The final result looks nice. The counters are high quality, the install team was friendly, skilled, and efficient. However, there were several troubling events that led to extreme frustration and unexpected expenses to the tune of thousands of dollars. The initial bidding process was simple and we agreed on a design and price that worked for us. We signed contracts and were getting excited for our new counters. Shortly after, we received a call from the salesperson, Connie, telling us that she mistakingly quoted us for the mitered edge stone, but not the extra labor. If we wanted the design we already signed contracts for, it would now cost us another $1100. She "brought down" the price to only $600, but the entire thing felt like a massive scam. We should have backed out then, but we had already ripped out our old backsplash and didn't want to live with torn up walls for any longer than necessary.
Then, days after templating, we were contacted again and notified that our peninsula was too long, and would need to shorten by two inches. This is valuable counter space and changing our layout once again was a frustrating development.
Finally, the worst incident was during install. Our undermounted sink was broken during the removal of the old countertop. We were assured many, many times that we could use this sink and would not need to buy a new one. The templater was at our house and measured this sink, and had ample time to inspect it. The install team did not seem to be aware that we intended to keep the sink. They informed me that undermounted sinks break "all the time" because of the glue used to hold them on. After my initial call to Connie, she assured me that the company would replace my sink. Several hours later, she called me back to tell me that the company would not replace the sink after all. I was on my own to buy a $600 sink that the new counters were cut specifically for. I believe the company had ample time and opportunity to inspect my sink, and if they believed it was at risk of breaking, some sort of planning could have been done. We could easily have had a spare sink on hand. This is a major misstep that they have refused to take responsibility for. We were without a kitchen sink for several days, forced to order one express online, and then told we would be "put on the schedule" for an install the following week. We ended up finding another contractor to just come install it that day. All in all a very unprofessional and unaccommodating experience.
We have filed a complaint with the BBB that has gone unanswered. If you are looking for new counters, I am sure you could find them from a better company than Rock Tops. read more