Tiny Granite = Huge Headache…read more
We agreed to use Tiny's service because they initially very responsive to our questions and requests. When we asked for a quote to re-install 3cm granite countertops we were given a boilerplate "quote" that basically said we'd be charged $150 per hour of work STARTING from when they leave their shop. So if there's an accident on I70, you'd be paying them to sit in Denver traffic. Weird, annoying, and unusual, but not a dealbreaker, so we agreed and set up a time for the install. The exact date and time were agreed upon (this is important).
Where everything fell apart was when we sent an email asking if they would be able to give us a rough estimate for the job. We had gotten a few quotes (mostly by price/square foot) and wanted an estimated number to use to compare the two prices. Tiny's responded with again a very generic email which I will copy in its entirety below (again, this is important):
"Time for the Install all Depends on How Well the Cabinets Were Installed (i.e.: Level & Squared etc..) and the Condition of the Stone, if There are No Complications It Should Take a Few Hours. As for the Time Starting When My Crew Leave the Shop, Is Just Company Policy."
So, they completely ignored the actual estimate request and gave no more information on their policy for being paid to sit in traffic. Again, weird, annoying, and unusual, but not a dealbreaker.
Two days later, I'm home, taking a full day off of work because it's required the client be present and since no real time frame of work was given there's no way to schedule a half-day, and it's a complete NO CALL NO SHOW.
So I call, leave a VM requesting an immediate call back. 20 min go by and then I start blowing up their phone. It takes almost 10 consecutive phone calls for someone to answer, and then I tell them my name and address and how we expected work to start between 8-9am. Then the woman tells me that they TOOK US OFF THE SCHEDULE because we "didn't respond to their email."
This claim is outrageous and ridiculous for two main reasons:
1: Go ahead, take a second to re-read the above email in its entirety.
Literally NO WHERE does it say that it needs to be responded to. It's not expressed, implied, or suggested in any way shape or form. And yet, they cancel our appointment without notice because we didn't respond.
2: A professional business has the responsibility to contact or notify their client if they either want to confirm an appointment OR if there has been any change to the planned appointment (i.e. rescheduled or cancelled). To expect that that we the client be constantly calling or emailing them asking if they are still going to honor our agreed upon appointment time is unheard of. You don't call your doctor to make sure they didn't cancel your appointment, they always call YOU to confirm.
So basically, we agree on the scope of work, we agree on the payment structure, we agree on the exact time and date, but they still cancelled our appointment without notice and refused to re-schedule because I wasn't apologetic enough for their mistake.
They can respond to this with whatever about my supposed "rudeness", but I record all of my calls, and I never once did anything other than be upset at the beginning of the call. I was upset, not ignorant, crass, or anything else unpleasant. And REGARDLESS of what happened on the call, they showed a true lack of professional integrity by cancelling on their client without notice.
So go with Tiny's if you want:
-Vague pricing, with quotes ranging from "huh" to ¯\_(ツ)_/¯
-To pay for a crew to be in traffic, get coffee, or do anything else during their drive to your site at the price of $150/hr.
-Have your appointment be cancelled without any notification the day before it's scheduled because it's beyond their professional scope to write a two sentence email asking for confirmation.