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:11/12/2024

  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.

  Address
  !, ******* **
  Columbia SC 29229
  
  
  
  Subject: Complaint Regarding Unsatisfactory Service from Granite Depo of Columbia
  
  
  I am reaching out to express my deep dissatisfaction with the recent experience I had with Granite Depo of Columbia. As a customer investing a substantial amount of money and trust in their services, I expected a high standard of quality and professionalism. Unfortunately, my recent order has not only fallen short of these expectations but has caused significant inconvenience and frustration.
  
  The problems began with the initial delivery, where the stone provided was broken and damaged. I was surprised and disappointed that company offered to install this broken piece, expecting me to accept a discount in exchange for a product that was clearly not up to standard. Given the nature of the purchase and my expectation for quality, I refused this offer, anticipating a quick resolution. Instead, several days passed before a replacement was brought to my home, causing prolonged disruption to my household.
  
  During this time, my family was unable to use our kitchen, which created major inconvenience for our daily routines. Not only were our meals affected, but the inability to use such an essential part of our home added unnecessary stress to our lives. What’s more, when I attempted to communicate with company office for updates or assistance, the response from office manager was highly unprofessional. Rather than listening to my concerns, they seemed rude and unbothered by the issues I was facing.
  
  Now, I am left concerned that the installation may not have been completed correctly, and yet the company has not responded to my follow-up inquiries. The lack of communication and accountability from Granite Depo has made this situation even more disappointing.
  
  I hope you will take my concerns seriously and provide a prompt resolution.
  
  I look forward to your reply and a resolution to my problem.
  
  Please contact me at: [email protected]
  
  
  Thanks

  

  Business Response

  Date: 11/12/2024

  On the day of installation for this job, the install crew came to the conclusion that a seam was necessary to make sure a piece would not break. However, the customer insisted to have no seam so the team continued installation and a piece broke. Our contract states "SEAMING of countertop, if necessary, will be at the fabrication manager’s discretion". I would like to note that the material the customer selected was special order, meaning we do not carry it in stock. We had to order the material from a supplier. After thorough review, the shop manager said a seam is necessary so we offered the customer a discount on the total cost of the job as a way to fix the broken piece with the necessary seam and it would have saved everyone time as for searching for the special order material (that was out of stock at many suppliers) and the customer could have had access to their kitchen sooner. However, the customer refused the discount and insisted the piece to have no seam. In order to do that, that particular piece had to be re-cut. We did just that. Re-cuts take time, especially since the material was special order. We had to find and order that specific special order material the customer originally had installed. Re-cuts in general, especially for special order material, do not happen same day or overnight. It takes time to find that special order material especially since many suppliers did not have it on hand. The material was found, ordered, and delivered to us. We then fabricated it. On October 12th, the re-cut piece was installed with no seam per customer's request. Installation pictures of the re-cut are attached. This is a construction project, we are not responsible for meals and prolonged disruptions in households. It is what is expected during a construction project. As far as communication, the sales rep sent us screenshots of all her communications with the customer. She was responsive and answered all questions. As for a resolution, what does the customer request? We have already completed the installation and the re-cut was installed per customer's request.

• Initial Complaint

  Date:08/14/2023

  Type:Order 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 June 24, 2023 I entered a contract for granite, quartzite and quartz pieces for 4 different areas of my house, the kitchen, spare bathroom, great room and primary bathroom. I prepaid per their company policy. The process was to take approximately 4 weeks. I met the measurer onsite at my house. I explained that the spare bathroom would have to be measured at a different time due to the work my contractor was performing.
  The installation occurred on July 18th. When they installed the kitchen, it was miscut where as the cooktop and grill could not be installed and cut into the wall causing me do incur additional expense of having my contractor fix there mistake. The sink was installed backwards.
  The spare bathroom was a straight cut rather than the dip in that I requested.
  On July 19th, I spoke with my salesperson and told both about being ready for the measurements to be taken for the primary bathroom and about the mistakes and was told I would get a return call. Upon not receiving a call, my contractor offered to be the contact person and spoke with her several times.
  After not having a resolution, I called back on July 31. I was assured that I would as the highest priority and that they would correct the kitchen when they installed the bathroom.
  On August 10th, they installed the primary bathroom with an incorrect backsplash and did not touch anything in the kitchen.
  On August 11th, I have spoken to my salesperson. I was told that they fixed the kitchen when in fact, they had not made any attempt to fix it. I also attempted several times to have the manager contact me. In my attempts, I have been hung up on and told that I would receive multiple calls to no avail.
  Within their contract, I have 3 working days to report any damage during the installation process. I have met that requirement and they have repeatedly failed to follow up or correct the issue. The kitchen issue has been going on for over 3 weeks with no resolution given or promised.

