Accentcountertops Reviews 2

Great experience - would strongly recommend. Accent Countertops did the fabrication of our quartz countertops and backsplashes. The job was fairly large, and they delivered excellent quality. Communication was reliable and efficient - they were careful and listened to instructions. We were super happy throughout the process and with the final product.

Accent Countertops Review: Proceed with Caution

Overview

Accent Countertops dominates the countertop installation market in the Reno/Sparks area, serving major retailers like Home Depot, Lowe’s, Costco, and Floor & Decor. While their workers are generally professional, our experience with their sales tactics, management, and post-installation service was deeply disappointing for a ~$20,000 project.

Sales Process

We initially contacted Costco, and Accent sent their salesperson, Dillon, to our home for measurements and a quote. His initial price was way high, so we compared it with quotes from Home Depot and Lowe’s. Lowe’s offered a significantly lower price for the same materials and services (minus a Costco cash card rebate). After negotiations, Dillon, representing Costco, lowered his quote but emphasized that choosing Costco would ensure his personal service and oversight, claiming it would be superior to Lowe’s despite Accent handling materials and installations for both contracts. Trusting Costco’s reputation, we chose Dillon’s Costco contract, which was ~$3,500 more than Lowe’s (or ~$1,000 more after accounting for sinks we purchased separately for ~$500 and the Costco rebate).

Installation Experience

Our project involved a main kitchen and a kitchenette. The day before installation, a demolition crew arrived but performed poorly. The workers, who seemed inexperienced, failed to cover areas below the countertops as promised, creating a mess and slightly damaging a machine in a cabinet while breaking apart the old countertop. The next day, installation went smoother under the guidance of an experienced crew leader, Larry. However, issues arose:
• One of three corbels under the island was damaged.
• Drywall cracks and cavities were left behind.
• Several scribe molding pieces under the island were missing.
• A main quartz slab piece in the kitchenette had a chip.
Larry attempted to address the missing scribe molding but couldn’t locate all pieces. He stayed late, noting that some work didn’t meet professional standards, but had to leave for an early job the next day.

Post-Installation Response

After texting photos of the issues to Dillon, he responded quickly, promising to address the issues the next morning. However, Tarah, the Reno branch manager, called instead and was condescending, dismissive and rude. She cited the contract, claiming Accent was only responsible for the chipped quartz and not the other damages. Despite Larry later informing us that he had found and left additional scribe molding pieces on Tarah’s desk, she made no mention of this. When we escalated to Roland Scherbel, the owner, Tarah offered to find a handyman but expected us to cover the costs for repairs caused by Accent’s team. Dillon, despite his earlier promises of personal care, became an absolute no-show, deferring everything to Tarah.

Resolution

We escalated the issue through Costco, who ultimately resolved it to our satisfaction. However, Accent’s handling of the situation was unacceptable. Their sales tactics led us into a more expensive contract thinking the service will be different, and their management refused accountability for damages caused by their crew.

Final Thoughts

While Accent’s workers were mostly professional and there’s a channel to escalate concerns to the owner (together earning 1 star), the company’s lack of accountability, in our experience, was evident. Dillon’s sales promises proved empty, and the branch manager’s condescending attitude was disheartening. We advise caution when dealing with Accent Countertops—carefully compare quotes, scrutinize contracts, and be prepared for potential post-installation challenges. Before and after sales attitude, for us, proved night and day.