Keystone Granite & Tile

Review: • Overall completely dissatisfied with the company and the work that has been completed. Poor quality of work completed. What has been done is broken and the owner has yet to return our phone call to come see the work and make it right.

• August 13, 2014 – 1:00pm appointment with Mary at Keystone Granite and Tile to pick out granite. Selected our granite and finishes and scheduled for it to be installed on the afternoon of August 25, 2014 between 3:00pm-4:00pm.

• August 22, 2014 – My husband, received final pricing for the granite and says that they will be at the house on August 25th for installation first thing in the morning (no time was given). We were never asked about the change in the time and my work schedule was planned around them coming in the afternoon and I had to rearrange everything.

• August 14, 2014 – 4:00pm scheduled to have the template made of the counter top. The person arrived on time and was personable.

• August 25, 2014 – 8:30am – no one was there for the installation. I interpret first thing as 8:00am. I called Keystone and the person who answered informed me that they won’t arrive until 10:00am. Again, affecting my schedule for the day. A call informing me of the change would have been proper and appreciated. 10:00am - the installers still have not arrived. Around 10:10am I went to look out the window and notice that there is a Keystone Granit and Tile truck backed in to our neighbor’s driveway at the end of the street. About 3 minutes later I see the truck fly by our house and go back up the hill. At that time the house phone rings and it’s someone from Keystone informing me that the installers were at our house but no one was home. I informed her that it was in fact not the case that I am home and have been waiting all morning and that I just saw their truck at the wrong house. I shared with her that I was unhappy that the installation was originally scheduled for 3:00-4:00pm and it changed without anyone contacting me and that I am also unhappy that I have been waiting at home for several hours for them to arrive. She said that she would call them back and let them know that they were at the wrong house. Moments later I received a call from one of the installers to say that he was given the wrong address. I told him that he drove right by our house and that I will stand outside and wait for him. When he arrived he sounded and looked like he just rolled in from a night out. He reeked of stale cigarette smoke and didn’t introduce himself or his colleague and he acted annoyed that he had to be there. When I took him inside to show him to the basement his response was “oh, this has to go to the basement?” I said yes. I was sitting in my kitchen working when the men were coming in and out with their materials. During one trip when they were coming back up the steps I heard a conversation about cutting outlet boxes out. One said, “do you know how to cut out outlets” the other guy said no and then he said “oh, ok I’ll do it then.” That comment made me question their ability and I texted my husband the exact quote. At that time he called Keystone to inquire if they stand behind their installation and she said yes. A couple hours later the one guy says mam? And started walking down the steps, didn’t say that he wanted to talk or for me to come down. I followed him downstairs and as we were walking he said “this didn’t happen because I don’t know what I’m doing” he showed me that the granite broke where he was cutting out the receptacle box and the stone was shattered. He said that he will have to come back with a replacement piece. I asked if it would be the same day or later in the week and he said that someone from scheduling would call me. No one called that day from scheduling. My husband called the next day to check on the status and scheduled the remaining install. That evening we also discovered that they gouged out a section of the drywall and didn't tell us about it. My husband had to repair it himself.

• September 8, 2014 – 10:00am scheduled for remaining installation. They arrived on time but again the one guy reeked and acted like he just woke up. He walked into the house and I pointed to the basement door and said you can head on down and he said “oh, it’s in the basement.” Again, like we were putting him out due to the location. They did the work in a couple of hours and went on their way. He said that he was able to get the receptacle cut out this time. Later that evening when my husband arrived home we went down to look at the work I noticed that the bottom left corner of the receptacle cutout was cracked. Upon further inspection I found another crack in the top left corner as well. We also noticed that there is a cut from the back, clearly weakening the corner and therefore causing it to crack. I also noticed that the section where the top counter top and the rise come together was not sealed, it is an open crack. If anything were to spill on the top counter it would run down behind the cabinetry.

• September 9, 2014 – My husband called Keystone and spoke to Mary V[redacted]. Mary informed my husband that the reason it broke is because of the weight on the riser from the top counter. It is too heavy on the cutout section to bear the weight of the counter top. That statement is completely false. The primary weight of the upper countertop is not on that section of the bar. And, if in fact that was the case we look to the expertise of Keystone to inform us of such facts. The gentleman who made the template didn’t raise any concerns, when the piece broke the first time it wasn’t mentioned and another solution wasn’t offered at the time. We would expect that Keystone’s expertise would have been shared with us if there were concerns. Also, you can clearly see that it is broken because of the cut from behind. Mary offered two solutions. 1. They can come out and epoxy the crack or they can replace it altogether but will need to tear off the upper counter top in order to fix it. The repair would be another seam in the riser at the edge of the receptacle box. I don’t understand how that has to be the case, if that’s the only solution that’s fine but a grinder isn’t the only option for cutting out the box, they can make several holes using a router instead and therefore not compromising the integrity of the piece.

