TL;DR - Stay away. They will never tell you when they'll be at your business/home, they will never call/email/text you back when they say they will, they lie, they're rude, they don't own up to their mistakes. Once they've taken your money and installed the product it's your problem even if they messed up. I have no clue how they can stay in business operating this way.
My company has been working with Travertine Artisans (hereafter referred to as TA) for about a year doing some countertop work for our breakroom/restroom remodel. Our schedule was flexible in the beginning as we were orchestrating multiple trades (cabinets, concrete floors, paint, etc.) and TA caused us no issue. However, our complaint lies with how they have handled their improper installation of our expensive new quartz floating bar top.
When we ordered it, we asked for the brackets that hold it up on the wall to be extra supportive as we wanted to make sure that the bar top would remain strong for decades of daily use. Ruben Nunez (owner) said an L bracket would work better over the triangle bracket that we wanted - we trusted him. When they decided to show up for installation, Ruben was surprised that we had metal studs which he'd been informed of in writing prior to the bracket purchase. Weeks go by and we notice that if leaned on (as a bar top is intended to be used for) the quartz sags. That's obviously not going to last very long before it bends the brackets in the wall and breaks.
I called TA and spoke with Bonnie, the receptionist/scheduler/drawbridge troll around Christmas time and was told she had to check with the guys as to when they could be out there and that she'd call me back. After multiple days, she still hadn't called me back, so I had to keep on her and each time she put me off. I finally got in contact with Ruben and he seemed responsive after I told him that I'd been getting the run around from his receptionist.
He came out to check the situation out and was shown that it was leaning. I even put a ball on the countertop and it rolled off. He admitted that this was TA's mistake and he would order different brackets. He even told me to text him the phrase "4 brackets" so he wouldn't forget to order them.
Days go by and I hear no update so I bug him. He says they'll be delivered a week from that day. I wait a week and call him back to see if the brackets have arrived and when we can schedule an install. After several daily attempts to make contact, I finally get a short text back saying, "Monday or tue." I just have to say, I work at a company where there are constant meetings with staff and important clients and the breakroom bar top in question is adjacent to the conference room. A project like this has to be scheduled around things and we can't have a crew show up on whatever day at whatever time they feel like and just start busting stuff up and making noise. He had no willingness to nail down a schedule even when pestered.
After we finally accepted that we're just going to have to go with it and if he shows up Tuesday then at least he has showed up, he texts me saying he needs to change to Thursday because his guys are sick.
Thursday rolls around and we are all not expecting anyone to show up. To our surprise, a representative from TA named Luis shows up alone. It's not a good surprise, however, because Luis doesn't speak English and he thinks he's there to measure for brackets which Ruben told me had already been ordered. To us, sending a guy in that speaks NO ENGLISH to perform a task which was not expected by the customer and is completely useless is a clear sign that he's messing with us.
After he sent Luis, we again heard nothing from him for a week. I text him one last time checking to see what the plan is. He tells me this ridiculous new plan that he has clearly just made up on the spot. "We are making 3 legs our of metal and we're gonna connect them with a piece of metal, basically a frame, it's the only way we can assure the piece won't lean forward." LEGS. This statement tells me that they are too lazy to go back in and fix what they've messed up and that they lack proper expertise in their industry if the only solution they're willing to do is turn a bar top into a table.
I spent over 3 months of my time trying to get a small mistake taken care of and in the end we're having to pay someone else to fix it. I have stressed over this and it has interrupted what could have been productive work time. It boggles my mind how these people can run a business in such a negative and deceitful way and still be in business; and more importantly, be happy with themselves when they go home at night. read more