CFM Stone & Solid Surface

Awful service and installers are even worseMissed numerous install dates and never returned calls let alone answered themWent to machineSold me a sink that rusted after a week and told me to sand it off with sand paper....brand new sinkSave your money and go to [redacted]  over them

The saleswoman, "Liz", that this customer dealt with was a new employee at the time and was learning very quickly the aspects of this business Performing slab layouts with a customer was part of her job responsibility, and although she attempted to perform this on her own, she realized that this was a material that was fairly new to her She asked a seasoned employee for assistance as to not misinform a customer during the layout Andrew assisted in the layout as per the customer's description I believe her assessment of Liz was very unfair and ignorant During the layout process, the customer was informed and had full knowledge that a seam was to be placed in the section of the countertop in question I know this to be true because after the break she asked about why the seam was not placed in the countertop As a fabricator, we try to minimize seams in countertops both because customers don't like them and that they take a long time for the installers to set The countertop in question was made from a grey soapstone with a heavy white vein running through the stone During the fabrication process, the vein in the stone split and the countertop separated into two pieces It was a clean break and broke on one of the veins in the stone It was also noted that this occurred in the exact location that the customer was expecting to have a seam placed in the stone I asked to let the installers install the pieces and then decide if she was not happy She refused and told my employees to leave her home I later explained to the homeowner that she was expecting an unnatural seam straight across her countertop and now she would have a more natural looking seam in the same location because it runs in the direction of the vein in the stone This is why I explained that this scenario was better than if we had just seamed it Since either way her countertop was to have a seam, I saw no reason to modify any warranty It was still just two pieces being glued together with a part epoxy in either case I was told she had to think about it and waited for her response.Several days later, she arrived at my showroom on a Saturday I was working with one other salesperson and had or customers in our shop She came in demanding that I stop what I was doing and show her the pieces put together or she wanted her money back I told her that I could not do that right now because I was busy with other customers, but I could do it later She demanded her money to be refundedKnowing that this woman did not take the time to educate herself on a product that she was spending thousands of dollars on, I decided to refund her entire deposit I did this after having time and materials invested into this job That decision did not come lightly but her ignorance and unwillingness to educate herself made me decide to cut my losses I ran her card with a refund while she waited My staff began receiving phone calls about her deposit not going through that afternoon I instructed my staff to tell her to wait to hours, but she began to harass us She then went on to say that she was owed another $because of a typo on her estimate I have been more than fair with this customer and even took a loss on this job to separate myself from her Her assessment of my company is very unfair and I'm sure she now has an very visible seam across her countertop from whichever fabricator completed her project

Terrible service, rude employees and rushed installationWe'd been scheduled weeks for installation between 2-6pm - the installer called us at and said he's on his way, my wife told him we were both at work but we'd be home within the original scheduled timeframe - he replied ok it'll have to be after thenWe took time off work and waited all day just to receive a call around 5:that he wasn't coming due to personal obligations and that he'd like to rescheduleAfter explaining the situation he unhappily agreed to come that night and showed up around 5:(Which is still within our original scheduled timeframe)The guy comes in the house with a terrible attitude and quickly slaps down our island countertop - no measuring, no leveling, no double checking - he didn't even bring up the payment balance or paperwork for me to sign off on! I requested that he measure the overhang as it clearly wasn't even on all sides - he quickly ball-parked a measurement and said "You're good" as he was walking out the door leaving the moveable island directly in front of our refrigerator (You're not supposed to touch the countertop until it sets so you'd think he'd put it back in place)My wife came downstairs took look at the countertop and said what the heck? I called him on his cell and requested he come back and fix the sloppy rushed job or I'd be calling his boss in the morning - he got mad swore at me and replied "Go ahead call my [redacted] boss - that's how you do it!"We called a family friend out that night to fix the issue before the countertop set crooked and unevenI called the next morning to speak to the owner - I was told he wasn't available so I explained the situation to a manager there who said she'd pass it along to the ownerIt's been almost a week now, we still haven't heard from the owner after calling twice and just received a bill in the mail for the remaining balance with a note threatening to remove the countertop if the balance wasn't paid in full as per the ownerIt seems this sort of terrible service and behavior trickles down from the top at CFM stone - do yourself a favor and look elsewhere!