• September 10, 2014 – 1:00pm I called into Keystone to find out who the owner of the company is. Heather answered the phone and asked if there was a problem and I said yes, a major problem. She said his name was Mustafa, I asked her to spell it and asked if that was a management company or a person, she said person. I asked if it was his first name or last name and she said first. I asked if he worked out of the [redacted] office and she said no. I asked for him phone number and she said that the owner doesn’t like them giving out his contact information, who is this. I said my name and she gave me his cell phone number. At 1:05pm I spoke to Mustafa and asked to make arrangements for him to come to our home to see the work that we just had done. He asked when the work was done and I said it started a couple of weeks ago but was finished on Monday. He said that he will need to look at his schedule and call me back. I informed him that I have a cell phone number that he can reach me at; he said that he was sure that they had my contact information. I said, you have my husbands but that’s fine too and then the call ended.

• September 11, 2014 – 2:00pm – It has been over 24 hours we still have not received a phone call back from Mustafa K[redacted] ([redacted]) or anyone from Keystone Granit and Tile.Desired Settlement: No one has apologized to us for the entire experience. The man who broke the granite didn't even apologize nor did the owner when I called to tell him how unhappy we are with the services. Their mistake delayed our overall basement project and other vendors that were to come in and do work on our basement (hang stone on the wall that the counter lines up to). We want the granite replaced and installed correctly with no defects and we want a refund. The quality of the work does not justify the expense for the service provided.

Business

Response:

September 25, 2014On September 12, 2014 Keystone Granite and Tile received a letter of complaint listed under ID [redacted]. Keystone Granite and Tile has been serving the [redacted] County area for over fifteen years, We stand behind our fabrication and services. We work hard to ensure our customers are satisfied with their decision to choose us for their projects. We will resolve any undesired aspect of this complaint to achieve the results that most of our customers provide us. I believe you will find in these attached recent quotes from satisfied customers that Keystone Granite and Tile provides quality customer service and craftsmanship. We believe that the member complaint of ID [redacted] will also be satisfied with the resolution that is in process now.In our process to resolve this matter we have provided several immediate responses to the complaints as they occurred. It is true our install crew went to the wrong home. After many attempts to get entry to the home they called the office to confirm the address. It was a misfortunate occurrence, Each install crew has a leader that will instruct his helper until which time they are skilled to perform on their own. This was the case when [redacted] overheard the clarifying of knowledge needed for the cutout of the outlet holes mentioned in the complaint. The outlet was not centrally placed in the riser area causing the cutout to have a 1.75" bridge remaining at the bottom of the cutout. This reduced the tensile strength significantly and therefore causing a crack to occur. We immediately . fabricated a new riser which is only 5.69" in height. Again the riser cracked. Our only resolution was to create a seam at the cutout to strengthen the riser. This also reduced the need for another seam which was originally in the riser. Our installation was successful. All complaints were assessed and resolved in a timely fashion.I look forward to Seeing a response of satisfaction from our customer in the near future.Best Regards,Mary Lou VSales and Design office

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

This company installed my granite wrong, flooded my house, crushed my water line and caused over $25,000 in damages to my home. The owner said he would "fix it himself" to avoid me going through insurance. Let's just say they are SNEAKY and doing things unlicensed. They sent an unlicensed plumber to my home. DO NOT USE KEYSTONE GRANITE! You will regret it. You are better off paying more for a company that knows what they are doing. I've been disputing these damages for 1.5 years and they are still denying responsbility. My incident happened in April 2014... Before they were a Revdex.com Accredited Business. Not sure how the heck they got accredited but you should definitely stay clear of them! They are sneaky and try to cover things up and send unlicensed people to your home. Most businesses would try to make things right... Not Keystone.

This company displays a very poor business ethic. Their communication is extremely questionable. After my template was taken, all communication ceased. I called the day before to make sure they were still coming on the scheduled days. I was told by the manager that they would be there at 10 am. They showed up at 1:00 instead. The next day I was told that the backsplash would be installed. After 4 hours of waiting, I called again, only to be told by the clueless receptionist that they were not coming. Again, nobody had the decency to call in let me know before I took another day off from work. Now they want me to take another day off of work! Really?
What kind of business practices does this company have? I truly regret hiring the Huntington Valley office for this job. I wonder how they got such a good Revdex.com rating.