Complaints

This profile includes complaints for East Coast Granite & Tile, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  East Coast Granite & Tile, Inc

  2536 Boiling Springs Rd Boiling Spgs, SC 29316-5305

  
• 

  East Coast Granite & Tile, Inc

  9122 Warren H Abernathy Hwy Spartanburg, SC 29301-5060

  
• 

  East Coast Granite & Tile, Inc

  1101 NE Main St Simpsonville, SC 29681-6017

  
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  East Coast Granite & Tile, Inc

  1811 Poinsett Hwy Ste A Greenville, SC 29609-3733

  
• 

  East Coast Granite & Tile, Inc

  647 Congaree Rd Greenville, SC 29607-3517

  

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:07/08/2024

  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.

  This is the 3rd Kitchen Countertop East Coast has done for us over a 20-year period: We had Zero issues on the first 2 installations. east Coast took 7 weeks to complete so we had no countertops, stovetop or sink for 7 weeks). The following are just some of the issues. There is a contract that you must sign stating "minor " scraps, dings, abrasions may occur, but GREAT CARE is taken to prevent this! This damage is NOT minor nor was great care taken!
  1. Dropped a bar heavy section on Floor and multiple damaged spots in visual walkway. (pictures)
  2. More than “minor” damage to Trim and Drywall and floor. (Pictures.)
  3. Geoff hand Tim have tried to resolve, but their hands are tied by upper management.
  4. In addition to the damaged floors and walls, the tear out team damaged the kitchen faucet. The Plummer could not reuse – we had to buy a new one. Stockman Plummer documented damage on his invoice.
  5. I also think that I am the person who found the error of leaving off the step called templating which was not scheduled. It usually occurs 1 or 2 days after tearing out old countertops ... I begged EC to allow me to call the scheduling dept. and then it got put on the schedule over approx. 1 week late!
  6. Then after dropping and breaking the replacement slab was the incorrect size (added another week or 2 )
  7. Finally, after about 7 weeks later the countertop is complete ...just all the damage remains! Going without a kitchen 7 weeks was almost unbearable (see all the reasons above).
  
  To conclude: Before my retirement I was a plant director EC 's coordination of the different functions has deteriorated dramatically since our first 2 installations (assume growth of the company is the primary and the problem with finding good associates).
  My wife has been in tears since the issues started. Me Too.
  
  Due to all this anguish, frustration, no kitchen for 7 WEEKS and all the damage (we will accept responsibility), we request 50% refund $3731.
  
  Thank you!

  

  Business Response

  Date: 07/31/2024

  The Company has come to an agreement and resolution with Mr. ******.  We will be issuing him a refund in the amount of $996.00 to cover damages that occurred during installation.  I will email you his Text agreement to settle the matter as well as his original Sign Off and acceptance of the job on June 25th, 2024.

  
  

  Please let me know if you need anything further.

  
  

  
  

  Sincerely,

  
  

  
  

  Edward D****, CEO

  East Coast Granite and Tile, Inc. 

  Customer Answer

  Date: 07/31/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:05/31/2024

  Type:Product 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.

  BUSINESS HAS FAILED TO ADMIT THAT THE INSTALLATION RESULTED IN A 9.5 INCH CRACK IN BATHROOM VANITY SINK TOP. THEY WANT TO RESEAL THE CRACK AND CALL IT A NATURAL FISSURE, RATHER THAN REPLACE THE STONE WITH A NEW AND SATISFACTORY SURFACE. I FEEL THAT THE VALUE OF THE HOME IMPROVEMENT PROJECT HAS BEEN SEVERELY COMPROMISED.

  

  Business Response

  Date: 06/06/2024

  On 5/31, we were enroute to the customer's house as the complaint was received. *** ******** responded to the service call with the attached 5 star feedback stating he was satisfied with the service East Coast Granite & Tile provided. Thank you. 

• Initial Complaint

  Date:07/10/2023

  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.

