Complaints

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 2, 2021, we hired Summit Granite to replace our kitchen cabinets and counter top. The price included new countertop, new cabinets, removal and haul away of old, installation of the new, and plumbing disconnect and reconnect. We worked with ***** and she came to our house to see the layout of our kitchen. ***** told us she had her own installers, and we therefore expected the cabinet removal and installation to be done by her full time, experienced crew, but instead was done by a family friend's son who had a different full time job and not an experienced cabinet installer. His "helper" was a friend who had never done anything like this before. They worked at our house very sporadically, no more than 3 hours at a time, some days just an hour and a half. The removal and installation took over a week and was terrible workmanship. I found two cabinets installed upside down! Although he reinstalled them, he had to cover the incorrect s**** holes with filler, which are now visible. Doors swing from the opposite side, and handles were put in the wrong spot, and now there are visible covered holes. It is a horrible installation.The cabinets are of such poor quality, that the side panels of two cabinets are delaminating. I first contacted Summit and told them of the defective cabinets on January 25th. Since then I have followed up constantly and get very little in the way of communication. The last communique was on March 2, when they told me they would check with the manufacturer to see if new panels were available. I have heard nothing since.I am at my **** end! This has been going on for more than 4 months with no cooperation from Summit Granite. I have paid for two quality cabinets and installation, and do not have anything close. The cabinets are clearly defective and I want two new cabinets installed that meet the specifications that I paid for, plus a new door to replace the installer damaged door. I do not think that is too much to ask.

  Business response

  05/18/2022

  Hello BBB,

            We are aware of this situation and have been working on this. Due to Covid the cabinet company could not provide us with the panels because they are out of stock. We notified the customer about this, and informed them that as soon as they became available we will take care of this and have them installed. In regards to the door we have not heard anything about this until now. The customer had a very tight budget and requested that we stay in the budget. We located a sub-contractor that would fit in his budget to help him out. He is not related to anyone at Summit. 

   

  Thank you

  Customer response

  05/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Summit Granite never responded to my requests for a status of this repair, I had to continually chase them to respond and they never did, which is why I filed this complaint. They never even came to the house to look at the problems! Their response to this complaint is not rooted in any truth at all. When I contracted with Summit, budget was not discussed nor an issue. They included their price for labor, not discounted not adjusted, and Summit said one of THEIR contractors would be doing the work. I paid their quoted price and expected THEIR installer would be doing the work. Now they are saying that this was a sub-contractor not related to Summit? When I told the contractor about all the quality issues, he said he will talk to Summit. They led to me believe it was their installer and they farmed it out to someone they had no connection to? Sounds like a bait and switch situation.
  This response does not resolve my complaint and does not fix the poor quality of the installation or the cabinets.
  
  Regards,
  
  *****************************

  Business response

  05/26/2022

  We have received notice that the panel is instock and if the customer agrees we can order and then schedule a time for installation. We want to move forward and solve the problem for this customer. 

  Customer response

  05/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As outlined in our original complaint, we are asking for two new cabinets and a door to replace the defective and damaged goods.
  We paid for first quality cabinets and professional installation, and we received defective cabinets and terrible installation. The cabinet plywood side panels are delaminating, and by Summit's  own admission in writing, "the panels may not come off that easily and would have to be adhere to the cabinets and if not done right, it could easily happen again". The sides cannot simply be replaced and Summit thinks they could delaminate again. Replacing  these cabinets is the only acceptable resolution.
  We paid for first quality cabinets and these cabinets are obviously defective. We are not interested in having patched and repaired brand new kitchen cabinets. Summit granite has not demonstrated that they have installers capable of a difficult repair, and based on our experience with summit granite so far, we have no confidence that this would end up to be a top quality job. We should have two new cabinets from the factory that are of first quality, just like we were sold, we bought, and we paid for.
  The door, damaged by the installer was patched by the installer and now the patch material is beginning to wear off making the damage obvious. We now are finding other patched damage that the installers unknowingly patched. The door is the most obvious, and was a result of the poor installation and needs to be replaced. 
  I paid over $17,000, the quoted price, in good faith, for a very small kitchen, and I expect Summit Granite to provide the quality they promised.
  
  
  Regards,

  *****************************

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