Duracite

Jadon and Mario did a wonderful job installing our countertops! The whole process was smooth from start to finish.

Ever ordered an expensive meal at a restaurant, and when it came out you were told you needed to go to the grocery store and purchase the sides yourself? Oh, they would cook them for you, but you had to go out and buy the ingredients separately? Yeah, me either.
I stand behind my review. I got a call back from another clown who gave me the same speech on how it’s not their problem. They had my money and my counter, so I was stuck. I spent my weekend at 3 different hardware stores until I found the exact materials I needed. Yesterday, Duracite installed the supports I bought as well as the counter top, and while it looks good, the quality is completely overshadowed by this pointless lack of integrity. It makes sense why they have to hire someone to address all these bad Unilocal reviews.

I ordered Silestone countertops from Home Depot, and Duracite is the company that called me to do the template. I’ve called them no fewer than 10 times in the last two days to schedule the measurement, as I’m in a rush to get the countertops installed. Every time I call, the operator transfers me to either the Customer Service or Sales department. Neither department has answered the phone in TWO DAYS! There is no voicemail option it just keeps ringing and ringing. Wasn’t surprised to see the bad reviews on Unilocal when I logged on to post my own review. I already made the management at Home Depot aware of my experience as well. Would definitely never recommend this company nor would I ever use them again.

Thank you Duracite for finally reaching out. It was very frustrating to go 2 months with no resolution. I appreciate that management will cover the full cost of repairs and on top of that is mailing a $ 100 gift card to Costco. As I said all along the countertop installed is beautiful and I had no issue with that part.

So far my dealings with Duracite have warranted a single star rating. They sent a person out to measure my kitchen cabinets for granite counter tops. I was told by that person that they wouldn’t be able to do a backsplash because I had a vent pipe protruding a little outside the sheetrock wall. I told them I may relocate that pipe and he said that if I did that I could call and add the back splash to my order. Well I did move the pipe and I did call duracite to add the back splash and they informed me that they never measured for it so they would have to charge me another $ 150.00 trip fee to send someone back out to measure for it. I tried to argue with them because they already know how long they are cutting my counter tops, just make the back splash the exact same length. I also gave them the height that I want them (5 inches). What’s to measure???
Noooo, they want their $ 150.00 to measure the lengths that they already know. Plus I’m sure their will be more delivery and installation fees charged, I haven’t gotten that far yet because I have been trying to speak to a supervisor at this company but they don’t answer their phones and don’t return calls when I leave messages.

Excellent job by Joe and Ryan. Very friendly and great installers. The counter tops look beautiful. Would recommend to all my friends and family. Great Job!!!

All the comments from my original review still stand. This was not a good company to work with. I did get my granite installed finally, and it does look fantastic. They did a good job on fabricating and installation. That being said, the big problem with this company lies squarely with their project management. They should probably implement some project management and scheduling software to be able to keep track of their jobs and ensure fabrication is running on time. Last minute phone calls (end of business day, the day before) to delay an install by nine days is completely inexcusable, but in reading other reviews it seems to be common practice with this company. The final product delivered was nice, but this is a major expenditure… You can get granite fabricated elsewhere that will also deliver on time, show up for appointments, and not be such a headache. Duracite did, to their credit, come out and install a temporary sink for us, after their last minute postponement of installation, however that was the only consolation they offered to rectify the situation.

Very happy and pleased the way my counter tops turned out in kitchen. I felt very comfortable with ordering through Home Depot! The installers were professional and polite, even fun. It was necessary to wait 3 weeks for install, but was aware going in. You can’t rush these things. My delivery was to South Lake Tahoe, CA and there was snow on the ground. They still showed up on time! Definitely would recommend and do it again. The sink was cut out on the site and everything fit perfectly. Thank you Duracite!