  

  Business Response

  Date: 08/17/2023

  The primary bath was scheduled to be installed on August 10th & the installer was asked to review the repair request of the cooktop, grill, and sink since he was going to be there anyways. On August 10th, the primary bath was installed and after reviewing the repair request, the installer noted that our repair man should go out. A repair request was sent over to our repair guy and our repair man came to repair the cooktop, grill, & sink on August 14th. As of August 14th the kitchen is completed and fully repaired. The backsplash for the primary bath is currently on the schedule to be installed on August 19, 2023. After that the job should be complete. 

  I would like to note that no associate has intentionally hung up on this customer. In this particular scenario, the associate tried to put the line on hold to try to reach the sales rep but instead accidentally hung up. However, the customer was called back once the sales rep was a hold of. 

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair 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 scheduled my instal for granite on Friday, February 22, 2023. they wanted to come out Thursday February 21st to install, I said NO because I couldn’t be there. The installer still went ahead and installed without my permission. That was the first big issue. A person they’re working let them in and didn’t realize what was going on, which was NOT the home owner. THEN, I get there to inspect my counters and my granite corners are inconsistent. Some corners are square and some are round. I asked for eases edges with square corners. I addressed both issues with Tonia, my point of contact and she said she would review it and get back to me. A few days later I get a surprise group text from a lady named Liz and Tonia who sold me the granite stating they threatened to put a lien on me randomly. Payment was never discussed before, I was waiting for Tonia to get back to me about the corners. I paid the remaining balance unhappily and haven’t heard from them since. They never responded. Money needs to be given back in the form of a check due to installers entering my house and installing without my permission and my corners of the counters need to be fixed so they are all the same. Square.

  

  Business Response

  Date: 03/20/2023

  The installer was already onsite before customer said responded and said no to installation for that day. The installer was let in by whoever was in the house. The installer didn't know it was a worker. Since installer was let inside the home, it is assumed it was the homeowner and if not the homeowner then it is approved by home owner. If the home owner didn't want the installer there, why was there no instruction given to the person who let our installer into the home? The corners/radiuses are consistent on the countertops. There were 2 different rooms getting countertops, the kitchen and the bathroom. The kitchen has consistent radius and the bathroom has consistent radius. But they are different from room to room. The kitchen has more square corners, which is consistent in the kitchen. The bathroom has more rounded corners, which is consistent in the bathroom. Attached is the paperwork/template showing the measurements & details of the job that was approved by the customer with customer's signature. We at Granite Depot, reviewed the paperwork and everything was approved and signed off by the customer. After installation we waited on a payment from the customer. It is stated in the contract, which the customer signed, that final payment is due upon installation. When a job is not paid for within a week of installation, it is company policy to send a Notice of Lien to the customer. We did not even mail the notice letter out. We wanted to speak to the customer first. Customer is claiming we threatened her with a lien. We simply advised her of our company policy which is not at all a threat. No refund will be approved for installer entering the home because someone in the home opened the door and let the installer inside without issue. If it was an issue, then it should have been made known prior to being let inside the home. Also, we will not be able to reimburse customer for the corners because those corners were approved and signed off by the customer on the paperwork. We can offer to look at the corners and see what can be done about them. But we cannot refund something that the customer approved or signed off on. 

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Ms. *******, or Rachel for reference.  

  I'm glad you finally have realized you made a mistake and put protocols in place to keep this from happening again. BUT, that doesn’t fix the mistake already made with me. Money back off of the purchase price would be sufficient at this point. 
  

  As far as the corners, it was never discussed that they would all be different. It doesn’t matter if it’s in the bathroom or kitchen. They should be consistent throughout. Below I have pictures of the different corners just in my kitchen. They are inconsistent.  If you cannot make them all square, then simply replace the counter tops. It really is that easy. 
  

  The measurer also did not make the corners inconsistent on the template. They were all squared off in grid form. 

  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 04/24/2023

  At this time we do not feel any mistake was made on our behalf.  The facts are clear in the matter:

  1) We were let into your home.  The install crew had no knowledge that you were not the person allowing them into your home. May we suggest, that if you have people at your home, during your absence, that you instruct them not to let trades people in your home without consulting you first.  As stated numerous times, the install crew knocks on the door, states who they are and why they are at an address. 
  Example:  "Hello, my name is Bob, I am here with Granite Depot of Columbia to install kitchen granite".
  The installers were told, "ok come on in". NEVER ONCE WERE THEY TOLD NOT TO ENTER OR NOT TO INSTALL. Therefore, we do not view this as a mistake on our part. There will be NO refund given.

