LARRY T RUSH STONE COVERINGS

L.T. Rush Stone did a fireplace feature wall makeover for me in the fall of 2019. They installed stone veneer on my wall, built a new a new hearth, converted my fireplace to a gas insert. Troy, one of their salespeople, partnered with me to help me plan the final design and was always super-fast to answer questions I had. The artistry of the stone installers was superb; the separate crew that installed the gas insert was A+ as well. the beauty of what they crafted often brings a smile and relaxing comfort to the end of a hard day when I retire to the family room. It would be hard to be L.T. Rush Stone’s reasonable prices and top-notch customer service. I’m planning to use them for more projects again in a few years to veneer over and/or replace brick accents on the outside of the house.

The Problems: 1 - I specifically told the owner, who came out to give us an estimate, that I wanted a tinted mortar used that would match the stone and wall caps. The owners/workers ignored our selection and used plain ugly concrete mortar, which totally ruined the look of the caps on the wall. 2 - The stone we selected was made to fit like a puzzle and closely to the next piece; however, there were gaps wide enough for me to fit my pinky finger in about 3/8". There was an area where the workers chose not to cut the stone to fit, but rather slapped some concrete mortar in the hole. That blob of concrete was several inches long and high and sticks out like a sore thumb. 3 - When the bill came, we contacted the office to say that there were problems and we would not pay until resolved. We heard nothing for months. Then, another bill arrives. Again, we call the office and tell them that the issues are not resolved......only to be informed that a workman did come out and fix the walls twice. Really??? No one called us to set up an appointment to go over the issues, nor did they bother to knock on the door to let us know they were there working on the walls. How can you know all the problems needing to be addressed when you don't even bother to speak to the home owner or to let us know you are coming or knock on the door to let us know you are there?!? This tells me that the workers knew they screwed up and didn't need to be shown where their work sucked. 4 - Still not satisfied and unwilling to pay for shoddy work, the owner came out to see for himself what the issues were and agreed it was a very sloppy job. He apologized. He sent someone out to "fix" the problem....again, no one let us know that the workers were coming nor did the workers let us know they were there. The owner's solution to the awful mortar was to paint it and the blob of concrete in the wall. Well, they came, they painted, and the paint washed away with the first rain! We are back to looking at ugly mortar and an eye sore. The gaps are still there too. Every time I look at those walls, I feel sick. My only recourse is to try and find someone who can fix this mess.

The whole experience with this company was excellent from the day my husband went and purchased the pellet stove to today, when they delivered and installed the pellet stove. They arrived on time. Because it was raining they covered my carpet to keep it clean. They installed the stove and had it up and running before they left, giving my husband detailed instructions on operation and maintenance of the stove. I willl use them again and recommend them to others. The whole process took less than 2 hours.

Are there no good businesses left? When they first came to the house they were nice and professional and had a lot of insight on what stoves were good options. We picked out what we wanted, ordered it and scheduled a time for them to install it. From day 1 we told them that everyone in the house works and that they had to be on time for the install. They promised us they'd arrive first thing this morning (10/24/12) to do the install. I took half a day off and I MUST make my afternoon work appointments, there is no wiggle room in my schedule. By 9 am when no one had called or showed up I decided to give them a call. It seems that schedules are hard for their techs to understand because their install techs went to the afternoon appointment first thing. Are you kidding me??? They told me to just be patient and they'd be out later in the day. Patient my butt! This is absurd! How do companies stay in business with such horrible customer service? I can't stay home all day and wait for them to do a job they promised would be done first thing in the morning. I have a job and responsibilities too. I can safely say that we still have one chimney that needs a new flue and a new insert put in the living room and L.T. Rush will not be getting the work to do either one. If I schedule a doctor appointment I can't just show up 4 hours later and demand to be seen...that isn't how life works. I don't know what these people think or if they see this as a good way to run a business, but they lost mine and I will be letting plenty of others know to go elsewhere. Update: So after totally screwing up on 10/24 they called back to say that they'd have service techs at our home between 2-3pm today (10/25/12). They offered to take $100 off the install costs for their massive screw up. But, it is now 4:48pm and no one has arrive d yet. The $100 they offered to subtract from the cost doesn't even come close to the lost work wages, frustration, and irritation of this entire situation. TERRIBLE TERRIBLE TERRIBLE professionalism and punctuality. I highly suggest going elsewhere!!!