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Complaint Details
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Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The first problem is the contractors left trash and granite pieces in my front yard which we ended up getting a hole in one of our tires which we had to get plugged immediately. The other issues are, they were ******* and moving so fast they left Trash and swept it on the inside of our refrigerator instead of taking the time to clean up behind themselves. The granite is beautiful, but they did crack or chip some of the pieces and you can see it in some of the videos on the end pieces, and it looks like they are slightly off our measurement with the backsplash pieces. Some of the pieces seem shorter than the long back piece. The gentleman left my sink accessories outside instead of taking the time to bring them to me and I just noticed them this morning after they have sat outside all night. I have a few in pieces that are not smooth and very rough to the touch and I believe that is a safety hazard for me and my kids and my dog, if she sniffs, or goes to lick anything on the counter. I have reached out to Mega granite yesterday. I have also noticed a crack right under where they installed the granite countertops and may have put some kind of s**** and it has cracked and chipped the wood that connects to the granite. I believe the Contractors also got some of that adhesive on my front bottom cabinet, but after some warm water and soap and scrubbing for 30 minutes, I was able to remove it being that it dried up. The other thing is when they went to cut the granite, I believe whatever their equipment was caused a crack to the top part of my foundation in my driveway, and the sad part about all of this is they didnt take the time to tell me despite their little to know English as Contractors, right after I noticed some things but now I have not noticed a lot more things so Im hoping that later today they will make things Right.
Business response
01/24/2024
This complaint was submitted within less than 12 hours post installation. The customer had not contacted our office to make us aware of any issues or to request service at this time. Once our office was made aware of the issues, we contacted the customer to discuss any issues and concerns and to set up service to correct. A site visit with an installation manger was also scheduled to speak with the customer and inspect the installed material and workmanship.
Our service department has spoken to the customer and has made management aware of the service issues that need to be addressed and of the customers concerns and wishes regarding receiving a discount against their balance owed. It is out company policy to have the service call and site visit by a manager completed prior to offering and type of discounts or reimbursement. The customer has been made aware of this via phone conversation and email.
All pictures of the customers concerns have been uploaded to her account file.
The noticeable issues that need service to correct are some minor surface issues, reworking the caulking in the back splash to even up and correcting a rough edge on the end of a back splash piece. These will be addressed and corrected at the time of service. This visit is scheduled for Monday 01/29.
The operations manager and the company owners are aware of the situation and have been included in all communications. A discounted amount will be offered post service.
Customer response
01/31/2024
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,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.