Viking Sink Co LLC

We had a two hour window for the install and 15 minutes before the window ended we got a call from Hensen that they were running late due to the earlier installation. We were given a new window, one hour later. The installer crew lead called when they left the first job and apologized for the delay and confirmed the time they would arrive. They laid material over our wood floors to protect them. Checked the cabinet, got the two sinks and performed the installation. Answered my questions during install. I gave them the faucet tech spec and confirmed the minimum OD dimension for the hole. Drilled the hole and then double checked the fit before bringing counter top into the bathroom. They followed the Kohler sink instructions and performed the appropriate cleaning of the backside of the quartz and the sink flange. Took great deal of care to be sure sink was centered in the cut out. Sinks were under mount sinks. Then applied the silicone and remounted the sinks. They even adjusted one of the sinks because it was not perfectly centered. Attention to detail was outstanding. After the install they went over the cleaning instructions, gave me the warranty book, and discuss how long we should wait before hooking up the plumbing. They also vacuumed the floor and cleaned the counter top with alcohol. This was the second job where Hensen used Viking Sink Company for the Quartz installation. Last year they did the Quartz counter top install in our kitchen. Highly recommended. Note, the install was one week late but that was due to the material delivery from Cambria and not a Viking Sink's issue.

I am trying to be fair. This company did make and install a great quartz island countertop. They were also hired to do the fireplace hearth in 3/4 inch quartz. They did and it was beautiful. This company's website states they have 85 years combined experience in doing their work. The website states they do installations for both new and remodeled venues. It says they stand behind their products. THAT IS NOT OUR EXPERIENCE. Our home is about 75 years old, it is not level, plumb or square. The hearth fit beautifully. During installation the installers used shims only to level the hearth, leaving open spaces under the quartz. Within about two months the hearth stone cracked along the shim line. We contacted the company and our contractor contacted the company. First, multiple phone messages were not returned by the company. They did talk with our contractor who asked them why they had not properly prepared the floor to provide overall support to the quartz slab. They told him that they and quot;couldand quot; replace it if we would add more beams in the basement and do some other work. Not ONCE had the need for this been mentioned to us PRIOR TO THE INSTALLATION OR AT THE TIME OF THE ORDER. Not once did anyone from the company mention that 3/4 inch quartz in this setting might have ANY problems whatsoever in the setting. The replacement cost which we would and quot;splitand quot; between them and us would be 1 1/16th inch thick and be raised over 3/4 inch above the floor level and we would bear the cost of beam installation etc. We requested a partial refund of our money and were told no. I asked WHY we were not given any warnings about potential problems at the time of the order. The woman I spoke with replied that they were just following customer requests. When I pointed out that HAD WE BEEN TOLD THERE WERE POTENTIAL RISKS RELATED TO THAT OPTION that we would have reconsidered our options, she acknowledged that she could see my point but could offer NO other solutions to the issue. We now have a thousand dollar cracked quartz hearthstone. Our contractor was so frustrated in dealing with this company that he hung up on them at the last contact with them. In my last phone call with them today, the woman did offer to have the company owner call me----I've heard that multiple times before and told her so. If this owner was truly concerned (and he was at our home and has met us during the countertop installation) he could have answered any of the multiple first phone messages that were totally ignored. I will NEVER use this company again, and I do have a kitchen countertop that is on the agenda. They have lost our contractors business and they have lost us as customers. I didn't even know how to fill out the review, because while they were friendly, the measuring was well done, the fact that the hearthstone installation has been SUCH A MAJOR DISAPPOINTMENT and dealing with them on it first met with being ignored, and then with being told that it was our choice that caused the problem, and the ONE solution proposed involved substantial further costs to us has totally soured me on this company. It is for these reasons that they get a D to F rating from us.

