I have been engaging with Distinctive Surfaces since February 2023. On March 8, templating of the approx. $20,000 job was complete. I was promised a fabrication window of 3-4 weeks. It's now been nearly TWO MONTHS since the templating has been completed and fabrication still has not commenced. They have been holding ~$9,000 as a deposit since the beginning of March. I am calling and emailing nearly daily to no avail. I was told the owner, Christian, would call me back days ago. Still silence. During this time, I've had to delay other trades on the job more than once, incurring additional fees. I'm about to lose one of the trades for another job due to their unprofessionalism. I am a real estate investor and have worked on many jobs and have never experienced negligence such as this.

2023年4月26日

HouzzUser-694946821

AVOID DISTINCTIVE SURFACES - If you buy quartz from Distinctive Surfaces and it has a LARGE FLAW, they will NOT avoid that when they are cutting AND if they do NOT cut that quartz according to the layout, they will deny it and will ignore your calls and emails. Furthermore, if you return items, they will NOT put that money back on your credit card. They still owe us money after 2 months. Unfortunately, we made the mistake of using them and I wouldn't wish this experience on anyone. They made NO attempt to avoid a 42" flaw and the response we got from them was basically too bad. They make you sign a LONG contract stating you accept the quartz "as is" however, this is pure NEGLIGENCE, and their contract doesn't protect them in this case. This flaw WAS avoidable. A small flaw I understand but not this. In my case the flaw could have easily been avoided if it had been cut 1.5 inches different. They also did not cut the quartz according to the layout I signed off on, and now they won't fix the mistake. The veining on the upper right of the quartz should have been present to the right of the sink but it was cut off. They have ignored my emails to try to work this out, so I am having to write this review. It is clear the owner of Distinctive Surfaces, Christian Noesner, DOESN'T CARE ABOUT CUSTOMER SATISFACTION and won't make things right if they make a mistake. Please don't support business, they don't deserve your money! This is just one of multiple issues that we brought to their attention, and they were unwilling to do ANYTHING about ANY of them. They don't take any personal responsibility for errors their employee's make and do not attempt to satisfy their customers. This speaks volumes about the integrity of Christian Noesner and his leadership. If you read the other negative reviews there is a COMMON THEME that his company, Distinctive Surfaces, doesn't try to resolve anything for anyone.

2022年2月23日

Distinctive Surfacesからのコメント：

Hi Lisa. We hate to hear that you and Jeff are not happy with your experience with us and would like to address your concerns. The piece that you referenced was a remnant, which is leftover material from another job. All remnants are sold as-is. There may be damage or discoloration; we don’t hide that and put that disclaimer in multiple places within our paperwork & verbally state it. That is part of why they are sold at a discounted rate. Remnants are the “scratch and dent section” of stone. The reason for listing it in paperwork is to be as transparent as possible, and to set expectations.
This is why we have people come and look at the remnants so that they can tell us how they want their job cut, as what is desirable is subjective. On all of the remnants that we install, you or your husband physically came into the showroom and, while looking at the pieces, dictated how you wanted them cut. We cut based on what you requested. We are not sure if they will attach to the review, but we included pictures showing the remnant with the requested diagram from the layout form that you signed, as well as pictures of the installed vanity. They are overlaid with the areas where it was cut clearly showing we followed your direction. There are also other pictures of the install, illustrating what a beautiful job we did on your install.
We do apologize it took some time to return your email from Jan 12 with full answers on Jan 26, though we had communicated with you during that time period to let you know that we were trying to gather information so we could get back to you with complete answers. We are unclear where the 3-week time period came from or saying that we ignored your calls. While this is not an excuse, this was in the midst of several people in our very small office and half of our crews, being out with Covid, not to mention that your original sales rep had just left to go on maternity leave, stretching us all very thin. We regret that we were not able to get back to you more quickly, but we were extremely limited on staff at that time, which we also communicated.
Once we received this notification that you had given this review, we had our staff to go through their emails and realized that we had missed that you had responded a little less than 3 weeks ago, on Feb 8. That is totally on us, and we sincerely apologize for the lack of response. Up until we realized that, we had been under the impression that we were waiting on you to let us know when you were ready for us. Truly, we are sorry we dropped that ball; it was not intentional to ignore you.
At the time of your last email on Feb 8, when you responded to our Jan 24 email, you said you were still not living in the home, so that does seem a little misleading to imply that your daughter has not been able to use her sink for 2 months. You also mentioned that you were going to check the sink to see if there was an issue with the silicone, as it seems it was not confirmed to be an issue. As we mentioned to you on Jan 26, we are happy to come out and run more silicone if the sink is leaking.
Regarding the $64 for the brackets that you returned, we have since issued you a refund. We had already agreed to that in the email to you on Jan 13, when we discussed crediting the money toward the new total if you moved forward with the shower pieces, or refunding it if you did not choose to move forward. This review is the first time we have heard that you were not going to need the shower pieces, and that you chose to get them from elsewhere.
At the end of the day, the goal is always for our clients to be happy, even if it is means going to another vendor. We are sincerely sorry to hear that you don’t feel good about your experience with us, and we will reach out to you directly regarding the email you sent us and will issue the refund now that we know you want. We hope you have a blessed day.

