Nice materials, horrible installations and customer support.
We used Swan over a year ago ordering granite countertops, cabinets, and tiles for a kitchen remodel and were pleased with the materials and service until last week when our stainless steel undermount sink collapsed through the countertop, bending and cracking our drain pipe and soaking our kitchen floor. We’d been soaking a couple pots and dishes and came home 20 min. later to find the carnage.
When speaking to Swan about it they implied the collapse could only come from misuse and begrudgingly agreed to reinstall it in the same manor it was originally installed even after I’d requested they use wood reinforcements to ensure it was secure. Even though the reinforcements had been left for the workers by Ian, the store manager on a previous visit, the men that came hadn’t even brought a drill and refused to put them in. After speaking with Ian he admitted the brackets used last time were too wide yet still refused to reimburse us for the cost of fixing the pipe or to take any responsibility for the sink collapse.
After about 4 minutes of speaking to him about it he said nothing more would be done and rushed off the phone. Needless to say they didn’t want to do more than the bare minimum and at no point accepted any responsibility for what happened. Unfortunately this experience has showed me how unprofessional they are at dealing with issues that arise out of their poor and dangerous installations and I will never use their services again.
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