Austin Countertops

I purchased a brand new David Weekley home that had laminate countertops installed. I had noticed early on the countertops did not have an overhang that protected the cabinets from water. I was careful not to let water drip and thought maybe this was normal. A year later, my cabinets are starting to get water damage from the sink. I talked to my builder and they sent out Austin Countertops. The man they sent out said that it was normal and nothing was wrong with the countertops. He did say that if I was within my one year warranty period they would fix it for me for free, after saying there was nothing wrong. Huh?
So even though this was an installation error that was not caused by me or normal wear and tear, both David Weekley and Austin Countertops refused to stand by their installation. It is not surprising they have so many bad reviews. I will have to spend at least a couple grand to fix a problem that was caused by installation error. Avoid them completely, and ask your builder if they use them as well.

If you are thinking of hiring ACT for your cultured marble project, think twice. We worked with them for over six months and they couldn’t get anything right. First, there was a mix up on the display tub and the measurement diagram causing the 1^st tub to be repoured. Then they tried to deliver the tub w/​out notice and since we didn’t live in the area, they wanted to leave the 300 lb tub on our front porch. When they did deliver the tub is was the wrong one… ours was still sitting in their holding yard.
After rescheduling delivery of the second tub, the two guys delivering the tub were in no physical condition to move a 300 lb tub up a flight of stairs. Good thing, though, b/​c it was the wrong tub. The next crew to deliver the right tub were able to get it up the stairs but had to cut off some of the tub deck. Not to mention they couldn’t finish the install b/​c someone forgot to order the soap dish. Larry said he would make up for all of the screw ups by telling us he would have everything polished after the install.
Before that happened, a large chip appeared in the center of the tub deck. So, the chip was fixed but there was NO polishing. The tub and shower are covered with a powdery film, there is adhesive along the joints and all the surfaces are rough to the touch. Now I’m noticing the color of the tub and the tub surround are different shades of white and there is another blob of adhesive stuck on the tub deck. What a mess!
From Debra to Larry and all the installers, not one of them could get it right from beginning to end. Totally incompetent. Find someone else to do your project.

Visited the show room and talked with several of the employees there; they were very helpful at explaining the various products and options available. The quality of the finishing and precision technology used to finish the counter tops was very impressive.

Wow. Way to let us down Austin Countertops. My wife and I were so excited to find that Lowes could take our measurements and build our countertops through you. You quoted 10 days. After 2 weeks we called to find out the status and you said «next week». The following week you said «almost ready». 5 weeks later and you respond to our query with you lost the paperwork and we will have to re-​submit all the measurements?
I do not trust you any more. So sad.

We bought some counter tops from Home Depot on ⁶⁄₂₈ and were promised that we would be called back within 48 hours by the installers (Austin Countertops) to set up a time to get exact measurements.48 business hours go by and no call back. After an exasperating experience trying to get back to our sales person at Home Depot, she finally called back a week later to find out what was going on. I explained about the no call for the measurements and she said she would get in touch with Austin Countertops and have them call us to set the appointment. They called us the same day (⁷⁄₇) and said they would be out on ⁷⁄₉ between 8:30 and 9:00 am to do the measuring. 9:30 on the 9^th rolls around and we still haven’t heard from anyone. I all Austin Countertops to see what was going on and spoke w/​Gary who informed me «they are no longer handling this contract». Apparently they couldn’t meet the installation deadline of ⁸⁄₁ (we are having people come stay with us and would like to have an operating kitchen) even though there was only supposed to be a 2 week lead time between measuring and installing. Gary said Home Depot was supposed to call me about the cancellation, but Home Depot never got notice that the contract was cancelled.
Now I know why these jokers have a 2 star rating here on Unilocal.I’m sure the only reason they’re still in business are their contracts with Lowe’s and Home Depot. They certainly wouldn’t make it in this business any other way.