Janice Coras McHugh

I looked at several companies that provided countertops prior to deciding on Distinctive. The moment I entered their showroom, I knew they were the company I wanted to work with. The receptionist was friendly and welcoming and the showroom was well done with nice displays to give a sense of the possibilities - and then I met Blaire DeLappe. Blair was friendly,professional and genuinely interested in how she could help make this experience a pleasure. She asked great questions and explored several design options. It was clear from the beginning that she understood her business and how to meet customer needs. We were able to view many surface options as Distinctive has over a hundred granite slabs inside and out, as well as many many samples of quartz and wood tops - really anything you could want for a surface. I knew the process for my project was going to be lengthy due to unrelated external factors, and I needed someone who would work with that situation without losing focus. Blair worked with me for 8 months prior to the actual install, and never got impatient or frustrated - her professionalism and customer service excellence is second to none. Mine was a large project - 2 large kitchens, 2 laundry rooms, 7 bathroom vanities, master shower seat, pantry, wet bar and buffet - a lot of pieces to assure correct measurements! Distinctive has a dedicated person, Bill, to assure the measurements are exactly right. He comes on-site and uses a laser that transposes the measurements onto a computer screen which takes in the exact dimensions of your cabinets and walls - so it eliminates human measurement error. Bill got it perfect! But the good news didn't stop there. The fabrication and installation was the next critical step. Much of the fabrication is done at the site so the fabricators have control over the process and there is less likelihood of communication faux pas. With minor exceptions, this step went smoothly. On to the next step - installation. The installers were a great group of guys, who worked well together, were efficient and very flexible. With a job this size (in-fact, any construction job) there is always something that comes up. My job was no exception - far from it. For example, a sink(from a different vendor) was the wrong size, but the counter had already been ordered and delivered based on the size the sink was supposed to be. We had to try to make it work - which with the Distinctive team's patience and help- we did! There were a couple of other hiccups, but Blair was always on top of it, and when needed, Christian, the owner, was available to assure everything was done correctly and to my satisfaction - which it is. I'm happy to say I have gorgeous quartz and granite tops that will look and function beautifully for many many years. I wholeheartedly recommend Distinctive Surfaces!

2018年5月29日

Phase One Design

We have been working with Distinctive Surfaces for several years. Our firm has worked with several stone suppliers and installers in the area and Distinctive Surfaces is the company we recommend to our clients. Their showroom is impressive, their sales staff extremely knowledgable and their installers are detailed, courtesy and professional. I only listed one project below but have attached pictures of several jobs Distinctive Surfaces has completed for us over the years.

2018年1月16日最終更新日：2018年3月5日

Distinctive Surfacesからのコメント：

Pam,

Thank you for your review and praise for our work! We love working with you too! You make it easy on us with your fantastic taste and attention to details. Your clients are lucky to have you in their corner!

melissa_miles41

Do not use this company! They do not stand by their work or take responsibility for their own mistakes. We built a new home and were recommended by our builder to use this company. We picked our solid surfaces out and paid them in full. Everything was down hill from there. First, they put the wrong granite in the wrong bathrooms. The placement of the granite was in writing. They offered no apology or resolution. Second, the installation of the granite was horrible. The seams in both the flat surfaces and back splashes were not even and the bonding agent was applied very sloppy. After we addressed this with our builder they did come back out and work on it. The seams were improved but not comparable to any other house that we have owned(they did not do the granite in our other homes). We sent the owner/manager of the company an email to address our problems. We did not ask for anything free just to get what we paid for and to have a quality job. The owner never responded!!! Lastly, after the installation we noticed that the ends(approximately 8 inches)of all of our back splashes in our kitchen are discolored. This is where they apparently wiped something on the ends while they were installing. It Looks like possibly silicone or sealer. We addressed this with our builder at closing and also put it on our 30 day list. Distinctive surfaces called my husband yesterday and told him that this discoloration was due to something that we must have put on the surface and that they were not responsible. After a brief discussion they agreed to contact me and make an arrangement to come look at the issue in our kitchen. After they did not call today or show up to look at the issue I contacted them. They stated that there was miscommunication and that they would not be coming out to even look at the issue. Before you use this company please understand that we have not asked this company to do anything for free. We just want what we paid for. We are responsible adults. If we had stained or damaged the backsplashes in our kitchen we would admit to it and take responsibility. We are not internet bullies that write bad things about companies to get free services or discounts. In retrospect we should have done more research. Don't make the same mistake we made. Things don't always go right in business. The true mark of a business is how they respond when things go wrong. This owner hides behind their employees who don't speak very highly of him.