After reading the reviews, I was a little apprehensive to say the least. But, after the installation of two beautiful quartz countertops in our bathrooms, I have to say that the process went as smooth as silk. We ordered our countertops through Home Depot and have learned from past experience to make an appointment with one of the associates in that department. She said that we would be contacted by Duracite within 48 hours from purchase and we were. A Duracite employee came out and measured for the template. He said the turn around time was about 3 weeks. And almost 3 weeks to the day Joe and Chris arrived and couldn’t have been more professional. They worked with skill and efficiency, kept the bathrooms clean with drop cloths and even vacuumed when they were finished. Couldn’t have asked for a better experience.

the counter tops look really really nice. Excellent install by Joe and Ryan, well done! You guys are the real face of the company and your skillz made up for a lot.
We are very happy with the material and quality and our kitchen looks wonderful.

The worst, from beginning to end.
The salesman pulls a bait and switch on granite pricing, installers are late for every appointment with no communication, countertops not installed as explained by salesman, so that if sink ever needs to be switched out, will probably require destroying the countertop, they show up missing one countertop and the installers know nothing about it. The sales manager will say anything to get you off the phone and then never does as promised or calls back.
Remember, the great customer service at Costco goes out the window when you go to this vendor. No recourse.

Excellent from the word GO. Home Depot was great at helping us pick out the granite, and suggested if we wanted to look at the whole slab, we go see it. We did. Before installation, we made one change to a dimension, which was accommodated without hesitation. Three days before installation, a virtual picture was emailed and it looks just like what was installed. We had specified which designs in the granite should be where on the counter and they did a great job. The installers were professional and worked with us on a few different ways the window sill could be designed, and did exactly what was decided. My husband was impressed at the finished seams and overall installation. He is a perfectionist and very picky.

We recently bought a home and the bathrooms were awful. We saw the kiosk at Costco for Duracite and contacted them to install new countertops in two bathrooms and replace a bathtub with a shower, as well as replace the flooring in our guest bath. The end result was a beautiful piece of work and of the highest quality. We opted for quartz for all the work and couldn’t be happier. We wholeheartedly recommend Duracite as well as Eric Riley, who managed our projects.

Edit: I was pretty angry with the delays at first (I’ve left my first review below), but the company worked hard to make sure we were as happy as we could be in the end. When I’m organizing a whole kitchen remodel it’s really hard when one company just delays at the last second, but the counters do look great. The installation guys were really good, too. I don’t know if you can order straight from them without having to go through Home Depot or Costco as a middle man, but I would recommend doing anything to try to streamline the process.
Original Review:
I’m still waiting after a month and a half for our install, and they just called to let me know that they can’t make the installation appointment, which is in 22 hours. I was literally just finishing pulling off the old counters when my phone rang with the bad news, so now I’ll be canceling our holiday dinner plans, changing the plumbers appointment, and changing my work vacation days.
After reading the reviews below, it’s clear this is just how they operate, which is really a shame. And a shame that other decent companies (Home Depot, in my case) are sending their customers to a company that will so obviously treat them like dirt.

I am pleased with my experience with Duracite/​Homedepot San Rafael. Every step in the process was smooth and timely. From purchase to install, everyone was courteous, professional and just really nice people! I waited 21 years to transform my ugly kitchen into something beautiful and Duracite was was the last major piece in the equation. No complaints from this do-​it-​yourself homeowner, only a big Thank you!

Customer service is horrible, waiting time is unacceptable, return calls non existant, are unavailable to install for another 6 weeks, when they were paid months ago

