ESOS Inc

This was the second granite counter installation project that ESOS had done for me. Both projects were flawless and the Granite was absolutely gorgeous.

This is an updated review, as explained below. ESOS was recommended by the general contractor on the job, Premier Home Pro. They did show up on time. Installation seemed to go smoothly. When they had finished, I asked for the warranty on the materials (the Silestone) and was told they would send it. Thereafter, we went through a year-long process of trying to get the warranty from ESOS. Apparently, there was some sort of glitch between ESOS and Cosentino regarding the paperwork. Our original review reflected our frustration, mostly because we did not receive any response to our e-mails and calls. It appears that ESOS WAS, in fact, working to resolve the matter, but it would have helped to get some feedback. Shortly after we submitted the first review, we received a digital copy of the warranty and an explanation from ESOS. We have therefore submitted this updated rating. There was one other important issue that ESOS may not necessarily be responsible for (which is represented in updated rating also). What we could not see at the end of installation (the undercabinet lights were not in yet), was that the Silestone has what looks like small subsurface fractures in many of the embedded quartz chips. They came back out and said it was not their fault. They came out with the Silestone rep and he said that this was not normal. We had hopes that it would be resolved, but heard nothing. I called Silestone and they said I would have to work through the installer (ESOS). Months later, ESOS agreed to replace the countertop, but we would have to pay for the replacment of the tile backsplash, removal and reinstallation of the sink and plumbing, etc. that would be required (plus any associated accidental damage to the floor and cabinets,etc.). We said no, and asked only that they fix the few areas where the quartz chips had spalled AND get us the warranty. The repairs are still not done but at least we DO have the warranty on the material now. If spalling does become an issue, we have some hope of getting Consentino to fix it (we hope). We are still a bit concerned that ESOS did not note the subsurface flaws in the Silestone when it seems clear that this is NOT normal. It is possible that ESOS just doesn't work with Silestone enough to know better. We still have to resolve with Cosentino if the problem with material is due to a fabrication error (but we should give ESOS the benefit of the doubt until then). The workmanship otherwise is very good (the joints look good, the finish is clean, the bevels are crisp). We are not sure we would recommend ESOS to install another Silestone countertop, but they may be fine for marble and granite.

UPDATE: 1/31/2013 -- Rating changed from "F" Oz came out today to oversee fixing the gaping seam in the long granite counter top in the kitchen. She offered to remove the entire counter top so it could be recut (or a new section cut to match the other half since my contractor advised he had another piece if necessary), but since I wouldn't have had a counter top for three or four days, I opted to at least try the easiest and most expedient solution first. Most important to me, other than fixing the seam, rather than having two employees and the owner tell me I was wrong and all granite seams gaped, I appreciate the fact the owner stated she would fix the problem. Acknowledging, of course, the fact that the seam needed to be fixed. The seam has been fixed so that when I walk by, I cannot see it. Nor can I feel it, since the uneven edges were ground flat. That's all I wanted. Prior to today, every time I walked by the seam jumped out of the granite pattern and it no longer does. To ensure I was not being too harsh, I provided C on overall experience when I considered a D. However, when Oz was last out, my husband and I had viral infections and a child a cold, and I'm certain I was not at my best when originally dealing with this matter or the owner. And I have to give Oz a lot of credit for being so gracious today when she returned. **** Our house was damaged in the June 2012 derecho, and the entire kitchen had to be gutted and replaced. Esos was a sub for our remodeler. I found the company's owner ethically challenged. Nothing was installed as planned, and the general contractor (who is great!) has to fix the countertop that Oz, Esos' owner, refuses to fix. The countertop for the breakfast nook was incorrectly installed. Esos offered to change it to reflect what we wanted, but we left it as is since what's there works for our purposes. The sink was not installed as I was shown. I was worried that I wouldn't have proper depth for my large pots and pans, and Oz, Esos' owner, sent me pictures of the way she planned to install the sink to provide additional depth. She did not do as her pictures portrayed, and the additional approximate 2" in depth is missing. With regard to the large countertop in the kitchen, given it's size, it's in two pieces; however, about 90% of the seam gapes and 100% of the two edges of the gap are slightly uneven, so the counterop is not smooth. The owner made an appointment to look at it and instead (due to unexpected dental surgery, she stated) sent two employees who walked into my home without saying anything to me or the contractor on site. When I saw them and asked who they were and what they were doing, they stated they were there to smooth the granite. I told them that would not solve the problem because there was a discernible gap that needed to be fixed, and they told me that the countertop was normal and they all look like that. Repeatedly. I told them that was untrue, that I've had granite countertops before and never had one that was installed so poorly that it had a visible gap, and the gap needed to be repaired or a new piece dropped in place. The Esos employees continued to insist that they were going to sand the edges to make the top smooth, and continued to tell me all countertops have gaps, so I told them to leave. They went out to the driveway to continue their preparations to sand the countertop, so I informed my contractor they were not permitted in the house. I then told the Esos employees I wasn't paying for the countertop and they needed to leave because they weren't going back in the house. Another appointment was scheduled with owner and my contractor. Esos' owner, Oz, is very gruff and stinks of cigarettes. She told me the countertop was normal. I know it's not and told her so. In fact, there was no attempt to match the pattern of the two pieces, and I told her I was surprised about that. She stated, "That tells me you don't know what you're talking about. No patterns ever match." And while I know it's impossible completely to match patterns, in the past, I've had closer matches than what was installed in this kitchen. Oz argued that I wouldn't let them smooth it out to fix it and I told her that smoothing the countop would not fix the gap. She kept arguing that I didn't know what I was talking about so I told her I wasn't paying for the countertop and she could leave. My contractor, who said both the countertop and Esos' response is "not right," stated he is going to fix the countertop. I told him it looks to me that the countertop very slightly slopes to the right (and I confirmed the same with a level), which would explain the gap. I assigned a C rating for quality because the granite is what I wanted and, except for the gaping seam in the middle of the work space, pretty.

We really appreciated working with Esos. We had initially made arrangements with another company, but when that company dropped the ball a week before we were expecting our install one of our contractors suggested we contact Ozden at Esos. They came through with only a weeks notice and were able to get the stone that we had placed on hold at the slab yard. Ozden was very responsive and professional. They amazed us that they were able to come in at the last minute and get everything done and for much less than the other company. Our new granite counters look beautiful. Should the need arise we will definitely work with Esos again.