Susan Irwin from Mississauga

I had a similar experience to your most recent submission. I dealt with Joe to book the granite (hadnt had the pleasure of meeting Frank yet!) and Joe came out to measure. I was very clear that granite on cabinets next to fridge had to be flush with cabinet ie no overhang due to narrow fridge opening. I had searched high and low for a small enough fridge and put a 29" fridge in a 31 inch opening. Joe said no problem and I thought everything was ok. I paid 1/3 of the cost (as asked) on booking and rest of payment was not discussed other than remainder was due when job completed. When installed (Nov 8/12), it looked ok although I did point out overhang to installers (Alberto) and said it was supposed to be flush. Discovered later that evening that I could not open to fridge door without the fridge being squashed into the granite and making a mark on my new stainless fridge. On day of installation, I advised installer that i would go to the office the next day (was 3:30pm when installers left and I had to return to the office for our Directors' goodbye) at which time he called Frank who grilled him about how I was going to pay. When I advised part on credit, part by cheque, he advised that they only take certified cheques. I told him that perhaps he should have mentioned this beforehand as it appeared to be a big deal that I was going to pay the next day. On the morning after installation, I emailed a picture to Frank of the overhang and stated that fridge door wouldnt open - he initially stalled and said that I had signed off on it the day before but finally agreed the guys would come and "grind it down". He seemed to be more focused on when I was going to come in and pay him than the job being done to my satisfaction. I got the remaining amount due in cash and was planning to stop by on my way home to pay provincial granite. Emailed installer and asked him to send me a picture of rectified countertop. Got call from Frank stating that I was trying to get out of paying and trying to renegotiate things and stating that they couldnt send a picture as the installer was now on another job. (He took pics the previous day before he left so I assumed he did the same today). Frank went on to say that if I hadnt bought such a "huge" fridge it wouldnt be a problem and was the most unprofessional, rude person I have ever encountered. He sent me probably 20 emails threatening to come and pick up "his product" and told me he was going to send the bailiff to get his granite etc. etc. also threatened to sue me, send my account to a collection agency etc. etc. This is now a horrific experience for me and I would never deal with these people again. I dont even really want their granite in my home. I was hoping to get a better response from Joe when he returns for vacation on Nov 16 however Frank has already threatened that Joe will not take not being paid lightly and will harrass me so I'm not hopeful after reading of the previous reviewer's experience with Joe. It is sad that people can make what should be an exciting and positive experience turn into such a nightmare! I actually called another very reputable granite company and ran this whole scenario by them to see if I was the crazy one. They told me that their customers have 7 days to pay after installation as they want their customer to live with the installation for a week to see if any changes need to be done. I wish now I had dealt with them. My issue was NEVER about payment but wanting to ensure the job was properly done before final payment was made. When a company insists on 100% payment before you get a chance to ensure everything is ok, BEWARE!!! There's a reason.