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:06/05/2025

  Type:Order 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.

  At the end of April 2025, I established first contact with the business to have my kitchen counter done. On May 8th, someone from the business came out to perform measurements of my kitchen counters. I went to their showroom 3 times to decide on the material that I wanted them to use. They performed the installation on the 22nd of May. I called the owner of the company while the installers were there, because I felt that the installers were installing the kitchen counter incorrectly. On the backsplash they used two pieces of material instead of one and the places where the "waterfall effect" would happen does not line up correctly with the other pieces. The owner felt that his workers were the best job that they could and that I was giving inaccurate information. The owner gave me the option to have the workers stop working on the counter but mentioned a $250 charge if they had to come back to finish. I had them continue working as they only had one more piece to glue. I had given the workers the remaining balance of $2400.30 in the form of a check. However, I later called my bank to cancel the check as I felt that the work that was done did not fulfill the contract I had signed.

  

  Business Response

  Date: 06/12/2025

  On April 23rd of this year, the customer did their initial confirmation paperwork. At this time, the customer inspected their material noting that they wanted the bottom right portion with more prominent veining to be used for the sink run. Customer also elected not to do the layout where we design the counter tops with the customer.

  
  On May 7th, we did the template appointment where the final measurements take place. At the template appointment, the customer requested a waterfall mitered edge. Also on May 7, the customer came to ********************** to change their sink installation style, the edging, and to add this waterfall mitered edge.
  
  Regarding the mitered waterfall edge, the slab was not long enough to directly line up the sink counter and the mitered seam together. We put the sink where the customer requested and tried to find the best possible veining match for the waterfall.

  
   On May 21, customer informed the installers that they were unhappy with the lack of veining on the waterfall edge. Our project manager called to discuss with the customer and explained that the best veining area was used for the sink counter as per the material inspection notes. That the waterfall was placed where it was to try and make for as good a seam as possible. At that point in time the discussion shifted to the vein not lining up perfectly.
  From there on, we agree with the customers account of the events.

  
  We did the best work possible given the stone and the measurements of the kitchen while also sticking to the customers instructions for how we should fabricate. There was one mistake. The backsplash was seamed because it was too long to be cut as one piece. Backsplash is more fragile than full counters due to its being narrower. However, the backsplash pieces were flip flopped resulting in a poorly matched seam. We had this scheduled to be fixed, but we cancelled this repair once we received the notification of stop payment along with a $35.00 fee from our bank.

  
  Granite Busters requests that the customer pays full balance due, $2400.34, including the $10.00 for the bank fee in the form of a cashiers check. Once payment is received, the cancelled repair will be scheduled, and our full lifetime installation warranty will be reinstated. 

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  There were three transactions and numerous conversations that occurred during the timeframe of December through February, 2023-2024. I had what I thought was a simple request to add a rectangular piece of granite to the opn space behind my stove. 1. The first attempt by Granite Busters to fulfill the agreed upon requirements resulted in a piece of granite that was too small and therefore dolid not cover the space behind the stove completely. 2. The second attempt by Granite Busters to fix the problem they created during their first attempt to fulfill the requirement resulted in the piece of granite that was previously installed by them now being crooked. The installer said he misunderstood his instructions and thought he was supposed to remove the piece of granite that was tightly adhered to the wall. Once he understood the instructions Granite Busters gave him, he re-glued the original piece of granite back onto the wall. Unfortunately, when he reinstalled the piece of granite he did so incorrectly. The piece of granite was now crooked and glue was all over the edges of the piece of granite.3. Granite Busters third attempt was a disaster. They ruined my stainless steel backsplash while attempting to straighten out the crooked piece of granite they installed. They used my stainless steel backsplash as if was a piece of extremely hard metal when they pushed the granite piece up to the backsplash using a screwdriver against the backsplash to align or hold the piece of granite in place. Now my stainless steel backsplash is permanently damaged. I am asking for a refund so I can hire a professional to add caulk along the length of the backsplash to make it uniform and cover the damage Granite Busters created.

  

  Business Response

  Date: 03/25/2024

  Hello *******************.

