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:03/17/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  AGS installed countertops and fireplace surround throughout the house, finished product is very nice. We used high end ********* ********* products, total installed price was more than $33,000. Fireplace surround cracked when fireplace was lit. We learned that ********* is not appropriate for fireplaces because the quartz is subject to "heat shock," although nobody advised the inappropriateness of the product at the time of install.
  
  AGS initially agreed to attempt a repair. The repair was insufficient, both leaving visible scars and leaving the quartz bowed (distending the fireplace frame) and subject to movement by pushing. The fireplace cannot be safely used with the faulty repair.
  
  AGS then agreed to bear the cost of labor to remove and replace, but not to bear the cost of replacement material. We have instead contracted with another provider to remove and replace with suitable material.
  
  We require a refund of the cost of the material and installation.

  Business Response

  Date: 03/31/2025

  We have been in communication with the client to resolve the issue. We have agreed to a resolution.

  Best Regards.

  **** *****

  Customer Answer

  Date: 03/31/2025

  
  I am rejecting this response because the business has refused to make good on the faulty product sold and/or faulty product installation. I have been forced to contract with a separate business to complete the work; the $13,200 approximately that the business charged for the faulty work has not been recovered.
  
  
  
  Sincerely,
  
  
  
  *** *******

  Customer Answer

  Date: 03/31/2025

  Hi - AGS has offered a settlement of our complaint. If that settlement comes through, I will be prepared to withdraw the complaint and treat it as resolved.

  ***

  Customer Answer

  Date: 04/08/2025

  Hi, this is a status update. While *** has told me it will provide a partial refund of my payment, and has "put a check in the mail," that communication was on March 28, 2025, and I have not received the check. Thus, I am still hopeful we have a resolution but it is not complete. 

  ***

  Customer Answer

  Date: 04/14/2025

  Hi, Advanced Granite indicated to me (and reported to you) that they would refund the charge for the faulty install. They have not done so, although more than two weeks has elapsed. As such, I need to proceed with the intervention from BBB to assist in this matter.

  Thank you,

  ***

  Customer Answer

  Date: 05/21/2025

  Hi - I regret that Advanced Granite Solutions has not completed the steps it committed to undertake to resolve this complaint. In particular, *** informed the BBB that it had refunded a portion of its service charge. It did not make that refund. As a result, I have borne the expense of full replacement of the faulty product/flawed install.