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Business Profile

Granite Installation

Granite Design USA , Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Granite Installation.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 Granite countertops through Lowes that Granite Design USA installed. The installation was done around the 6th of December. Immediately after one piece of Granite countertop. I immediately called Granite Design USA to try and get the installers to come back and look at it. ( I was there only install that day). I called every number that was listed and everyone went to voicemail including a manager. I then went to ***** and talked to the Specialist *** that I ordered the countertops from. She contacted ************************ and ******* ****** emailed requesting photos. I sent the photos to her. On the 9th of December ***** ****** from Granite Designs *** finally emailed me requesting photos, I sent him the photos. I have been emailing him on a regular basis ever since and I am getting no where with them.

    Customer Answer

    Date: 01/25/2025

    I have not heard from the business in response to my complaint. 
    I have heard from the individual who I have been emailing. How ever he has just answered my question about getting a piece of backsplash from me to compare against a remanent. Theres been no mention of the complaint and truly resolving the issue to my satisfaction. I will be talking to Lowes again the beginning of the week since they are ultimately responsible for their customer satisfaction

    Business Response

    Date: 02/09/2025

    Clients complaint of natural fissure in the countertop piece. Many discussions back and forth about how this is natural and not something that is typically covered, however after the escalation of if the call, management has proceed with a no cost replacement with no guarantee of color match as it is natural stone and can carry form slab to slab.

    Customer Answer

    Date: 02/10/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    **** *******

  • Initial Complaint

    Date:02/06/2024

    Type:Service or Repair 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.
    ********** had Granite Design do the work which was granite counter tops for our condo at *********** **. ****** did the measuring this was the beginning of Sept. We pulled out the sink to check for clearances at this time i told ****** the sink drain should be on the right side or the sink base cabinet as viewed looking at it. The plumbing comes from the right back to the left and this would allow the shortest run and provide space for a garbage pullout. They came and did the install late Oct, I got a call by the installer to have my painter sign off,I was hesitant to do so but the installer assured me that if there was a problem his company would take care of it .I had my painter sign off,we live five hours away and am a general contractor here in CT.Two weeks later my wife and i went up and although they did a nice job they orientated the sink drain wrong it is on the left as facing the cabinet . i called a ***************** who was Granite design rep that we were talking to .Although nice a called her ***** times and got nowhere with her.She did tell me that there was a good chance that the sink which i paid ****** for could get damaged as well as the stone inthe front part where it is not wide it could snap as the sink was epoxied the the granite,with this information i sought to be compensated financially, i asked for the 425 the cost of the sink and 325 for the plumber, i provided those cost that i paid to granite design. Next i got a ********* we went nowhere she offered me 200 i said that was not enough. I then wrote to *********************** {who is in charge there}by way of a registered letter on Jan 10th waited two weeks and heard nothing called on Monday Jan . 22nd got ***************** who left him a message to call me and heard nothing.Am very frustrated by their lack of wanting to resolve this issue. .

  • Initial Complaint

    Date:11/07/2023

    Type:Service or Repair 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.
    We had our countertop installed in June and July of 2022. At the end of July/early August 2023, we noticed our countertop had a crack in it. We reached out to Granite Design USA to find out how to go about this and if our warranty is covered. We were told to send pictures and a description of what happened. Since initially sending an email with our issue in August, we have followed up with multiple phone calls and emails and haven't heard anything from our Account Manager or anyone from Granite Design USA. I've even tried to call reception and they never pick up either. I'm becoming increasingly worried that this is a bit of a fly-by-the-night organization. We trusted them with our kitchen countertop and sink installation/renovation and it is pretty clear that we made a mistake going with them. All we want is proper follow-up and resolution to our issue, but it seems like they are done working with us altogether.

    Business Response

    Date: 11/07/2023

    Good afternoon,

    We have no record of any contact from ****************** following his installation Last summer. Installation Warranties are good for one year from date of installation. I will have the current project manager for his location reach out today to set up a service appointment if he chooses to do so. 

    Thank you,

Granite Design USA , Inc. is NOT a BBB Accredited Business.

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