Rocktops Granite and Marble - Unsatisfactory installation

Detroit, Michigan 0 comments
Not resolved

I wish I had read this before we hired RockTop for our kitchen counter. I thought since I was dealing with the company itself we would get a professional job. It turned out to be a terrible experience.

The worst part is our counter is 1/2 inch too low to ever fit a slide in range which is what we have now and wanted to upgrade. The seam was very poorly finished, the stove opening was cut crooked and they cut the faucet in the wrong place.

Fortunately their repairman fixed everything very nice but we are still stuck paying top dollar for a counter that will never fit my stove.

It is not like we didn't have everything in place for them to see when they measured. The high-tech measuring system they have is useless. A template would have worked better. I think we could have measured and done a better job installing than they did.

I would never reccommend them.

Review about: Granite Countertop.

Rocktops Granite and Marble - RockTops Granite is the worst company for customer service and quality products. Run away!

Kalamazoo, Michigan 0 comments
Not resolved

We ordered a granite counter top for our kitchen.They installed it with a broken corner that was poorly glued.

They did return to fix the problem somewhat, but they have not responded to our further concerns. We have dealt with their main office in the Detroit area. Kelly, their customer service manager was worthless in helping to achieve some customer satisfaction. We have made attempts to communicate with upper management, with no success.

They do not return phone calls or follow through on promises made. There warranty seems meaningless. If you still choose to do business with this company do not pay in full till the work is completed to your satisfaction.

I would never, never do business with them in the future!

Review about: Kitchen Counter.

Rocktops Granite and Marble - Horrible experience--granite not what we paid for...

Saginaw, Michigan 0 comments
Not resolved

Our home has been two years in the planning and building. Over a year ago I went to Rock Tops in Saline, MI and met with David Gough. Our architect had specifically designed the kitchen island to be a “showpiece” of the home. It was large (5’ x 9’) but designed so that a single piece of granite would be used as the countertop. At this meeting, I told David that we needed the kitchen island to be a single piece. He assured me this would be no problem.

2 months ago we again met with David to begin to finalize our countertops and reiterated the importance of a single piece for the island. We met the measurer at the house and explained that the island had to be a single piece. They had a small screen that showed the cad drawings showing a single piece for the island that we approved.

We visited Rock Tops in Macomb Township in order to select the slab for the island. When we arrived, they did not have slabs large enough for the island in the color we had selected so we spent another 90 minutes selecting another color with larger slabs available and again, reiterated that the island had to be a single slab. Jim Theide, the owner’s brother, had the cad drawings faxed to the showroom in order to assure that the slab we were picking would be able to do the island as one piece.

The island was delivered in two pieces with a seam running right down the middle and a large chip on one of the corners of the large island piece. During the attempted installation the farm sink in our kitchen was scratched. The installers, rather than taking responsibility, covered the scratch with a piece of tape and then tried to blame someone else. We immediately called Rock Tops to let them know what was happening and instructed the installers to stop the installation until we had these issues addressed.

I have left 9 messages for the owner but have not received a call back. I received a call from someone named Scott, stating they would not rectify the problem and that they could put seams anywhere they wanted. I have been in contact with David Gough who has acknowledged several times that the island was supposed to be 1 piece but now, he too has stopped returning my calls. We are left with a kitchen full of uninstalled slabs with an island slab that is cut down the middle and has a large chip on one edge (see pictures on website--www.rocktopsishorrible.com). The company is now refusing to even return our calls.

Rock Tops requires payment in full prior to fabricating the granite and now I understand why. This company is both unreliable and unprofessional. We will be filing a complaint with the Consumer Protection Division of the Michigan State Attorney General's office and will also be pursing legal action. There are many companies that can install granite or marble countertops. Rock Tops was and is a very poor choice. We hope others will be able to use our experience and avoid this company at all cost. For additional information on our saga please see www.rocktopsishorrible.com.

Review about: Granite Countertops.

Rocktops Granite and Marble

Anderson, Indiana 12 comments

Rocktops promised us install in 6 weeks.We paid over $2,500 up front at the beginning of February.

They made a template 5 weeks later. We paid them another $2,500 at that time. We were told Rocktops would call us in 10 days for an install. Never heard from them so we visited store in April.

They made an appointment for install in 4 more weeks. 2 days before install they called us and told us there was a problem with the template. They came out to make the 2nd template. We filed a complaint with the BBB.

Still no call from them. We called them several times and emailed the home office in Michigan noone ever returned our calls. Finally installed over 3 months after we signed the contract. Oh, they showed up 6 hours late to install.

Never, never, never use this company!!

Review about: Installation Appointment.

Comments

Anonymous
#52769

#3, Rocktops, #7, Very Happy, #9 Steve Johnson, and #11, William Thomas, are all written by Rocktops sales personnel.Entry #9 was even so bold as to use his own name.

The owner found out about this site and the topic was discussed at several staff meetings before staff were “encouraged” to post their own replies in an attempt to dilute the negative publicity.

I see unhappy customers all the time and our management’s consistent cold response is getting really pathetic.I am ashamed to work at a company wherein customers leave crying at times and sales people laugh and give each other high fives in response.

Anonymous
Dehra Dun, Uttarakhand, India #38627

I have been abused by Rock Tops for seven Months!I still do not have the counters installed but they have been paid in full over $6,000.00 dollars.

These people do treat you *** and do act like SHADY USED CARS SALESMAN!

