ComplaintsforGranite Heroes LLC

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to put in a complete counter top for the kitchen. They put in, with the sink hole, and the plumber attaches the plumbing. There was a clamp missing, and water was pooling inside the sink. I called the company and they said they would send their installer out to fix it. I had two different appointments and neither one did the installer show up. My phone number was given to the installer and he was supposed to call when he had another job nearby. Two weeks went by and I didn't hear from the installer. I called the sales manager. I haven't heard back from the sales manager either who said he would contact the installer.

  Business response

  05/12/2022

  We have tried multiple times to contact customer to get this addressed, we have not been able to get ahold of customer, we have crews in the area couple times a week and would be happy to address it, just need to be able to make contact. 

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We hired Granite Heroes (GH) to install quartz kitchen countertops for a client in December 2020. Shortly after the installation, our client informed us the countertop edges were rough, there was an uneven seam and a chip occurred during installation. The sink also leaked damaging our client’s new hardwood flooring. GH addressed all the issues in a timely manner. The only remaining project item was the cut-out in the island countertop for the backordered cooktop. The cooktop arrived in December 2021. On 12/20/21 GH performed the cut-out. On 12/22/21 the appliance installer said the GH cut-out was too large and not squarely cut leaving part of the cut-out exposed (see attached photos). This was due to GH not using the cut-out template provided by the cooktop manufacturer. Several photos of the issue were emailed and texted to the GH owner and sales rep but neither responded. We then met with the upset client on 12/23/21 and confirmed that GH botched the cooktop cut-out. After two weeks with no response, I visited the GH Pacific showroom on 1/4/22 seeking resolution but was told the GH owner was in a meeting and could not talk. On 1/11/22, we emailed the GH owner and sales rep that we were going to file a BBB complaint. It is now 1/18/22 and still no response from GH. We have worked with several countertop fabricators over the years and have never experienced workmanship issues like the ones described above. Countertop installations are straightforward: 1) we order the countertop from the fabricator 2) the fabricator templates, fabricates and installs the countertop 3) we get paid. Working with GH has been anything but straightforward and a complete nightmare for us and our client. We request that GH repair or replace the damaged island countertop and reinstall the cooktop with an estimated cost of over $4,100 (see proposal attached). Countertop fabricators make the majority of the related profits and should fix their mistakes; we fix ours.

  Business response

  01/20/2022

  This is a response to the complaint filed by ****** **********, the owner of Cabinet Solutions,
  regarding Granite Heroes and the work performed for their customer **** & **** **********.
  Granite Heroes was contracted by Cabinet Solutions in December of 2020, to remove and dispose of
  existing solid surface tops as well as provide, fabrication and installation of customer approved material
  for new countertops. Installation was completed on 12/30/20 per contract and industry standards along
  with a licensed plumber for reconnection of the new sink and faucet. All work, with the exception the
  cook top cut out, was completed on 12/30/20.
  We were contacted by Mr. ********** on 12/31/20 to relay a message from the **********s
  regarding a leak and damage to flooring in front of the sink base cabinet. The plumber was contacted
  immediately and was on site within 4 hours of receiving the phone call; granted the response was not
  immediate as it was New Year’s Eve. The plumber determined there was no leakage from the faucet,
  waterlines or drain and surmised the water the customer said they had seen may have resulted from the
  disconnection of the old sink…no water was found inside the cabinet; the customer insisted there had
  been water on the floor UNDER the cabinet which subsequently damaged the floor. A meeting was
  scheduled on site with Granite Heroes, Cabinet Solutions and the **********s, to address the flooring
  damage, although none was apparent. In consideration for customer relations, Granite Heroes felt we
  had no recourse other than agreeing to pay a contractor of the **********’s choice to replace the
  section of flooring. Once the floor was addressed, the customer then claimed they were not happy with
  the fabrication of the tops. We returned, addressed all issues to the homeowner’s satisfaction,
  discussed the situation regarding the backordered cook top and agreed they would call to schedule our
  return trip once the appliance had arrived. The customer was informed there would be a fee to return to
  do this work.
  Cabinet Solutions has a remaining balance of $627 which is over 365 days in arrears, in addition to
  the $250 return trip fee totaling $877; no credit terms were ever extended to customer and per their
  contract, payment is due at time of completion. An appliance being back ordered is not a Granite Heroes
  problem and if a customer does not want to incur an extra fee, they have the option of postponing their
  install until the appliance arrives. The customer contacted us in December of 2021, one year later, to
  schedule a return trip for the cook top cut out, as the appliance had arrived. The **********s were
  instructed by Cabinet Solutions to give a check to the Granite Heroes installer for the balance due upon
  the completion of the cook top cut on 12/21; no payment was received. For a proper fit it is necessary to
  seat the appliance in the cut out; this is common practice and stated in contracts and terms of
  agreement. The dry fit was not possible because of the ductwork and wiring in place for the appliance.
  Since it was not possible to do a dry fit, the installer conferred with the homeowner before making the
  cut; Mr. ********** gave his approval to proceed with the dimension that had been taped off for the
  cut out. On 12/22 after the duct work and wires were properly placed and the area prepped to receive
  the appliance, the customer stated the cutout was inaccurate. After a review of customer supplied
  photos, it has been determined the cut out is NOT inaccurate and will work within industry standards for
  that appliance. Granite Heroes will agree to review the issue but will NOT return to the job site until
  $877 balance is received for work completed. Granite Heroes will not incur any cost for materials or
  service performed by another fabricator, as we have met our obligations of providing countertops that
  were fabricated and installed per customer input and industry standards.

