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:02/01/2025

  Type:Service or Repair 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.

  The faucet hole cut wrong. I had my plumber to correct because we had been without water for 1 month and 1 week. You all did not return when you said you would. The back splash cut one inch shorter than it suppose to be.

  Business Response

  Date: 02/14/2025

  11/25/2024 Order was placed with Lowes

  11/26/2024 Template of the customers job was scheduled

  12/04/2024 Template was completed, and Template Document was signed by Mrs. ***** approving all selections including the Kitchen Sink and Faucet hole information. Attached (Labeled ****** Report for *****) 

  12/05/2024 Email was sent to Mrs. ***** finalizing the order and again the Kitchen sink and Faucet hole information was confirmed. Attached (Labeled as ***** Template Results) 

  12/05/2024. Confirmation of approved selections sent to ****** as well for Final Job Approval. 

  12/07/2024 All Special-order materials including sink was ordered per approved selections. 

  12/09/2024 All Material arrived Mrs. ***** was contacted to schedule the job, 

  12/18/2024 ***************** arrived to install the countertops and sink for Mrs. ****** Mrs. ***** noticed that our installer had the incorrect sink for her home, and she was correct. Our installer had two similar sinks on his truck that day for two different jobs and had accidently brought the incorrect sink in and didn't realize he did have the correct sink in his truck. 

  12/18/2024 We later in the day figured out what happened and let Mrs. ***** know that she was correct and that we had the right sink. 

  12/20/2024 Our installation crew arrives with the correct sink to complete the install. Mrs. ***** tells the install crew that we again have the incorrect sink. She claimed it was supposed to be a stainless-steel sink single bowl sink. The installer left. 

  12/21/2024 **** ***** reaches out to our account manager stating that the sink and faucet hole layout were incorrect. We responded back the same day showing Mrs. ***** that we indeed have the correct sink and the correct faucet hole layout per all the signed documentation. 

  12/23/2024 We notified the ****** store that the customer was having issues with the sink and faucet layout and provided all documentation. 

  01/09/2025 Lowes contacted us and sent us a Purchase Order to install a sink that was provided by Mrs. ****** The delay of Christmas holidays and New Year was in no way facilitated by us but was the time needed for ****** and the customer to come to a resolution to her issues. 

  01/15/2025 We arrived to install the new sink and drill additional faucet holes for Mrs. ****** (Attached) Labeled as l-davis191kd site audit)

  01/16/2025 Mrs. ***** contacts our customer service and say that the backsplash height is incorrect. This was the 1st time we heard about this issue. It was reviewed and was in fact correct but Mrs. ***** wanted it to cover her old backsplash height in order for her not to have to touch up the walls. 

  01/16/2025 Our customer service department reached back out to Mrs. ***** and agreed we would replace the backsplash for her. Mrs. ***** declined the offer and said " just leave it alone, I don't want it replaced".

  01/16/2025 Mrs. ***** then made several calls to our offices demanding a refund for her sink. We explained that all those details were worked out with her and ****** and that she would have to contact them for any additional refunds. 

  Please let me know if you need any further information or details. 

   

   

   

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22888501
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22888501
  
  I am rejecting this response because: I spoke with ******* with Granco Granite 12.18.24 about the back splash was too short per ****** the first installer.  He told me that it might go up higher because the counter was thicker but if it did not they would redo the back splash. Til this day the backsplash has not been done.  The sink they brought was a black single sink and I had ordered a double stainless steel sink.   I had to go to Lowes and purchase another sink and took it home with me
  ******** from Lowes stated they would contact Granco Granite to have the black single sink removed from bill. I also tried to contact them about the sink that I do not have been removed from my bill.  I am not  paying for a sink I do not have.  I called several times to speak with ******* at Granco Granite and left a message with ******* to have ******* call me.  He has not called me back to this day.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/25/2025

  Mrs. *****,

    I have shown in multiple documents where we confirmed both the black single bowl sink and faucet information were correct. Not sure why you are upset with us at all. GranCo is not the point of sell nor did we collect any funds from you for the sink or any part of this job and we have explained this again multiple times that ****** would be the one to refund your money if that is what they have agreed to do. Our account specialist is working on your behalf with ****** to get this handled for you but takes some time going through the corporate channels. In speaking with the account specialist this morning, she said she is making progress and that ****** should be contacting you shortly to go over the details. 

  I pulled the audio file from your call with ******* on 12-18-2024 when he called you to schedule the backsplash service. You clearly told him you did not want to move forward with that service, and we closed the file. If you have now decided that you would like to reschedule the service to replace your backsplash with a higher one, we would gladly do that for you. If you decide to move forward with this service or wish to speak with me in regard to this matter, you can reach myself or ******* at ************.

   

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair 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.

