Working with LM was such a terrible experience. My husband and I went into the store on a Saturday afternoon asking about granite prices. We were thrilled when Alex said he would come by that evening to measure our kitchen and give us a price. That's where the warm fuzzies ended. He came over with the samples we picked out, measured the kitchen at (10 square feet above every other bid) and gave us two separate prices based on which material we ultimately decided on. We were super excited that the color we liked the most was the least expensive. He said he'd throw in plumbing, so that our kitchen would be back fully functioning by the end of the install. He also said he'd only require $500 down to get the process going. After getting a few different bids (LM's being the lowest), we decided to go in and ask a few more questions. Every question we asked seemed to physically pain him, and he would divert it to someone else. "Oh you have to talk to Cathy to get the scheduling. Oh you have to ask the installer." He had no interest in getting our business. Against our better judgment, we decided to hire him, even when he said he required $1500 down payment, not $500 like he originally said. He gave us two WRITTEN quotes, told us an installer would come by to do the final measurements, then we could pick out our slabs. He also said that the installer would meet us at the slab yard, so we could talk about where we want the cuts. When the installer came to do the final measurements, I had a list of questions, like do they dispose of the tear outs, where will the seams be, what about the edges. Although, he tried to answer most of them, 90% of his answers were, "You have to ask Alex."
We scheduled our appointment to look at the slabs with Tobin at MSI. After looking at our first choice, we weren't completely sold. We wanted to see other options in the same price range, so we called Alex to find out what those were. He was nowhere to be found. Got in touch with Kathy in the office, and though she showed every effort of helping us, she just didn't have the information. The person who did was completely MIA. Tobin was so great and patient with us while we vented about the complete lack of customer service our LM sales rep was showing. Although he couldn't give us specific pricing, he tried to show us similar slabs that should have been in the same price range. After seeing these, I really decided that our original choice was the one for us. Tobin wrote up the order and we were on our way, because the installer who was supposed to meet us never showed up. Kathy contacted us immediately talking about install dates, some as soon as five business days later. My husband thanked her for all of her efforts in the run around and asked her to tell Alex to call us as soon as he got into the office.
He finally did call back...two days later. He said that he could install that very next Friday, but he had swapped the prices on the quotes, and the slabs that we chose would be almost $1000 more. After going back and forth with him about having a written quote and needing it to be honored, he still refused and my husband demanded our money back. Although we know we could have ultimately made him honor the written (and signed) quote, at that point, we just wanted to be done with the company. Alex's word (or handshake) meant nothing, and we didn't trust him handling our business or being anywhere near our home. Live and learn...if it seems shady, it probably is. In this case, it absolutely was. read more
