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:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased 108 sq ft of granite here for my outdoor kitchen. It was installed about 12 months ago. There is a large 12inch crack that goes completely through the rock. I noticed this crack this week and called the company immediately. I spoke with the owner and they refuse to replace. Their response, "there is no guarantee on our product once it is installed". The owner refused to supply me with written documentation that I signed acknowledging that there is no guarantee or warranty on their product. They had a repair person here today that offered to use crazy glue in the crack. I am looking to have the granite replaced.

  Business Response

  Date: 08/25/2022

  To whom it may concern:
  
  
  
  On May 28, 2021 we installed ***** sq. ft. outdoor kitchen of Santa ******* Light Granite for ********************* in ********, **. Installation was completed and inspected by our team as well as **** and *********************. Wasn't until June 2022 that she contacted us to have the seam redone. We explained to her that due to the cold weather, seams separates during the and its common to redo seam when on outdoor kitchens when its starts to get hot again. We went out on June 27th, 2022 and re-did the seam.
  
  
  
  On August 2022, she reached out again stating that seam separated again and there was also a crack in the granite. First appointment was on August 22, 2022 but unfortunately it was raining and we couldn't do the repair. We rescheduled for August 24, 2022. As an employee was there she called the office demanding that the piece that has the crack in it was replaced. I explained to her that we can replace the piece but there would be a charge to do so but as a courtesy we can repair it at no additional charge although its not covered by the warranty explained in the contracted that she signed at the time of the order. She immediately refused and threatened me to take me to court and quoteblow this up on social media if I didn't replace the piece for free.
  
  
  
  Unfortunately, no granite company in the world will offer any type of warranty because its a natural stone and we have no control over the way its treated or used by the customer. After the call from her, I reached out to my employee and he send me a video of the counters and I learned then that she placed a wood/charcoal pizza oven flat on top of the granite and the heat cracked the granite. I'm not a pizza oven expert but by a simple ****** search I was able to tell that that's not how its suppose to be installed. But being a granite expert, I can tell you that no granite will sustain the direct heat caused by the oven sitting directly on the granite.
  
  
  
  I will attach the signed contract with the warranty information highlighted and the video as well.
  
  
  
  I do not agree with her claims, we will not replace her countertop because we are not at fault.

   

  Sincerly,

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

  Owner

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 08/26/2022

  Unfortunately, we do not agree with your claims and like stated in the previous response we are not at fault. Granite was installed over a year ago and the warranty does not cover cracks.
  
  
  
  Sincerly,
  *************************
  Owner

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****