My husband and I are in the process of building a house so we’ve been to various places that our builder uses. By far, Austin Counter tops is the worse! Their customer service is not existent. Let me first state that we used ACT in 2008 for a remodel on our current home and were pleased with them. So needless to say, we were excited to work them again. Well let me say obliviously some things have changed since then. They are no longer open on weekends (this was a bonus b/​c I didn’t have to take off work to go a look at counter tops.) Well they are no longer open weekends, only M-​F 8 – 5. Really? So when I questioned the associated about it, she tells me «Well we like to enjoy are weekends to» Really? That’s your response? Seriously I don’t get how companies who are in the retail business don’t have weekend hours or extended hours during the week. For a sales associate to tell me that was completely unprofessional. Since my husband and I were there already, we decided to look around. I found a few that I liked, got the information and will be purchasing from somewhere else. I do not plan on doing business with a company who’s associated don’t respect it’s customers! I will also be letting our builder know how we were treated.

Before I could even inform the sales associate Debra McNeill of what I was interested in, she asked me to write a review on Unilocal.I went to Austin Counter Tops for a quartz counter top. After handing them $ 2600, they said it would be 2 weeks before installation. When the 2 weeks was up I called Deborah to find out what was going on. She returned my call to say she was leaving early (due to sickness) and someone would call me back that day. No one called back. I get a message from her the next afternoon saying she was not sure about the installation due to broken equipment. At this point I am aggravated due to the fact I am about to lose my contractor because Austin Counter Tops is lagging. I went up there to speak to Deborah and could barely get a word in due to the fact she kept arguing with me and interrupting me. After asking her to be quiet, I explained I was on a tight schedule and how important it was to me to stay on my schedule with my contractor whom is doing other remodeling projects in my kitchen. The next day I get less than a 24 hour notice that they were coming to install. Thankfully my contractor rearranged his schedule and I rearranged mine as well.
I ordered a ³⁰⁄₇₀ sink. The day of the installation, they showed up with the counter cut completely wrong to where the sink was to be installed incorrectly. I specifically remember telling Debra, «large side of sink on the right, small side on the left.» Debra put the order in wrong.
When I Called to speak to the manager (who also left early due to sickness) I was connected to his cell and told him what happened. Tim Sharp was very rude and short and could not do anything for me till Monday. After going back and forth for over a week, I ended up with an ok discount.
I wish I would have read the reviews before I walked into Austin Counter Tops. If I was not on a tight schedule with work, school, and my contractor, I would have had them take their counters back and went some where else. Preferably a place that has better customer service after paying them $ 5000! Did I mention I have a rough patch on the counter and it is not completely smooth? I DO NOT recommend this place at all. BEWARE they do the installations for LOWES and HOME DEPOT.

Something crazy happened — After I fired Austin Countertops and got an appt with Lowe’s, I got a call from the Austin Cuntertops manager, Tim Sharp, saying that they handled the Lowe’s countertop installations! Seriously. I could not believe it.
He said he recognized my name and would like to make up for what happened. He got the details of what happened over the three weeks with his sales person and insisted on finishing the job for me at the company’s expense.
I thought I was being punk’d, but I said «sure» and waited to see if they would follow through. And they have. I am happy to say the countertops are finally in (HOORAY!!) and they look great. Tim also came out himself to check on the work after it was done to make sure it looked good.
They did not have to call us back, or try to make up for the lost time and headache that was caused to us. I have to say, it’s pretty impressive and incredible that they did.
If the whole process had been like it was the second time, they would have gotten 4 stars from me. But since the experience as whole was so painful to start with, I can only give them an updated 3 stars.
I may give them another try in the future, but ONLY by calling Tim directly and asking for someone who he trusts to help me get the job done. (Apparently, my first sales rep was new.)
:) So, that was my experience. Strange but true.

As I’ve been working my way through a new list of projects I’ve been adding reviews for the old ones I’ve done with contractors as well. When I pulled up Austin Countertops I was surprised that the reviews were so low. But, I’ll just tell you what I know:
My old receipt says I installed some laminate counter tops back in Sept of 2009. So, this is a review from my service then. I dealt with Andrew. I have a vague recollection of sometimes needing to play phone tag with him, but it’s been years so I’m not remembering all perfectly.
I had laminate counter tops installed in a small kitchen. It included an over-​hang bar. There are some tight spots and weird angles as well. I recall that we discussed the pros and cons at length. Things such as type of edges and where the seam would be. We opted to have the seam near the sink, and I was warned I’d need to make sure any water got cleaned up promptly if we went with that option. Four years in, and we are still a-​okay.
The price was great, (I shopped around quite a bit) and they still look perfect years later. So, I can’t complain. Maybe I just go lucky dealing with Andrew?