  Granco Granite company (GranCo******) in *********, Ga fabricated custom quartz countertops for our residential bathrooms. We found and contracted this supplier through *************. The sink cuts in the custom countertops were cut onsite at our home. The sink cuts made by the installer were made in error. The sink cut made in the first bathroom was 12 off from the newly installed plumbing so it cannot be used. He mistakenly aligned the cut with the cabinet doors which were off-center rather than the plumbing drain which was on-center within the cabinet. The installer asked an unauthorized person in our home for approval, but never asked the authorized paying customer for approval of this cut. The second bathroom was also cut improperly. He misaligned the countertop sink cut with the pre-cut hole in the custom vanity and had to make significant cuts in the wood and force it to fit. The sink cuts in both bathrooms were unauthorized by me - the Granco customer. When contacted, ********************** refused to take responsibility for this installer error. They have no signed documentation that these sink cuts were authorized by the customer who fully paid for this material and installation prior to installation. The installer was rude and bullying. He refused to remove his erroneous countertop. The project manager instructed him to leave the erroneous countertop in our home even after we requested that he remove it. Granco cannot produce a work order with signed customer authorization to cut the sinks. ********************** is holding us liable for this installer error. When contacted, the project manager and supervisor were defensive, combative, unapologetic, and solely focused on the bottom-line profitability rather than customer experience and satisfaction. The installer ripped the custom vanity apart, he was so aggressive, we wanted him out of our home. The project manager was indifferent about the problems we were having with the installer. Granco has not resolved any of these complaints.

  Business Response

  Date: 02/10/2025

  We were contracted by Floors and Decor to install vanity tops for Mr. *** ******. We arrived as scheduled with the tops to perform the installation. We were greeted by an adult female who allowed our installation crew into the home. The female directed our installer as to the area the vanity tops would be installed. Our installer then asked the female if she had a preference as to where the sink location would be in the vanity tops. She directed our installer to the placement of the sink cutouts and the work was performed. As the installer was wrapping up the job Mr. ****** came into the room and advised the installer that the sink location was wrong. The installer advised Mr. ****** that the location was dictated by the female who let our installer into the home and had shown him exactly where she wanted the sink placement to be. The installer then advised Mr. ****** that he did not know what to do and to please contact Floors and Decor or our office. The installer completed the job and left. At no time was the installer, project manager, or supervisor's defensive, combative, or unapologetic. Instead, we assisted Mr. ****** in getting further assistance and resolution from Floors and Decor since this was not an error on our part. To my understanding Floor and Decor is as of 2/07/2025 refunding his money and Mr. ****** is keeping his vanity tops provided by GranCo through Floor and Decor. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22871609
  
  I am rejecting this response because:

  The  company response is a very general overview written by a person that was not at my residence. It is not accurate, it accuses me of lying about the installer experience, and it does not represent the actual account of installer error properly.

  For context, I have never taken the time or have been frustrated enough by a company's service to submit a complaint to BBB. This is the first. I am 61.  I've renovated 5 homes and 4 commercial spaces. I thought others should know to "let the buyer beware" when it comes to Granco Granite installation services. I have not and will not disparage the company on social media. I believe this is a more professional approach to incite accountablity for installation errors. 

  I really don't have anymore time to spend on Granco Granite poor installation services, but in fairness to the process I will make this response to the company response.

  A. Granco Granite Negligent Installation Process

  - The Granco Granite installer arrived 4 hours late.

  - The installer never asked to meet the home owner, authorized decision maker, paying customer, or the project manager.

  - The installer never introduced himself to me, or asked to meet me, or consult with me. I was just in the other room on a conference call that was specifically scheduled after the installer's missed appointment.

  - I am the homeowner and the authorized paying customer. The installer never bothered to establish that or meet me. Instead, he just rushed into the house because he was off his schedule and started measuring, talking to unauthorized people in my home, and cutting the custom material. The installer assumed my temporary house guest was my spouse - she was not.

  - The installer strongly suggested to this person, who was unauthorized to be involved, where he thought the cut should be made. He said it should be made off-center on the asymmetrical cabinets rather than centered on the plumbing recently installed in the wall. This was his idea, his suggestion, not hers. 

  - My guest took his word and agreed to his suggestion because he was the countertop professional. She didn't know about plumbing. She shouldn't have agreed that true, but she was just trying to help because I was on a call at that moment. The installer made the suggestion, not my guest. The installer should have known where the sink cut would be on the work order when he arrived. He did not. He should have used his eyes to see where the plumbing and p-trap notch weresituated. He did not. The installer shouldn't have strongly recommended creative ideas to unauthorized house guest unrelated to the project. He never established anything, never requested signature, never referred to the specs that were supplied to Granco Granite. 

