ComplaintsforGranite Transformations of Portland

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 12/21/22 Granite Transformations installed our new counters. I was told that if I wanted new plumbing fixtures installed to have them ready on installation day and the plumbers would connect it. I bought a cup cleaner that I had ready to install. I showed it to the counter installers and they drilled a hole for the cup cleaner. The plumbers didn't arrive until the next day. They said they couldn't install the cup cleaner because of where the hole was drilled. They said it would sit crooked and left. The next day I realized our dishwasher wasn't working either. On 12/24 I emailed and called Granite Transformations letting them know about the dishwasher and also letting them know I figured out how the cup cleaner could be attached but I still need the plumbers to hook it up. I didn't hear back but it was the holidays so I waited until 1/6/23 and called and emailed again. Still no response. Finally, on 1/27 I emailed and threatened to go to the BBB if I didn't hear back from them. Their response back was that they had been closed for 2 weeks but my previous emails were farther out than that. I then got another email saying the plumbers couldn't install the cup cleaner because of the hole location. I explained I figured that part out and need them to come do the water hook up. Now there has been no response once again. So now I have a very expensive counter with a hole drilled in it and the hole allows water to drip into the cupboard below. I was also told I would receive care instructions in the mail for the counters but have not received those either.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased counter kitchen to an bathroom counter top, spent about $9000. Have some install issues with job. Been calling leaving my phone no. to call back about or twice a week for about a.month or more with no return call as said on recording within two business days. Do not know why, when I decided service was immediate.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired Granite Transformations to replace our granite countertops in April 2022. In addition to improperly measuring our new granite (seams don't match up, the hole from the oven isn't sized correctly), the installers broke our gas line trying to shove our oven into a space that wouldn't fit; left our oven hanging by its edges, breaking the trim; smeared cement on our dishwasher door, newly refinished hardwood floors (also gouging and scraping them), cabinets, and wallpaper; and even plumbing issues caused by the poor sink installation.We paid half down and do not intend to pay the balance remaining. As you will find in the attached word document, we have had many discussions with the owner of the company and his employees trying to resolve the issues caused by their installers. Out of pocket, we've paid close to $3k having our gas line repaired, dishwasher door replaced, plumbing corrected, our oven placed on a platform so it's no longer hanging by the edges, and more. Despite being told we'd be reimbursed for all these costs and the other damages, after 9 months of waiting, nothing has been paid. So far, we've contacted the ** Attorney General (GT did not respond), the ********** (can't help us in ** and GT did not respond), and now you. We want our remaining balance to GT canceled and in addition, want our out-of-pocket costs reimbursed. Attached, please see the timeline, photos, and financial details that have been sent (certified) to GT numerous times. We do not wish to have GT or their contractors do any further work in our home. They've done more than enough damage. The owner has been to our home to see the damage himself, promising to make things right, but hasn't done so.Please help us finally settle our case. Working with GT has been an utter nightmare. We need our floors refinished, wallpaper replaced, and granite repaired, and more, which far exceeds our request to cancel our balance and our out-of-pocket expenses.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In Jan 2022, I desided to spruce up our kitchen. The sales rep came out and spoke about the process, received email giving us info for counter templates and installation. On Feb 23, the plumber came out disconnect the plumbing for sink. Waiting for counter installers, we received a call that an employee called out sick and rescheduled, plumber put our sink back together. Rescheduled for 3/1/22. But then they didn't show up or call, when we contacted them, they told us they rescheduled us for 3/2/22, we had worked our schedule around installation on 3/1/22. They rescheduled this appointment without communications with us. We set up another scheduled date for 3/7/22. After they said the job was finished, they left silicone sealer on the wall that is unpaintable. We have been calling but phone number was disconnected. Finally got ahold of them but they don't know how to correct the problem, so they are not calling us back. We paid $8400. Upon further inspection the corners dont line up. This has been a nightmare of an experience.

  Business response

  05/06/2022

  FYI, We moved our showroom of 18 years at the same time as we completed your work and the phone system was severely impacted throughout March when our phone provider on several occassions during their trouble shooting retuned our lies to the former showroom without notice and messages were lost. That certainly contributed to our not answering/responding. That said I will have  arrange to visit in the next 2 weeks to determine the best solution to the silicone problem. 

  Customer response

  05/10/2022

   
  Complaint: 16891477
  
  I am rejecting this response because:
  we do not wish for your business to do anything in our house...we had to pay someone else to deal with the situation...this business knowing that there is a problem, has not made any attempts to reach out to us after we have left many voicemail. Now that we have made complaint, now you want to fix problem...we are now requesting monetary compensation.
  Sincerely,
  
  *********************

  Business response

  05/25/2022

  
  Subject: case number ******* the consumer and i agree that this complaint was resolved

   

  *** Lappin/

  **********

  Customer response

  05/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