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Business Profile

Granite

Renaissance Granite

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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  • Initial Complaint

    Date:22/01/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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.
    They sold me a countertop and a sink.
    They came to measure and didn't calculate that the sink that I bought from them wouldn't fit due to the plumbing.

    I had to pay extra to have this rectified.

    They should have considered the sink dimensions to the plumbing when they came to measure.

    ***** ***** ************ *** **** ** ** ** * ********* *********** 
    I would like to receive a price adjustment.

    Thank you

    Business Response

    Date: 02/02/2024

    ****** ** *********** *** *** ***** ** ******** ** **** ** *** ******** Please accept
    this letter of explanation for the claim made by Ms. Paulina ***** ***** ** ********. The claim that is made by Ms. **** is not justified, as she claims
    that the sink did not fit into her cabinet. Here is the full and detailed
    explanation of events that have occurred and noted on customer’s file: December
    16th/2023- Ms. **** visited our showroom on behalf of her mother-in-law, which
    led to her selecting the natural stone for the counter tops. Customer wanted to
    purchase the sink as well. Which we sell, to be convenient to clients and safe
    their time and money. At the time Ms. ****** mother-in-law had her old counter
    tops in place. Price was requested for the countertop removal. However, after
    receiving our regular rate, customer decided that it was out of her budget and
    someone else would be able to do it for her. We asked client to make sure the
    old countertop is removed prior to installation of the new one and the job site
    was cleared for the new sink and the countertop to go in. Please note we
    informed Ms. ****, as we inform all of our clients, plumbing work was not
    included and it is strongly recommended to hire a plumber to do the work. As we
    are not licenced plumbers, we do not have any experience with plumbing and we
    will not give any advice about it. December 22nd/2023 - Laser template and
    measurement for the countertops were completed. The cavity of the sink base
    cabinet was measured to determine what size of the sink will fit into the
    cabinet. As we offer 2 different sizes of undermount sinks. (they are different
    in length, but the depth and width is almost the same on all of them); The main
    and only size we are looking at is the length of the cabinet, to make sure the
    sink will fit in between of the cabinet box gables. These images indicate the
    type of sinks we are selling and the statement showing “Minimum Cabinet size
    requirement.

    January
    5th/2024 – Initially set date for the countertop installation. Upon arrival to
    the job site, our installation crew discovered that the existing countertop was
    still in place. And the job site was not ready for the new countertop, as
    discussed with client on December 16th . The only thing that was done, is the
    sink and faucet have been simply disconnected, but all the old plumbing was
    still in place. After contacting the client over the phone, as she was not on
    site, the mutual agreement has been met. Our installers ended up removing the
    old counter tops. To help customer out, discount was given for the service
    performed. Once countertop was removed, my installers attempted to “dry fit”
    the sink. Which turned out to be not successful, as one of the plumbing pipes
    was on the way. Unfortunately, we could not help or offer our services to the
    client. As this is high risk and a lot of liability that we can not take. Nor
    we have any plumbing knowledge. Customer has been contacted once again and
    asked to get the plumber back to the job site and make a proper job site
    preparation and contact us once the job site was ready for the sink and the
    countertop to be installed. Generally, if any additional trips are required to
    the job site. We would add a fee of $*** pus taxes to the final bill. However,
    this fee was waived as we understand that these types of things happen and want
    to provide the best experience to the client.

    After the
    final invoice was sent to the client. Customer has requested to speak to the
    management. Ms. **** did not think she had to pay the full amount. As she just
    spent extra money for the plumbing, which was not initially accounted in her
    budget. Her request for the discount was denied, with the following reasons: 1)
    Ms. **** purchased the counter tops and the sink from our company. Which we
    delivered and installed 100%. I strongly believe that the result is stunning.
    2) The only reason why sink did not fit is due to the plumbing, which should
    have been completely removed by the plumber prior to the countertop
    installation. Customer has been informed that we do not do any plumbing work
    and has been advised to contact a plumber on the day of ordering the counter
    tops. 3) Customer has received several price adjustments within the time frame
    of this project. Old countertop removal was discounted, and the fee for return
    trip has been waived. Totaling of around $*** plus taxes. 4) Finally, we
    offered to client to extend her due date to pay for the invoice. This way,
    customer would recover from the unexpected bill that was received from the
    plumber. Lastly, would like to add that we treat all the clients equally with
    respect and professionalism. With the years of experience in this industry, all
    our personnel follow the guidelines of this industry and try to offer the
    highest level of experience. Shall you have any other questions, feel free to
    contact us at anytime.

    Best regards,

    Management of Renaissance Granite Ltd. ************ *** **** ****** ********* **

    Customer Answer

    Date: 05/02/2024

     

    Complaint: ********



    I am rejecting this response because:  *** ****** **** **** ******.  The business sells sinks so I bought one from them in order to avoid issues with installation.  When the template was done with the assessment for the work the plumbing dimensions were disregarded by Renaissance and the crews they farm out to do these tasks.  I paid for the removal of the countertop therefore no favour was done in this regard. 

    Vlad's email responses to me were not customer service focused *** ** *** ************* ** *** ********.  He stated that Renaissance Granite is only a granite business and not plumbing.  * **** **** *** ********* **** ***** *****  **** ** *** **** **** **** * ** ******** **** **** **** ** ***** *********  

    **** ******** ** ********* ** ************** *******  **** **** **** **** ** **** ********* * ***** ****** **** *** ** **** ********  

    **** **** ** ****** *** *** *** ****** ALL services have been paid for in full.  *** ***** ***** *** *** **** **** *** ****** ***** **** *** ****** **** **********  * *** ******* **** ** *** **** ****** *** ** ** *** *** ** **** ******  

     

    ****** **** * ***** **** ***** ** *** ***** ******** *** ****** ** **** ******** ****** *** ** *** **** ******** ***** *********** ********  

    *



    Paulina ****

    Business Response

    Date: 12/02/2024

    Thank you Paulina, this is your right to accept or to reject our response. ******** *** ***** *** *** **** ********* 
    ***** ** * ******* *** ** *** ******* *** ************ *** ***** ******** *** ***** ** ********** ***** * *** ****** **** ** **** ******* ** *****

    It seems like you still do not understand why your sink did not fit. From the client's point of view, I 100% understand that you should not know this. This is why, we suggested you to contact the the plumber before the counter top removal. 
    What should of happened is that, the plumber would visit the job site, completely remove the plumbing and prepare everything for the new sink to go in. Unfortunately, this never happened.    

    I would like to point out is that we do not have any hidden fees. All of the costs are up front, ALWAYS HAVE BEEN AND ALWAYS WILL BE. * ** ********* **** ******** ****** Where it clearly states "credit card payments are subject to a 3% processing fee". In order to avoid the fee, you were given an option to pay with cheque or E-transfer.

    Once again, we are sincerely sorry that you had to go above your initial budget. But it is not fair to blame and expect us to pay for something that should of been caught in time by the plumber. 

    Best regards,

    Renaissance Granite Management

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