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Vanessa
January 21, 2009
Scam and cheating
We were scheduled for 12/17 install (even had confirmation phone call on 12/16). They did not show at 7:30 a.m. and they called at 8:30 a.m. to say their driver turned around due to bad weather on 12/16. They said they were driving our counters from Michigan the morning of 12/16. I called the local office and asked why our counter was just being sent from Michigan and I was told that Corporate handles all the scheduling and they accidentally shipped our counters to Columbus along with 4 others. They said Columbus shipped them back to Michigan.
We finally go a hold of Customer Service at Corporate in Michigan and rescheduled us for 12/20 which they never showed (now we know why). However, we had to do all the calling to even get the 20th scheduled. We had left numerous phone messages, sent emails through their website and I had even found email address for the owners and sent them emails asking for their help in resolving our issue.
We kept our eye on postings and found all these postings the past few days. We did not have a good feeling when my husband drove by their Westchester, OH location to find it papered up with 'Closed for the Holidays'.
My neighbors used them on 3 instances and never had any issues, so I was hopeful when we purchased from them...I should have known it wasn't going to be good when they didn't show up on our initial measurement appointment and we had to contact them to get them to come back out.
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September 3, 2008
Horrible experience
Our home has been two years in the planning and building. Over a year ago I went to Rock Tops in Saline, MI and met with David Gough. Our architect had specifically designed the kitchen island to be a “showpiece” of the home. It was large (5’ x 9’) but designed so that a single piece of granite would be used as the countertop. At this meeting, I told David that we needed the kitchen island to be a single piece. He assured me this would be no problem.
2 months ago we again met with David to begin to finalize our countertops and reiterated the importance of a single piece for the island. We met the measurer at the house and explained that the island had to be a single piece. They had a small screen that showed the cad drawings showing a single piece for the island that we approved.
We visited Rock Tops in Macomb Township in order to select the slab for the island. When we arrived, they did not have slabs large enough for the island in the color we had selected so we spent another 90 minutes selecting another color with larger slabs available and again, reiterated that the island had to be a single slab. Jim Theide, the owner’s brother, had the cad drawings faxed to the showroom in order to assure that the slab we were picking would be able to do the island as one piece.
The island was delivered in two pieces with a seam running right down the middle and a large chip on one of the corners of the large island piece. During the attempted installation the farm sink in our kitchen was scratched. The installers, rather than taking responsibility, covered the scratch with a piece of tape and then tried to blame someone else. We immediately called Rock Tops to let them know what was happening and instructed the installers to stop the installation until we had these issues addressed.
I have left 9 messages for the owner but have not received a call back. I received a call from someone named Scott, stating they would not rectify the problem and that they could put seams anywhere they wanted. I have been in contact with David Gough who has acknowledged several times that the island was supposed to be 1 piece but now, he too has stopped returning my calls. We are left with a kitchen full of uninstalled slabs with an island slab that is cut down the middle and has a large chip on one edge (see pictures on website--www.rocktopsishorrible.com). The company is now refusing to even return our calls.
Rock Tops requires payment in full prior to fabricating the granite and now I understand why. This company is both unreliable and unprofessional. We will be filing a complaint with the Consumer Protection Division of the Michigan State Attorney General's office and will also be pursing legal action. There are many companies that can install granite or marble countertops. Rock Tops was and is a very poor choice. We hope others will be able to use our experience and avoid this company at all cost. For additional information on our saga please see www.rocktopsishorrible.com.
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