Diamond Granite and Remodeling

This job has been completed.  The top has been replaced and tile backsplash has been repaired to customers satisfaction on 04/22/2016.  You may follow up with customers if needed.  I called homeowner on that date a confirmed he was happy with the repair and he said "yes" and "thank...

you".  Our guys did not show up on date that we did promise them.  That was our fault but we would never leave a customer unhappy.  Customer had my mobile number and did not call me that day at all.  They just went on and filed a complaint.  I had told them that warranty issues will be take care of and that it would take a little time to get approved by suppliers before we switch out material.  They said they understood.  Guess not.  All in all job is completed and customers are happy with the work.

We have been hired by Mrs. [redacted] on 02/19/2014 to do her refacing of her cabinets in her kitchen.  We were not allowed to start the project until 06/26/2014 because she was not in town.  Tina, sales rep for this job, informed Mrs. [redacted] that this job will be...

completed within a week.  Therefore, Mrs. [redacted] planned on coming in town for 8 days.  The installer we had on the job has completed the work on 07/23/2014. That was two days later than we anticipated.  After the jobwas completed we ([redacted] & Myself) had a walk through (07/30/2014 @ 3:30pm) with the daughter and she had pointed out some of the stuff that they were not happy with and wanted to have us fix.  Things needed to be fixed was the veneer installed had stain that was not applied correctly by the oven and microwave unit, there were some spots of stain on wall & dishwasher and couple scribes that needed to be replaced.  There were other concerns that they had that was brought up and that was with the stain on doors.  They were stating that the stain was not consistent on the door or drawer front.  I have tried to explain to the daughter that's normal for wood to take stain differently and that supplier doesn't know how the wood will take stain until staining it.  Even though it was done by industry standards, I agreed to replace them to make sure they are happy.  Well as a result of that conversation I had agreed, to try to make all my customers happy, to replace the doors and drawer fronts that they did not like even though it was not an issue of workmanship.  I also then scheduled another installer tocome out and address the veneer issue and staining.  I had a painter come out and paint the wall to cover stains and clean the dishwasher panel as well.  I called my supplier and order the stain on this order and the new doors (stained).  We took the stain and applied it to a maple wood sample.  We brought the sample out to the house and visited with the daughter and showed her the sample up against the doors.  She gave us the ok on the stain on 08/22/2014 @ 3:30pm.  Weproceeded with the stain on the veneer.  We scheduled the work to be completed.  We thought everything was fine and done at this point.  We scheduled another walk through with the daughter on 09/22/2014.  This time around the daughter is stating that she is now not happy with the entire job because all the back of doors have tiny little puncture holes.  The puncture holes were needle point holes.  They were puncture holes from supplier.  They needed to hang doors in the air to spray the stain on them.  All the new doors and drawer front we just ordered are still not to their satisfactory.  So again, we reordered the entire kitchen doors and drawers.  We get it installed.   On 11/18/2014 we had the installer go back out and reinstall the new doors.  Mr. & Mrs. [redacted] then comes back in town and we go out to see how they like it and hopefully do some little touch ups and be done.  Well after the doors were installed now they said the veneer was not matching 100%.  I explained to them again that our stain rubbed on with cloth is not going to ever match 100% with doors that are sprayed on by the supplier.  They didn’t want to hear it.  They also told me again about the doors of different shades.  I have brought couple of samples to the house of different types of wood species and the staining of each one and had educated the homeowners that all types of wood takes stain differently and that they will never be 100% consistent in color unless you paint the wood.  They didn't care and didn't believe me.  I asked them to go online and do some research on the wood they picked and how that wood takes stain and if it is guaranteed to be consistent throughout.  They didn't want to.  After we talked that day and went over everything I told them that  I will rip the veneeroff and that I want someone to approve the stain before we stain everything again.  The whole process goes through the daughter again and daughter gave us the ok again and we went ahead and installed it.  Mr. & Mrs. [redacted] came back in town and everything looks horrible again.  I confronted both of them and said that we need to have them stay there while installer is there and make sure everything is done to their liking.  We did do that and everything was done but for couple of doors they did not like.  So they left town with that to be completed.  We ordered the doors and installed them.  Everything was fineuntil we get a call from Mr. [redacted] and said there is a punch list of things to be completed and when we are coming back out.  I told him that I thought we were  done andthey were happy.  Then he told me that there are still stuff to be completed and he blue taped them off.  I asked what it was and he didn’t know.  I sent out installer out to see what is to be done and he called me back saying there was blue tape everywhere and he asked the daughter what all that was for and she  couldn’t answer that for us.   I called Mr. [redacted] and asked him aswell but he could only tell me 3 out of 10 stickers what’s wrong and what needs to be fixed.  I  then told him that I needsomeone to be home to tell us exactly what they want us to repair.  He said he will make it happened.  We show up to the house on  03/09/2015 and theboyfriend of daughter is home only (now again please remember that he is the 4th party now involved with this project).  I introduced  myself.  I told him that weare here to find out what the stickers mean and to fix anything.  He said he doesn’t know anything and that he was just told to open the door and let us inside.  Well the installer and I then just went ahead and tried to figure out what needed to be done and why stickers were placed there since nobody could tell us.  We took couple doors with us because he said 1 door was shinier than the other (or at least that’s what we thought).  We stripped one door of the stain and re-stained to match the other.  Came out exact.  I go back to meet with Mrs. [redacted] when she came back in town on 03/26/2015 and walk in pretty confident that the job was going to be completed and done.  As soon as I walked in she started going at it on why I touched those doors and that there was nothing wrong with it…that the doors about fridge needed touch up and so forth.  At this point I was irritated to be honest and I asked her why nobody was here to tell us what needs to be fixed, what the stickers meant, etc.  There was no talking to her at that point.  I 3 way called Mr. [redacted] and explained everything.  I told them that at this point I have exhausted every solution I could come up with to fix this and make them happy.  I told them that I cant speak with 4 ppl on this project and when 1 approves the other rejects.  I told them that the kitchen looks great.  I am exhausted not being able to come to a solution on this job and that I need one person in charge and only 1 and that’s the only way I could get the job done and need them to be in town so sign off on everything as they approve.  At the end of the conversation on that day I told them that I will credit them the final balance of $2,390.62.  They said fine and I walked out.  Even after thisdate I answered all phone calls and all text messages (which have proof of texts).  I don’t ever leave a job undone or with customers unhappy.  I really justknow what else to do.  After they agreed on me crediting the money to them and have someone else finish it they called me and tried to get me to continue the job and have them hold the money.  I told Mr. [redacted] that we came to an agreement and would like to stick to it.  We finished out talk and again thought it was taken care of and now I’m writing this explanation.  The job we did in that house looks great.  The high gloss they are talking about is on the side of kitchen where the sun hits the panel and you could see more gloss.  It’s the same stain same panel on the other side of kitchen where the sun doesn’t hit and the customers are not complaining about that panel.  I have done everything in my power to make them happy and replaced the doors, drawers and veneers couple times when I was not supposed to.  All I did is to try to make them happy. I have attached photos that I took on 03/26/2015.  Kitchen looks great

