Complaints

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• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  I purchased granite countertops from this business. They were installed and within days stained. Th company came to my hoe numerous times to try and fix the problem. The staining continued. I was told in an email the product would be replaced. The CEO, ***** ***** became involved and disputed the replacement.
  
  The product is defective and I would like it removed and my money returned. I have filed a complaint with the DE DOJ. The DOJ contacted the company but did not get a response.

  Business Response

  Date: 05/13/2024

  Good Afternoon, 

  
  Our company: Our Company (That Granite Place/Coastal Countertops) has had an A+ rating for years, and we pride ourselves on doing business the correct way. We are an award winning nationally recognized company that has an immaculate reputation, because we stand by our work. We sell, measure, cut, and install countertop material for the home. 

  Mrs. **** hired us to measure, manufacture and install granite kitchen countertops. On this occasion, we did all of this correctly. Every facet that we controlled was executed flawlessly. We measured it correctly, manufactured it correctly, and installed it correctly. Mrs **** was delighted when we left her home upon installation. Mrs. **** chose granite, and like all granites, we inform our customers that it can stain at times because it is a porous stone. We recommended she purchase a third-party sealer to be put on her stone, which we did. The sealant company then takes over responsibility for any staining and offers a warranty as such directly through the manufacturer. Please keep in mind we do not make the sealer, nor do we make the granite. We just cut it to fit her project. The sealer comes with a warranty from the company, which protects us from any future issues regarding staining. It is like buying a protection plan for a trip or a warranty on an appliance with a third party. 

  Shortly after installing her countertops and leaving her home, we received calls that her stone was stained or discoloring. We cannot control what anyone does on her countertops. Even though she had a warranty with the sealer company, we attempted several times to make her happy by reapplying the sealer and cleaning her countertops. Mrs. **** became very confrontational with multiple staff members because she was upset. I completely understand her being upset, but ultimately, we have no control over what she does in her home or what items she cooks with or uses on her countertops. 

  She accused us of using bad material, this is false we only use teh highest grade materials, and she wanted her whole countertop replaced. We contacted the sealer company, and they stated she had yet to contact them or put in a warranty. We asked her to do so, and she just said she shouldn't have to do that, and she wanted her countertops changed. This is the sole reason you take out the policy in this scenario. 

  Despite Mrs. ****'s dissatisfaction, we made several attempts to address her concerns. We proposed bringing our CEO, production manager, the distributor who sold us the granite slabs, and the sealer company to her home for inspection. However, she declined this offer at the last minute, and this was the last we heard from her. 

  We were more than happy to have the company who sold us the stone look at it and the sealant company, with whom she has a warranty, review it, but we have yet to get that chance. While we understand her being upset TGP/Coastal Countertops did its job perfectly. If she stained her materials she has a warranty with a third party company to try and rectify the situation.

  We would be ore than happy to still schedule this meeting with all people involved but we were not interested in just replacing her kitchen countertops at our total cost because they stained when she has a warranty with the sealant company. Once again we have had an A+ rating before this one incident

  
  

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  May 17, 2024My response to The Granite Place/Coastal Countertops is that within a few days of the granite being installed, Inotified the company that there was staining on the countertop. Ispoke with my sales representative, *******. She instructed me to notify the sealant company, Invisablock and complete a warranty card, which I did. Coastal Countertops statement that I did not is untrue. Please see the email from ***** **** of Invisiblock/JLC technologies. He takes no responsibility either. I forwarded this email to ***** ******* of Coastal Countertops.Invisiblock/JLC Technologes is a company that is used by Coastal Countertops to seal their product. Iwas told by them that this sealant is used on al the granite they sell. This is a company they endorse and offered as part of their sales pitch. This is disingenuous to now fault them and me, the consumer.Coastal Countertops acknowledged that there was a problem and continued to send their employee ***** to my residence. By doing so, they have acknowledged there was and is a problem with the stone. ***** attempted 3 or 4 times ot remedy the stains. Each time, he applied acetone, heated the stain which drew out the moisture and resealed al the countertop. Within a day, the stains reappeared.Coastal countertops sent out their expert ****** to access the situation. ****** looked at the granite and confirmed ti should be replaced. Stating that he had never seen anything like this on granite.Iwas then contacted by ***** *******, who discussed replacing the product with me and saying that she would be sending me samples for my selections. I have documented al of this ni my emails from her with the header, Material Replacement. At this point, some months later, the CEO ***** ***** became involved. Prior to that Ihad no contact with him. Ihave never been confrontational to any of his employees. Al of them Ispoke with were concerned and apologetic for the situation.M.r ***** has not addressed my dissatisfaction and does not want to take responsibility for a product he sells. I have had granite in previous homes and have never experienced any damage like this.tI is irrefutable evidence by their emails and visit to my home that they have established that there is an issue with the stone and refusing to replace ti destroys their own credibility. Having them revisit is amoot point as they have already sent their expert ****** who recommended replacement of their product.Coastal Countertops does not want to take any responsibility. I would like the stone removed and my payment returned. For M.r ***** to state that he does not want to incur the cost of this is inexcusable. He has no problem imposing the cost on the consumer who purchased his defective product.Ihave again included numerous emails and photos to document the issue. Sincerely,
  
  Regards,
  Complaint ID: 21615505