Customer ReviewsforDistinctive Surfaces Natural Stone Designs

DO NOT USE THIS COMPANY!!!! AVOID, AVOID, AVOID!!! This business is shitty, very bad. Poor customer service from the start, culminating in heartache. These people use pieces of remnants from two different types of slabs from other people jobs to make my countertop. This is after they told me that they would get a new slab because they had no whole slabs. You can see the clear difference in color at the seam where they should be no seam for a short countertop. One piece had a blueish hue and the other pure white. Yet, they are trying to convince me, with arguments that changes at every turn, that they cut it from the same slab. Don't believe your eyes they say. I refuse installation but the owners told the installer to leave the countertops so the installer drove away. They told me that no one will come to look at the countertops so I should take pictures and the project manager, Grace, will look at the pictures to see if there is a problem. Really!! I took the countertops back to their store. You can see one very dirty piece in their shop and one piece outside where I had to leave it. They block the doors and call the police when I try to return the obviously flawed countertop. Save yourself the troubles. I saw the signs when they took four days to give me a receipt for cash but hope that they were not as bad I saw. No, they are far worst. Moreover, they are trying to steal my money, saying they will not refund as there is nothing wrong with the countertops. They are not ethical in their business dealings. Pictures don't lie!! Who would want these obviously bad and different pieces in their face every time you are in the kitchen, prepping a meal or doing dishes.

As I stated to your wife in the earlier complaint. We do regret that this has escalated to this level. I do want to reiterate that we cut this out of a single slab. I have provided you with the cut sheets that illustrated how the piece was cut and additional documentation discussing seams. It is our discretion to put a seam in any piece of material. Our offer stands that was made to you and your family prior, we would be happy to install the material that you paid for.

Distinctive Surfaces tried to install mismatched remnants of material for my kitchen counter top. Plus there were other design issues. When we asked the installer to take it back they were instructed by Distinctive Surface to leave the uninstalled counter tops in the house. We took the counters back to the office. However, we were able to leave 3 pieces of the counter top in the office and when we tried to return the 4th piece the owners, Justin and Dustin, came out blocked the entrance, shoved my husband and called the police saying that we were trespassing on his property. How do I get my money back?

We deeply regret that this issue has escalated to this level. However, we need to add clarity to the allegations. Regarding physical contact with Mr. S**** or any member of his family. This is false and can be proven through the viewing the footage from our security camera. When the client brought their materials back, they had brought some pieces into our showroom. Which caused some damage. We asked repeatedly to stop bringing the materials in the showroom. At this time, we stood in the doorway to prevent any additional damage. Regarding the issues outlined for the countertops. The countertops were cut out of a single piece of material, that the S****'s indicated they wanted. They have in their possession all the documents that they signed that confirms the material, our terms and conditions, and their estimate. As additional verification, we sent them the material cut sheet that showed the tops were cut out of a single piece. Mr. S**** had spoken to the company Director of Operations, who attempted to explain to him the process and why the countertop had a seam in the sink. Mr. S**** was very combative at that time; he was also heard being combative with our installation team as well. Our team was instructed to leave the materials on the cabinets and leave. It is the policy of Distinctive Surfaces, once a client is putting our installers safety at risk, our team will be instructed to leave the client’s property at the job site and leave. The safety of staff is of utmost importance. We are always willing to complete the job. There was nothing incorrect with the project, so a refund will not be granted.

Distinctive Surfaces installed a damaged piece of marble on my kitchen counter. The material was clearly broken and epoxied back together. When confronted they denied this and said it was a natural fissure. I took photos of the slabs prior to fabrication that refute this. Their response was that the counter is safe and meets industry standards. Do not do business here, you will regret it.

Thanks for reaching out, Michael. We are saddened that you have not been satisfied with your installation and fabrication with us. After you reached out on October 11th, we worked diligently to get all of the facts and information regarding your project. We first reached out to notify you, after speaking with our fabrication team, that the area you referenced is a natural fissure in your stone. Fissures that look just like this one are repeated several times throughout your material. Further, your image seems a little misleading as it’s only directed at this corner as opposed to showing any other images of your kitchen material. You stated to us that your initial concern was regarding the structural integrity of this corner; we sent you an email after you responded to make you aware that this area was also structurally sound and completely safe as it is naturally occurring and is like any other corner of your countertops. We also are more than happy to extend your warranty period for the area in question if that would further ease your mind. After explaining that this is natural, not a structural issue, and was existing prior to fabrication, you then outlined several options for remediation that were ‘acceptable’ to you. In an effort to give good customer service, we accepted one of your options to cut outdoor tables made from your same material. However, we explained that we would have to make one adjustment to your request, as we did not have the option to mill down your material at this time, as that machinery is down and the scheduled date of repair is some time off. After discussing this, you proceeded to still bash our attempts to remedy your discontent and post this review. Our team has tried to help but unfortunately, we feel as though there’s nothing else that can reasonably be done. We still stand by our offers to give an extended warranty and to make your table tops. We wish you and your family the best and hope that you will accept our offers.