Dear Rebecca Cormier,
With all due respect, I am disappointed that you would leave us this review. As you mentioned, this is the second time you’ve used our company for your kitchen countertop projects, which leads me to assume that you must have been satisfied with the first job we did for you in 2017. Quite frankly it doesn’t quite make sense that a smart customer like you would ever return to a company if you were unsatisfied with their “sloppy work” the first time around, especially in this highly competitive countertop business. In your review, you mentioned that “you sent us the emails (many emails??), but no response”. The only email that you sent to us was on Sep. 17 at 8:38am, I read your email at 9:30am when the store is open, as it was brought to my attention immediately. However, because your email didn’t address any details, I was forced to discuss with the installers tried to understand what have happened during the installation. But at 11:30am you have left us a 0/10 negative review on Homestars. It would seem that the issues you mentioned vaguely in your email and in your review weren’t very important, as in less than 2 hours, you have concluded “No response” and decided not to contact us or pursue it further than posting this review. I believe your complaints were founded on the basis that we refused you compensate because we had to make on site changes to the counter after you changed the location of your farmer sink without notifying us after we finalized the measurements and details of your countertop. As a standard business practice our company always request customers to decide on the final and correct spot in advance of the templating and measuring to ensure that we are not wasting valuable stone material. During the templating and measuring session, we review and confirm all the specifications of the farmer sink and cabinets, this includes drawing lines and marks on the wall and cabinets to record the sink will be located. And in your case, you ignored all the warnings and the confirmation process and proceeded shifted the sink ½” off from where its finalized spot, all without any kind of notice of the change to us. You then proceeded to demanded compensation and insisted that we mismeasured, however all the marks/lines we drew on the wall and cabinets showed that we didn’t make any mistakes, and the true culprit was the changes made to the sink location. Both her and her husband admitted that was not our mistake after we showed them the clear evidence. As a business we tried to make do with the circumstance no matter the intentions of our customer and our installers used their professional experience to handle the sudden change, and spent an additional 2 hours on site to adjust the countertop to make it fit and look good. At this time neither Rebecca or her husband had no complaint, they examined the final product, approved the work and paid off their remaining balance. This whole situation no matter who was the victim ended amicable, which only makes this review the more disappointing and shocking to our company.
GTA Stone Countertops has served many customers and completed beautiful kitchens in the last 13 years, however its not to say that the occasional difficult issue won’t occur. When an issue of countertop size and fit occurs we always respond with a service appointment guaranteed within five business days of an installation. Even in this day and age we strive to maintain the moral of doing business the old-fashioned way and treat our customers with honesty and respect. We stand behind our products and workmanship and employ highly skilled staff because our quality workmanship is expected to and should withstand the test of time. View GTA Stone Countertops's to see our most recent work or follow us on Instagram @gtastonecountertops.
Have a wonderful day!
GTA Stone Countertops
Reply created 20 Sep 2019
