Backsplash Installation, Countertop and Tile Sealing, Countertop Installation, Countertop Refinishing, Countertop Repair, Countertop Sales, Custom Countertops, Granite Countertops, Marble Countertops, Natural Stone Countertops, Quartz Countertops, Quartzite Countertops, Stone Installation, Stone Sales, Tile Installation, Tile Sales, Wood Countertops, Stone Remnants, Sinks and Faucets
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87 Reviews for Tops Solid Surface
I am the owner of Tops Solid Surface, and while I am sorry that Rachelle Riley did not leave happy, I feel that this post is an inaccurate portrayal of events. Since Mrs. Riley mentioned me specifically, I feel it is within my rights to respond to these allegations directly.
First, I would like to note that the pictures which Mrs. Riley has posted are from BEFORE we conducted our repairs. These pictures are not an accurate representation of the excellent condition which we left her countertops in. Even on the initial installation day, Mrs. Riley left my install team a 10/10 service score and noted that our team showed up on time, that they, the Rileys themselves had inspected the countertops, and that everything was the way the Riley’s expected at the end of the installation.
So, when Mrs. Riley continued to call us after the installation, I was surprised to say the least.
When customers have issues, we do our best to resolve them quickly and to the customer’s level of satisfaction. When an issue arises, we can go back to the home and address and correct any concerns in one visit. We have countless emails from our staff that reviewed all details of her project thoroughly before she committed to her project, and during the entire process. I would also like to note that she had approached my Sales Team with quotes from other companies, requesting discounts multiple times and wanting price matching from Costco.
Across the board, our entire staff, went above and beyond with her. After installation, our team endured countless emails and texts from her requesting discounts (again), readdressing the same installation issues (all of which are well within industry standard for countertops). We set clear expectations up front of what to expect. No one, not my awesome team of installers, not my salespeople, nor our production team desired to have any further interactions with her. That sort of response from my team has simply never happened before. At that point I volunteered to reach out to Mrs. Riley and attempt to satisfy her requests.
I have 2 important responsibilities as an owner – happy customers and happy employees. I determined after my interactions with her that our team should not conduct any further work for her. On very rare occasions, a handful of customers have unrealistic expectations and regardless of how great our processes and people are, this was the situation with Mrs. Riley. Therefore, we opted to not proceed with her tile installation quote and suggested that they look elsewhere for their tile installation.
Her husband then came to our showroom and started cursing us out loudly for not wanting to do the tile work with them. He was kind enough to step outside the shop and discuss the matter with me there, where I provided him with a few local tile contractor contacts.
I then went to her home and addressed every concern with her countertop installation myself. Rachelle at that time agreed that the only outstanding issue at that juncture was the large chip by her window which I agreed had been poorly filled initially.
We happily refilled and refinished the one remaining chip issue and she agreed before we left that it looked good. The pictures which she posted are not an accurate representation of our final work. Mrs. Riley herself agreed that the new chip fills looked good and was happy when we left.
After we left the Rileys then again requested a special warranty which customers must normally agree to purchase prior to their installation. We were able to reach out to our warranty company after the installation and spent extra effort securing the option of the warranty for the Rileys, but the Rileys decided not to respond to my email or voicemail for 2 weeks. The Rileys then requested that we (Tops) cover it for them. Unfortunately, the warranty company was unwilling to fulfill such a request after awaiting a response from the Rileys for 2 weeks.
Despite all of this, Tops continues to stand behind our standard 1-year workmanship warranty and Mrs. Riley is always welcome to reach out to us should they encounter any new issues with their countertops.