INTELCO

Intelco had a great selection and some really great prices. My husband and I waited 6 months for them to finally go on sale to purchase new counters. We didn't have many square feet and the Corian counters we purchased was a special price. I had issues with Home Depot, but that's not Intelco fault. HOWEVER, I have to say their customer service really stinks. The lady that answers the phone (Lisa) is VERY rude. When she would leave me a VM she would sound annoyed I didn't answer, then when I would call back she would claim she had called several times and make it seem like I inconvenienced her. (which she didn't, I have an iPhone and I can pull up my records that show she called once and left one VM, which when she claimed it, I told her I would be more than willing to do.) I was disappointed because I wish she was more cheerful. This is my husband's and my first house and I was so excited about redoing the kitchen! And she would squash my spirits every time I would talk to her. She is NOT A JOY. Intelco should seriously get someone new. She should not be dealing with customers, she has a serious attitude problem. The people who measured and installed were GREAT MEN. They were wonderful and explained things and walked us through the process. They weren't awkward and would hold great conversation. They were very personable (please give them a raise!). The counters are even more beautiful than I expected. There are no issues and it fits PERFECTLY. Although, I will say, I am very disappointed. I have had family that had used them and they ALWAYS gave my family the cut out from the sink to use as a cutting board... and they didn't do that for us. I called, and Lousy Lisa answered, and said they don't do that anymore. The thing is, I paid for the square footage. You can't just keep it and not give me a refund. I was told we would get this cutout. Lisa won't let me speak with anyone else in the company and she's the one who answers the phone. I am VERY disappointed in this. I may use them again... but only if I don't have to deal with her... I am not certain yet. I was going to use them for the bathroom, but I may use someone else. Not sure if they read these. Bottom line: you will get a wonderful product, and the servicemen are great. However, if you deal with them via Lisa, you will be severely disappointed and probably angry. Also, make sure they DO NOT charge you for the counter space in your sink area, because you will LOSE MONEY.

unknown

I wasn't their responsibility, becuase it wasn't their fault, but they fixed it. They were just wonderful. Everyone I spoke with was courteous and respectful. The price was also reasonable.

I am completely unsatisfied with Intelco’s customer service. My first impressions of your company started with the person that answered your phone. That person is (rhymes with Mitty). She should not be allowed to speak to customers. She is short, rude and doesn’t like a customer to ask questions. From the start and by shear luck, I reach her each time I call. It started while trying to schedule for the counter top measurement and concluded today when I needed an update for the install. I have one day off each week and when I called the first time to schedule the measurement I found that she has an immediate attitude from the moment she picks up the phone to speak. I provided a date that was convenient to me and she stated she would call back to confirm that date works. Five days later and no call back from Intelco so, I ask my wife to call. My wife called me at work and said the woman, (rhymes with Mitty) was rude to her. I told her she was rude to me also when I first called as well. I immediately called from work and reached (rhymes with Mitty) asked her why they never called us back with a confirmation for the measure date and she said they are really busy, short help and basically too bad for me. We finally settled on a measurement date of 4-18-13. She stated they will be out sometime on the 18th. I told her I needed a more specific time, morning or afternoon. She said they don’t take requests. We bantered back and forth for several minutes and I hung up frustrated with her level of cooperation. I immediately called back and asked for a different person. I explained my needs of morning or afternoon and the woman understood and made it happen for me. She was apologetic and helpful.The Tech arrived as scheduled and was in and out, no issues. I called several days later for an update on install and reached (rhymes with Mitty) . She said it would be 2 weeks and they would call. I was skeptical.Today, fifteen days later and no call yet from Intelco so I called and of course reached (rhymes with Mitty) she must have been having another bad day because when I gave her my reference number she said “now that I am in my computer I’ll take your number.” She said it angrily and with disgust. I then told her that each time I reach her she is miserable both to me, my wife and I am certain every customer she speaks to. She put me on hold and another woman ultimately picked up. I asked her why Intelco hasn’t called when it has been over 2 weeks now. She was apologetic and stated the countertop isn’t done yet but we set an install date based on completion next week. Her level of support was what any customer would expect. Your customer service via (rhymes with Mitty) conflicts with your recorded message, “1st class customer service, courteous personal attention.” I have only seen these qualities when I demanded them. I understand this is a family business and she is either family or she is a long-term employee that came with the business. Either way, she should not be permitted to speak with customers since she is not promoting your company’s vision of “1st class customer service and courteous personal attention."

They were great. They showed up on time. They did the install and did not leave a mess.

I called Intelco several weeks after purchasing the counters, because the kitchen was DIY, and it took us some time to get all the cabinets and everything in and leveled. An Intelco staff member initially called us about a week after purchase, just to touch base about timelines and product (because the style we originally picked was not in stock at the time, but they promised to hold it for us as soon as it came in). That was appreciated. There was a bit more back and forth, because the price is based on the virtual Ikea template, and is subject to change when the actuael template is done in person by Intelco (so in retrospect, I probably would have paid for a few more square feet than I thought I needed, just to save myself a trip back to Ikea when it ended up I needed to pay for more...though getting the refund probably would have been a hassle too...). When I did call Intelco, everyone was always very nice, professional, and responsive. I never had a hard time getting in touch with anyone or getting my calls returned. The template appointment went smoothly, though I wish I could have gotten a window of time a few days before -- the way Intelco works is that they call you the day of the work to give you the window of time they'll be there, so you pretty much have to be prepared to take the whole day off. This is probably not an uncommon practice, but was mildly annoying. However, I was willing to do pretty much anything to get counters at that point, being without a working kitchen for over 2 months. The turnaround time from template to installation was great -- just under 2 weeks. I was expecting it to take longer (work was done in January, though, which may be a slower time of year). The only real problem happened the day the counters went in. When the hole for the faucet was drilled, one entire slab of quartz split in half. To their credit, the workers were calm and professional about it, though obviously upset, because there was really nothing to do except take everything out and install a whole new slab. They assured me that they had never seen such a thing happen before with this product, and were able to arrange for a new slab to be installed the next day, which was a Saturday (again, I was sure it would take another few weeks to get a new slab). So, while the incident was very unfortunate, I appreciated the way it was dealt with. The work on Saturday went smoothly, and I felt that there was definitely an attention to detail. Originally, I was leery of the idea of purchasing my cabinets and counters through Ikea -- I thought that it HAD to be cheaper to go directly to an outside company for the counters. However, after some research into other options, with the Ikea kitchen sale discount (15%), Intelco ended up totally being the way to go. The fact that they were comfortable working with Ikea cabinets installed by my boyfriend and I was a plus, not to mention that the overall service was great.