RocktopsRipoff.com

HACK, POOR INSTALLATION # 1

I purchased granite counter tops for two rooms in my house, my kitchen and my master bathroom from Rock Tops, Inc., 1000 100th St, SW, Suite D, Byron center, MI 49315. The parent company is in Macomb Twp., MI. The company owners are Charlie Thiede and Bob Gasiorowski. Rock Tops fabricated the bathroom countertop incorrectly and refuses to do anything about it.

The granite used in the bathroom is called Colonial Dream, which has a very definite grain pattern like you would see when looking at a piece of wood. I specifically asked our sales person when we made the purchase if the granite would be oriented with the grain running the length of the countertop. His response was 'yes.' However, after the top was installed, I immediately noticed that the grain ran from the back to the front of the countertop instead of the length of the top. This is 90 degrees opposite the back splash, which has the grain correctly running the length of that piece. The top looks ridiculous with the grain running back to front against the backsplash with it's grain running the length of the countertop. I did not see the defective top until after the installers were gone. I immediately contacted Rock Tops in Byron Center. I spoke with the sales manager. He agreed that the piece was manufactured incorrectly and said he would check out what they needed to do and get back with me. Two days later, having gotten no return call, I called again. This time I spoke to my original sales person. He too agreed that the piece was manufactured incorrectly and began looking into it to see what he could do. Several days later he called to tell me that the owners decided they were not willing to replace the piece. Their excuse was because of the earlier 'consideration' made on the kitchen countertop.

It should be noted at this point that I was given a $400 discount on the kitchen countertop when it was installed. This happened because the fabricator broke a chunk off a corner of one section of the countertop and glued it back on, apparently hoping it would go unnoticed. The installer noticed it and pointed it out to me. We contacted the store, spoke to the sales manager, and I agreed to keep the piece when they agreed to discount it $400 rather than having to order a new piece and replace it at their expense. This agreement was made solely on the kitchen countertop and had nothing to do with the bathroom countertop. I was actually doing them a favor by keeping the piece since it would have cost them more to replace it than for the 'consideration' they gave me.

I want the top replaced because it looks so wrong, to which both the Byron Center store sales manager and our sales person agreed should happen. This granite was cut incorrectly by Rock Tops' fabricator. Any reputable company would quickly fix a mistake they created. The owners, however, aren't willing to absorb the cost of their mistake. They don't care that they produced a defective product and put it in my home. Nor do they care about customer satisfaction, or the impact their unscrupulous business practices has on their reputation. Since the owners are refusing to correct their mistake, I am left with no other alternative than to make their unfair, unscrupulous business practices known to everyone who will read this report.

Rock Tops has several store locations throughout Michigan, Ohio and Indiana, but all their tops are fabricated out of their Macomb location. I would encourage everyone to make sure you thoroughly investigate the fabricator you choose when purchasing granite, marble, or quartz countertops. I would further encourage everyone to thoroughly examine each piece before you allow the installers to install it. Once it's in it's difficult to get anything done if it's not right. Also be careful what you're signing when the installers are done. You may be signing away all your rights of recourse.

Bummed
West, Michigan
U.S.A.

 HACK, POOR INSTALLATION # 2

 Our home has been two years in the planning and building. Over a year ago I went to Rock Tops in Saline, MI and met with David Gough. Our architect had specifically designed the kitchen island to be a “showpiece” of the home. It was large (5’ x 9’) but designed so that a single piece of granite would be used as the countertop. At this meeting, I told David that we needed the kitchen island to be a single piece. He assured me this would be no problem.

2 months ago we again met with David to begin to finalize our countertops and reiterated the importance of a single piece for the island. We met the measurer at the house and explained that the island had to be a single piece. They had a small screen that showed the cad drawings showing a single piece for the island that we approved.

We visited Rock Tops in Macomb Township in order to select the slab for the island. When we arrived, they did not have slabs large enough for the island in the color we had selected so we spent another 90 minutes selecting another color with larger slabs available and again, reiterated that the island had to be a single slab. Jim Theide, the owner’s brother, had the cad drawings faxed to the showroom in order to assure that the slab we were picking would be able to do the island as one piece.

