Business ProfileforTroy Granite

Not sure what’s worse, their attention to detail. Inability to clean up or prep properly or their customer service. To start off, I had to calm them 3 times to even get my estimates emailed to me… but even then I was told “you have to provide us your budget”… I’m sorry WHAT? They wanted me to tell them how much money I can spend and then guess what. The EXACT quartz I wanted was the total cost of my budget (bit strange, but okay). So I paid IN FULL (they even charged a huge processing fee for using card as well). Then came the day of install… no protective shoe covers and no drop clothes… they cut a hole for my faucet, but left all the saw dust for me to clean up inside of my brand new cabinets. When I called about this the lady on the phone scoffed at me and said “you can’t expect them to wipe it off or clean up”. So I guess they just like to over charge, make a mess AND have terrible customer service. To top things off, I was also promised a cutting board (which I also never received). I’m putting this review up in hopes that other “customers” decide to shop around more and find someone that will actually take care of your needs better.. perhaps a company that ACTUALLY cares. Oh and I almost forgot, Jim was our sales person but I only spoke with him once… after they took our money he refused to speak with me again. Guess I wasn’t worth the time unless I was spending more?

We're genuinely sorry to hear that your experience fell short of expectations, and we appreciate your detailed feedback. Let's break down your concerns.

First off, we apologize for any frustration with the budget discussion. We weren't prying into your finances, but rather trying to understand your budgetary constraints to offer suitable options. The matching of the stone cost to your budget was our attempt to align with your financial comfort zone, not anything unusual.

The decision to pay in full was tied to a promotional discount we thought you'd appreciate. We also provided alternative payment options without processing fees, such as checks or cash. Your satisfaction is crucial, and we regret any confusion in this regard.

Concerning the issue with Jim, we want to clarify that he wasn't your dedicated salesperson. We're sorry for any miscommunication, and your dedicated sales rep was available to assist you throughout the process.

We sincerely apologize for the oversight during the installation regarding the cleanup. While our contract outlines that we don't cover floors, we acknowledge that the dust in the cabinets should have been promptly addressed. We will reinforce the importance of thorough cleanup with our teams to prevent this from happening in the future.

Thank you for bringing these concerns to our attention. We're committed to learning from this experience and improving our services.