[redacted] at Diamond did an excellent job from start to finish. The selections he helped us make look fantastic, both the tile and the granite installed on time and professionally done!

[redacted] guided us through the entire countertop process. He was always available and understood our budget and what we were wanting to accomplish. Every appointment was on time. The granite we selected was not available so we trusted him to pick a substitute and he was right on. The installers ([redacted] & [redacted]) were friendly, helpful, and very neat and clean. They went an extra mile for us by cutting a window ledge piece with left over granite. I highly recommend this company...no high pressure or attempt to up-sell..[redacted] quoted the price within our budget and it was exactly as he described from start to finish..Thank you [redacted] and crew !!

[redacted] and [redacted]

The entire job was messed up from the very beginning. I explained it all in my complaint. Yes they finished the job but it took three (3) months to do a two (2) day job. Very poor customer service in my opinion and I will not refer them to anyone I know.

Had a quartz countertop made and installed

Hole for garbage disposal air switch drilled in wrong location, Drywall damage in four location during installation, seam line installed in wrong location, old countertops not removed from home as promised, none of quartz leftover pieces were given to customer and key to enter house was not returned

We chose Diamond Granite & remodeling to build brand new bathroom cabinets, laundry room, linen closets, and granite countertops! From the first interaction with our sales representative, Tina, we were immediately impressed. She was always very on top of our large project! We were so happy with the outcome we referred them to my brother in law. He was very happy as well. We recently contacted Diamond again to build a brand new cabinet in our master water closet and install granite on niches throughout our home. The gentlemen who came to our house to install were nothing but courteous and efficient. From day one until the end Tina was always very responsive and friendly! The final product is amazing!!! Working with this company was such a pleasure. We will absolutely use them in the future and refer them to other friends and family.

