IGS Countertops — Attraction in Sarasota

We were referred to International Granite and Stone through COSTCO for Cambria countertops. A rather high-pressure salesman came to the house and after his presentation, really wouldn’t take no for an answer to allow us to consider his offer overnight. He kept shaving off dollars from the price and deleting services to lower the price, do your own plumbing? $800 off, touch up the walls and repaint? $150 off....and if we paid in full, TODAY, we could get another $200 off. Hard sell.

The timeline for install went as planned. I was told for 4 countertops; 4 hrs. Because of lack of planning, lack of proper tool / equipment and training and improper measurements, there were at least 4 occasions where this job would not have been completed without my intervention. And it took 10 hours. Then the problems started.

Shutoff valves under 2 sinks failed requiring the house water to be shut off. If I didn’t replace them, we’d have no water. The non-English speaking installers were not able. I did.

The installers came to me in their “English” that our vanities were mismeasured and the sinks wouldn’t fit unless they cut the vanities inside. Sure. Later they came back and asked to borrow some of my tools because theirs weren’t working. Sure

Again, a problem. A slab of granite wouldn’t fit because and outlet and switch on one wall was blocking its placement. I cut the power and removed the outlet and switch. Poor planning.

Again… Can you help us and hold the granite while we place it? We don’t want it to break? Seriously? Sure.

So, 4 times., 4 times. The installers ultimately did a good job, but at what price?

Then things get ugly

The water in the house is off. Around 420pm I wander around to check on progress and opened the bathroom door. One of the installers is clearly finishing pooping… I close the door and shout out apologies! This isn’t good, the water is off! I go turn on the water to the house, knowing that the shutoff valves have been changes by me and there were no reports of other issues, not that the installers could speak English!

I went back to check on things 15 or so minutes later. There was a river of water running through our bathroom and bedroom over hardwood floors!!! I turned off the water at the main again and called for help. It turned out that they broke a pipe behind one of the vanities they were working on when the removed the old sink. We called the company to send help but nothing. I finally convinced the production supervisor to come and survey the damage. I got pushback that it was after hours and no plumber was available. He got a plumber to come at 630pm. He didn't lift a finger to help his guys.

They brought wrong parts and had to come back the next day. the next afternoon when they agreed to send a water remediation company to fix things. I left work to meet this guy and he recommended blowers and dehumidifiers for all the water in the walls and flooring. He finally left in disgust when the company could not authorize the work. I spoke with Mike, the VP who said he could not authorize the work and that he couldn’t get past the fact that I turned on the water without telling his guys. This company wants to take no responsibility for this. I turned on the water, yes. They broke the pipe. I didn’t.

In thinking about it later, the installers were working grinding and cutting the quartz and granite with no eye, hearing or breathing protection. Being clearly immigrant, I suppose that they are afraid to complain. I can imagine what their lungs are like?

We contracted with the water remediation company for cleanup at my cost ($750). I heard nothing from IGS until 3 days later when I sent a detailed letter of the events to Mike the VP, warning him that if things were not resolved that reports would be sent to not only as many review sites as I could find

I initially wanted a cleanup and fix the damage. And they ignored me.

Would you do business with a company that turned their...

So we started working with company is Feb of 2023. We had our our Cambria Quartz installed in April and its beautiful, but dealing with this company has been horrible. They called us while on vacation to tell us the gentleman was coming out to measurefor the countertops. The first appointment he did not show after we had to cut our vacation short to get back in time to meet them.. So the next day he did show up but was an hour late. We had numerous conversations about the measurements with our new stove that we had just purchased and they still did not get it right. They wanted us to sign a waiver of no fault when they came out to looka the installation. NOt doing that!

We were told by Amy in sales that the old Silicone would be removed and replaced and that we had an upgraded sink. The sink was installed crooked and was not the one we ordered. Silicone was not done and they just went over the dirty silicone and did not do what they said they were going to do. Numerous phone calls with a Robert ,who sounds like he is in a call center and you can hear all these peple talikng in the background. So unprofessional!

About 2 months later I got a call from a guy name Carlos and said he had an appointment to come out and look and try to fix what what wrong. Which we did not have an appointment! Then proceeded to tell me there was a $250.00 charge for them to come out. I told him we were not paying anything since the installed the product wrong. Then he came to my house and tried to strong arm him into the $250.00. My husband said no get out of my house and he was the original installer from the git go! This went on for months . Finally a team did come out this week which is the end of july. Fixed the silicone and were to reinstall a new sink. I asked when they got here (an hour late) if they had the new sink they said yes but did not have one. They spoke very little English but did re install the same sink and fixed the Silicone. Which I had to pay a plumber to disconnect all the appliances and was not reimbursed from anyone. This was the Second time and I took half a day off of work which costs me money as well. This will be the last time I have them in my home. If it was up to me to tell you STAY AWAY!!!! . They record all the calls and video tape everything. I would assume because they get sued alot! Horrible experience...

Lucas Brown was amazing helping us with renovating our kitchen! Having to drive 90 miles for a consultation with us, he showed up on time as promised. Upon arrival Lucas introduced himself and was professional friendly and courteous. Lucas listened intently to all our concerns which he prioritized each and every one. Restyling the kitchen counters from a step up bar to a flat bar, lightening up the dark kitchen with the Quartz countertops , adding new fresh lighting, sink/faucet and working around a commercial range hood we were in process of installing. The challenge was selecting a countertop that would NOT compete with the busy multi color Magma granite already installed in 2014 in the adjacent dry bar. Lucas came with all the samples and supplies that would meet our needs and carefully helped us with a decision. He never rushed us and was very knowledgeable about his company and the products they used. During our consultation ( which was free) Lucas gave me a list of people I could immediately text/call that would give us an instantaneous review of their experience with Lucas. That really helped and they were all very honest. As he measured the kitchen we watched a video of the history and process of the Company, International Granite & Stone. Lucas answered all our questions and was genuinely concerned about our needs. After he left Lucas kept in contact with us without pressuring but making sure we didn’t have other questions or concerns that came up. Shortly after were invited to the Open House Tour Event in Oldsmar and attended to confirm their commitment of service. The employees at IG& S right at the time we opened the door , Lakyn, Jessica, Lucas and the rest of the staff were so friendly, caring and professional. Everyone was so knowledgeable and loved their positions with the company. We were so enlightened by the entire process, their quality of products and the commitment to their word that we sealed the deal that evening!!! We can hardly wait to see our dream kitchen completed. Thank you Lucas and IG&S for helping us design and make a decision amongst three estimates of qualified companies. We know you have our back because you have such pride and commitment to your service in the company. Great job Lucas, and what an asset Lucas is to International...