ComplaintsforSanford Granite, Inc

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The install date was 9/30/24.I paid $1,670 for fabrication and installation.Sanford granite provided sub par work with little to no remorse. They damaged my cabinets and let the job *********************:Sanford Granite installed our new counter top yesterday and let me tell you, this is the most amateur install I have ever seen. They came with a high tech device to scan my kitchen and I was delivered a slab with a square corner with an over saw cut mark * set at a rounded corner. They then slabbed a ton of caulk into the corner and said this is a quality install. I complained , to which they made it seem like they were doing me a favor* they didnt take responsibility for their poor quality control, rather blamed their machine. They knowingly installed the wrong cut and didnt bat an eye. They offered to replace it after arguing but I no longer trust this company since it wasnt done the first time. They also damaged a cabinet face and left the others very dirty. The cabinets are brand new and I no longer want them working in my kitchen with fear of more damage. The granite was also left with sealer hazed all over which I have to pay a professional granite cleaning company to fix. Ive tried working with them on resolution options but have hit a wall.

  Business response

  10/03/2024

  Thank you for sharing your feedback. We genuinely value every opportunity to learn and improve. Id like to take a moment to clarify the situation and address your concerns in full.
  
  On the day of installation, you thoroughly inspected the work and signed a form acknowledging the project had been completed to your satisfaction without any visible issues. We were glad to meet your expectations at that time.
  
  The next day, when you raised a concern about the corner of the countertop, we responded immediately. As part of our standard procedure, we asked questions to better understand your concern and ensure we addressed it properly, which may have come across as argumentative but was simply our due diligence. That same day, we refabricated a new piece and offered to install it the next day at your convenience. Unfortunately, we did not receive a response from you regarding scheduling that installation.
  
  Regarding the cabinet door, our photos taken immediately after installation show no damage, but in good faith, we ordered a brand-new door for you at our expense. That replacement has been delivered as of today to your contractor, Selah.
  
  Id also like to point out that our contract was with your contractor, who has expressed complete satisfaction with the project and our level of service. However, were more than willing to continue working directly with you to ensure that all of your concerns are fully addressed.
  
  We regret that your experience has left you feeling dissatisfied, as this is never the outcome we strive for. We take full responsibility for ensuring the highest quality of work and customer care, and we remain committed to resolving this matter to your satisfaction.
  
  Please let us know if you would like us to proceed with the installation of the new piece, and we are happy to arrange a time that works for you.all at once. 

  Customer response

  10/03/2024

   
  Complaint: 22369658
  
  I am rejecting this response because:

  The concern was brought up same day to my contractor but you were close by the time I was able to see the damage. My wife was pressured into signing the documents as the installation time was not answering her questions. My wife stated " the workers knowingly were staring at the spot, knew it was wrong and dumped caulk into it. The team also couldn't answer her questions on care for the counter as well and we have a thick film and streaks all over the slab from poor sealant application. I was not notified that a new piece was cut, I was told Thursday or Friday which puts my timelines in jeopardy. I also stated- due to the neglect of the current installation, I would not like Sanford back on my property due to the neglect of the first install. I expect quality work the first time and not a clear disregard for quality when that piece was installed. As a granite expert, the team should have known, that was not proper and to not install it at all. Can you please answer that - why that piece ever made it out of your shop? When I did ask that question to your fabrication manager - he laughed at me and blamed a machine- that means you don't inspect your work. The installation team should also know - that isn't right. They also cut that piece when installing as well as my wife witnessed. All in all sloppy working not what I would expect from "experts". My project cannot wait for a new piece to be installed so I would like an alternative solution from Sanford to correct this.

  
  
  Sincerely,
  
  **** ******

  Business response

  10/09/2024

  Thank you for your response. I want to take the time to address each of your concerns and clarify a few points to ensure we're all on the same page.
  

  First, Id like to emphasize that our approval form clearly requests that customers not sign if they have any outstanding questions or concerns. We are fully committed to ensuring every job is completed to your satisfaction, and if theres even a single unanswered question, the project should not be marked complete.

  We want to assure you that there is absolutely no need for any pressure from the installation team to obtain a signature; they leave the form with you, and our operations team handles any outstanding issues from that point forward.
  

  Regarding the damage you reported after business hours, we reached out to you the following morning as soon as we received your feedback. We immediately fabricated a new piece and were ready to return for installation the very next day. However, we were awaiting your approval to return, which was immediately rejected. We have written records and recorded calls confirming these details, and we are happy to share them with you or the Better Business Bureau (BBB) upon request. We maintain full transparency in all matters.
  

  While we understand your concerns about the installation process, I want to assure you that the piece was inspected before leaving our shop. The issue with the machine was explained to provide clarity, not to shift blame. Our goal was to meet your projects timeline, and once the concern was raised, we immediately took steps to correct the situation by fabricating a new piece.
  

