Troy Granite

Their version of the truth vs. reality is completely different. Don’t think that the BBB can help you. Every other review on here is true. Getting someone to respond/​return a phone call after you have paid is like pulling teeth. They don’t care. It is what it is and they can’t see anything wrong. If your counter requires a seam I would highly suggest finding someone else who is capable of doing so. I get that the pattern may not match, however a thick line should not be visible from 5 – 10 feet away down the middle of your $$$$$$ counter. However they see nothing wrong with this. After spending tens of thousands of dollars on your kitchen project, plan on leaving a few thousand extra to hire a lawyer.

The following review is personal opinion, based on our experience with Troy Granite.
By far, the most important decision for your stone project will not be which color, pattern or material type you choose, but rather which contractor you select to work with in your home. If you care at all about the quality of the work to be performed, and if you do not want your finished project to remind you every day that you made a mistake in selecting your contractor, then do not walk away, RUN AWAY from Troy Granite.
While Troy Granite may have been a good company at one time, they now seem to be a disjointed collection of separate departments who do not communicate with each other as they rapidly push through «jobs», and unfortunately, after you have signed the contract, NOBODY AT TROY GRANITE CARES. Nobody at Troy Granite seems to care about quality, honesty, courtesy, or about your expensive investment in your home.
Our experience with Troy Granite:
1. The project was sold when the salesperson included in the scope of work the removal of some existing ceramic tile backsplash. When the crew showed up on the scheduled day to install the countertops, they seemed surprised and unaware that there was any other work involved that needed to be done before installation, and they had brought no special tools or equipment to do this work. In the face of «we can do it, but there might be problems…» (~exact quote) we mutually agreed to continue the installation without the contracted work being performed as we had originally anticipated and expected.
2. While drilling the hole for the kitchen faucet, the installers broke (cracked) the granite between the hole and the sink, one of the most critical spots with respect to countertop strength. (Due to potential settling, granite integrity and strength are more important for our home than might be usual, and this is a significant issue for the longevity of the installation.) Diagnosing this from an emailed photograph only, TG claimed «a fissure — we’ll color it». The next TG installer on site looked at the crack and said (exact quote) «they broke it when drilling the hole».
3. While removing the backsplash from the truck, the initial installation crew broke the backsplash, and were therefore unable to install it. (Not particularly long pieces.) They apologized and a second installation was scheduled for a week later, requiring, once again, both my wife and I to be present (not easy to schedule). Apparently, during the delivery for the second installation attempt (late in the workday), the backsplash was again broken, and the installer did not come to the house, but called minutes before the scheduled time. The shop foreman was called and told specifically that we did not want our backsplash to be a collection of pieces, showing a pattern disruption at each joint, and he agreed. They indicated they had material available and would cut more backsplash. At this time TG indicated this was unusual, and discussed ways to keep the backsplash intact, such as machining a groove and using a metal brace behind the stone.
The third attempt to finish the installation was scheduled, and the crew arrived, but indicated they did NOT have two continuous pieces of backsplash material, but instead were going to install a collection of pieces with multiple joints (another break enroute or simply disregarding quality and wanting to finish the job quickly???). The crew was told this was unacceptable (exact quote from installer «I don’t blame you»), the crew indicated TG had stone material available, and they would go back to the shop. A couple of days later we received a curt voice mail message from our original salesperson saying the multiple pieces installation was «the only option» «there is no other option», and to call them to schedule completion of the project.
We haven’t.
That was over a week ago, and three weeks after the original scheduled installation our kitchen is unfinished, with broken granite and missing backsplash.
Update:
Four weeks they left the third installation attempt, and now almost 2 months after the original installation, with the job still unfinished, and with broken pieces and missing backsplash, we received a Past Due invoice from Troy Granite! Unable to find another local contractor that carried our stone type, and as my wife, who is VERY upset, wanted the project finished (we will soon have numerous guests visiting our home), we acquiesced and had Troy Granite install the broken pieces of backsplash. Nothing was done about the broken main sink piece.
We will live for many years to come with a poorly executed project, not the project we anticipated (granite over ceramic), with broken stone and multiple joints, as we simply cannot afford to have this project redone properly.
Shoddy/​incompetent workmanship — lack of integrity — arrogance — complete ambivalence to quality of work performed and to customer satisfaction.
RUN AWAY from Troy Granite.

What awful service. We were barely given the time of day by the first, non-​English speaking sales rep. He trudged us around with the worst attitude I’ve ever encountered. Then, non-​chalantly threw out the price. My hubby was so upset, he called to speak to the manager. Instead of giving him a straight answer, the manager asked, «What did the other guy tell you?» Really? Shouldn’t it be standard? Believe it or now, we ordered from them bc they had the exact color that matched our bathroom. Promised the piece on Saturday, it still wasn’t ready Sunday and had to be dropped at the job site Monday morning for our remodel. Bad, bad business and pissy salespeople. Go anywhere but here.