ComplaintsforYoungstown Granite & Quartz, LLC

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Youngstown Granite install my counter tops on 3/14/2024, I paid in full before any work was done as I was told I had to do. Everything seemed fine until day of install. During install they damaged my stove and cabinet. Installed the sinks crooked, completely dusted my house from cutting inside, cut the hole for main sink off center of the sink, the supports they put for the island overhang were not supporting anything and left large sharp stone cutting/grindings in my driveway. I let them know and they sent someone out on 3/25/2024. They said they would fix or replace my stove and we discussed all the other issues and he fixed (island supports) what he could and said they would call back to discuss the rest because he did not have an answer on what they were going to do. I received a call and was told they are looking for a replacement top for stove and the owner said they would not replace an entire kitchen just because a hole was cut off center for the sink (replacing granite is what I was told was the only fix) and completely ignored all my other issues. Several back and forths since then I get a call telling me they would give me $200 for the hole cut wrong for the sink and they could not find a replacement top for my stove so they would replace my stove but I have to give them my old one again completely ignoring all the other issues I had. I told them if Im only getting $200 and my stove replaced Im keeping my old stove because of all the other issues not being addressed and was told they would get back to me. I had to contact them again for them to tell me what they already said and they are company that stand by their work and would rather make it right than compensate so I told them if they want the old stove thats fine but I want all my issues fixed ie ( hole cut off center, damaged cabinet , sinks crooked) but if they are just going to ignore issues and pick easy ones to fix Im keeping my old stove.. its been 2 weeks no response.

  Business response

  05/28/2024

  The last email response I sent to ************** on 5/11/24 to try to remedy his issue have not heard from him since it seems the customer just wants money .

  Unfortunately,

  Hello **************, thank you for your response, I would like to address each issue individually to help clarify my stand point on them. Enclosed is the paperwork from your project, one is terms and conditions which states you or someone in charge to be present for measuring and install. I see you were there for measure as notes are enclosed from it also I see you were not there for install as someone else signed for your job completion. With these facts stated and documented I want you to understand, in our paperwork you signed it clearly states we work with hard stone cabinets ,walls and appliances could get damaged during this process and we do not take responsibility for them. With this being said I do try to go out of my way and help customers if issues arise as its good business and as long as I feel its fair for both I always do. The issues-1. The sink faucet hole placement is middle of sink and middle of window as is our standard, also was drilled in your home in front of the person in charge, if this is not what you preferred Im sorry but we did this to protocol no measure notes or person during install told us to do anything different than standard. 2. I do see a scrape on the side style of cabinet that sits against stove and could definitely use some stain to fix, as you cannot see it without removing stove Im sure this issue is least of your worries but we definitely could touch it up for you. 3. The stove has scratches on top caused by wiping debris off, I am willing to buy the replacement top for the stove and pay the labor to do so or pay an appliance co. To touch up the scratches to new condition, if you have a company local you trust to do either option please send the quotes Im sure we can get this done asap,4. The sinks if not installed to your liking we will remove and reinstall them no problem just let us know how you would like to proceed on them. 5. Cleanliness I apologize if was not but our final install sign off sheet says it was and rated my crew with 5 stars so, Again a lot of these issues could have been resolved during install if you would have been present as required by our company and we are doing our best to address these issues now. Please let us know how to proceed as this has been lingering long enough for us both. Thank you, have a great weekend.
  

  
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see all attachments, including our 5/23/23 letter to Youngstown ****************************** response (using wrong first name). We prepaid the full $2390.00 as required by Youngstown.We paid an additional $150 to remove the upstairs vanity top.We paid our plumber $325 to repair the upstairs broken pipes and related wall/vanity work-very reasonable cost considering extent of work.There were other issues which we did not initially realize when we wrote the 5/23/23 letter as the immediate concern was wrong granite sections & broken pipes, such as uneven cut granite and the unsightly under-sink gluing and places not glued. See photos. Upstairs sinks were not fully glued either but done better. We are looking into how to remedy the glue situation. The main bathroom granite is not flush with the wall like the original piece removed. No caulking was used to fill the uneven spaces; subsequent employee who had to return to clean&seal the uncleaned/unsealed granite suggested we buy & do it-****** $10.58. Our wall is not crooked as Youngstown tried to say after install. Cut was crooked.We want to clear up: Our contractor did not break our main BR sink pipe. Employee misunderstood statement about replacing new pipes. We were told that their best installer was on our original job!Errors happen but the way Youngstown handled all of the issues is shocking. To only provide a $100 gift card for admittedly not cleaning up the floor and simply referring us to the Terms and Conditions of their contract for all other problems is unconscionable. How a company does not stand behind their work to this level is shocking. We are not unreasonable people and did receive granite, so are not looking for a full refund or granite replacement, however, a $100 Get Go gift card is an unacceptable resolution. We want potential customers to beware of how this company does business, requires full prepayment, does not stand behind its work & relies on its contract to abandon all accountability.

