Superior Stone & Cabinet

Thank you for bring this to our attention Our goal is to handle every service promptly This installer did not follow company policy and he will no longer receive any jobs We will assign a repair technician to your project [redacted] have left you a message the morning please return our call and let us know your available for service Thank you for your patience and understanding,Superior Stone & Cabinet###-###-####

At this point there are no additional amount due from the customer for more material needed on the countertop portion of the project We called [redacted] last Friday and came to some understanding.We have already contacted the customer VIA phone We have also visited the job site to inspect the project The project is on going and floor tile to be completed by Monday A small area is TBD due to plumbing issue discovered by customer (delay not caused by Superior) After discussion over the phone additional area of tile was not part of the original contract and the charge was only to the added area There are additional countertop material needed due to add-ons but Superior informed the customer that no additional charges will be added to the project Superior willing to provide additional material on the countertop portion of the project as long as the additional tile floor in the patio has been paid for (Currently show paid)Thank you for informing us regarding this project Your assistance is greatly appreciated ManagerSuperior Stone & Cabinet

Thank you for letting us work together to resolve this issue Mr*** was not on-site at the time of installation We asked Mrs*** (contract signer) for RO hole location and obtained sign-off on the location Please see signed attachment with initials (*** hole location
on-site signoff) Mrs*** was asked to inspect the job after completion and she signed off on the completion document without noting any fixture hole location or sizing issues Please see signed attachment (*** completion signoff) We notify every customer in writing: we drill standard size holes to accommodate all types of fixtures and future proof you project Please see signed attachment under "Appliances and Cutouts" (*** standard hole drill notification) Without seeing our crew, Mr*** have determined they are illegal immigrants We would like to point out not every *** is an illegal I can't change the fact that you are uncomfortable with ***s/*** We will always be professional and treat you with respect People change their mind on things and we respect your decision The same installer can come back drill another hole at another location for $ If we send another installer the charge will be $per signed contract agreement This other installer would still be *** and he will also act professionally If you like to have that section of the granite replace please reimburse our material cost and discounted labor rate The cost of replacement is $ And the SAME installer has to do it because he is the ONLY one knows how he secured the pieces down To have another installer (still ***) to replace this piece the cost would be $ If we did something wrong we are happy to make it right and not charge anything We asked to be treated fairly and with basic respect We communicated clearly in person and on paper; we followed all the direction by the on-site home owner; we willing to re-drill another hole for free We will also discount the replacement project if Mr*** decide to go that route Thank you for contacting us,Superior Stone & Cabinet

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

At this point there are no additional amount due from the customer for more material needed on the countertop portion of the project.  We called [redacted] last Friday and came to some understanding.We have already contacted the customer VIA phone.  We have also visited the job site to...

inspect the project.  The project is on going and floor tile to be completed by Monday.  A small area is TBD due to plumbing issue discovered by customer (delay not caused by Superior).  After discussion over the phone additional area of tile was not part of the original contract and the charge was only to the added area.  There are additional countertop material needed due to add-ons but Superior informed the customer that no additional charges will be added to the project.  Superior willing to provide additional material on the countertop portion of the project as long as the additional tile floor in the patio has been paid for.  (Currently show paid)Thank you for informing us regarding this project.  Your assistance is greatly appreciated.   ManagerSuperior Stone & Cabinet

This matter has yet to be resolved and there has been ongoing issues. I am currently working out the details with the company to come to a resolution.

Tell us why here...Thank you for bring this to our attention. We understand the customer’s frustration, picking colors are difficult and matching them up are more like art than science.  Our company policy requires customer selection their own granite pieces for their kitchen before cutting and...

installation.  Color differences are part of the natural beauty.  We will do our best to help the customer on color and it is the MOST difficult part of the process.  Color choices are a personal decision, and once material is chosen our job is to make sure we install the chosen piece in a good workmanship manner with good seams.We offered to replace the small piece (Approx. 20x26 inches) piece right of the refrigerator for additional amount of $650.  And we would like offer the material for free as long as we can use a remnant piece.  The labor service fee is now only $200.  Mrs. Beuthin would still need to come to our warehouse and select the piece from remnants.  We will still do our best to assist the customer on selecting this piece.  Thank you for your understanding in this matter, Superior Stone & Cabinet

