Countertops and More Inc

unknown

I had such a mixed experience here at almost every stage. They were recommended to me by my contractor (whom I trust); their products are beautiful and decently priced, the end result is beautiful, the process and trying to work with them was horrible. At the start, my experience with Melanie (the gal I worked with from their store) was good enough although her attention to detail/responsiveness could have been better. During the process of picking everything out/getting quotes I often had to ask the same question several times before I actually got an answer (and this was all via email so she had my questions listed right there for her on the screen). I placed my order on March 9th and was told that April 13th would be my approximate delivery/installation date but that she would get in touch with me/my contractor once materials started to arrive. So on April 3rd I still haven't heard anything from her so I follow-up because my contractor is scheduled to start demolishing my old bathroom on April 8th. She finally emails me back saying "oh yeah, we have everything in except your cabinets which should be in by the end of the week" so I give my contractor the OK to start demolition. At this point, almost all communication with me ceased and instead my contractor was having to relay all these messages/updates to me as he was talking with Steve (the owner) and my sales gal. April 13th comes and goes - no word from them but at least that's not preventing my contractor from doing other parts of the project. April 18th - we're ready to lay flooring. My contractor goes to their warehouse to pick up my tiles/etc (which is where Melanie told him they were)...no one's there to let him in. My contractor talks with Steve I think, is told "no, they're at the store"...fine, he's able to pick them up on the 19th. He get's my tiles but the tile adhesive and grout is no where to be seen. Now I admit I didn't think to mention specifically that I had also ordered these products through them but seeing as they knew he was coming to pick up flooring, wouldn't you have thought they would have put my adhesive and grout there with the tiles? This starts the 1st huge pain point with a ton of back-and-forth he said/she said. I message Melanie several times about just take these items off the invoice and we'll just get them elsewhere...instead of talking to me she keeps messaging my contractor giving him the run around on where this grout is. April 22nd: after several emails, voice mails, texts about "let me check" with no response, etc I'm finally able to get Melanie on the phone. "Ohh, I can take the tile adhesive off your invoice no problem but this grout is custom order and will cost you $44 to return. I have the grout here with me and have been trying for 2 days to get it to Mark". Pretty sure this is just a story she's telling me to cover for the fact that 1) it was WAY expensive and is overkill for this particular use and 2) to cover the fact that it probably hadn't even been delivered before then. Fine - I agree to the compromise of remove the tile adhesive from my invoice and I'll take the grout as long as I got it that afternoon (which she delivered to my door). Somewhere around this time, Steve comes out to actually look at the area for the 1st time. He looks at the newly installed tub and tells my contractor that he needs to put some little 1/4" planks against the upper part of the wall so that the shower surrounds will fit smoothly along the inside edge of the tub. Ok no problem and my contractor get's these installed. April 21st I get an email from them asking me to confirm my counter top edges...not a problem but wasn't all this supposed to be ready to install on April 13th? April 24th my contractor picks up my cabinets and gets those delivered. They're beautiful but we notice a plumbing issue that either has to be addressed or the cabinets need to be altered in order to work with the plumbing. There's also a piece of 1.5" trim that is missing (that we had discussed with Steve already) and there are no toe kicks to be found. My contractor talks w/Steve, Steve has an idea about the plumbing, and tells my contractor that he'll come out Tuesday 4/28 to address this plumbing issue as well as install my counter tops and shower surrounds. Monday 4/27 comes and my contractor can't get a hold of him to confirm a time. Tuesday comes...still no word and still can't get a hold of him. I finally email Melanie, "I think he might be having phone problems. I'll try to get a hold of him". I never hear any more from Melanie about it but apparently my contractor finally get's a hold of 1 of them...change installation date to Thursday 4/30. April 29th comes, my contractor is here doing the last little bit of work that he can do without the shower surrounds/counter tops/cabinets being installed. He tells me he talked to Steve earlier that day and was told "we'll try to come out Thursday afternoon/Friday"... I promptly email Melanie asking 1) for another update on whether or not we have toe kicks and 2) to try and see what she can do to make sure Steve really does come out tomorrow because we're running out of time and my contractor is practically at a stand still until this stuff gets installed. No response from Melanie but Steve calls and starts yelling at my about how "he normally does projects entirely himself but he's been stuck waiting on my contractor to get things done, how he has all these other jobs, how stuff was ready to install on the 13th (which I know for a fact is a lie) but since my contractor wasn't ready then he had to move onto to other projects and now has to get those completed and he's just stuck waiting on my contractor blah blah blah", essentially throws my contractor under the bus even though my contractor has been to my house almost every day working since this project started whereas I don't even have a phone number for Steve and I know he's only been out here once. So through all his yelling I finally tell him I don't care about his "he said/she said" story; it's a mute point but this installation still has to get done in the next day or so because I have travel plans coming up. He feeds me another line about how this was ready to go on April 13th, assures me he'll be here on "Thursday afternoon" (but can't give me a time), that he'll probably have to come back Friday to do the shower surrounds...and may even have to finish the installation into Saturday. Thursday 4/30: my contractor texts me at 8:30 and asks if Steve can come out at 9am. I tell him absolutely. So Steve and my contractor both arrive around 9am, get the sink plumbing issue figured out, and we get the cabinets and counter top installed. Steve tells me he'll be back tomorrow for the shower surrounds. Friday 5/1: Steve and his "shower surround" guy (who has not been out here to see anything until this point) get here at 9 again...but not to install anything. They're here to 1st create the template for the shower surrounds. Steve leaves, the "shower surround" guy is doing his thing, and then comes to me and says "we have a problem". There's a little curve where the bathtub edge meets the "trim" and to get around this/make sure the shower surrounds sit flush we need to install a full sheet of drywall. He assures me that this is no problem for him to do but I'm annoyed that Steve gave my contractor "bad instructions" - it would have been just as easy for my contractor to just install drywall from the beginning instead of buying these 1/4" wood strips and installing those. So the "shower surround" guy get's his template done, leaves and confirms the drywall thing with Steve, and then calls to confirm that he'll be back on Monday to actually start installation. True to his word, the "shower surround" guys are out around 9am on Monday 5/4. The drywall gets installed, and then they bring in the large/back shower surround panel. After 30min or so he comes and tells me that they have to go back to the shop, un-do their seam (to make it 2 pieces again), and then come back and re-connect it here because they can't get it in place as 1 piece since the cabinets are already in place (of course...the cabinets have been installed this entire time so maybe this is something they should have thought of before now)? Annoying but ok. So they go back to their store, un-do the seam, and come back and finally get the back panel installed. At this point he tells me he'll have to come back and finish the job tomorrow because they don't work past 4pm (in my job, if I told my client that I couldn't finish the job because I don't work past 4pm I'd probably be fired). Tuesday 5/5, they're about 30min late arriving but put in a full day of work and finally, the shower surrounds are completely installed and look beautiful. That evening my contractor is back out installing the cabinet drawers and doing some finishing touches. He's having major problems with 2 of the drawers (1 has A LOT of friction and the other keeps coming disconnected from the track) and tells me I should get in touch with Steve about these issues. Wednesday 5/6 I email Melanie about this issue with the drawers 1st thing in the morning (and mention that I'm not paying my balance until this is resolved). She calls me and says "well this is really your contractor's responsibility but Steve is willing to come out and take a look for you"...another instance of trying to blame someone other than themselves. But Steve get's here within an hour of our call, it still takes him 30+ min to fix whatever the problem is but he does get it resolved (and I go ahead and give him the check for the balance payment). All in all, the end product is absolutely beautiful, the "shower surrounds" guy was excellent to work with, however ultimately I felt that Steve and Melanie were constantly giving me the run-around, trying to cover their own butts, and not accepting responsibility/trying to place blame on anyone but themselves.

