ComplaintsforGranite Design USA , Inc.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ********** had Granite Design do the work which was granite counter tops for our condo at *********** **. ****** did the measuring this was the beginning of Sept. We pulled out the sink to check for clearances at this time i told ****** the sink drain should be on the right side or the sink base cabinet as viewed looking at it. The plumbing comes from the right back to the left and this would allow the shortest run and provide space for a garbage pullout. They came and did the install late Oct, I got a call by the installer to have my painter sign off,I was hesitant to do so but the installer assured me that if there was a problem his company would take care of it .I had my painter sign off,we live five hours away and am a general contractor here in CT.Two weeks later my wife and i went up and although they did a nice job they orientated the sink drain wrong it is on the left as facing the cabinet . i called a ***************** who was Granite design rep that we were talking to .Although nice a called her ***** times and got nowhere with her.She did tell me that there was a good chance that the sink which i paid ****** for could get damaged as well as the stone inthe front part where it is not wide it could snap as the sink was epoxied the the granite,with this information i sought to be compensated financially, i asked for the 425 the cost of the sink and 325 for the plumber, i provided those cost that i paid to granite design. Next i got a ********* we went nowhere she offered me 200 i said that was not enough. I then wrote to *********************** {who is in charge there}by way of a registered letter on Jan 10th waited two weeks and heard nothing called on Monday Jan . 22nd got ***************** who left him a message to call me and heard nothing.Am very frustrated by their lack of wanting to resolve this issue. .

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our countertop installed in June and July of 2022. At the end of July/early August 2023, we noticed our countertop had a crack in it. We reached out to Granite Design USA to find out how to go about this and if our warranty is covered. We were told to send pictures and a description of what happened. Since initially sending an email with our issue in August, we have followed up with multiple phone calls and emails and haven't heard anything from our Account Manager or anyone from Granite Design USA. I've even tried to call reception and they never pick up either. I'm becoming increasingly worried that this is a bit of a fly-by-the-night organization. We trusted them with our kitchen countertop and sink installation/renovation and it is pretty clear that we made a mistake going with them. All we want is proper follow-up and resolution to our issue, but it seems like they are done working with us altogether.

  Business response

  11/07/2023

  Good afternoon,

  We have no record of any contact from ****************** following his installation Last summer. Installation Warranties are good for one year from date of installation. I will have the current project manager for his location reach out today to set up a service appointment if he chooses to do so. 

  Thank you,

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