Surface Encounters

They did a good job. They were just professional. They were quick and we were pleased.

.I did not like them. They were very unprofessional. They were very rude and not at all interested in the little job we had. I would never use them again. The quality of their work was adequate.

They have great selection, and their sales person walked us through the whole process, ending with a few quotes depending on the slab we chose. When we are ready to move forward on our kitchen and bath renovations, we will be sure to use them as they have GREAT prices and quality granite.

From Melissa in sales to the people that came out and measured, to the installers, plumber and carpenters, this was the most professional,punctual and personable group I have ever had the pleasure of dealing with. I can't say enough good things about our total experience. Their estimates on when things would happen were exact, there delivery and installation exact and you never felt that they wanted anything but happiness with their finished product. They always cleaned up and never left you with any kind of mess. If you've dealt with contractors before, you know this is an area where most leave you wanting, but not with Surface Encounters. I probably sound like a relative, but I'm not. We were just totally impressed and satisfied. Thanks Surface Encounters.

We would highly rate them. We loved everything about this company. We got some amazing looking granite. We think their prices are fair. They were punctual. They came back out right away when we thought that we couldn't get our stove back in. They made sure that our stove would still fit after they put in our counter tops.

The process from contact to installation took 6 weeks. Three weeks after contact to get an appointment to have the kitchen measured and another 3 weeks to fabricate the countertops. There was a and quot;disconnectand quot; between the office and the measurement man. Apparently, each thought the other was responsible for providing information to the buyer and there were several misunderstandings but nothing insurmountable. I was able to complete the e-mailed instruction to disconnect the plumbing under the sink and leave the garbage disposal attached. The surface mounted sink was being re-used. However, the installers ended up removing the disposer from the sink and disconnected the plumbing. It was my understanding that they would and quot;reinstalland quot; the sink, however, after cutting the hole and setting the sink in place, they left after telling me that they could not reinstall the sink because the epoxy holding the countertops had to set for 24 hours. Again, this wasn't communicated and left me in the lurch. It was necessary to call in a plumber to come the next day and reinstall the plumbing and the sink. ($300). The granite countertops are beautiful and I am very happy with them. I was unhappy with the fact that the installers made cuts in one of the counters before they really sized up the job, and as a result, it was necessary to caulk a space between an uneven wall and the countertop. The man who measured had allowed enough extra length in the countertop that would have permitted the it being scribed to the wall. The installers failed to realize that before notching the counter around woodwork, so they could not make any changes. Also, the installers failed to clean up after the installation. The company said that they do not reattach the dishwasher to the new counter, but supplied me with a solution to prevent the dishwasher from tipping out when a full rack was moved out on the drawer.All in all, the price was right and the counters ARE beautiful and I am happy with the results.

Very pleased. Best value we found. Counters look great. We are considering additional surfaces.

I saw the Surface Encounters ad for $25 granite, installed, but there is only one choie at that price and it is very poor quality. Then they proceed to nickle and dime you for everything after that; sink cut, sink mount, polish, edge profile and even a fuel surcharge. I am not being charged any of those fees with my new found fabricator! When I called to get my small deposit back, I was told that only my salesperson could process that and she was out that day. When she called me the next day, she basically wanted to talk me out of changing my mind. I found a much better quality granite at another local fabricator and will be paying close to the same price as quoted by Surface Encounters, but my money is going toward the stone, not the add ons. Classic bait and switch; don't take the bait!

I would not recommend them to any one ever. They are not punctual. They do not worry about customer satisfaction. They had to reinstall the countertops 4 times and threatened not to finish the job. The materials were of poor quality and do not match.

When we began looking for granite in the Indianapolis area, we checked out several places. We went to Surface Encounters and were pleased with the selection they had at thier showroom in Noblesville. We enjoyed looking at our own pace and did not feel pressured or rushed in any way. When we were finished looking, we met with a sales person and they were very informative. We understood the turn around was 2 weeks, since it is coming from Michigan. However, we saved so much money, we were patient. I was called just as they said, to get a delivery time and date. When they came, the men put on booties and covered my hardwood floors before they even brought in the granite. They were careful and took thier time. They left my home with beautiful granite counter tops. We were so pleased that we now have Surface Encounters coming out again to put granite in two of our bathrooms.

