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Business Profile

Countertops

Prestige Granite Countertops, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:07/27/2023

    Type:Service or Repair 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.
    On 6/30/2023, Prestige came to install my countertops. They had been there roughly 2 weeks prior to measure after the countertops had been removed. When they came to install the countertops, they did so. However, the installation of a deeper sink than previous broke the existing pipe. When I asked them why they did not remove the pipe or tell me it should have been removed they explained that even though they knew the pipe should have been removed (they said they noticed it was there during installation and should not have been there) that it was not their responsibility to remove it. In addition, it was not their responsibility to tell me it should have been removed. They said it was my responsibility as the homeowner to know that the sink I requested was deeper than the previous sink and it was my responsibility to know that pipe should have been removed. I was absolutely flabbergasted. I have never had countertops installed before. That is why I hired someone to install them. I expected them to walk me through the process of what needed to be done - even if they wouldn't do it themselves I expected them to tell me if something needed to be done prior to installation. The pipe they broke was a drain pipe in a condo so the water came in a few hours after installation when my neighbor came home from work and used his kitchen sink (we were not living in our condo so we did not use the water prior to our neighbor coming home). Prestige says it is a coincidence that we had no water issues prior to installation and after installation we had water draining from a pipe hanging from the wall. The deeper sink pushed down so hard on the pipe that it broke it at the wall. They said I couldn't prove that they broke the pipe. I paid a $250 installation fee and a $900 maintenance bill to fix my plumbing and my neighbors' plumbing which included water remediation. Prestige let me not pay the $400 I had remaining on my balance. I want people to be warned about this awful business.

    Customer Answer

    Date: 07/27/2023

    I would love to get my money back for the maintenance bill. They did not require I pay the $435 I had left over but the maintenance bill was $910. 

    Customer Answer

    Date: 08/09/2023

     

    Complaint: ********
     

    I am rejecting this response because: It is inaccurate. However, I need more time to provide documentation and respond accurately. I will send an updated response within 1 week from today. 



    Sincerely,



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

Prestige Granite Countertops, LLC is BBB Accredited.

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