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Business Profile

Countertop Fabrication

Keystone Solid Surfaces

Reviews

Customer Review Ratings

3/5 stars

Average of 2 Customer Reviews

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Review Details

  • Review fromChet M

    Date: 09/22/2023

    5 stars
    Worked with Keystone through Home Depot on my kitchen countertops. Andrew was my project manager and was so helpful - the tops are beautiful. Thank you Keystone.
  • Review fromKelli Y

    Date: 09/21/2023

    1 star

    Kelli Y

    Date: 09/21/2023

    Got the run around from the beginning....I get everyone is short handed but this business is the worst I have ever dealt with when it comes to customer service. The secretary or office manager lady can't make a phone call and will only text, but yet when I text back I wouldn't get a response most of the time. They messed up on one of our countertops so took it back and then reinstalled it the next week and it doesn't even fit on the cabinets correct this time. I contacted them right away and was told that she would let the manager know. Here we are 3 weeks later and still nothing....no response to texts and when you call them either there is no answer or they pick up and then hang up on you. The countertops that are correct are great but the office staff sucks. It is ridiculous that they don't stand behind their error and communicate back with customers.

    Keystone Solid Surfaces

    Date: 09/22/2023

    First and foremost we apologize for the issues on this job. It is construction and we have had some mis steps in regards to the fabrication of one of your countertops. We made a mistake initially and tried to fix and the next trip made another error. No hiding behind that. We own it. As far as the lack of communication and only getting text messages we also own that. That person you are mentioning above is no longer with our team due to issues with her communication and treatment of our customers. We have added some new team members to be sure that we are answering phone calls and having quick and direct communication with customers.

    I am showing in our system now that we have had conversations with you with our new team member and the remake on your top is scheduled. Again we apologize for the issues on your job and thank you for pointing out, so we could address. We hope with the changes made to be better for our customers.

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