ComplaintsforGTSW LLC

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  On 6/23/23 I called tregarding chips in my counter top. I sent pictures and a compnay called me to say that it was $200 to fix. I called back and spoke to **** stating that I have a lifetime warranty on my counter tops. They said they dont offer that. I said I have it in writing. I sent them what I have, will all the documentation in an email on 6/28/2023. I have not heard back as they dont seem to know how to handle the matter. An email on 7/13/23 from me asking if they received my info, this is what I got back "Yes we received it, we are in the process of figuring out how to handle this issue "I sent a text through thier web site on 7/17/2023, no answer back. I called also on 7/17/2023, left message, again nothing. I have all the emails regarding this and am not getting any responce from them.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased kitchen countertops and mosaic backsplash from Granite Transformations on 1-26-12, which were installed on 2-22-21. We decided to use this company based on their lifetime warranty and the stated durability of the product compared to natural granite. Within days of installation we reported issues with exposed stones on our countertops. We continued to have ongoing issues with follow through and communication due to multiple changes in store leadership/ownership. At one point they attempted to "fill" the exposed stones, which was a quick fix that ultimately failed and was unsightly to say the least. We are now noticing various spots of fading and "white discoloration" on the countertops, which prompted more attempts to contact the local store and ultimately the corporate office. The local office sent a representative to my home in August 2022 (******************* ************) who states he say a similar issue in a home in Sun City and the product needed to be replaced. He sent his pictures to the corporate office in *****, which is now trying to say that the white fading is a "stain." They are no longer returning my attempts at contact for further discussion. When I reached out to the local store recently, Supervisor "****" said he would charge me a "service fee" to address the exposed stones, despite the fact that the lifetime warranty paperwork clearly states they will cover "repair or replacement including labor charges." Meanwhile, the countertop isn't level which causes water to roll down the front and onto the floor if unnoticed. I believe this company is retaliating against me for my expressed complaint and wants to leave me with a faulty product so this multimillion dollar company isn't out costs. Our total cost was $5362.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Granite Transition (GT) project to re-face Kitchen and Main Bathroom:******************* came out to our house on Saturday the 4th of September 2021, good visit, like what we saw and heard.Sign contract to replace cabinet fronts in Kitchen and Main Bath, paid half of cost, asked how long for project to be completed, 2 to 3 months, was what we were told.Sat Sept 12th, 2021 - We wanted to go to the showroom to see what we picked out in person, was supposed to meet with *********** showroom. We had it confirmed that he would be there. We were at the showroom and no ****, and the person at the showroom had no clue about us coming in or what we picked, so we were unable to see examples.Sat Sept 12th, 2021 called **** he said he was sorry and that his boss told him to go somewhere else. Red Flag Number one.Sept 21, 2021 No one has called so emailed **** asking the next steps, he said someone will be calling to measure and install date.Week of the 4th of Oct 2021, received a call from the measurers they will be out to measure, picked 8th of Oct 2021 for that measurement. ***** day needing to take Time off.Was called from office manager (she said that was who she was), they said we will have our install done before Thanksgiving 2021.Thanksgiving came and gone no word from company. Red Flag Number Two.Called (GT) company Dec 6th, 7th, 8th, 9th, left message every time, no return calls.There is a lot more information:Oct 3rd, 2022, Had a good talk with the first person in months from this company, she was in **********, and didnt know anything about our job, I sent her this word document. She said she would find out more information and call me back either today or tomorrow. I have a little hope, but this company has to do something for us, we the customer fulfilled our obligation but the company has not. She has not called back.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I signed a contract with Granit Transformations of Arizona on 3/25/22 to do a kitchen remodel. With a signed contract, I also put down a $1,000 deposit. Work was scheduled to begin on 6/8 for countertop work, then the week 6/13 to do cabinets. We found out in May that my wife had to go in for a C-section on 6/13 and I began reaching out to the sales rep who we signed the contract with and the local Arizona number to see if there was anything we could do to adjust the schedule. I received no calls back. I contact the corporate office in Florida and was able to get someone in customer service there. The week before the install, someone came out to our house to map our countertop. At this time we were told the countertops were on back order and that someone would have to come in to demo our kitchen island before he could map the countertop. The contractor told me he was going to reach out to see how quickly someone could come in to demo the kitchen island and if there was a different countertop we could use. We never received a phone call back. I continued reaching out to both local and corporate customer service. I finally was able to get a regional manager the day before install was to start. I still have given no information to a start date. I then asked him to cancel the installation which he agreed to. I was told it would take 5-10 business days to receive the check back. I called back after 2 weeks and was told this manager no longer works for the company and he did not submit to have my check refunded. I then spoke to **** who was filling in for the manager no longer with the company. He also told me he would issue a refund. It has now been 5 weeks and I am no longer receiving any calls back from **** or the local office. I have spoken with ******** at the corporate office several times and she has told me I would receive a call back and I am still not receiving any response back.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They were hired and estimate signed on 9/14/21 and 6,000 ( which was half ) dollars paid for my kitchen remodel. I do not have a copy of the contract, only a handwritten estimate. Work was promised to be completed by Christmas of that year. Here we are after 10 mths and it's not done. I am left with holes where my kitchen drawers are supposed to be. I was told by a new Mgr. that they have lost my measurements and they have no idea what work has been completed and what hasn't. Two days later he texted me and said he no longer worked there. Over the last 10 mths it has been impossible to contact anyone. I have sent emails, texts and called with no replies. A new office mgr finally called me the first of June promising she'd stay in contact with me and wanted emails of what work has been done and what hasn't, I immediately sent pictures., it's been going on 3 weeks now and I have sent emails and called with NO REPLYS. At what point does this end.?? I do have documentation of my timeline and dates because now it's just ridiculous. I have had very little contact with the company (only because they refuse to call me or answer my emails ) and now its "crickets " from the only one that would respond. I don't know where to go from here? This work should have been completed months ago. And Lowes is the one that told me where to go when i started this remodel. They're a preferred vendor. I have contacted Lowes on this already. At this point I am so mad I don't know if I want them to finish. ?? I have sent a certified letter to them asking for a copy of my contract and my intent to contact you and the Az. Registry of Contractors. I do have all my texts and emails and have documentation

