Distinctive Marble & Granite

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While I have an Angie's List membership, I went to this place without reading reviews since it was close to home and we needed to make a decision quickly...WHAT A MISTAKE! Read the reviews of others and you will see the same issues I dealt with. Sales process went fine, but it was all downhill from there. Our sales person, Aaron, was not at all responsive or helpful. He would not return voice mail. He lost the first paperwork that our contractor dropped off. He wrote down my wife's email wrong. They cut the slab wrong. One excuse after another... Finally I had had enough...I stopped in to talk with a manager. Of coarse, no manager was available so they brought Aaron back out. He saw nothing wrong with any of the lack of communication, but promised that it would be ready the next morning at 9AM. My contractor shows up at 9AM...guess what...not ready. So called the sales manager (who was in a meeting) and left a voice mail. Guess what...no call back. The one small sliver of hope was that they did deliver the piece to my house later that day since it was not done. We were using this as a test run to see if we wanted to use them for our kitchen remodel that is coming up. I think you guess the answer...

The counter was okay for a year, then a seam started to crack. Our contractor called them. Our contractor has made an extra under counter support beam to hold the weight better. We need Distinctive Marble and Granite to come help by lifting the slab and resealing the seam. They have said they do not want to honor their warranty from Marble and Granite Works time (which has since been bought out by Lowes and now has a slightly different name). I would love a resolution to this. The support has been around for over a year, it needs to be put in place.

The most unprofessional company I have ever delt with. Late for every appointment. Damaged my cabnets and walls and never finished the job. I finally had to hire another Granite company to come in and correct the mistakes made by Distinctive and finish the job.

I called distinctive marble and granite when i was looking to have a new stone countertop installed in my kitchen. i had orginally wanted quartz and they had many selections avaiiable. The price was competitive with other companies as i priced it via email at several companies. i worked with nathan and he was friendly and professional. very helpful in selecting the product and always returned my phone calls. I ended up changing my mind about the stone i wanted to use several times before i placed my order but nathan was patient and helpful while i decided. I finally choose granite and was involved in selecting the cut areas.. The countertop was installed timely and fits perfectly. the installers were professional and friendly, cleaned up after themselves too which is more than i can say about my carpenters on this total house renovations. The stone counter is beautiful and i am overall very pleased with what i paid for. Also they came up to my house in marion to install this counter and did not charge me any extra fee for the drive.

We went to this company unresearched because they were very close to our home and we wanted to try them. Sales process went ok. We couldnt find a remnant piece so we went with 1 of their standards where you dont have to buy the entire slab. We also went with a package deal they had for up to a 60in vantiy top with sink and faucet for $1000 which had an additional $300 labor added to add a 5in drop edge. First thing I didnt like was they require all the money up front.....never had a company require that and I think I understand why as the frustration dealing with them through numerous unanswered voicemails into various problems along the way had me questioning why we selected them in the first place. Install was scheduled and they showed up on time. They brought the granite in and set into place. After a quick review it was obvious they had not cut the granite properly and it had to come out and go back to the shop. We waited 3 weeks for the next attempt which proved successful. I didnt like that the faucet came in a plastic bag instead of boxed by the manufacturer. Made me wonder if this was left over from another job or what. Most of my problem with this company is the lack of communication..... why have a voice mail system if you are not going to answer the messages? Also, in the time from our initial visit to the company until it was time to place the order they had moved to Plain City which is fine in itself however you must tell the customer you have moved! When I came back to place the deposit I had to go around back and find someone in the factory who then told me they had moved......just not very good business sense or customer service. Very displeased with this experience.

