Arch City Granite & Marble Inc.

I used Arch City Granite for new granite in my kitchen. The job was $5,900. However, throughout the whole process, the company kept changing things we had agreed on. First was the measurements. I took the initial measurements and was given an estimate. When I went in to sign the papers, the owner says he estimated the square footage of my counter tops incorrectly, increasing the price by almost $1,000. We had to split the difference. Next, I told him I needed the counter tops installed in 14 days. I asked three times to make sure this could be done. He said he would have them installed 14 days from when I made the down payment. They came out and did the official measurements the next week. I went to look at the granite choices a few days later and it was then that the owner told me it would take another 7 to 10 days to install my counters. I reminded him that he gave me a 14 day guarantee from the order date. One of his employees stepped in and told me he would work something out to make sure I got my counter tops in. The owner kept insisting I had misheard him. However, I explained that my anniversary was that same week and that's why I insisted on a 14 day install. The other option was that I could have waited until after my anniversary. People were coming to my house for my anniversary, thus the need for some counter tops. The owner wanted the business no matter what he agreed to. I can only assume he agreed to 14 days with the intention of changing later. Finally, I asked the owner to make sure his finisher grouted between the new counter tops and the back splash that I was keeping. The owner said they absolutely did not grout. When the finisher came to my house, he told me that my grout job was pretty bad and asked why I didn't have him do it. I explained to him that the owner told me they would not do the grout. I even offered to pay to have the grout done. The finisher said he often did the grout for people. He also showed me exactly how to do it and because of that the grout looks fine now. Finally, I told the owner and the finisher who was also the person who took out my old counter tops that I would be keeping my stainless faucet. I was keeping it because that faucet was a $1,000 faucet. Well, the finisher took the faucet and the day of the install I had to go to Home Depot and buy a new faucet at $400. The finisher agreed to pay for the new faucet and brought the $400 in cash. In the end, I can't recommend Arch City because my experience with them suggest the owner is not customer focused and will say anything to get business.

I have used Arch City Granite for an indoor project and most recently my outdoor kitchen. I was impressed with my first project so I hired them again. Very good granite selection and their on-site template get of the project is terrific. I had some very tricky cuts required with some odd angles. When. They installed the project, everything fit perfectly. Albert is a great craftsman. I found Arch City to be very price competitive and overall, very professional. I would work with these folks again.

Complaint: [redacted]
I am rejecting this response because:< /I have attached pictures of the damage the company claims they did not notice. I specifically provided my cell phone number to the salesman when I made the complaint and I have also provided my cell phone number to [redacted], at their office on 3 different occasions. They continually call my home phone, despite knowing I work and am not at home to take the calls. When I get their messages, I call their office and leave voice mails on their answering system. The only person that has done a good job at the company and was the most helpful was [redacted] the plumber. The day they came to address my complaints, they again called my home phone saying they were on their way, 1 1/2 hours before our scheduled appt. time and were obviously angry that they had to wait for me, when I had no idea they were arriving early. I work at a non profit agency and frequently am working events to help the public and cannot just leave at a moments notice even if they had called my cell phone. Their attitude has been poor and their work required me to pay for more services and supplies with someone else to get the kitchen repaired and in working shape. >
Sincerely,
[redacted]

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