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A very negative experience. Horrible comunication, will never buy from again.
Art Gem did great 1st install so we chose them for our quartz countertops. Pheonix came measured and gave us a quote. We agreed, paid a down payment and were given an installation date. A couple of days before the install date we received a call advising our countertop was on back order and they were not sure when it would be arriving. We were asked to come to the shop and select something different. We went to the shop but didn't see anything we liked. We asked approximately how long it would be on back order. Art Gem wasn't sure. After 4 set install dates, the countertops were installed . The countertop did not fit properly and they had to cut the drywall to accomodate. One piece of countertop was cut wrong, Pheonix to return in a couple of days. I asked him why the colour difference, he stated that because it was man made, there is always a possibility of a dye variation. Pheonix installed the last piece and left. There was a 3/4 inch difference from one side of the stove to the other. Called Pheonix back, said he would fix and be back Monday. Went to pay them on the Friday of that same week around 9:15 AM , but no one was at the front desk. Received a call on Saturday of the same week wanting to know when we were coming to pay our bill, said next week, lady on the phone wanted to know when next week. Went the following week, paid our bill and expressed our disappointment. We were given a reduction for plumbing cost. We felt Art Gem should have communicated better with us, example...we do not scribe, so if your walls are out of square we will have to cut them to accomodate the countertops, and the colour you selected might be slightly different. If we had of known that you didn't scribe or that the colour could be different, we would have looked elsewhere. Installers should have cleaned the countertops they just installed and the drywall mess they made. We feel our disappointment hasn't gone beyond the front desk and it hasn't been addressed.
We spent almost $5000 on granite from these guys for our kitchen renovation. They left the old counter top and sink on the front grass and made us cut it up ourselves and bring it to the dump. They installed the granite with 3 giant cracks in it, they cut the slab wrong, the sink cut out isn't straight, poor caulking and on top of that they flooded our basement when installing shut off valves. Website says "customer service guaranteed." We are very upset and the owner will do nothing. OUR #1 concern is the 3 cracks, they are unacceptable. I can't believe these guys are still in business CAMBRIDGE LOCATION
Merchant Reply June 8, 2010
Dear Hepburn, Thank you for taking the time to provide feedback. In our years in business, we have delivered great service to many customers. We are very sorry that you feel otherwise. We would like to take a moment to add some clarity on our service and hopefully change your opinion of the situation. We are responsible for installing the granite once it is chosen and approved by the customer. We install what is delivered. In addition, the installation service does not include the plumbing work and disposal of the old countertop as indicated on the signed sales order. It is also our customer’s responsibility to turn off the water supply. That being said, we had your approval prior to fabrication and installation; we delivered the service we promised in the signed sales order. With regards to your #1 concern, we cannot be accountable for the state of the granite you chose directly from the supplier nor can we take responsibility for the services that we do not provide. We hope that everything has since been resolved and that you consider us again should you require our services. Angel Manager, ArtGem Granite & Marble Inc
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