RocktopsRipoff.com

ROCK TOPS

currently has an

UNSATISFACTORY SERVICE RATING

With the BETTER BUSINESS BUREAU

Rock Tops

Customer Service Complaint

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 owners 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.

Customer Service Complaint # 2

Rocktops promised us install in 6 weeks. We paid over $2,500 up front at the beginning of February. They made a template 5 weeks later. We paid them another $2,500 at that time. We were told Rocktops would call us in 10 days for an install. Never heard from them so we visited store in April. They made an appointment for install in 4 more weeks. 2 days before install they called us and told us there was a problem with the template. They came out to make the 2nd template. We filed a complaint with the BBB. Still no call from them. We called them several times and emailed the home office in Michigan no one ever returned our calls. Finally installed over 3 months after we signed the contract. Oh, they showed up 6 hours late to install. Never, never, never use this company!!

Customer Service Complaint # 3

Rock Tops has been a true nightmare for this customer. 7 Months has passed.

NO COMPLETE INSTALL AS OF YET!

With sneaky contract language, contract disputes, snotty salesman, no return phone calls, emails etc. Broken water mains, broken slabs, discontinued products, wrong measurements the list of excuses go on and on and on with this company. They don't back their service or productat all.

ROCK TOPS IS PAID IN FULL and I have no counter tops 7 months & counting.

Save your time and money and shop with a reputable company that doesn't insist all the money up front and will give you an honest job.