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:09/09/2023

  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.

  So we had our granite countertops installed on 8/7/2023. The install guys chipped the sink hole during install. The backsplash looks like it was cut with a dull blade because of how chipped up it is and also the seam had a pretty good size chip too. Also the backsplash where it met in the corners were not flush with each other. The caulking is thick and thin in spots as well. We let them know and they sent a crew back to try and fix it. Sadly the second and third time they just made everything worse. It literally looks like they used a sharpie to color in the seam on the end with a pretty good chip. The backsplash being painted shows the chips even worse because when they painted it the paint had to cover the white caulking and the white caulking seeped into the chips. They have fixed the sink chip 3 times and you can still see the sanding marks and it is dull. The corners meeting are still uneven. This is a very unprofessional job. They have been extremely hard to work with and very demeaning. They want us to have another company uninstall the counter tops and transport them back to them with no damage and then they will give us a full refund. They said they have come out many times to make it look perfect and they just cant make us happy and are unsure if any company could make us happy. They said I was the first to complain in 22 years and that maybe granite just isnt for us. They also said that the job was an 8/10 rating. Thats not acceptable at all.

  Business Response

  Date: 09/09/2023

  Dear Better Business Bureau,
  
  
  I hope this letter finds you in good health.
  
  
  We are writing in response to the claim submitted by Mr. and *******************. We appreciate the opportunity to clarify the situation and to provide our perspective on the matter. We, at Intown Granite and Quartz, hold our customer's satisfaction, trust, and happiness as our top priorities. We have always strived to provide the highest quality of products and services, and we believe this situation is no exception.
  
  
  Mr. and ******************* contracted our services for the fabrication and installation of a granite countertop for their residence. Prior to the installation, we ensured that we had thoroughly educated them about the characteristics of natural granite, including its inherent flaws and porosity, and the possible occurrences of chipping and natural fissures.
  
  
  In keeping with our commitment to transparency and customer education, we also had them sign a natural stone waiver, which comprehensively details these potential issues. This was done to ensure they understood and accepted the nature of the product they were purchasing.
  
  Shortly after the installation, the ******* family expressed concern about a small chip and incomplete caulking of the backsplash. We responded promptly, sending a professional crew to address these issues. Despite our initial repairs, the customers reported persisting concerns, which we addressed by dispatching another crew who spent substantial time perfecting the countertop. ******************* meticulously inspected the work done to her expectations and expressed satisfaction with our work.
  
  However, a few days later, we received further complaints from ******************, who expressed dissatisfaction with the work we thought had been completed to their satisfaction. Despite our growing concerns about the reasonableness of these expectations, we sent another crew to address the issues raised, spending additional time and resources to ensure our standard of quality was met.
  
  When the ******* family then requested half of the money back while also keeping the countertops, we were taken aback by the unusual nature of this request. Given the time, labor, and resources we had invested, this approach was not feasible. Nevertheless, in the spirit of maintaining a positive relationship and to avoid further dissatisfaction, we agreed to a full refund on the condition that they arrange for the countertops' removal, especially after extensive attempts to accommodate the *******' requests. We have reached an impasse where their demands appear to exceed any reasonable resolution within industry norms. That's why we have made the decision to refund the full amount paid, taking on the substantial financial burden ourselves only requesting that they arrange for the removal of the countertops to prevent potential future claims about damage to their property and to accommodate our very busy schedule.
  
  We believe that we have done everything in our capacity to address the concerns raised by the ******* family. We have acted promptly, professionally, and have gone above and beyond our standard practices to ensure their satisfaction. We have been transparent from the outset about the nature of the product and have taken every reasonable measure to rectify any issues.
  
  We regret that despite our best efforts, we have been unable to meet the expectations of the ******* family. We understand that not every customer interaction will be perfect, and we are always open to feedback and improvement. However, we also believe that there are limits to what can be reasonably expected from our company and our products.
  
  We trust that the Better Business Bureau will take into consideration our dedicated efforts and the extent of our attempts to resolve this issue while assessing this case.
  
  Thank you for your understanding and attention to this matter.
  
  Best regards,
  

  Intown Granite and Quartz

  
  

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20578124
  
  I am rejecting this response because:

  Well to start with I have had 2 other professional companies come out and say they can fix this mess. The backsplash will most likely have to be replaced along with the window sill. This is not imperfections of the granite! I know they said they educated me on granite, but they simply had me sign a form that explained it how it can be imperfect, BUT no where in that paper that I signed did I see a spot that said that if the companies blade wasnt sharp enough or that they didnt cut it right I would just have to accept chips in my stone. These are NOT imperfections of the stone. It is the way it was cut and not finished properly. With that said, that is why we were asking for the refund so we could have another company clean up this mess that has been made on this stone. We werent just asking for half back just because we wanted the money  like they said we were. Money is the last of my worries! 
  

