Superior Stone & Cabinet

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

Superior did an excellent job on our granite kitchen countertops. We worked with [redacted] who took his time as we decided which granite and then which slab we wanted to buy. I just hired them to install a new granite top in our master bath and will write a review when that is finished. The installers did an excellent job and left absolutely no mess - the tops look awesome!

Excellent company with excellent service and accurate bids. Jeff C[redacted] walked us through the entire process from coming to our home to measure to selecting the particular slabs we used including matchin slabs for seaming. I have already recommended them to my neighbor.

I had the pleasant experience to get my living room floor tiled and kitchen counter replaced with granite. Jeff C[redacted] led us through this in an easy way, from picking the material to the installation. I couldn't be more happy with the results. It was a good experience, which I hope to repeat in other projects.

Thanks

Superior stone and cabinet did a wonderful job with our kitchen remodel. Jeff was a pleasure to work with. I would highly recommend them for any kitchen remodel.

I am sorry for the misunderstanding.  We proposed in the previous response to remove the small piece next to the refrigerator and replace with a matching piece of your choice (select from our remnant yard).  We are providing this piece at no charge.  The service fee is to pay the installer.  We always guide our customers when picking pieces; However, we all have different taste and artistic interpretations.  Most cases, we can NOT force our sense of beauty or beliefs upon our customers.  Basically, something we like might not be what you like.  The reason we spent a lot time to select material is to avoid something like this.  I have already spoke with our installers and we will even pay for portion of the re-installation.  Please help us moving forward by coming down to select the proper piece and the reduced service fee of $150.  Thank you again for your understanding.

Thank you for letting us work together to resolve this issue.1.  Mr. [redacted] was not on-site at the time of installation.  We asked Mrs. [redacted] (contract signer) for RO hole location and obtained sign-off on the location.  Please see signed attachment with 3 initials ([redacted] hole...

location on-site signoff).2.  Mrs. [redacted] 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 ([redacted] completion signoff)3.  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" ([redacted] standard hole drill notification)4.  Without seeing our crew, Mr. [redacted] have determined they are illegal immigrants.  We would like to point out not every [redacted] is an illegal.  I can't change the fact that you are uncomfortable with [redacted]s/[redacted].  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 $0.  If we send another installer the charge will be $150 per signed contract agreement.  This other installer would still be [redacted] 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 $500.  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 [redacted]) to replace this piece the cost would be $800.  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. [redacted] decide to go that route.  Thank you for contacting us,Superior Stone & Cabinet

I appreciate you trying to work this out; however, I refuse to put another piece on mismatched granite on my cabinet.  A picture was sent to Sean of how terrible this looks, along with an area that needs to be rounded out better. If you want me to forward it to your phone or email, let me know.  When I told Sean I did not like the mismatched granite work, I asked him to get me a price of doing the entire piece over...still waiting for him to call me, unlike the lie that was told to Synchrony.  If you cannot replace the entire piece, I will not be satisfied. Sean knew how fussy I was, told me this would match, and should have pulled out the one existing piece of granite to see how this would have worked with areas being cut out.  I paid over $200 to get a larger piece...for what????  I would have waited for a new piece to come in.  I relied on Sean to guide me in the right way, instead of only wanting the sale.

Review: 2-16-15 installed laminate flooring in kitchen/family room. 2/17 left message for [redacted] (designer) re two dents in flooring. No response. 2/21 emailed pictures. 3/1 [redacted] (installer) filled dents with mud-colored putty-- not even closely matching my red oak floor. He asked me if I had dropped something on the floor. When I assured him that I had not and that I noticed the dents the day after installation before any furniture was returned to the room, he said that he couldn't possibly inspect each board as it is laid. It was obvious that he was unhappy about having to come back.