This is not a valid complaint.  I have been in contact with customer the whole time.  I have attached last email that I am in and out of town for the next couple weeks.  I was in town in between travels and I asked Mr. [redacted] when his wife would be home (knowing that she is...

home every Friday early according to our previous conversation trying to schedule the repair).  He said Friday after 1.  I told him that if I don't make it then that when I come back I will call and schedule him.  I go out of town and I get this complaint.  I have attached the email conversation for further viewing.  I also emailed him and told him that the blemishes left from the repair just need to be cleaned off.  We are scheduled to go see him on 10/12/2016 between 4-6pm like I told him that I will schedule after I return.

We wanted new countertops and Alex showed us the benifits of Granite. He helped with the choosing of the granite and followed through when I had a problem stain.

The men who put the counter top in were effeicent and tried to minimize the the dust made.. I found everyone to be courteous and kind, doing little extras, which I appreciated.

From beginning to end our experience with Diamond Granite and Remodeling was a wonderful experience. [redacted] came to our home and from moment one we knew that we were in good hands. He was very professional and pleasant to work with. He was very patient with me through the selection process of our granite slab. Dealing with [redacted] was also wonderful. When I had to go back to select a different slab, they were extremely helpful and courteous having to pull multiple slabs out for my inspection. The one I selected in the end was perfect.
I was impressed with every group of contractors who entered my home. [redacted] and [redacted] were amazing. There skill and problem solving was very impressive. Turns out we had very crocked walls to work with. There finished work was perfect. [redacted] and [redacted] came in with a huge problem to deal with in installing the back splash. Because of the wall problem they had almost a one inch gap to deal with. [redacted], the perfectionist that he is, handled it with no problems. He included me in all the decision making and the end result was just beautiful. I couldn’t be more happy with my new kitchen and bathrooms. [redacted], the owner, and [redacted] were involved with all aspects of the install.
[redacted] has a wonderful group of employees working for him. They were all professional, courteous, pleasant and respectful. My home was left clean and beautiful.
I would recommend this company to anyone. I am now having them replace my Master bedroom floor. I am sure that it will be as well done as the rest of my home.

EXCELLENT WORK DONE RIGHT AND ON TIME.

Diamond Granite and Remodeling is a 5 Star experience.

My journey began with Chris. He was knowledgeable, patient, and always available when I called with my many questions. He set up a schedule which was exact and my remodel was completed on time.

Next came AJ. He carefully measured and then fabricated my counters. They are beautiful, he is a real artist.

Then Felipe and Richard came and worked far into the evening installing and polishing and cleaning up! There was a problem with my island pony wall and they had to retro fit it so the quartz would not crack. My neighbors also had good things to say. While outside at the truck numerous neighbors stopped by to see what was going on. They said that Felipe and Richard were knowledgeable and fun to talk to.

The next day Rene, the plumber, arrived to install my new faucet and stems. Because I chose to keep my sink the new faucet could not be installed. Rene went to lunch, I went to Lowes. Rene came back and installed the "new" new faucet, because he said "I can't leave you without a functioning kitchen".

You cannot go wrong with Diamond Granite and Remodeling. The Team is knowledgeable, professional and fun to work with.

I contacted Diamond Granite to upgrade my kitchen in our winter home. I had some one here within 2 days for an estimate and from there it went smoothly. My husband is a retired home builder but we are from Utah so didn't have any contacts. My salesman actually drove me over to the yard to choose my granite and we had a great experience from start to finish. I would not hesitate to use them again.

Thinking of using Diamond Granite for your kitchen remodeling project? – THINK AGAIN.

Our experience was extremely frustrating, working with the team, from planning to execution.

The salesperson was either late or a non-show for several appointments. When we did meet with him, he was totally unprepared and misinformed on the project that he was heading. When we finally got a sketch, the measurements were incorrect and some were even missing. All we got from the company was – sorry for your troubles, we will speak to the salesperson.

Upon installation, the salesperson neglected to write down that Diamond Granite was responsible for the plumbing, even though it was authorized 2 weeks prior. The installer than advises that there is a plumbing piece missing that we were responsible for purchasing. When the office manager was contacted – all I got was – sorry that the salesperson did not tell you that it is the customer’s responsibility. To top it all off, on that conversation, we argued if the installer could get a $40 part, I would have to pay for his 20 min travel time to Home Depot.

