers were very nice, they were messy. They didn't do anything to protect my floors from their shoes or equipment. They used my brand new glass top stove as a workstation; a place to set their tools and the counter glue, until I noticed (thankfully) and asked them to NOT to put their stuff on it.
Also, they didn't send enough guys to get the slab safely up my stairs (although they were aware of my entryway situation from pictures I sent, as well as picture from the guy who came to make the template). The lack of muscle also became an issue when they placed the slab, crushing a corner of my wall that then needed to be repaired. Several more guys came after the counter was inside and in place. They were too late to be helpful, but all took turns in my bathroom (totally don't mind people using my bathroom usually, that's why it is there), but the toilet was covered in grown-man pee and so I also got to clean that up once they were gone. So gross.
Another issue that arose during install, they installed large thick supports on one end rather than a temporary support as discussed, where I was having a shelf built in. The owner was here and we discussed the damage and the supports. He did apologize about this miscommunication regarding the supports and offered to come cut them if they made shelf install too difficult. He also said they would deduct the cost of repairs for the corner, however, they didn't reach out to my contractor about this or deduct anything. My contractor built around the supports and repaired my wall.
While the owner was here, I asked him when I would be able to stand on my countertops to decorate above my cabinets and Anthony told me that at no point should I stand on my countertops or they might crack. This should have been information provided to me (without me having to ask), just as information on how to care for quartz countertops. Thankfully Anthony was there when I asked that question about standing on them, because once he left I tried to ask some questions about cleaning them, but the two guys that remained had a little trouble communicating and only tried to show me a cleaner they use. They could not tell me if the cleaners that I have are OK and did not explain anything about how heat would affect them. It would've been nice to have some information on how to care for them. I had to get information from friends and family that had recently had quartz installed. Their installers had gone over care details with them, which just makes sense and should be standard practice.
In the days following installation, I emailed the office to ask if they would be charging my original payment or sending me a new invoice to pay with a different card. I asked them to not charge the original payment and to give me an opportunity to change the way I paid for the remaining balance. I also mentioned the damage again. I never heard back from them (to this day, a month later). I did a follow up email a few days afterwards and never heard back regarding that one either. I thought perhaps the delay in sending out an invoice had to do with my wall repair cost, but there was no communication about this. I did not receive an email with an invoice until weeks after install, when I was three days past due. It mentioned that I would be charged late fees and legal cost if not paid immediately. It also claimed that they had contacted me in a previous email and that this was not their first attempt to get paid. I went back and searched my emails and I had not received any invoice or correspondence since before the work was done (down payment) and that one had been paid. Not only had they not responded to my two emails, or contacted me in regards to the damages, but they were also threatening me with additional costs for not paying a bill that was never sent. I immediately paid the full amount (though it did not have any adjustments for damages), because I am not one who likes having late fees; I don't have extra money laying around for that. However, I am very disappointed with their poor communication and did not feel as if I was a valued customer at any point during the process.
I did inform my contractor of all the above issues, as he had referred me to them after using them once before. My contractor will definitely reconsider referring them in the future.
I am happy with my countertops and the installation, but I think I could have found that, plus some better communication if I had gone elsewhere.