  We did the iniital measurement as directed for the backsplash to go across the stove. That being said, the person doing the measurements should have realized this was inadequate. Since this was the case, we agreed to cut an additional piece and make an additional trip at no cost. As you said, the second one settled improperly, so we came out on a third occasion to fix our mistake. After this trip, the backsplash was damaged as you have stated and shown. We sent a gentlemen out to look at it who recommended doing a grout line along the bottom to cover up the dented area. 

  When we do any repair, we have customers sign off on an agreement that we don't accept liability for damage to customer provided materials. That being said, we at least try to help as well as we possibly can. So, we went out there to try to figure out a solution. A typical industry trip fee is $75. Grout, to quote high, is about $10. So fixing this problem should be around $85, not $300. We would be willing to refund you $85 to resolve the problem. 

  Thank you,

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

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  The entire length of the backsplash will need caulk so it looks uniform. Grout will cost more. I am willing to end this. Wish we could have resolved without getting to the BBB point. I tried to. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/13/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Wall damage during installation of granite counters. Sent email to Granite ********************************* on 11/1723 with photo of damage and advised not a DIY fix but needed a drywall professional.I received no reply.Sent second email to Granite Busters (*******************) on 1/10/24.No reply to this email either.I was advised the damage was done by the young son of Granite Busters owner. I am not confident this installer had the level of expertise to do job properly. Therefore...damaged walls.

  

  Business Response

  Date: 01/14/2024

  Our apologies for the communication issues, but *** has not been with the company for some time. 
  
  With regard to the dry wall damage that occurred during the installation, this was not the result of a lack of "level of expertise" but is a normal occurrence during the installation of granite. We do go over this as part of our purchase paperwork. On the Customer Requirements section we state, "********************** fabricates counter tops to fit. In the process of installation some walls may be damaged. Granite Busters is not liable for damage to dry wall, paint, or wall paper as a result of installation." This form was signed by you. 
  
  Given this, Granite Busters will not reimburse you for the dry wall damage that occurred. 

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/22/2023

  Type:Sales and Advertising 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.

  5.16.23 Had counter top installed by Granite Busters. On 6.6, I noticed there was a crack in the counter beginning inside the sink cutout and all the way through to the front section of the counter top and called the company. On 6.16, they sent out a repair person who repaired the small crack on the inside where they had cut out the sink. I was informed the remainder of the crack was natural to the rock and repair would not be possible without creating an eye sore. After multiple conversations between 6.6-6.27, I was told there would be no further resolution for this crack and there was no further action the company would take as this was "present upon exiting the warehouse". We personally had been out to the warehouse two times to see the slabs in person for inspection and layouts where employees had marked areas with defects to avoid during cutting. This eyesore was never pointed out by any employee until I called and brought it up after installation. After discussing all the previously found defects, it was agreed certain areas would be used in inconspicuous areas as to not draw attention. This specific piece is front and center in our counter top and right next to the sink. Had this been pointed out before installation, I would have never agreed to this piece being installed as this defect is seen immediately by anyone using the counter. I do realize there has been paperwork signed acknowledging the possibility of natural fissures within the rock. However, the complaint is that I was never informed of this "fissure" during any viewing or before installation. Again, I would not have accepted this slab for counter top if any of the many employees had pointed this out. From my understanding, this was missed by so many eyes before being installed and because of this I now have to deal with this eyesore when it could have been easily discussed and avoided.

  

  Business Response

  Date: 07/25/2023

  We try to have a very thorough process to ensure the customer knows exactly what they’re getting. As you note in your complaint, this includes a detailed inspection of the material where we invite and encourage the customer to look closely at the stone slabs as well as feel them so that you’ll know what you’re getting before you get it. In addition, we did a layout together where we looked at a close up image of what the counters would look like before we cut them. 
  When you let us know you had an area of concern, we came out as quickly as possible to assess what was going on. We determined it was a fissure and after looking at the layout we did together, we could see that it was apparent in the layout as well. Fissures are a natural and expected feature of granite. 
  We discussed fissures as part of the purchase paperwork as well as did a detailed material inspection and layout to ensure that you were happy with what you’re getting. For that reason and those listed above, we don’t feel that a refund is owed. 
  We’ve attached copies of our form discussing features of granite, our material inspection form, the layout approval, and zoomed out and zoomed in images of your layout.
  
