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Business Profile

Countertops

Granite Works LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:09/24/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    March 28, 2022 we went to the Granite Works warehouse to select materials for the surfaces in our kitchen.

    Their policy stated that we needed to give them all the money up front, but we would lock the price in. They made us sign paperwork acknowledging that granite is a natural material which has variable appearances. They would later use the vague wording to try and justify their shoddy workmanship.

    Granite Works kept trying to add fees into our quote into nebulous categories, even though paying them upfront should have locked our pricing in. They do not give itemized pricing for each individual line item, only totals and tax.

    During installation, GW drove the truck into a ditch, chipping our slab, which they refused to replace. They forgot the backsplash we ordered and paid for - the techs on site stated that they hadn't cut the backsplash, and that there was nothing in the warehouse. We decided to cancel the backsplash. We emailed requesting they remove the backsplash from our quote, and did not get an answer. We called and were told they had already cut that slab and they couldn't give us a refund. So someone was lying to us.

    Our builders said it was the worst seam job they have ever seen, and even GW's senior technician admitted that our slabs had been cut and dyed wrong; they lied to us about costs, replacement policies and scheduling, actively ignored both us and our builders for weeks on end, and never fully fixed the problems they caused, or replaced the pieces they assured us they would. At every step of the way, they hid behind their "natural materials" defense, which does not even begin to describe what happened here. Because it was dyed properly they smeared dye on the edges which the slab did not absorb. In the last few months, the toxic dye has been rubbing off onto the hands of my pregnant wife.

    We have edited this down to meet the character limit for this submission, but can provide more dates, details, and problems with GW, if asked.

  • Initial Complaint

    Date:10/13/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Our original granite piece was broken during delivery. They refused to remake the piece of granite and the piece it connected to (we paid for the digital lay out service to make sure it was a continuous piece).

    We then came to a compromise to refund some of the project money and we would keep the broken piece (ensuring it would be continuous with the remaining granite), as long as they would "sand/polish/seal it in a way that would hide the cracks, and protect the stone for long term use".

    When they came to finish the job, the installers had no knowledge of this, and no way to perform that type of repair.

    Business Response

    Date: 11/14/2022

    Response taken by phone:  The customer agreed to keep the counter top and we gave her a price adjustment.

    Customer Answer

    Date: 11/15/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    Part of the offer to keep the broken granite was that granite works would sand and polish the stone to better conceal the cracks. They did not do so at completion, and have made no attempts to do so since.  



    Regards,



    *** *******
     






Granite Works LLC is NOT a BBB Accredited Business.

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