  Customer response

  01/25/2022

  Complaint: ********
  

  CS does not accept the response provided by **** ******, the Granite Heroes (GH) owner. Several of Mr. ******’s statements related to earlier issues that have been properly resolved and are not relevant to the remaining cooktop cut-out issue. Mr. ******’s response also questioned the character of Cabinet Solutions (CS) and our client, the **********s that are addressed in detail below. 
  
  Mr. ****** framed his response as a CS payment issue, which is not correct. Between December 22, 2020, and January 13, 2021, CS paid GH $13,843 (96%) of the $14,470 (100%) in total GH billings. All $14,470 related to work GH performed in December 2020. It should be noted, CS never used GH prior to December 2020 and to-date only used GH for two projects, both in December 2020, one being the ********** project. Due to the workmanship issues encountered, CS has not used GH since. 
  
  Given the issues with the ********** project and to ensure that GH finished the cooktop cut-out, as they agreed to do, CS withheld the small balance of $627 (4%) until GH completed the cut-out. CS never received notice or approved the additional $250 trip charge Mr. ****** claimed CS now owes in his response. Due to the GH workmanship issues, the **********s also withheld $1,195 due CS, which does not include the unapproved $250 trip charge. The $1,195 remains unpaid due to GH’s failure to complete the project properly.
  
  CS will gladly pay GH when they fix their botched cooktop cut-out. As indicated in our BBB complaint, CS made several attempts to resolve the matter with Mr. ****** prior to filing a formal BBB complaint, including an in-person visit to the GH showroom only to find that Mr. ****** was too busy or unwilling to discuss the matter directly. It’s easy for GH to walk away from a botched project after being paid $13,843 (96%). And for the record, the updated total cost to replace the **********’s botched island countertop and to reinstall the cooktop and vent is over $4,600. Again, this has ALWAYS been a GH workmanship issue, not a CS payment issue. 
  
  Items 1) through 4) below include statements made by Mr. ****** (GH Statements) in his response to our BBB complaint. Although all of the items have been resolved and not relevant to the remaining island cooktop cut-out issue, we noted inaccuracies and missing details in the GH Statements that are addressed in our responses (CS Response).
  
  1) The GH stated timeline is not correct. 
  
  GH Statement: "Once the floor was addressed, the customer then claimed they were not happy with the fabrication of the tops". 
  
  CS Response: Both the need to rework the countertops and the water damage to the **********’s new flooring were brought to GH’s attention on December 31, 2020, the day after the GH countertop installation. The **********s sent several images to CS and GH at that time. Since it was New Year’s Eve, a plumber was sent but it was not possible to schedule an examination of the countertops and flooring until after the holiday. In the meantime, the **********s cleaned up the water to mitigate further damage to their cabinetry and new flooring.
  
