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Business Profile

Granite

East Coast Granite and Tile of Charlotte
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for East Coast Granite and Tile of Charlotte's headquarters and its corporate-owned locations. To view all corporate locations, see

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East Coast Granite and Tile of Charlotte has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:11/13/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 purchased cabinets and granite through ***************************** and they had sub out the granite to this company. A day after installing the granite, my contractor notified me that he didn't believe the granite was sealed properly after his coke had left a stain on the counter. I had reached out to Carolina ********** ********* about this issue, since I was unaware the granite was subbed out. I reached back out to Carolina ********** ********* about stain damages on all 3 pieces of the granite, since they said the sealer was good for a year. It's been less than year, and we only live at this house 50-70% of the time. Somebody from the company came out to look and told me that it's because of oil. Upon my research properly sealed granite should not stain. Carolina ********* has tried to reach a resolution for us, however, this company has been unresponsive. I've tried calling this company and I talked to ***** and she let me know her manager would get back to me. I've followed up mutli-times and still no response. I'd like to request new granite, or return the current granite.

      Business Response

      Date: 12/04/2024

      ****** He is not directly our customer. She used Carolina *********** and they are our customer. We do not typically discuss issues with the homeowner, however, ******** **** has pushed us to handle this issue and we are now working directly with the homeowner to resolve this. ******** **** did not properly inform their customer of the necessary sealer requirements, this stone is very susceptible to staining and watermarks, and without a warrantied sealer they will always have issues. ******** **** did not opt for the 25-year and only a standard sealer was used. The standard is simply a preventative and a more long term sealer is always recommended. I do not believe any further action is necessary at this time as we are working directly with ****** He and her husband to resolve this. 

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