Stone Systems New England Complaint - Lousy Install - Lousy Customer Service
SLATERSVILLE, RHODE ISLAND -- I ordered a Silestone countertop on Oct 7 and two weeks later it was installed. The installers drilled the holes for the sink taps too close to the sink, such that it was impossible to plumb the sink. After one month of e-mails and phone calls, Home Depot finally agreed to have StoneSystems replace both my sink and countertop. But StoneSystems was in no rush.
The new countertop wasn't ready until December. When I called StoneSystems to schedule the install, they couldn't fit me in for another week. I requested that they send an experienced install team, which they promised to send on Fri, Dec 18 between 10 and 4. At 5:30 the installers called again to say there was traffic and could they come Saturday instead.
So they came Saturday morning at 8:30 am, removing the existing countertop and replacing it with the new countertop and sink. I did expect there to be some mess and I assumed the brand-new wall paint would need to be retouched, but the results were really disappointing.
1) The seam in the countertop is not smooth/ flush. When we were shopping for a countertop the sales representative explained that there would be a seam, showed us a Silestone seam in the showroom, and remarked how important the smooth Silestone seams are because you don't want dirt to collect in the groove as it gets wiped frequently. The countertop they re-installed had a rough seam. I asked the install team to re-do it while they were here and they did. It was not noticeably better.
2) Our bathroom, which is an addition with brand-new construction, has handmade custom cabinets. The finish on one of the door fronts was scratched by the re-install.
3) The walls have scrapes and gouges that need more than touch-up paint. They need to be spackled. The installers apologized for the gouges in the wall and tried to fill them with silicon. The uneven silicon will need to be removed, the spot spackled, sanded and repainted.
4) The silicon grout they used goes on white and dries clear. When the installers left, it looked fine. Now that it is dry, you can see black marks on the counter's edges and plaster chips in it from the de-install. It looks messy and it is quite rough from the plaster pieces in it. It is another place for dirt and dust to collect like the countertop seam. The grout will have to be scraped off, and if the black marks cannot be cleaned off the edges of the counter, the grout will be replaced with white so the marks don't show.
So now, three months after I first ordered the countertop, we finally have a functional sink in our bathroom, but I am faced with a wall repair and re-grouting project to fix the mess that was made.