ComplaintsforGranite Transformations of Albuquerque

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  In May of 2022 we contracted with Granite Transformations to remodel our bathroom counter tops and master bath shower and tub for a total cost of $25,233. After several months of waiting they performed the demolition and install of the new shower and bath but had several quality issues like open seams, rough/sharp grout, misaligned pieces, and a misshapen floor that had the drain raised about a quarter of an inch above the rest of the floor, which created a large pool of standing water each time the shower was used. We called and asked for this to be fixed and the original install crew came out tow more times but were not able to fix any of the issues. Finally a different crew came out and laid a new floor on top of the original one. This appeared to solve the issue until a couple months later when the grout and seals in the new floor began to break and the new floor panels became loose and clearly have water trapped beneath them. After several more attempts to contact Granite Transformations for a resolution they stopped returning our calls. We are very concerned that the shower is not functional and will have to be totally rebuilt, as the floor is broken and shifting now with water collecting underneath it. According to the paperwork that we do have, the "Job Number" was ********.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a service representative come out and give me a quote on windows. I did sign paperwork, but I had another form that I was told if I returned within three business days that I could cancel my windows so I sent the cancellation the very next day, and yesterday I got a letter in the mail from a collections agency collecting or trying to collect money for the windows, and I had spoke with the collection lady at Aesop’s Gables regarding the cancellation and I never heard back from her but I did receive this collection letter in the mail yesterday and I’ve tried reaching out to Aesop’s Gables and no one will answer my phone call. I’ve emailed them and no one will return my email.

  Customer response

  05/04/2023

  Verbal response:
  They came back and fixed the items. I am still unsure of the collections and will follow up on it. 

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for a contract with Granite Transformations for almost 21000 $ for granite countertop back splash and cabinet refacing on 11/14/2022 and later they said they were Granite Transformations by Aesops Gables and GTSW. The contract has the Granite Transformations logo on it. I agreed to pay this huge amount of money under impression that it was Granite Transformations. I was looking for quality of the work as presented on Granite Transformations website, The crew did a sloppy job and it was a headache back and forth in reaching out the crew and when I called manager several times she never answered the calls but once. On last day as they left, the front of the kitchen drawer fell off . After that I looked all drawers and there were visible screws, not leveled off, and I called them to remove all front of the drawers and secure it properly like it was supposed to be, like my previous drawers were for 20 years but they said I have to do it under warranty. They blamed that I took out drawers by myself and it was so pathetic for them to say it. I psid 10499$ before project and supposed to pay same after project completed through Momnt. I called Moment and informed about sloppy job they did and did not approve rest of the loan. They did a ticket and reached out to them but no response. I started looking for Granite Transformations contact info and came to know that GSTW was not mentioned as a company sub- contractor. I emailed them that they scammed me with name Granite Transformations, but they were GSTW, or Aesops Gables, some New Mexico based company. They are robbing customers like me who pay a high price for quality of work and peace of mind but they are are scammers, Note : There were several calls and back and forth heated conversations and after that they did finish back splash but still there are some broken glasses visible on back splash. Thank you.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Granite Transformations was to complete a bathtub to shower conversion. Work commenced on October 24, 2022. The person who called to schedule, quoted and 4 day completion. On November 11th, 19 days into the install, we still had did not have a finished product that we were satisfied with. The first employee brought tile over the dam and onto the other side which was not in the design. When I complained that the dam was not correct, another team was sent. They found that the hole around the drain had not been filled with dirt and concrete as would be required. They had to tear out the shower pan and dam, fill the hole, and start again. Granite transformations advertises "seamless" walls, but an unsightly seam was left when the accent tile design was changed from horizontal to vertical. On Friday, November 4th, the second team said they were done, however, when my mom turned on the water to take a shower, water was not draining at all. I had to wait until Monday to talk to Jesse. During this discussion, he inferred that maybe the drain had been clogged before their company had ever started working at my mom's home. I assured him that drain had been working fine for the last 40 years. He said he would send someone as soon as he could. The next day, November 8th, I went to the physical address in Albuquerque to see if I could get a firm date from Jesse about when a plumber would be sent. Jesse arrived next day to clear the drain. He extracted some pieces of grout, but could not unclog the drain. Next day, Michael came. Used a "snake" and said there was not grout, just lots of hair. It was not hair, but the rag put in by the employees to keep debris from going in the drain. When confronted with the picture I took of the rag tangled around the snake, he said he thought it was hair. The shower pan is not angled correctly and we have pools of water not draining. Mortar is showing where grout should be. The caulking job is sloppy at best.

  On 11/22 we found large amounts of ants on the bathroom floor. Knowing ants are attracted to water, we felt there could be a leak somewhere in the shower.
  When we pulled out the temperature control panel, and found that water was dripping behind the granite wall.  A plumber determined that the pipe where the shower head was attached had not been tightened.  Every time the shower was on, water was dripping and could lead to a mold situation.
  We noticed that water continues to be present in the drain pipe.  We thought perhaps there could be more grout or debris in the pipes.  We had ******* ******** ** ***** ** come out to do an assessment on 11/29.  They used a camera and found that Granite Transformations had installed a second P-trap!  The only way to fix this is to dig a tunnel under the house, or tear apart the whole shower to get to the P-trap and fix the mistake.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Paid to have bathroom shower re done should have been finished on Wednesday November 2nd 2022 with the exception that they would come to do the Mounted shower rod the next day. they did not come back. put up old rod to take a shower on Friday, water leaking and not draining right. called them back Friday manager was to come out Monday November 7th and never showed up. Called back Monday now waiting for call back. Still have no shower.

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