Hard Rock Stone and Tile

Worst experience/customer service we have ever received. Don’t let their pretty stone fool you. We have had nothing but a downhill experience since picking out our granite. I know this is a lengthy review, but I really encourage potential customers to read on. •They told us that only half of the total amount is due to get started with the project and that the other half is due upon completion of the job. Once the banking information was put in, they withdrew the whole amount. •Once the money was taken, we didn’t hear anything for two weeks. WE were the ones that called THEM to see when someone was going to come out to take final measurements. Honestly not sure they would have ever reached out to us. •Install date was longer than quoted (which we were completely understanding about because of the demand in work these days) •When the installers came out, the measurements were completely off - causing us to have to remove the trim around three door frames, our stove doesn’t fit back into the section it goes in, and our coffee bar piece is way off so the installers just left it and didn’t even worry about setting it in or bringing out a properly cut piece. •The BIGGEST problem on install day though - the installers dropped and shattered the biggest and last piece of stone on to our brand new (installed 3 days prior) flooring causing it to have a huge scuff/dent in it and buckling around that area. The installers were apologetic, but we NEVER heard from our sales rep or the store manager - we had to message them later that evening. •Two days later the installers showed up (unannounced) to bring a new replacement piece for the one they shattered. Once they set it in place and sealed it, they asked us not to touch it for 24 hours. When installing the sink faucet the next day, we noticed a crack in that piece and an epoxy drip underneath the stone where they tried to fix it. They literally installed a piece that they knew had a crack in it. •After this, we sent a lengthy email to John Lipsey (vice president/COO) explaining everything we’ve gone through and wanting some kind of resolution. After not hearing from him for a few days, we called the office and they told us that he was on the other line and that they would leave a message for him to call us back. We received no call back, so we sent yet another email. He responded to this email, basically saying he was getting all of his ducks in a row before reaching out to us. He eventually stated that he just needed to come out to look at everything and “wrap his brain around what’s going on.” Installers came out on July 8th. We have it in writing that John was supposed to come out on July 16th - he was a no show. After no call or email since before the 16th, we sent him one last email on July 23rd. As of today, August 6th, we have yet to hear from anyone at Hard Rock Stone and Tile, much less gotten anyone to come out and fix the issues or FINISH the install job.

I have nothing but great things to say about this company! Matt was extremely professional in walking me through the process of choosing my granite. He took his time and I never felt rushed at all. The installation was flawless and I would absolutely recommend this company to anyone looking for quality work and outstanding customer service.

I first learned of Hard Rock Stone and Tile on Houzz and liked what I saw. I went to look at granite at a wholesale site and asked that they send a contact sheet to Hard Rock. Matt Hudson, a salesman at Hard Rock, was prompt to address my request for an estimate to remodel our kitchen and two bathroom counters. He assisted us in locating the exact granite we were looking for. We were happy with the estimate he prepared for us and made our decision to go with Hard Rock based on our experience with Matt and recommendations from others. He kept us informed of our project from start to finish. We were pleased with everyone who had a part in the process of selection, measuring, fabricating and installing the granite. The owner even came by after the installation to see how everything turned out.

Did a lovely job remodeling my Master Bathroom. They helped me select a granite counter top to match the tile I had selected, within my budget. They installed the tile and counter top and everything was done in a timely manner. It looks GREAT!!!!!! Will definitely go them when we remodel the kitchen and guest bath.