Complaints

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 27 2023 I paid Granite Empire $3530 to install new granite countertops. Very end of February I notice song chipping, upon closer look since they are black its harder to see, I found a good amount of chipping. Knowing that this is completely abnormal for brand new granite countertops., I reached out to the woman who was the manager when I bought them. However, she told me that she no longer works there and she gave me the new managers phone number. On March 3. His name is ******. I called and text him starting March 4 until he fi ally responded on March 12, he told me to call the main number and somebody would be able to fix it. It would be fast take about 20 minutes. Sounded good considering I was frustrated at the weight I called the main number, I got another mans voicemail who called me back rught away but only to say that he would be calling me to let me know when somebody could come out to look at it, and of course, that never happened and theres been no more contact from him. This type of thing is an issue in reviews with other customers and them not replying.. they moved their office to a new location This is their new location. *********************************************************** is the new address. I am hoping that they will respond and do what they should do by their customers. Or I will be filing against them in court. Theres no reason granite would ever do this after just four months! Even the seal part that they put on is coming off. Im done endlessly trying to change them around..

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to file a complaint against Granite Empire, location at ******************************************************************* and the parent company.. On November 19, 2022, I purchased Luxury Vinyl Flooring from their salesman, ******, and the flooring was installed in December of the same year.The issues began in March 2023 when the flooring started lifting. I promptly contacted ****** on March 8th, 2023, and despite providing requested information, there was no resolution. Visiting the store yielded no results. Subsequently, I contacted the parent store, Granite Empire at ***********************************************, and began communicating with *****. After inspections by the installer ****** and *** a rep from MSI in April, it was determined that the installation was done improperly.***** assured me that the issue would be rectified, and new flooring would be installed correctly. However, after enduring weeks of delays, and despite my request for a full refund of $13,732.00, Granite Empire ignored my pleas. In June, I sought legal assistance, but even the attorney's request was disregarded.In October 2023, after personally visiting the ******** store, ******, a salesman/manager, acknowledged the flooring issue, stated having materials waiting for an installer. Despite this assurance, there has been no follow-up or resolution.This ongoing situation poses a severe danger to my elderly disabled parents, and temporary fixes, such as duct tape, have been implemented due to the lack of response and action from Granite Empire.I have exhausted all channels of communication, including emails, phone calls, texting, and in-person visits, with no satisfactory results. Despite numerous promises, there has been no progress towards resolving this hazardous flooring installation.I am seeking your assistance in mediating this matter and urging Granite Empire to provide a full refund as compensation for the inadequate installation and the resulting inconvenience and danger posed to my family.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This complaint is for a custom countertop which I ordered from Granite Empire. I paid a $940 deposit. The balance would be paid after successful installation. The balance would be $940 if I bought their sink or $790 if I bought my own sink and made it available when template was being measured/made in my home.Measurement of the template for countertop was on 9 September 2022. Elkay (sink manufacturer) provided a paper template which I passed on to person who measured. I requested 1/4 overhang which he said was what he usually did. When the installer came (a different person than who measured) I could immediately see that there was NOT a 1/4 overhang once the under mount sink was installed. The installer said he was not in charge of that and to talk to the people at Granite Empire.When I contacted Granite Empire about the problem:-firstly, they told me ALL countertops were cut the way they cut mine and that it could not be done differently (obviously not true)-secondly, the manager (******) came to look at it and said he would see how he could fix it (obviously you cannot make a hole smaller) and sent someone to remove black marks on the edges without discussing it with me or making an appointment. It makes zero sense to remove black marks on a countertop which needs to be recut. -thirdly, they offered to deduct the cost of the cutout ($150) since it was wrong (I said I did not agree to that and that I wanted what I ordered and not what they happened to cut. I said I would pay the balance due when I received what I ordered.)-Finally, after weeks of not receiving correct countertop, they sent me a bill asking for payment. Furthermore, the contract states Homeowner or contractor will sign off that they are COMPLETELY SATISFIED prior to the installation team leaving the job site. Because of the mistake, I was not satisfied and did not sign anything saying that I was.Additionally, they are trying to charge $150 for a sink they did not provide.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