I contacted Toronto Granite based on excellent Homestars reviews. I visited their location and made my choice. Installation was scheduled for a week or so later.
On installation day, apparently the granite for one side of the kitchen cracked. I returned home to find my stove pulled out, my kitchen full of dust and neither counter installed. I totally understood the granite for one side of the kitchen cracked and so couldn't be installed, but I was disappointed that the installers hadn't made any attempt to install the other counter and make at least part of my kitchen liveable for the next week while I awaited a replacement installation. The place looked like the installers just ran out the door - it was Friday, I guess.
The following week, the stone was supposed to come one day, then it didn't, then another day, then it didn't, and my installation day kept on getting postponed. (On one of my calls to TorontoGranite, it was clear that they blamed my small kitchen, the fact that my kitchen's old and not square, whatever, for the problem. No doubt my old, small kitchen that isn't square is a problem, but that's why I hired professional installers who do their measurements with laser beams and cut with precision tools!)
When the counters were finally installed, I was thrilled to have my kitchen working, sink hooked up again... until I noticed a 2" crack in the granite on one counter.
I contacted the owner who came out to look at it. He said his team would come out and replace the counter.
When the fellows got here to replace it, they looked at the crack and stood grumbling in the kitchen for quite some time, talking about how they should have brought the buffer and the black marker. I entered the kitchen and asked what their plans were, and they went to some length to make me feel guilty for wanting them to replace the counter because of a crack. I told them I didn't pay a couple of thousand dollars to have a cracked counter, and I really didn't want to live with it as is. They finally relented and replaced the counter, with one of them cursing how he's not paid enough for this "s**t". I found the situation quite stressful.
After they finished, I noticed several places where their utility knives had sliced the surface on my cabinet doors, gauged the walls, and one shelf that had been banged strongly enough that the shelf peg was wrenched out of the particle board rendering that peg hole useless. I pointed out a few things, which the guys denied. As well, they set up their stone cutter right outside my front door and spewed stone slurry all over my outdoor bench, door, and railings, leaving it for me to clean. I understand that they needed that space to make some cuts, since it was drizzling that day, but I guess they don't carry drop cloths and they didn't think to clean things up.
I refrained from posting a review for quite a while because I just felt it's not something to do in haste when angry. It's many months now since the job was done. I admit I'm still disappointed by my experience and the damage to my kitchen.
I think it's important for others whose kitchens may be small, and whose walls may not be square, to know that while the owner is friendly, professional, and accommodating, his installers may not be. Overall, I am happy with the counter, but it would have been better to spend more money for a smoother and more timely installation experience (and less damage).
- Approximate cost of services:
- $2,400.00
- Company Response
When reading reviews like this one, it is important that we have the opportunity to respond and remind those potential customers who are reading our reviews that there are two sides to every story. Though we try our best to satisfy every client, we remind you that we deal with so many different characters and run into many different situations on job sites.
I personally measured this kitchen. What should have been a 10 minute digital template, took over an hour because there were boxes, left over food, dishes and personal belongings everywhere within the small confined space where the kitchen was. The floor, appliances, and existing countertop were absolutely filthy. I remember how uncomfortable, and disgusted I felt in there but I remained calm, patient and helped the client clean up the kitchen enough so that I could set up my equipment to template for her countertops.
Unfortunately by the time our installers arrived on site, the kitchen was a mess again. After trying to squeeze in between the mess to fit the stone between two concaved walls, the granite cracked by the sink. (It sucks, but this happens from time to time in our line of work.) In this situation, we ordered new material, and tried again successfully at a later date.
Before this client criticizes our installers for leaving her home after the original install and joking that they dont "get paid enough" for this, she should ask herrself what kind of working conditions she provided for our team. We don't agree with what was said, but if we are honest, this was easily the messiest kitchen and job site that we've ever installed in.
None of our installers wanted to return to this home and it took a double pay to convince them to return and complete the countertop installation. We are sorry that she felt unhappy with our team. We honestly did our best given the conditions provided to us. In the end the job was completed to the clients satisfaction. This is what is important to us.
If any potential clients have concerns after reading this review please feel free to contact us directly to discuss further.