This was a multi-thousand-dollar project and we were arguing over a $40 part that the salesperson forgot to tell us!!!!!!

So sorry Diamond Granite that I need to write this review. Your organization is staffed with people with poor sales customer service skills.

Excellent work on the sink, counter top and backsplash in our bathroom remodel. On time and perfectly accurate with great looks to the ideal completion of our project. Thank you again for the service.

Great company to deal with. Smooth process for doing initial design work and selecting granite slab Excellent customer service - all commitments were met on time. Great price for project. Highly recommended.

We were not satisfied with their work or professionalism. It was schedule for a Saturday, but they were unable to finish until Monday. The caulking was messy, our cabinet was split and the breakfast bar supports were pulled from the drywall. Tonight we discovered they didn't seal the space under the breakfast bar, allowing a gap under the entire bar.

When I sent our salesman an email expressing my concern about how long it was taking, his response only addressed how it put them behind schedule for the week.

Diamond Granite and Remodeling did an excellent job with our granite countertops. Consultant Chris D[redacted] explained the process very well and made the buying experience very enjoyable. He was responsive to all of our questions. The fabrication and installation were outstanding. We couldn't be more pleased.

We had a very, very good experience with Diamond Granite and Remodeling. The appointments were prompt and they walked us through much of the unknown about granite, it's care and what would and would not work best for our kitchen and bath counters. [redacted] actually showed us the granite we ended up getting after seeing a few of the slabs we had picked out.
When we finalized the deal, we were told that day when the countertops would come and everything went like clockwork! We love the granite and our whole experience with them!

Review: On 2/9/2016 we contracted with Diamond Granite and Remodeling to tear out our old counter tops and back splash and install new quart counter tops and a tile back splash. We were to supply the tile for the backsplash and disconnect and reconnect the plumbing. This job was supposed to take 2 days, on 2/25/16 and 2/26/16. The counter tops were installed on 2/25/16 and immediately there was a problem with the quartz counter top on the island. They installed 2 pieces that didn't match. They also removed the old backsplash and left big holes in the wall but said they would repair it. We immediately called the salesperson Judd and he came over to look at the mismatched counter top pieces and said it was not right, took pictures and said they would replace the counter top. The next day 2/26/16 no one showed up due to a mix up in scheduling. When they came on 2/27/16 to install the backsplash they said they couldn't do it since they didn't have the right equipment. The workers came in again on 2/29/16 and "repaired" the wall and installed the tile backsplash which is uneven, has dips where the wall was not repaired correctly and does not meet evenly in the corner, they even used the "display" tile so there is marker on the end that shows. In the weeks after the counter install we were given the run around about when the new counter top would be installed. That was finally done on March 28, 2016 after several calls to the office and the sales person. The managing director Daniel D[redacted] came and looked at the back splash and agreed there were items that needed to be fixed and after two more weeks 4/16/16 was scheduled to have the backsplash repaired. Once again, no one showed up to do the work and we could not reach either Daniel D[redacted] or anyone at the office of the company. That is why I am filing this complaint. We have gone almost 3 months for a 2 day job and paid $7018.75 for shoddy work and constant delays.Desired Settlement: My husband has taken 5 days off from work accommodating this company, we have paid $75 in over draft fees when they cashed our second check BEFORE verifying the work was done, not to mention the time spent on the phone with the company trying to resolve the issues, along with preparing the kitchen i.e. moving appliances and countertop accessories so that they can make their repairs. The backsplash is still not repaired and we have no expectation of when that will get done.

Therefore we would like the repairs completed and at least part of our money returned.

Business

Response:

This job has been completed. The top has been replaced and tile backsplash has been repaired to customers satisfaction on 04/22/2016. You may follow up with customers if needed. I called homeowner on that date a confirmed he was happy with the repair and he said "yes" and "thank you". Our guys did not show up on date that we did promise them. That was our fault but we would never leave a customer unhappy. Customer had my mobile number and did not call me that day at all. They just went on and filed a complaint. I had told them that warranty issues will be take care of and that it would take a little time to get approved by suppliers before we switch out material. They said they understood. Guess not. All in all job is completed and customers are happy with the work.

Consumer

Response:

The entire job was messed up from the very beginning. I explained it all in my complaint. Yes they finished the job but it took three (3) months to do a two (2) day job. Very poor customer service in my opinion and I will not refer them to anyone I know.