I had my countertops done by Stone Systems and had a flawless process. The customer service team was very attentive and answer all my questions. The measure and installers explained the process and did an amazing job. I will recommend this company for any counter top project.
Love the product but the service is unacceptable. Driver called in route to install and was very rude. Didn t speak to me at the site and didn t explain anything to me at all. Didn t ask me to sign off on anything like other installers did. Did damage to my brand new home during the install. Company doesn t want to be responsible for the repairs to the damage that they did. Wish I could go back and do it a different way. So tired of bad customer service. It must be a thing of the past.
This company overbooks the installers, and the salesperson who measured did not take time to find out some structural changes would need to be made for undermount sink installation. Even though the installer was running late, he did an excellent job of raising and leveling the countertop to accommodate our dishwasher. If he had not been running late, he had the skills to undermount the sink. In reading the reviews, I feel fortunate that counters look good but I am stuck with a drop in sink and Stone Systems blames our cabinet structure and an experienced cabinet builder said structure should been easily adapted. For that reason I cannot recommend this company or recommend buying countertops from Home Depot.
We paid for new countertops at Home Depot on December 1. On December 7, 2018 they came out to measure countertops. On January 18, 2019 the countertops were supposed to be installed but they could not remove the plastic that had bonded to the Dekton countertops. They used a variety of unmarked chemicals in bottles and WD-40. WD-40 is highly toxic if ingested. It will cause asphyxiation. Pretty scary considering my history of oxygen use. They took the countertops back. I insisted that they make me new countertops due to the risk of asphyxiation but Tiffanie Edge the manager of Stone Systems would not. I was without a kitchen sink, dishwasher and countertops for almost 3 weeks. The installer returned with the same countertops with the plastic removed on January 31. As they were installing the countertops, I noticed some imperfections. I told the installer who is over 6 ft tall about them. He became confrontational to the point I was scared so I kept to myself for the remainder of the installation because I did not want him to become angry again as I was home alone and feared him. After the installer left, I inspected the countertops. The seams had big gaps and most of the edges are chipped. There is glue all over my new sink. A few weeks later one of my friends was over who always has her two-year-old next to her. She had put her hand on the countertop to reach a glass high up in the cabinet and it lifted up. We discovered that the countertop piece that is next to the refrigerator is not glued down. Fortunately, she was able to stop it from falling off completely with her hips and legs. I immediately contacted Home Depot and the counter top people did come out with a Home Depot manager and it was determined that the countertops would have to be remade and replaced due to Stone Systems own admission they were unable to properly cut the slab of Dekton resulting in the substandard joinery and edges. We agreed to installation of inferior product under the basis that the inferior material would be installed for a heavily discounted price to reflect the inferior material being utilized. Silestone in pietra was installed mid-March. We choose Silestone because we needed kitchen countertops and we were assured that Stone Systems was able to cut and install the product without chipping of edges and clean seams. The even though it is an inferior product, the new countertops are beautiful with no chipping on edges and seams meet up properly. We did add a waterfall edge that Stone Systems kept on telling us they could not do. We had to contact Home Depot corporate to get them to make it. We also added backsplash with added 15.46 sqft of countertops.
Now Stone systems along with Home Depot in Temple is charging me $95/sqft for Silestone when it is currently $68/sqft. At most it would be $76/sqft with no discount. Aaron store manager of the Temple, TX Home Depot store has offered me a $850.00 credit for everything. He said the store is consuming $3373.00 from the cost of Silestone. This is not acceptable. Home Depot along with Stone systems is trying to make money off of their gross negligence. They are even charging $645.84 for removal of the Dekton countertop and said it measured 71.76 sqft the size of the new countertops with waterfall edge. This is about 20sqft more than the Formica countertops we removed ourselves prior to the installation of the Dekton.
After contracting with Home Depot and seeing the reviews when Stone Systems was assigned, I was concerned. Have to say it was an excellent experience - laser measurement and beautiful install. All employees were professional and met scheduled appointments and lead times. The only complaint is the office phone is never answered.