Distinctive Marble & Granite (DM&G) installed a rust stained countertop in August and has yet to replace it. Near the end of September we still hadn't heard anything until I received a phone call stating that the company had forgotten about our order and that we would need to restart the process. They blamed it on their recent acquisition of another company, which led to some orders "falling through the cracks." My husband drove out to their yard in Plain City to pick out a new slab, which we were told would match or nearly match the existing granite. ... We were told that the slab would be ready "soon." When we called two weeks later to find out when "soon" was, we were told that we had an appointment for Thursday, October 17th (no notice for us, but we were excited that they were going to come through on their promise). When we called on that day to find out when they'd arrive (so we didn't have to sit at home all day and wait), we had to leave a message for someone because apparently no one there could help us. We phoned our builder's supervisor for help when 4 hours had passed without a return call. He contacted DM&G to figure out what was going on. They called me 20 minutes later only to let me know that the slab of granite was not ready to be installed. They would have known first thing that morning, but may never had contacted us had we not chased them down. ... During that same phone call, I was told that the granite would be ready and would be delivered on Tuesday, October 22. Thank goodness our builder's supervisor tracked them down for us Tuesday morning, because who knows when we would have been told that the granite was not ready and could not be installed, again. ... Then we were updated (not by DM&G, but by our builder's supervisor, who has been wonderful through this whole ordeal) that even had the slab been ready, it would have in no way matched our existing granite. ... So now, it has been almost 2 months since we were initially promised replacement granite. I am utterly and totally disappointed in Distinctive Marble & Granite's continued lack of communication. They never should have installed the stained granite in the first place and now I feel like they're only pretending as though they're going to fix the mistake. Although I am upset that they messed up the initial installation, I cannot excuse the way they've handled their error. … Our builder's super has informed us that DM&G says they'll have the granite ready for installation 11/5/13. I sincerely hope that they actually have our granite ready this time and that it will blend with our existing countertops. I will amend the review once the service has been performed.

The company has failed to install the countertop on two occasions. They are scheduled for the first thing today. Currently the time is two hours past first thing on Wednesday.

while i was impressed with nathan, my salesperson, from the outset, when it was time for the rubber to meet the road--installation--the ball was dropped. delivery and installation was scheduled for 11 a.m. today, september 18th. i called the offices of distinctive marble and granite three separate times yesterday to confirm this, but never got an answer. i'm waiting at the house, it's 11:04, and i make the call again. despite telling the receptionist that i need to speak with someone, i was forwarded to nathan's voicemail three times. when i call back the fourth time, nathan answers. can you say "screening my calls"? i ask nathan about when to expect his installers, and he says, "well, i see on my calendar that you're scheduled for install, but it's not on the truck. let me get back to you." ten minutes later, i receive a call from nathan telling me i'm not going to like his news. that was an understatement. my marble was not even out of their shop yet. "who dropped the ball on this," i asked. "the shop," was the reply. i proceeded to explain to nathan that no less than four sets of contractors were working around this marble installation: flooring, painters, electricians & my general contractors. he said that he would have more information for me after their meeting this afternoon. i would expect that when you have an--understandably--irate customer, you would address the issue before the afternoon meeting. if i were not looking at a move-in date within the week i would cancel the entire order and request my money back, and file suit if i didn't receive every penny back. looking back, the fact that they required the ENTIRE amount up-front should have been my first red flag. still waiting on a resolution. should the situation be rectified to my satisfaction, i will update this grade and commentary, but i have a feeling i will be left frustrated and helpless. emily coleman **UPDATE** early the next morning, i received a phone call from chip at DMG. he had not heard about my situation until late the previous night. he was apologetic and escalated my project. by late yesterday afternoon, my counters were installed and looking beautiful. i wish i had talked to chip at the beginning. they are in the midst of some big changes, and i understand that. however, not having been notified of the delay beforehand and being switched back and forth between people who really didn't know what was going on was frustrating. i am very happy with the end result and my install was only delayed one day, so i am very happy with the resolution.

Excellent. Cost was better than all the other places I visited. Hundreds of granite slabs to choose from. They also have a place in Michigan and was willing to transport to Columbus facility since they just sold the last slabs of the granite we really wanted. Got lucky they called the business that just had the last slabs on hold explaining we wanted them and the business said to go ahead and sell to us.. The granite was sealed by Marble & Granite Works and included in the quote & price. Guaranteed 15 year warranty on the sealant.