They service was excellent! They were timely and precise!

Everything went fine although I did notice the stainless steel sinks mar easily.

I am very very happy with it. They did a terrific job. We got the cheapest granite there was which was what they advertised at $25 a sq. ft. I don't think I can find anything any cheaper than that; it was a really good price. Their professionalism, responsiveness and punctuality were very good. I would use them again in the future if necessary.

Here are a breakdown of the issues: 1. Some of the backsplashes and countertops did not cover all of the surface area that the formica previously did. a. As a result, I called and demanded that the manager give me a refund. After a heated conversation, he gave me a $250 credit towards my bill. 2. They did not seal the countertops correctly when they were installed. b. Put a can of cooking spray on my countertop two days after they had been installed and it left a and quot;grease ringand quot; on my brand new countertop. Again, I called SE and told them about this. They sent the installer back out to fix the issue. He told me that the oil would and quot;pass through the stoneand quot; and eventually go away. That did not happen, so two weeks later I called and requested that he should come fix the problem. They sent him back out and he fixed the issue by actually sealing the countertop and using an absorbent material to get rid of the oil. 3. Damage to my walls in my bathroom as a result of installation. c. When I called and complained about this, my concerns were dismissed. The manager said, and quot;do you know how heavy a granite countertop is?and quot; My response was, and quot;I assume it's pretty heavy, but shouldn't you have two guys installing it and taking their time rather than one guy rushing through it as fast as he can?and quot; The manager dismissed my concerns and gave me no resolution. 4. They cut the wrong backsplash piece d. The installers cut the wrong backsplash piece and as a result had to glue two pieces together. They came back and replaced the glued together piece, but since no two granite slabs are alike, I now have a mismatched granite backsplash in my master bath. It's too bad the installers/service folks were so awful because the granite itself is absolutely beautiful. I would never recommend this company to anyone because of all the headaches I had!

Wendy in sales was good to work with. Measurement process went well. Installation was very smooth.

I regret using Surface Encounters for our kitchen countertops. I will never use them again. They lacked professionalism, knowledge, and skill from the beginning of the process to the end. We still have damaged walls, appliances and cabinetry that they damaged, but will not repair. When we call to inquire about repairs, they say we'll be there tomorrow and then never show up. Our price point changed several times throughout the process and no one at the office could explain why. We had to stop by in person several times to get the price accurate. The sales staff treated us with indifference and they were rude when we pointed out mistakes in the pricing. There was no connection from one department to the next. It was painful when we had questions about the process because it took several phone calls to get clarity on any issue. The sales person would not return our phone calls and seemed to always be on "vacation". The granite countertops are now chipping along the border in several places after just 4 months of moderate use. We dread the hassles we will face when we try to get that fixed.

The coupon in the paper was not accurate.

They tore down the previous countertop, which was very well managed. The laser guy (Brian) was very professional.. gave some good advice. Installers came of time and did excellent work. We have received multiple complements from various people on how beautiful the granite is. They were cheapest of many places we looked. Good work guys!!

We looked at the selection of granite slabs at the Noblesville location and picked the slab we wanted for our kitchen remodel. A couple of weeks after making a $2000 deposit, we were told that there was only one slab available of the material we chose. I was assured numerous times by our sales person (during each of 3 personal visits) that the one slab would be sufficient to complete our job. Shortly before the scheduled installation, we were informed that the slab we chose had never been shipped to the fabrication facility in Michigan. We were then contacted by a manager in charge of the fabrication facility in Michigan to tell us that one slab would not be enough to complete the job. He wanted us to make another choice from pictures sent via email which was not acceptable to us. He finally agreed to ship the 2 replacement slabs to Noblesville so we could see them in person. They were not nearly as nice as our first choice and were not an acceptable replacement. The most disappointing aspect of this transaction was the monumental absence of professionalism by both the sales person and the manager who placed 100% of the blame on each other. We have since learned that there should be a template made from the exact measurements which can then be used to determine the ideal layout of the granite. We were not given this opportunity by Surface Encounters. The lesson learned: Caveat Emptor!