We ordered countertops through Home Depot, and this was the contractor that installed them. Overall, with some slight hiccups, we had an extremely positive experience. Everyone at Stone Systems was knowledgeable, polite, and informative. I felt that they were straightforward and didn't attempt to conceal any pertinent information.
The few hiccups we had was one of the slabs that was installed on the bar of our kitchen was loose, and there was a hole in our sheetrock after the installation. We didn't discover the wobbly slab until a day later, and we weren't sure how the hole came to be in the sheetrock. We called their customer service, and they sent out an installation manager within a few days, who repaired the wobbly slab. He hadn't repaired sheetrock before, so he said he was going to send a different installation manager to repair the sheetrock at the end of the week. The other installation manager wasn't able to make it out until a little over a week later, which made me a little antsy because we had someone coming to install the backsplash quite soon. When the installation manager came out, he claimed that the installer didn't create the hole when installing the countertops, BUT he had no problem repairing the hole for me, which I appreciated. I honestly don't know whether or not the hole was caused by the installation or not - all I know is that it wasn't there before the countertops got installed! So again, I appreciated that they went ahead and repaired it anyway.
Stone Systems covers a VERY wide area in Central Texas, so I can imagine their installers and installation managers are very busy. Because of that, I can understand it took them a few days to work our repairs in. Overall, I would go with Stone Systems again. John and Joe were very helpful and knowledgeable.
We ordered silestone kitchen countertop from Home Depot. Stone Systems of Central Texas installed them in October 2018.
We have some of the small stones in the pattern pop out and a crack in the island that is now a foot long. We contacted stone systems multiple times with no response. When we finally got someone on the phone, they said we had to go through Home Depot for warranty work. When we contacted Home Depot, they said we had to file with Cosentino. Run around is all we have gotten for months now. Why do I have a feeling we are going to get screwed on our $7,000 counter top job!?
DON'T ever use these people, absolute nightmare dealing with them. First of all they don't ever answer the phone; they refuse to to take acknowledgement for what they do wrong. And the installers are always late and never get the job done right. Have dealt with them for years and have had multiple complaints about every stage of a project they were held responsible for. Stay Away if you value your time or what you pay for.
We ordered our countertop through Home Depot on September 21, 2019 and Stone Systems is the 3rd party provider. We initially paid for everything up front and thought we were all good to go. Today for the first time, I called Stone System to find out the status because we are pushing the 30 day mark. I was informed that they had not started processing the order because I had not paid for an additional installation charge that was now being assessed by Stone Systems. Whether or not we should owe any more installation was not the issue for me, it was that had I not called, I would never have known that our order was sidelined. Obviously, I was upset when I learned the reason our order was not being processed. Since then, the Regional Production Manager has reached out to me and is taking steps to remedy the situation. I appreciate her reaching out and believe that the mishap should be corrected going forward for future customers. I will let you know how it turns out in the next 15 days and whether we receive the counters within the 8 to 11 day time period that we have now been given. UPDATE--WE DID RECEIVE THE COUNTERTOPS WITHIN THE TIME FRAME.
gave 1 star because 0 wasn't an option. this company has the worst customer service. i ordered my countertops through home depot and they have draged their feet and refuse to answer my calls. everything has been paid for and they still have not set up an install date. take your money to another company.
We worked with Home Depot to begin with but were handed over to Stone Systems for the fabrication and installation process. Everyone we worked with was wonderful. They were quick to respond to emails and phone calls and the whole process was smooth and easy. We had some questions and special preferences about a longer slab without a seam and they were able to give us exactly what we wanted. The person who came out to measure was polite and clearly had years of experience. The installation crew kept us posted about their arrival time and took special care to follow all COVID-19 safety protocols. I did see some previous reviews for this company that were not great, but I honestly could not have had a better experience.
