Custom Marble Design

This is the worst customer service experience I have had in all of our house renovation projects! We ordered cabinets and countertops for our bathroom through Lowe’s and the countertop work was done through Custom Marble Design. Not only did they give us the run around about the time frame of template making and installation (which caused a problem with setting up our contractor’s schedule), but 15 minutes after installation, I noticed a brown stain in the center of the countertop, called the company, and was told that the installers would come back out to do a «drill and fill» to remove the stain. I asked if the installers would be back before 4pm to do the work (I had to drive my son to an activity in the evening). I was told that she couldn’t answer that question and that someone would call me when they were on their way.
Well, at 3:15 I still hadn’t heard from them, so my husband called the woman at CMD to ask when they were coming back to fix the countertop. Another woman took his call and said that the installers would NOT be coming back to fix it and that we’d need to go through Lowe’s to have it fixed! This is after we paid thousands of dollars for a stained countertop! To say that my husband and I are beyond mad is an understatement! DO NOT use this company and if you order through Lowe’s, ask to have another company fabricate and install the product.

I am summarizing events related to my experience with Custom Marble Design. (CMD) I can provide additional information or clarification upon request.
We remodeled our kitchen in June– July 2012. CMD, as a sub-​contractor for Lowes, installed the countertops and sink. In August 2013 we noticed the sink was wobbly and the sealant around the rim was turning black. To their credit, CMD agreed to come out and fix the problem.
Two men came out; one clearly more experienced, the second appeared to be an apprentice. The serviceman in charge told me he needed to place some wood blocks between the underside of the sink and the countertop frame for stabilization. He did this and then resealed the perimeter of the sink. To protect the sealant he placed blue masking tape across the top of the sink and left instructions not to operate the sink for 24 hours. This was about 300pm. He reviewed the placement of the support blocks with me.
The next morning I left for work about 1000am. Before leaving for work I ran the dishwasher. When I came home there was water everywhere. The cause? To properly secure the sink the serviceman had disconnected the wastewater piping from the bottom of the garbage disposal. This pipe also carries wastewater from the dishwasher.
When I called in the next day CMD defended itself by saying (a) I had not followed instructions about re-​using the sink after 24 hours (b) had been informed and directed to the disconnected pipes under the sink and © they are contractually prohibited from doing plumbing work and «it’s carefully written in the contract».
None of these defenses is effective. I offer the following responses. (a) Using the dishwasher isn’t really using the sink. Further, waiting another six hours would have had no bearing on the situation. (b) The serviceman defended himself by saying he «showed me his work». While we may be in a «he said/​I say» situation, I will claim with complete confidence that the CMD representative never pointed out that he disconnected the pipes, nor at any time did he ever say «you’ll need to re-​connect those». I would further maintain that reasonable person would conclude if a service person disabled a system in order to make a repair, with no attempt to re-​enable that system, that there should be an explicit statement to that effect. I will swear on my children’s souls and bet my entire wealth that the CMD representative never did that. © The service contract does say that they will no plumbing work. Specifically the contract states that they will neither dis-​connect nor re-​connect any plumbing features. Therefore, why did the serviceperson violate the clearly stated conditions of the contract? CMD claims that disconnecting a system is «not the same as reconnecting». This claim is indefensible. You cannot choose which parts of the contract you will follow and which parts you will not.
Based on my experience, I would definitely not recommend doing business with Custom Marble Design.