Complaints

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

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  Signature Granite, LLC

  12837 Keith Ln Neosho, MO 64850-6884

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  Signature Granite, LLC

  1229 S. Rangeline Rd. Joplin, MO 64801

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:04/02/2024

  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.

  I had my granite counter tops installed 6/17/22. One of the pieces was cut short by my oven and you can see the top of my lower cabinet as well as they damaged the corner in transport and tried to repair it but it looks horrible. Have to have a ugly rubber seam cover the edge so food doesn't keep going in the huge crack. Then the seam to connect 2 of the pieces is right in the middle of the sink with a width of 2". In less than a month it cracked right at the corner of the sink on the 2'' piece. Came out on 7/11/22 to fix the crack and put brackets under the sink that should have been done initially according to the repair man for Signature Granite. Left and said that should fix it. Two months later it cracked right by the seam on the 2" piece. Came out again on 10/4/22 to fix the new crack. Have a total of 2 cracks and the seam all right in front of the sink. Same repair man assured me it was fixed this time. 2 months after that the same crack came apart and the small 2" pieces was sharp at the crack. A different repair guy came out on 1/25/23 and sealed the crack again. I said if it comes apart again I want this granite replaced as there is a damaged corner, cut incorrectly, and has 2 cracks in it. He assured me it was fixed. The crack came apart AGAIN and they came out on 2/7/23 to "fix it again." I was adamant they needed to replace it and keep getting well lets see whats causing it and make sure it is stable. Again he assured it was fixed this time. The crack came apart and they came out again on 5/11/23 to fix it. They mentioned they would probably need to replace it after this fix if it keeps coming apart. Now the seam came apart in Feb. I called Jerrika on 3/8/24 at 8:59a & left a VM. Never called me back. Called again on 3/12/24 at 12:34p & left another VM. Never called me back. Called on 3/15/24 @ ********* was automatically transferred to her VM. I hung up & called back immediately & a lady answered. I asked if ******* was in as I have left 2 ********** hasn't returned my call. She transferred me and I spoke with ********* said she got my VM's & spoke to the repair team. She was waiting on when they could come out & repair it. She said she would call me when they had a time. Never received a call. Called again on 3/22/24 @ 12:04p & left a VM. Never called me back. I called on 3/26/24 @ 10:37a & spoke to the Mgr *****. I explained to him what was happening & he said he would look into it and call me back. Never called me back. It has now been 25 days since I first called to get my granite fixed. I believe they are trying to ignore me long enough for me to go away.

  Business Response

  Date: 05/01/2024

  We are denying this claim. We went to install this job and there were no cracks or chips please see photos as well as close up of the seam. We strongly believe someone stood on the counter or the house settled to create cracks of this nature.  Granite does not break easy. We use Intergra Adhesive to put our seams together and it is extremely strong. To have the seam break apart and crack the granite it 2 other places let us know there is an underlying problem. We would never leave a home with cracked  or chipped counters. The chips and cracks have been done after our install.   Now new complaints we have never heard of are being mentioned after 23 months? The picture she sent us with a huge chip on the corner by the stove is missing a real chunk of stone like it has been hit. The stove top itself in the photo is damaged badly near the chip so it has also been hit. 

  As a courtesy we have been back to the home 8 times total over 23 months and never charged to go do repairs. After this BBB compliant & social media complaints were made we went an additional time 8th time at no charge to redo the seam completely AGAIN by taking it appart and refilling her cracked pieces 4/11/24. We will no longer be back to the home. In 20 years we have never had a situation like this and feel like we have done more than we should have all at no charge. She purchased the counter through Lowes and paid them directly. 

  If you have any other questions please reach out to me. 

  Customer Answer

  Date: 05/01/2024

  They did contact me after this complaint to schedule for them to fix. They came out and fix it correctly this time as **** stated it wasn't fixed correctly before. He did an awesome and thorough job this time and mentioned this particular granite has been a problem with cracking. I appreciate his professionalism and technic in fixing it right this time. As for the company itself they are not. If they were to ask the original crew who installed the granite they would have noted that the chipped corner happened in transit and they said they would fix it. When I said the granite was too short for the counter they blew me off. The response of this company is neither truly factual or professional as his accusations are not accurate.  I believe this company doesn't like to fix what they damaged in the first place or fix a poor installation job in the first place.  I have now learned for next time I will have them correct or return a damaged, not cut right, or installed poorly granite. How they treated me since 2 weeks after a poor installation and there after as those it was entirely my fault. This company has poor business practices and terrible customer service.  They have fixed my counter top for now but want their treatment noted as you can see by their response. 

  Customer Answer

  Date: 05/03/2024

  I find it interesting that they are denying this claim.  I believe when a someone or a company is hiding behind poor business practices and unprofessionalism they will start speculating to the reason's why something happened.  Instead of accepting the fact of an originally poor installation job.  When they start pointing the blame onto the customer without solid facts it shows complete unprofessionalism.  Without facts they have no evidence but speculation. 

  So here are the facts.

  1) I actually recorded the installation of my countertops and have video evidence that clearly shows them trying to repair the broken corner piece they happened during transit.  (I can provide that video). Not because I dropped something on it.  Yes my brand new stove has a chip in it which is also very frustrating as it happened during shipping and Lowes couldn't get another for at least 6 months so they offered to discount this one.  We needed a stove and accepted the chipped stove that we hate looking at but it is what it is.  Again, the company is trying to make up fabrications to justify their poor handling of the initial installation.  Here is the ******* video when they installed the countertops.  ************************************************;   You can fast forward my introduction to 3:21 where they show me the damage and say they will be fixing it.  Then at 4:09 they start to repair the broken corner.  
  Use can clearly see him tape off the corner and spend a lot of time fixing it. 

  2) The first crack happened within 2 weeks of them initial installing it.  There wasn't settling issues and no one was standing on it.  In fact **** their repair man said it was never supported right under the sink and had too much flex.  So he supposedly said he fixed it.  

  3)  They didn't come out 8 times, they came out 5 which is way too many as well but not 8.  Again fabrication. 

  4)  A crack happened first right by the initial seam that **** repair, then another crack happen on the same piece at the corner of the ****************** came and fixed that one. Then the seam came loose, **** came back and fixed that one, then the crack by the seam came apart and a new guy came to seal it.  Then finally **** who was awesome, actually took the broken piece apart and fixed it correctly.  

  5)  I called this company over 7 times to get a call back and I cringed every time I called having to deal with this business.  They never called me until I wrote a complaint to the BBB and did a ****** review.  They were trying to blow me off and it shows when I called once and got sent straight to VM and then called back and ******* was there to speak with me.  

  6)  These complaints I had were not knew and were told with the initial install and they guys installing said it was noted.  I learned my ****** to not accept a broken corner and a short countertop and should have had them take it away and get a new one that wasn't broken and short.  I will know for next time.  But the company was aware of my disapprovement from the beginning and I actually expressed those to ***** who was my initial point of contact but he is no longer there.  

  When its all said and done, I don't want to have to ever deal with this company again and want others to be aware of them and how they do business.