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Business Profile

Granite

Granite America
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Granite America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Granite America has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/21/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Ordered Granite countertops for an outdoor kitchen. The template was taken wrong, the company wanted us to cut our cabinets to fit their mistake so they wouldn’t have to recut, they forgot to add logo that was on countertop, forgot about finishing job, and the install took 5 months to complete.

      Business Response

      Date: 10/31/2024

      Thank you for bringing your concerns to our attention. We truly apologize for any inconvenience caused during the installation process of your outdoor kitchen countertops. We understand that there were initial issues with the template and other details, and we appreciate your patience as we worked through these matters.  Our team is dedicated to ensuring every project meets our quality standards, and we did complete the project as promised. We reached out to discuss any remaining details, and we would be happy to address any further questions or concerns you may have. Please feel free to call us at your convenience, as we're committed to ensuring your satisfaction with our work. Thank you again for your feedback and the opportunity to serve you.  

    • Initial Complaint

      Date:07/15/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Ordered two granite pieces from granite america june 28 2024 cam to take measurements. July 2nd 2024 came to in stall, measurements were wrong had to take my sink back to their facility to get correct measurements also the other piece for the kitchen the edges didn't match had to take that back to around 11 am the tech end up coming back that night at 6pm still the overhang was an inch short for my bathroom quartz countertop and the kitchen countertop was off totally. So **** the salesman said he will fix it and find another piece to replace cause the fabricator trashed the other section of the slab. on July 5 2024, so. I never heard nothing back from him so on July 8 2024 I went down to the facility they said **** was on vacation. Some of the employees taught it was funny so I ask for the manager/ owner ** ***** she called my phone and said she will give me a full refund but will not have her tech to come back out to remove the wrong piece they installed so now I'm stuck with this awkward piece on countertop in my freshly remodeling kitchen. So now ** ***** says they don't that work they was just doing me a favor. I've never had a business treat me like this. I had installed a cabinet to make my countertop longer and this piece everything is ruined. I need to replace this. This is the worst experience I've ever had. Giving me back my money don't fix this problem

      Business Response

      Date: 07/18/2024

      Granite America apologizes for any inconvenience caused. The client approached us wanting to add a new piece of granite to an existing countertop, as they had installed new cabinets. We advised that the granite from the same lot would not match and recommended replacing the entire piece. However, the client insisted on adding to the existing top to save on costs.


      Following the client's request, we fabricated the additional piece. Upon installation, the client was dissatisfied with the seam between the new and old tops. As a result, we refunded the entire amount to the client.


      We strive to provide the best service for our customers and recommend replacing the entire top when adding new granite, as it is impossible to match stones from different years. Granite is a natural stone, and each bundle is unique, making it challenging to match seams and match stones when so much time has lapsed.

      Customer Answer

      Date: 07/20/2024



      Complaint: ********



      I am rejecting this response because:



      Sincerely,



      ******** ******

      Customer Answer

      Date: 07/22/2024



      Complaint: ********

      The customer rejected the response, stating the refund the company gave him did not cover the damages they caused.  The customer contends that he will have to replace a pantry cabinet at a cost of $601, a three drawer cabinet at a cost of $310, pay for the removal and installation of the replacement granite at a cost of $323, and pay $200 for the cabinet install.  The customer is requesting the company pay him $1434 to cover these costs incurred due to their negligence.

      Customer Answer

      Date: 08/01/2024

      [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]


      Better Business Bureau:


      In reference to complaint ID *********, , I agree to participate in BBB Mediation.


      Regards,


      ******** ******

      Customer Answer

      Date: 10/01/2024

      [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]


      Better Business Bureau:



      In reference to complaint ID *********, l agree to participate in BBB Arbitration.


      Sincerely,


      ******** ******

      Business Response

      Date: 10/08/2024

      [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]


      Better Business Bureau:



      In reference to complaint ID *********, l agree to participate in BBB Arbitration.


      Sincerely,


      ******** ******

    Granite America is BBB Accredited.

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