4-7-15 left message for [redacted] that flooring is separating in about ten places. No response, so called again next day and was told [redacted] would come 4/9 after 4 pm to fix. 4/10 called [redacted] to say [redacted] was a no-show. [redacted] came out 4/11 to inspect floor. He said [redacted] would come out week of 4/18 to repair the floor. 4/23 I called [redacted] to inform him that [redacted] neither came out the prior week, nor did he call. 4/25 [redacted] called to say [redacted] would call 4/27 for appointment to fix floor that afternoon. 4/28 I called [redacted] telling him that I hadn't heard from [redacted] His response was that [redacted] "probably forgot." At that time I requested a different installer because of [redacted] attitude. [redacted] said he'd check to see if he could get someone else. 5/3 still no response.Desired Settlement: My reason for selecting Superior Stone & Cabinet over other companies was because of their A+ rating with Revdex.com. Their customer service to me is an indication that they do not deserve the Revdex.com high rating. Because of the separation of some of the boards, I dare not clean the floor with anything but a dry mop. I would appreciate any assistance you can give in getting my floor repaired.

Business

Response:

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###-###-####

Consumer

Response:

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,

Superior stone and cabinet did a wonderful job with our kitchen remodel. Jeff was a pleasure to work with. I would highly recommend them for any kitchen remodel.

Review: I hired this business to install new countertops in my home, and the offer included a new kitchen sink. They told us they would not do any plumbing so I was told to remove the garbage disposal myself before they would service the counters. I removed the disposal as they asked and before they began work I asked the associate to look and make sure what I did was satisfactory. The associate said it was fine and began working. During the process one of the workers asked me to turn the main water valve back on because they needed water to do their job. Before turning it on, I asked the worker if it was safe and if water would leak from the kitchen. The worker said it would be ok that they closed the valve off. I turned the water on and it started to pour out at a fast rate. I turned the water off from the main valve and approached the workers about it. The workers denied that they told me to turn the water on and were rude about it. They also left the house with a piece of the garbage disposal so I couldn't reconnect my sink plumbing. So far I have paid for a plumber and water removal specialists to come undo the damage. Superior stone has not been responsive to ameliorating my complaint.Desired Settlement: Cost for damages including sink hardware, plumbing expenses,cost covering potential mold damage and possible new cabinets and carpet if mold is found. Plus the money back for the countertops that resulted in all mentioned issues. I want the company to be fair and admit to their mistakes

Business

Response:

Mrs. [redacted]

We tried to contact you directly yesterday and left a message on your cell phone. Please feel free to contact us if you have any questions.

We are sorry for your experience. It is our goal to provide excellent service to our customers with little or no interruption to their daily activities.

1. We are not a plumbing company and we have little or no experience with plumbing or plumbing fixtures. If a piece of garbage disposal was not removed, our crew do not have the ability to identify the "missing" piece. We do not do any plumbing or electrical work as stated in our contract. Also, in the customer prep. worksheet states that a licensed professional should be contacted if you need assistance to remove any plumbing pieces.

2. Overtime plumbing fixtures will leak, break, or fail. In your situation, the valve have failed when the water main was turned on. In most situations we will need water to do cleanups and we would most definitely ask for water from the homeowner. Your valve will fail regardless who asked for you to turn on the water main. Similarly, if your friend ask you for a ride to work, and your car breaks down, should your friend be responsible for the repair bill? The valve failure can not be determined or predicted, and it should be replaced by your plumber.

We understand your frustration and we had every intention to complete your project without any issues. However, there are so many other pieces of this puzzle have to "fit" exactly right, or we will have challenges. A failed valve caused all the issue. Most construction projects will have some challenges and we will do our best to overcome them, but what happened on your project was caused by fixture failure not the action of superior stone. We have warned all of our installers to watch out for valve failures as the water main is being turned on.

Thank you for your understanding in this matter,

Manager

Superior Stone & Cabinet

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

Review: New countertop installed August 20, 2013. Waited one month per [redacted] (salesperson) to see if there were any problems. September 17, 2013 notified [redacted] about problems, i.e., improper sink cut out which resulted in sink not being flush against countertop, extra hole in sink which I was not told about prior to installation, old sink hardware, granite not sealed, granite not shiny in one spot (approximately 1.5 inch by 10 inches), granite flaking in two spots and chips in granite in several spots.

Undated letter received from [redacted] September 27 or 28, 2013. Letter addressed only sink cut out issue. October 7, 2013, follow up letter written by me asking for name and contact information of person authorized to provide information with regard to Discovery should a legal case need to be filed. Undated letter received from [redacted] (although my letter was addressed to Customer Service) on or about October 18, 2013. Issue with granite still not addressed.Desired Settlement: Sealing of granite, repair of granite where it is flaking and of the chips. NOTE: Prior to purchase, [redacted] stated that granite might have chips or flakes and those could be easily repaired with epoxy but that I should wait about a month after installation to see if any seams needed to be repaired.