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My wife showed the old sink with the proper holes and the installer measured the diameter of the stem of the faucet. What happened is that the installer didn't have the right tool to drill the proper hole and accidently drilled a huge hole where it is not supposed to be. My wife knew but was afraid of them. What should she have done, challenged them? One or the other probably would have upset me; however, the wrong location and size boils my blood.[redacted] lied to me when I called him by telling me it is impossible to drill the hole the right size. I contacted another company who states it is done all the time. The communication on my wife's end included referencing the old sink with the two hole locations and the faucet which she gave to the installer for measurements (as stated in the contract to have the faucet on-site!). The two scribbled dots on that agreement could have been put on after the time my wife signed and don't compare to the level of ignorance it takes to ignore the previous mounting locations that were pointed out.  [redacted] is admitting the mistake by agreeing to come drill the correct hole. What he is not doing is taking responsibility for his employees mistake.This would have been much easier to fix is [redacted] took responsibility early. The sink is now installed and will cost more money to remove and replace now if [redacted] agrees to replace the granite. Our R/O system is still not operational because we don't have a hole to install it correctly. We hired a company with an A+ Revdex.com rating and feel like we hired door-to-door salesman.We paid for a new granite installation, not a countertop that we need to hide excess holes. The product we received cannot be returned and will cost an arm and a leg to replace. If we have to live with the damaged granite with the hole size in the wrong spot I expect Superior Stone and Cabinets to reduce the cost 50%. If they decide to take ownership of the mistake than they need to contract and pay the plumber we hired to do the plumbing after replacing the granite PROPERLY with the correct hole spacing.
Regards,
[redacted]

Thank you for bring this to our attention.  Our goal is to handle every service promptly.  This installer did not follow company policy and he will no longer receive any jobs.  We will assign a repair technician to your project.  [redacted] have left you a message the morning please...

return our call and let us know your available for service.  Thank you for your patience and understanding,Superior Stone & Cabinet###-###-####

Thank you for contacting us.We have not received any concerning phone calls during or after the installation from Mrs. [redacted].  At no point during the installation we were contacted by Mr. [redacted] for any concerns or issues.  Our installer told us that Mrs. [redacted] did not have any concerns or issues during or post installation.  Our installer did not receive any calls from Mr. [redacted] who was not on site.  We have also spoke to our sales person, and he didn't receive any communication from Mrs. [redacted] or Mr. [redacted] during and at the finishing point of the installation.  There will be instance that people have issues with [redacted]s or [redacted] due to their appearance, but we truly have not received any communications concerning any behavior issues from Mrs. [redacted].  She was at a different part of the house while we were working in the kitchen.  She had every opportunity to call the sales person, our company office and Mr. [redacted] during the entire day.         Drilling a hole is always possible.  However, the risk of drilling this none standard hole may break the stone and customer may need to call us back on enlarging the hole in the future in order to accommodate a different fixture.We are a A+ company because we will always follow through what we contracted to do and will not deviate from the plan without obtaining signature from customers.  Basically perform work in a good workmanship manner and provide all communications with customer in writing.  In order to accommodate the need of our customer, we will waive our standard trip charge of $150 for re-drilling another hole at 1/2".  Mrs. [redacted] would still need to sign off on the hole size and location prior installation and it must be done by the same installer.  If Mrs. and Mr. [redacted]  decided to use the hole and we will credit $75 toward their account as goodwill.  Replacement granite is costly and we still willing replace it at near material and labor cost.  This is about fairness to our installers...we can't ask them to work for free when they have done nothing wrong.  If Mr. [redacted] labels them as "illegals" without meeting them, I am sorry Mr. [redacted] felt that way.  If Mrs. [redacted] felt uncomfortable around them as stated in your latest letter, I am sorry our crew made her felt uncomfortable because their ethnicity.  Please let us know if our credit will help us moving toward an acceptable resolution.  I understand it will never be perfect but hoping some compromising will help both parties.    Respectfully,Superior Stone & Cabinet

