ComplaintsforGranite Empire

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I entered into a contract with Granite Empire for countertops to be installed on June 24th. They previously installed countertops 2 years ago which I was very pleased. However, this installment went wrong very quickly. There have been several calls, messages and emails left with the owner and my sales rep regarding the misalignment of my countertops to no resolution. The workers shifted my dishwasher cabinet forward to place the bracket in a different position which caused the misalignment. According to the contract, it is explicitly stated that cabinets cannot be moved after the template has been created. However, it is apparent that during the installation process, my dishwasher cabinet was shifted from the original position, leading to significant misalignment. This has caused a gap between the backsplash and the wall, large enough for my hand to almost pass through. Such a deviation is not only displeasing but undermines the integrity of the installation. The countertop installation has affected the functionality of my dishwasher. The bracket placement was altered, resulting in the dishwasher door being unable to close properly, due to the movement of the dishwasher, cabinet and current placement of the bracket. This issue renders the appliance unusable and has caused considerable inconvenience as well. I understand there can be a small gap but this is a very large gap and it was caused by their workers and not because of walls. Their previous countertops were just removed with no wall damage and they laid against the wall with normal stream of caulk. Pictures were sent to the owner showing before and after pictures, along with picture of the caulk residue on the floor. The paint and caulk was fresh because we did it the night before in preparation of the new countertops. We have been told the Owner ******* has to handle this matter, but the only response from her has been two promises in a text messages that she would call us back which she has not.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We bought granite countertops from Granite Empire on Dec, 14,2023. They installed it December 28,2023 Three weeks afterward it cracked. I notified them and they said they would repair it We said no they were only 3 weeks old. Then they said they would replace it that we would have to pay 250.00 and sign a paper saying that the warranty would end. that would have been 11 months not covered under original warranty we said no. Since then, we have researched the company and their work as well as really inspected the work they have done for us. The granite as a whole is no the quality it should be, the installers had a horrible time cutting out our stove top hole in fact it was so bad they had to go buy another saw after they gave our countertop heck trying to cut it with a saw that wasn't working correctly. that's where the crack is. the cabinets are braced exceptionally well we went beyond what would be normal to ensure it would be able to hold it no problem and they said themselves that it was the best bracing they had ever seen, upon further inspection we've noticed the granite isn't cut even. there's holes in it it's not level etc. the stone itself is bad quality with many defects, i know they have naturally some but this is not acceptable. I had to ask them to put some Chaulk around the sink and they only put it on the side your facing I noticed it was getting kind of loose, when we looked they had braced the sink up with 4 small particle board strips like 5 inches long maybe 1 inch wide and the screws had split the boards it was just a matter of time before the sink fell so we had to brace it up, after I spoke with the sales person that sold it and he said to speak to *** that she's who handles these things I did and after we said we wasn't going to sign a paper she wouldn't call us back. We just want our money back we have no faith in this company or its products. I can send pictures, statements from other professional opinions.

  Customer response

  03/21/2024

  I have heard from them about a week ago after a longer than necessary time
  period.   I will let you know how it turns out. Nothing is settled yet.
  Thank you for your help

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a contract with Granite Empire of Chattanooga to place quarzite on a bathroom vanity and kitchenette. The bathroom vanity was placed with a tapering overhang not to specifications because a template was not done (as is standard industry practice with an uneven wall). The length of the kitchenette top is 164 7/8 inches when the template says it should be 165 1/2 inches long. There is an obvious lack of an overhang on one side because of this. They acknowledged there was a problem with the bathroom vanity, removed it, and sent someone to do a proper template. Since then, us, along with our contractor (Circle Solutions) have tried numerous times over the course of at least 10 days to get Granite Empire to respond with a solution. They will generally not respond to calls or texts, and on the occasion that they do, they have offered no resolution to this problem. We went by there today, and there was nobody who could address our concerns. I am not optimistic they will ever respond satisfactorily to meet their contractual obligations. There is plenty of material of the same type on their lot to redo things correctly. I am asking the BBB to step in and get this business to respond to a satisfactory resolution.

  Customer response

  10/12/2022

  I have heard from the company.  They removed the incorrectly installed quartzite and have done a physical template.  They have stated they are cutting the new material.  They have promised installation sometime next week.  I would not close the complaint until they have completely followed through.  I will keep you informed.

  
  

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