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:08/17/2024

  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.

  Old World Granite installed a granite counter in our remodeled bathroom in mid-December 2023. We were out of town for several weeks in late Dec '23-mid-Jan '24. Somehow, during that time, some liquid hand soap leaked out of the pump on their containers onto the counter and left stains. ******** at OWG said that should not happen if the granite counter was sealed properly. Since ******** and her husband were not in town when the counter was installed, I asked if their employees remembered to properly seal them before installing. She thought they had but she did not supply any proof. We talked and texted several times about someone from OWG coming out to look at the problem. Finding a compatible date for both OWG and us was an issue in winter and early spring. Eventually, OWG stopped answering my phone calls and voice messages. ******** texted for awhile and we supplied some dates in mid June that would work. She wrote she/they would be out that following week. She did not show or call. On July 5, I sent a text asking if she/they could come out the next week. There has been no answer to my text. Since I do not know whether the counter has been properly sealed, I am worried about how to clean it properly. I take a wet (water) washcloth and wipe it down every day. I am not sure it is getting properly sanitized because I don't know what kind of product is safe to use on an unsealed granite counter. I told ******** the stains have faded considerably over time. But I still can't be sure the counter is properly sealed and am worried that something else spilled might cause an even more permanent stain. We paid in full and want OWG to come seal the counter since that was what we paid for, and finish the job properly. Attached pics show the dark stains on the counter right after we found them. The pics with the soap containers show how they were sitting on the counter when found. The stains match the outlines of the soap containers.