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"Very well! Arrived on time and did a great job!"

"We used Emco-Williams 15 years ago and had absolutely no problem. Everything went smooth and we still love the countertops. Based on this good previous experience, we decided to use them again for a new house that we were remodeling. Absolutely nothing went well. We went to their Sevierville office on March 9th 2022 and found granite that was ideal for what we were looking for. We chose African Ivory that they had in stock. Later I was looking at photos online of African Ivory countertops and noticed that there is a lot of variation in slabs. On March 24th I sent our sales person a photo of the slab that we chose and told him that I just wanted to make sure that they had the correct slab. He responded and said that it is the correct slab and that it had our name on it and no one else could take it. The granite was installed on April 20th, but the colors did not look like what I was expecting. The slab that we chose had a lot of dark (looked black) and tan. The countertops installed were a lot lighter and had very little dark and did not have the "movement" of the slab that we chose. I realize that it can look different when cut into countertops , so I studied the pictures and video of the slab that we chose and could not find any of the identifiable patterns in the countertops that they installed for us. I messaged the sales person and told them that it did not look like the slabs that we chose and he assured me that it was what I chose. They had to come back and finish the installation on April 29th and I told the sales person that I wanted to look at the countertops because I still do not think that they are what we chose. He assured me that it was definitely what we ordered but just looked different after it is cut. That same day he called to let me know that he was on his way, but said that they had compared the pictures of the slab that I chose and the finished countertops and that it was not the same. He said that they would give me a good discount or replace them at a discounted price, but that ultimately it would be the owner's decision. He said the owner is very fair and they want the customer to be happy. I called the owner on Monday and he offered me a small discount and told me that they were really nice countertops, even if they were not what I chose. He told me that if I wanted to choose another granite that there would be no discount and I would have to wait an additional 6 weeks to get them installed. I spoke with the sales person and he said he would talk with the owner and get back with me. They sent me photos of a similar granite that had very little of the dark (black) in it and said they would replace it at full price after waiting an additional six weeks. They wanted me to come to their office and look at the different granite - at my expense. I would have to miss work and drive 45 minutes each way. I told the sales person that if I had to wait 6 more weeks for a different granite that I expected a discount on the new granite because of the problems. He said he would talk to the owner and tell him that we need to have another discussion, but the owner never called me back. On May 5th, the sales person said that they wanted me to take they granite that they had in stock, wait six weeks, pay full price and they would cover having the plumbing redone since we have been putting the plumber off until we have the granite done. They also calculated 70 square feet of granite and said that they do not give customers any of the remnants since you only pay for what they install. We calculated what they installed a couple of time and we came up with only 64 square feet. The sales person said it didn't really matter since we had already agreed to a price. We found another granite at one of their suppliers that we liked but they said it was $5 more per square foot and the owner would not do it unless we paid the difference. Pretty much we had to take what they installed or pay more and the prices have increased since we picked the granite initially. We finally decided to take keep the granite and they offered a little more discount - and we just wanted it to be over because they we not the least bit cooperative. On June 3rd, they came out to finish the install and brought an additional piece that we were waiting on (at least they did not charge us more for this additional piece). I had to leave work, again, to meet him and the piece that they brought was not polished on the correct side so he had to take it back to the factory. The sales person did the final install, and I told him that we were not happy with the white silicone around our black farmhouse sink and that the original installer said it would dry translucent. He said that they are using a new silicone and agreed that it does not look good. When he returned later that afternoon with the piece polished correctly (and I left work again) he said that he mentioned the white silicone to the owner and told me that I could go back over it with something darker if I wanted to, but he did not offer for them to do it. This was the worst experience ever and I think that the new owner does not care about the customers like the previous owner did. I am shocked at how many problems that we had and did not get the granite that we ordered and they were willing to make no concessions to get us something that we liked."