The island was delivered in two pieces with a seam running right down the middle and a large chip on one of the corners of the large island piece. During the attempted installation the farm sink in our kitchen was scratched. The installers, rather than taking responsibility, covered the scratch with a piece of tape and then tried to blame someone else. We immediately called Rock Tops to let them know what was happening and instructed the installers to stop the installation until we had these issues addressed.

I have left 9 messages for the owner but have not received a call back. I received a call from someone named Scott, stating they would not rectify the problem and that they could put seams anywhere they wanted. I have been in contact with David Gough who has acknowledged several times that the island was supposed to be 1 piece but now, he too has stopped returning my calls. We are left with a kitchen full of uninstalled slabs with an island slab that is cut down the middle and has a large chip on one edge (see pictures on website--www.rocktopsishorrible.com). The company is now refusing to even return our calls.

Rock Tops requires payment in full prior to fabricating the granite and now I understand why. This company is both unreliable and unprofessional. We will be filing a complaint with the Consumer Protection Division of the Michigan State Attorney General's office and will also be pursing legal action. There are many companies that can install granite or marble countertops. Rock Tops was and is a very poor choice. We hope others will be able to use our experience and avoid this company at all cost. For additional information on our saga please see www.rocktopsishorrible.com.

HACK, POOR INSTALLATION # 3

I have been dealing with this company for over  7 months and still don't have my counter tops installed!

I have been lied to, taken advanged of and simply Ripped Off!

I have spent over $5000.00 for counter tops, the job is not complete and it has been over 7 months! They cut the Island granite 3" to small and there is no ovehang on the cabients. The counter top didn't even cover my cabients.

They cracked the counter top where the cook top was cut!

Now they say they do not have any granite left from the lot I purchased and they want me to acept another slab from another competitor in place of what I originaly purchased! The company says it is a close enough match to them!

This is absolutly the worst company I have ever dealt with in my life.

They hide behind small print in their contracts and when problems arise they simply ignor their customers.  Read the other posts here you soon find this company is not worth dealing with.

HACK, POOR INSTALLATION # 4

 I'm living a Rock Tops nightmare. I purchased my countertops at the end of December and its February 1 and no install. They came the first time and the installers pointed out that one of the "arms" on the sink cut out had been broken at the factory, repaired (glued and buffed with a rod placed on the back side). Even the installers said they wouldn't accept it. Keep in mind they make you rip out all your counters, appliances before they get there. We called the installation manager to ask what to do because they fabricate at their main location and only ship to Columbus every Wednesday. That would require we go a week without a kitchen and three kids to feed! He said go ahead and install and they will replace it the next week. As they started to install they found all three pieces weren't cut right. So off they went and I had no kitchen. With much complaining and arguing, and discussions with the owner himself, AND being accused of moving our cabinets after measurement, they finally discovered the measurer made the mistake and the fabricated and again and got new pieces to our house the next week. So we get a call hours after our scheduled installation time and the installers dropped a piece and broke it as they were loading. So here we are having to wait another week for counters again, with no kitchen and a house full of hungry kids. The customer service is horrible. They are rude. They offer no recourse. As for the technical issues - yes they reinforce the sink with rods. The sink hole is cut out at the warehouse and rodded. They seam it down the middle and won't compromise a bit on that. If you have a cook top, they cut that on site and seam it down the middle and refuse to rod it. They are adamant it is not necessary. Price - cheap. Service - horrible. But I give up, I just want them to get it in and I pray the 3rd time is a charm!

DONT BECOME A VICTIM OF THIS COMPANY!

"ROCK TOPS"

 There are plenty of long time standing reputable granite and marble companies out there to choose from. Before purchasing granite, check the companies reputation and complaints against them by simply checking the name on Google or the Better Business Bureau.

I personally have found this company "ROCK TOPS"  to have Horrible customer service and installation. I wish I had more information about this company prior to dealing with them.

NEVER PAY IN FULL TO ANY COMPANY UNTIL AFTER THE JOB IS COMPLETE AND YOU ARE SATISFIED!