• Report: #307477

Complaint Review: Rock Tops, Inc.

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  • Submitted: Fri, February 08, 2008
  • Updated: Tue, December 23, 2008

  • Reported By:West Michigan
Rock Tops, Inc.
17411 23 Mile Road Macomb Twp., Michigan U.S.A.
  • Phone: 586-263-6621
  • Web:
  • Category: Kitchens

Rock Tops, Inc., Rock Tops Granite, Rock Tops Marble & Granite Countertops & Tile Unscrupulous Granite Fabricator Won't Replace Countertop They Cut Wrong Macomb Twp. Michigan

*UPDATE EX-employee responds: Rocktops is no more

*REBUTTAL Owner of company: resolution

*REBUTTAL Owner of company: resolution

*REBUTTAL Owner of company: resolution

*REBUTTAL Owner of company: resolution

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I purchased granite counter tops for two rooms in my house, my kitchen and my master bathroom from Rock Tops, Inc., 1000 100th St, SW, Suite D, Byron center, MI 49315. The parent company is in Macomb Twp., MI. The company owners are Charlie Thiede and Bob Gasiorowski. Rock Tops fabricated the bathroom countertop incorrectly and refuses to do anything about it.

The granite used in the bathroom is called Colonial Dream, which has a very definite grain pattern like you would see when looking at a piece of wood. I specifically asked our sales person when we made the purchase if the granite would be oriented with the grain running the length of the countertop. His response was "yes." However, after the top was installed, I immediately noticed that the grain ran from the back to the front of the countertop instead of the length of the top. This is 90 degrees opposite the back splash, which has the grain correctly running the length of that piece. The top looks ridiculous with the grain running back to front against the backsplash with it's grain running the length of the countertop. I did not see the defective top until after the installers were gone. I immediately contacted Rock Tops in Byron Center. I spoke with the sales manager. He agreed that the piece was manufactured incorrectly and said he would check out what they needed to do and get back with me. Two days later, having gotten no return call, I called again. This time I spoke to my original sales person. He too agreed that the piece was manufactured incorrectly and began looking into it to see what he could do. Several days later he called to tell me that the owners decided they were not willing to replace the piece. Their excuse was because of the earlier "consideration" made on the kitchen countertop.

It should be noted at this point that I was given a $400 discount on the kitchen countertop when it was installed. This happened because the fabricator broke a chunk off a corner of one section of the countertop and glued it back on, apparently hoping it would go unnoticed. The installer noticed it and pointed it out to me. We contacted the store, spoke to the sales manager, and I agreed to keep the piece when they agreed to discount it $400 rather than having to order a new piece and replace it at their expense. This agreement was made solely on the kitchen countertop and had nothing to do with the bathroom countertop. I was actually doing them a favor by keeping the piece since it would have cost them more to replace it than for the "consideration" they gave me.

I want the top replaced because it looks so wrong, to which both the Byron Center store sales manager and our sales person agreed should happen. This granite was cut incorrectly by Rock Tops' fabricator. Any reputable company would quickly fix a mistake they created. The owners, however, aren't willing to absorb the cost of their mistake. They don't care that they produced a defective product and put it in my home. Nor do they care about customer satisfaction, or the impact their unscrupulous business practices has on their reputation. Since the owners are refusing to correct their mistake, I am left with no other alternative than to make their unfair, unscrupulous business practices known to everyone who will read this report.

Rock Tops has several store locations throughout Michigan, Ohio and Indiana, but all their tops are fabricated out of their Macomb location. I would encourage everyone to make sure you thoroughly investigate the fabricator you choose when purchasing granite, marble, or quartz countertops. I would further encourage everyone to thoroughly examine each piece before you allow the installers to install it. Once it's in it's difficult to get anything done if it's not right. Also be careful what you're signing when the installers are done. You may be signing away all your rights of recourse.

Bummed
West, Michigan
U.S.A.

This report was posted on Ripoff Report on 02/08/2008 08:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/Rock-Tops-Inc/Macomb-Twp-Michigan-48042/Rock-Tops-Inc-Rock-Tops-Granite-Rock-Tops-Marble-Granite-Countertops-Tile-Unscrupu-307477. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 4Employee/Owner
Updates & Rebuttals

#1 UPDATE EX-employee responds

Rocktops is no more

AUTHOR: Captain O - (U.S.A.)

First off, Rocktops has filed for bankruptcy and will no longer be in business as of 12/19/08.

I am a former employee who was recently layed off when the company had filed bankruptcy. I was one of the granite saw operators.

I am completely against this company and all that it stands for. Within the first 3 months of my employment with this company, all of the employees, including myself, recieved a 15% paycut due to a "miscalculated budget". Within the following months, everyones hours were cut. My hours along with a few others were cut to about half of what they originally were.

Several sales stores, that were opening around the same time as the above mentioned problems, were supposed to increase our business as was seen in years past for this time of year. This did not happen and resulted in the company spending money that was received from customers, who paid, in full, for their kitchen/vanity countertops.

I am not disagreeing with what was mentioned about the cross-grain in the colonial dream, but I was just curious on the dimensions of the kitchen countertops. Larger dimensions would cause the piece to fit only one way on the slab from which it was to be cut.
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#2 REBUTTAL Owner of company

resolution

AUTHOR: Charlie - (U.S.A.)

Rock Tops Inc. position is that this countertop was done correctly. In good faith we will replace this counter top. My installation manager is contacting customer.

With a material that has directional grain it is impossible to match grain in all directions, this top has two pieces of back splash and where they meet will sometimes be an issue.

Rock Tops Granite installs more than 9,000 kitchens per year and our goal is to meet all customers expectations.
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#3 REBUTTAL Owner of company

resolution

AUTHOR: Charlie - (U.S.A.)

Rock Tops Inc. position is that this countertop was done correctly. In good faith we will replace this counter top. My installation manager is contacting customer.

With a material that has directional grain it is impossible to match grain in all directions, this top has two pieces of back splash and where they meet will sometimes be an issue.

Rock Tops Granite installs more than 9,000 kitchens per year and our goal is to meet all customers expectations.
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#4 REBUTTAL Owner of company

resolution

AUTHOR: Charlie - (U.S.A.)

Rock Tops Inc. position is that this countertop was done correctly. In good faith we will replace this counter top. My installation manager is contacting customer.

With a material that has directional grain it is impossible to match grain in all directions, this top has two pieces of back splash and where they meet will sometimes be an issue.

Rock Tops Granite installs more than 9,000 kitchens per year and our goal is to meet all customers expectations.
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#5 REBUTTAL Owner of company

resolution

AUTHOR: Charlie - (U.S.A.)

Rock Tops Inc. position is that this countertop was done correctly. In good faith we will replace this counter top. My installation manager is contacting customer.

With a material that has directional grain it is impossible to match grain in all directions, this top has two pieces of back splash and where they meet will sometimes be an issue.

Rock Tops Granite installs more than 9,000 kitchens per year and our goal is to meet all customers expectations.
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