BUYER BEWARE -- A RESOUNDING THEME!
Granite we had installed…read morein our basement bar area merely separated on the slab seam due to a faulty epoxy mix as did our outdoor bar area - common theme? The granite has separated and they NEVER came back to repair their own work! Since we didn't use the basement bar, but maybe twice a year, not a big deal. The repair for the basement bar has been requested since February 2016, requested again in June 2016, and about every 3-4 months since then! Growing rather TIRED of trying to get the repair complete since 2016, I made concerted effort to contact the owner, Patricia, at least a dozen times since July 2021 telephonically, text, and email. Messages left with staff NEVERgot back to Patricia or she was ignoring me. Every time you call about an issue, it appears to be forgotten by her or her staff.
I finally had to stop in the showroom and found her there about a week ago. Patricia informed me that her staff had given me a message when they hadn't. I asked her if she wanted to check the phone record. Once again, I had to tell her what my issue was and she said she would take care of it. She stated she no longer does the installs, she subcontracts the install work. Our entire home has granite purchased from Elite from the time they first began growing their business. She has received at least 12 kitchen or bathroom installs from referrals given to her from my wife's business.
When we began our relationship in 2008, she and her then husband stated, "If you ever have an issue, just contact us and we will take care of it!" Because they were new growing their business, we were understanding. However, it is no different today. ALWAYS an excuse for not getting a job done! I'm "out of office", "Can I reschedule?", "Not enough fabricators", "Not enough installers", "Forgot your appointment", "My car had to get repaired", etc. It's like a teacher asking the student where his/her homework is and the kid replies "my dog ate it"! Calling within less than an hour prior to the job to inform you they are not coming that day! They ask for measurements and pics and end up losing them! Completely UNACCEPTABLE!
After calling her installer, she calls me back and states there will be a charge of $125. I guess this is what she considers "taking care of it"! I stated, "I am not paying for a faulty install repair". Patricia does not want to be responsible, she lacks attention to detail, she lacks business honesty and integrity, and does not understand how to run her business and take care of her customers
I guess we'll have to get someone else to repair the work and job Patricia should have completed. Even though she may have a decent price, that is not all you need to know and have concerns about! Just know that if you decide to purchase, it most likely won't be satisfactory and you will spend an inordinate amount of time and other resources to get it correct!