Replacing a stand up shower with a much larger two head shower went beautiful happy with that work even, But the rest of the work, tile floor, carpenter work left much to be desired. The job wasn't completed a week when the toilet started rocking which the cause was the back tiles were not level with front of toilet tiles. In calling Steve the owner he himself came out with a helper, removed one of the back tile and did whatever," said that particular tile came up very easy" ! By the time I checked, toilet was back down. My take to Steve was if both tiles were not level fixing one will not fix the problem. When he left there was no rocking for three days,then it has been rocking ever since. Monday morning quarterbacking I wished I had him do just the shower. Like the other reviewer said, once the job is complete they forget who you are.

Great service before the sale. But if you are looking for service after the sale they don't remember your name. Excellent workmanship and service. They came to install on one of the worst ice storms ever seen in Myrtle Beach. It was really cold. They could not finish the same day due to the weather but came back the next day and finished as they said they would. Extremely helpful before the sale by offering suggestions. Installers really knew what they were doing and easy to talk to about the installation. Price was reasonable but we felt very confident in their knowledge and communication that made the sale. Because we live in NJ we had to leave immediately after installation without having a chance to look at finished product. On March 24th we returned to our home from NJ and noticed that one side of the granite backsplash was not measured correctly and didn't reach our cabinets leaving a space between the cabinet and backsplash. The next day we visited the dealer and was told a story that they had to do it that way or the backsplash wouldn't fit. If that's true then why does the other side fit perfectly? He sent over his lead guy to look at it and they were going to put in a ridiculous looking coving that matches nothing. When I told his lead guy that it would look ridiculous the lead guy said he could lower the cabinets to make it fit right and he would tell his boss to call me the next day to set up a time to come back. That was on March 25th and today is March 31st and we never got a call. So if you want service after the sale forget it.

First shower was completed on schedule Second bathroom followed and was completed on schedule This company had done our kitchen counters about 5 years ago.