Business ProfileforTop Service Group, LLC

It took Top Service of Lexington almost six weeks to finish our granite countertop project, instead of the agreed 7-10 business days. More than two weeks we were without kitchen, instead of advertised few hours. We provided detailed specifications and measures before the project even started, including exact sink cutout dimensions and corner radius. They just didn't follow the agreed specifications, for some unknown reason, nobody cared to give us any explanation. Their price was the highest in the area and required 80% advance payment before they even start scheduling for the project - we thought all that would mean quality service, but that was not the case at all. Worse, some of their employees, including in management, were showing us attitude. We were clear up front, that we don't want cutting stone inside our home as we knew that is not difficult to achieve with correct cutting at their facility and some care during transportation. They didn't care to ensure that, instead they did everything possible to ensure there will be stone cutting inside. On installation day (first try) - they broke the sink countertop due to manual cutting inside our garage, brought wrong height backsplashes and wrong radius corners. On second try to install (a whole week later) they broke our sink, trying to fit it in incorrectly cut sink cutout in the new sink countertop (bad color pattern matching around the seam) . They created a cloud of fine stone dust in the whole house due to the need to grind the incorrect cutout manually inside our kitchen, pollution took a day to mitigate briefly and unclear if we will ever be able to completely clean up. We had to order a new sink, which delayed our project an additional week. The third try was ok, despite that the crew missed a few spots we pointed, that had defective caulking from previous visits - we'd rather fix these ourselves, instead of more waiting. Very disappointing experience, wouldn't recommend this company.

Dear Mr. S*****,

Thank you for sharing your feedback. I am very sorry that your experience did not match your expectations. Customer service is something we take extremely seriously at Top Service; we have a team full of professionals who are all driven to do things the right way every time, and who thrive on making our customers happy. This focus on taking care of our great team members and taking equally great care of our wonderful customers is, I think, the biggest reason for our success and our positive reputation in the community.

But as much as we strive to be, we are not perfect. Sometimes we make a mistake and things don't go as smoothly as we would like for them to. And sometimes, as hard as we try, we are just not able to make a customer happy. But on the rare occasion when a mistake does occur -- whatever the reason -- we take pride in the fact that we always do whatever we have to on our end to make things right in the end.

Again, I am very sorry that your experience was not what you (and we) had hoped it would be. But we appreciate you helping us to get better, and we look forward to a more positive experience next time around.