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:06/06/2023

  Type:Order 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.

  Signed contract 2/10/23, initially just for countertops, but after recommendation, we added full height backsplash 2/13/23, $10202 pd $5101 dep. ********* asked how tall the splash should be above the range, we advised from the top of the range to the bottom of the hood would be 36", to which ********* wrote in 36" ht of splash above range. I called to schedule template and install for both countertop and backsplash with ********************* on 3/17/23. We were provided dates of countertop template 4/20/23. countertop install 4/28/23, backsplash template 5/1/23, backsplash install 5/3/23. During this call with *****, I asked if we should hold off until we received our vent hood to schedule backsplash template and install. ***** advised that since we had exact hood specifications, we would be fine to proceed. Countertop template and install went perfectly, unfortunately from the backsplash template to the install, nothing has gone correctly. ******, conducted the template on both the countertop and backsplash. ****** came on 5/1/23 for the backsplash measurements, I verified a 2nd time that we would be fine to proceed with backsplash even without our vent hood being in place and the 36" ht above range. For some unknown reason, the backsplash template not only took incorrect measurement of all our outlet boxes, but also changed the splash ht above the range to at/or above 38". This caused a delay in the backsplash install, which was supposed to be completed 5/3/23. These errors caused delay and scheduling conflicts with our other contractors and more importantly, due to the increased splash height above the range, our vent hood would not fit. Since 5/4/23 we have spent countless hours leaving VM, sending emails to get PG to honor the contract, which clearly stated the 36" ht above the range. PG has now agreed to pay for and fix our splash ht above the range, but will not acknowledge the financial hardship their breach of contract caused and 6+ weeks of added time.

  

  Business Response

  Date: 06/06/2023

  Please see attached the *** Summary of response" with further details backed up by evidence and attachments of the occurrences.

  Planet Granite, *** worked continuously to resolution with the client on a matter that could have been avoided had the client not breached the contract, and our employee had not taken the clients verbal direction on a measurement adjustment of 2" during that appointment. The issue is corrected now, a discount to pay her contractor of $2110.00 was already applied. This left a remaining balance of $3601.01 due in which it appears she is now disputing, and only want to pay $5,101.00 on a kitchen worth over $10,202.01. To find peace with the clients monetary complaint filed today, we will work with her on the balance due. Our council has agreed this is a gratuitous offer, due to the clients breach of contract. Please note we have much more documentation of communication with the client through this process, and additional photographs if required. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20145148
  
  Since bringing our issue exceeding contract to PG, we've left 20+ messages, sent 20+ emails trying to work with PG, allowing them to cure their breach of contract.  Throughout our project, each change we initiated came with a new contract.  All changes requested include more quartzite which resulted in additional charge.  At no time did we grant ****** authorization to PG, in fact we have emails supporting this, and we recorded every contractor interaction we had in our home as record.  Exceeding the contracted ht of 36", to 38" has caused our hood chimney not to fit, our pot filler was not centered, and extended our project an additional 6+ weeks.  As history shows, had we requested an increased splash ht of 2", that's more quartzite, which results in added cost and new contract.

  We appreciate that PG corrected the splash ht per contract, the $2110 credit only covers additional work our contractor had to perform in order to meet requirements PG dictated to cure the breach. What PG fails to recognize is the additional cost and time we have invested, not to mention inconvenience and time lost at work, resulting in cancellation or rescheduled work trips due to this error.  Our kitchen would have been finished  5/5/23.  

  We chose PG after researching that they are an active BBB member, with 25 years of service and 0 complaints.  Typically, that's a sign of a company who performs quality work, and if they make an error, they own up to it and make things right.  Thus far, it has been a month's long battle, that has included name calling and finger pointing.  

  To date, we have paid PG $5101.00 (2/15/23 $4892.97 & 4/25/23 $208.03) of $10,202.01.   According to an email from PG COO, *************************** on 5/30/23, ****************** advised that our remaining balance, after the credit of $2110 (see attached invoice) is $2991.01.  Now, for another unknown reason, PG claims we owe $3601.01.  

  
  *****************************

  

  Business Response

  Date: 06/08/2023

  In review of *********************** response, Planet Granite, **** is willing to honor our company's integrity and her final request for client satisfaction and will take a loss and waive her fees. 

  We will accept her signature on file for the work completed form and this discount as final closure and resolution. 

  Attached is her final invoice reflecting a $0.00 balance due to the company for her new kitchen countertops, in which I will promptly e-mail to the client. 

  Thank you and please free to let me know if you have any further inquiry. 

   

   

  Customer Answer

  Date: 06/12/2023

   
  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,
  
  *****************************