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:09/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In March of 2024, Granite Transformations did a bathroom renovation at our residence. There were numerous issues along the way, one of which was plumbing problems with the plumbers they contract to. Some I got them to resolve, some I had to fix myself or get a plumber to do so.
  
  Several months later, the shower cartridge started to fail as it began passing water when turned off. It got progressively worse, so on August 28th, I contacted Granite Transformations. I was advised by **** that they would contact the plumbers as this would be under Granite Transformations warranty period. They contacted ******** ***** Plumbing, the same company I had issues with before. She stated they set their own schedule and they would contact me.
  
  On September 4th,, a week later, I had not been contacted by ******** *****, so I called them. The plumber I spoke to was aware of the issue. He advised he needed a warranty part and would contact me, “hopefully” later in that day. He never contacted me.
  
  I had contacted the shower system manufacturer (*****) in order to see what the warranty procedure was. They advised they would process a warranty claim in 1-2 days and since they ship from **********, the part would be in ******* within a week. They processed my warranty claim and I received the part in less than a week.
  
  On September 18th, three weeks later, I still had not been contacted by the plumber. I wrote Granite Transformations that morning and proposed that I secure the part and a reliable plumber to install it and they could reimburse me for the cost once I sent them the bill.
  
  I didn't receive a response. The shower was getting worse, wasting water and costing me money. I got a plumber to install the cartridge on September 19th at a cost of $85.00.
  
  On September 20th, I forwarded a copy of the bill and request for reimbursement to Granite Transformations.
  
  I received a reply that Granite Transformations will not reimburse me.

  

  Business Response

  Date: 09/21/2024

  Hey *****. As you know we strive to be a good company with great customer service. This is why you have done multiple jobs with us. Unfortunately we have no control over the plumbing company. I understand it wasn’t your fault or ours. That is why we have to let the plumbing company fix it because it is under their warranty. Normally they do an amazing job and has great customer service. It unfortunate this happened to you. 
  

  we will go  ahead and reimburse you and you can get your own plumber to fix and we with reimburse you for that as well. We will deal with the plumbing company we refer directly to get the reimbursement back from them.  

  Customer Answer

  Date: 09/21/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22316212, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  This is exactly the remedy I requested originally from Granite Transformations and it's a shame it had to go thru the BBB to get it.  That said, I'm very grateful to the BBB for all the things it does and is so helpful in resolving issues between businesses and consumers.  Thank you BBB!
  
  
  
  Regards,
  
  
  ***** ****
  
  
  
   
  

• Initial Complaint

  Date:09/11/2024

  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.

  ********** ********** is refusing to refund a $1500 deposit. No services have been performed, no products have been provided. The company is claiming that they ordered a Rubber Stone product on our behalf and therefore we are subject to a $1000 "restocking fee.
  We have NO written contact or paperwork of any kind. We did not know of, or authorize any order. We have made two (2) verbal and two (2) written (email) requests for the refund.

  

  Business Response

  Date: 09/11/2024

  Please see the attached agreement that was signed. Once an agreement is signed we order material and give you dates. You accepted October dates. We then called and asked if you wanted to move up into September and you kindly agreed. A week or two before the install you have decided to cancel. We already ordered material and put you on the schedule where other people could have been placed if we ordered their material instead. This gives us no time. Normally we have a non-cancelation policy after the three days but we like to provied our customers the oppertunity because we dont feel like it is right to force someone to move forward. So all we ask for is the cancelation fee of 20% to cover some costs. Again this would have been waived if you canceled within a reasonable amount of time and we didnt order your material. 

  We have offered to give you back the full amount but you need to sign the agreement that you will take down all the malicious comments that you have been making online that was totaly out of our control and it is not fare. We are very easy to work with and we have great reviews. 

  Customer Answer

  Date: 09/13/2024

  Nearly everything the business is stating is completely false. We were absolutely NOT scheduled for install in September. In fact we were not scheduled to have anything installed until PERHAPS October. We only spoke with the sales rep, and we informed him that we would be out of the country until October. We did NOT authorize the ordering of any product. We had no knowledge of this until the office called (*****) and tried to talk us into installation in September. We did not cancel "a week before installation". We had nothing scheduled! It was at this point that were informed of product on order and given copies of docs. We had NO FIRM AGREEMENT prior to this as the sales rep provided nothing.

  This is classic contractor bait and switch!

