We purchased our granite on March 25. We put 50% down on our purchase. They were scheduled to measure on April 21 and did so. At this time, we paid the remaining 50%. As stated on their contract, we could expect the approximate completion date to be 20 business days out. I contacted them on May 21 to check on the delivery of my countertops to the Noblesville location. At that time I was told they had not yet been delivered and I could schedule an install date. We did so, and it was scheduled for June 5th. This is well past the "approximate" completion date mind you. I was patient and accepted this delivery date. I called the Noblesville store on June 4 to confirm my delivery for the next day and was told "Oh, your name is in red, there is something going on." The office staff checked on my order and I was told the granite was still in Michigan and June 5th would NOT be my completion date.
ONE: When was anyone planning to tell me this? Obviolusly, not less than 24 hrs. Before Rock Tops is due at my house for install. We have kept our end of the bargain and torn out our previous countertops as well as sink, disposal, disconnected dishwasher, cleaned out sink cabinet and leveled all cabinets. We also were ready with our newly purchased cooktop and faucets for proper measure and cutting.
We scheduled for the following day-June 6 @ 12:00 noon.
Follow up call again by me @ 12:30 June. I was told they would be by between 12:00 noon and 4:00 P.M. Really? I wasn't told this was going to be a 4 hr. Window! Ok, finally around 4:45P.M.installers show up.
OOOOOOPPPPPPSSSS!!! We tried to cut your countertop on the driveway for your cooktop and it shattered all over the drive. "Gee, were sorry, it'll be at least another 2 weeks!
OH NO! You will get it here asap. Saturday June 7th, Fed Ex sample for match to Michigan. Husband visits store, schedules for Monday June 16. Again, between noon and 4P.M. Appt.installers show @ 5:15P.M. With the countertop the other installers previously shattered and has been re-cut, but not the remaining countertop that will hold the sink!!! Keep in mind that the sink countertop was previously finished and they took it back with them after they broke the cooktop countertop that was to adjoin to the sink. Countertop. So still our job is not complete.
Installers call their install manager-JOE - and he says the remaining top is due in at 6A.M. Tuesday June 17th. What the hell is it doing in Michigan anyways!!! It was previously fine and should have stayed in the Noblesville location waiting for the re-cut piece to come back in. I call Noblesville location and speak to Scott and some other guy he shoved me off on who called me by the wrong name and was promised a call back this same evening once he was able to speak to JOE -install mgr. 10:42P.M. Still waiting and no call.
They have my money and who knows if I'll get my job completed nearly 4 weeks beyond the "apprioximate" install date. Called extensions and voice mails in the Michigan location and most of their mailboxes are full. Should I be surprised? Also "googled" owners names and found nothing encouraging. Also note, JOE is the new install manager that has only been with them for 4 days. How many messes does he have to clean up? BOTTOM LINE&No one communicates within the company and they certainly don't give any consideration to communicating with their fully paid client. EXTREMELY POOR CUSTOMER SERVICE!!! Sales people do not follow up with their clients. Thanks ADAM!!!
Sadly, we have unnecessarily been living without running water in our kitchen, put off other contractors and still do not have our re-model complete nearly 3 months after we placed our order. Hey CHARLIE - how will you fix this one??? Word of mouth and internet communications do make a difference. Send all the flyers you want.
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