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Complaint Details
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Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On May 30, 2023, I signed a contract with Texas Granite and Tile to install Quartz Slabs 2cm/ Color: White Arabesco in the Kitchen and three bathrooms. The job was completed in a week after a few hiccups with the sink installation in one of the bathrooms. My family and I were not living in the home at the time due to the remodeling. We also had plumbing at the home fixing out plumbing issues under the home on the opposite side of the house. Once both contractors were done we moved in approximately September 2023. I immediately noticed there was a crack in the kitchen island and it wasn't level. I contacted the business to inquire how this can be resolved (please see attached emails). I explained that I thought it was strange because one of the selling point for quartz was that it was extremely durable and no one had even cooked or been in the kitchen yet. on 09/11/23, I was told that the owner needed to check with the fabricators and they would get back to me. This went on for about two months and I was promised a call back to have someone look at the counter. I inquired about the 1-year warranty because I assumed this would be covered, The contract states every project performed and installed by Texas Granite & Tile Co. is covered by our exclusive 1-year Limited Warranty and is protected against defects in fabrication by Texas Granite & Tile Co. if Texas Granite & Tile co. installs the job. This warranty only applies to the original homeowner of the job and it is NOT TRANSFERRABLE. In my opinion, this would be covered under defects. However, I keep getting the run around about a resolution to simply resolve the issue.Initial Complaint
11/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Company Texas Granite mishandled the granite slab I purchased from KLZ Stone the cuts where not precise causing the seam to be very unsightly and the cuts for an end piece where off and do not line up with cabinets also parts of the stone where chipped on the front edge at the sink area and shows the lack of skill in fabrication. The company will not take my calls and the rep handling my transaction has responded to my last request in all caps. The level of incompetence and lack of professionalism has made trying to work with this company as a consumer impossible. I am requesting a partial refund of money paid or replacement of the stone I purchased and have it fabricated correctly.
Business response
01/06/2023
Business Response /* (1000, 5, 2022/11/18) */ Good afternoon It was brought to my attention that a week after the installation was complete for Mrs. ****** filed a complaint with the BBB This was a surprise to us, as we can see attachments in the folder that the client and our sales rep was consistent using her personal cell phone and via email. October 31,2022 as client requested recipes and warranty by email, in which she received and signed and returned via email. There was no lack of communication at that time. The day of installation she was given a completion sheet that she signed and returned with final payment given to my installers in which client had given any indication that she was unhappy with our services. Until a week later when she filed with you she had every opportunity and resource to reach us in which she did not. If for some reason she has any kind of proof in which doing so we ask that you ask her to present, you with such proof. Consumer Response /* (3000, 7, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated before on initial complaint your company would not take my calls and the so called sales rep responded to my second request for a final receipt in all caps with I take understand as aggression. I cannot try to communicate with someone so unprofessional.Initial Complaint
09/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Photos of work incomplete and no response from companyBusiness response
02/08/2023
Business Response /* (1000, 13, 2022/11/18) */ Thank you for bringing this matter to our attention we are sorry for the inconvenience; we were not aware that the installation was not completed. As she requested the day of your final installation one of my employees was sent there to do final walk through with yourself in which final payment was sent 9/22/22. There was never any indication of job not being complete. As we can see in the picture the client provided all tops are set in place on cabinets and cooktop and sink cut out are done, if there is something that I cannot see in the picture please provide further details and we will gladly review.
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