Reviews

Review Details

• Review fromRick R

  Date: 04/07/2023

  1 star

  Rick R

  Date: 04/07/2023

  I stopped in at Cowdrey in late March/22 to discuss kitchen countertops. After speaking with Eric C******, I decided to purchase their product/service, mostly because of how he described their outstanding customer service/care. Although I was told at the time that they were 8 weeks out, I was fine with that. Installation was completed on 9/08/22. Total purchase price was $3323.00 for the kitchen countertop and a stainless sink, the pricing included installation. This review is not about pricing or date of installation, I was OK with both.
  I contacted Kristi by phone at Cowdrey on about 10/26 to tell her I had concerns related to what appeared to be a crack in my granite, that had been repaired prior to my installation. Kristi said she would arrange to have Eric come by to look at it. She indicated it would be at least 2 weeks for him to make the stop, I live 5 minutes away from their office... 2 weeks. That was a strong indication to me that Kristi really did not care about my problems. 2 weeks to schedule 15 minutes out of their time.
  On 10/27 I contacted Kristi and told her I would go by the MFG to look at slabs and to show them pictures of the concern. I visited Verona about a week later and the salesperson looked at my pictures and said it appeared to be a repaired crack. I notified Kristi and she said she would get me scheduled for a visit, I thought I was already scheduled. I reached out 1 more time in late November and was again told she would check on it and call me back.
  I have not heard from Cowdrey and I really do not want them to reach out now as it would not be sincere, just an attempt to make this review/complaint go away.
  I feel I was sold a defective piece of granite, was given lip service in relation to customer service delivery and was simply blown off because Kristi and Eric both knew there was an issue with my slab before it ever left their facility for installation. They failed to show after multiple requests, the reason why is clear to me.
  

  Cowdrey Granite Fabrications, Inc.

  Date: 04/10/2023

  To whom it may concern,
  In reference to your timeline you had emailed in June that you were running behind on your remodel and that it actually worked better on your end that we were running behind as well. In reference to your countertops as I stated to you over the phone when you called there is NOT a crack in your countertop. I sent the picture of your countertop directly to the manager at Verona and he confirmed via email that it is a mineral deposit which is a natural nature of granite. You were not sold a defective slab from Verona and you were provided with a custom, professional installation. I would also like to note that you came to approve the layout on the slab selected from Verona on 8/10/22 and looked the slab over prior to cutting.
  We installed your countertops on 9/8/22 and you emailed a picture on 10/26/22 with your concerns. At that time I forwarded a picture from Verona’s website showing a similar mineral deposit vein and recommended you go look at some slabs they have to see them in person. You emailed back at that time not to have Eric come out until you had the time to go to Verona and look. You did call back weeks later and stated what you have in your review of which I said we would try to get over to look at it, but that there in not a crack in your countertop and it is the nature of the stone. We installed a job 2 weeks ago in one of our builders homes in this same color and it also has this same mineral deposit vein. It is a natural deposit in your granite and has absolutely nothing to do with our installation. We did NOT install a cracked piece of granite in your home as you have wrongfully accused us of. We take great pride in each and every job that we install and treat it as our own. We did call and leave a message today to talk with you in regards to this review and stated that we could come and remove the countertops and give you your money back so you can have another company install of your choice. There is absolutely nothing wrong with your countertops and the fact you have wrongfully accused us publicly that we knew there was something wrong with your countertop prior to installation is not true what so ever.