![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforCustom Granite Innovations
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The owner of Custom Granite Innovations, *************************** and two of his employees, ***************************** were asked and instructed to contact us before cutting our granite to insure placement of the markings in the desired areas of our home (kitchen, laundry and bathrooms). They grossly neglected our requests of specific cuts and layout of our granite, for our home. The granite was purchased from another business and shipped to Custom Granite Innovations to be cut and installed. These granite pieces were custom and unique. There isnt an exact replica to obtain, otherwise. These stone/granite slabs are polished natural stone and have natural-markings. None of the markings are repeats. With this type stone and material, consumers desire specific placement, areas and cuts for the living space. Understanding this, **** and ****** both agreed and both insured that we would be contacted when the stone was received and we would come in and map out where we wanted specific cuts and how it would be installed in our home.On January 23, 2024 we received a phone call that the stone had been received and already cut and they were ready to install the granite. We were not contacted that the slabs had been received or contacted to discuss specific cuts, as originally agreed upon. We were devastated and very upset. The stone is a mix and also swirls of dark v. light, and it was imperative that specific areas of the stone be in specific areas of our home. Custom Granite Innovations grossly neglected our requests to be contacted and avoided any type effort to communicate with us otherwise until after the stone was already cut and ready to be installed. When we contacted ****, the employee that called us, and told him they didnt contact us and the cuts were wrong, he says oh well, its too late now. This was and is unacceptable.Their work ethic and also integrity is severely lacking, specifically in our situation.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.