ComplaintsforTTS Granite, Inc.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Substandard workmanship, safety concerns, and lack of responsiveness regarding the installation of granite countertops in my home on October 23rd, 2023.Substandard and Unsafe Installation: The cut-to-fit areas in the granite countertops have multiple non-natural chips and cracks posing a safety hazard. The chips in the custom-cut areas are releasing sparkly material. We do not want to ingest or breathe this material. TTS insists that we had approved the layout and the slabs. However, neither the layout was installed as approved, nor did we agree to have chipped, poorly sealed, and potentially toxic material installed in our kitchen by TTS. The layout of the installed island countertop does not match the one we approved. Poor ***************** My efforts to address these concerns with TTS Granite have failed. Upon raising the initial complaints within 24 hours post-installation, a technician visited our home. He attempted to rectify a few issues but left shortly, promising a return visit. During his next less than 5-minute visit, he said the countertops would need to be removed for comprehensive repair. Following repeated requests for a resolution, **** from TTS Granite and a Tech made a 3rd visit. **** acknowledged the cut material had issues, and proposed replacing the countertops and sending ********* options that same pm. After reminders, when he responded, he shocked us demanding additional payment for replacing the tops with a material of lesser value. Moreover, when ************************************* called to demand the remaining payment without fixing the issues, she mentioned that it was a soft granite material and that is why it has these problems. We were certainly never told that it was a soft granite and it would continue to release sparkly dust into our kitchen. We were told it was a high-quality granite by ********, the salesperson.

  

  Business response

  02/13/2024

  TTS Granite has a credible history of replacements, which was an option given to *****************, who declined. As a business that has been servicing ******** and ******* for 37 years, we pride ourselves on customer service and quality. It is disheartening to know ***************** does not feel she experienced it. 

  
  Beginning with ******************* statement, The cut-to-fit areas in the granite countertops have multiple non-natural chips and cracks posing a safety hazard. The chips'' ***************** refers to are not chips, they are natural pits within the stone.  References to cracks are not cracks, they are natural ********** the stone. Pits and fissures are features of natural stone that were communicated with *****************. Please see TTSs material release waiver, which ***************** signed, addressing natural pits and fissures. Specifically, our Orion Blue is a high-quality Granite. Orion Blue is a natural stone that is hard and durable with minerals that add features to the stone. What was explained to *****************, is that the composition of granite can contain surface deposits of softer minerals. The minerals presence is natural, normal, and will not compromise the integrity of a countertop. I, *************************************, used 20+ years of experience within the company and advanced stone education to communicate this to *****************.

  
  My team has communicated these features of natural stone are what ***************** does not like, not our fabrication. This is why my team suggested that we replace her kitchen with Quartz material, a man made stone. 2 field specialists and the Head of Production were dispatched to ******************* residence: ****, Head Installer on 10/24/2023, *****, Head Polisher, on 10/27/2023 accompanied by Head of Production, *******************. Due to our fabrication not being flawed and the professional opinion that the material was not "hazardous", defective, or unnatural, we gave ***************** a discounted quote for her kitchen in Quartz. Her statement that Quartz is material of lesser value is her personal opinion. Professionally, Quartz is not of lesser value. Quartz is man-made to a precise standard of quality that will not feature natural stone qualities that make her unhappy. I have attached the discounted quote for her kitchen replacement.

  
  To continue with her accusations of poor customer service, I truly disagree. My team worked together tirelessly to accommodate this problem. *****************  visited our main warehouse on numerous occasions and received extremely accommodating help for hours from other sales representatives to approve her slab choice. ***************** raised no complaints during the install or before the installers left. It is valuable to note that the company owner, ************************* as well as ******************* were on site at install. After the team left her home and she complained to TTS Granites office about natural stone features, she was immediately attended to which she admits, Upon raising the initial complaints within 24 hours post-installation, a technician visited our home.. TTS Granite prides itself on being responsive and reliable when our customers need service, which is why multiple specialists were sent to attend to *****************. My team repeatedly expressed that the natural stone features were not up to her personal standard, which is why we recommended her a material that would fit her preferences. When ***************** quotes *******************, acknowledged the cut material had issues, and proposed replacing the countertops and sending ********* options., it is our goal to make all customers happy so, ****, understanding ***************** preferences, recommended the best option. Therefore, I stand behind my team's decision to recommend Quartz, a man-made stone without natural features. I also hold the argument that ***************** received above-standard, quality customer service, as she quotes receiving options of Quartz from **** "that same pm.. 

  
  We are a company that values and respects all of our customers. Substandard workmanship, safety concerns, and lack of responsiveness are not what we are known for and not the experience I believe my team and I at TTS Granite gave to *****************.
  