  Now what the VP (Ms. ****) is saying is that we have two choices:

  1. Pay the "restocking fee" (by the way this product is nothing more than concrete coating. A product and process that they should be doing EVERY DAY) $1005 of the $1500 down payment. This would result in us paying them over $1000 for doing ABSOLUTELY NOTHING. 

  2. Move forward with the "installation". In other words allow a hostile and I believe, highly suspicious, company to alter our home!

  All we are asking is that they return the $1500 down payment. We are not asking for them to admit wrong-doing, though they have done.

  

  Business Response

  Date: 09/14/2024

  Thank you for your patience as we address your recent complaint. Please find the attached signed agreement for your reference.
  As part of our process, once an agreement is in place, we need to order materials specific to the job. This is why our policy includes a restocking/cancellation fee. All related documents are available in our ****** portal, which you should have access to. You should also receive an email with the relevant documentation. If you encounter any issues accessing the portal, please feel free to contact us for assistance.
  We understand that unforeseen circumstances can lead to last-minute cancellations. While these situations can impact our scheduling and material orders, we strive to balance the needs of our clients with the operational requirements of our business and our employees.
  To address your concerns, we have decided to issue a full refund. We value your satisfaction and appreciate your understanding as we work to find the best solutions for everyone involved.

• Initial Complaint

  Date:08/10/2023

  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.

  On March 3, 2023 I contracted with Granite Transformations to do counter and cabinet refacing. I was still shopping cabinet refacing but they told me if I signed that day I would get better pricing and I could cancel within 3 days if I went with someone else. That's exactly what I did and they gave me a receipt showing that part was cancelled. I went through their financing company that had a same as cash deal as long as it was paid off within the required date. In June I got my first bill from *****, the company they deal with, and saw that they never credited me the $11,238 that the cabinet refacing. Apparently they were advertising themselves as Granite Transformations by Aesops Gables and now Aesops Gables (using the same address of ******************************, has sold this back to Granite Transformations. So Aesops kept my money and never told the financing company. Aesops told me they would correct it several times - I have emails to prove it - and they outright lied to me stating the problem would be corrected, then **** - no one I was working with is with the company anymore - or at least their email account is no longer active. Neither Aesops or Granite Transformations will take responsibility for the amount I was charged and now I'm left to pay it, even though I never received the product.

  

  Business Response

  Date: 08/11/2023

  I understand your frustration, and we talked to you over the phone and helped you as much as I could. We are the ones that even gave you a copy of all this paperwork so you can go after the company you signed the agreement with and approved for them to collect all your money. I am the previous owner and had to take it over because Aesops Gables is no longer in business. We told you, you need to go after the finance company since you signed off on giving Aesops Gables all the money up front. You should have the proof that you canceled within the three days so you need to go after the finance company and have them take it off of your account. I have no money to give back to you for this job. I truly wish I could help more and this didn't happen to you. Please reach out to the finance company and ***** the owner of Aesops Gables. Also, you can reach out to the *** and we can help you out with whatever information they would need from us to help get this off your finance account. Thank you for your understanding.  

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 6/23/23 I called tregarding chips in my counter top. I sent pictures and a compnay called me to say that it was $200 to fix. I called back and spoke to **** stating that I have a lifetime warranty on my counter tops. They said they dont offer that. I said I have it in writing. I sent them what I have, will all the documentation in an email on 6/28/2023. I have not heard back as they dont seem to know how to handle the matter. An email on 7/13/23 from me asking if they received my info, this is what I got back "Yes we received it, we are in the process of figuring out how to handle this issue " I sent a text through thier web site on 7/17/2023, no answer back. I called also on 7/17/2023, left message, again nothing. I have all the emails regarding this and am not getting any responce from them.

  

  Business Response

  Date: 07/19/2023

  I am sorry you are having this issue. My name is ***** and I am the original owner of Granite Transformations and I just took it back over. We did have to get a new phone number so I wonder if you called the right number. ************. Please call in again and I will speak to **** about sending someone out to fill in the pits. 

  Thank you!

  Customer Answer

  Date: 07/22/2023

  I would like to talk to the owner directly and not to **** as I leave messages and never get a return call.  I was also told by the operations manager that I woudl have to pay for the repair.  INo one seems to want to speak to me, its all through emails and lack of customer service.

   

  **** ****

  **********

  

  Business Response

  Date: 07/24/2023

  We will be calling you today to get you on the schedule. 

  Customer Answer

  Date: 07/26/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  **** ****