Considering the high rating of this company, we are not impressed with their workmanship.They returned twice to correct major errors.Waited an entire day for them to show up to do the installation with no communication from the company, only for them to appear in the evening at dinner time. They finally installed the countertop the day following. After they left we found that a kitchen drawer could not be opened, part of a drywall had been ripped open and not repaired, plywood under the granite slab ripped into clothing when seated by the island, and no silicone sealant had been applied around the new under mount kitchen sink; the seams were sloppy, with silicone colour not matching the countertop and uneven in application. The above were attended to by a different company employee quite promptly after we contacted Toronto Granite. Today we had to call the company again, having found that the hole drilled for the soap dispenser was too small.
All in all, the sales staff, the measurements, the company responses have been very good. I am giving them a 2 solely due to their efforts. One of their owners called me to apologize for the turn of events. It was a nice gesture.
The non existent communication prior to showing up, and the sloppy workmanship by their installers was very unexpected. Were they in too much of a hurry?
- Approximate cost of services:
- $3,300.00
- Company Response
Hello Mrs. McLean,Thank you for your review and for taking the time to discuss these issues with me over the phone earlier today. In my professional opinion I believe that all of your issues were legit but very minor and tended to and resolved promptly on the same day they were addressed. Definitely, not deserving of a 3 out of 10 review. You were promised an afternoon installation. Yes, we acknowledge that our installers showed up to your home later in the afternoon (5pm) than usual but unfortunately the morning install that day took longer then we had anticipated. We did speak with you on a couple of occasions that afternoon and confirmed that we would still be showing up, and we did. Unfortunately, you sent us home. I believe this is where the bitterness with our company began. The next morning our installers arrived at your home at 8am. Again, you sent them home because you needed time to prepare yourself. That was fine, and we waited for an extra hour. As a customer you have the right to inspect our work and point out any concerns after installation. We believe that what makes a company is how it addresses such issues. There were issues that were brought to our attention on your behalf and we sent someone to your home promptly to make sure all of your concerns were resolved with no delay. All of the above mentioned issues were resolved the same day. We are human and we make mistakes from time to time. We are not pretending to be perfect. If you read some of our previous reviews that are 8, 9, 10’s you will find that there were issues in some of them as well. What we are proud of and what past clients appreciate is the fact that we tend to them promptly and never close the door on a job until you’re happy. Even if you had a concern in the future we would visit your home again and again til you are satisfied. Sorry we did not meet your expectations. Hopefully we can make it up to you on a future project. If there are any questions regarding this review by Mrs. McLean by any Homestars reader, please feel free to contact me directly at (647)297-6843. Mark