ComplaintsforBob's Granite Place, LLC

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the counter from Bob's granite on January 28th of 2023. They were supposed to come out and template it on March 7th 2023 install within 2 weeks at that time which did not happen they came out earlier and templated no one contacted me at any point. on March 7th they then placed the countertop which was great to have earlier than expected but I had to keep contact in them they never contacted me. I was billed $200 for polishing under the seating at the bar which they never. Did I have a four inch crack That they came out and told me it was not a crack. Which it clearly is. they told me when they came out they would buffet and make a smooth which they Did Not Do. They refuse to do it all. They wanted to do was argue with me so I was overcharged $200. And I have a defective countertop which they refuse to correct the issues.

  Business response

  03/30/2023

  I am responding to this complaint by Mrs. ****.

      She called us a few days after the installation we performed and the kitchen counters came out beautiful and looks beautiful.  We did the install in a professional and timely manner and the customer paid us in full.  We always ask our customers to inspect and let us know if there are any issues that they would like us to take care of before we leave and receive final payment. She inspected the counters and was satisfied and paid our installers.  A few days go by and she called us and said there were cracks in the Granite countertop.  I immediately sent our lead installer over to her house to check out her new tops and what he found was that the Granite has fissures in the stone where the different colors in the slabs meet.  This is very common in certain Granites.  The color she chose happens to be one of those colors.  This is the main reason we have customers pick out the slab of Granite that we use for their countertops. She picked this color and slab and we processed it professionally and with extreme care.  Just to be certain that it is fissures I went to our supplier of that particular color and viewed multiple slabs and they all have fissures in them.  The fissures do not effect the quality of the stone in any way and it will stay that way forever.  She wants us to try to polish out the fissures which would damage the integrity of the Granite and more than likely ruin the polished face of the Granite.  If fissures were an issue for her she should have picked out a different color of maybe done Quartz countertops.  I really do not know what Bob's Granite Place did wrong and have to put up with her trashing my company on line with bad reviews.  We put her new counters in professionally and timely.  We put in the color and slab that she chose.  I feel she should remove the bad reviews that she wrote about us and apologize for saying the things about my company.

      In regards to the $200 she says we owe her I have no problem returning that money.  We do not usually polish the underside of a Granite top as a matter of fact I have done it maybe twice in 32 years.  My guys must have missed the request because it is very unusual.  

  Sincerely

  Bob

  Bob's Granite Place

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: As you can see in the examples I provided. The template was supposed to be done on the 7th not the install if the install was done at the time it was supposed to be I would have been. Home cause I would have taken the day off. I have called them the day that they installed it and I. And I emailed them with my complaints I did not complain about the. Chip in my wall that they created when they banged the cabinet against it. I did not complain about the crack that is gotta be covered up with the tile that I put up on the wall. They did not refund me the $200 which was their idea to do underneath the cabinet. I had no idea they could do that they told me that the $200 were refunded the day. I filed this which has not happened the gentlemen that they sent out was the same gentleman that installed it so of course there. They're gonna say it was professional. Was professional I have a lady coming in this weekend? Who is going to look at it and give me a breakdown of all the issues? Which I will be happy to download to the Better Business Bureau. But they have not tried anything to fix. The issue I it is not a frusion it is an actual crack I have not suggested anything any suggested. Suggestions had come from them so it was not done. The way it was supposed to the template was supposed to be done and then they were supposed to schedule. If you look at again my example you'll see the templateing was scheduled for the date. They installed.
  
  Sincerely,
  
  ****** ****

  Business response

  03/31/2023

  I have no idea what she is talking about.  I have no idea about the template issue she is talking about.  She never brought up anything to us about chips in her cabinets before this complaint.  All she mentioned to us is that she has a crack in the Granite and I know that it is a fissure.  I have an identical slab at my showroom and it has the same fissures.  If she has someone coming over to look at my work then she needs to have that person meet me at my showroom and I will show them the fissures in the same color she chose.  The slab at my showroom comes from the same lot of slabs she chose hers from.   I have an appointment to go to her house on the 8th of April and I will be giving her the check for $200 that she overpaid in person.  This woman picked a slab of Granite and now she doesn't like it and expects us to just eat the cost.  She picked it, we installed it.  If she wants to pay for a new slab we will reinstall it.  If she chooses to do that I will need her to sign a release saying that she inspected and is totally happy with the slab.