Business

Response:

Customer only want to be contacted VIA postal mail. Sink was shown in our showroom and that is the only sink we carry. The extra hole is on the sink itself and it only come that way. We are not licensed to do plumbing or electrical and all hardwares installed by home owner's contractor. In all her letters, pitting on granite are no where mentioned. We will contact her next week to make appointment and inspect granite. [redacted] will come out to inspect. As noted in contract, granite pitting is normal and often times are not repairable.

Thank you,

Superior Stone & Cabinet

Consumer

Response:

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.

Appointment scheduled for December 9, 2013 for business representatives to come and look at the granite. I have no idea if they will be able (or willing) to fix the granite. Complaint cannot be resolved at this time as business has taken no definite action.

Regards,

Business

Response:

Thank you for notifying us. We will keep Revdex.com informed as soon as we have the opportunity to inspect the project.

Review: I paid over $4000 for granite. I was not familiar with the process of installation & relied on my salesman Sean to guide me to have a perfect job. I was very fussy about coloring & picked out my own slabs. When Sean came to inspect the home, I was advised I would have to pay $200 more to get a bigger piece of slab. He told me there would be a seam & indicated it would be in an area that I would have a garage covering a portion of it. He did not have a larger slab, that I liked the coloring on, & advised that I would not notice the seam & sold me the job. When the installers were out, I was asked where I would want a ends cut off, on my island, & they would glue the ends on. I told them I do not want any seams, I was not never told about that. I told them to install the entire piece. When it came to another part of the cabinet, I was not given a choice & the installer cut the piece where it did not match & it looks terrible. If the cut was on the other side, the patterns would have blended in. After something is installed, is not a time to find out that this is not what I wanted. I should have been shown where the cut would be & I could have decided or waited for a new piece of granite. I NEVER SIGNED OFF ON THE PIECE THAT WAS CUT. Granite business have you sign off on the cuts before they do it. Once it is installed, where is my recourse to make the change. When I expressed that I hated the cut & wanted the piece removed, Sean said he had a killer deal of $400 to $500. Sean never called me back so I disputed $1,000 on my loan bill. I figured that was a fair estimate. Amazingly, they produce papers with our signatures, but have never contacted me to end the dispute. They want $625, plus tax to give me a 20' x 26' piece to replace the other one. That is not an option. They lied & said they contacted me. Sean was more interested in the sale than making sure such a permanent job would have been done right. I noticed another complaint similar to mine, not surprised.Desired Settlement: I should have been advised to wait for a new piece or granite or go back and look at the larger piece to see if it could have been used. Sean sold me a job when he knew how fussy I was. I inspected installation seams, at their office, & they do not look anything like I have. I refuse to pay $625 for a small piece to be put in. The end piece has the cream variations & there is absolutely no way this will look good. I want an entire piece replaced so there aren't any seams. If they would have had me sign off on each cut, this could have been avoided. You don't have the customer sign off on a job & produce my signature for an unsatisfactory job. If this cannot be resolved, I want a complaint put against their company. When I disputed the bill, I thought this would get them to call me to resolve the complaint. They avoided the problem hoping it will go away. This is no way to do business. They also lied to the loan company about contacting me. I am not finished fighting that battle.

Business

Response:

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

Consumer

Response:

I appreciate you trying to work this out; however, I refuse to put another piece on mismatched granite on my cabinet. A picture was sent to Sean of how terrible this looks, along with an area that needs to be rounded out better. If you want me to forward it to your phone or email, let me know. When I told Sean I did not like the mismatched granite work, I asked him to get me a price of doing the entire piece over...still waiting for him to call me, unlike the lie that was told to Synchrony. If you cannot replace the entire piece, I will not be satisfied. Sean knew how fussy I was, told me this would match, and should have pulled out the one existing piece of granite to see how this would have worked with areas being cut out. I paid over $200 to get a larger piece...for what???? I would have waited for a new piece to come in. I relied on Sean to guide me in the right way, instead of only wanting the sale.

