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:

  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.

  November 2024 I picked out granite, they came and put it in and there are things in the granite. You can see that they have cut the granite and filled with a white substance. One is at the sink, one is where the stove is located, and the third one is by the dishwasher. They are very visible. I have celled them three or four times, they did come out and they ran a blade over it, but that did not help. I called and a gentleman said that he would come out but he sent someone else out. I have sent them pictures to ******* so he could see what I was talking about. I called him again after he left and he said he would get back with me but he did not. I called again and he told me he would call back and he did not. I paid them $6000.00 even before the job was done and they have left be with this product and took my money. I want them to come out here to get these seams so you can not see them.

  Business Response

  Date: 03/19/2025

  East Coast Granite strives to provide quality countertops to all of our customers. When it comes to seams in countertops, they are sometimes unavoidable. We always make sure to do them to the highest standard, and in our contract do state that seams will be visible and we go over this with our customers prior to doing the job. The customers do go over that with us and sign the contract stating that they agree. We did go to this customers house to **** the seams for her once, and the finished product is within company standards for seams. As per customer request, we can not make the seams invisible, it's absolutely impossible. Once you cut into rock and piece it together you will see the connection points.

  Customer Answer

  Date: 04/18/2025

  I reject their response because:

  they don't stand behind their work, they sent out 2 men from the ******* and tried to cover up the seams and they cut the granite in half and brought it in in smaller pieces.  Their excuse was that it weighed 200 lbs and it would have broken.  There are 2 pieces where the sink and cabinetry are at where they cut it 2 time.  I am not happy with them because they don't stand behind their product.  They should not have had to do 4 cuts in the granite.  When I tried to call to talk to them, they bring everyone in because they are a family business.  They said it would be at my expense to correct their mistake.  

  Customer Answer

  Date: 07/22/2025

  070925JM: Left a message for ***** ******* to return a call to me. 

  071425JM: Spoke with ***** and she has been hospital and ask me to call her back.

  071625JM: ***** called back and stated everything is done and would like this complaint close. As she is very sick and no longer has a need to do business with this company. 

  072225JM: Spoke with ***** and she confirmed again to please " close " this complaint as she is very sick and work has been completed. She thanks the BBB for everything and will call back if she needs further help. 

  Business Response

  Date: 07/22/2025

  070925JM: Left a Message for a ******* ***** to return a call to the BBB.

  071425JM: ******* ***** checking with her workers to make sure everything was cover. 

  071625JM: According to ******* they have left a message with the consumer to return a call. According to her workers the project was complete. 

  072225JM: ******* has confirmed the work has been done to best of their ability and the delay was cause due to her being in the hospital. According to ******* the work has been completed and the consumer is please with the work at this time and ******* has offered the consumer to help with any further project or if she finds anything else she would like done. ******* would like this complaint to be " close" as resolved. 

   

   

   

   

• Initial Complaint

  Date:10/15/2022

  Type:Customer Service 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 have a rental property near this business that I've been working on and I have noticed lots of after hours and late night traffic behind their showroom. Loud partying, music and what sounds like gunshots on a nightly basis. If I were the owner, I would do definitely check out what's happening at your business after 8pm. It looks to me like there are people living behind your building.

  Business Response

  Date: 10/19/2022

  To whom it may concern,
  
  As an East Coast Granite representative, I apologize for any inconvenience we might’ve caused anyone. It's important to understand that we are stone fabricators and operate as a commercial business that is located in a commercially zoned area.
  
  More specifically, we are in an area specifically zoned for manufacturing, and by law, can be open 24/7. Our business was thoroughly reviewed and approved by the City of Springfield, as well as, the Springfield Fire Department before we began operating.
  
  This is our busy season and some days we do work late to keep up with customer demand. Because we value our team and their hard work, I see nothing wrong with turning some music on for the guys in the shop as they work.
  
  Additionally, we are located within the city limits of Springfield and I can assure you there were no discharges of firearms on our premises at any time of day or night. However, we do have an explanation for this type of noise. When we have a larger piece of granite that has to be disposed of, we have to take a sledgehammer and break it into smaller, more manageable pieces. That is a loud process and in the evening it may just be mistaken as something else. We also have a night guard that stays on-premises to ensure the safety of our team and our company.
  
  As we understand, this property was vacant for over four years, which led to numerous issues that we have worked hard to correct for not only the benefit of our business but for the benefit of our community as well. Despite numerous break-ins and damages, we continue to work hard to better our neighborhood and community while operating a successful business, We will certainly do our best to keep everyone around us happy as we operate.
  
  Sincerely, 
  
  East Coast Granite & Tile