The most overpriced, unprofessional experience from beginning to end. Costco should (and likely will) seriously rethink their relationship with this vendor.
Here is why one should truly consider avoiding them despite the Costco endorsement.
1) Overpriced. And I’m not talking by a little, but by nearly 100% more than you’re likely to find by a great local shop with much higher ratings. My estimate for 75 square feet was originally $ 9,690! Oh but wait…“We include a sink, faucet, and don’t ever leave you without your countertops.” That may be true, but their sink and faucet selection is basic at best. And for every day you’re without your countertops you are essentially paying yourself back $ 1,000/day because that’s how much you’ll save.
2) Poor communication. At my local warehouse I filled out the form at a kiosk, got a call from them about a week later, I returned the call, and J called me back a few days later. A few days! Really? They must be so overwhelmed with so many other trusting Costco members that they don’t have the professional courtesy to return a phone call in a timely manner. Note: this phone tag went on for weeks before I actually secured an appointment. I can only imagine how an installation would go!
3) Used car dealer sales tactics. D was a very nice sales representative that visited my home but he also wasted 2 hours of my time. The entire sales presentation, along with a senseless slideshow on his Microsoft Surface, was truly unnecessary. He proceeded to go on and on about what great corporate citizens they are, how the owner can be reached on his own cell phone, and more trite dialogue that is unrelated to my needs. The first figure that was a red flag was «You can spend $ 5,000 on your countertops, but you’ll get what you pay for.» Really? That was the top of my budget. How much more interested do you think I was at this point? Then he proceeded to «call his boss» and «get a better price» on our countertops. You know what the discount was? $ 719+$ 771 «reference» so the final proposed total was now $ 8,200. And yes, he really whipped out his phone at our dining room table to «get us a better deal.» This is not how it’s supposed to go, Costco wants their members to have a no-​haggle experience.
4) Bad attitude. I was advised to first call the Costco 800 number for new installations and go from there. The call center had Duracite call me immediately, and who was on the other end of the line, but J! I never actually spoke to her before, just played phone tag with her. But now because Costco escalated the situation, she found the time to personally call me right away! The conversation we had was very off putting as she took a more defensive vs. apologetic tone. The next step for me was speaking with Costco corporate about my experience. It was reassuring to learn that Costco is fully aware of these Unilocal reviews and so many substandard member experiences.
In the end, we decided to go with a local, experienced, father-​and-​son company with a 4.5 star rating. I urge you to do the same. No matter the cash card, cash back, or whatever incentives you hear touted, they are not worth it and you’ll still end up paying far, far more. This is not an exaggeration. You can check out my reviews and see I rarely (if ever) give out only a single star, but this company will continue to hear from members calling them out on their unacceptable practices. Just remember, Duracite needs Costco far more than Costco needs Duracite.

Much like the rest of the reviewers here, we were forced to use Duracite for our countertop install when we ordered our granite through Home Depot (or Costco for others). Here’s the thing, if getting your stuff done in a timely matter is important to you then you are going to hate this company. I will admit that I did for the MONTH AND A HALF that I waited to get our install, but the guys who came and installed today did a great job.
Here’s the deets. We ordered our granite on aug 13^th. I immediately called to set up a time for our template for the following week. They refused to let me make an appt until after the cabinets were already in. Yes, this is understandable but if they aren’t going to make the appt until two weeks away anyway then why couldn’t I make the appt. ugh. So we call after the cabinets are installed and make our template appt for two Wednesday’s later. At that time our install date was ⁹⁄₁₁.
On the day of the template I get a call and am told that our install date is being changed to ⁹⁄₁₈. Something about having a hard time getting our granite. So now we are waiting over a month and I’m so annoyed. Trying to make dinner with no countertops? Just shit.
So here’s come the 18^th and I’m super happy cause we are getting our counters finally! The day before I get a call and I am told we aren’t getting them. They didn’t even give me a reason or a new install date! I was livid. They were just going to call me back at some point and let me know a new date. This meant we had to cancel our backsplash install date too.
*grumble grumble grumble*
At this point I walked into the Home Depot counter area to discuss my issues with install and the lady pulls up my order and kind of laughs in astonishment. The Duracite people update with notes and such about the install I guess and she looks at my file and all it says is «customer not ready» and then the next entry «install date is 9÷30». So they just changed it in the system so Home Depot doesn’t see that we had 2 cancelled appts and are still waiting.
So here’s comes today. Install day. I stupidly came on Unilocal beforehand and read all these horrid install reviews and was panicking. I was worried they wouldn’t show on time, wouldn’t show at all, would screw it all up… every bad thing I’ve read or worse.
So they showed up, within the time window I was given. They did their work. They did it well. They were polite. They put blankets down everywhere as to not track wet feet (because somehow it rained in California today??) on our floors and they cleaned up after themselves!!! I couldn’t Believe it!
Everything looks great. I just wish it had been installed weeks ago! The other thing I would suggest is that you pick out your own slab. We didn’t as there was no place near us to really do so and so our granite has some odd design spots in it that of no fault to the installers. I would give the installers five stars, the month and a half wait is what brings it down to 3

