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:07/18/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased kitchen countertops and mosaic backsplash from Granite Transformations on 1-26-12, which were installed on 2-22-21. We decided to use this company based on their lifetime warranty and the stated durability of the product compared to natural granite. Within days of installation we reported issues with exposed stones on our countertops. We continued to have ongoing issues with follow through and communication due to multiple changes in store leadership/ownership. At one point they attempted to "fill" the exposed stones, which was a quick fix that ultimately failed and was unsightly to say the least. We are now noticing various spots of fading and "white discoloration" on the countertops, which prompted more attempts to contact the local store and ultimately the corporate office. The local office sent a representative to my home in August 2022 (******************* ************) who states he say a similar issue in a home in Sun City and the product needed to be replaced. He sent his pictures to the corporate office in *****, which is now trying to say that the white fading is a "stain." They are no longer returning my attempts at contact for further discussion. When I reached out to the local store recently, Supervisor "****" said he would charge me a "service fee" to address the exposed stones, despite the fact that the lifetime warranty paperwork clearly states they will cover "repair or replacement including labor charges." Meanwhile, the countertop isn't level which causes water to roll down the front and onto the floor if unnoticed. I believe this company is retaliating against me for my expressed complaint and wants to leave me with a faulty product so this multimillion dollar company isn't out costs. Our total cost was $5362.

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Granite Transition (GT) project to re-face Kitchen and Main Bathroom:******************* came out to our house on Saturday the 4th of September 2021, good visit, like what we saw and heard.Sign contract to replace cabinet fronts in Kitchen and Main Bath, paid half of cost, asked how long for project to be completed, 2 to 3 months, was what we were told.Sat Sept 12th, 2021 - We wanted to go to the showroom to see what we picked out in person, was supposed to meet with *********** showroom. We had it confirmed that he would be there. We were at the showroom and no ****, and the person at the showroom had no clue about us coming in or what we picked, so we were unable to see examples.Sat Sept 12th, 2021 called **** he said he was sorry and that his boss told him to go somewhere else. Red Flag Number one.Sept 21, 2021 No one has called so emailed **** asking the next steps, he said someone will be calling to measure and install date.Week of the 4th of Oct 2021, received a call from the measurers they will be out to measure, picked 8th of Oct 2021 for that measurement. ***** day needing to take Time off.Was called from office manager (she said that was who she was), they said we will have our install done before Thanksgiving 2021.Thanksgiving came and gone no word from company. Red Flag Number Two.Called (GT) company Dec 6th, 7th, 8th, 9th, left message every time, no return calls.There is a lot more information:Oct 3rd, 2022, Had a good talk with the first person in months from this company, she was in **********, and didnt know anything about our job, I sent her this word document. She said she would find out more information and call me back either today or tomorrow. I have a little hope, but this company has to do something for us, we the customer fulfilled our obligation but the company has not. She has not called back.