Marble View Inc

TL;DR poor communication and organization ; no accountability

We recently contracted Marble View for countertops and backsplash for our kitchen in July 2023 and CANNOT recommend them at all. The experience leading up to and including the installation has been terrible; the organization and scheduling of the work has been negligent with Marble View refusing to take accountability and gaslighting or ignoring my experience whenever I would try to bring up any issues.

Leading up to the installation required multiple phone calls to Marble View just to confirm dates and for me to clarify what needed to be done for the kitchen to be ready for installation. I discovered that dates were scheduled for me prior to any consultation of our availability (this is important to note as Marble View told us to find our own contracting services to deal with the removal of backsplash etc.,). Frankly, I'm unsure when those dates would have been communicated to us had I not called multiple times to smooth over communication gaps left by their team in attempts to mitigate any surprises.

Less than 30 hours out from installation, I receive a call from Marble View asking me to measure my sink. Strange as they had already came to do the actual measurements weeks prior. Following that phone call, Marble View emails me outside their office hours stating that they strongly recommended purchasing a new sink stating that reusing an existing sink would pose risks of detachment. This was never mentioned or discussed previously with me in all my conversations with Marble View despite the fact that I had been open in communicating we were keeping the existing sink and I had confirmed with the people who came to measure that we were keeping it. As they had emailed me outside their office hours, I was unable to get into contact with anyone (by phone or email).

The next morning, they returned my call and I told them I wanted to discuss my disappointment in my experience leading up to that point and how I felt blindsided by needing to make this decision so close to installation and by the additional expense. Rather than addressing my concerns and my experience I was constantly being redirected to make a decision about which sink to purchase, its design benefits, and that I needed to make a decision immediately as they are going to cut the quartz that afternoon. Mentioning how difficult it was to reach Marble View either through email or phone, I was told that they were extremely busy with their own store renovation and other projects but given how they chose the dates for my project, I'm not sure why the consequences of their poor time management had to land on us without any accountability or acceptance of responsibility from them.

After they had installed the countertops, the team left saying they were unsure when they were coming back to install the backsplash and said it wouldn't be the next day (which was what the front office had loosely communicated). As they were still taking measurements of my walls, they said it still had to be cut. After calling Marble View for the umpteenth time, they confirmed they would be returning the next day (though very late in the day). It's evident the communication across Marble View teams has many, many holes.

At this point, I'm still trying to have a conversation with Marble View about my experience who seem to be dodging calls and emails even though they promised to escalate my concerns to management/the owners and given their pattern of conduct so far, my expectations are low.