Business

Response:

I am sorry for the misunderstanding. We proposed in the previous response to remove the small piece next to the refrigerator and replace with a matching piece of your choice (select from our remnant yard). We are providing this piece at no charge. The service fee is to pay the installer. We always guide our customers when picking pieces; However, we all have different taste and artistic interpretations. Most cases, we can NOT force our sense of beauty or beliefs upon our customers. Basically, something we like might not be what you like. The reason we spent a lot time to select material is to avoid something like this. I have already spoke with our installers and we will even pay for portion of the re-installation. Please help us moving forward by coming down to select the proper piece and the reduced service fee of $150. Thank you again for your understanding.

I had the pleasant experience to get my living room floor tiled and kitchen counter replaced with granite. Jeff C[redacted] led us through this in an easy way, from picking the material to the installation. I couldn't be more happy with the results. It was a good experience, which I hope to repeat in other projects.

Thanks

Review: I sent this letter via E-mail on 31Jan2015 to the owner of Superior Stone and Cabinet. (The web address you have on file is wrong (www.superiorazinc.com).

[redacted] Drive

Gilbert, AZ 85234

###-###-####

[redacted]

January 31, 2015

Superior Stone and Cabinet

Phoenix, AZ 85040

Mr. [redacted],

This is an official letter requesting compensation for us having to settle for the lack of quality craftsmanship and communication from Superior Stone and Cabinets. You’re A+ rating with the Revdex.com and a recommendation from a friend led us to you. There were mistakes made during the granite countertop installation that your company performed on 29Jan2015 and I hope you can reconcile and earn a decent review from us. Our review is going to be based on you either accepting a deep reduction in payment or re-doing the work the way it was supposed to be, which will require you to contract and pay for the re-plumbing with the contractor we choose.

First, there was a hole drilled in the wrong location and entirely too big for the reverse osmosis faucet. The faucet was on-site and inspected by your crew. The hole was supposed to be approximately ½” in diameter and offset to the right of center approximately 12½”. They drilled it approximate 1¾” in diameter and approximately 8½” off to the right. When I called you about the mistake of drilling for a spray nozzle that isn’t being installed you claimed that “that is the way we do things”. I had to argue with you to acknowledge that there is a ½” drill bit for granite because you claimed there was no such thing. Only after I contacted the water softener company and confirmed that there are tools to do the job right did you agree to explore drilling the appropriate hole. The big problem with this is that there will now be an additional hole in the granite that we never wanted due to what you consider your standard practices. You claim that the installers communicated where the holes were going and my wife claims that they inspected the faucet and the old sink that was to be used as a template. I asked you to visit the house to review the workmanship and you declined. Please review the pictures below. I’ve considered the ideas you presented by either putting in a soap dispenser, power button for the disposal, or placing a cap over the excess hole and I cannot find any of those acceptable considering the fact that this is a new product and it should be done correctly.

Second, we contracted [redacted] from on your company’s referral and recommendation. He quoted $250.00 for the main sink and $85.00 to reconnect the reverse osmosis. I expected there to be a few additional charges for parts and maybe minor repairs so I budgeted a little more for unforeseen plumbing issues. He did not show up when scheduled so I contacted you to make sure he was okay and you told me to send him away if he showed up. [redacted] called me an hour and half after the appointment time and told me he had someone else on their way. I turned around his sub-contractor as you suggested. I called around town and was not able to get anyone to come out that night. I had to hire [redacted] and [redacted] who agreed to come out the next morning, which happened to be a Saturday, and did the main faucet, disposal, and drain work for $719.00 which did not include the R/O system since the hole was not there to do the work. We need to have a semi-functional kitchen or I would have waited to install the faucet and drains until we could have the granite replaced. There were no unforeseen problems with our plumbing.

Third, there is a significant gap between the wall and the backsplash on the island. The sealant the installers used doesn’t even fill the gap and the only way to show this is through the included photos.

Fourth, the rubber gasket that was installed around the sink should have been sealed. This may be an opinion of mine that the gasket is not enough so I will take that upon myself to make sure water doesn’t leak from around the threshold between the sink and granite.

