Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the counter from Bob's granite on January 28th of 2023. They were supposed to come out and template it on March 7th 2023 install within 2 weeks at that time which did not happen they came out earlier and templated no one contacted me at any point. on March 7th they then placed the countertop which was great to have earlier than expected but I had to keep contact in them they never contacted me. I was billed $200 for polishing under the seating at the bar which they never. Did I have a four inch crack That they came out and told me it was not a crack. Which it clearly is. they told me when they came out they would buffet and make a smooth which they Did Not Do. They refuse to do it all. They wanted to do was argue with me so I was overcharged $200. And I have a defective countertop which they refuse to correct the issues.

  Business response

  03/30/2023

  I am responding to this complaint by Mrs. ****.

      She called us a few days after the installation we performed and the kitchen counters came out beautiful and looks beautiful.  We did the install in a professional and timely manner and the customer paid us in full.  We always ask our customers to inspect and let us know if there are any issues that they would like us to take care of before we leave and receive final payment. She inspected the counters and was satisfied and paid our installers.  A few days go by and she called us and said there were cracks in the Granite countertop.  I immediately sent our lead installer over to her house to check out her new tops and what he found was that the Granite has fissures in the stone where the different colors in the slabs meet.  This is very common in certain Granites.  The color she chose happens to be one of those colors.  This is the main reason we have customers pick out the slab of Granite that we use for their countertops. She picked this color and slab and we processed it professionally and with extreme care.  Just to be certain that it is fissures I went to our supplier of that particular color and viewed multiple slabs and they all have fissures in them.  The fissures do not effect the quality of the stone in any way and it will stay that way forever.  She wants us to try to polish out the fissures which would damage the integrity of the Granite and more than likely ruin the polished face of the Granite.  If fissures were an issue for her she should have picked out a different color of maybe done Quartz countertops.  I really do not know what Bob's Granite Place did wrong and have to put up with her trashing my company on line with bad reviews.  We put her new counters in professionally and timely.  We put in the color and slab that she chose.  I feel she should remove the bad reviews that she wrote about us and apologize for saying the things about my company.

      In regards to the $200 she says we owe her I have no problem returning that money.  We do not usually polish the underside of a Granite top as a matter of fact I have done it maybe twice in 32 years.  My guys must have missed the request because it is very unusual.  

  Sincerely

  Bob

  Bob's Granite Place

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: As you can see in the examples I provided. The template was supposed to be done on the 7th not the install if the install was done at the time it was supposed to be I would have been. Home cause I would have taken the day off. I have called them the day that they installed it and I. And I emailed them with my complaints I did not complain about the. Chip in my wall that they created when they banged the cabinet against it. I did not complain about the crack that is gotta be covered up with the tile that I put up on the wall. They did not refund me the $200 which was their idea to do underneath the cabinet. I had no idea they could do that they told me that the $200 were refunded the day. I filed this which has not happened the gentlemen that they sent out was the same gentleman that installed it so of course there. They're gonna say it was professional. Was professional I have a lady coming in this weekend? Who is going to look at it and give me a breakdown of all the issues? Which I will be happy to download to the Better Business Bureau. But they have not tried anything to fix. The issue I it is not a frusion it is an actual crack I have not suggested anything any suggested. Suggestions had come from them so it was not done. The way it was supposed to the template was supposed to be done and then they were supposed to schedule. If you look at again my example you'll see the templateing was scheduled for the date. They installed.
  
  Sincerely,
  
  ****** ****

  Business response

  03/31/2023

  I have no idea what she is talking about.  I have no idea about the template issue she is talking about.  She never brought up anything to us about chips in her cabinets before this complaint.  All she mentioned to us is that she has a crack in the Granite and I know that it is a fissure.  I have an identical slab at my showroom and it has the same fissures.  If she has someone coming over to look at my work then she needs to have that person meet me at my showroom and I will show them the fissures in the same color she chose.  The slab at my showroom comes from the same lot of slabs she chose hers from.   I have an appointment to go to her house on the 8th of April and I will be giving her the check for $200 that she overpaid in person.  This woman picked a slab of Granite and now she doesn't like it and expects us to just eat the cost.  She picked it, we installed it.  If she wants to pay for a new slab we will reinstall it.  If she chooses to do that I will need her to sign a release saying that she inspected and is totally happy with the slab.

  Thank you

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint again I will state I love the look of my counter. I do not care as much about the wall or the chip issue I will be happy to point out. I do care about a large Crack that is extremely noticeable.  It is where the metal stabling bar was. After I speak with the professional who will be coming to my home to inspect it.  If it is not a Crack I would glad change my review but I know it's a crack as the other ones my finger nail gentle keeping going this crack my fingernail stops at. The color of the stone is beautiful my kitchen is complemented by it the crack island the extra charge are my 2 basic complaints.  
  
  Sincerely,
  
  ****** ****

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