  Thank you

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint again I will state I love the look of my counter. I do not care as much about the wall or the chip issue I will be happy to point out. I do care about a large Crack that is extremely noticeable.  It is where the metal stabling bar was. After I speak with the professional who will be coming to my home to inspect it.  If it is not a Crack I would glad change my review but I know it's a crack as the other ones my finger nail gentle keeping going this crack my fingernail stops at. The color of the stone is beautiful my kitchen is complemented by it the crack island the extra charge are my 2 basic complaints.  
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I suggest no one work with Bobs granite company in NH ever. This is my first BBB complaint and hopefully my last. Terrible experience for the following reasons: - Team didn't show up with tarps or anything to protect my new floor and when they were notified they needed them, they left the job before completing any work and didn't call me so that I could solve the problem - Owner *** estimated the job incorrectly and didn't tell the crew about the difference in height between one of the counters which prevented the crew from finishing the job the first time - *** and crew got in fights with both my flooring contractor and my painting contractor on two separate occasions - Team didn't come back to finish the job when they said they would and I had to call to remind them - One of ***'s team members dented my fridge and broke a tile and *** refuses to pay me for it to get fixed. - *** was disrespectful to me on numerous occasions and called me a bully and a Karen because I stood up for myself and my wonderful contractors and complained about all the above.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/04) */ This person has been the absolute customer from ****. We went to her house three times because of problems on her end. The first time we went there we were thrown out of her house and not allowed to perform our duties by her flooring contractor after we drove 2 hours to get to her house. She was negligent and scheduled a flooring contractor the same day as our countertop installation. She will be charged $300 for the revisit as per her contract. We went there a second time days later and her cabinets were not at the same height level so we could only partially install the job. The customer per her contract is responsible for the leveling of her cabinets before installation. There is another $300 charge per her contract. Finally we did finish the job with a third visit. In putting the final piece in, the wall had a bow in it which made the installers push the top in which cracked a tile. We take full responsibility for that. Then after the guys left she called us saying we damaged her refrigerator. Nothing was said to us the entire time they were there. My 3 installers that were in the install swear to God that they never were anywhere near the refrigerator. The refrigerator was on the complete other side of the room. Then when I look at her picture and there is no way Quartz would have damaged a refrigerator like that. It would have chipped or cracked the Quartz if it hit with the force that created that dent in the refrigerator. She has had multiple contractors in her home in the last month and the refrigerator has been moved a lot so I know the damage was done by someone else or may have already been there. My guys have been with me for 8 years and there has been accidents before and they never lied to me when they happened. We just take care of it and move on, and they know I understand things happen. They are so positive that they did not damage the refrigerator and they wanted to talk to the painter who said they did. I also do not understand why the painter didn't say to my guys when the accident supposedly happened "look what you did". She owes our company $600 for multiple trips to her home which I will be sending her a bill for. She can fix the tile which we did damage and I will deduct it from the $600 she owes my company. This is the rudest and condescending person I have ever dealt with in 31 years of doing Granite Countertops. She was trouble and rude to all my sales personal from day one. I wish I had seen it earlier that she was one of those customers that try to ruin small businesses with lies and false claims. We do 1,000 countertops every year and unfortunately we run into someone like her now and then. So my response is I will take the cost to replace the broken tile off the $600 she owes us for the multiple trips per her contract that she signed. Consumer Response /* (3000, 7, 2022/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you *** for more input into my defamation case against you. I do not accept your response and my response is below. To the ** BBB, *** does not live in **. He lives in **. He is defaming contractors and citizens who are trying to make a living in **. I highly recommend you take away his BBB rating. 1. This person has been the absolute customer from ****. a. Please see google reviews where *** attacks any customer who gives him a 1* rating including myself. Also please see the fb comments he has posted in retaliation to my wonderful contractors who were there to witness the event. 