  This has been a complete nightmare and everytime they have a crew come out and act like my wife *********************** through it meticulously is a lie. They ask her to look it over and she is not confrontational with complete strangers in her home. They have been very demeaning as to say, maybe we arent people for granite, they never had a complaint like this in 22 years, we cant make you guys happy and not sure any other company could either, and their responses have been less than professional. The first time yes they came out right away, the second time they said we had to wait for a crew to be in the area so that they could come look at it again (that was 10 days later) and I had to message them again and be direct to even get a response, the 3rd time was the topper when their crew came out and was very demeaning. They knew the work was less than perfect by telling us the seam they felt was an 8/10. Well as a customer that is not acceptable. 
  

  I couldnt attach many photos as there is a limit, but the seam literally looks like it has sharpie to try and match the granite along with a grove and the seam in front looks unfinished and terrible. The corners that come together are uneven. The chips along the backsplash are unacceptable and should of just been replaced in the first place. The caulking job is very uneven and has sagged along with cracking in spots. Anything visible to the eye should have been sanded and polished. They chipped it on install and the spot is still noticeable and rough looking. And another small chip they never fixed. The edges look very dull and not polished. Where they have tried to fix spots it has left them looking very unfinished and very visible. They filled in with caulking and asked for our wall paint to see if they could get it to look better and with all the white caulking and chips I now have paint that sits on my backsplash. If you scrape it off it shows white dots where the chips are.
  

  What this company is asking of me to get my money back is very unprofessional and very unethical. I didnt ask for them to do an unprofessional job on my granite! And to top it off they charged us $500 more for a window sill and they never gave us a new estimate. They just sent a payment email with a new amount that they said had to be paid while they were here. Never gave us a chance to accept or deny it. And to top it off they damaged brand new cabinets that were just installed a few days prior! 
  

  At this point I just want their stone out of my house and want a refund. I will NOT pay another company to uninstall their mess and I will NOT transport it back to them. They are just trying to do all that so they can try to say we have damaged it. I will NOT be liable for this removal. I have been waiting on this last step for my kitchen to be done for way too long and now I have been dealing with this for an extra 5 weeks. This is not acceptable and if we cant come up with an agreement by next week I guess we are going to court unfortunately. I will not accept this kind of job for the amount we have paid. So them saying they have given resolutions their resolutions were unethical and very mind blowing. 
  

  They have acted like we are being very unreasonable, but many contractors that have seen pics have said this is not acceptable and people would be fired for this kind of job. We arent picky people, but we do expect a great job for the money we paid. I would think they would want people to see their work in my house and be like wow where did you get those done? But sadly we have had the exact opposite reply from others that come in our home.

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

• Initial Complaint

  Date:04/26/2023

  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.

  March 13, 2023 I entered into a contract for quartz countertop install for ********. I discussed the installation of the undermount sink with salesman *******. Sink clips came with my sink. The installation of the sink was agreed to be accomplished with my provided sink clips. The installation was done. The plumbers were scheduled to connect the sink and dishwasher and install the faucet and air gap. The plumbers were unable to perform the job as the sink was improperly installed. The sink clips I provided were not used. 2 cut 2x4's were installed, neither board actually provided any support and prevented the installation of the faucet and air gap. The sink adhesive was glopped on with gaps and the sink was not positioned correctly from the 2x4's position. I called Intown and was asked to send pictures and they would pay for the repair. I did as they asked. Then, I was also told by the electrician the island counter top install was 1/4 in off - slightly to one side by his measure. I called and informed *** at Intown.- no response to address correcting the installation error.No one has contacted me in response to my emails regarding these issues- I have only been able to inform them and send pictures. I sent an email requesting where to send the bill for the reinstallation of the sink . I would like the island countertop install to be repaired.I did read another customer had issues that were being ignored.

  Business Response

  Date: 04/26/2023

  We have talked with the customer and scheduled a day to come out and take care of her concerns, including the island, sink and chip minimizer. Customer also sent us a bill for her plumbing work which we are reimbursing in full with a check made out to her. Customer is aware of these measures and agreed. 

• Initial Complaint

  Date:02/21/2023

  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.

  Hello,We had our countertops installed today based on the agreement that we had with Intown and it was confirmed with ****** and ******* both in person. We requested round-corner cuts since we are expecting a baby and we want the corners to be safer for her. The countertops were installed but the corners were cut. We called the company and they admitted that the ball was dropped on their end but in order to fix the issue they asked us for an extra charge of $200. They said that it is the only option available even regardless of the fact that the mistake was from their end. We were threatened that the install crew will pick up one of the surfaces and take it away if we didn't pay for everything in full, so we did (we had no choice). Our ask is for Intown to uphold their promise to cut the main surface corner as agreed in-person..

  Customer Answer

  Date: 02/23/2023

  Hello,
  
  I've been directed here for my request to resolve the complaint below. The business got in touch with me today, came promptly on site and addressed my issue.
  
  Therefore, I'd like complaint ******** to be resolved.
  
  Best Regards,
  *******************