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:05/18/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 believe South Star Granite mislead and deceived me by selling me marble countertops NOT quartzite. They also will not provide me copies of any quotes, or my final bill paid in full, will not provide me with copies of their license(s), and are not abiding by their contractual obligation. On March 28, 2023 countertops were installed.1. SSG has failed to provide proof that the countertops are quartzite; 2. On or about April 6, 2023 (only 9 days after installation) I noticed a ring **** and a few other water splash ****s on the countertop. These ****s would not wipe off. 3. Since that time, I have noticed 2 more water ring ****s etched into the countertops. 4. On two separate occasions I called SSG in ****************, **, to inquire about panda white countertops. I was informed by two different employees of SSG that panda white is a marble slab, cannot be anything other than marble, and is not good choice of slab to use for a durable countertop. In addition to the above, I noticed several areas under the countertops where there are cracks that go all the way through, up the side and on the top of them and it appears to have some sort of filler or caulk. This leads me to believe SSG knew there were cracks before countertops were installed. SSG technicians tried to remove the water****s on 2 separate occasions. They were unsuccessful, and we were told by *******************, that we mustve done something wrong. ******************* just kept gaslighting us and kept insisting we left something acidic on.I informed SSG that if this continues to be a problem and we continue to have etchings from normal use, we want the countertop removed at South Stars expense and a full refund. I have been very careful and wipe up every time I use the sink and water splashes onto the countertops. I cant understand how a countertop can be used for normal every day use if you cant use your sink or set a glass or dish down without the fear of leaving etchings into the countertop. Thank you.

  Business Response

  Date: 05/31/2023

  Dear Customers,
  
  We deeply value each and every one of our customers and strive to provide exceptional service at all times. We recently received your complain expressing your dissatisfaction with your recent experience, and we sincerely apologize for any inconvenience or frustration this may have caused you.
  
  It is our goal to provide top-notch customer service and ensure that all our customers have a positive experience. We appreciate the opportunity to address your concerns directly, and we want to assure you that we are fully committed to rectifying the situation. Rest assured that we are currently investigating the matter thoroughly to determine what led to the issues you encountered.
  
  At South Star Granite, we prioritize the accurate representation and preservation of the original characteristics of our products as per the specifications provided by our trusted suppliers.
  
  Initially, the customer raised a complaint regarding the presence of "water ring marks" on the countertop. Regrettably, these marks cannot be covered under the warranty for material defects, as they are a direct consequence of the countertop being misused.
  
  Upon visiting our store to report the issue, the customer initially attempted to attribute blame to our company for not providing sufficient guidance on the proper usage of the countertop. However, it is important to clarify that such instruction does not fall within our sphere of responsibility.
  
  As a gesture of goodwill, we promptly dispatched an experienced installation team to the customer's residence, at no expense, in order to inspect the damage and explore potential repair options. Unfortunately, subsequent examination of the countertop's condition by the installation team concluded that repair would not be feasible.
  
  Shortly thereafter, six days prior to the expiration of the 30-day material warranty period, the customer raised a complaint about the presence of "cracks" in the countertop. However, subsequent analysis of the provided photographs refuted these alleged "cracks", revealing them to be mineral veins. It is noteworthy that approximately 70 slabs of the same material have been sold to other customers, none of whom have reported a similar issue.
  
  We sincerely acknowledge the customer's frustration and deeply regret any inconvenience caused. Nevertheless, it is abundantly clear to South Star Granite that the customer, subsequent to misusing the countertop, made persistent efforts to shift responsibility onto our company for the resulting consequences.
  
  It is pertinent to note that South Star Granite boasts an extensive tenure of over 15 years in the industry, during which we have successfully installed more than ****** kitchens. Throughout our history, we have on several occasions taken ownership of our errors and rectified them by replacing entire kitchens when it was unequivocally determined that the issue stemmed from a mistake or defective material. Ensuring customer satisfaction is our utmost priority when we are at fault.
  
  Best regards,
  
  South Star Granite

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20071906
  
  I am rejecting this response because:

  South Star Granite (hereinafter referred to as SSG) mislead and deceived me by selling me marble countertops NOT quartzite. On two separate occasions I called SSG in ****************, **, to inquire about panda white countertops. I was informed by two different employees of SSG that panda white is a marble slab, cannot be anything other than marble, and is not a good choice of slab to use for durable countertops. (I have dates, names, and phone records of such communications). This explains why water ring and splash ****s are ETCHED into the countertops and SSG technicians were UNABLE to remove them on two separate occasions. Also, even with extreme care there are several other water ring and splash **** etchings, that I am unable to remove. This also leads me to believe that the stone I purchased is marble and NOT quartzite. 
  
  SSGs response states, Rest assured that we are currently investigating the matter thoroughly to determine what led to the issues you encountered.  Please verify what investigations you have performed and what your thorough investigation has revealed? 
  
  SSGs response states, At South Star Granite, we prioritize the accurate representation and preservation of the original characteristics of our products as per the specifications provided by our trusted suppliers. Please provide the supplier contact information as well as the documentation provided to SSG from the supplier for the slab we purchased. 
  
  SSGs response states, Shortly thereafter, six days prior to the expiration of the 30-day material warranty period, the customer raised a complaint about the presence of "cracks" in the countertop. However, subsequent analysis of the provided photographs refuted these alleged "cracks", revealing them to be mineral veins. Is it SSGs practice to place a filler or caulk in mineral veins which go through the slab from top, down the side, to the bottom? 
  
  SSGs response states, Nevertheless, it is abundantly clear to South Star Granite that the customer, subsequent to misusing the countertop, made persistent efforts to shift responsibility onto our company for the resulting consequences. If SSG can provide the requested information/documentation, and physically see the cracks we have spoken about perhaps this matter could be resolved amicably. 
  
  The South Carolina **** of Laws, SECTION *********, (A) provides:
  (11) false, misleading, or deceptive advertising whereby a member of the public may be misled and injured; and
  (12) contracting or offering to contract or submitting a bid while a license is under suspension or probation;
  
  Therefore it is of the upmost importance and why we have requested numerous times copies of SSGs ************, **, location license(s) at the time the contract was signed, through present date. 
  
  I have also requested numerous times and SSG has failed to provide readable copies of any and all quotes, bills, invoices, and the final bill paid in full. 
  
  Sincerely,
  
  *********************