I can?t say enough about my excellent experience in Dec 2010 with InTown Granite, probably the best in Charlotte, based on professional customer service and overall value.
What distinguishes them from other fabricators:
- Customer focus: From the initial contact to job completion, they really want to do right by you. They listened to everything I wanted and made sure I was happy every step of the way. They came back more than a few times to fix minor things that were bothering me, with no complaints and at no extra charge. Very easy to do business with!
- Quality job: My granite looks awesome! And you won?t be able to feel the seam
- Very reasonable price: They were not the lowest bid but close. I certainly couldn't have gotten a better result by paying thousands more. And when we had to get bigger slabs elsewhere (their slabs turned out to be narrow), they honored the original price!
As a budget-conscious, yet picky DIYer, I like to get the best at the lowest cost. As my new cabinets were being installed in the fall, I talked to 6 or 7 companies. I chose InTown bec of the professional interactions and good rapport I had with the staff: Lisa, Amanda and Guy and his crew. At our 1st meeting, Lisa gave me their customer guarantee and walked me through the entire process from choosing slabs to installation. By far, this was the most thorough explanation I've gotten from anyone! She strongly suggested I be present when they layout the template on my slabs. InTown is only one of 2 shops that emphasized this to me. And when they had to make layout adjustments to match vein flow, Lisa promptly gave me the heads up to get my approval.
Before deciding, I talked to Guy, who?s doing the actual job. I wanted to know how he would handle specific issues like: How many seams, where? How will my sink be supported? Will I be able to feel the seam? I felt assured he knew what he was doing and understood my expectations.
Their in-house slabs turned out to be too narrow, requiring 2 seams instead of 1. I didn't want that, so they suggested buying bigger slabs at a nearby depot. Since I was to be charged for actual sq footage on their own slabs, I thought I would have to pay for the entire 2 new slabs. To my surprise, Amanda offered to honor the original contract! I knew then I made the right decision.
During fabrication, Amanda kept me updated. At installation, Guy's crew was prompt and professional. Even after I covered my cabinets with plastic, they were extremely careful to avoid even nicking them. Overall, they did a good job, though they had to reset my bartop which I noticed was set crooked.
Later, being the picky customer that I am, I noticed some flaws ? tiny crevices in the seam and the ogee edge, and the overhang wasn?t the same on the right and left sides of range. Guy?s crew came back days later to epoxy the crevices and face polish the seam. When they were done, man, you can?t feel the seam! I found out later that not all installers face polish because the factory polish is hard to match. My cabinet installer said even his engineered countertop is not that smooth!
Guy made a replacement piece for one side of the range to even out the overhang, and installed it on a later visit. But I noticed a (natural) fissure across the corner, which was a bit more prominent. After about a week, I called Amanda again fearing it might develop into a crack. She gladly agreed to have it redone, again. I suggested just reusing the original by gluing a half inch section at the back, which the backsplash would cover. Guy did all this gladly until I was fully satisfied.
Now, every time I walk into my kitchen, my granite brings a smile to my face. My countertops look awesome, thanks to InTown! Amanda, Lisa, and Guy and crew showed total customer focus and really did an awesome job from beginning to end. If you?re in the market for granite, I don?t think you?d get better results, value and service from anyone else!
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