Extremely poor customer service and customer communication. Many delays. Owner had a cavalier attitude. Had to "hound" them to get the job done.
Initial visit from company was in March 2015. Difficult to contact them for an appointment, and there was actually a mix up for our first appt. We were waiting at home for them to show, and they never did. Appt. was rescheduled. Received estimate in a timely manner. Were told that install would be 3 weeks from date of granite measurement (4-22-15), but it took 8 1/2 weeks to get the granite installed (6-15 to 6-19-15). Customer service was good up front (other than the appt. mix up), however once we had made the granite deposit, the customer service severely declined. Waited 8 1/2 weeks for the granite install, and no was reason given except that there was a "delay" on the granite. Had to keep calling them back for updates on the granite, and the date was always pushed back. Initial project completed timely after the 8 1/2 week wait. Waited 2 more weeks to get the floor refinished (7-1-15). The final phase of the project took 3 more months to complete (9-21-15), which was just installing some panels on our cabinets and doing the finishing work. I called the showroom multiple times during those 3 months, at least once a week. In the last month, I called them several times a week. Sometimes the recording would just state that they were closed for the day (in the middle of the work day during the week). Sometimes I spoke to the associate, and would ask as to when our kitchen would be completed. She took my message, and said she would pass it on to the owner, but I never heard back from anyone. When I would call back, the associate said she had given the owner the message, yet still I received no response. The work that remained for 9-21-15 was installing the panels, staining the shims, and finishing work (many pencil marks on the tile back splash, some light switch plates that were crooked). Finally, on 9-14-15, I called the associate again, and unfortunately for her, she took the brunt of my frustration and anger over the phone, but I was done showing any patience or keeping calm about this. She contacted the owner, and I received a text message that they would fit me in on Friday 9-18-15. On Thursday evening 9-17 I received a text that they would arrive at my home mid-morning. On Friday, 9-18, at 10 am I sent a text asking for an ETA. I was told that the 'painter' was changing the lacquer due to humidity, and it would be another hour. At 12:22 I sent another text asking where the man was. I was told he was finished staining, and was told to text my address for the guy. So I did. Then at 2:56 pm, I sent another text asking where the guy was. I was texted back by the owner that the guy had a flat tire on his trailer and was taking care of it. They would get the materials to my house today, but the work would not be done until Monday, 9-21. I was irritated that the staining had not been done until that morning. They knew about this for 3 months, yet waited til last minute to stain the panels. The owner only texted back and forth with me and was very cavalier about how everything turned out and how it was being handled. You would think at this point he could pick up the phone and call me to appease me somewhat, but that didn't happen. When the install man arrived on Monday, he didn't have the correct number/size of panels, so he had to fabricate one on site. When I complained again about the pencil marks, it was treated as though I should have removed them. I tried 3 or 4 methods to remove them, but was unsuccessful. Point being - I didn't put the pencil marks on, so I shouldn't have to take them off. Took the guy 6 hours to finish the job on Monday. Overall the workmanship is good, however I have never experienced such terrible customer service. The owner was very cavalier, almost uncaring. Trying to explain things away, and no apology was ever received. I'm quite sure that if I had not kept after them to get this completed, that the job would still not be done as of today (10-16-15).
Extremely poor customer service and customer communication. Many delays. Owner had a cavalier attitude. Had to "hound" them to get the job done.
Initial visit from company was in March 2015. Difficult to contact them for an appointment, and there was actually a mix up for our first appt. We were waiting at home for them to show, and they never did. Appt. was rescheduled. Received estimate in a timely manner. Were told that install would be 3 weeks from date of granite measurement (4-22-15), but it took 8 1/2 weeks to get the granite installed (6-15 to 6-19-15). Customer service was good up front (other than the appt. mix up), however once we had made the granite deposit, the customer service severely declined. Waited 8 1/2 weeks for the granite install, and no was reason given except that there was a "delay" on the granite. Had to keep calling them back for updates on the granite, and the date was always pushed back. Initial project completed timely after the 8 1/2 week wait. Waited 2 more weeks to get the floor refinished (7-1-15). The final phase of the project took 3 more months to complete (9-21-15), which was just installing some panels on our cabinets and doing the finishing work. I called the showroom multiple times during those 3 months, at least once a week. In the last month, I called them several times a week. Sometimes the recording would just state that they were closed for the day (in the middle of the work day during the week). Sometimes I spoke to the associate, and would ask as to when our kitchen would be completed. She took my message, and said she would pass it on to the owner, but I never heard back from anyone. When I would call back, the associate said she had given the owner the message, yet still I received no response. The work that remained for 9-21-15 was installing the panels, staining the shims, and finishing work (many pencil marks on the tile back splash, some light switch plates that were crooked). Finally, on 9-14-15, I called the associate again, and unfortunately for her, she took the brunt of my frustration and anger over the phone, but I was done showing any patience or keeping calm about this. She contacted the owner, and I received a text message that they would fit me in on Friday 9-18-15. On Thursday evening 9-17 I received a text that they would arrive at my home mid-morning. On Friday, 9-18, at 10 am I sent a text asking for an ETA. I was told that the 'painter' was changing the lacquer due to humidity, and it would be another hour. At 12:22 I sent another text asking where the man was. I was told he was finished staining, and was told to text my address for the guy. So I did. Then at 2:56 pm, I sent another text asking where the guy was. I was texted back by the owner that the guy had a flat tire on his trailer and was taking care of it. They would get the materials to my house today, but the work would not be done until Monday, 9-21. I was irritated that the staining had not been done until that morning. They knew about this for 3 months, yet waited til last minute to stain the panels. The owner only texted back and forth with me and was very cavalier about how everything turned out and how it was being handled. You would think at this point he could pick up the phone and call me to appease me somewhat, but that didn't happen. When the install man arrived on Monday, he didn't have the correct number/size of panels, so he had to fabricate one on site. When I complained again about the pencil marks, it was treated as though I should have removed them. I tried 3 or 4 methods to remove them, but was unsuccessful. Point being - I didn't put the pencil marks on, so I shouldn't have to take them off. Took the guy 6 hours to finish the job on Monday. Overall the workmanship is good, however I have never experienced such terrible customer service. The owner was very cavalier, almost uncaring. Trying to explain things away, and no apology was ever received. I'm quite sure that if I had not kept after them to get this completed, that the job would still not be done as of today (10-16-15).