They have lied to me on many ocassions are simply un reliable!Visit www.rocktopsripoff.com for a dedicated site to post your complaints about this company

Anonymous
#37651

Rock Tops own response to the complaint listed above should tell you everything you need to know about them.As far as getting a good job...accidents happen...a blind squirel find a nut!

A 4 week turn around time is a joke. Most companies do it in 10-14 days. Paying for everything up front gives you know recourse, you are at there mercy. Complaints don't matter, by the time you realize how much it will cost you for a lawyer Rock Tops banks on you dropping it and forgetting about it.

The key to why they are still in business is the fact that they rely on soft customers that are looking for the lowest price. Once they have your non-refundable deposit then take the rest of your money they tell you have more square footage then before and make you pay extra then while the templater is in your home he hooks you into having Rock Tops do your plumbing and tear-out. Once you get your bottom line price it is usually extremely higher then any other bid taken.

Remember folks this company was founded by a bunch of used car salesmen and they have not forgotten their ways!There is a reason there a multiple complaints on the BBB website about them.

Anonymous
#32170

Rock tops, people get over it just because it took longer, Things like that happen all the time.Just because it did not go your way.

Babys should not be buying granite anyway.Your lucky That rocktops would sell counter tops to you

Anonymous
Ixtapaluca, Mexico, Mexico #31239

Our home has been two years in the planning and building. Over a year ago I went to Rock Tops in Saline, MI and met with David Gough. Our architect had specifically designed the kitchen island to be a “showpiece” of the home. It was large (5’ x 9’) but designed so that a single piece of granite would be used as the countertop. At this meeting, I told David that we needed the kitchen island to be a single piece. He assured me this would be no problem.

2 months ago we again met with David to begin to finalize our countertops and reiterated the importance of a single piece for the island. We met the measurer at the house and explained that the island had to be a single piece. They had a small screen that showed the cad drawings showing a single piece for the island that we approved.

We visited Rock Tops in Macomb Township in order to select the slab for the island. When we arrived, they did not have slabs large enough for the island in the color we had selected so we spent another 90 minutes selecting another color with larger slabs available and again, reiterated that the island had to be a single slab. Jim Theide, the owner’s brother, had the cad drawings faxed to the showroom in order to assure that the slab we were picking would be able to do the island as one piece.

The island was delivered in two pieces with a seam running right down the middle and a large chip on one of the corners of the large island piece. During the attempted...

I have left 9 messages for the owner but have not received a call back. I received a call from someone named Scott, stating they would not rectify the problem and that they could put seams anywhere they wanted. I have been in contact with David Gough who has acknowledged several times that the island was supposed to be 1 piece but now, he too has stopped returning my calls. We are left with a kitchen full of uninstalled slabs with an island slab that is cut down the middle and has a large chip on one edge (see pictures). The company is now refusing to even return our calls.

Rock Tops requires payment in full prior to fabricating the granite and now I understand why. This company is both unreliable and unprofessional. We will be filing a complaint with the Consumer Protection Division of the Michigan State Attorney General's office and will also be pursing legal action. There are many companies that can install granite or marble countertops. S Rock Tops was a very poor choice. We hope others will be able to use our experience and avoid this company at all cost. For additional information on our saga please see www.rocktopsishorrible.com.

Show more
Anonymous
San Ignacio, Cayo, Belize #27832

We had a horrible experience with Rocktops throughout the entire process.The salesperson in Saline, MI did not lay everything out up front in terms of what we were being charged for.

They were supposed to follow the measurements of my existing island, but instead added 1.5 inches in width. This cost me more and I didn't catch it in time. Then at installation, they after they were supposed to show up to inform me that they couldn't make it due to their vehicle breaking down.

Throughout the entire process it was like pulling teeth to get them to respond or even answer phone calls.Terrible customer service overall.

Anonymous
Sao Vicente, Sao Paulo, Brazil #26599

I was leery about using Rock Tops with having to pay up front.However, I had a good experience.

Timely (installed 2 days shy of 4 weeks), good communication, great product. I dealt with the Holly, MI showroom and my salesman was John Ward. No problems. My suggestion would be to walk away when they say it has to be 50% up front, and the balance at templating.

Maybe if the salesman wants the sale he can work something out.Just an idea.

Anonymous
Bury Saint Edmunds, England, United Kingdom #26205

I was extremely happy with the whole process with Rock Tops! From the salesman to the install. I would recommend them to anybody

Anonymous
Desert View Highlands, California, United States #24783

I have the same issue with Rock Top not returning my calls. My counter tops are getting installed next Tuesday. I hope the installers do a better job than the sales person and corporate.

There seems to be a serious lack of communication when dealing with this company.

Anonymous
Weigelstown, Pennsylvania, United States #20908

I have used Rock Tops for 2 jobs now and I can't be happier with the service, the install, and the beauty of the stone. I have recommended them to everyone I know who is looking to have granite installed.

Anonymous
Ranchi, Jharkhand, India #19608

This is the worst company to ever deal with.Bad measurements and an even worse install.

Never pay anybody in full before they install.:(

Anonymous
Glenolden, Pennsylvania, United States #18309

we had Rocktops complete our new granite kitchen countertops and I thought they did a really good job.the bid they gave us was lower than all others, and they followed the time table we asked for.

the men that came out to our home were very nice and they were careful.I would recommend them to all of my friends.

View more comments

You May Also Like