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:07/14/2024

  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.

  We purchased Granite Counters, full back splash, and a 10 foot Island for our kitchen, custom marble vanity tops for the bathrooms. The counter tops and back splash Were delivered and installed one day and the Island top was delivered and installed a different day. The day of the Island top delivery, the installers were arguing with each other in the the truck parked in the driveway very close to the front door. I was inside waiting for them to come inside, but they were in the truck for a while with the Island top in the truck with them. It was very suspicious that they wouldnt bring the Island Top right inside. Unless something was wrong. I asked the installers if everything was ok ? They replied, yes, everything is fine. Mean while I hear machine running, they were doing something in the truck. After a while the installers brought in the Island Top, installed and left. The next day we noticed a small crack in the corner of the **********. We were very upset. I called and emailed the Manager ************************* from Granite Plus several times, we didnt get any response from him. So I called the Manager at our cabinet company that recommended Granite Plus, he must of called ******* and a day later ******* emailed me back, we set an appointment for a Friday, he never showed up. Ive been in a three car accident a year ago and lost my mother, so I put this on hold due to my medical issues. Called Granite Plus two weeks ago, asked to speak with *******, the reception ask to take all my info, and the issue and she will forward the message to *******, I was asked to take photos of the issue and text them or email them to *******. Two days later ******* emailed me a quote on the cost to repair what the installers broke in the first place. I emailed ******* back, I explained to him that we did not break the corner of the Island Top, the installers broke it, they tried to glue it and sanded and polished it in the truck the day they delivered it. What do we do?Thanks

  Business Response

  Date: 07/17/2024

  Hi ****,
  
  Thank you for reaching out to us and sharing your concerns. We understand how frustrating this situation must be for you.
  
  Firstly, we want to extend our deepest sympathies for your recent losses and the challenges youve faced with your health. We also want to apologize for any inconvenience and stress caused by this issue with your kitchen island.
  
  Regarding the installation of your island, its important to note that our warranty covers the first year following the installation. Your installation was completed over two years ago, which means that the warranty period has unfortunately expired.
  
  At the time of installation, all parts, including the island, were in perfect condition. Any issues arising outside the warranty period are typically considered outside our scope of responsibility. However, we want to assure you that our intention is to provide the best service and support possible, even after the warranty period.
  
  We understand that youve experienced delays and communication gaps in resolving this issue. To address this matter promptly, we are willing to offer a discounted rate for the repair of your island. We aim to ensure you are satisfied with the final result, despite the expired warranty period.
  
  Please let us know if this solution is acceptable to you, and we will proceed accordingly to resolve this matter to your satisfaction.
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  *********************************
  Owner, Granite Plus of America
  ************************************