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Rating 2/10

Granite Installation Gone Wrong

October 21, 2016-Order for granite counter tops was placed at Home Depot (NE Tallahassee, FL) for Bianco Antico which has a mixture of dark brown, black, gray, white, silver, and beige with an Ogee edge. Over $4000 was paid.
October 31, 2016-Measurements taken by MultiStone
November 16, 2016-Viewed and signed off on 2 large rectangular slabs at MultiStone
December 2, 2016- Two Installers (sub-contractors) arrived at noon. The granite slab was cut into 3 pieces--1 corner piece and 2 side pieces that are united at the sink. The corner piece was brought in and was not the correct size. The installers had to cut it on site. The side piece on the right side of the sink also had to be cut on site because it was too long.
Problem #1-The right side piece had an orange rust color mark on it the size of an id card on the edge. This color was not present at the time of viewing the slab and this color was not visible anywhere else. It was filler that was used when the edge was cut. To try to finish the install, the installer offered to remove the filler and use another filler color that would match the other colors in the granite. When the orange filler was removed, the edge was obviously cut too deep and that is why filler was used.
Problem #2-When the 2 pieces were united at the middle of the sink area, the two edges didn’t meet, and one was higher than the other. The edge requested was not one of the free ones, we paid an extra $600 to get the Ogee edge.
Problem #3- The back inner left side of the sink area had a crack about 4 inches long. I ran my finger over it and you could feel a definite groove where it was cracked.
Disappointed in the quality of the fabrication, I called MultiStone at around 3:30 pm to get in touch with someone. There is no receptionist when you call there, you have to know the extension or wait and listen to a long directory of people’s names. If you don’t know a name, or you choose randomly, then you are out of luck because it will go to voicemail. After calling several times and randomly dialing extensions, I finally got in touch and explained the situation. He stated he would call the installer’s manager to figure out what was happening (even after I explained). The Installer’s manager called and told them to stop work. At around 4:30, 2 other installers showed up, they both looked at the 3 problem areas and just shook their heads in disbelief. At around 5pm the installer’s manager showed up and agreed these were problem areas. The two large pieces were removed and taken back to MultiStone. The installer’s manager stated MultiStone would be in touch with me on Monday morning to determine what happens next. The installer’s manger kindly left the corner piece so I can set my coffee pot and microwave, however I was left without the main counter tops, sink, and plan with what happens next.
December 5, 2016-Spent all day on the phone, no one could help me, a refund was finally granted.

This has been a very stressful experience that is now causing me financial burden because I was supposed to have a kitchen on December 2. Eating out every day for a family of 4 is about $150 a day if we eat fast food or search for dinner specials. This was a birthday present from my husband. December 5th was my birthday and we had hoped to celebrate and show off our new kitchen to my family. Instead, I spent all day on the phone calling Home Depot and MultiStone and we had to cancel my birthday dinner. The saddest part is that no one seemed concerned about my family and me not having a kitchen. There were no alternatives provided or anyone thinking outside the box. They could have offered some laminate counters in the meantime or installed some other counters from MultiStone just to get me through the month. It was easier just to give me a refund than to try to offer some solution to this. With small kids in the house, I have been forced to wash dishes in the bathroom and two buckets in my patio to get through this. So disappointed and done with Home Depot.....

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