ComplaintsforGranite Transformations of Grandville

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Granite Transformations (GT) to reface cabinets, install counters and install a backsplash in my kitchen. They also did the cabinets and counters in my laundry room and main bath. I had them install a new eating bar in my dining area. The project did not go well from the beginning: - GT started 2 days late - Scheduled for 2 weeks, took them 10 weeks - Workers showed up after 9 am and would leave as early as 3:15 pm - Parts and materials weren't on site. - Parts had to be reordered because they were warped but nobody bothered to inspect them prior to the intended time of installation. - GT has no project managers. Nobody was responsible for the project. Remodeling doesn't always work out as planned. So I didn't expect perfection. But, when the mistakes pile up there has to be something that the company does to rectify it. Here's a list of easily avoidable mistakes made by GT: 1. Cut a countertop down so it's not square. 2. Made and installed a cabinet that is too wide over the stove. This is an industry standard but apparently GT isn't aware of it. 3. Installed a door that doesn't match the other cabinets. 4. Backsplash –there's one area where all tiles stand out from tiles to the right. 5. Installed a sink that isn't centered. 6. Attempted to fix the overhang on a sink and made the sink edge rough. All of these are easily avoidable mistakes. They indicate less than professional installation. I asked for and received a reduced final payment as a result. I have a small area on my kitchen counter that has pitting/scaling. I contacted GT to have them look at it. They refused to send anyone and indicated I have no warranty as a result of the final payment reduction for less than professional installation. I was not compensated for purchasing their remodeling services without a warranty. I want to be compensated for no warranty on their products and services. A 30% refund of the total amount paid will cover the risk for not having recourse against GT.

  

  Business response

  06/06/2023

  I will say that Mr. ****** has made both accurate and inaccurate statements in his complaint. Although we wish that all our renovation projects make it to completion without any issues, that is not always the case. We did have some problems along the way but they were addressed. Even so, Mr. ****** insisted on not paying the full amount due at completion. In our contract, it clearly states that this would result in voiding any and all warranties. Based on the fact that he did not pay in full, and the fact that his signed contract states that this would void the warranty, I am going to stand by that action. 

  Mr. ****** is incorrect in his statement that we have refused to come out and check out the issue he reported to us. I should add that, based on the photo he sent us, there is no issue with his countertops. Even so, we did NOT refuse to go to his house. If it's necessary to clear up our response to him, we can resend our last response to his email.  

   

  Customer response

  06/11/2023

   
  Complaint: 20079833
  
  I am rejecting this response because:
  
  I will say the response from Greg D***** (GT owner) has one accurate statement. The the rest is BS. The only accurate statement is that mistakes were made.
  
  > I still have a countertop that isn't square.
  > I still have backsplash tiles that aren't flat.
  > I still have a cabinet that is too large and hangs over the microwave where it shouldn't. 
  > The cabinet over the microwave still has a door that doesn't match the others.
  > I still have a laundry sink that's not centered.
  > I still have a laundry sink that doesn't have a smooth edge.
  
  So the response from GT that these were addressed is false.
  
  I negotiated a reduced final payment due to less than professional products and installation. This is a normal occurrence when a company makes numerous, easily avoidable mistakes which GT did. A company typically concedes and either allows a return where possible or reduces the price. That's what occurred here. I received a reduced price for handyman level of products and services rather than professional level.
  
  The response that I received from GT when I asked them to come and look at the counter was: 1) You have no warranty. This clearly implies that nobody will be coming out. 2) The only person who could do it works in another state (no offer was made to make any arrangements for this person to come). This also clearly implies that nobody will come. I replied to that email and waited for a response. None was forthcoming so I filed this complaint.
  
  It's a flat out lie that GT can determine from the photo I sent them that there's "no issue" with the countertop. The countertop is speckled so it's hard to see the pitting. GT makes the countertop material and clearly doesn't want to stand behind what is their signature product. I've uploaded the image I sent them regarding the pitting. You can clearly see that small areas of the counter aren't shiny. That's where the pitting has happened. Dewitt is lying about this photo.
  
  In summary, I received a reduced final payment due to numerous, easily avoidable mistakes on the part of GT. This is a normal occurrence in business. GT now refuses to warranty their products and installation so I want to be compensated for no warranty as I would never have agreed to purchase products and services from them with no warranty.

  

  Business response

  06/12/2023

  I am willing to stop by Mr. ******** house and assess the issues he has stated. 

  Greg D*****

  Customer response

  06/15/2023

   
  Complaint: 20079833
  
  I am rejecting this response because:
  
  Now ****** wants to come to my house? For what purpose? To see all of the mistakes? To inspect the countertop? Do I have a warranty?
  
  I've been told via email and this complaint that I don't have a warranty. Also, I've been told indirectly that nobody will be coming. In his previous response he said he was standing firm that I had no warranty & he wasn't coming. So why now? Did ****** realize he's wrong? Did his lawyer say maybe you should take a look? Did he realize how bad he looks?
  
  I'm not asking for anyone to come to my house. We're past that. I don't trust ****** or GT to honor their warranty now or if something else happens in the future. I suggested that he visit my house last year when I was negotiating the price reduction. His employee, ****, may or may not have forwarded that request to him. I sent **** photos of everything. It's a bit late to have concern about all of the mistakes made at my house. As for the counter, it's clear GT doesn't really want to stand behind it's signature product.
  