  2) The GH statement regarding the findings of the plumber lacked important detail.
  
  GH Statement: "The plumber determined there was no leakage from the faucet, waterlines or drain and surmised the water the customer said they had seen may have resulted from the disconnection of the old sink…no water was found inside the cabinet;  the customer insisted there had been water on the floor UNDER the cabinet which subsequently damaged the floor."  
  
  CS Response: It was the plumber’s conclusion that although the lines were no longer leaking after being reconnected, during the several hours that the water lines were open during GH’s countertop and sink installation, the water supply leaked into the cabinet interior and found its way to the corners and down onto and into the **********’s newly installed flooring where the water vapor barrier prevented the water from draining further allowing the new planking to soak up the leaking water. The water damage could have been avoided if GH followed the standard industry practice to cap all water lines under the sink or to simply shut off the main water supply line prior to installing the countertops. 
  
  3) The GH statement statement regarding no apparent damage to the flooring was not accurate.
  
  GH Statement: "A meeting was scheduled on site with Granite Heroes, Cabinet Solutions and the **********s, to address the flooring damage, although none was apparent."
  
  CS Response: It's important to note that the new flooring itself had been installed shortly before the GH countertop installation and the flooring installer, not the **********s, was the one to point out the water damage on December 31 while installing the final flooring trim, the day after the GH countertop installation. Images of the water damage to the new flooring and the cabinet interior walls, where the water had seeped, were sent to CS and GH and are available. The owner of the flooring company was also present at the meeting and verified the damage to the flooring. It should be noted, the **********s did not ask that damage to their cabinetry be addressed. Again, the water damage could have been avoided if GH followed the standard industry practice to cap all water lines under the sink or to simply shut off the main water supply line prior to installing the countertops. 
   
  4) The GH statement regarding the unpaid balance of $627 lacked detail and substance.
  
  GH Statement: "The customer was informed there would be a fee to return to do this work. Cabinet Solutions has a remaining balance of $627 which is over 365 days in arrears, in addition to the $250 return trip fee totaling $877. No credit terms were ever extended to customer and per their contract, payment is due at time of completion. An appliance being back ordered is not a Granite Heroes problem and if a customer does not want to incur an extra fee, they have the option of postponing their install until the appliance arrives."
  
  CS Response: At the time of the countertop installation, December 30, 2020, it was already known that the cooktop was not scheduled to be delivered until March 2021 at the earliest due to COVID-related delays. At that time, Mr. ********** suggested to GH to perform the cut-out based on the cooktop appliance blueprints; however, GH said they preferred waiting until the cooktop and vent were available to ensure an accurate cut-out. This made total sense and GH, CS and the **********s agreed to defer the cooktop cut-out. Several updates were provided to CS and GH throughout 2021 that the cooktop delivery was further delayed. During 2021, GH issued no additional invoices or fees relating to the delay. Again, this has never been a CS payment issue, as discussed above in detail. 

  Items 5) through 7) below relate to the unresolved island cooktop cut-out issue. As in items 1) through 4) above, we noted inaccuracies and missing details in the GH Statements that are addressed in our responses (CS Response).
  
  5) The GH statement regarding payment to Granite Heroes lacked detail and substance.
  
  GH Statement: "The **********s were instructed by Cabinet Solutions to give a check to the Granite Heroes installer for the balance due upon the completion of the cook top cut out on 12/21".
  
  CS Response: Since the fit-check could had not been completed (see item 6 below) and appliance installer was to come the next day, Mr. ********** asked if he could make sure everything fit properly and then send the payment to GH. The GH installer agreed to the payment arrangement. CS does not blame the **********s for withholding payment until after the dry-fit given their negative experiences with GH. As it turned out, the **********s made the correct decision not to pay GH. Again, this is not a CS payment issue.
  
  6) The GH statement that Mr. ********** approved the cut-out is not correct and lacks detail and substance. 
  
  GH Statement: “The dry fit was not possible because of the ductwork and wiring in place for the appliance. Since it was not possible to do a dry fit, the installer conferred with the homeowner before making the cut; Mr. ********** gave his approval to proceed with the dimension that had been taped off for the cut out."  
  