2016年10月28日

Distinctive Surfacesからのコメント：

Melissa, I am sorry that you are clearly frustrated with my company. We love doing work for your builder and have worked with him for many years. The vast majority of 100’s of customers we have worked with through him, as well as the 1,000’s of our direct customers are extremely happy, so it bothers me that you have some concerns. We think your entire home is gorgeous and were honored to be a part of the project.
Let me start by taking responsibility, as I did when we spoke. Yes, in May of this year, we installed the wrong material in 2 bathrooms (swapping the 2). Once that mistake was discovered soon after, but while the house was under construction still, we immediately offered to correct the issue, but you let our sales associate know that you thought the colors we installed looked better than what you picked out. When we again discussed this with you just last week, we offered again to replace the vanities, and you said that you weren’t worried about it, and said the same thing about it looking good and also said that you did not want to live in any more construction zones. We understand wanting to be done with construction. If we have in any way not been clear in the past several conversations on this, please know, as we stated back just after the May installation and again in our discussion: our original offer stands, and we are more than willing to replace the colors installed in error at no charge to you.
Regarding the seams, there was extra glue left on a seam and backsplash, and one of the splashes had been pushed (obviously after the install was complete based on how the epoxy separated—and likely by another trade doing work in the house). We came out twice (once in June and again in July) and corrected the areas in question. If they were not fixed to your satisfaction, I wish you would have told us at that time. We pride ourselves on our quality, but we are humans, and there are occasionally mistakes. Like we did on your home, we try to fix them as quickly as possible once they are brought to our attention.
Once I saw your review stating that you emailed me and I didn’t respond, I combed through my email searching for all 3 email addresses our sales associate had on file for you, and I have nothing in my email from you. I wonder if possibly your email was sent to the wrong email address? As I am with this, we take concerns from our customers seriously, and had I received it, I would have responded. I am sorry if any action on my part made you feel like I was not being responsive.
Regarding your concern on the end of the kitchen granite, the first time we heard about this issue was 5 months after installation. What we said to your husband was that it was not like that when we installed, and the problem can be that when other trades come in and inadvertently use their products on our stone or cleaning crews come in and use incorrect cleaners on stone, it can cause problems that we can’t always correct. Neither sealer nor silicone would cause the darkening in only one area that the picture shows. Sealer is a fantastic invention, but it can’t always protect stone from chemicals misused on stone. If the way we phrased the conversation came across that we were blaming you, that was not what was intended at all.
Addressing your issue regarding the appointment: although the builder set up the appointment for us to come out on Friday, the 28th, we emailed with them, spoke to your husband, and left a message for you (at your husband’s request) letting you know we would not be able to come out on Friday, but that we wanted to set up another time to address your concerns and see if it is possible to correct the area in question. As you are aware, we did that this past Friday, and your husband signed off that the work was completed satisfactorily.
I truly hate that you had negative feelings about this, and I hope that the work we did to correct your concerns helps your feelings about the project, and if you still have concerns, I ask you to contact us again. I would be happy to discuss this with you again in a more direct manner at any time. Have a blessed day!

mixxitupdesigns

This was a completely professional experience from salesperson to installers. We couldn't be happier with the results. LOVE both baths. Price was great, as well. We would absolutely recommend them, and have, actually.

2016年3月3日

darlenehumphries

Stacey was great to work with on our Guest Bath remodel. I only needed a remnant bit she took her timed, listened to me and helped me find the perfect product for the look I was trying to achieve. The slate vanity totally makes the room. We will be using them for 2 larger projects in the near future. I highly recommend this company.

2016年2月28日

User

Distinctive is by far, the best granite and counter top supplier in Columbia SC. The entire staff at Distinctive is top notch, providing my customers with a very personal approach and attention to detail, listening to every concern as my customers decide on the right product for their homes. And most importantly, Distinctive delivers an on time and professional install. I recommend them highly for all price-point homes as, no one can deliver what Distinctive provides in cost, professionalism and selection. I look forward to working with Christian and his staff on many more projects to come. Marty White Marty White Design Group Designers/Builders/Interior Designers

2015年9月16日最終更新日：2023年12月18日

Executive Construction Homes

This company does a wonderful job for our clients! We use them on all of our homes. Their ability to assist and design with detail and service is impeccable. We have updated our review to show this companies work in our winning Parade of Homes for the Columbia Homebuilders Association in December 2014. Their award winning designs in our kitchen and beautiful work on the island made it a beautiful showcase home!

2014年10月22日最終更新日：2015年1月29日

Gallup Design Build

We use Distinctive Surfaces exclusively on all of our custom homes and remodeling projects. They work hard to provide excellent service at a great value. We have tried other granite companies in the past and they do not compare to Distinctive Surfaces when it comes to customer service and professionalism. I would recommend them for all of your countertop needs.

2014年8月5日

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