Business ProfileforEast Coast Countertops Ltd.

After getting a number of quotes for our quartz counter top for our kitchen reno we choose East Coast Counters. We had everything we need to get our kitchen reno started. They sent their templater who used laser to measure our space and I showed him the under mount sink we had purchased, which he measured. When the counter was in and time to install the hole for the sink was cut incorrectly. After being informed by the installer that the counter they had would not fit the sink we had purchased I called ******* who scheduled the install to let her know and wanted to know what was going to be done. She said she would get back to me. Instead of hearing from her ***** ***** phoned and basically called me a liar by saying it was my fault the counter didn't fit because I changed the sink from the one that was here when the templater measured. We never changed our sink and the argument issued. He insisted that us changing the sink would be the only way that the error could have happened, when in actual fact all it would take would be for the fabricator to input the wrong model number for the sink or the templater to copy down the wrong model number because this is put into the machine which pulls the specs for that particular sink from the manufacture to make the proper cut. When I got home that evening the installers had removed our old sink and had shut off our hot water valve and left if like that, but the seal from the valve leaked down our wall, into our basement and left a large puddle in the basement floor. I called ***** concerning this and again that wasn't their fault and before they would even move forward with correcting the counter I had to text him to say that we wouldn't hold them responsible for any water damage that may have occurred. My husband had to cut the sheet roc and remove the insulation to dry and dry the subfloor in the kitchen so there would be no mould. East Coast would not admit fault, they tried to install a mismatched piece in which ***** made 12 phones calls within 15 minutes to my cell looking for payment before I even had a chance to see the install. I refused to provide payment until the put in the proper counter top. This extended my kitchen reno by another 5 weeks. With the proper counter in the installers did a fabulous job ( they were in disbelief when I told them what we were accused of and what we had gone through) it was management and ***** who by the way is one of the owners that made this ordeal worse than it needed to be. I have never dealt with such a company that could not admit they made a mistake, two of them actually. One was the error with the sink and the second was to accuse your customer of doing something they didn't do which he did right up until the final install was done. I would never recommend this company to anyone. Even on the final day ***** blew up my phone with calls while I was at work and sending texts insisting we needed to talk because payment had to be made and the installers had only started the final install 15 minutes before that. I did make full payment that day but not until the job was complete and we could inspect the job.

We have explained numerous times to this customer. In fact we went above and beyond by giving her two kitchens for the price of one. Our templating process is simple. The customer is required to have the sink on site, and the cabinets need to be complete. We go over this before we take a deposit on the job. In this case, the cabinets were changed after we templated, without letting us know. The sink was also changed after being templated. We explained that it would be impossible for our templater to draw a sink that was non-existent. He had all measurements and even the model number. The sink he templated had to be there at the house, he could not make the information up as it is not a sink we stock or have used in the past. We also have photographs that show that the cabinets are different than the ones that were in place when we templated. After all of this we still, with a considerable cost to us, replaced her tops with no extra charges. At no point did the customer even offer an apology for changing cabinets and sink, even though she acknowledged the cabinets after we let her know we have photographs. This was a disappointing transaction, and even more disappointing that someone would write a poor review after all of this.