To even give this "business" 1 star is too many. I will also be filing a complaint with the better business bureau in addition to this review.
The owner of this company is Judy Macfarlane. She hires people to do the actual counter and backsplash work. The person who does the backsplash is named Juan (9098414992). The entire experience was off the cuff, last minute, disorganized, and riddled with poor communication. Nothing is given to you in writing and Judy doesn't respond to any of your questions. She texts you to tell you "my guys will be there at X time tomorrow" and expects that you will change your plans when she informs you of this last minute and then her guys don't even show up or show up hours late. Despite having arranged to get counters and backsplash done weeks in advance, my husband and I weren't sure what was all needed at the sight for the day of installation (i.e., sinks, drains, valves, air gaps, etc.) and had inquired with Judy many times only to receive no response. So not surprisingly, when it came to installs things were missing and the installation couldn't be done. My husband, the installers, and myself hand to drive all over town trying to find parts on several occasions at the last minute and things were still delayed days and sometimes weeks when had we known these things before, we could have ensured it was all present when her guys arrived and people wouldn't have had to come out for no reason wasting everyone's time.
Speaking about poor communication, Judy informed me last minute that she needed my sink for the counter creation and needed it asap even though I had told her when it was expected to arrive based on when I ordered it. So after calling to confirm whether it had arrived early or not, Judy said she would pick it up and take it to the place where the counter was being cut. Well, at the time she decided to also take our faucet and did not inform me of this. When I didn't receive it in the delivery, I then reported it missing and filed a complaint with the company only to have her tell me a week later through text that she had taken it when she got the sink and had just left it (a $200 faucet) on my front door step while I was at work - the box clearly stating what was inside. I am very lucky it wasn't stolen from the front door.
In addition to poor customer service, poor judgement, and terrible communication, the quality of work is also terrible. As you can see in the photos I am hoping to add to this review, our drains were installed crooked, the counter seam is right in plain sight and looks terrible, dirty, and uneven, the grout in the backsplash turned different colors, no sealant was put on the grout and we had to spend 4 hours doing it ourselves, and at least 5 of the tiles in the backsplash are cracking because the surface wasn't leveled before the tile was put down. Additionally, we paid for new valves and a plumber that recently came out to fix the crooked drains told us the valves were not replaced.
When it came time to pay, I told Judy over the phone that she needed to fix all of these things if she wanted me to pay full price and that the quality of work was not what we discussed. I also mentioned that she was still charging the higher price in her invoice of the quartz despite that I had changed the material. The only reason I found out that she was overcharging me was because the quartz vendor told me the actual price. She told me that I "annoyed" from the beginning, always asking her "stupid questions", and that I was "f*cking pissing her off". At this point I disconnected the call and refused to talk to her on the phone because I wanted everything in writing. When she would not respond to redoing these things and kept demanding payment, my husband and I talked about it and decided to try to be fair and so we did pay her full price for the items that were done correctly. At this point (about 2 weeks after the project was completed) the backsplash hadn't started discoloring or cracking yet and so we paid full price for the backsplash and only took of 25% off of the counter price for the counter seam and refused to pay for the drain install but still paid 100% for new valves. In total we paid over $4000 only to have the backsplash tiles start cracking a week later. Despite paying full price for the backsplash, neither Juan nor Judy will respond to fix the cracked tiles.
Please be cautioned that this lady is dishonest and you will not get what you paid for if you decide to do business with her or Juan. They refuse to stand by the quality of their work. It is really unfortunate for us and we are so upset that our newly remodeled kitchen that we were expecting to last years hasn't even lasted months. As I mentioned above, I will try to add photos to this review as well. read more