Burlington Marble & Granite

I had a terrible, stressful experience with this company: They stated that the installer would show up for my countertop templating by late morning, but he did not show up until late afternoon. I received no notice that the installer would be late. When I called to ask where the installer was, I was told an email had been sent to me. I received no such email. I had to call multiple times to get any update at all. When I arrived for my countertop layout, the door was locked and no one was there to let me in. When I asked why no one had been there, I was told there was a side door that was open when I was there that morning. Before the appointment, no one had told me that a side door existed or that I should go to a different door. This essentially ended up being a no-show appointment that cut unnecessarily into my work day. During templating and during layout, two different contractors told me that my countertop would not need a seam. I was finally told several weeks after my templating appointment that the countertop would in fact need a seam. The seam is very dark and noticeable unless I maintain the soapstone with multiple applications of oil. During installation, the subcontractors told me that no one had verified that the sink template provided by the manufacturer actually matched the sink cutout. During installation, the subcontractors discovered the problem and left before finishing the job because they had not arrived with the tools to correct the problem. I left the owner a message describing what had happened, and he sent them back to finish the job without speaking with me first to verify that I was okay with them coming back so late in the evening. They simply called me and said that the owner had sent them back, and they were on the way. The installation took more than three hours, and ended around 8:00 at night. I was originally told that it would take around 90 minutes. I was never told by the company that the templater/installer was a subcontractor. He told me this himself when he arrived at my house. I received no information indicating that the company would be using subcontractors. When I described the problems I had to the owner and project manager, instead of apologizing and simply committing to correcting future problems, the owner told me it was clear that I would never be happy with his company and suggested that he refer me to a different installer. This was after I had already paid a significant deposit and the project had been underway for weeks. Several times, the project manager said that she didn't see one of my emails until I emailed her again to ask why she hadn't responded. She then told me that she had in fact received them the first time. This caused delays and annoyance since I had no idea if my emails had been received. I was sent an invoice that included the estimated countertop area, not the actual installed area. I had to catch this error myself and request a revised invoice. The company charged me for the full amount of the countertop, including the sink cutout. When I requested the sink cutout, the owner said that my cutout was probably in the trash and he would cut another piece for me. Several weeks later, he said that the cutout was actually from a different piece of soapstone, not the piece specified in the invoice and that I had ordered. I told him that I wasn't interested in buying this piece, because it wasn't the piece I had ordered. I offered to pay for the rest of the countertop, but not the cutout. In response, he threatened to file a lien on my property and told me that he is sick and tired of customers like me who are looking for conflict. He made no effort to come to a compromise that would be mutually satisfactory. He told me that he WILL win this in court. Very mature.