Reserved stones fall Install set for Feb Layout at business with "LIZ"Andy had to come to helpHe told her not to mark with marker, had one cutout on backwards and divots she said were not to deep wereConcerned they had her doing this when she didn't have a clueCut the stones the next week and they had problem with kitchen slabThey called my builder rather than me even though I was the contactI called "LIZ" was told stone lifted and folded but looked beautifulThey came next day to installWhen I saw kitchen stone I realized folded meant a complete breakIt would have needed a lot of epoxy which was not acceptable to meInstallers called owner Tom *** and he said I should let them install it but only the usual guaranteeI rejected the stone and they were to have owner call meHe did not call that day or early the nextI had to call him and he said there should have been a seam cut but the break was BETTER because it would follow a vein rather than straigh

This response is inaccurate in the events that happenedLiz should never been let template without knowing what she was doingAs mentioned in the original complaint she did not have a clue and was not being observed during her now so called trainingI did not tell his employees to leave my homeThey had talked to Tom B*** twice on the phone and were told by him I should let them installThe installers understood why I was hesitantThey said I could refuse the stone and they would have him call meHe never called that day (Thurs Feb 17)I waited until late morning on (Fri Feb 18) to call againI left message and had to wait for him to call me backWhen I asked why he didn’t call me back the previous day or that morning he said he was in Rochester I guess talking to the installers 2x was OK but not calling me was too much troubleHe then proceeded to tell me I should have let them installI explained by the looks of the break there were chips missing that would need epoxy fill, so we were not talking about a seam only following the crack but pieces that would be missing filled with epoxyI told him this was an orphan stone ( only slabs) it would take time to replace itHe then said there was no reason to replace itI told him I took exception with that statement, this was going in my homeIt was left that he would have one of the girls call me to set an apptto see the broken pieces fitted together to see just how much was missingWaited the rest of Friday and early Saturday for that callI then drove to his business There were not or customers maybe or I did not demand to see himWhen I walked in Liz was at desk and she said you’re here to see Tom and I said yesWhen he finally came to see the first thing I said was why didn’t one of his girls call meHe said he figured that they had overheard him on the phone and someone had done itI said did you check to see if that happened and he said NOAt that point I knew this was 2x I was promised a phone call and not received one and found no reason to trust in himI requested a refund which I neglected to notice it was processed offline until I was homeI called and Liz told me they run all transactions offline and send them at the end of the dayI talked to my bank and was told that businesses do not run offline unless the system is down and they are taking a chance if they do. I did call again when I noticed I was charged for an install that was not doneLiz told me the amount would have to be figured but should be about $20-$and would send a checkNow they are claiming it was a TYPO, this is the first time I have heard thisWhen I did not receive my check I called and left another messageTrying to get my money back is not harassmentMy assessment of his company is very fairHe does not follow through on his promises to call customers. He has employees doing jobs they are not trained forHe tries to make their MISTAKE of breaking the stone a positive outcome for his customersI bet he doesn’t suggest people with veins in their Quartz, Granite, Soapstone or other stones have a break so the seam can look more natural!!! The seam in my current countertop is perfection, no large areas of epoxy that would show depending on if stone is oiled or notI did hours of research on this material and had checked Revdex.com before I bought, regretfully complaints started showing up after I had this problemAttached is the item circled they did not installWhy would Liz say a refund would be sent if it was a typo?

Terrible service, rude employees and rushed installationWe'd been scheduled weeks for installation between 2-6pm - the installer called us at and said he's on his way, my wife told him we were both at work but we'd be home within the original scheduled timeframe - he replied ok it'll have to be after thenWe took time off work and waited all day just to receive a call around 5:that he wasn't coming due to personal obligations and that he'd like to rescheduleAfter explaining the situation he unhappily agreed to come that night and showed up around 5:(Which is still within our original scheduled timeframe)The guy comes in the house with a terrible attitude and quickly slaps down our island countertop - no measuring, no leveling, no double checking - he didn't even bring up the payment balance or paperwork for me to sign off on! I requested that he measure the overhang as it clearly wasn't even on all sides - he quickly ball-parked a measurement and said "You're good" as he was walking out the door leaving the moveable island directly in front of our refrigerator (You're not supposed to touch the countertop until it sets so you'd think he'd put it back in place)My wife came downstairs took look at the countertop and said what the heck? I called him on his cell and requested he come back and fix the sloppy rushed job or I'd be calling his boss in the morning - he got mad swore at me and replied "Go ahead call my *** boss - that's how you do it!"We called a family friend out that night to fix the issue before the countertop set crooked and unevenI called the next morning to speak to the owner - I was told he wasn't available so I explained the situation to a manager there who said she'd pass it along to the ownerIt's been almost a week now, we still haven't heard from the owner after calling twice and just received a bill in the mail for the remaining balance with a note threatening to remove the countertop if the balance wasn't paid in full as per the ownerIt seems this sort of terrible service and behavior trickles down from the top at CFM stone - do yourself a favor and look elsewhere!