If I could add zero stars I would. I did not hire them, because they cant even be friendly, never mind helpful, on the phone. The lady that answered the phone when I called was patronizing, rude and acted like she was doing me a favor just by talking to me. Do your self a favor and dont even waste your time calling them. I am ready to spend money on countertops, just not with these guys.

To be fair, I decided not to hire Austin Countertops, so I cannot speak to their quality of work. I noticed something amiss right from the beginning when I first visited their showroom. I was looking for an installer for a laminate countertop. After a few questions, I was directed to the samples. Some samples were missing. They had told me where their duplicates were hidden, so I went ahead and restocked the missing samples for them then left. A few weeks later I left a message for Jeff that I was ready to get started. He never called me back. I found all these negative reviews on Unilocal!and figured it was for the best that it didn’t work out. They have a nice showroom, so might be a good place to see what sorts of materials are out there.

it has been 5 years since this incident… it has been troubling me all this time as i have to face the problem countertops every day… we bought a brand new house. the first week the kitchen countertop laminate seam opened up… we immediately called the builder who told us there is no warranty on them… after «discussing» this further it becomes clear that there IS a warranty but it is void if it gets wet… they automatically consider anything in the kitchen area as had gotten wet. nonsense… we never hasd ANY water near!
dr horton told me to call austin countertop directly /​they sent a worker out who actually right in front of my eyes took a hammer and tried to beat the de-​laminating edge down… cracking the laminate in the process. they refused to do anything… 3 DAY OLD BRAND NEW HOUSE!!!

I’m not sure I can even give them a true rating… I called them 3 times to get me an estimate based on sketch I sent them. The lady I spoke to (Bridgette) basically told me she was way too busy to work on it… and she would try to get to it. Must be nice to be so busy you can treat new potential customers so poorly!

My experience started out fine when I first spoke to Jeff, the salesman, and then went downhill before the project even began. I had discussed with Jeff that my carpenter would need to be able to do some work on the cabinets in between the tearout and the install of the countertop. I even gave my carpenter Jeff’s number so that they could discuss it, which they did, and it seemed as though we had a plan.
However, when the time actually came to set the schedule, Jeff told my carpenter that the tearout and the install had to be done on the same day instead of a day apart as we had discussed previously. He told him that they just don’t do that, because they would have to make an extra trip. I wasn’t even offered the option of having them do it and simply paying a trip fee. Furthermore, there is an enormous difference between «We don’t do that.» and «We don’t normally do that, but let me speak with my supervisor and see what we can work out.» It was, I believe, just plain old laziness and apathy that kept him from saying the latter.
I tried to call Jeff myself, and got no answer and no return call. I called the main number and asked to speak to his supervisor. I told him (Frank, I believe) what was going on, and he was quite willing to schedule the tearout on a Thursday and install on Friday. The tearout went fine on Thursday morning, and my carpenter came in on Thursday afternoon to do his work on the cabinets. Then the new counter was installed Friday morning, and I had a plumber come in on Friday afternoon to install the new sink. This was all very tightly scheduled, because my tile installer was only free on the weekend.
Everything seemed to be rolling right along. That is, until the plumber tried to drop in the sink. There were gaps at all four corners, and only about ½ inch of countertop front and back to hold this 100+ lb cast iron sink. The countertop installer hadn’t used the template that came with the sink, and had cut the hole too big. There was no way to fix it other than to replace the entire counter. Because it was Friday afternoon, the materials weren’t available, and it couldn’t be done until Monday morning, thus ruining my carefully planned schedule.
The following Monday, the same installer came back and redid the counter. At least he used the template the second time, and the sink fit fine, but after he left I noticed several small chips in the laminate along the front edge of the counter. Again, the only way to fix it would be to do the entire install again, and there was no way I was going through all of that again.
To make up for my troubles, I wasn’t offered so much as a small discount. Nothing at all, as thought this was business as usual for them. Who knows, maybe it is, although if they have to do everything twice or more, they’ll be going out of business soon.