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

  Customer response

  02/19/2024

   
  Complaint: 21264492
  
  I am rejecting this response because:their reply, unfortunately, exemplifies the core issue at hand: rather than addressing the issues and rectifying the problems, TTS Granite has chosen to blatantly deny our legitimate concerns both in earlier communications with us and now through their BBB response when they are well aware that the sparkly dust is coming from the chipped areas as they acknowledged during their visit and via text (please see the new attachment with text messages). This is because they know from their first post-installation visit that the problems are substantial and cannot be fixed in a ***** min visit by a technician. 
  Customer Service Concerns:
  The most transparent example of TTS Granite's inadequate customer service is their consistent choice to argue rather than solve the issues presented to them. In their response, they make a fuss about the problem not being reported when they were on-site (which is untrue, as a significant issue was reported immediately, as detailed below). Even if the problems were reported the next day, any reputable business would readily guarantee their materials and workmanship for a year. It has been very emotionally frustrating and stressful, and this is why we have reached out to BBB for help.
  Installation and Immediate Issues:
  Contrary to the claims made by TTS Granite, the issue of white sparkly dust emanating from the granite was reported during the installation process. **** assured us that the white sparkly material would not be seen after the installers finished cleaning and sealing the material. It is also important to note and to make aware that ***************************************** departed immediately after the countertops were placed on the cabinets. They were not present during the entire installation as their response claims. The two installers left on site also assured us that the white sparkles would not be seen after cleaning and the application of the sealant, which they were supposed to perform in the final step of installation. Clearly, either it was not done right, or the sealant was not the correct solution to this problem. Also, we were told not to use or touch the material for the next several hours.
  That same evening and the following morning, the unsmoothed and chipped/cracked areas on the sides of the countertops became more apparent upon closer inspection and use, and the issues were reported. On all three occasions when technicians visited, they acknowledged these problems. Initially, they made minor repairs and promised to return to complete the fixes. However, subsequent visits either resulted in no action or, as in the third and final visit, an offer by **** to swap the defective (chipped/cracked) countertops. While making this offer at our home he did not mention any additional costs for replacement. He said he would send several options to us that afternoon.  Opposite to what is stated in the *** response, **** did not provide a quote "that same pm. It took two email reminders and phone calls before **** finally responded with only one option given to us and shockingly asking for additional payment. Moreover, I have never said that I do not like the features of natural stone as ************************************* is accusing me of. This is specifically the reason we chose granite because of its unique and beautiful characteristics! What we DID NOT expect from what we thought was a reputable company was that they would not cut, smooth, or seal it properly AND deliver and install chipped/cracked unsafe edges into our home that continue to leak sparkly dust whether these are minerals or not. And refuse to take care of it even after acknowledging that the material has these issues (please see the attachment with texts). These obvious chipped/cracked areas also devalue our kitchen and home for resale. They did spend time when they were trying to earn our business and trying to sell us the granite, but very little time was spent post-sale. Evidence of reminders, emails, and texts clearly shows that they were well aware that sparkly dust was coming from the chipped areas (attached). 
  Communication and Acknowledgment of Issues:
  Our emails and texts to TTS Granite, which I have attached for reference, substantiate our claims. Even a text from the salesperson acknowledges that the white sparkles were emanating from the material's chips, asking us not to touch it. Their guys were going to come and fix it that afternoon. But when one technician (****) came, he said it was too much to fix and they would have to remove it and take it to the shop and our salesperson would contact us. No one ever did!   It should also be noted that TTS Granite's response glaringly omits any mention of the incorrect installation of the island countertop, which was NOT installed according to the signed-off layout. They have installed it backward.
  They have refused to address the issues we have raised in our complaint only to repeat the same things. This is why we reached out to BBB for your help. We DID NOT agree that poorly cut material would be installed. The edges should have been smoothed out and sealed and not have chips/cracks that can be seen and felt. We DID NOT approve that we would be ok with sparkly dust continuously leeching onto our hands, clothes, food, and kitchen. It is very difficult to trust anything *** personnel say since we have been met with continuous contradiction from one person to the next and their refusal to resolve anything.  I even made a last plea to our salesperson, ********, on November 10 to please have *** management fix the issues (text attached) but received no response.
  
  
  
  Sincerely,
  
  ***************************

  

  Business response

  02/26/2024

  It is TTS Granite's highest priority to serve and deliver our clients with above-standard quality service. As a family-owned, small business, it is not our teams intention to argue or cause TTS Granite's clients harm or tension.