We knew better than to go through Home Depot and their vendor Duracite but the price was right and we figured the install of kitchen countertops was basic enough that we decided to go with them. Big mistake… HUGE! The installers were supposed to arrive between 9−11am on the day of install. They called my husband at 9:30am to advise the stone wasn’t yet cut and they didn’t have a truck. They called back at 1pm to advise they were on their way from Fairfield (a 2 hour drive to me). They arrived at 3pm in a Penske rental truck. They did not leave until midnight. They left all of my kitchen drawers and cabinets full of debris from the demo process. One entire side of my breakfast bar was measured too short. The rest of the kitchen has about a one inch lip but the breakfast bar side barely has a ½ inch lip, so all we are looking at is exposed silicone caulking and screws. It should have been an easy fix if they trimmed it out with cabinet moulding but no… they left it. They advised the crew coming back the following morning to do the backsplash could trim it out and I could sign the final paperwork then. Well obviously the crew to do the backsplash doesn’t do cabinetry. Duh! I should have known but it was midnight. I wanted them gone and for my four kids to get some sleep. The worst part is when the plumber (not associated with Duracite and a wonderful company) came last night to rehook the kitchen faucet, garbage disposal, dishwasher and stove he discovered that the countertop guys cut the wire to the disposal switch when they removed the cover plates and pulled the wires from the wall. So now none of my kitchen outlets or garbage disposal work. Customer Service at Duracite is a joke. Rachel is rude and just dumps you in voice mail or tells you to email pictures to Nick. Nick doesn’t bother to respond to his emails and voice mails. So I finally lost my temper and threatened both Home Depot and Duracite with calling the licensing board and BBB and Michael Finney if they don’t get this resolved today. I paid $ 7,000 for counter tops and an amateur could have done a better job than this company.
Update: Duracite still refuses to return my calls or emails however Home Depot has done a pretty good job on damage control. The manager of HD got Duracite to reimburse us for the electrician cost but Duracite wants another $ 350 to come out and put trim under the counter to fix their mistake. Um… go pound salt! I can go buy 13 linear ft of trim at HD for $ 40! So John offered to provide me with the materials to fix the trim myself or pay a portion of the $ 350 for Duracite to fix it. I don’t feel comfortable allowing Duracite back in my home to potentially cause more damage so I’ll take HD up on their offer of materials and fix it myself.
UPDATE ⁹⁄₂₄: Home Depot paid for Duracite to come back out and fix the trim and it was done today. It looks much better now.
As far as the comments from Laura at Duracite on my review I’m not sure how she knows which customer I am since no one from Duracite has ever contacted me to rectify the situation. In fact they all refused to take my calls and return messages. I NEVER signed off on paperwork allowing them to leave the countertops in this condition. As a matter of fact I refused to sign any paperwork at midnight the first night. The next day after the backsplash was installed I signed for damages and was very detailed in the issues that needed to be fixed. Duracite is a terrible company and the only reason they get one star is their poor workers are at least polite.

Costco customer for 20+ years and decided to get a quote for granite countertops in kitchen. Went through the whole power point presentation about Costco and Duracite blahblah charity whatever.
Then we got hit with the quote. It was like a sledgehammer to the face: $ 205 per sq ft. That does not include any fancy edges or bells and whistles. That is simply a plain square edge and cutouts for essentials like faucet and stovetop.
$ 205 per sq. ft? Get out of here!
PS — Glad I saw all the reviews here too. The post on 9÷3÷15 with the photos of the counter sitting on the exposed silicone caulking is disgraceful. I feel so bad for them!