  CS Response: The GH installer never went over his calculations with Mr. ********** or showed Mr. ********** how he determined that his calculations for the cut-out were accurate and correct. Furthermore, Mr. ********** had no duty to approve the GH installer’s calculations since GH was the expert hired to ensure an accurate cut-out and fit. The GH installer told Mr. ********** when he was finishing that he could not ensure the vent would fit into his cut-out (dry-fit) because of interference with a junction box that the appliance installer would move the next day. The GH installer asked Mr. ********** if he wanted him to come back the next day for the dry-fit. After the GH installer made it known that he was driving a considerable distance (from Farmington) to the **********’s home, Mr. ********** said it was okay to have the appliance installer perform the first dry-fit with the understanding that if it didn't fit properly the GH installer would return and, if it did fit, it would save the GH installer a long trip. 

  7) The GH statement that their cut-out was within industry standards for the cooktop and vent was not accurate.
  
  GH Statement: "On 12/22 after the duct work and wires were properly placed and the area prepped to receive the appliance, the customer stated the cutout was inaccurate. After a review of customer supplied photos, it has been determined the cut out is NOT inaccurate and will work within industry standards for that appliance."
  
  CS Response: It was the appliance installer (an industry expert), not Mr. **********, that determined that the GH cut-out was too deep as measured front-to-back (see attached sketch) to allow the cooktop to be properly supported by its internal metal framework along the cooktop’s longest (36") edges, leaving the cooktop supported only by its glass top subject to fracture. In addition, the oversized cut-out left a large gap between the cooktop and the vent hood creating a direct path for liquid spills to pour onto the ductwork and wiring below. 
  
  On January 21, 2022, after almost a month and several attempts by CS to resolve the matter with Mr. ******, CS requested 20-year countertop expert to perform an onsite inspection of the GH cooktop cut-out. The CS countertop expert agreed with the appliance installation expert that the GH cooktop cut-out was NOT correct and NOT within industry standards for the **********’s cooktop and vent. 
  
  To-date, Mr. ****** has not performed an onsite inspection of the cooktop cut-out, has not provided any evidence supporting compliance with industry standards, has not explained how the cut-out can support the cooktop or how to address the large gap between the cooktop and the vent hood. 
  
  At this point, it’s unreasonable to expect CS or the **********s to be exposed to additional monetary loss.
  
  Sincerely,
  
  ****** **********
  Cabinet Solutions
  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/20/2021 Granite Heroes installed countertops. The installer broke the upstairs shut off valve so he then said he would cap it so it wouldn't leak. Well he didn't cap it correctly and it leaked for 24 hours till my plumber came the next day and installed a new shut off valve and installed all the faucets. The water has stained the drywall in several spots on the main floor ceiling. At this point I do not want Granite Heroes to ever step foot in my house again. Only resolution I would take from them to take care of this complaint is a partial refund.

  Business response

  11/30/2021

  At the start of the job customer was informed that shut off valves will not seal up and that water needed to be turned off at the main shutoff until customer either connects new sink and faucet or puts new shut off valves on that will seal up the waterlines. Our contract and work agreement state that we are not plumbers and cant preform plumbing work as we are not licensed to do so. After install was complete customer was re-informed that water can not be turned back on until the new faucet was hooked up or shut off valves replaced, against our advise customer turned water back on and area of concern started to drip or leak, creating minor water damage. Granite Heroes is not responsible for this as we informed customer numerous times that the issue was present and decided to do the opposite.

  Customer response

  11/30/2021

  Complaint: ********
  
  I am rejecting this response because:
  Well it all makes sense if they abided by their own contract but they broke the contract when their installer did become a plumber and personally turned the water off and then broke the shut off valve so he supposedly fixed it and then once the job was over the installer turned the water back on.  I just moved into the house so I didn’t even know how or where the main shut off was.  So their response is the response of an exec that wasn’t on the job site and has no clue what his installers are obviously doing. So I reject his response as a non true statement and they need to train their installers. 
  
  
  Sincerely,
  
  ***** *******

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