  - The installer could clearly see the plumbing and the p-trap notch in the shelf below were both 12 " to the right of where he suggested the sink cut. This is represented in the images I submitted.

  - The installer made this erroneous cut within approximately ***** minutes of his arrival. When I got off my call just after his cut, I asked him why he didn't align the sink with he plumbing. He said "some people do it that way because of the asymmetrical doors." 

  - The installer was frazzled, in a hurry, bullish and bossy. He seemed to be behind on his schedule and he had 3-5 other countertops on his trailer - perhaps scheduled to install later that day.

  - I provided the vanity specifications were provided to Granco on 11/14/24. Page 3 of the ***** ****** ******** Vanity installation manual illustrates the plumbing inset allowing for the p-trap at the center of the unit with 21 7/8 on either side of center (see attached).

  - His error has forced me to either move the recently installed plumbing or replace the erroneously cut countertop after I fully paid and waited 2 months for the material.

  - Granco Granite cannot produce signed documentation by the authorized paying customer to for this sink cut. They don't have it because their process is negligent, which lead to installer error. 

   

  B. Customer Experience After the Installer Error

  - When I spoke with Granco Granite project manager and supervisor, they were both defensive and started finger-pointing almost immediately (within 2 minutes) suggesting that i would have to pay to replace the installer error.

  - The installer error occurred on 1/27/25. I sent 4 emails to Granco with complete documentation of the occurrence. I did not receive a phone call or an email for 1 week - 2/3/25. They were remarkably unconcerned about the resolution, customer experience or satisfaction. I never received one fallow-up call from Granco, jut short responses to my outbound emails. This speaks for itself, they really don't care about customer satisfaction or resolution. I had to push, push, push. That is a very unprofessional approach to errors in business that can occur any day.

  - I worked through management channels with Floor & Decor to achieve the resolution. The resolution was not initiated by Granco, It was initiated with Floor & Decor by me, and Floor & Decor agreed to it because Granco Granite is their business partner. They did the respectable and right thing to support the customer after thier business partner's error.

  - Floor & Decor finally came top the table on 2/7/25 with an acceptable resolution in the form of a refund, but I spent time across 6-7 business days after my Granco Granite installer experience on 1/27/25 to work on resolving this installer error.

  - The installer error stalled my contractors.

  - I spent two days this week driving around ******* (2/10 and 2/11) trying to shop for remnant countertop material to replace the Granco installer error.

  - In summary, Granco Granite product is good quality. Their installation process is incomplete (no customer consultation and authorization) negligent (no approval documentation or regard for the specifications provided by the customer), has poor quality assurance (prone to errors). The installation team, in our case, was unprofessional, rude, bullish and disregarded several customer suggestions and requests. The installer subjected Granco Granite to liability produced by unauthorized installation errors. Simple drawings and signed customer documentation could have proivrnted all of this. But Granco never asked the customer. They just let the installer make suggestions. No where in the custom countertop process did Granco either ask me or get my approval to make the custom cut in the materials where they did. Otherwise, I would not be complaining about their error. They have no documentation of my approval, no signature, no forms even inquiring where the sink should be cut.

  - Fortunately Floor & Decor came to the table on this with an acceptable resolution. I am grateful for them backing their business partner.

  Sincerely,
  
  *** ******

  Business Response

  Date: 02/25/2025

  Mr. ******, I believe that you were totally frustrated with this process and for that I do apologize. **************** is what ********************** strives for in all circumstances. In this case it appears that we failed. When we are subcontracted by another provider our hands can be tied in what we are allowed to say or how we handle a given circumstance. I am not blaming the other vendor but more hope you understand that some of your frustrations are directly tied to the relationship we have and agreements we are bound to in these type circumstances. Whether or not we are to blame for not making sure we were speaking to the right person in your home, or the "guest" is to blame for approving the cutout location resulting in you being unhappy is neither here or there at this point. We contacted the original point of sale to let them know what happened and the fact that you were unhappy. Unfortunately, we are not allowed at that point to make any decisions until we receive further instructions from the original point of contact of the sell. Not saying that we could not have agreed to full replacement without having them involved but because of the feedback from **************** and our installation crews we felt whether right or wrong that we needed to be compensated for any remake in this situation. 

    I am glad that this had been handled and that you are satisfied with the end result. I apologize for the inconvenience you experienced. I hope the brief explanation above helps you to better understand why this happened. GranCo installs ****** jobs per week and *****% of those customers absolutely love our products and services. That does not mean that we can't learn from these situations, and I will be implementing a new policy that before the install is scheduled with a client that the layouts showing the exact location needs to be signed off by the client. My hope is this will keep any further clients from facing the inconveniences you endured. Please don't hesitate to reach out if you need anything else or need any further help with your vanity tops.