Complaints

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  August 16th 2022 purchased Granite from Granite Depot. Called them on 8/15/2023 as to staining on my granite. They came out 3 times to try to rectify problem. Left a mess each time of some kind of white powder and didn't clean up very good at all. I told them I wanted a replacement they said "no". The boss was supposed to call us back each time and never did. We are very upset and disgusted with this company.

  Business response

  12/12/2023

  Dear Mr. *******,
  Thank you for bringing your concerns to our attention, and we sincerely apologize for any dissatisfaction you've experienced with the granite purchased from Granite Depot. We have thoroughly investigated your case and would like to provide a comprehensive response.
  We understand that you contacted us on August 15, 2023, regarding staining on your granite countertops. Our team made three attempts to address the issue, and we acknowledge that the cleanup process fell short of your expectations, leaving behind a residue each time.
  After careful examination, it appears that the staining issue is related to oil and may be the result of customer misuse. We want to emphasize that the countertops were in perfect condition after installation and were properly sealed. Our contract clearly outlines that natural stone products are porous and may absorb various staining agents. To enhance stain resistance, all natural stone products are treated with a high-quality penetrating sealer. However, it is important to note that the sealer does not provide a guarantee against stains.
  As part of our commitment to customer satisfaction, we honor our customers, and we are willing to continue our efforts to address and minimize the stain on your countertops. Our team is dedicated to exploring alternative solutions and applying the necessary expertise to mitigate the issue.
  While we understand your request for a replacement, our contract explicitly states that Granite Depot of Myrtle Beach, LLC makes no warranty, express, or implied, as to the ability of your natural stone product to resist stains or scratching. We appreciate your understanding of the limitations outlined in the contract, and we are committed to working with you to find a resolution that aligns with both parties' expectations.
  To proceed with addressing the stain and improving the cleanup process, we kindly request your cooperation in scheduling a convenient time for our team to revisit your property. If there are any specific concerns or preferences you have regarding the cleanup process, please let us know, and we will tailor our approach accordingly.
  Thank you for your patience and understanding as we work towards a resolution. 
  Sincerely,
  Granite Depot of Myrtle Beach, LLC

  Business response

  12/26/2023

  Dear Mr. *******,

  
  Thank you for bringing your concerns to our attention and providing additional details about the stains on your granite. We appreciate your openness and want to address your concerns thoroughly.

  
  We understand that the stains on your granite are oil-based and appeared approximately one year after the installation. We take your feedback seriously. However, it's important to clarify that as per section 11 of the signed contract, Natural Stone Products, including granite, are inherently porous and may absorb various types of staining agents. Despite our efforts to enhance stain resistance with a high-quality penetrating sealer applied on the day of installation, the sealer does not offer an absolute guarantee against stains.

  
  We appreciate your understanding of the nature of natural stone products. The oil stains however are attributed to customer misuse. We acknowledge this information, and we would like to work with you to find a resolution. While the contract explicitly states that "GRANITE DEPOT OF MYRTLE BEACH, LLC MAKES NO WARRANTY, EXPRESS, OR IMPLIED, AS TO THE ABILITY OF YOUR NATURAL STONE PRODUCT TO RESIST STAINS OR SCRATCHING," we are committed to providing assistance and ensuring your satisfaction.

  
  In light of your concerns, we are willing to send our team to apply a cleaner and assess the stains on your granite. Additionally, if there are specific guidelines or recommendations you would like to share regarding the application of the cleaner or any other maintenance procedures, please feel free to let us know.

  
  Please suggest a convenient time for our team to visit your location, and we will make the necessary arrangements. We value your business, and your satisfaction is important to us.
  If you have any further questions or concerns, please do not hesitate to reach out. Thank you for your understanding and cooperation.

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Granite Depot continues to state that the stains are oil. They are not. Not only are the stains on flat surfaces, but they are also on the sides of the granite. As I said earlier granite was installed but never sealed, as many have witnessed the staining and a worker from their company stated.  This staining happened within the year of purchase through no MISUSE on our part at all. 
  
  Sincerely,
  
  ******* *******

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