Wall To Wall Stone Corp

We were referred to Wall to Wall from our cabinet makers. The process went smoothly until the evening before our install date when we were informed that the installation needed to be pushed back 8 days. No real explanation. The evening before our rescheduled install date, we received word that due to a fabrication issue we were going to be further delayed. It was difficult to get a hold of anyone and get any answers. Other subcontractors had to be rescheduled on extremely short notice and our project was further delayed another few days. Wall to Wall basically said there was nothing they could do and they never promise install dates, they are always tentative. So apparently this is how they operate. Our contractor had never experienced something like this and felt it was totally unacceptable, as did we. In the end our counters were installed and the project was able to move forward. However, we were disappointed in the attention to details in fabrication. There were few spots (up against window casing) that had gaps up to a 1/4". We were able to work around this with our contractor. We were not interested in dealing with Wall to Wall any further. We would have gladly paid extra to work with a different vendor. The price savings was not worth the headache.

Installation nightmare; poor customer service; and untruthful are the words I would describe. My experience getting granite countertops was very poor with Wall to Wall. W2W was recommended by Cascade Flooring America in Vancouver. My neighbors also used Wall to Wall Stone and had a similar bad experience. We were told we would save money by using Wall to Wall Stone and that their quality was on par with others. So we went for it. I wish I'd have paid more to have a more upstanding and honest company do it. We had them do the template for our kitchen, island and desk (90 sq ft). That went well - although I was surprised that the technology was a string and a tripod (I expected lasers or something that scans). Anyway. the install was scheduled for a week later. The day before the install, I popped our old counters loose so I could easily remove them the next day. Head Up: You will have no counters, no sink, stove, dishwasher until after the installation. The morning of the install, an HOUR prior to showtime, they cancelled!! I'd already removed everything and had to reinstall my plumbing. They said that my "slab didn't get finished" (it would have been done Friday p.m. - but nobody had the forethought to warn us). Each department - from reception, to installation, to production - blamed it on each other for the lack of communication. I took a day off from work to be there. They told me, "this happens frequently, and we don't enjoy calling people to tell them the news." I can only imagine. After cooling off, I rescheduled for two weeks later for the install. The morning of the install, I had a time slot of 9-11am. I had (once again) all counters removed and plumbling. Another day off work. 9 came and went. 10 came and went. Finally, I called them. They said, "We show your appointment at 1-4pm." That was a lie, because I called and confirmed on Friday afternoon. PLUS, they called my wife and confirmed the 9-11am with her on Friday! I was nearly unglued. Calling up the chain of command, I got a hold of the install manager. He came clean and said, "Your slab was not done being polished". WOW. So, get this - the first time they used that excuse. So, this time (two weeks later) they had again put my job on the back burner and it wasn't ready - the morning of the install. I drove down to their office and demanded the manager. That is Scott. Of course, we was gone. Anyway, about 2 pm. They showed up. The installers walked in my house with wet shoes tracking everywhere to check out the site. Then, right before carrying in the slabs, they put down dropcloths. Nice guys though. They did a good job getting it in there. Dust everywhere of course - but you know that ahead of time from the 5 pages of Wall to Wall's Disclaimer pamphlet - where they absolve themselves of any damage to your house whatsoever, any cracks in your new counters, any thing bad - not their problem - the END. I should have walked away when I saw that in the first place. I half expected Scott would call and offer an apology. Nope. Or, I'd get the bill with a little discount or something. I gave them a chance to make it right before I paid today. Didn't happen. So I paid - and here's my review. Looking back, I'd have gladly paid $2,000 more for better service and peace of mind. It was horrible. Counters? they look good - except for the angles didn't line up (template?) and there are gaps by the windows. They did a lot of grinding (dust) to make it work. But then, I read the disclaimer before. So, what should I expect. The backsplash will likely cover the windows. I've used at least 6 sub-contractors in the past 4 months. W2W was the worst so far.

When they installed the countertop, they chipped the granite, filled the chip, but didn't tell us. Since the chip was front and center (literally) we wanted the counter replaced. They agreed, but treated us as if we should just accept this as part of "construction". Their customer service around replacing the counter was horrible! They were rude and disrespectful.

There were some minor problems. Things were cut incorrectly. They were cut in the wrong place. They had to make them over. The price was very good.