Business ProfileforSoul Stone by GMI

My fiancé and I are absolutely DISGUSTED with the service and complete disrespect we’ve received over the past 2+ months working with Soul Stones ****** ***** and *****. Installation 1 I was sent an email of completion before the job was complete and when I asked the installation team they said they were almost finished and I was told I could sign it now to “speed the process along” (***** later used this signed document as a customer satisfaction sheet and held it against us in hopes we wouldn’t further pursue action against his business). There were obvious imperfections such as very noticeable seams, unlevel pieces and dried silicone left on some cupboards and throughout our sink. We received “Beval, 1/4 Round” edges when we specifically asked for “Straight Edge”. An alternative option given by ***** was to save him both time and money by coming to our home and rounding the rest of our countertop edges. Additional to that, in our contract it was stated that the area and all surfaces would be sanitized and cleaned before their installation crew left which was not completed (ie: the silicone on the cabinets, sink and floor). The crew quoted us a 2-3 hour window for installation, were at our house shy of only 90 minutes and spent some of this time outside in their vechiles eating. The crew members also used our bathroom while here, which respectfully you would think is also against covid protocols? I immediately sent an email to Soul Stone, following up with a call. I spoke with ***** ***** and addressed our island piece that we had received with rounded edges; ***** interrupted and spoke over me the entirety of the call- he had an answer for everything. I addressed our (under-mount apron front) sink and the very visible seams - THREE individual unlevel pieces of stone, ***** ***** told me that I needed to use my “common sense” as there was no way the stone could have came in one piece. I since have found out to be untrue (photo below showing the same sink and stone showcased on THEIR Instagram) We received an emailed statement of replacement at no cost to us. After numerous attempts to get in contract with ***** and *****, my fiancé and I were advised to seek legal help. ******* ***** was very condescending over the phone, stating numerous times that these were “blank threats”. ***** informed us that he finally had a date for us, but stated, “I don’t know if I’ll confirm a date with you if you keep making threats”. ***** called us saying that we had lost “leverage” as our bill was only “half paid and actually LAUGHED at my fiancé over the phone. 24 hours later ***** stated he hadn’t seen our previous payment - his excuse being that our payment was sent via etranfer on a “holiday”.. which isn’t factual nor would that matter. ***** also gave us an “alternative” option of coming and “ripping out our countertops and giving us back our money”. Reinstallation Day The installation team was asked prior to removal if there would be damage to the cabinetry and we were told there would not be, as they would be only cutting the silicone fusing both the cabinet and stone together. ***** ***** shortly after showed up to oversee the reinstallation process. During the removal of the island slab, damage is done to the inside of our cabinetry (photo below). ***** states that she works in “cabinetry” and will offer us only a $250 discount because, “it’s inside of our cabinet and will never be seen anyways” It was to our understanding we were getting also a new piece of stone to create a level surface, a flush overhang and hide the visible seams on both sides of our sink. We did not. The installation team cut the preexisting stone they had previously installed “to better fit the spot” and re-siliconed the sink. Leaving still visible seams. To my surprise, ***** had called ***** and he shortly after showed up at, and sat in front of our house for the remaining duration of the installation. I strongly believe this was an intimidation tactic as the whole day had been a headache with their installation team and ***** *****. Upon completion, I was asked to give verbal confirmation the reinstallation was completed to my specifications and I was happy. ***** voice recorded my verbal confirmation, as she stated she didn’t later want to receive a phone call from us. We’ve come to find out that there is absolutely NO winning with this business. A business is only as good as their ****** and I think it’s quite evident that ***** and ***** are not to be trusted and do not care about the satisfaction of their customers once they are paid. - ***** and ***** have both made me cry - called me stupid - told us to use our common sense - spoke to us as if we were below him/her - dodged our calls for WEEKS, and - continuously fought and argued with us. Save yourself THE HEADACHE and DO NOT give this business a second thought. This has been the worst service AND “customer care” we have EVER received.

Anyone who knows us and knows of our business knows that these allegations do not hold water! Dozens of positive reviews speak to our character and our team's commitment to our customers. We honored our warranty, replaced the areas in question on the countertop, and provided a discount within three weeks. The customer continually used obscene language, harassed and intimidated our female staff. He told the owner he enjoyed speaking to her this way it made him feel better as a person and she should be worried about what is coming to her and the business. In this time of attacks on small businesses, Lockdowns, labour, and material shortages one should look at the source of these comments and question what intentions someone would have to be so threatening to young entrepreneurs working through a pandemic and completing the job within a month from start to finish with no additional costs requested of these individuals. All we asked for was time to let us correct the issues, which apparently was too much to ask for. We continue to get better and will learn from this interaction moving forward.