Why doesn't anyone answer the phone? I missed a call from you Thursday morning. I have called back 5 times since then, left 3 VM's & 2 request for calls backs. How else is anyone supposed to return calls or communicate with this business? I've spent 4k with nothing to show for it except a lower bank account balance.
As a homeowner for 45 years, and having had granite installations in multiple homes, I had my worst experience ever with Stone Systems of Central Texas (Austin) as the subcontractor for Home Depot. I got several bids and Home Depot was the more expensive, with lower customer satisfaction. In this case, however, Stone Systems via Home Depot was my only alternative because they were the sole vendor who had the granite type I needed to match an existing granite counter installed 20 years ago. Initial contacts were pleasant and the measurements were fine, but the actual installation was a disaster. The installers first thought the piece didn t fit the space and were about to leave. I insisted they re-measure, and we then concluded it was correctly pre-cut and only needed minor field cutting to match the rounded drywall corner. They then said they could not install the L-shaped counter without cutting it in half. This was in conflict with my agreement with the sales representative and measurement guy. I remained insistent on a one-piece installation and the installers gave me 2 choices: either cut the piece in half or run the risk of wall damage. I knew drywall could be repaired, so my choice was clear. The installers were quite cavalier and gave little thought about how to install the counter while minimizing wall damage. Instead, they brought the granite counter into the room and tried to ram it into place. In failing at this, one tried to hold up the heavy piece while the other went to get scrap wood 2x4s to prop up the counter so they could get it into place. I ended up with severe wall damage on all three adjoining walls! After-the-fact, I had difficulty reaching Stone Systems, until my VM indicated an intent to contact the Better Business Bureau. They then returned my call, but said there was nothing they would do. They cited fine print in the initial installation contract, indicating they were not responsible for incidental wall damage. I ll now be paying for this repair myself. Definitely stay away from Stone Systems of Central Texas.
Stone Systems was the contractor for a counter top purchased at Lowe's Central Austin. Our experience was positive overall and we found their communications and customer service to be very good. Though there was an error in the production of our counter tops, Stone Systems quickly made it right with no grousing or hedging. Good job!
If I could give them no stars, I would. HORRIBLE! Take your hard earned money elsewhere.
Got a bid from this company to install granite in my home. Bid seemed really high but I decided to give them a shot anyway. Was basically just ready to get the job done. They drug their feet the entire time and gave me the runaround and when I called to complain they basically acted as if they could care less. This company has no sense of urgency and the poorest level of customer service.Newsflash when people have their entire kitchen demoed for a remodel they don t like to wait around for weeks for your company to get their act together. I finally told them not to bother and went with another company. Paid $1000 less, got the job done quicker, and couldn t be happier. Thank you Stone Systems for making my decision to go with a different company so easy.
These are the ABSOLUTE worst countertop contractors. DO NOT USE THEM. These people are completely useless.
We ordered countertops in MARCH from Home Depot. PAID at the time of purchase. We were ready to measure in APRIL. They (Stone Systems) finally came to measure in MAY. THEN NO ONE CALLED FOR WEEKS. So we had to finally call them. UNPROFESSIONAL.
They told my husband the countertops were made in Florida and are now ready (she specifically said they had arrived the day before) and someone should call us "tomorrow". NO CALL.
So I had to call them which i got this HORRIBLE RUDE woman who didn't help in the least. She basically lied to us. Told my husband the countertops were in last week "came in yesterday" is what she said and that "someone would call tomorrow" HA! Then several days go by, the weekend, now I'm tasked with calling because my husband is fed up. This woman told me different things, "it was on a truck" "its in Florida" "it will be another 4 weeks" "we are waiting for Florida to call us" WHAT? I told her you need to call Florida, not wait for them to call you? This is your company, lady! It's all the same company!
Needless to say I lost my temper when she brushed me off and wouldn't comply or help in the least and basically lied because she told my husband they were in and someone would call and then told me she didn't say that and told me a whole slew of things. Really?
