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| - We were replacing our countertops in our kitchen and we decided to use MRT, the ordering process was smooth and we put our deposit in and waited 3 weeks for the templating.
The guy came out and measured everything (took a little over an hour) and then went into the shop a few days later to pick out the layout on the slab.
When we were all done, we spoke to Anna and she said she would call us the week of the install to get us a time frame.
The Monday of the week of install came (install on Thursday) and went. I waited and she emailed me on Tuesday morning asking about the hole placement (3 holes), so I called her as I was driving at the time. While on the phone, I gave her how the I wanted the holes to be, and then verified the time with her for Thursday. She stated that we were first on the list for the day and the guys get in around 8am and they should be to us between 9 and 10am.
Thursday came and we prepped the area for the guys. We sat there waiting until after 11am, I called Anna to see where the guys were and she stated now we are in the afternoon, and that it could be 2pm as they were cutting the stone...maybe even 3pm. I asked her why the afternoon when she specifically told me first thing two days ago...no answer for that. I had planned for the morning so I was working in the evening instead. I spoke to Brian to find out why and where the communication breakdown was, no real answer..just they are working on the stone and will be there once it is done.
They arrived at 340pm and started to work (I had to reschedule my evening plans now) and when they brought in the sink stone, I noticed 2 holes were cut not 3. I called the office and Anna said no problem, they will cut it on site and it will just take a minute. I asked why the issue when she had just asked me via email 2 days ago about 3 holes. No real answer, the guys looked at the hole and where is was to be put and said it would take about another hour, as the bit gets overheated and no water...he would rather take it back to the shop to do it right. He called the office and they said to it on site. He came back to me and his loom said it all...this is going to be a pain. I told him just forget it...as I was already upset and really didn't want another hour added to the day.
They obliged and put it in. The small desk area was cut or measured wrong and when they attempted to install it, they damaged the wall. No one even told me, I had to find it on my own. I talked to Anna again and she stated no problem, they will talk to Brian about it. They finished the install about 520pm and I put in a few hours hooking everything back up.
The granite looked great...just not happy with service and communication with MRT. Later as I was cleaning up I noticed that the 2 slabs (either side of the range) were different sizes from wall to edge...by 1/2in. Very noticeable.
Called the office again and spoke to Brian and we scheduled a time to come back out and fix it. They came out the following Tuesday and fixed the sizing and drilled the 3rd hole.
Overall, the stone is great and very happy with it. I,would not ever recommend Midwest Rock Tops to anyone as their customer service leads you to taking 2 days off of work, sitting around waiting all day, and you have to tell them about their mistakes and they simply don't care. I asked for a discount based on all the errors and communication as we were very inconvenienced by them and they stated no, this is how the trades work.
Very unprofessional on their part.
#dissatisfied #lousycustomerservice
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