  I don't trust that GT will come here and do the right thing without ending up back here with a new complaint. I want to be compensated for having no warranty. I say it's worth 30% of the total price paid. What value does GT place on their warranty?

   

  
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My cabinetry refacing project #******** was completed on Friday, September 23, 2022 by installer ****************, who is employed by Granite Installation, who is contracted by Lowes. After the installation was completed I noticed a couple of issues. One has been resolved but the other is still open. I reached out to the installer and *****' Customer Solutions Representative, ***************************** several times, leaving voicemails, but neither the installer nor ****** have responded. Last message on was September 30th. The issue that needs to be resolved is that one of the drawers that was refaced is not installed properly. The drawer does not close properly, and the slider railings are not installed properly. One railing is attached higher than the other. I tried to upload the receipt for this project a few times but i can't it to work. The total amount of this project is paid in the amount of $9,171.37. which is quite expensive so i want Granite Transformation to do right by me.

  

  Business response

  11/10/2022

  The job was completed to the customers satisfaction on 09-24-2022 and the job was paid in full. 

  Unfortunately, the customer had several misrepresentations in her statements. We tried repeatedly to schedule a time to complete the job but she is the one who refused to let us in to do the work. She finally let us schedule a time to comlete the job after we threatened to put a lien on her property. 

  Customer response

  11/12/2022

   
  Complaint: 18230617
  
  I am rejecting this response because:
   Granite Transformation folk are lying.  I was not obligated to pay the balance due until the job was completed and they NEVER threaten me with a lien on my property. On what grounds for such a  threat?  If any legal action to take place, it should be me against them.  I paid the required down payment in September 2021, the installer came in Sepemer to process the templates, take measurements for the installation, the installation dates were scheduled for a two-week period in December 2021,  which I took vacation days off from work, prepped the kitchen for the  installation. I called Granite' Office scheduler on the Thurday prior to that Monday's  start date to check that everything was all set and the installer will be at my house on Monday. The Scheduler (****) seem to be caught off guard. He hesitated to reply, then he said that he will check and call me back.   He also said that if I don't call back, the installer will be there.  My response, I need you to call me either way.   **** called me the next day (Friday) to inform me that Granite and Lowes neglected to resubmit the order therefore the order need to placed. Disappointed, I asked when will the order be placed?  **** said, right away and I will contact you when the order is placed and to schedule the installation.   **** told that it will take approximately six weeks before the material arrives.  **** sent me an email days later to schedule the installation the first week of February 2022. I confirmed, taking that week off as vacation.  The installer, *****. was scheduled to arrive at my home between 8 am and 9 am Monday through Saturday.  ***** arrived everyday except one day between 11 am and 11:30 am.  The one day, he arrived after 2 pm and he extended the period thru that Sunday, arrived around noon.  Everyday, he had an excuse, which I found out later that he had lied.  Also he was preoccupied with texting and phone conversations while he should have been concentrating on the job in my kitchen. I was promised by Granite's sales **** **** that I would be very pleased with ******* work.  I was not.  I was very disappointed.  There were several rescheduling periods with ***** by *****/Granite. Granite's Project Manager, ****, got involed. He told me that  another one of Granite's customers complained about ***** as well.  Referencing my ************************, didn't order adequate material and eight doors were mis-measured so in addition to ordering more materials, new doors had to be ordered.   When I finally had enough, I sent an email to Bill that I didn't want ***** in my house anymore because I notice some things that looked like he deliberately messed up.  **** said, there isn't  any other Granite's installer in ************ so Bill scheduled a date when he would come to my home to oversee and assist ***********  I agreed,  however when they came and RUSHED to get things completed, they still missed some of the issues that I had addressed in my email to *********    **** tried to get me to pay off the balance then but he was not authorized to access my account.  I went through all the  cabinets and drawers after they took off and was very upset.  A couple weeks later, one of the drawers  fell down, then another fell a few weeks later. This happened without any interaction.  I just heard a loud crash.  After that happened, I refused to pay the balance .  Then one day a few weeks later, Granite's owner, **** and **** paid me a visit unexpectedly.  I went over the issues with **** and he noted what I had told him.  He asked me if they fix the issues, will I pay the balance? I  said yes, BUT what if something goes wrong later? **** said that we  will take of it. (Another lie).  Granite supposedly fired ***** and a new installer was scheduled.  I confirmed the dates/times for this new installer.  A week later, **** sent me an email to let me know that this installer was working in ******* so he would not be able to make it to my house at the scheduled dates/time as scheduled therefore they  need to reschedule for another period. .  **** requested  some dates in June that I could not commit to, so  I said "no".  I had plans and I am tired of being jerked around.  Finally, we agreed on installer #3, ***************  ******* told me that he replaced installer #2, because he had quit, so again, I was told a lie. Regardless of all this information, and Granite's owner and  his personell's personal feelings towards me, Granite and Lowes informed me that Granite's services rendered are warranted for a year, which will expire September 23, 2023.  They took my money, lied to me and about me.  Granite need to honor the service warranty and fix my drawer issue.

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

  

  Business response

  11/17/2022

  We have no problem fixing a warranty issue. She needs to contact **** at ************ and we can schedule a time to look at the issue, during our regular business hours. 

  Customer response

  11/17/2022

   
  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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