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Business Profile

Granite Installation

Premium Granite

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Granite Installation.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/11/2025

    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.
    Premium granite put in our countertops in our new build home. The countertop in the bathroom has a crack in it. ***** came to my house January 20, 2025 and told me he would fix it. When I hadnt heard back from him by March 13 I reached out to him to ask if he was still going to fix it. He said yes, but his staff was out with Covid. He has refused to respond to me since. All of this is verified in a text message.I would like them to fix my countertop

  • Initial Complaint

    Date:08/21/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I first went to Premium Granite in January 2023. My wife and I picked out the products we wanted. The sales *** visited my home to make measurements. When they came to instal the material they ripped out the old and when putting in the new they found out that they measured wrong. They left and were had no countertop in our kitchen. We were instructed to pick out a new piece of material. we promptly did. After a week or so we were informed that the piece we picked out was already sold. So we went to pick another piece out at a larger facility with more options. We submitted the material. I believe this is 3 months later from original instal. They came to instal the new material and its the wrong material. I was told that it was all my fault. I gave photo evidence that it wasn't and the warehouse claimed responsibility for miss labeling. I then picked out another slab of material. I called as often as I was instructed and even more because i wasn't getting any response. I was ignored and lied to. they said they had the slab and it was getting ready to be cut and they didn't have it because after 3 more months I had to go pick out yet another slab. They finally installed that one very poorly (there was only suppose to be one cut where the sink is), not to completion of agreed specifications (I paid extra to have material behind the stove) this is not there(photos attached. they ripped out the old "mistake" and left damage to the wall. I reached out about the incomplete job and the damage and haven't made any contact or received any response from ********* or *****. I've been very patient and calm with them, never been aggressive or disruptive. I paid 5000 dollars.

    Business Response

    Date: 09/05/2024

    The homeowner requested as few seams as possible, with this request it was harder to install, when completed, the homeowner didnt like the direction of some of the design though it. Everything was to ROC Standard, Premium Granite ordered new slabs to redo their whole kitchen $4000.00 in material costs. These slabs were on an A frame along with other slabs, a huge windstorm came through knocked over and shattered all the slabs, found new slabs and got them installed successfully.
    It took longer than we would have liked it to, *** was completed.

  • Initial Complaint

    Date:07/12/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I hired Premium Granite (PG) to cut and install my kitchen countertops (slabs bought elsewhere). Install was completed on 5/12/23. Issues were noted (by myself and PG employee) on the day of install. Employee said that he and PG owner would return the following week to discuss a solution. After several no-call no-shows, workers uninstalled my counters on 5/27/23. Subsequent communication from PG was poor, and stopped completely on 6/8 when I inquired where a piece of slab approx. 74x39, viewable in photos sent from PG, came from (I had previously asked about excess slab and was told that 104x37 was leftover. I paid $500 to have it cut to 97 3/**** for future use.) On 6/15, I went to PG and met with ***** (owner). I informed him of the situation and my desire for a full refund (I had already requested a refund 3x at this point). ***** shared, 'there is only so much that can be done with one slab' (I had provided two slabs), and that a different machine (one that could align veining in slabs) should have been used but wasn't. I was constantly talked over, told 'we think this looks great, but I guess if you're trying to get the 'perfect' kitchen then...', and was never provided an explanation or apology for why I was given incorrect info about my leftover slab (yet while I was there, I was told of several excess pieces, all with usable/sellable dimensions). By the end, ***** offered to see if another matching slab was available for purchase and if so, he would buy the slab and recut a portion of the counter in one of two agreed upon ways. I received a text from ***** on 6/16 stating that he was waiting to hear about available slabs. Since then I have reached out to ***** as well as the ********* several times and have yet to receive a response. I requested and was never provided a receipt for the $500 cash purchase. I have filed a complaint with the **** I am requesting refund of $6031.63. PG has documentation of all costs, photos, etc. but I can provide if needed.

    Business Response

    Date: 01/30/2024

    As far as I know this is settled and should be released?

    Customer Answer

    Date: 01/31/2024


     
     

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