They chose the easy way out, then ghosted me. Lazy fabrication and zero accountability…read more
I am writing this because, as a small business owner, I am disgusted by the lack of professionalism from Factory Plaza. I have been ignored by Jose and the management team for over a week despite my repeated attempts to resolve a botched installation.
I grew up the granddaughter of a Stone Mason; I know quality work, and I know when a company is taking shortcuts. I specifically chose my stone because I was told it would NOT require a seam. Later in the process, the story changed. It became clear they simply didn't want to deal with the labor-intensive task of maneuvering a large slab into place--a job that might have required a minor wall repair but would have resulted in the superior finish I paid for. I only begrudgingly agreed to a seam because they promised it would be executed perfectly. My original fears were justified: it was a disaster.
The issues:
* Poor Craftsmanship: The seam is recessed and uneven. It is a functional defect that collects debris and requires constant scrubbing.
* Lack of Effort: While I understand vein matching is difficult, there was clearly no attempt at a professional transition here. It stands out like a sore eye.
* Dismissive Management: After a failed "repair" (just smeared epoxy), the stone manager told me "nothing more can be done." In an era of digital fabrication, that is a flat-out lie.
I would never dream of treating my own clients with this level of neglect. If the check has cleared, Factory Plaza is finished with you.
The only reason I am giving two stars instead of one is because the kitchen island turned out well and Gina in the front office was a sweetheart who went above and beyond to try and remedy the situation. It's a shame the owners and management don't share her work ethic. They desperately need professional development in customer service and quality control.
Factory Plaza: I am still waiting for a senior technician to contact me to fix this under warranty. My next step is a formal complaint with the BBB.They chose the easy way out, then ghosted me. Lazy fabrication and zero accountability.
I am writing this because, as a small business owner, I am disgusted by the lack of professionalism from Factory Plaza. I have been ignored by Jose and the management team for over a week despite my repeated attempts to resolve a botched installation.
I grew up the granddaughter of a Stone Mason; I know quality work, and I know when a company is taking shortcuts. I specifically chose my stone because I was told it would NOT require a seam. Later in the process, the story changed. It became clear they simply didn't want to deal with the labor-intensive task of maneuvering a large slab into place--a job that might have required a minor wall repair but would have resulted in the superior finish I paid for. I only begrudgingly agreed to a seam because they promised it would be executed perfectly. My original fears were justified: it was a disaster.
The issues:
* Poor Craftsmanship: The seam is recessed and uneven. It is a functional defect that collects debris and requires constant scrubbing.
* Lack of Effort: While I understand vein matching is difficult, there was clearly no attempt at a professional transition here. It stands out like a sore eye.
* Dismissive Management: After a failed "repair" (just smeared epoxy), the stone manager told me "nothing more can be done." In an era of digital fabrication, that is a flat-out lie.
* Unacceptable Communication: Untimely and inconsistent responses. I'm having to reach out to them again and again and again waiting usually almost a full business week if I receive a response at all. As a business owner and full time mom, my time is valuable. I don't appreciate them wasting mine.
* Lack of Transparency: It was never mentioned to me during the process that they would not be caulking the counter to the wall. When I brought it up, it was brushed aside as something in their lengthy contract.
I would never dream of treating my own clients with this level of neglect. If the check has cleared, Factory Plaza is finished with you.
The only reason I am giving two stars instead of one is because the kitchen island turned out well and Gina in the front office was a sweetheart who went above and beyond to try and remedy the situation. It's a shame the owners and management don't share her work ethic. They desperately need professional development in customer service and quality control.
Factory Plaza: I am still waiting for a senior technician to contact me to fix this under warranty. My next step is a formal complaint with the BBB.