2. The first time we went there we were thrown out of her house and not allowed to perform our duties by her flooring contractor after we drove 2 hours to get to her house. a. ***'s contractors showed up without tarps when he knew that my house was under construction. *** himself was the one who came to do the estimate and we talked about the timing of everything. My floors in the kitchen were already finished and my flooring person was working on other parts of the house and they did not have anything to prevent damage of my floors. No one from ***'s company called me before they left my house and I was 15 minutes away from getting back to the house after an emergency. 3. She was negligent and scheduled a flooring contractor the same day as our countertop installation. a. *** was well aware of the contractors in my house as he was the one who came to do the estimate and I explained to him all the work that was being done in the house 4. We went there a second time days later and her cabinets were not at the same height level so we could only partially install the job. The customer per her contract is responsible for the leveling of her cabinets before installation. a. *** was the one who did the estimate and he was well aware of the offset of the cabinets and there was no way for me to level them. I am renovating an old house that has some quirks. He neglected to tell his team that they had to account for the difference in height so they were not prepared when they came to my house the second time. 5. Finally we did finish the job with a third visit. In putting the final piece in, the wall had a bow in it which made the installers push the top in which cracked a tile. We take full responsibility for that. a. My contractors who were there watching ***'s team per my request were the ones who notified me about the cracked tile and the refrigerator damage. They did not take full responsibility for it and did not even tell *** until I complained. 6. Then after the guys left she called us saying we damaged her refrigerator. Nothing was said to us the entire time they were there. a. The damage to the refrigerator was done by ***'s team and witnessed by my contractors. My contractors notified me immediately about it and ***'s team quickly left without acknowledging to anyone or calling me about the damage to my fridge and my tile 7. The refrigerator was on the complete other side of the room. Then when I look at her picture and there is no way Quartz would have damaged a refrigerator like that. It would have chipped or cracked the Quartz if it hit with the force that created that dent in the refrigerator. a. The refrigerator is very close to the edge of the counter that comes out from the wall into the middle of the kitchen near the fridge. The larger man who came to the house on ***'s team brought it in himself without help and swung it around and hit the fridge as witnessed by multiple contractors in my house watched because I did not trust ***'s team and asked them to watch them. 8. My guys have been with me for 8 years and there has been accidents before and they never lied to me when they happened. We just take care of it and move on, and they know I understand things happen. a. Please see other 1* reviews where customers have complained. *** seems to get good reviews when nothing goes wrong and then when there is a complaint or a mistake, he doesn't take responsibility and attacks the customer. 9. This is the rudest and condescending person I have ever dealt with in 31 years of doing Granite Countertops. She was trouble and rude to all my sales personal from day one. a. *** is retaliating against me. His defamation against my character on social media has led me and my contractors to sue him for defamation. Google 1* reviews and ***'s rude comments to anyone who posts a negative review: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ***'s review retaliation on one of my best contractors facebook page in retaliation: ********************************************************************** Please see attacked photos of the damaged fridge and the kitchen before the remodel where the **** counter top has always been higher than the other counters and the counter top also is very close to the refrigerator that ***'s team damaged. Business Response /* (4000, 9, 2022/02/10) */ Again as I said previously that this customer is trying to extort from me a new refrigerator that was not damaged by my company. She threatened me with bad reviews on social media and has been on a mission to try to destroy my business. I will take the money off the $600 that she owes my company for the 3 trips we had to make to her house over 2 hours each way, for the damaged tile. She constantly has lied about my company and my personnel. She is lying now about where I live. I live in Laconia, NH and have been living in NH since 1985, I have been doing Granite Countertops in NH since 1991. She is the one that is not from NH. She is from NY and lives in Austin,Texas. How dare she say that I do not live in NH when I have raised my children and have Grandchildren that are also born and raised in NH. I will never pay this person one cent and I do not care what the BBB does. This is the most evil person I have ever met in 31 years of business and she will not extort from me any longer. This person has never wrote a positive review on any business, I looked her up all she does is write negative reviews of small businesses and try to brin them down I amdone with her and looking forward to settling this in COURT!!!

*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. ↩