  On February 27, 2023 I ordered granite for my new kitchen cabinets. I estimated it would take 80 sq. ft. and paid $4681.00 for the granite and sealer.. I was told by the sales rep Scott I******* that if less was needed I would get a refund or be charged if more was required. The granite was installed on Monday April 3 on the sealer was done on Friday April 7, 2023. When the install was complete I was informed that only 71 sq. ft. was needed and I would be receiving a refund. It is now 14 weeks since the granite was installed and have not received my refund of $495.00. I have been told twice by the sales rep that he has put the paper work through and have hadd no contact fromm East Coast Granite

  

  Business Response

  Date: 07/10/2023

  To Whom It May Concern:

  We apologize for the oversight and delay!   We will be issuing this refund to the Customer immediately !~

   

  Regards,

  Edward D****, CEO

  Customer Answer

  Date: 07/12/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/12/2023

  Type:Product 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 paid half the price for countertop. When they came out it was wrong color all the way off. And it was measured wrong too thin. I ask that they recut it and do it. They said no that's it. And Jeff said he need his other 600. I said I was not paying them the job is incomplete and I want my deposit back. They took the counter and said they going to report me for not paying.

  

  Business Response

  Date: 04/24/2023

  We have refunded the customer in Full

   

  Thanks,

   

  Ed

  

  Business Response

  Date: 04/24/2023

  We have refunded the customer in Full

   

  Thanks,

   

  Ed

• Initial Complaint

  Date:02/22/2023

  Type:Product 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 purchased a stone countertop which was selected from their remnant section. The contract states all remnants are sold as is. Accepting this is my part of the contract.
  
  The counter was installed and damaged by the installer in which he smeared silicone all over the flat black colored stone. The counter was no longer as was when I chose it from the remnant section. This is their portion of the contract.
  
  The silicone cannot be removed. East Coast had people attempt to clean it off two times.
  
  After many weeks of waiting for responses to promised communications, I was told that they will not honor their end of the contract and I should just purchase mineral oil and keep it treated so the smudges snd smears don’t show as badly.
  
  I do not accept this lack of responsibility nor do I appreciate their lack of customer service.

  

  Business Response

  Date: 03/14/2023

  To Whom it May Concern:

   

  We have met with the customer and have agreed to replace the Vanity Top.

   

  Thanks,

   

  Ed

• Initial Complaint

  Date:11/07/2022

  Type:Product 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.

  In 2019 we remodeled our home and purchased approximately $9000.00 worth of granite countertops for our kitchen and bathrooms. We also purchased a sealant that was to help preserve the shine of the granite with a 25 year warranty. In 2021 we started noticing problems that have continued to get worse. We contacted East Coast Granite and were told they only warrantied the countertops for installation only (not the granite) for one year. We have three cracks in our kitchen countertops running the full depth of the countertop and spidering out. They begin at the outer edge of the counter and are not at seams. We were told that East Coast Granite would come out but for a $250 fee to come look at the counters, then we would be responsible for the cost of the repairs. Additionally they thought it would be several months before they could get out to look.
  We have been very careful about how we treat and use the countertops and do not abuse them with heavy, hot or cold pans on the surfaces and we clean them using the instructions we were given by East Coast Granite.
  Our next problem was with the finish that we paid extra for. East Coast told us that was contracted out to Granite Pro. This was sold to us as a 25 year warranty. After numerous calls Scott Higginbotham called. He spoke with us and said that we needed to buy additional products for a through cleaning and repolishing. The sealer was sold to us as a way to prevent this from happening. We don’t understand what the purpose of the warranty was? Granite Pro also did not see pictures or send anyone out to look at the counters.
  We FINALLY did get a visit from an employee - this October -who agreed with us about the cracks and the sealer not being applied properly. However all he could do was take pictures and report back to the store managers. He did say that all could be fixed but, his boss - Tim would have to arrange the plan. We have heard NOTHING, not a returned call.

  

  Business Response

  Date: 11/22/2022

  To Whom It May Concern:

   

   In response to the complaint filed by the Simpsons we can only point out our warranty policies.  We stipulate in our contract that we only warranty our installations for 1 year which generally covers any failures of seams or sink installations that may occur.

  We do not and cannot warranty any natural stone as it is an earth made product vs man made material such as Quartz.   The 25 year sealer that was applied has a very specific addendum for Care and Maintenance of the product by the homeowner.  These documents have been provided to the customer and will follow.  

