Complaints

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

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Granite Outlet Of Maryland, Inc. has 5 locations, listed below.

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  Granite Outlet Of Maryland, Inc.

  8438 Veterans Hwy Millersville, MD 21108-1403

  
• 

  Granite Outlet Of Maryland, Inc.

  6301 Foxley Rd STE 104 Upper Marlboro, MD 20772-3700

• 

  Granite Outlet Of Maryland, Inc.

  56 W Timonium Rd Timonium, MD 21093-3198

  
• 

  Granite Outlet Of Maryland, Inc.

  10820 Hanna St Beltsville, MD 20705-2134

• 

  Granite Outlet Of Maryland, Inc.

  Alexandria, VA 22310

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:10/31/2024

  Type:Product 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.

  The quartz for the countertop was cut too small for the space in which it needs to fit. The installers from Granite Outlet even said that it was cut and/or measured incorrectly.We are seeking a refund to compensate us for the extra expense it will take to get the job done right and eliminate the large gaps between the sides of the countertop and our walls.

  Business Response

  Date: 11/01/2024

  Please see attached file for rebuttal

  Thank you,

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22495099
  
  I am rejecting this response because:

  There is no resolution. Please see new document attached.

  
  Sincerely,
  
  *** *******

  Customer Answer

  Date: 11/13/2024

  Hello,

  We responded to the business' response that we did not accept their solution. (They did not really propose a solution, they just attempted to divert attention from the facts.) We wanted to know how the process moves forward from here. Does the business respond again or does the BBB step in? We are also wanting to know timeframes because our bathroom remodel is at a complete stand still until this is resolved.

  Thank you in advance for your help!

  ***

  Business Response

  Date: 11/22/2024

       There is no solution.  We installed the countertop and sent the final pics, we gave the customer many discounts.  The customer was tiling and the job was complete.  I believe I may have attached the invoice and what the customer paid showing all the discounts to help the customer and the contractor.  If I did not, it is attached to this email.  Please let me know if you have any other questions.

  
  

  Thank you,

  
  

  ***** ***** / Accounting Manager

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

  Customer Answer

  Date: 11/22/2024

  
  Complaint: 22495099
  
  I am rejecting this response because:

  The only discount that we received was $300 after the countertop was not cut properly.

  The previous amounts taken off were the contractor's discount and a partial refund of the price paid for the cabinetry because the final cabinetry was smaller and therefore cost less.

  We originally only wanted to have the countertop recut properly. When Granite Outlet made it clear that they would not recut the countertop to fix the problem we asked for a discount to try to help offset the cost of having the tile removed from the wall and re-set to close the gaps around the countertop. Please see the attached change order from our contractor.

  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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 stopped by in person to Granite Outlet in search of a piece of matching granite 25x36 inches to extend an existing counter in my house. When initially looking through the samples they had i thought i found one that was a match. The sales person said before they would cut it to the size of 25x36 and istall i would need to pay 50% of the material and install charge ($282.47) They explained the process was to stop out and make sure my desired size of 25x36 inches was correct and then they would cut it and bring it back out for install.
  Before the piece was to be picked up and shipped to beltsville where it would be cut and returned to installer i decided to take a sample up and match itn exactly outside in their yard. I notced it was not an exact match and returned to the office to explain i did not want it delivered to beltsville to be cut and installed becaue it didn't match and would not work. They then said I would only get back $82 back and they would keep $200 for not buying the mismatched granite. They acnowledged the granite doesn't match and they have no matching to install but they say they now want $200 for the guy that measured my granite after i gave them the measurements This was never disclosed when i initially came in and the sales person said i was paying for the material and install as stated on the receipt.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 22, 2023/01/17) */
  This just came to my knowledge at Customer Service
  We will be conducting a thorough investigation on what happened and to get first hand information from those the customer interrated with.
  
  We hope to reach out to thecustomer for further action
  
  
  Consumer Response /* (3000, 24, 2023/01/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I tried to resolve in person with the same person and then again with the manager at the front door. He would not accept any type of compromise and wasted my time coming to the outlet in person
  He said give it a couple days and he would contact his associate
  
  The bottom line is the scrap remnant I looked at did not match my existing counter after taking a second look at it They did not have a matching remnant so I asked for my money back.
  
  Thanks ************
  
  
  Business Response /* (4000, 26, 2023/01/24) */
  Customer came in to buy a remnant to match what he already has in his kitchen. His wife suggested that she'd rather have the whole kitchen redone(countertops only) with quartz. I told them that if we are installing, we always send a tech to measure. They agreed and that was when his wife said they should just measure the whole countertops so that I can give a quote. I told them we require either a $200 deposit for measurement alone which is nonrefundable after the measurement has been completed, or a 50% deposit to reserve the material so that another sales person will not sell it and they agreed to pay the 50% in the amount of $282.47 which also goes towards the measurement. After the measurement the customer came in and asked if we cut his own material, which we said we could if he can bring it for us to take back to fabrication, I sent him a revised quote for that service, stating that our minimum order is $300. He came back in after a week to cancel the entire order and to ask for a full refund. I explained that he will only be getting the $85 refunded since a service was already provided. He then spoke to the manager and insisted on a full refund. he then got upset when my manager explained what the $200 deposit was for.