Complaints

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.

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair 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.

  Mountain Granite installed countertop last November. Their installers loudly dropped their dolly and countertop every step of the way to basement, damaged almost all the stair noses. They did not use anything like drop sheet to protect the stairs. Mountain Granite told me they would fix it. They made me wait almost a year. I am nice to wait so long and chose to trust them. I only emailed them occasionally to remind them. Ten months passed. Now they are telling me: it is my fault, my stair noses are not installed correctly therefore my stairs are not strong enough for them to move countertop, their installers were lucky that they did not get hurt. So it is my responsibility to fix the damage they made.Should I ask a written certificate that my house was built correctly and strong enough for them to move countertop before placing an order?I have other contractors working there every day, moving tools and equipment up and down. No one damaged the stairs until Mountain Granite came.

  

  Business Response

  Date: 18/08/2023

  We have a Settlement between client and Mountain Granite.  

  Customer Answer

  Date: 26/08/2023

   
  Complaint: 20435551
  
  I have accepted their settlement but they have not done what they said.

  As they have done in the past, promised one thing bud did another, they emailed me last Friday, August 18: "early next week they will send $1000.
  

  But I have not received so far. Today is another Saturday.
  Now you can see if they are serious about their business. This is not the first time they say one thing but do another.
  It has been almost a year since they damaged the stairs. 

   

  Below is their email sent on August 18, last *****:

  Subject: RE: [EXTERNAL]Compensation for damage
  
  Good afternoon,
  
  The request for the remittance of $1000.00 will be done early next week.  It will be done by email transfer at *********************
  
  Thank you.
  
  Ozalie ******
  Service - Garantie / Service - Warranty
  Mountain Granite
  425 rue ********
  ******,**
  J0X 3B0
  ************ / ************
  **************************************
  www.mountaingranite.com  

   

  

  Business Response

  Date: 28/08/2023

  Hi,

  Payment of 1000$ was sent by e-transfert on August 22nd 2023 to email requested by the client : ********************** Also, an email was sent to Mr. **** on August 22nd for the password to claim the amount. (see attachement)

  I have attach proof of payment waiting to be accepted by client.

  Thanks