My husband and I recently had new granite countertops installed by DFW Stoneworks, using the Groupon that was listed in November. Thankfully, the end result was satisfactory however, our experience through the entire process starting in early November through completion was a total disappointment; lacking in professionalism, customer service, and communication. ~They didn't keep us apprised of appointment times, we had three appointments where Ryan did not show up when he was supposed to, two of which had to be completely rescheduled. At no time during the scheduled appointments were we notified he was running late. Eventually we asked that we be contacted when someone from DFW Stoneworks was on their way. Also, employees generally did not return calls when they said they would. ~During our scheduled appointment for measurements, Ryan and Brian used standard measuring tools, but also used paper and mail we had laying on our countertop to take measurements. I believe this resulted in one of the countertop sections being cut too small and requiring the installers to leave the jobsite to manufacture a new piece.
DFW Stoneworks leaves all installation prep up to the customer. They do not hang any plastic over cabinets or doorways, they also do not lay any paper down on the floor to minimize the dust and debris. ~We also found communication within the company and between us unsatisfactory. We called DFW Stoneworks to ask about pricing and were referred to their price sheet online, they didn't offer any additional information until they show up for an appointment. A DFW Stoneworks representative should be available and knowledgeable to explain your products and procedures. ~DFW Stoneworks seems to work very late hours, expecting customers to work around DFW Stoneworks hours. The installers were at our house until after 8:00pm on installation day, without asking if it was ok. ~Additional, during the initial estimate appointment with Fraun and Rhonda we were told that DFW Stoneworks would use scrap pieces of granite for the bar backsplash and kitchen window sill since they were such small areas and said there wouldn’t be a charge for those items. However, when Ryan came for final measurements he measured those areas and charged for them. To add to that we were charged for a 4” backsplash on the bar with the intent to angle the edges so they would not stick out over the bar, however only a 3” backsplash was installed, with no angling. (We were over charged for a back splash.) ~During installation Brian, the representative in charge of the job, was not available, and did not touch base with us at any point during the installation to ask if things were going ok or when he was going to come to collect final payment. Brian came to collect final payment on 3/2/2012, he requested $850.00, and later that evening he called back and said he was unaware of the additional $259.24 we still owed. We did send in this payment and we owe DFW Stoneworks nothing. ~Lastly on installation day the installers placed the faucet into the hole drilled for it, and left the box for us to complete installation. When my husband went to finish it, he realized there was a missing part. So we called DFW Stoneworks it get the missing part along with an installation guide. Ryan said he would contact the faucet company and would call us back the next day. Two days later we still had not received a return call from Ryan and called him to find out what was going on. This is when he informed us that we would have to take the faucet out and take it ourselves to the faucet company to exchange it. ~Finally, we wrote DFW Stoneworks explaining our negative experience with them and have not heard back from them, not even a simple letter of apology. They are obviously a company with poor customer service and complete lack in professionalism, especially after we spent an additional $4000 with them. I would not hire them again or recommend them.
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