ComplaintsforPremium Granite Works Inc.
Current Alerts For This Business
As of February 14 , 2024 BBB files indicate that this business has a pattern of complaints concerning the following issues:
Refund/Exchange Issues
Consumers complained that the business didn’t follow through with the contract and failed to refund after cancellation.
Billing or Collection Issues:
Consumers complained that their credit card was charged without the consumer's authorization.
Service Issues:
Consumer complained that the service provided was inadequate.
Guarantee and/or Warranty Issues:
Consumer complained that the business did not provide good service.
Contract Issues:
Consumers complained that they weren’t able to cancel the contract.
We offered Premium Granite Works Inc. the opportunity to address the above identified patterns. We did not receive their response.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
We hired Premium to complete our kitchen renovation. On August 23, 2022 we paid a deposit of $15,000. In October, staff came to do final measurements and notified me their original calculations for the kitchen were off. A supplemental contract was created to honor the full renovation. An additional $3335 deposit was made on October 14, 2022. In both the original and supplemental contracts (attached) we were told that Premium would provide the demo of our old kitchen, design for the new space including our boot room, and the installation of shaker cabinets and quartz countertops. These cabinets would include soft close hinges, heavy duty hardware where discussed, mouldings, toe kicks, side panels and additional add ons; a lazy susan, custom hood fan, handles and much more. Demo began on February 7, 2023. A payment in the amount of $12,180 was paid. Installation of the new cabinet boxes began on 2/10. The cabinets were incorrect. Bill, the owner, called a few days later to personally assure me that Premium would reorder the correct cabinets. Countertops were installed. A final payment was made on March 1 in the amount of $4200. Since then, our family has been living in a partial kitchen. We have reached out to Bill, on the phone, via email and in person to determine when they will be back to complete the kitchen. In each instance, Bill and his staff have put me off, made excuses and placed blame in every direction. In April, I was told that cabinets would be there by May 18 and installed in June. In October, I was guaranteed the kitchen would be complete by the end of the month or my money back. In November, he wrote a personal guarantee with date or 40% of my money back. In December, Bill admitted that nothing was ordered to fix or complete the kitchen. He was working to get a line of credit to reimburse us so we could hire another shop to fix the mess Premuim made. I have attached a handful of emails, the original contracts and the handwritten personal guarantee.Business response
18/01/2024
I apologize that **** feels she has not received the customer service she deserves. All my staff know that it’s our job to make sure customers are heard and if there is an issue the customer is provided with a solution regardless whose fault it may be. I will be having a conversation with my staff and Bill as this clearly should have been brought to my attention well before it got to this point.
My partner and I purchased the assets of Premium Granite Works Inc, its lease and employees under our new number corporations and we are DBA Premium Granite Works. We took over Oct.1st, 2023. I was not aware of this situation and I know Bill will want to take care of this as well.
Our customers our everything to us and we have made substantial changes to our team, process and technology to improve customer and internal communication and the overall customer experience. I will personally reach out to **** tomorrow to see if I can come up with solution or at the very least help this get resolved quickly.
Customer response
28/01/2024
Complaint: ********
Thank you for your response in this matter along with the follow up call.
Unfortunately, apologies and chats with employees don’t finish kitchens and resolve financial commitments.
When we spoke, you mentioned communicating further with me(on Monday or Tuesday). It has been 6 business days, 10 calendar days since we spoke. There has been zero follow up or efforts to facilitate making this right.I am rejecting this response because I seek reimbursement on the contract signed. This response offers no reimbursement and points fingers out instead of taking accountability. The kitchen cabinets I ordered and paid for never came.
Sincerely,
**** *******Initial Complaint
20/10/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Premium Granite Works *** and ******************* took a $10,000 deposit from me on June 15, 2023 and promised to install an outdoor kitchen countertop. At first, I was told it would be completed by late July. Then I was told it would be completed in late August...finally in mid September, they told me they couldn't do the job. Since then, I have been waiting to get my deposit back. Every week ******************* says my money will be coming next week, but it never happens. Thus, I spent some time looking him up in the ** Court System at ***************** *** ***** *** ********* ***** *** *** ************* ****** ******* ******* **** *** *** ******** ** **** *** **** ********* **** **** * ******* ******* ***** *** **************** ****** **** * ************************** ************** **** ** ****** * ************************** ******************** *** * ******* ******* ***** *** ************** ********** *** * ******* ******* ***** *** **************** ************ ***** * ******* ******* ***** *** ******************************* * ******* ******* ***** *** *************** ** *** * ******* ******* ***** *** ********)Additionally, it now appears that ********************* (****'s Daughter) of business ******* ** *** (DBA Premium Granite Works) has now taken over for ******************* and says that the "new" Premium Granite Works has no obligation to me, as its a different business.Initial Complaint
05/10/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
BE VERY CAREFUL! I sent Bill B**** $2,500 deposit by etransfer to **************************** in 2 installments. He denied receiving $2,000 despite me having confirmation of accepted etfr from ******* and my bank. He claims he received only the $500 that was sent exactly the same way. Had to get **** involved and ***** department at my bank as well. *** confirmed that the e-transfer was accepted by an individual "with same last name". Because of the contract already being signed, I will have to file in small claims court if this does not get resolved. I just want to warn as many people as possible. Bill kept all of my $2,500 even though $500 was never disputed (sent the same way). He claims he already bought my quartz the morning after we signed the contract (even though he supposedly never received my deposit?...yeah right). Bill is taking no responsibility for my $2,000 gone "missing" and so I am setting out to warn any of his potential customers to be very, very careful before doing business with him. Attached is the confirmation of the accepted e-transfer. For customers thinking about dealing with him, check out the CSO, website for small claims against this company/Bill B**** and check out BBB. Something I should have done myself before parting with my cash. Lesson learned. I am asking for refund of entire deposit as I do not want to deal with this business after this experience as it would involve sending them more money.Business response
06/10/2023
My number Corporation recently purchased Premiums assets and are dBa Premium Granite Works. I spoke with **** this afternoon via text message as she would not answer my calls, which is understandable if this was a ***** situation you would want everything in writing. I explained that this was a misunderstanding and that **** did not see the transfer cause it deposited into my account due to an error with our email. I also offered a much needed apology and immediately refunded her deposit as per her request. **** agreed that if her deposit was refunded she would change this complaint status to resolved.Customer response
15/10/2023
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.
Sincerely,
*********************Initial Complaint
14/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We had quartz counter tops and backsplash installed by Premium Granite Works and the utter lack of quality and shotty workmanship is atrocious. The countertops are uneven, the seams arent flush, unlevel, and are very low grade and not industry standard. The pieces that they mickey moused together are not even close to matching and are an eyesore. It looks like they dug through the cut off pieces to compile ones to fit for the backsplash. We were told that the backsplash would be thinner then the material used for the counter tops and that it would be more expensive because it was special order. When it arrived it was the exact same thickness (1.25") and greatly protruded out along our windows. We were told by the installers to call Bill (owner) who then tried to lie and say "he thought we wouldnt notice" as they couldnt get the thinner stone in-stock.They took them back and "cut them down". Once installed the pieces are so different and look lousy. **** **** ************ ********** ***
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Customer Complaints Summary
6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.