  Business response

  08/02/2023

  This project was purchased without a removal of old tops from us, customer insisted they could do this themselves(which is perfectly fine). After attempting to remove one of the two vanities by homeowner, we were contacted to remove the second one and paid to do so as the homeowner relized it is more difficult than expected and broke the plumbing themselves trying to remove the first vanity. As stated in my reponse letter to the customer there water lines are older cpvc plastic which is brittle and easily broken as they found out themselves. The pictures show two vanity areas with broken pipes as we only removed one, and as stated in the signed contract we do not assume liability for plumbing for this reason. Further more the granite is cut crooked on purpose on the sides as it fits inbetween two walls and we do this not to damage walls during install as we installed side backsplash 1 1/4" this which hides and covers this by design we just keep the width tight in front where it is exposed, there pictures do not show the final project completed where this looks correct. I realize the epoxy under the cabinet looks rough, this could have been applied smoother but the process is correct as we hang porcelain sinks under stone and want to ensure they never fall off and this is a industry standard used by all installers. To see this you would have to open cabinet and lay on ground looking up at bottom of sink.  I feel this whole complaint is a stretch of complaints for money compensation, as they are asking for a full refund and keeping the tops installed also including both vanities in damaged pipes and we only worked on one, or a unhappy customer that i cannot make happy where we do 60 projects a week and are bound to find that. We strive for perfection it is what our name is built on but will not be takin advantage of as well. I ask for completed pictures to be added by homeowner to show how it looks after we were done to prove the job is beautiful and correct. As a good faith gesture i did enclose $100 gift card to buy them dinner for any inconvenience. 

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  We were very clear in talking with ****** and he acknowledged that we would have the more blue/movement side of the granite slab placed in the main bathroom and the other section upstairs.  The slab was incorrectly cut for the designated bathrooms so the wrong sections were installed in wrong bathrooms. Youngstown does not even mention this in their response. As indicated during our initial purchase, follow-up calls, and letter to Youngstown we were very clear stating which side belonged in each bathroom and even the contract noted the more blue side was to be in main BR. See our original letter for details. 
  We did not originally request removal of both countertops because our contractor was going to do both but he was finishing his part of the work early in the main BR so we asked Youngstown to do the upstairs to avoid being without that bathroom extra time. We personally were never removing them. Our contractor did NOT break any piping while removing the main vanity top. Again, the employee misunderstood situation.
  The pictures with broken pipes are of the upstairs bathroom vanity only which Youngstown removed and broke BOTH sets of pipes. Added picture here shows cut-outs into both sides of the back of the vanity where both pipes had to be repaired.
  The granite piece that was cut crooked was placed in the main bathroom, not the upstairs. Notice picture shows no backsplash along the side wall under medicine cabinet in the main bathroom as there is none. That is where it is crooked & needed caulked/finished.  
  We were concerned if epoxy would hold considering haphazard way it was applied. If Youngstown states that is industry standard and we will not have any issues, we will accept that. See new pictures showing that you can see the sloppy work when just looking in the cabinets.
  Youngstowns most recent response is insulting & the tone matches how this situation was handled when we advised of the broken pipes & wrong granite piece sections being installed in wrong bathroom. It makes sense why the company requires prepayment of total cost & writes the contract as it does.  We have done other work and remodeling in our **** home & have never experienced such rude, unprofessional behavior.  To say we are disappointed is an understatement. 
  The body of our complaint is clear that we are NOT requesting a full refund as we feel that would be inappropriate on our end; contrary to Youngstowns response saying otherwise.  Prior to filing with BBB, we wanted an apology, plumber bill to be reimbursed & some additional compensation for the wrong granite placement and other substandard work.  We are not the type of people to complain just to complain. We have never dealt with a company that is so unwilling to stand behind their work.  We believe we are entitled to reimbursement of 50% of costs paid.
   
  Regards,
  
  *****************************
  
  
  
  

  Business response

  08/04/2023

  Youngstown Granite & Quartz, LLC has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made: 8-4-23
  
  Description of proposed ******************** bill reimbursement and side splash if needed to cover gaps 

  
  
  Promised completion date: when accepted 
  
  
  In addition, the business provided the following additional details: we will pay for plumbing contractor if pieces of side splash are needed will provide these as well 
  
  

  
  

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
   We will accept reimbursement of the $325 paid to ***********.
  We will not accept the side splash as we do not feel confident it will be matched to the current piece and do not want additional work by Youngstown performed in our home.
  We are still awaiting a response and proposed resolution to the wrong granite sections installation in the two bathrooms. 

  
   Regards,
  
  *****************************
  
  
  

  
  

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