Hensen Fine Cabinetry recommended that Viking Sink do the counter top installation. They have a strong reputation for quality installations and outstanding seams between pieces. Normal lead-time from Cambria is two weeks but can run up to 3 weeks due to demand. The counter top measurements/photographs were made on Friday, July 19th. He told us that Hensen would receive a phone call on Tuesday or Wednesday confirming the exact installation date. He estimated that it would be 2.5 to 3 weeks from July 19th. On Thursday, July 25th I called Hensen's and they had no confirmed install date. On Monday, July 29th I went to see Jeff Hensen, owner of cabinet company, and indicated that we had no install date. He checked with his people and his email. He called Viking and they had no answer for the installation date. Over the next four days he called the owner of Viking, the Cambria salesman, and finally Cambria and was told the install date would be Monday August 12th. That was one business day outside the 3 week lead-time. From my perspective and Hensen's the communications (responsiveness) was unacceptable and I would have rated it as a and quot;Fand quot;. However, read on to see how they earned a higher rating and my recommendation. The install crew (Doug and Gage) showed up early on Monday, August 12th. They did a terrific job with the installation and were very careful not to damage our new kitchen cabinets. The last piece they brought in was a section to the left of the stove. The angle to slide next to the wall was cut wrong; it should have been a 90 degree angle. They check their drawing and it showed a 90 degree angle. The cabinet company drawing showed 90 degrees. This was cut by Cambria not Viking. I took a picture of the error with my digital camera and offered to send it to their internal support individual. They called her and described the problem and got her email address. Several more phone calls were made to discuss the problem. Doug and Gage were very professional, laid down a mat to protect our wood floor and took care not to damage our cabinets or the new Cambria counter top. They tried to modify the incorrect piece with a grinder. It still did not work. Their work was excellent. I sent an email with the attached picture and asked for expedited service in replacing the incorrect piece at Viking and Cambria. We called Jeff Hensen and let him know what had happened. The sad think is that this piece had to be set first before the piece over the sink and dishwasher. At that point, no functionable kitchen for 5 weeks and 4 days. After my next email I got a response from Viking that they would expedite the replacement at Cambria and with their installation crew. Jeff Hensen called Viking, salesman at Cambria, sent my email exchange to the salesman. The Sales Manager at Cambria received the email and called Jeff on Thursday, August 15th. After a lengthy discussion he checked internally and tried to expedite the replacement piece. He called Jeff back with the update. Very apparent that Cambria cares about the customer. The owner of Viking, Scott, got involved and they called again to check the status at Cambria and were told the piece would be available on Tuesday. Viking asked them to improve the delivery date and they agreed to deliver the piece on Monday, August 19th. They called my wife and told her they were receiving the new piece on Monday and would be at our house Monday afternoon to install it. They called Jeff Hensen and told him the same thing...I was in Jeff's office talking about the issue when the call was received. The piece was completed on Monday, August 19th, and delivered to Viking, in Cadott, WI. The owner and one of his installers made the trip to our house and arrived early. They laid the mats to protect the wood floors and brought in the piece and confirmed the fit. They took the piece outside and cleaned out the corner angle brought it back in and installed it. .They set the piece over the sink, made adjustments to the sink to align with the sink cut-out in the Quartz and then applied the silicone caulk. They also applied the epoxy to the seam between the two pieces of the Quartz and set up the machine that applies the pressure to hold the two pieces together while it cures. They installed the back splash to the new piece and did the necessary clean up. Scott was very polite and professional. Jeff Hensen also arrived during the installation to check out the progress. Summary, the mistake of the incorrect angle was not Viking Sink's fault. They are the installer and Cambria does all sink cutouts and cuts the sections per the photos used to take measurements.. I would give Viking an and quot;Fand quot; for communications for the initial install...customer should not have to follow up to get an install date. Customer does not want to hear about some one going on vacation impacting his order. Once they heard from Cambria they should have followed up with Hensen on the install date. A lot of follow up phone calls were made before a date was provided. I give Viking credit for getting the incorrect piece back to Cambria so fast (Tuesday) and following up with Cambria for the return of the new piece for color matching. The reply to my Wednesday email demonstrated to me that Viking was working for me and by Thursday we had a confirmation date on the delivery. Therefore, I increased the rating for responsiveness to a and quot;Band quot;. Mistakes can happen when cutting Quartz or Granite counter tops or the individual doing the measurements. From what I have been told, this is a very rare occurrence. My expectations: When mistakes happens, the supplier of the cabinets and the customer need to be informed quickly of the replacement piece and expedited at the highest level. Communications is important. That falls on Viking and Cambria. It was Thursday before we were notified of a confirmed install date for the replacement piece. Communications was much better the second time around. Could this have been sooner, probably. Was it necessary for all the communications, no. The counter top looks great. Installation was outstanding. The seam between the two pieces was as good as I have ever seen. Absolutely outstanding work. It's difficult to find the seam. Terrific work by Scott and Curt. Overall, I recommend Viking SInk for installing counter tops. Was the break down in communications between Viking and Hensen for the original install date Cambria's fault or Viking? I don't know, it should not have happened. Just be aware if you don't get an install date after the measurement work, have the buyer of the Quartz or Granite counter tops follow up with Viking. We have a bathroom remodel planned for next year and yes, we would use Viking again. The cost shown above includes the install cost and the cost of the Cambria Quartz counter top. FYI, we were down for 6 weeks and 6 days before we had a working kitchen from demo date to running water in the sink..