Keramin Tile Style

4400 Dufferin St, Unit B2 Toronto ON M3H 4K7
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HomeStars  >  Tile & Stone Retailers in Noth York  >  Keramin Tile Style  >  Countertop install & Backsplash tiles
FM from Toronto
FM from Toronto
6 reviews Toronto, ON

Countertop install & Backsplash tiles

Finally getting around to writing this review. Bottom line: Don't waste your time, there are tons of other tile places to choose from. We had 2 issues: countertop and backsplash tiles.
In mid-November 2014, we just had our brand new kitchen cabinets installed and now it was time to install a new quartz countertop. We decided to shop for a CNC cut Ceasarstone countertop. After getting a few quotes, we decided to do business with Keramin because they had guaranteed that we could get 2 joints (most other folks quoted 3 joints) and while their quote was slightly higher, it was competitive. One of the the installers came to take the measurements, he was polite and friendly. Everything went well until the day of the installation when one of the countertop pieces was cut too big and they were not able to get it in the house (we have a 2200 sqft house with a decent size kitchen). The installers were very kind in trying to find a solution together, but the only real solution was to either cut a new piece (and get 3 joints) or take apart the kitchen that had just been newly installed. When I called the owners at Keramin to discuss how to solve the issue, they told me that I had to pay another a few hundred dollars for the new stone piece. When I refused to pay more for their mistake (they had my $1,250 deposit), they said that it was my fault because I did not want to dismantle my new custom kitchen (really!). I even called the kitchen cabinet company to discuss the possibility of removing some of the cabinets to fit the countertop (I was willing to do it if it were possible) . The kitchen cabinet company told me that it would be a grave mistake and they had never heard of such a thing in 40 years in business, so we dropped the idea. We went back and forth for several days (costing me more because I had booked other trades that were waiting for the kitchen to be finished to do their work). In the end, after unnecessary stress, back and forth, heated exchanges and wasted time, Eddy agreed to pay for the piece. When the installers came back, they did a good job overall and were very polite and apologetic. The countertop looks good and they did a really nice job with the joints. After this ordeal, we decided to give Keramin a second chance and buy our backsplash tiles with them (fool me twice...yes I know). When we received the delivered tiles, we noticed that they were different then what we had seen on display in the store and unfortunately the color did not work anymore. When we discussed the issue with them, they got very aggressive (we had now become annoying customers) and told us that it is normal and tiles will look different depending on the batch. To avoid anymore pain, we just payed the restocking fee and returned the tiles and were disappointed again. In the end, I give Keramin a generous "2" mostly because the installers did a good job and were a pleasure to work with. The real problem was with the owners.

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Company Response

Hey Fabien
How you been, it has been a long time, it is interesting why it took you almost 2 years to write a review.
Thank you for your review and for your acknowledgement of our process and capabilities with our custom fabrication work and emphasizing that we have a very polite and skilled and professional team of installers, trying to work around the surprises that you made for us a day before the install and after the final template.
We are able to do many things that other companies cannot, such cutting, installing and fabricating a whole kitchen with minimal seams when others cannot, which is made possible by CNC operation. I will share with the readers the below information to understand the scope of work you had with your kitchen design to have an idea of the precision and accuracy of our skills which was provided to you; your total square footage of fabrication and installation was 45.5 sq ft, if any one knows Caeserstone slabs come 120x56 = 46.6 sq ft of raw material, so imagine how we BEAUTIFULLY fabricated for you 45.5 out of it, NO WASTE, even thou you had a U-shape kitchen design.
Furthermore, UNLIKE most companies’ out-there who would reject doing your work when we arrived to project site instead of rejecting the installation and charging you for it, due to these unforeseen circumstances and with no prior notice, we decided to take upon this challenge and complete the install for you. However after trying many solution and ways of doing the installation, it was impossible.
How can you make adjustments and additions to cabinets after a final template has been made?!!!
( seriously?!!)
Suddenly the entry point to your kitchen has changed, which does not allow such whole solid piece of quartz.
Further after we went ‘above a beyond’ to help you with other proposed resolution, you decided to threaten us with a claim to the courts, which makes absolutely no sense, as we had all the rights to behave and act as indicated on each invoice with policies and responsibilities.
And again our approach was a very courteous gesture on our end to help you save the frustration, time and money you would spend to try taking that route.
Regarding the backsplash; you have selected a marble after we have advised repeatedly about the inconsistencies it naturally has, which some people love, but not you. PLUS you took a sample to confirm you like it.
Therefore when you had received your order, you had the arrogance after-all to reject it and hold us accountable for this when we requested a minimal restocking, processing and handling charge, just as any Solid, professional and reputable company would.
In any case, I am happy that you are enjoying your counters and once again thank you for letting us know how we can avoid such issues and learned how to deal with certain customers such as yourself, in order to have future success.
Sincerely Eddy and Keramin Team