Superior Stone and Cabinet--especially Mike--has been exceptional. We had shopped for granite at numerous places and found 'roadblocks' for this or that. Mike arranged for demolition and removal of previous countertops. He remeasured our kitchen with no additional charge. Truly we paid for granite and the price of installation was included. By the way they installed plywood support. In our previous house another company installed our granite and did not do this---the granite shifted and we paid for an expensive repair. The installers were prompt and did an exceptional job. We are thrilled with our countertops and highly recommend Superior Stone and Cabinet.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My wife showed the old sink with the proper holes and the installer measured the diameter of the stem of the faucet. What happened is that the installer didn't have the right tool to drill the proper hole and accidently drilled a huge hole where it is not supposed to be. My wife knew but was afraid of them. What should she have done, challenged them? One or the other probably would have upset me; however, the wrong location and size boils my blood.[redacted] lied to me when I called him by telling me it is impossible to drill the hole the right size. I contacted another company who states it is done all the time. The communication on my wife's end included referencing the old sink with the two hole locations and the faucet which she gave to the installer for measurements (as stated in the contract to have the faucet on-site!). The two scribbled dots on that agreement could have been put on after the time my wife signed and don't compare to the level of ignorance it takes to ignore the previous mounting locations that were pointed out.  [redacted] is admitting the mistake by agreeing to come drill the correct hole. What he is not doing is taking responsibility for his employees mistake.This would have been much easier to fix is [redacted] took responsibility early. The sink is now installed and will cost more money to remove and replace now if [redacted] agrees to replace the granite. Our R/O system is still not operational because we don't have a hole to install it correctly. We hired a company with an A+ Revdex.com rating and feel like we hired door-to-door salesman.We paid for a new granite installation, not a countertop that we need to hide excess holes. The product we received cannot be returned and will cost an arm and a leg to replace. If we have to live with the damaged granite with the hole size in the wrong spot I expect Superior Stone and Cabinets to reduce the cost 50%. If they decide to take ownership of the mistake than they need to contract and pay the plumber we hired to do the plumbing after replacing the granite PROPERLY with the correct hole spacing.

Regards,

Purchased granite & had installed and was pleased with it. Also purchased backsplash tile. This where I have a problem with the sales rep not being very honest. He was very personable and seemed to have customer client interest. When he told us how much they would charge to install backsplash my husband opted to install backsplash himself. We asked if we could just get tile at supply store but he said we should go through him because he could save us money. He would give better deal. He rang our tile separate from granite and didn't give us a breakdown on cost of tile. He charged us $323.00 for tile. He said he would pick tile up from store and take it to us when he went to measure. We were suppose to get 3 extra tiles but when he arrived instead of 17 tile we received 15. We were short two tiles once tiles were installed. When we call and asked if we could go pick up two tiles sales rep said he didn't have any at his store and didn't even bother to see if he could get some for us. Asked for item number but couldn't help with that. Did tell us where we could get some. He made his sale and he was done with us. Called Monterry Tile & they went out of there way to help us. Found tile us & we went to pick it up. Found out that tile was $13.99 a sheet or piece which came out to $209.00 plus tax for 15 sheet which should have cost without a good deal. When my husband called Superior sales rep & told him the price difference he said because he had to have it delivered to the store. When he charged for the tile it wasn't going to be delivered to him. He was going to pick it up. Monterry Tile sales rep said that was their price and we should have gone through them. Superior Tile rep said the mark up was for delivery to Monterry Tile which I don't beleive because he wasn't suppose to charge delivery charge. We volunteered to pick tile up ourselves but he didn't let us. Sound to me that this was tile he had and he just got himself a $100 bonus. That's why he shorted us the two tiles. I was pleased with my granite and installation of it. I would recommend friend for granite but will warn them about the selling policy. I wound not recomend friend or family to buy backsplash tile from them and to as more questions about it. My mistake. I would diffently not recomend [redacted] as their sale rep. I feel that he wants to make a without cleints best interest in mind. Because of this sales person I give Superior Stone & Tile a low rating on sale and customer service. They have good product

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My wife showed the old sink with the proper holes and the installer measured the diameter of the stem of the faucet. What happened is that the installer didn't have the right tool to drill the proper hole and accidently drilled a huge hole where it is not supposed to be. My wife knew but was afraid of them. What should she have done, challenged them? One or the other probably would have upset me; however, the wrong location and size boils my blood.[redacted] lied to me when I called him by telling me it is impossible to drill the hole the right size. I contacted another company who states it is done all the time. The communication on my wife's end included referencing the old sink with the two hole locations and the faucet which she gave to the installer for measurements (as stated in the contract to have the faucet on-site!). The two scribbled dots on that agreement could have been put on after the time my wife signed and don't compare to the level of ignorance it takes to ignore the previous mounting locations that were pointed out.  [redacted] is admitting the mistake by agreeing to come drill the correct hole. What he is not doing is taking responsibility for his employees mistake.This would have been much easier to fix is [redacted] took responsibility early. The sink is now installed and will cost more money to remove and replace now if [redacted] agrees to replace the granite. Our R/O system is still not operational because we don't have a hole to install it correctly. We hired a company with an A+ Revdex.com rating and feel like we hired door-to-door salesman.We paid for a new granite installation, not a countertop that we need to hide excess holes. The product we received cannot be returned and will cost an arm and a leg to replace. If we have to live with the damaged granite with the hole size in the wrong spot I expect Superior Stone and Cabinets to reduce the cost 50%. If they decide to take ownership of the mistake than they need to contract and pay the plumber we hired to do the plumbing after replacing the granite PROPERLY with the correct hole spacing.