Distinctive Marble and Granite (DMG) provided us with an estimate for a job at $1,741.25. Angie, their sales rep, told us that they would match any price from a competitor. After DMG measured our outdoor bar/grill area, they came back with a price of $2,661.63. I was told I needed to pay the full amount up front in order to schedule our installation. I did that (stupidly). Upon further reflection, my husband and I felt that a 50% mark up from the original estimate was excessive, so I called the company back (the next day) and asked if the granite had been cut yet. Laura, the person who answered the phone told me that nothing additional had been done on our project. I requested that nothing further be done as we had more questions about their pricing. I then took DMG's measurements to Granite Guy, who quoted me $2100. I called DMG again with that number and was told the price quote needed to be in writing (I told Angie the quote was coming from GG and Angie did not state that they were not a legitimate competitor). I then emailed GG and asked him to email me his price, which he did. I called Angie later that day, and she then informed me it had to be on official letterhead (again, never stating that GG was not a legitimate competitor). Angie called me the next day to inform me that they could not price match without an official document stating the exact measurements from GG (again, never saying that GG was not a legitimate competitor). GG graciously provided me a written price on his letterhead stating the exact measurements. As DMG was dragging their feet, I told Angie we wanted to cancel the project w/ them and asked if the $155 template fee was the only part of our payment that was nonrefundable. She said yes. Later, Brad, their Sales Manager, called to tell me that in fact $905 was nonrefundable and that GG was not a legit competitor. ($500 of which was a "change fee"). I told him that we also got an estimate from Home Depot that was almost $300 below their price. Brad would not match their price either. I asked Brad if he would drop his price at all, and he told me no. After about a week, Brad called back and told us we could be out of our contract, minus $155 for measuring and $250 for the template. Though we felt we should only have been not refunded the $155, we agreed to this just to be done with this nightmare of a company. IT took DMG another week and a half to actually cut us our refund check, but it was for the wrong amount. It then took them another week to mail us a check for the correct amount. Bottom line-avoid this company at all cost! They do not care about their customers, they make promises they have no intention of keeping, and they demand full payment up front, which leaves a customer at their mercy should a dispute arise (for example, in their contract, it says that DMG shall not be held liable for any damage they do to your property upon installation!).

They came in the morning to put in the counter top and one of the three pieces was not cut right. They took it out and came back the same day in the afternoon and put a new piece back in. We were lucky that they had enough of the same type of granite to cut a new piece from the same large piece. They were very sorry for the delay in finishing but did all they could to make it right. I was not that bother by the error, as these types of things happen with any major kitchen remodeling. Overall a very nice job. I would use them again if necessary.

Professional group. Good sales process. Very responsive to emails. Installers were very good and spent the necessary time to get the job done correctly. When they hit a glitch, they worked through it professionally, not trying to cut any corners. Cleaned up afterwards.

I went to Distinctive Marble and granite with my measurements and worked with Laura. She did a great job explaining the process and scheduled to have someone come out to do exact measurements. The guy came out exactly as schedule and was here for about an hour. Very professional. It was then only about a week before the countertops were ready to be installed. The day before the plumber came to disconnect the dishwasher and faucet. He was nice but was late. He also informed me that the sink needed to set for 24 before reconnecting and that he didn't work on the weekends so I would have to wait until monday to have a functioning kitchen. The next day three guys showed up right as scheduled to do the install. Very clean and polite. It took them about 2 hours. On monday the plumber was again late and then had an issue with the reconnect due to the placement of the drains in the new sink. He left to get parts and was to return at 4 which actually ended up to be almost 5 to complete the work. All is done and I am truly please.

