Colonial Marble & Granite

STAY AWAY!! I so wish I’d have read reviews BEFORE working with CM&G for our new counter tops. My complaint is nothing new. We chose a beautiful Quartzite stone, Level 8 product (expensive). They were installed in September 2021 and covered by our kitchen crew because they were still working on the kitchen remodel. When uncovered, we noticed many sets of rainbow shaped scratches throughout all of the pieces. They had been made during fabrication with a sharp edge on a polishing machine. Today it’s almost May of 2022 and I am still dealing with CM&G to get things fixed/replaced. 7 months and counting. I have spent countless hours waiting on the 3 to 4 hour windows for many technician appointments. Some wasted hours were no-show appointments. All of the techs complained that CM&G don’t know what the are doing, they don’t schedule enough time for jobs, etc. Their employees DO NOT return calls or e-mails. I had my kitchen destroyed after one appointment with the mess that was made that took 6 hours of cleaning from floor to ceiling. All of our brand new cabinetry and appliances were covered in paste and dripping water and stone dust. It broke our 12,000 range from going down in the cooling fan, which stopping it from kicking on during operation. Wendy McKay is the worst. Seriously, if you have to deal with her for a service issue, consider yourself doomed. No one there has a clue what to do with the countertops we still have in our home (un-attached because they need to be removed again). They took our island back to the shop and ruined it further. Bill Pritz, the Director of Operations that was here took another position and left us hanging. Amy Crain, Wendy’s boss, quit and now we are left hanging. Now they are trying to put the warranty company on the hook (fraud) and want them to pay for their mistakes during the original fabrication process. We were lied to by Cheyenne in sales because we were never told that water rings and water would be an issue if not cleaned up right away. Water, the most used liquid in a kitchen? We were only advised of the etching that is caused from acidic things. It has been a huge mess. Today I finally gave up and filed Complaints with the Attorney General and Better Business Bureau to hopefully get some resolution to the 7 month process so that I can move on with my life. I can’t believe we are in this situation. This is to be an exciting time and has been the worst experience of any remodel we’ve ever done in any of our homes. Please heed my warning and go elsewhere, even if you have to pay a little more. It’s worth your happiness and all of the time that will be consumed if you have an issue with them. Trust me. I have all of the documentation and pictures to prove every word.

Did a major kitchen re-design with Home Depot who directed us to Colonial for the granite countertops. After paying for them, while waiting for installation I read the on line reviews, which were concerning. But the job went absolutely perfectly - showed up to template promptly, returned two weeks later as scheduled to install. Slabs were well prepared and cut perfectly - within 1 mm all around. Installed with great care and attention - absolutely level, very thin/inconspicuous seams, sink mounted perfectly. Our experience literally could not have been better.

As a 3-time customer of Colonial Marble and Granite, I’m sad to say that the most recent experience was one of the worst customer service experiences of my life. We scheduled our template and install, and the template happened on schedule with no problems. I then didn’t hear anything for several days so I called the day before the scheduled install day to get a time window. That’s when I learned that the install wouldn’t be happening for another five days. We were in the middle of a kitchen renovation and had other trades lined up to work immediately after what should have been the install day, so the error on the part of colonial completed screwed up our project. To make a mistake is one thing but the complete lack of accountability and empathy is what really hurt and infuriated me as a returning customer. I asked so many times times to speak to a manager and still haven’t heard from one. Why? I was never belligerent or rude. Perhaps Colonial has just gotten to be too big to care about its customers. Our countertops were finally installed by a great install team and they are beautiful, but the way we were treated by customer service and sales has turned us from raving fans to the opposite. I think this is the only negative review I’ve ever written. That should tell you the level of arrogance and lack of accountability that we encountered.

I agree - stay away! While my sales person was easy to deal with, and the tile installer was good, the rest was awful. First, pick the stone you want, but take what they give you, I've never been to a place where you did not go and layout the template for your space, so no guarantee you are getting the stone you picked. I was doing 2 baths at once. One bathroom came in the wrong stone, which was corrected after I refused the stone. Then, the installer improperly removed a dimmer switch in one of our baths, nearly electrocuting himself in the process, blowing out breakers in the area and necessitated bringing in an electrician to repair the damages. I submitted the bill for Colonial to reimburse this damage, and they refused to pay. Poor business practice, and poor communication once they have your money. As a follow up from this review, I was contacted from Colonial's customer resolution manager, and he was able to rectify the situation.

Please stay away from Colonial Marble. They have treated us very poorly, and have become increasingly difficult and unprofessional with us in our painful four month journey. We had a very good initial experience with them for a quote on a kitchen countertop and vanity top, with great discounts. We deposited nearly 50% upfront in July 2022. When we went back in November to select our stone, we adjusted to a different stone in the same level (price range). We made multiple visits to the store (a 1.5 hour round trip) only to be met with unprepared staff, stones not available for viewing, and requests to return at a later date. There seemed to be a significant distegard for our time. When we started pushing for final installed estimates, the prices all of a sudden jumped and DOUBLED from the original estimate. Frustratingly, when we called under another name later for the same upgraded stone and ask for a price, the price they quote is ~25% lower than they are charging us. We have simply asked for them to honor their original quote. In the past week, the staff at Colonial have become increasingly unprofessional. They have put us on indefinite phone holds, said they would call back and then don’t, and so on. A very disappointing experience. We are now filing a claim to get our deposit back, and moving on. I don’t wish this experience on anyone.