If you have been without a functioning kitchen for more than 3 months and some crappy company won't call you and then you talk to a rude woman on the phone you'd get upset wouldn't you?
These people have no idea how to run a business. CALL YOUR CUSTOMER. INFORM THEM OF PROGRESS.
If you are remodeling your kitchen, do not use these horrible people.
*Update: After calling these people and Home Depot and every manager I could talk to on Monday, still no progress. Apparently everyone at HD cannot get in contact with their so called Manager. No one is that busy. Absolutely no customer service.
*Update 2: HD Manager called me. Very nice lady. She is on it and is just as mad. She talked to Stone people who failed to mention my husband called LAST WEEK and told him the countertops were in, while yesterday when I called they said it would be another 4 weeks.
OH and apparently they told the HD manager that I yelled at this woman. Well LADY, Maybe you shouldn't of blew me off, maybe you should of assessed the situation and HELPED. MAYBE you shouldn't of lied to my husband, MAYBE YOU should of CALLED FLORIDA like i asked. MAYBE YOU SHOULD HAVE DONE MORE.
In the meanwhile our contractors are being held up and people who HAVE worked hard are not getting paid. Way to go STONE SYSTEMS.
Home Depot, however, has been very helpful.
UPDATE 3: 5:30 on Tuesday and still no answer on where the eff our countertops are. WOW.
UPDATE 4: Apparently they read their reviews. Someone FINALLY called at 6pm. Unfortunately they talked to my husband, lucky them. The best they can do is install in 3 more weeks. REALLY? THAT'S THE BEST YOU CAN DO?
Thank you Stone Systems for our lovely new countertops! They cut and installed our kitchen and bathroom quartz countertops. Excellent quality and work! We are so happy! Thank you! :)
We purchased our countertops through Lowe's of Bastrop and were told the installation would be through a second party contractor, Stone System's. After finding this out and already spending the money I read the reviews from this company. I was very concerned after seeing, for the most part, very poor reviews. I stressed over it but it was a little late because as I said we had already made the purchase. I must say that we had absolutely no issues. We were scheduled for install when this crazy snow, ice storm hit and had to be rescheduled and that took a little longer than I would have liked but this was something out of their control. I must say that the install crew were very professional and did a beautiful job. Customer service followed up a few days later to be sure everything was good. No complaints from us on the entire process.
Very professional from the measure, customer service and setting up an install date, wen like clock work, they said 2-3 weeks and it was 2-3 weeks. The installers were amazing and went above and beyond there duties to please us and they look amazing.
Thank you Stone Systems my kitchen looks great.
Very sloppy work. The sinks did not fit properly after the counters were installed, there were large gaps and holes, and they installed the slab next to the fridge off by a quarter inch, meaning the only way we could get the fridge back in was by removing the wall trim. Booked through Lowes, never using them again. If you book installation through Lowes or Home Depot, always ask who the contractor is. If they say Stone Systems, run away as fast as you can.
Like a previous reviewer, we ordered our Silestone countertops through Home depot. The person coming out to measure for everything was great and I made me feel that I everything would work out. He let me know that since they're so busy that it would be 2-3 weeks before they could install the countertop. Sure enough - I got the call after 2 weeks and the countertops were installed one day shy of three weeks. We were ecstatic, as we had been without our kitchen for 6 weeks. The installers did a great job. There was one slight problem in that one piece of countertop did not have the correct edge treatment. They apologized, and even though it was late they went back the next morning to have it milled correctly and finished up the installation the following day. The seams were closed very nicely and it's almost impossible to tell there's a seam. If you live in central Texas, I would highly recommend them and would easily do business with them again. The one day delay on getting the last piece installed did not bother me, as they tried very hard to get us fixed up right away.
