Rockfab Kitchen & Bath — Local services in Roanoke

While initially my wife posted a favorable review on Yelp concerning our experience with Rockfab, unfortunately, the review has been updated based on our most recent experience. Upon purchasing a countertop from Rockfab, we were requested to pay for the countertop in full prior to installation, which we did so despite our discomfort. When the bar countertop template was completed, we were sure to have the vessel bar sink on property so that the template would be completed to accommodate the sink. Yet, upon installation, the countertop was not completed properly, as the sink would not sit flush with the countertop and there was a 1" gap between the countertop and the bottom of the sink. Upon bringing this to the installer's attention, he tried to pass it off as it was. When we explained that wouldn't be acceptable, we were told that he did not have the proper tools to make a larger opening and that we would need to contact Rockfab, which we did and Rockfab agreed to make any adjustments needed. Shortly after the countertop was installed, we received a handwritten note from the owner's wife asking us to complete an review on line with the promise of a free cheeseboard. Upon doing so with Yelp, it specifically stated not to complete any review if a gift was promised in lieu of a review. In good faith, we completed the review anyway, but we never did receive the cheeseboard. At the same time, we attempted to remedy the situation ourselves by returning the original sink and purchasing another one that was designed to sit on the countertop. Since then, our plumber spent several weeks searching for a drain that would work with the sink and, upon doing so, he requested that Rockfab adjust the size of the drain hole. When I contacted Rockfab to arrange for such, we thought we were on the homestretch only to be told by the owner, Jimmy Benton, that we needed to pay his labor of $500 to make a larger opening. When we objected to any expense on our part, he said he would lower the cost if he did the work when his men were in the area. Again, we objected and explained that the problem was caused entirely by Rockfab. Instead of acknowledging that it was Rockfab that caused the problem and do what was necessary to fix the situation as any good business owner would do, Mr. Benton hung up the phone. Consequently, we sent him a text to inform him that we would be updating our review online. In response, we received a barrage of text messages from Mr. Benton informing us that he would sue us for defamation, that he would "trash" my wife online, and that he knows "a hell of a lot more people on SML than" than she did. In an effort to remedy the situation myself, I asked my wife to hold up on the review she was amidst typing and reached out to Mr. Benton myself. During our conversation, I was continuously interrupted, as Mr. Benton spoke over me in an effort to get the upper hand. At one point, I was told, "I am too busy for this" and Mr. Benton hung up the phone. This entire experience has been completely unreasonable and unprofessional and we will never do business with...

Two stars because they do have some pretty slabs. I had countertops and sink installed at my father's home last October. The slab was cracked during install, but this was never mentioned to my father who is elderly and didn't notice the crack while the technician was present. When I saw the crack that had been covered with clear silicon, I contacted the company and they did send someone to attempt a better repair. The crack is still visible, but much better than slapping some silicone on it. Following stage one of the the install I received an angry phone call that my father had not paid a supplemental bill for plumbing. We had already paid $750 for plumbing and no one could explain exactly what the extra bill was for, only that they would send a credit agency after my father if it wasn't paid. I paid the bill and asked for a copy of the one email attempt they had made to bill my father. They had misspelled his last name in the email address and he therefore had no idea the bill existed. The second stage of the install was the backsplash and the installer was scheduled to arrive between 9 and noon on Halloween. My father waited the entire day for the installer who showed up after 5pm. He proceeded to cut the backsplash in the driveway with very little light resulting in a cut that was too short. He worked until about 8 that evening disturbing trick-or-treaters and neighbors alike. The driveway was left with a terrible mess for my father to clean to following day. When I contacted the owner about the issues she went into attack mode. I offered to send pictures of the piece that was cut too short and she agreed that the cut was incorrect. She suggested that we meet in person at my father's house to discuss the issue. I said that I was willing to meet her. She asked if we could postpone our meeting for a week due to personal reasons. That was not a problem for me and I agreed to wait for her to text me a convenient time to meet. That was the last I heard from RockFab. I fully anticipate a response saying that this is all the customer's fault. This appears to be the case with any...

I’m very upset with how Rockfab, specifically the owners, treated me as a loyal customer. This year alone I spent about $18,000 with them and referred another $5,000 project from a joint remodeling client, which I heard from this client that Rockfab messed up the seam on the tile and messed up that job as well.

After my countertop install was complete a month went by and then they finally emailed me an invoice for the final 25%. I was busy doing other things so a week went by before I had time to get in front of my computer and pay the invoice. I paid the invoice and then an hour later a big guy in a big truck pulls up to my office building explaining that he is there to make sure Rockfab collects payment. He explained that he is the owner (I had met his wife on several occasions and was looking forward to building our referral and business relationship together).

After explaining that I had already paid the invoice he began to interrogate me and was confused that I could pay it online. He was asking who I spoke to on the phone when I paid the invoice.

I explained that I didn’t appreciate him coming on my property only a week after they had sent me an invoice and then he proceeded to start yelling at me and justifying why this is their collections strategy. I asked him to leave my property. He said he was sorry that “I got my feelings hurt.”

I explained that I didn’t get my feelings hurt. I just didn’t think it’s a good way to do business to show up with bullying and intimidation tactics, especially for a loyal client.

They are more expensive than their competitors anyways. I thought I was paying for quality, but instead I got interrogated by the owners. I recommend using someone else for countertops and everything.

I reached out to the other owner and she simply gave a “thumbs up” emoji when I said I didn’t want to be treated this way as a loyal customer. I gave them a week to rectify the situation and never heard anything back.

Too bad for them because I am just getting started on doing a lot more projects and plan on doing 30-50k in countertops...