Maryland Countertop Solutions — Local services in Baltimore

RE: Service to repair crack in quartz countertop (I had to select one star in order to post)

I'm a repeat customer and was shown unprofessional courtesy and was disrespected of my time, my tenant's time and was completely ignored when trying to contact William (field person). I explained to William I needed to coordinate this with my tenant. I have a great tenant who took off two hours to be there due to my schedule.

Based on my current experience I will not use any of their services or provide any referrals. There is no excuse for my situation, a simple phone call would have saved Maryland Countertop Solutions a repeat customer and a number of future referrals. Please take these facts into consideration when evaluating who should get your business and respect your time.

Timeline of the situation:

Thursday AUG 11 2022 2:45pm - Called William and spoke about repairing countertop crack then followed up by sending picture of hair-line crack (cannot confirm why the crack) in quartz countertop for repair which was installed by them on JAN 25 2022. At 6pm via text I ask what would be the latest time to come out on Thursday (AUG 18 2022). His reply was he had to check the schedule & would get back to me.

Friday AUG 12 2022 2:48pm - I text William about their schedule for late Thursday (AUG 18 2022). He replied "the office is telling me can do it between 1-3 as far as arrival". Via text I responded that works.

Wednesday AUG 17 2022 10:08am - I sent text asking if we are still on for tomorrow (AUG 18). He responded via text at 2:32pm "Yes we are still on for tomorrow".

Thursday AUG 18 2022 2:32pm - William texted that they are running behind ..."will be there most likely 4-4:30". At 4:38pm I responded OK Are they still running behind? My tenant calls right after asking when are they coming .. I've taken off two hours early to make sure I was here. At 4:55pm I called William and left V/M asking when are they coming. Nothing from William. I called him again at 5:44pm and left another V/M ...nothing from William. NO ONE CALLED OR SHOWED UP. I called my tenant apologizing and that I would reimburse him for his time and will look to have a reputable company come out and fix the crack.

Friday AUG 19 2022 till time of this post - STILL no return call or text from William. Approximately 1:30 I called company asking to speak to the owner ...they said the owner will be back in Monday. I gave her my name & number. She said the owner will...

Ultimately the product I got from this company was good but the communication needs work. The guy who came out made it sounds like our estimate included the counter coming up a few inches on the wall like our old counter. That turned out not to be the case so now we have a gap an unfinished gap around the wall. We are getting tiling done so it will be fine but if we weren't that would be a nightmare. I was told we could keep our own sink. Then when they got here they had a sink and said it was included. Which is fine however it is deeper than what our existing plumbing is so now we are having issues reconnecting the plumbing. The appointment was scheduled for 10am they did not reach out by 10 I called and they said it was scheduled for 2pm and then they didn't get here until 4pm. In general the price is good the worl and the product is good but the communication is poor and could ultimately mess up your project...

The showroom staff was great! Mary was super informative and helpful, and communication was great. She helped us pick the perfect countertops. Second, the gentleman who came out to get the exact measurements was on time and knowledgable. Lastly, the crew that just came to install our countertops were also fantastic! Very nice and very hard working. The countertops fit perfectly and look amazing. They cleaned up after themselves and made sure to confirm everything. We believe we got the best deal around and we’ve definitely started referring...