Complaints

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/15/23 I went to Lowes for countertop replacements. ***** suggested that I go through them at Lowes for Granite Transformation. I agreed; *****, cell # ************, came out and gave the options we have available for replacement. After he left, he sent me a text to move forward with the project. I requested an itemized invoice to include the charges for each item (sink, faucet, countertop, backsplash, and labor cost). I was advised by ***** that ****** does not allow them to provide me with an itemized invoice, and ****** will provide it at the end with the final payment. I am aware I agreed, but I have completed business through ****** for years and never had an issue until now. ***** would always have the details of the projects. This time, ***** sent me a screenshot of the layout of the kitchen via text. I called Lowes Home Transformation and went to the store for an itemized invoice. ****** stated only Granite Transformation could provide me with the information. Why is it hard to receive a detailed list of the project? Was I overcharged? If I was, please refund me the money. Is this a fraud? Please provide me with the itemized invoice for my records.

  

  Business response

  10/25/2023

  in this case, we are a subcontractor for ******.  ****** handles this type of installed work through a third party.  Sometimes the process and paperwork can be confusing and many people in the stores are not familiar with how it works. 

  Our office received a message from ************ after hours on the day this complaint was filed.  Without knowing of the complaint, we reached out early yesterday morning (10/25) and scheduled a visit to her home for 2-3 that afternoon.  She also had a small leak under her sink we needed to address.  I made the visit, worked on the sink and delivered a copy of her ****** paperwork where we wrote down a breakdown of her job.

  After I left, I received notification of this complaint from the day before.  I waited until this morning to call and check on the leak which appears to be corrected.  I also asked if the paperwork provided was sufficient and she said that it was.

  I am sorry for the confusion and issues she experienced with the system we are required to work within.  I realize it can appear we are giving someone the runaround and we are working with ****** corporate to try and alleviate these issues.

   

  Customer response

  10/26/2023

   
  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,
  
  *******************

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