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract on September 7th.2021. Part of my work is done, part of it is not. Now it is Feb. 7th, 2022 and my cabinets were supposed to be started today. The schedule was set weeks ago after waiting months. Got up early and made all arrangements for the cabinet guy to come. (he was scheduled Feb. 7th and 8th) He was supposed to come between **** am. No one showed up. I called Granite Transformations and they told me he would be there by 11am. He never showed up. They said he tried to call me the previous Friday to start early???, but I had just gotten out of the hospital and did not even see the message until the evening. Tried to call *****, but his phone does not receive messages. And we are trusting this guy to set up appointments who can't even be reached by phone? I have no idea if he will show up on the scheduled date. It is surpassing the 5 month **** of signing my contract. This is totally unacceptable, and G.T. needs to stick by there appointments and if their guy con not be contacted they need to do better to communicate the schedule. I am so disappointed that I ever went with this company.

  Business response

  02/08/2022

  Our cabinet installer called no less than four times the previous week trying to confirm a start date with the customer.  He left voice mails asking for a call back to confirm.  When he did not hear back by Saturday he moved on to the next customer so we wouldn't have a gap in the calendar & further delays.  I'm sorry that *** was in the hospital, but we can't be expected to wait indefinitely or without communication to service her needs.  She had previously complained because her first product choice was unavailable, again, out of our control.  We offered her a substitute, which she accepted.  I spoke to *** yesterday & while she was courteous on the phone, she didn't seem to understand why we didn't just show up on Monday.  I can't tell you how many times we have gone out to a customer's home only to find they have made other plans; gone out of town, or simply forgotten about a confirmed appointment.  We tried to communicate with her & we didn't hear back.  It's as simple as that.  Trust me when I say we want to complete her job!

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/11/2021: Install completed. In the weeks following we started noticing holes, the size of a pen to the size of a screwdriver end, in the island. These were NOT chips-they were defects that were in the surface of the material on 1 particular piece (the island).9/23/2021: Rep from GT came out to look at the holes and advised us he would call **** to see if we could get a new slab because there were over 30+ holes in the piece of granite. I spoke w/**** prior to the fix she said they couldnt replace but they would fill the holes. 1/12/2022: Called the first week of January to ask for someone to come out due to 2 issues:1.The grout line between the counter and backsplash was cracked. Rep was able to address issue.2.The island has major depression due to placing pots on the island. I did NOT place hot pots directly from stove onto island but did put pots on the island when serving food. ****, the rep, who came out to fix both issues was able to fix the grout but couldn't fix the island. He stated that sometimes granite pieces just have issues, and it shouldnt be a problem to get this replaced. He called ****, while he was here, and informed me that she was going to start a warranty claim. I asked what the timeframe looks like and he stated it takes a couple days and recommended I call in the following Monday. I called into GT a week later on 1/19/2022 and left a message for ****. No call was returned. I emailed to request a warranty claim be started on the evening of 1/19/2022 due to no response. No response to email.1/20/2022: I called in a again and left a message to have **** call me. No call was returned.1/21/2022: Call GT of N. Phoenix again was placed on hold another message was sent to **** and *****. I was told that they would have to call me back when they could. I have called for a week now and sent numerous emails. All Im trying to do is find out if a warranty claim was started, what the status is and how long for the repair to be done.

  Business response

  01/30/2022

  We sent a technician out to review on the 12th of January.  He took photos, which unfortunately didn't show anything visible enough to make a determination.  These photos were received by me on the 19th.  We have been in the process of moving offices, and I did not receive any messages the *****st of January, as stated.  Our receptionist is usually very good about forwarding messages, so don't know why I didn't receive if they called as stated.  I spoke to the slab company and was able to get them to bypass the official warranty process and just give us a slab to replace their countertop.  The warranty process probably would have taken quite a bit longer, so we are fortunate that they are just taking my word that the counter should be replaced.  I spoke to ********************* on 1/21/22.  ***** agreed to wait until our slab shipment arrives that is currently waiting to dock & go through customs, so we can have everything shipped at once.  We should be able to replace the counter within a few weeks of receiving the replacement slab, and we will be in contact with them to set a date once we receive it.  I sent an email confirming our discussion of 1/21/22 on 1/28/22, but have not received any kind of confirmation from the *******.  

*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. ↩