I compared prices with 3 granite companies before choosing Surface enCounters and chose them since their price was approximately $1,500 less than the other companies. We had a very positive experience with Wendy our sales person and also with Steve and Josh Martin who were responsible for the tear out and re-connection. The experience became bad starting with the day of installation, which was the Friday before the Labor Day weekend. Our installers arrived and informed me that our bathroom faucets were not with our order. They assured me that Dave the installation manager would call me later that day to discuss. By 4:45 on a Friday holiday afternoon Dave had still not contacted me. I called him and it was obvious he had not given any thought to my dilemma of having no faucets and the contracter arriving the following morning for installation. He really offered no solultion other than I could go out and buy faucets. (We had company arriving in 1 hour and I had to run to the hardware to purchase faucets.) On the following day our contracter came to install the plumbing and informend us that the kitchen faucet that the company sent did not have all the correct parts and could not be installed. Again, we have a holiday weekend, contracter at our home and no faucet. Steve Martin, the installer offered to go with my husband to help pick out a proper fitting faucet. The plumbing finally got installed, no thanks to Surface enCounters. My husband called on Saturday to inform Dave of the credit we needed for all three faucets and to report that there was a 1/4" gap between two pieces of backsplash that would require repair. Dave informed us he would call back the following week to set up a repair appointment. Dave never called, we again had to call them to schedule appointment. The lessons learned here: If you choose to use this company, DO NOT buy their faucets. We got a much better selection and much cheaper prices by being forced into buying our own. Also, PAY CLOSE ATTENTION TO INSTALLATION. Clearly the installers saw the 1/4" gap between backsplash pieces, but chose to leave it as is and go to their next appointment. We were waiting to complete this report when all issues were resolved. Any company can have some mishaps happen, but a good company would go out of their way to provide good customer service to resolve the issues. Surface enCounters DID NOT give customer service at all from the day of intallation until the final day of repair. The end result is that we have some beautiful granite in our kitchen and bathroom Gettting there was a bumpy road and we would never use this company again.

Sales process was fine. Measurement and installation was fine. I have an issue with the quality of the product installed and the customer service after the sale. The week that the countertops were installed I returned to the showroom to inform the sales rep (Wendy) that I was not satisfied with the quality of the granite (the surface has very noticeable imperfections) and she said the manager (Dave) was out for 10 days but she would forward my concerns. The original installer came out to look at the counter tops and said they were fine and gave me the line "its a natural stone so you will always have some imperfections". I agree that there will be some imperfections but this is excessive and everyone who sees the countertops agree. I ask to have it escalated back to the manager like I requested initially and this is where it gets unbelievable. I had one meeting scheduled with him and he did not show up or call. After several days I called back again and scheduled a second meeting with him and again he did not show up or call. I went to the showroom the next day to speak with the manager and express my displeasure and let him know I wanted a resolution. He said he was unable to authorize what I was requesting but would have someone call me the next business day which was 9/7 and I still have not received a call. The advertisement says "satisfaction guaranteed" however that must only be prior to the sell. This is the worst customer service I have ever received.

The people there from sales to installers to phone were extremely knowledgeable. The installers did a beautiful job of installing without making any mess in my home. The sales staff let me know everything I needed to do to prepare for my countertops. The price was half my other quotes. They installed when promised. They always return phone calls. I have already recommended them to a friend.

Dave was very helpful at the showroom when I went to pick out the countertop. We scheduled the laser measuring for a week later. The measuring went well. The gentleman was on time and explained what needed to happen before installation of the new countertops. I pulled the old countertops and unhooked the plumbing (as well as rehooked afterward) in order to save a little in cost. On the day of installation, the installers came 2 hours early. I was not quite ready for them. Once they began installation, they completed the work promptly. The countertops look wonderful. I guess they needed to grind a bit of the countertops outside; however, they did not tell me this and I found the dust outside my door in the yard later that day. It wasn't a huge issue, but it would have been nice to know before some of the dust was tracked into the house.

Sales people were very helpful and provided samples to take home. The sub-contractor and installers arrived as scheduled. I felt the installers could have offered better decisions on installing with my existing wall tiles.

We got a quote, they measured, and we put a deposit on it. We called yesterday because it is about time but we haven’t heard back yet; that is a little disquieting because it’s been 24 hours without a return call. The sales experience went very well and we don’t know yet how the rest will turn out.