Legacy Countertops

After reading the first review, I was very concerned about choosing Legacy. I do not have the time to worry about my remodeling choices, and try to fix mistakes. Before making my final choice, I discussed the review with the owners, accepted their explanation, and went ahead with Legacy. I am so glad! The countertops were installed today. They communicated with me, were perfectly accurate with their arrival time, and best of all, had a beautiful slab of granite to match my cabinet, tile choices. They were very easy to work with, and every time I called, they all knew who I was and what was going on with my order. Thank you, Nate, Hilda and Bob!

Let me begin this review by saying that the 3 star review is not due to the quality of work, that I would give 5 stars, but the customer service deserves 1 star. Our home already has granite counter tops installed, but my husband and I purchased a new oven. Since our old oven consisted of a separate cook top and range, and our new one is all one unit, we needed some granite cut. No problem, we call Legacy Countertops and get ourselves an appointment. We were able to schedule the appointment within a week, fantastic.
The day of the install comes… we have never received a confirmation call with an estimated time of arrival. My husband stayed home from work for this appointment. By 10:30 in the morning we have still not received a call from the company, so my husband calls. Yep, you’re on the list for today, someone will be out by 1:00. Great! See you then. 1:00 comes and goes, 2:00 comes… we get a phone call. Sorry, running behind. We’ll be there at 3:30. Okay, little upset it took you an hour past the time you were supposed to be here to call, but we’ll see you in a bit. 3:30 comes and goes…4:00, my husband calls. Are you guys still coming out today? Oh yes, sorry… someone will call you back. Okay, because we have a newborn baby at home and can’t have someone coming out late. By 5:30 they have called back once already saying they’d be there soon, then they said half an hour… by 6:30 2 guys finally show up and tell my husband they have no idea what work they are supposed to be doing for us. Then they go outside and make a call, saying they might come back in the morning. My husband and I are beyond annoyed at this point.
Long story short, after waiting all day, they did do the work and it looks great. They need to work on their scheduling and customer service, I would not use them again for this reason. There wasn’t even any attempt of compensation, we would have been ecstatic if they’d offered us even 10% off our bill. It would have cost them $ 30, but would have made us happy and possibly repeat customers, it would have also made this at least a 4 star review, but no.