When they came to install the countertop, they forgot to bring the back splashes. So I had to be home later in the day so they could return with the back splashes. When they installed the back splashes they chipped my mirror. When I pointed out the chipped mirror, they said 'Was that like that before?'. Fortunately for me, the cabinetmaker who sent me to this company made a frame around the mirror to hide the chip. It was interesting that the cabinetmaker was able to remove the old vanity and install the new one without damaging the mirror. Since the cabinet maker liked to work with this company so much, I went back when I was remodeling the laundry room to pick out a countertop. The salesman quoted me a price per square foot for the granite. He also said he would give me the quarter inch bevel edge at no additional cost since there was no additional cost for that edge when I originally came in and made my selection. Then when he gave me the estimate for the total price, he did not provide a breakdown of the charges. The total price seemed high to me, so I asked for a breakdown of the price. He appeared to be uncomfortable, but gave me the breakdown. It turned out he was charging me $10/square foot more than he told me he was and he was also charging me extra for the quarter inch beveled edge minutes after he told me he wouldn't. The sales man was a crook and I walked out. I went to another company and got a higher grade of granite for a lower price and they also charged $100 less for the sink cutout! They also provided a breakdown of all the charges without being asked and did an excellent job with the installation. Stay away from Distinctive - you can do much better. They wasted my time and lied to me.

They did an excellent job. It took 4 guys to carry the granite in the door. They quickly glued the seam, put a bead of adhesive on the cabinet top to hold it. We had added sealer to the order after the initial order and they had forgotten to do that at the shop, but were willing to come right back the next day to put the sealer on. They drilled the hole for the sink faucet also at our home. The salespeople were helpful and knowledgeable..

The person that we talked to was very knowledgeable. She was able to work with us on some color issues that we had. The quote wasn't low-end. They didn't seem pushy at all. In fact, they spent a lot of time with us.

They help us make the best from the begining to the end.

Unbeliveable is all I can say. Called chris on one day was visiting the showroom the next, 2 days later was signed and ready for install one week later. Installers were great and both Jason and Chad were awesome. Whatever I neeeded is was done with no hesistation. Gretchen was also on top of things whenever I called in or if you was calling to let me know the installers were on there way. If all companies worked this way things would be easy. Call them the price is right also.

It was excellent. They were very helpful in helping us pick out the granite. They did a superb job of cutting and installing it. They paid attention to the things were interested in and they made it look just the way we wanted it to.

From the first time I visited this company to the final installation, I had professional service. The cost was competitive and with their recommendation on granite suppliers to visit, I was able to find a granite slab that was perfect for what I wanted. Sharon was very helpful in all the suggestions she provided for edges, how to position the grain of the granite on the countertops and providing pricing in a timely manner. After Chris came out to measure, I was invited to revisit the company to help determine how I wanted the granite grain to appear on the countertops. Sharon, Chris and even the fabricator helped determine the best positioning of the templates. We had a couple of minor issues after the installation, like some patching near a couple of electrical outlets, but that was fixed the next day. We are extremely happy with the outcome of this granite and would definitely use this company again, and also recommend them to others.

We contacted Distinctive Marble and Granite for an estimate on our new remodeled kitchen. Chris gave us an estimate and we told him we would get back to him when the cabinets were ready. We did, Thomas came out and did the measuring and made the template on a Tuesday and the following Monday they installed the granite. The entire experience from start to finish was a pleasurable one because of the friendly, professional employees of Distinctive Marble and Granite. Everyone at Distinctive knows their job and does it well. I would recommend them.

Our bathroom contractor hired them. The granite was beautiful, but the installers were pathetic. They chipped the backsplash, installed the sink wrong, didn't caulk the sink, and installed the shower 1/2 wall granite cap at an angle. When I had them come back to fix it, they put a terrible looking plug in the chip, and broke the drain while resetting the sink; and they obviously didn't care. Luckily, my contractor took care of everything. We're happy with the final product (quality of the granite), but due to the installers, we will never hire Distinctive in the future.

Great. The entire team from the estimator to the installers were totally professional and knew what they were doing! Cut the granite in a way that maximized the beautiful patters in the granite. I am really glad I called them after visiting some of the bigger installation/supply companies.

CHRIS AND MICK WERE GREAT TO WORK WITH DURING THE WHOLE PROCESS, AND QUICKLY RESOLVED THE ONE PROBLEM I HAD WITHOUT ANY COMPLAINTS. WE LOVE OUR KITCHEN AND BATHROOMS. DISTINCTIVE OFFERS A DISCOUNT ON LEFTOVER GRANITE PIECES, SO YOU MAY GET A BARGAIN IF YOU ARE DOING A SMALL BATHROOM.