If you want even half-​way decent customer service, go elsewhere. This company had installed the granite countertops to the first homeowner of my house, who had it built through a reputable builder about 6 years ago. Now the sink is coming undone from the kitchen countertop. I just wanted them to come and give me an estimate for repairs. Numerous calls and messages for service have gone unanswered. I will be taking my business elsewhere.

I was very disappointed with both the service and quality of products installed by Austin Countertops. I first was surprised at how curt and abrupt the salespeople and operator are and how many calls it takes to make contact or to reach someone who can resolve problems. Attention to customer service and responsive to customers is not their strong suit.
I ordered two bathroom countertops and asked to have a bid on a granite counter for the kitchen. I never got a response to the request for the kitchen counters and am glad that I went with Summit Stoneworks who were very professional. I needed to email and call repeatedly to get a response from my salesperson and my order and papers were often misplaced or had incorrect information.
For the bathrooms, I supplied all information about the sinks I wanted undermounted and the faucets to both my salesperson and the person who came out to measure the job. Despite this, the downstairs countertop was fabricated to a standard template they had and was not at all fitted to my sink or faucet. It also was damaged. A new countertop was made after discussions with various employees and this one also had problems fitting easily in place. During installation, my new faucet, which had been disconnected and set aside, got damaged and other minor problems came up which needed to be repaired. With each problem, I needed to disconnect the faucet and I needed to initiative resolution of these problems and additional costs. The company sent a repair person — who was very thoughtful and helpful — and agreed after a month to pay for the damaged faucet and the service charges for 2 additional trips by my plumber.
Perhaps they are just too busy to attend to customers in the way other businesses can. The quality of their products and service suffers regardless of the cause.

They have been completely unresponsive to my project.

I used Austin Countertops a couple years ago when I needed a countertop I had previously purchased at Home Depot (it was a custom order returned by a customer and so a super deal). Austin Countertops helped me complete my project with custom cuts and helpful information. I got excellent service, very timely and at a reasonable cost. I highly recommend these folks.

I just finished the most beautiful kitchen remodel, and without question, I used Austin Countertops. I had used them in an earlier redo and also when we built a new home in 2000 and 1995. I couldn’t be more happy with the service and quality of work. I dealt with them directly this time, but have gone to them through a builder twice, as well, and was always satisfied with the staff, the products, and installation.
You won’t hear any complaints out of me. I think they are terrific!

Austin Counter Tops is the most unprofessional service we’ve been forced to deal with since moving to Austin.
Our contractor had used them many times before, and felt confident about their level of service. My wife visited their showroom and met with the sales manager, Patrick, talking about different countertops we were interested in installing in our bathrooms of our new home in central Austin.
Our contractor proceeded to try and follow up several times via phone and email in september 2009 to try and order these pieces, and the manager, Patrick, refused to repond via phone or email.
Finally, on Monday, September 21^st, 2009, our contractor actually drove over to Austin Counter tops and a sales associate came outside and said the manager was eating his lunch and «refused to come outside» to talk with our contractor, and had his associate relay the message that my wife had wanted to see too many types of bathroom countertops and even though we’re moving into our home in 4 days (Sept 25^th, 2009), he had refused to communicate for over a week, not letting us know he didn’t want to work with us, leaving us in a horrific bind to scramble last minute to order counter tops elsewhere.
This company is the most unprofessional and rude service company I have seen in over 30 years. I am frankly stunned that a company would refuse to even communicate any problems with a potential order, with a contractor they had dealt with many times before, especially considering they are a sales business and this would have been commission in their pockets.
If you are a family looking to remodel a home and are looking at bathroom tops and fixtures, DO NOT USE AUSTIN COUNTER TOPS if you expect a fair and reasonable response and you are in any kind of deadline.
My wife, contractor and I intend to relay our terrible personal experience to anyone about Austin Counter Tops.