April Hardee
I debated whether to leave this review because the stone itself is beautiful and the installation was not overtly sloppy. Unfortunately, the overall experience was disappointing and ultimately eroded my trust in this company. We hired Marble Unlimited to fabricate and install a bathroom vanity top and kitchen countertops. The vanity piece installed was not leathered to match the slab I selected, and while I allowed installation to proceed to avoid delays, I raised the issue and asked for reasonable reciprocity. During kitchen slab selection, one of the owner’s sons was awkward and dismissive, making what should have been a collaborative process uncomfortable. The kitchen slab also contained a visible repaired fissure at installation. Months later, the stone cracked under normal residential use (a sous-vide application). When I raised this, I was met with rigid warranty language and repeated denials of responsibility, despite the known pre-existing condition. I attempted good-faith resolution, including third-party input and proposed settlement or repair options, all of which were dismissed. What made this especially frustrating was not just the crack itself, but the posture taken once an issue arose — technical positioning and formal denials rather than collaboration. That approach may protect a contract, but it does not build trust. Jennifer — I recognize you may feel inclined to respond with technical or contractual explanations absolving your company of responsibility. That may be your position, but it does not change how disappointing this experience was as a client. I chose not to pursue court action not because the issue was insignificant, but because the cost to my time and well-being outweighed the benefit. As an area realtor, this was also a missed opportunity for future referrals and repeat business. Ultimately, reimbursement was never my primary concern. The more lasting issue is living with a countertop that now feels vulnerable in the most prep-heavy area of our kitchen. I hope future clients never need post-installation support. If they do, I hope they receive a more collaborative and human response than I did. * I want to clarify a few points from Jennifer's response to ensure accuracy for anyone reading. At no point did I place a hot pan directly from the stove onto the countertop. The cracking occurred during a sous-vide application at approximately 155°F, and I was present when the sound of cracking occurred. The slab installed already contained a repaired fissure at installation, which was acknowledged at the time and deemed acceptable by Marble Unlimited. Regarding the bathroom vanity, the finish ultimately installed did not match the slab I originally selected, which contributed to the broader disappointment with the project. My review reflects my lived experience as a client — not a dispute over whether warranty language exists, but how concerns were handled once issues arose. I’m sharing this so future clients can make informed decisions.