Regards,

Wife and I took a while on deciding the door styles and color. Tim was a big help. The project completed on time and on budget. I would like to take the time to say thanks to everyone at Superior. The home was large but it was a large project for us and I am glad we found Superior (through our friend).

Thank you for bring this to our attention.  Our goal is to handle every service promptly.  This installer did not follow company policy and he will no longer receive any jobs.  We will assign a repair technician to your project.  [redacted] have left you a message the morning please...

return our call and let us know your available for service.  Thank you for your patience and understanding,Superior Stone & Cabinet###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

First let me say that I see all the great reviews and am sure all of those people had great experiences, so I understand I may be the outlier, but this is MY family's experience.

I'm going to use the simple analogy of a restaurant.

You have this restaurant you want to go to, have seen good reviews, and are really excited. You get there, service is good, prices are good, food is horrible and ruins everything, makes you sick and has lingering effects.

That is our experience. Salesperson was good, price was good, product was poor and turns into a very expensive "bad meal". Shame on me for not going with the Silestone that I wanted and going with their "House" Quartz they recommended.

After having it installed, there was a mismatch at the seam, and while I understand there are slight allowed and expected variances, this was a CLEAR mismatch. In their defense, they were out a couple of days later to correct and install a new piece, but THAT one was just as off and now has a poor seam install to match. To make matters worse, the installers looked at and treated my wife like she was crazy.

So be careful. Stay away from their "House" Quartz or product, as it appears to be inferior to a quality product like Silestone (which we had in our last house and was awesome, that was my fault for not getting it!).

The [redacted] Family

Thank you for contacting us.We have not received any concerning phone calls during or after the installation from Mrs. [redacted].  At no point during the installation we were contacted by Mr. [redacted] for any concerns or issues.  Our installer told us that Mrs. [redacted] did not have any concerns or issues during or post installation.  Our installer did not receive any calls from Mr. [redacted] who was not on site.  We have also spoke to our sales person, and he didn't receive any communication from Mrs. [redacted] or Mr. [redacted] during and at the finishing point of the installation.  There will be instance that people have issues with [redacted]s or [redacted] due to their appearance, but we truly have not received any communications concerning any behavior issues from Mrs. [redacted].  She was at a different part of the house while we were working in the kitchen.  She had every opportunity to call the sales person, our company office and Mr. [redacted] during the entire day.         Drilling a hole is always possible.  However, the risk of drilling this none standard hole may break the stone and customer may need to call us back on enlarging the hole in the future in order to accommodate a different fixture.We are a A+ company because we will always follow through what we contracted to do and will not deviate from the plan without obtaining signature from customers.  Basically perform work in a good workmanship manner and provide all communications with customer in writing.  In order to accommodate the need of our customer, we will waive our standard trip charge of $150 for re-drilling another hole at 1/2".  Mrs. [redacted] would still need to sign off on the hole size and location prior installation and it must be done by the same installer.  If Mrs. and Mr. [redacted]  decided to use the hole and we will credit $75 toward their account as goodwill.  Replacement granite is costly and we still willing replace it at near material and labor cost.  This is about fairness to our installers...we can't ask them to work for free when they have done nothing wrong.  If Mr. [redacted] labels them as "illegals" without meeting them, I am sorry Mr. [redacted] felt that way.  If Mrs. [redacted] felt uncomfortable around them as stated in your latest letter, I am sorry our crew made her felt uncomfortable because their ethnicity.  Please let us know if our credit will help us moving toward an acceptable resolution.  I understand it will never be perfect but hoping some compromising will help both parties.    Respectfully,Superior Stone & Cabinet

I usually never write reviews, BUT the service I received from Superior Stone and Cabinet was wonderful.

From the sales team lead by Mike Cancelli, to the installation lead by

Jeremy, and Peter. The work was, well "superior"!

There was only one hiccup, one of the cabinets was to large. Mike was over to my house the next day with the correct one.

The job was completed on time, and we were able to cook our Thanksgiving dinner in my new kitchen!

Sincerely,

Debra Wetle