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:01/30/2023

  Type:Billing 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.

  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.
  
  I stopped by the main office today because I had received Troy Granite’s response to my initial compliant.   I tried submitting my response but apparently I selected the wrong button and the complaint has been sitting in the que.So I was advised to just send my response to you at the above email address.My response:  When I called to schedule the countertop template I advised that the appliances were not installed.  The sales representative stated no problem.  When the Template tech arrived the appliances were not installed and he could have very simply not taken the template.  He advised no problem and complimented me on the install of cabinets and appliance openings.   When my wife and I went to the store for the countertop layout I advised the representative that appliances were not in place.  He advised no problem. So, if the appliances were a necessary requirement for the template to be fabricated then why did all these employees continue with the process.After several phone calls speaking to all sales people along with an in person visit to the showroom I still  have not heard from the Service manager. A Service Tech finally showed up at the house, looked at the gap between the range & countertop & even videoed it.  He promised that the service manager would call me the next day and again no response from anyone.  And it’s been over two & half weeks. As a licensed home improvement contractor customer satisfaction is paramount.  I have even offered to work with them to correct the problem. Therefore, I feel they have not stood by their contract to provide a quality countertop installation by the so called “Countertop Experts”.They claim to be the countertop experts and have not offered any remedy to this problem. Thank you for your attention.
  
  
  Regards,
  Complaint ID: 18953501
   
  
  
  
   

  

  Business Response

  Date: 02/02/2023

  In accordance with our agreement, Customers' appliances must be present at the job site prior to our arrival in order to prepare for the template process. Unfortunately, your stove was not present. We had verified that the necessary 30 inch space was available, and followed the cabinets accordingly. Try Granite did nothing wrong in this instance. 

  

  Business Response

  Date: 02/27/2023

  We acknowledge our customers' concerns. However, as outlined in paragraph 4 of our agreement, it is stated that all appliances must be present during the template process. In this case, the stove was not on site during the template, which is a crucial element for us to accurately measure and cut countertops.
  The industry standard for stove openings is 30 inches as the dimensions of most stoves are approximately 29 7/8 inches wide, 25-27 inches deep, and 36 inches tall. Which is why to accommodate these dimensions, cabinets are installed with a 30-inch opening. Unfortunately, without the presence of the necessary appliances, we are only able to follow cabinets.
  As a result, we must adhere to the industry standard and leave a 30-inch opening for the stove. At this point, there is nothing further that Troy Granite can do. However, if the customer is unsatisfied with the industry standard gap, they may consider purchasing covers from an appliance store or Home Depot.