  

  Customer Answer

  Date: 07/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Granite Busters was not 100% clear with me in pointing out this defect in the stone if you had known about it before installation. The crack is also not seen in the digital image and is not the area pointed out in your response. I was provided with the same image (attached), which highlights a different defect (circled in red) and a note acknowledging you would take care of this scratch (which you did).  I would not have accepted the counter top had I known of the crack in it. I paid for a product and got much less than I paid for. This crack is in the "busiest" part of the counter top. I did not sign off or approve to accept the slab with this specific defect. As a business providing these services, I would have hoped you would have been honest and had better communication related to this.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 07/28/2023

  Thank you for your response. The area you have an issue with is not a crack. It’s a natural fissure. This is not a defect of natural stone any more than a burl or knot is a defect in wood. It’s a feature. We did invite you to do multiple thorough inspections of your material which was done by you. We make the process wholly transparent to include joint-inspections, design layouts, as well as a good deal of educational paperwork regarding the natural features of stone. I don’t know how our processes could facilitate clearer or more honest communication. 

  Customer Answer

  Date: 08/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:If their inspection was "wholly transparent" then why was this crack not included in inspection paperwork  or mentioned to me?As i would not have accepted it if it was shown to me.Also if company was aware of crack then why not work around it?It is even worse the placement of crack is in the "busiest" part of the counter,between sink and dishwasher.Yes,it does appear to be a crack.It is a connecting line that starts on outside edge of countertop,is on top of countertop and connects to inside lip where sink hole was cut out.Almost like it could be a stress crack after sink opening was cut out due to improper handling,loading, ,transportation or installation of slab.As i stated before this crack was passed over by so many eyes at their shop or installation team that this occurance could have been avoided by honest communication,BEFORE, countertop was installed.   I understand that mistakes happen but in this case i do not feel Granite Busters is being honest with me.The defects in this slab,no matter what part of manufacturing they occured,were not clearly pointed out to me.I paid for a product and got much less than i paid for.

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

• Initial Complaint

  Date:06/28/2023

  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.

  There are two complaints here:
  1 - We were mislead by the sales person. We were told by the salesperson that we would be responsible for the "Hook Up" of all appliances and fixtures that were involved with the new counter top. Which I verbally agreed to do. Unknown to us until later, the fine print in the contract stated something different. It stated that we would be responsible for not only the connection(Hook Up) but additionally the mechanical installation of those appliances/fixture to the new counter top. As a slap in the face, the installer would not allow me to install the plumbing fixtures before they installed the new sink. This is a problem. Installing fixtures after an under counter sink goes in, is a huge challenge requiring special tools and skills. As a result, I attempted to install the fixtures behind the newly installed sink. The fixtures are now loose and wobbly on the counter top.
  
  2 - An additional complaint is against the first Granite Busters crew to come and do initial prep and tear out. They charged me an additional fee($72) to level the cabinets. We had granite counter tops previously and had no issues with that counter top? I became suspicious when the granite installers arrived a couple of days later and I questioned them about the leveling fee from the prep crew. He stated that it happens quite often, meaning to me that we were being gouged for an extra $72, Low hanging fruit so to speak. They have your kitchen totally disrupted and ask for an additional $72. Believe me, you will pay it. You are over a barrel.

  

  Business Response

  Date: 06/29/2023

  Thank you for your feedback. I'll respond to your complaints in the order given. 1) We explicitly stated on our contract at multiple points that we would not do the reconnection of your plumbing. In our opinion, this includes the installation of your faucet and plumbing fixtures for your sink. Nowhere on our contract does it say that we will hook up the plumbing in any manner. While we try to have a very extensive contract, we do not list everything that we will not do. Rather, we say what we are going to do very explicitly. With regard to your second complaint, we are quite explicit that there might be additional fees after the counter removal. Plenty involve none, but that doesn't mean all. I understand your frustration that you had additional fees on yours, but we did make this possibility clear at the onset of the project. 

  From our standpoint, we fulfilled our contract to the letter and did an outstanding job. For that reason, no refund or price revision will be offered.

  Thank you,

  **** ******