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Business Profile

Granite

Sun Granite & Stone Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In July 2021 we arranged to have Sun Granite install quartz countertops in our residential renovation project. We were directed to their supplier (***** ****** ***) ********* *** ******** ******* to select the design that we preferred. Sun Granite then arranged to secure the required amount of slabs for the project after attending our residence to measure the project. We paid the entire cost of the stone, the cutting and installation to Sun Granite at a cost of $7500.00. The quartz was installed 24 August 2021 and we were very pleased with the product and installation.
    On 11 August 2022 we noted a crack at an inside corner where a cut had been made to the stone. On 25 August I contacted Sun Granite to request a repair or replacement. the manager "*******" asked for photos which were sent to him via text message. In the following weeks he did attend our residence to examine the crack and had an installer attend to seal the crack advising that it would reduce the risk of the crack expanding. ******* advised that the crack was the result of a faulty stone which would be the responsibility of ***** *****. He advised that he would connect with them to resolve the complaint.
    On numerous occasions I have called or attended the Sun Granite office to seek information. We were continually advised that it was a faulty stone not a result of the manufacture and design of the cuts to the stone.
    I have made inquiries with other granite or quartz counter installers and suppliers including ***** ***** who advise that the quartz likely cracked because the corner was cut improperly ( too sharp).
    ******* from Sun Granite continues to maintain that the stone is faulty not the cut. He does agree that it is not the fault of the consumer but that he was provided faulty quartz. Sun Granite has offered to install new quartz without charging labour if we purchase a new slab from ***** ***** at half price. We declined the offer as we have already paid significant amount for the product.

Sun Granite & Stone Inc is NOT a BBB Accredited Business.

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