ComplaintsforGranite Works LLC
Countertops
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Complaint Details
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Initial Complaint
09/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
March 28, 2022 we went to the Granite Works warehouse to select materials for the surfaces in our kitchen. Their policy stated that we needed to give them all the money up front, but we would lock the price in. They made us sign paperwork acknowledging that granite is a natural material which has variable appearances. They would later use the vague wording to try and justify their shoddy workmanship. Granite Works kept trying to add fees into our quote into nebulous categories, even though paying them upfront should have locked our pricing in. They do not give itemized pricing for each individual line item, only totals and tax. During installation, GW drove the truck into a ditch, chipping our slab, which they refused to replace. They forgot the backsplash we ordered and paid for - the techs on site stated that they hadn't cut the backsplash, and that there was nothing in the warehouse. We decided to cancel the backsplash. We emailed requesting they remove the backsplash from our quote, and did not get an answer. We called and were told they had already cut that slab and they couldn't give us a refund. So someone was lying to us. Our builders said it was the worst seam job they have ever seen, and even GW's senior technician admitted that our slabs had been cut and dyed wrong; they lied to us about costs, replacement policies and scheduling, actively ignored both us and our builders for weeks on end, and never fully fixed the problems they caused, or replaced the pieces they assured us they would. At every step of the way, they hid behind their "natural materials" defense, which does not even begin to describe what happened here. Because it was dyed properly they smeared dye on the edges which the slab did not absorb. In the last few months, the toxic dye has been rubbing off onto the hands of my pregnant wife. We have edited this down to meet the character limit for this submission, but can provide more dates, details, and problems with GW, if asked.Initial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Our original granite piece was broken during delivery. They refused to remake the piece of granite and the piece it connected to (we paid for the digital lay out service to make sure it was a continuous piece). We then came to a compromise to refund some of the project money and we would keep the broken piece (ensuring it would be continuous with the remaining granite), as long as they would "sand/polish/seal it in a way that would hide the cracks, and protect the stone for long term use". When they came to finish the job, the installers had no knowledge of this, and no way to perform that type of repair.Business response
11/14/2022
Response taken by phone: The customer agreed to keep the counter top and we gave her a price adjustment.Customer response
11/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Part of the offer to keep the broken granite was that granite works would sand and polish the stone to better conceal the cracks. They did not do so at completion, and have made no attempts to do so since.
Regards,
*** *******
Initial Complaint
06/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am renovating my kitchen using ****** **** ***** ******* ***** ********* ***.) They sub contract the counter top part to Granite Works, LLC. as well as another firm. Once the cabinets were installed, Jason from Granite Works arrived at around 7:00pm on a Tue (I think) night to make the template. He arrived tired as he said he had been making templates at many other houses that day, as their company is several hours south of where I live. We talked and went over all details of the counter tops. He ask me if I wanted "radi" or "radius" corners. I told him I didn't know what that meant, when he said all that meant was rounded corners. He said. "most people like rounded corners so they don't catch them selves on a square corner'. I told him I did not like rounded corners and definitely wanted square corners and a 90 degree corner where the 'L' shaped counter top wraps around. We spoke of it at length. I had told him what I wanted and was very clear with all details. Six or seven weeks went by and was informed of an installation day. When the counter tops arrived and were starting to be installed, I saw the corners were round and quickly ask the installer (Paul) about them. He informed me that that the order didn't state any information about the corners, when I told him of Jason and my conversation, he told me that the company was having several issues with how Jason sends his plans and information to the person who renders the drawings. I phoned the company and informed them of the issue, they were going to look into it. I waited to hear from them and after several unhelpful conversations with the person with who was suppose to help me (Rai-Leigh L. B ) I was told basically it was not their fault and since the order came through ******, I would have to go through them. ****** seems to have no word from them either. the cutting of the hole for the sink is also very uneven and looks bad. They took my money and their response is "live with it"Initial Complaint
05/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I had counter tops installed by this company and they had to cut my tile on the wall. Unfortunately they did a horrible job and they are refusing to fix it. They used a grinder and the cut is jagged and uneven and about 1/2” above the backsplash. I have contacted ***** and granite works, everyone has been very rude and unhelpful. They are refusing to do anything for me to fix this. I have before and after pictures to show exactly what they did.Business response
05/31/2022
Thank you for reaching out. We install countertops. Any modifications to tile backsplash would need to be done by the homeowner or a contractor.Customer response
06/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
******* ******
The guys that installed the countertops destroyed my tile. Anything that they caused should be fixed by them. I expected a professional job. I want them to fix what they ruined. My tile wasn’t like that when they got there. Please fix this!!Initial Complaint
04/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I order a new kitchen countertop through ***** which was paid for in full on 1/17/22 in the amount of $2,292.78. The countertop was to be installed by Granite Works LLC. They came and took measurements for the counter on 02/03/22. I was told that it would take approximately 3 weeks to produce the countertop and it would be installed the end of February. Instead, March came and went and I was told they still didn’t have the materials. On 04/26 they finally said they had the countertop and they scheduled the installation for 9:30-11:00am on 04/29. At 08:37 on 04/29 (53 minutes before they were supposed to be at my house), they called and said the countertop didn’t meet their quality control standards and that they would have to order new materials. So it’s now been 2 months since the countertop was supposed to be installed and they still don’t even have the material. Meanwhile, I haven’t had a countertop or sink in my kitchen since the end of January and have been without a proper way to wash my dishes this entire time. I want a partial refund of 25% to compensate for the frustration and lack of proper kitchen sanitation, and the project to be completed as contracted in a reasonable timeframe.Initial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The cut-out for our tv was not wide enough, and therefore the installer needed to come back to make the cut-out wider and the insert bigger to fit the space. It has been brought to our attention that Jason VanDyke (owner) decided to adjust the TV pop-up opening on-site after my husband and I had already agreed that the countertop work is at their shop. Jason insisted that the countertop would be removed from our house and taken to their shop to make the necessary cuts for the TV pop-up. I have sent numerous emails on 9/9, 9/27, 10/4, 10/5, and 10/6. My husband and I have called and left numerous messages for Jason to contact us to finish the work. The previous installer, Paul's act of recklessness, caused damage to our kitchen cabinet. Granite Works purchased the matching cabinet paint but has not made the repairs. On August 27th, Jason emailed me to have claimed he would stay involved on his end throughout the process. We have yet to hear from Jason to get this matter resolved.Business response
11/30/2021
Granite Works made every attempt to assist in the customers pop up TV opening. Unfortunately, the customer was not prepared for our techs to get an accurate measure on the first visit out as the bracket was not on location. Our technician in turn waited for the customer to go get the bracket from a storage unit. Once received the measure was taken. When we went to installation the customer had changed brackets and there still was not one on site. The customer called once they received the bracket and the opening was modified on site by another technician. Damage to cabinetry and walls sometimes is a result of installation and is a part of the disclosures prior to installation. We make every effort to minimize any damage that may be caused.
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.