Creative Countertops, Inc.

My wife and I met with the owner on a Saturday at their shop in Poulsbo, WA. He commented that they are not usually open on Saturdays due to a lack of business - that should have been my first indication that they didn't understand their customer base! After selecting quartz countertops over granite, he then tried to pressure us into buying one of their sink and faucet packages. Fortunately, I'd already done research and knew what we wanted avoiding their poor recommendations. At this point, though, we thought all was good and we were in good hands. We were wrong! Multiple "stop work orders" had to be issued due to the incompetence of the store. When the technician came out to do the template for the countertops - he had wrong information on the work order! The owner had failed to properly annotate the radius of the corners for some of the cuts as well as the proper dimensions. That would have been a $2000 mistake, but the technician wasn't concerned! I had to issue a stop work order and request corrected drawings before permitting them to continue. The technician and customer service person with whom I spoke (Angie) thought that this was unnecessary and that having correct and accurate drawings that reflected what we wanted and discussed with the owner was unnecessary and asked us to "trust them." Too bad they couldn't be trusted to properly do the work the first time! When I asked for an explanation of the backsplash quote, Angie and the technician admitted that they didn't know what backsplash pricing they'd used or the dimensions! (Is this really a business?!) Instead, they just "guessed" based upon the countertop dimensions. When I specified the backsplash manufacturer and model, which had been provided to the owner when he did the write-up, it turned out that it would have been more than double their estimated price. More red flags! Furthermore, the store failed to properly annotate the dimensions, add the window sill that was discussed, and missed other pieces. When I sent the technician away to get the proper information and called the store, the lady with whom I spoke dismissed the problems as "no big deal" and that it is common for the owner to get things wrongs! More red flags! When challenged, the company admitted that the quote to install the backsplash did not include the grout, surface preparation, or labor! Instead, it was only for the material. More red flags! After catching their multiple errors, I then had to request a revised proposal since the actual dimensions would be less than they estimated. Less material = less cost. Unfortunately, the company seemed surprised that I would want them to correct the drawings, accurately quote the cost to the measurements, and include all services and material to be included in the quote. They then tried to charge us more for two cuts that we were told were included in the price. Fortunately, I was able to talk them out of this. Then when I asked about the scheduled installation date - they couldn't provide one! All they would say was that it would be between three and five weeks! This is not how contractors work in building a house. I ended up canceling the backsplash from them since after getting an itemized breakdown of costs in the quote, they simply weren't competitive and I had zero confidence remaining in them. When they did install the countertops, they failed to properly install the windowsill that was cut to match the countertops. Sure enough, less than a week later it slid out and broke! When asked to repair it since they failed to install it, the company resisted. It turns out that the reason they resisted is that they didn't have any more material and wanted me to accept a different finish/style for the windowsill because they would have to order a whole new piece of quartz. When I wouldn't accept this (after all, the point was for the windowsill to match the countertop) they were then able to figure out some ways to repair the windowsill. DO NOT USE THIS COMPANY. They are unprofessional, incompetent, cannot be trusted to perform to basic industry standards, and demonstrate every bad thing you hear contractors. If you do decide to use them - track, question, and itemize everything.

Their cleanup was satisfactory and the crew was professional, efficient and punctual. I was satisfied with their work.

Everything started out fine however, during the installation of the granite, they not only scratched up the area surrounding the faucet in the bathroom, but also chipped the granite in the kitchen on a major seam. Both areas are quite visible. My husband was present during the installation and it was our tile guy who pointed out that Creative Countertops, had forgotten to glue down the granite. We called them back for that twice and also for the scratches. We were no longer at the home there and since they still had a key they returned on their own and supposedly took care of the gluing and scratch and chip repair. When I had our Realtor check the work, she nor our tile guy felt, that they did a good job, so we called them again. This time one of the installers, Dan, called our home and left a very "snotty" message, about how he didn't know what we were complaining about, because the job was done.