Awful service and installers are even worseMissed numerous install dates and never returned calls let alone answered themWent to machineSold me a sink that rusted after a week and told me to sand it off with sand paper....brand new sinkSave your money and go to *** *** ** *** over them

My company acted professionally in handling this matter.  There is no question that the piece broke and the customer was inconvenienced.  It was our professional opinion that the end result would not only have looked as good as a deck seam in the countertop, but even better since it would be masked by the vein in the stone.  We asked to install this stone in order to show the customer this with all parties aware that if she still was not satisfied, we would remove it.  She would not allow this to happen, even comparing it to buying a new car with a scratch in it.  It was not reasonable to cut another slab of material to make a countertop with a seam in it without first attempting to seam the original.  Seeing that she was not going to understand and she was demanding her money back, I fully obliged her and gave her a full refund of her deposit as it shows on her attached paperwork.  Although we disagree on the specifics, since she has purchased a new countertop with a perfect seam, and I was able to sell off the pieces of her original countertop, all parties should be happy.  I would further note that most places that fabricate custom countertops would not refund full deposits.  I think this shows true professionalism that we returned her money without any hesitation.  I am not aware of any other complaints against my company.  We fabricate & install over 500 countertops per year, and over 3,500 since I purchased the business in 2009.  With this being the only complaint record I am aware of with Revdex.com, I think we have a record of being a professional and trustworthy company.

As I included in my last response he charged me to install a shower threshold which was not installed. I was told I would I would receive a refund in the mail for the amount. I still have not received that refund.Reading his responses to this issue after he ignored it for months just proves my points over and over again. In his last response he said"The decision did not come lightly but her ignorance and unwillingness to educate herself made me decide to cut my losses". Now he says " I was able to sell all off all pieces of original countertop". Which way is it?  He also states there are no complaints on Revdex.com website, I guess he should check your site on that statement because there is. I know he does a lot of commercial installations and I am working on finding out how that is handled. I am not made whole. He still owes me money which has not been refunded.

The saleswoman, "Liz", that this customer dealt with was a new employee at the time and was learning very quickly the aspects of this business.  Performing slab layouts with a customer was part of her job responsibility, and although she attempted to perform this on her own, she realized that...

this was a material that was fairly new to her.  She asked a seasoned employee for assistance as to not misinform a customer during the layout.  Andrew assisted in the layout as per the customer's description.  I believe her assessment of Liz was very unfair and ignorant.  During the layout process, the customer was informed and had full knowledge that a seam was to be placed in the section of the countertop in question.  I know this to be true because after the break she asked about why the seam was not placed in the countertop.  As a fabricator, we try to minimize seams in countertops both because customers don't like them and that they take a long time for the installers to set.  The countertop in question was made from a grey soapstone with a heavy white vein running through the stone.  During the fabrication process, the vein in the stone split and the countertop separated into two pieces.  It was a clean break and broke on one of the veins in the stone.  It was also noted that this occurred in the exact location that the customer was expecting to have a seam placed in the stone.  I asked to let the installers install the pieces and then decide if she was not happy.  She refused and told my employees to leave her home.  I later explained to the homeowner that she was expecting an unnatural seam straight across her countertop and now she would have a more natural looking seam in the same location because it runs in the direction of the vein in the stone.  This is why I explained that this scenario was better than if we had just seamed it.  Since either way her countertop was to have a seam, I saw no reason to modify any warranty.  It was still just two pieces being glued together with a 2 part epoxy in either case.  I was told she had to think about it and waited for her response.Several days later, she arrived at my showroom on a Saturday.  I was working with one other salesperson and had 6 or 7 customers in our shop.  She came in demanding that I stop what I was doing and show her the pieces put together or she wanted her money back.  I told her that I could not do that right now because I was busy with other customers, but I could do it later.  She demanded her money to be refunded. Knowing that this woman did not take the time to educate herself on a product that she was spending thousands of dollars on, I decided to refund her entire deposit.  I did this after having time and materials invested into this job.  That decision did not come lightly but her ignorance and unwillingness to educate herself made me decide to cut my losses.  I ran her card with a refund while she waited.  My staff began receiving phone calls about her deposit not going through that afternoon.  I instructed my staff to tell her to wait 24 to 48 hours, but she began to harass us.  She then went on to say that she was owed another $20 because of a typo on her estimate.  I have been more than fair with this customer and even took a loss on this job to separate myself from her.  Her assessment of my company is very unfair and I'm sure she now has an very visible seam across her countertop from whichever fabricator completed her project.