  
  2) As far as corners, please see the attached drawing that was signed off by ****** *******. In the drawing the template man has noted the corner on the peninsula to be squared. Nowhere else on that drawing has a request of squared corners. Again, you, ****** ******* signed off on the drawing.

  
  At this time Granite Depot will not be issuing any form of a discount nor will a re-cut be done on the company's expense.  

   

  Sincerely,

  Granite Depot of Columbia

• Initial Complaint

  Date:10/28/2022

  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 been completely abandoned by this company. I purchased a new quartz countertop from them for my bathroom and it was installed on August 18th. The faucet for the vanity unfortunately arrived by mail late on the same day that the countertop was installed so they were already gone by the time it arrived. Their associate initially came across as "trying" to help me out by getting a crew back to my house but at the time of filing this complaint (October 27th) they have STILL not returned despite all of my attempts to see if they were still going to come. I even requested that I get formally scheduled for a revisit THAT I'M WILLING TO PAY ANY ASSOCIATED FEES FOR. After getting desperate I reached out to some of their local competitors to see if anyone could just drill the holes so I could install my faucet and I have been told by some that they REFUSE to do any work behind Granite Depot because of some of their unethical business practices and they dont trust them as a company. Now I'm going on 10 WEEKS stuck with an unusable vanity that has a sink but no faucet. At this point I have lost all faith and trust in this company. There is absolutely no way I could wisely allow them to finish the work after filing this complaint out of fear that they may retailiate by damaging the stone in the process.

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Per our contract that the customer signed, "All pertinent appliances & fixtures, including but not limited to, sinks, faucet assemblies, stoves, etc must be on the job site at the time of installation or a return trip charge will be assessed". We do not offer faucets for purchase. As per contract, the customer was aware faucet was supposed to be provided by him before installation. As the customer stated in the complaint, the faucet that was not at the job site upon installation. Our installers are not going to wait for a faucet to arrive when they have other job sites to attend to. After the faucet arrived, the customer requested we go back out there to drill holes for the faucet. Customer requested us to work it in our schedule when we are in that area so he could avoid paying the additional return trip fee. We agreed to that to save him extra costs. The sales rep did everything he could to get it coordinated. However, we have not had any jobs in that area since the agreement. Customer then reached out and said he would pay the return trip fee to get the faucet holes drilled. However, by this point we were unable to get him scheduled immediately because our schedule was full. At this time, our schedule is able to accommodate the customer's request and if the customer allowed us to come there, we would be more than happy to get this taken care of. Please note: had faucet been there as agreed upon per contract, these issues would have never occurred.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As per the original complaint I was well aware of any associated fees that would occur as a result of the retun assessment per the contract. From the text message evidence presented with the complaint I began requesting a formal scheduled paid visit over a month prior to the complaint submission with the intent of at least having a date range established whenever that would have been. Further still, despite the claim that they now have availablity to accomodate the request, it can also be viewed via the evidence presented that their recent attempts were no call / no show. There is abolutely zero confidence that the work will actually be performed if not continual rescheduling for more weeks to come. A late delivery of the hardware might have been an error on my part to prevent the original portion of the contract from being fulfilled, but a return trip is still intrisically a part of the contract. Please note: had the scheduled return visit on 10/12 not been a no call / no show, this formal complaint would have never occured.
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  A refund will NOT be given to the customer because his faucet was not on the job site per our contract that was signed by him. However, we can go out there and drill the holes at no charge. Now that our schedule is not as full as it used to be we can go drill the holes. But at the time the customer requested us to drill the holes, our schedule was very busy and we had no jobs in the customer's area. The installer tried but just couldn't squeeze it in his schedule. We would like to apologize that there was a no call no show, that is very unlike us. All our installers were booked and had full schedules for the past few months. I am sure this was an accident on the installers part as it was his duty to let customer know. At this time, we can offer to go out there and drill the holes at no charge. We can send out a different installer and get it on the schedule ASAP at the customer's convenience.
  
  
  Consumer Response /* (4200, 11, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not settle for this agreement as I have zero confidence that it will acutally occur without further delays as historically evident in the presented text message thread. Even after I stated MULTIPLE TIMES that I was willing to pay for the sake of scheduling a dedicated visit (instead of waiting for someone to be in the area) regardless of the timeframe there was still no proactive effort to give me a forcasted date range for when their calendar would be open for someone to come out and perform the work. The evidence proves that it simply put won't happen. I will continue to work with others elsewhere to have greater assurance that the work will be done and will gladly pay them instead if it means having actual tangible results.