  Any repairs that are to be performed by ECG post warranty period, will be charged to the customer as service calls.  The "cracks" that are referenced in the complaint are not something that can be warrantied since they are the nature of the material.  If they can be filled and polished we can perform that work but will be assessed and pricing determined at that time.  

  it is also important to note that the 25 year sealer is ONLY rated and warrantied to specifically prevent STAINING of the Material and does not have any affect on the "Shine" of the material in any way.  This information is included in the Dry Treat Performance Warranty Certificate that has been provided to the Customer.  

   

  Sincerely,

   

  Ed D****

  ECG Management

• Initial Complaint

  Date:08/31/2022

  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.

  On Feb 1, 2022 I placed an order for two custom granite counter tops from East Coast Granite & Tile from Ira Lerner, the sales agent. The total of the invoice #***** was supposed to be $900 with 50% down and the remaining balance upon completion. I paid the $450 plus a 3% fee for a credit card transaction on that date.
  
  The job was not completed until Apr 28, 2022 due to various problems with the company and its installers. On that date I asked to be provided a detailed invoice of the charges, and explained that there were cleanup issues remaining from the installation. I personally told Ira Lerner that I would mail a check for the remaining $450 when I received the invoice.
  
  On May 13, 2022 the company charged my credit card (which without my knowledge, they had kept on file) for the remaining balance plus a 3% credit card fee. When I called Ira on Jun 7, 2022 he sent me an invoice for $400, which I told him I would pay as soon as they processed the $463.50 refund on my credit card.
  
  The company has refused to process the refund to my credit card. Furthermore, after I filed a dispute with my credit card company because East Coast Granite & Tile was not only not authorized to charge my card, they should never have kept my credit card information on file, they still refused to acknowledge that my dispute was valid.
  
  This company keeps customer credit card information on file with the intent to process charges even if the job is not done as agreed. Because they keep that information on file, they have the ability to over charge the customer whenever they desire. I was over charged $63.50 and East Coast Granite & Tile refuses to process any credit to my credit card.

  

  Business Response

  Date: 10/14/2022

  To Whom It May Concern:

   

   We have met the Customer's request and the issue has been resolved.

   

  Sincerely,

   

  Edward D****

  CEO

  East Coast Granite and Tile, Inc.

• Initial Complaint

  Date:08/01/2022

  Type:Product 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.

  My Fiance and I purchased our home Feb 24th 2022. We bought knowing that we had projects that we wanted to do to include new countertops for the kitchen. We chose to go with East Coast Granite because of the quality, price and salesman (name withheld for privacy unless required) at the Laurens Rd store.
  
  Everything seemed to be going well; premeasure quote, template and then came the install and it has been nothing but horrible since. Granite install looked like 2 drunk guys installed it. Backsplash not attached to wall. Scratches EVERYWHERE, gouges in our new granite and NOT buffed at all for a professional install "complete" job but the real kicker is the damage they did to our new (to us) home and newly remolded kitchen! They cared nothing of our home - tore out drywall to place slabs, etc. I have all of the pictures to prove. I took these to the store and was promised a return visit by their best guy. This man came out, saw the shape of the granite/damage and could do nothing but shake his head. However, he worked magic and brought the granite to a level that made us happy. We were to have sealant work done later and then renegotiate the due bill after the drywall in our kitchen was repaired. That whole process took about a month (sealant applied) but without notice of a due bill/negotiated rate - we find that this company is threatening to place a mechanics lean on our home!! All for what? Their poor communication (scheduling), their poor install, their poor communication with us afterwards - we have NEVER received a due bill with compensation for ALL of our frustrations, time off from work to reschedule all of this re-work AND still our drywall is damaged!! No bill agreed upon or even sent to us but we certainly received notice of a mechanics lean on our house! This is beyond absurd and I would caution EVERYONE to due your due diligence before hiring this company. Learn from us!! I'm still fighting these people hoping that someone steps up.

  

  Business Response

  Date: 08/01/2022

  To whom it may concern:

   

  We have come to a settlement agreement with the customer.  Please contact complainant and verify.

   

  Thank you,

   

  Ed D****