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Business Profile

Granite

Kustom Granite

This business is NOT BBB Accredited.

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:11/08/2022

    Type:Order 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.
    On or around September 21, 2022 Kustom Granite came out to my home to complete a job adding granite to my kitchen and quartz to my bathroom. They finished the kitchen job but did not complete the bathroom. They were paid in full and the check was cashed. Every week since that time, I asked the status of my bathroom project and have been blown off. I have text message back and forth, and even went into the office to pick out "new" countertops for my bathroom since Kustom Granite Stated they couldn't get the quartz. I picked out new material on October 24th. The company said they would contact me in the next day or to set up finishing my bathroom. They did not. Now all correspondence has gone unanswered. I believe since I paid in full (and indicated on the check they owed me the bathroom quartz), that they have no intent in finishing the job. I have the text messages and copy of the cashed check.

    Business Response

    Date: 11/30/2022

    Dear BBB,

    On September 8, 2022, **** bal came in and ordered a granite countertop and single bowl sink for $1950.00.When the guy went to measure  **** THEN added a vanity top to her order and she was not sure if she wanted it or not.
    I called her and told to come to the shop and select a remnant for the bathroom, she came to the shop and selected a piece. At that time I told her I would do that at no cost. 
    She paid Ck# **** $1200.00 down. She stated she wanted the job finished on the 21 After 12:30 pm. We finished the job on September 21 Just like she wanted.  A week later she paid $800.00 Ck# **** to complete the final payment only for her Kitchen. 
    The last day when we finished her kitchen we did bring a vanity to her house but it was the wrong color. we had to take it back to the shop. I spoke with her over the phone and asked her to come back and pick another piece of remnant because the one she had picked was gone. Then she came picked another piece which is granite not Quartz. I have not had time to do the job for her. I explained that to her on the phone the last time we talked. 
    The last conversation I had with her I mentioned again that the bathroom was for free.
    She has not been calling me every week like she stated. I Have tried to call her on the 27th and she did not answer my call. Last I thing I got from her was a text on November 3rd.

    At this point I don't feel ok to continue working with her. Ask her how much I have to reimburse her other than $50.00. Our agreement was $ 1950.00 to complete the Kitchen at her house located at **** ****** ***** ************** ** ******


    **** *********
    Kustom Granite
    **** ** ***** ****
    ******** ** *****
    *************

    Customer Answer

    Date: 12/01/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my concern. Please see attached statement as it is more than 2000 characters. In addition, the business order should be aware, I have provided the BBB with my cancelled checks and text logs. 

     

    Respectfully,

     

    **** *** 

    Business Response

    Date: 01/17/2023

    Company and customer came to an agreement to settle the matter. 

    Customer Answer

    Date: 01/17/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.



    Regards,


    **** ***








     

    Customer Answer

    Date: 02/01/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    [Provide details of why you are not satisfied with this resolution. Please respond here ONLY] The customer indicated that she has not received the agreed upon settlement check for $200 from the company.



    Regards,



    **** ***

Kustom Granite is NOT a BBB Accredited Business.

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