ComplaintsforGranite Works

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I ******************* purchased countertops on 8/18/2022 and they were installed on 8/26/2022. The company sent 1 adult, a teenager, and an 8-year-old child to complete the installation. During the installation, my walls and several of the countertops were damaged. They agreed to fix the walls and then back out, they agreed to replace the Island which is 110 inches by 36 inches; they have yet to fix it and keep giving me the run-around. They refused to give out owner or manager information. The installers damaged the island, and it looks visibly damaged. They need to replace the island for the exact size which is what I pad for or refund me $2500. I h ave been trying to resolve this issue for weeks and they keep giving excuses, and at one point offered to replace it with a smaller island, and I refused. I want what I paid for or they can take it back.

  Business response

  09/30/2022

  We are sorry to hear this misrepresentation of facts and dispute this account from the customer. We have completed her installation and at no time were minors installing her countertops, this claim is wrong and defamatory. Customer berated our employees on many occasions being aggressive, verbally abusive, threatening them with personal lawsuits, etc. We went to their home to investigate the issue and informed customer that there is nothing wrong with the installation. We went even further to set up an appointment with a representative of the material manufacturer to go to customer house to inspect. The representative scheduled his appointment at an agreed time with customer for 1.30pm on 9/20/22 and when he got their customer wasn't home, we tried reaching customer and she said she is not available. After he drove over an hour to this appointment, the representative stayed for about an hour hoping someone would arrive but no one showed. Representative said he would reschedule. This is a false claim because we have tried to resolve this issue on many occasions but was met with abuse and disrespect.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Granite Works on 09/22/2021 asking if I could have counters installed prior to 10/01/2021 for a house that was supposed to go on the market today, 10/04/2021. I was told yes so I signed a contract and sent the deposit on 09/24/2021. Measurements of the space were taken on 09/27/2021. On 09/29/2021, installers were at my house with the counters, but they did not fit. My husband and installers tried to move the kitchen multiple ways to no avail, with my husband even saying get a saw and cut off the extra quartz. One man told my husband that the space was mismeaured. My husband contacted GW and the said we would have to pay to have the counters recut. I called and they said the stone wasnt mismeasured, it was our mistake because my husband pushed the stove back to the wall. I explained that they tried to get the counters to fit any way they could. It was suggested I must have purchased new appliances or new cabinets (I did not).

  Business response

  10/12/2021

  Hi 

  We reached out to the customer to have them fix their cabinets so we can return to install the countertops and they failed to do so. Customer request a full refund but per contract once the material was purchased as in this case she would not be able to get a full refund. We came out originally to measure her space which required that cabinets be installed and not moved as stated in the contract. We measured based on the original layout of the cabinets and proceeded to purchase the material and fabricate the countertops based on this measurements. When we returned to the customer's house to install the countertops we observed the cabinets were re-configured/moved resulting in us not being able to install. We explained this to the customer and told them if they placed the cabinets back in the original layout we can return and install and they failed to do so. Unfortunately this issue is not our fault and is one of the customer's. We tried on many occasions to work with them to have the problem they created fixed but they berated our staff over the phone using obscenities and threatened to use their office the department of labor against us. 

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