Ok starting with the measurements team Josh (he's very cool), everything was so professional and surprisingly ALL thru the process things and people were on time!! So there was a cool plumber named Pete that came out and disconnected the plumbing-faucet, garbage disposal, etc. He was on time and called for a heads up. He and two awesome experts that installed the quartz counter top without, and I repeat without creating any mess. How is that possible I do not know! I got a f/u call today from Stone Systems office and talked to Ashley and Tiffany- all had it going on. Bottom line, from a picky customer, this is an excellent choice! Pricing was good (thru Home Depot) and they are fantastic! Bam!
Cameron is the worst employee ever. I have been trying to get them to fix a 1/4 inch chip that was on my counters prior to purchasing our home. Its been almost a month and all I get are texts saying "haven't forgot about you". I am sure there are good employees there, but don't expect good service.
I am very pleased with Stone Systems. Their granite cutting and installation for my kitchen counter tops was excellent. If you are in no hurry for your re-modelling as we were, I highly recommend Stone Systems for your new counter tops.
Never again will I use this company or home depot. Got stood up several times and wasted vacation time and weekend time.
I called to schedule an appointment with Lianet on Monday 6/22 for a sink installation repair. She was attentive and helped get my appointment scheduled promptly. This morning 6/24 Mr. Luis arrived as promised at 9 am and immediately got to work. My kitchen sink was incorrectly installed 5 years ago and was consequently caving in because it was not properly secured with the fasteners that are normally used. Mr. Luis took the time to completely remove the old silicon that surrounds the sink, cut out new 2x4s to secure the sink, drilled them in, & reposition the sink in place. He proceeded to reapply the silicon and clean the sink leaving it good as new. I appreciate Stone Systems backing up their services even after 5 years. Mr. Luis Perez was awesome and would highly recommend him to anyone looking for proper installation/craftsmanship. Thank you Stone Systems of Central Texas & Luis for your help addressing my concern today.
They were very professional and make a excellent job with my kitchen.
Thanks you very much
Ordered cabinet tops from Home Depot. The measurer called and came within a week. Never heard from the company or installers after that. After calling I was told a date which came and went. Another call and the date was moved past when we would be home so delayed the order. Again set up install with a promise of early November. Didn't happen. Would do before Thanksgiving. Didn't happen. Was told would be installed before Christmas, then told not, then told "we'll be there monday afternoon. I was required to have all the existing countertops removed. Got up early and removed the counters with help and was on the way to Home Depot to get plumbing to reconnect the sink after the counters were installed and was called to say it would be a week or more. I was not happy as I walked in Home Depot and found the sales person who called the company and a date for install was set for the next day. They came at four in the afternoon. The product was chipped, nicked, cut crooked, and adjacent pieces were cut with grains going perpendicular to each other. And the installers, a real nice two people, were great people but had never mounted this product nor installed an under-counter sink mount. They left the countertops on the cabinets, uninstalled, just resting there, and I was supposed to hear from the company today. Three calls to the company today were unanswered.
The old countertops were hauled away by the installers. I'll be going to Home Depot tomorrow for a discussion.
Home Depot needs to find a new company to measure and install new countertops asap. I purchased a new quartz countertop a week ago, and the assigned installer contacted me the next day with a quick message saying he could come by that afternoon or the following day, which wasn't possible since I work out of town. No response to my return call 30 minutes later or my follow up calls and text message the following Monday and Tuesday I took off of work. When I called the main office twice to request help in contacting him or scheduling the measurement, the women were nice, but acted helpless in trying to resolve the situation. In frustration I started researching this company online and realized that I probably dodged a bullet considering some of the shoddy workmanship I saw in posted pictures and poor customer service I read about. I immediately drove to Home Depot, cancelled my order, and received my full refund, which I will spend at a reputable and responsive local company that has rave reviews as well as the endorsement of a close friend. You have been warned!
Apparently an accidental mishap does not constitute a quartz countertop emergency. You get moved back into the queues.
Work order originated with Lowe's and did not include the demolition and removal fees in first estimate. Order placed one month ago.
The Stone team on site was nice though
