Business ProfileforGlobal Natural Stones, LLC

I have been in the residential real estate sales for over 30 years and rehabbing homes over 20. With that said I too am in a customer service industry and have seen plus bought hundreds of granite installs and know how important reviews are plus work hard to make sure our customers are happy. That was not the case here. Kevin the sales mgr was very good at the initial conversation, and we felt comfortable to move ahead with him as they were a local company. That’s where the positive experience began, and ended. From mismeasuring and improper sloppy install, to improperly installing brackets to the installers damaging a brand new vanity that cost over $1000 excuses from the owner and the installer were atrocious, I understand that they are short staffed as is everyone, according to the owner, yet finding out, they only have one installation crew, all of the errors and mistakes, which were many were met with an excuse and lies by the installer. He was blatantly, caught in several lies from the mismeasuring to damaging the vanity as there were recent pictures before and after showing no issues and then the issues, and although he said he had pictures could not provide any which was further indication of his lie. With only one crew and other jobs it was clear why they had to take his side. It was my responsibility to find contractors to fix all of their mistakes and they gave me a total of $250 credit about half of what it cost to repair. They did in fact fix the miss measuring however, only after I met with the owner and said, please don’t make me get my attorney involved for him to shut me down and say for one of your attorneys, I have 1000 . The total job was over $5000 over the original estimate. and that was also my fault according to them. I am pleased that others have had a great experience however, ours was far less than good. I do not recommend. Happy to provide pictures and documentation to anyone interested in truth.

Mrs. Swick,

First and foremost, we @ GNS want to thank you for your business and your feedback as we use these comments from our customers to ensure we get better and better each day. As a company that has been in business in the Dayton and Cincinnati area for over 20 years we know with large projects, issues can arise and it is how we alleviate these that set us apart. We are sorry we fell short in your expectations. Just a quick recap of the events as they unfolded. Friday August 25th, 2023, Kitchen Countertops were scheduled for install upon arrival GNS discovered there was no supports for the Bar-top counter. GNS reached out to Mrs. Swick in an attempt to keep the install on schedule and provided the option to provide and install supports for the Bar-top counter. Mrs. Swick agreed and drove directly to our office to pick them up so we could complete the kitchen countertop install on schedule as we know that the customer was getting ready to put this house on-sale very soon. GNS does recognize that 1 out the 5 support brackets installed were not to the customer’s satisfaction. Upon further discussion with Mrs. Swick, she notified GNS she was also not happy with the bar top edge profile as it appeared wavy and there was a small gap at the end of the bar top where the stone met the wall. GNS promptly scheduled a service call to remove the bar-top counter, take it back to our fabrication shop to recut and polish and address all pending issues during this service call. The re-installation of this counter was completed 2 days after the removal to the customer’s satisfaction. 

Once the Kitchen project was completed to the customer’s satisfaction, the customer wanted us to perform a new project namely installation of their vanity top in the Master Bathroom. Wednesday September 20th, 2023 vanity countertop was installed. After the vanity install was completed Mrs. Swick notified GNS of a small dent in the vanity cabinet. Incidental damage can unfortunately happen in our industry but after review of the images provided by Mrs. Swick GNS agreed that this could have happened during large vanity top installation in a tight space. 

As GNS was aware of the concerns in speaking with the customer, we offered what we thought was a fair compensation to Mrs. Swick so her carpenter could fix the minor overcut/dent in the cabinets. The finished product looked fabulous based on what we saw and I hope home owners will enjoy this for many years to come. Lastly GNS again would like to apologize to Mrs. Swick that we fell short of her expectations, in our opinion we went above and beyond to ensure Mrs. Swick’s satisfaction from fixing the bar-top, bracket and vanity concern as well as making exceptions to our payment terms for Mrs. Swick as we viewed her as an important and loyal customer.