  Please see the material release waiver, that was signed by the client "releasing TTS Granite of any liability if there are any inconsistencies in marks, light spots, dark spots, fissures, pitting, patterns or veining in the material.". This is done with every client in order to being the production process. Regardless of the waiver, my team committed to extending all of its resources to service this job twice. My team went beyond our company policy to attempt to rectify this, which is a direct reflection of my teams dedication to their workmanship.

  Multiple stone specialists, in addition to the Head of Production, were dispatched to inspect the site where the natural qualities of stone were identified. TTS Granite has a history of taking accountability with BBB complaints and fully replacing poor fabrication and/or defective material. In this case, it is in our professional opinion that the client does not like the features of natural stone as the material was not deemed defective. 

  Customer response

  03/04/2024

   
  Complaint: 21264492
  
  I am rejecting this response because:TTS Granite is once again attempting to deflect the serious workmanship issue by citing a waiver signed during slab selection. Even by going the same signed document/waiver, (1) the island top was not installed as agreed upon (pictures were attached in previous responses), and (2) nowhere in the waiver does it say that the edges will not be smoothed, polished and sealed and that fabricated material will have manmade chips releasing sparkly dust and we will be bound to accept it as is. As an example of unprofessional business practice, TTS is incorrectly interpreting the waiver and giving their biased so-called professional opinion to hide the serious issues with their careless material fabrication. We have shown the countertops to about a dozen individuals including one in the construction business and without exception, they all have identified poor fabrication of material as the only reason behind the problems raised.   These are NOT inconsistencies in marks, light spots, dark spots, fissures, pitting,patterns or veining in the material that I signed as waiver. Furthermore, no material installed in anyones home should be releasing sparkly dust. To prove that issues are manmade and not natural, we invite any responsible third party to see them firsthand.
  The problems raised were (I will summarize again):
  The edges should have been smoothed, polished and sealed at their shop before bringing it into our home.  This was carelessly done resulting in manmade ******************* areas, which are more visible in broad daylight. In addition to looking bad, the chipped/cracked areas continue to release sparkly dust into our kitchen. Any professional third party will confirm this as well. This was also confirmed by not only our salesperson, ******** (see attached texts again) but also their technician. This cannot be healthy or food-safe! These are NOT inconsistencies in marks, light spots, dark spots, fissures, pitting, patterns or veining in the material that TTS includes in their waiver!!!
  The island top has been installed incorrectly, deviating from the specifications I signed off on. Pictures were previously attached.
  Would like to also know how they came to a professional opinion that we do not like the features of natural stone. We chose natural stone over other options they have. Furthermore, I am the one who has asked them repeatedly to fix the issues from the beginning. Again, please see the text dated November 10, sent to ********, again making a last plea to please ask her management to fix the problems. We received no response from her or anyone else from TTS.
  
  In addition, they say my team committed allof its resources to service this job twice. As already mentioned in our previous responses, the first time ONE technician, ****, came. He made minor repairs and said he did not have enough material to finish the job so he would return. ONLY after repeated requests, he came back Friday (October 27)for five minutes (our security cameras can prove this) and said it was too much to fix and the material would need to be removed and taken to the shop to fix.He did not perform any service. These were unfinished service calls. TTS Granite certainly has not treated us well or taken care of us as a reputable company should and their refusal to take care of the issues noted by their own sales personnel and technician shows it clearly.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Granite Countertops - Warranty Issue Installed 10/12/2020. Called and discussed several times within weeks of installation that granite was staining. TTS Granite stated on paperwork "15 year sealer" I followed all the recommendations on getting risers and cleaning with only soap and water. Now these countertops are severely stained and I reached out TTS and they came to my home twice in May and June 2023 and tried to clean them with no success. They stated "they never seen anything like this" and "it looks like it wasn't sealed properly" The sealer company ****** is denying the claim as the countertops should have been registered within 60 days of installation. I was never given that information at time of installation or at anytime after. Now TTS resolution is to charge me another $2700 for new countertops. This is unacceptable as it is evident that TTS dropped the ball in notifying me that a registration was required for the sealer or sealing the product properly. NOTE: I have two friends that installed granite from TTS and have no issues and also told me that TTS didn't notify them of the registration process with ****** thus they have not registered their countertops but have no staining issues. I paid $4205 for Kitchen and bath in Oct 2020. These countertops are only 2.5 years old

  

  Business response

  07/18/2023

  *****

  We are extremely apologetic that this was your experience as this is not the quality we represent. Please allow us to replace your project to rectify this. Team TTS will do everything in our power to give you an amazing, long lasting countertops. 

  Please know, we have pulled the ****** sealer from our product list. 

*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. ↩