In conclusion, I just don’t trust your company to not mess up the ½” hole that you don’t want to drill. You told me that you’ve never done it before, told me about several nightmare problems that will occur if you attempt it, and if your company messes up that it will fall on me financially. I do not want to risk having to hire the plumber again to remove and replace the fixtures that are now in place if you mess up the existing countertop. The way you can fix this is to replace the granite properly, in a timely manner, with the holes drilled at the correct dimensions in the correct locations, and contract [redacted] and [redacted] to redo all the plumbing correctly. The alternative, if you expect us to accept our kitchen with the mistakes that your company made than I expect the price of the job to be adjusted to $1,500.00 and I will fix the poor workmanship and the live with the wrong hole location. We have already incurred several hours worth of extra work, headache, and continued expense due to your installers mistakes and the recommendation of an unreliable plumber.

Please consider the options I have provided and reply by E-mail by Tuesday 03Feb2015.

Regards,

See Figures below.

Figure 1: The old sink was provided as the template for the faucet locations and hole sizes.

Figure 2: The size and placement of the wrong hole

Figure 3: The plumbing done by [redacted] & [redacted] which I don’t want to mess with.

Figure 4: Bill from [redacted] and [redacted] receipt for $719.00 (much more than if I hired a plumber in advance that showed up)

Figure 5: The worst gap left behind backsplash. Note the approximate 5/16” distance from the wall and the hole in the sealant.

Figure 6: Different angle of same gap from figure 5, it is over 6” long.Desired Settlement: The response to my letter from Mr. [redacted] claims that they verified things down to the color of the caulking with my wife and she says they did no such thing. The installers would not look her in the eyes when she greeted them. She was very uncomfortable being in the house with them. The way she explains the demeanor leads me to believe that they may have been undocumented workers.

In his response to my letter Mr. [redacted] requests an additional $500.00 on top of what was already financed with Synchrony Financial to replace the damaged granite. I find it truly offensive that he expects us to pay him more money to fix a mistake made by his crew.

What I truly want is to go back in time and take the day off from work to babysit the installers during a very basic job. I trusted the Revdex.com report after being referred by a friend so I was confident that Superior Stone and Cabinet wouldn't have an inferior installation crew. Obviously time travel is out of the question so I revert back to what I requested from Mr. [redacted] the night of the installation (before any plumbing was installed). I really want the countertop that was promised. I truly expected Mr. [redacted] to acknowledge and fix the problem in a timely manner; however, he shifts the blame to my wife when his installers didn't even have the tools to do the job right. His delay in correcting their mistake has created the additional problem and expense since we needed to have a functional kitchen for our family. Now if he decided to replace the granite we need to hire plumbers again which I expect him to pay for the contractor we used to do the work.

I guess I need to be the one who accommodates the mistake since the workers were less than friendly (no longer welcome in our house), [redacted] is quick to blame my wife even though his crew didn't have the patience or tools to do the job right, and most of the plumbing is completed. If I agree to use the wrong hole for our R/O system it will cause problems with the mounting and I expect to meet in the middle in regard to fees. The bottom line was $3,035.67 which was for kitchen countertops that was done properly. Since I've incurred, an will continue to incur additional costs, I will accept the defective workmanship for a 50% reduced cost. $1517.84 is much cheaper than what it is going to cost Superior to fix this properly.

Business

Response:

Thank you for letting us work together to resolve this issue.1. Mr. [redacted] was not on-site at the time of installation. We asked Mrs. [redacted] (contract signer) for RO hole location and obtained sign-off on the location. Please see signed attachment with 3 initials ([redacted] hole location on-site signoff).2. Mrs. [redacted] 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 ([redacted] completion signoff)3. 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" ([redacted] standard hole drill notification)4. Without seeing our crew, Mr. [redacted] have determined they are illegal immigrants. We would like to point out not every [redacted] is an illegal. I can't change the fact that you are uncomfortable with [redacted]s/[redacted]. 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 $0. If we send another installer the charge will be $150 per signed contract agreement. This other installer would still be [redacted] 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 $500. 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 [redacted]) to replace this piece the cost would be $800. 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. [redacted] decide to go that route. Thank you for contacting us,Superior Stone & Cabinet

Consumer

Response:

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,

Business

Response:

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

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

Superior did an excellent job on our granite kitchen countertops. We worked with [redacted] who took his time as we decided which granite and then which slab we wanted to buy. I just hired them to install a new granite top in our master bath and will write a review when that is finished. The installers did an excellent job and left absolutely no mess - the tops look awesome!