ComplaintsforSuperior Granite, Inc.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ****** ***** and I am filing a separate complaint for the granite in my kitchen, which is related to a ongoing complaint that is currently open with BBB. A warranty request was initiated by ***** Home to fix our granite issues a few weeks. We did not know what the problem was it, but it was getting worse. There were areas that were changing colors (not too sure). Last week, a technician name Bob came to our home and the only thing he did was put a baking soda/peroxide solution on the granite. Not only were the areas still there but it was starting to turn a different color. At that point, the solution that was utilized did not work and the granite may be defective. Additionally, we were given a granite sealant kit to seal ourselves. Also, We were told that the warranty does not cover chips, scratches or marks but this issue does not fall into that category. We are being denied the proper repairs that we are entitled to because we are within one year of moving into our home.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/10/13) */ Superior Granite has a longstanding, professional relationship with ***** Homes and we work diligently to consistently meet their needs as our customer. Although ***** Homes often gives their own customers the option to select granite for the home being purchased, our contract is exclusively with ***** Homes and not with their customer. That said, we extend a one year warranty to ***** Homes that covers "failures caused by defects and improper fabrication and/or installation that may occur during the original installation of the product". Our warranty further explains that we do not cover "physical and/or chemical abuse, staining, and/or improper maintenance..." There are additional circumstances not covered by our warranty, but they do not apply to your specific case. We were hired by ***** Homes to install granite countertops on February 3rd, 2021 at the home you purchased from them. On September 22nd, 2021 we received a call from you regarding a stain you had on the granite in your kitchen and we scheduled an appointment on October 1st, 2021 to have one of our technicians do an assessment. As promised, on October 1st our technician, Tom, arrived at your home and concluded that your stain was likely caused by hot grease or something similar. Tom prepared a baking soda and peroxide poultice to cover the stain. This is a well know technique that will hopefully draw the stain out of the granite. Tom instructed you when to remove the poultice but also explained that it is not a sure fire remedy to remove all stains, although it does work quite often. All of this was done as a courtesy to you by Superior Granite as stains that appear after installation are due to the actions of the homeowner and are not covered under our warranty. Superior Granite has gone above and beyond what we are responsible for in an effort to help you resolve your issue. We would recommend that you purchase products marketed specifically to help remove stains from granite and that you reseal your countertops on a regular basis to prevent this from happening again. We hope you find a satisfactory solution and get the results you are looking for. Consumer Response /* (3000, 7, 2021/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) To rebuttal the response, we highlighted that the problem with the granite was neither "physical and/or chemical abuse, staining, and/or improper maintenance". Regarding our situation, we said that it looked like a stain, we were not sure. That's why we reached out to get an expert inspection but the technician wasn't himself what was wrong, so he tried the baking soda/peroxide soltion to see if that would work. After reading a copy of our Non-Warranty Items list from ***** Home, section #5, it states "Chips, scratches, or marks in or tile, vinyl, woodwork, walls, windows, floors, porcelain, counter-tops, brick, mirrors, plumbing fixtures wallpaper, etc., which are discovered after move in or closing, whichever comes first, are not covered under warranty". The granite issue does not fall into this category because the technician could not really tell us exactly that was wrong with the granite. Lastly, we had issues in multiple areas that was not near the stove or anything else. One of the areas was turning a redish-brownish color. We were not sure what it was but none of the issues we've had with the granite was by our doing or improper maintenance, staining, or abuse. Business Response /* (4000, 9, 2021/10/28) */ We appreciate your response. If you have any further concerns we recommend you contact your builder directly. Thank you Consumer Response /* (4200, 11, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know if this is a refussal to correct the issue that falls within the our warranty or are you conveying that the builder will rectify the problem? The response was not clear.

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