Complaints

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

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Granite World has 2 locations, listed below.

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  Granite World

  1450 Dixie Hwy. Park Hills, KY 41011

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  Granite World

  3420 Valley Plaza Pkwy Unit E Ft Wright, KY 41017-8166

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:06/06/2023

  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.

  We hired Granite World to install new countertops & a new sink. They disconnected my old sink & did not hook up the new one (This was agreed upon in advance, they just do not hook up sinks. Not an issue). They leave after the countertops are installed & I resume working from home. A few hours later I notice a “shhhhh” noise & come downstairs after a meeting to find the kitchen flooded with standing water on the floor. Under the sink I see a pipe they had disconnected the sink from & it is leaking hot water.
  
  I immediately shut off the main water valve in the basement to stop the water, where I discovered water dripping down from the ceiling & pooling on the flooring & soaking the carpet.
  I notice several spots where water is coming through from the kitchen flooring above dripping into the basement. I call Granite World to report the incident and they send someone to look at the damages. Once they arrive, I express my concern about mold growth under the kitchen laminate flooring, and warping/swelling.
  
  They agree that they will send a team out the next morning at 9 am to get the flooring up to dry it out properly and fix the issues. They never show. I call Granite World to see what is going on. They say they will call me back in 5 minutes with an answer.
  
  An hour later I still have not received a call back so I call Granite World again. The woman answering claims she thought someone else took care of it. She says she will ask her boss.
  
  Finally, Mike, the Granite World owner, calls saying he is not at fault for the leak. He says he is out of town but will call Monday to figure it out and might stop by Tuesday to see it personally.
  
  Then a Contractor Alex calls and he claims he will come by the house later today to drop off fans and dehumidifiers. He doesn't show up when promised so I text Contractor Alex to ask if he has an ETA. I never get a response. He never shows up.
  
  I never hear back from Mike or Alex and they do not show up to repair any damages.