  We remain fully committed to completing our work to your full satisfaction. If you prefer, please request the written records or recordings at any time, and let us know how you would like to proceed. We are more than willing to work with you to ensure all concerns are resolved.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Began on April 5, 2024. Completed 5/17/24. ******* paid in full. Workmanship not up to standard and advised business of the same. They attempted to repair the scratches and left the ct dull in that area. Then tell me that's just the way it is and it will never look like the rest of the ct, like it was my problem there were scratches from when they prepped it at their shop. They are telling me I should have asked for clips for the sink. I didn't realize I needed to tell them how to install a sink. I wasn't given a choice between clips or glue. And when I ask for a guarantee my sink won't fall out 366 days after install they refuse, then the guy who comes out to inspect it says they will give me a 10 yr warranty because they believe in the glue they use I tell him ok, great that will work for me. He agreed to the 10 yr written guarantee it won't fall out. I thought that was settled and now they won't provide that either. I even repeated to him that they would provide that letter and I'd be just fine with that. All I'm asking is that they stand behind the way they have chosen to install this sink. They can't even show me it's industry standard/code or up to manufacturer's specs. There's also the issue of the ct cut wrong and leaving a huge space that I will have to have filled in in order for my backsplash to be installed. It's obvious from the measurements that had they turned the slab around it would have fit as it was measured. I didn't push that but now they are trying to charge me to put in clips so I am pursuing that also. I'm not the professional, they should have known that huge gap was way out of variance and not acceptable. Now I will have to pay to have the wall built up to install the backsplash. I admit my brain works a little slower these days (I am a terminal cancer patient) which is why I have kept everything in writing. They knew this install was important, first time in my life I did something just for me. They have taken all the joy out of it.

  Business response

  06/24/2024

  Thank you for submitting your honest feedback regarding  your experience during the course of the project. Let this written communication on BBB, an accredited platform, be another testament to the warranty we have shared with you multiple platforms - we are 100% confident in our installation of your sink and offer you a full year warranty for any defects that *** arise from it. The adhesive we use is called "Black Mamba", a high tack polymer adhesive, an industry standard and which we've used in thousands of installations as have many top tier shops in our area and nationwide. You are more than welcome to research this further, and for this we recommend contacting the *********************** (NSI) whose standards we follow. It seems you were getting your information from your plumber who you *** refer to us for further dialogue and education - we'd love to show him the process and durability of our materials in our fabrication shop. However, if you would like clips we are more than happy to install them for you and could've done so in the multiple visits we made to your home after install. As we've mentioned to you multiple times on phone calls and emails, we're here to ensure your project is done right and you are satisfied. This is precisely why we had our installers, fabricators, and finally our production manager himself visit your home to address your concerns - every time something new. We truly wish you are happy with your countertops and appreciate the trust in our team and process. I'd like to remind you that this communication is on a public platform and we have stated our warranty here to ensure you have a means of holding us accountable should we ever fail in our promises of quality. Wishing you the best for your home now and in perpetuity. 

  Customer response

  07/30/2024

  They have a warranty.  they came out and did a repair and left The product worse after the repair than it was before.  how is that not Totally irresponsible and not within the warranty Requirements?

  Customer response

  07/30/2024

  I would like to see this complaint reopened, and my countertop fixed.  I apologize, but I have what is known as chemo brain and my short-term memory is shot. Plus for some reason I just expected to get a letter. I didnt realize everything was done online now. Probably missed that in your directions. *** also noticed since the Original complaint that my countertop is not sealed properly anyway this little drop of water will sit there Seep into the Stone. Thats not supposed to happen if its been sealed properly. They put my stove Into is crooked. Noticeably with the naked eye I spent an extra $$300 getting the huge gaps Filled that they left because they didnt cut it right.  

  Customer response

  07/30/2024

  They have a warranty.  they came out and did a repair and left The product worse after the repair than it was before.  how is that not Totally irresponsible and not within the warranty Requirements?

  
  

  Business response

  08/22/2024

  We'd like to thank the client for their feedback and do respect their diligence in achieving what they believe is the right course of action - its their home and they should feel satisfied with all work completed. As the client point out, we have been hired as the experts and in no way do we expect her to be the expert here. We've addressed her points in previous communication and are more than happy to discuss it in person with her at our showroom if she would like more explanation to satisfy her questions. I've uploaded two documents per her request showing the chemical breakdown of the adhesive components if she'd like to further compare it with industry requirements and standards. As mentioned previously, we've completed thousands of installations with this adhesive and can speak to its abilities as can many fabricators not only in *******, but around the country. Ultimately we have done our best to address her concerns including multiple site visits, management visits, and plenty of communication. We know she might have more questions and are open to discussing any questions she has in person in our showroom or even our fabrication shop where she can see our process in-person. Thank you BBB for facilitating this communication. 

  Customer response

  08/27/2024

  My original complaint contained the issue of the "repair" that was done and done poorly and how I was told the damage caused by the repair was my problem to fix. They sanded out the swirls that were left in the ct and then failed to reseal it, telling me I needed to do that. Since then I have discovered that the top was not sealed properly. I have attached info and pics of my ct showing how the water is seeping into the top which indicates it was not properly sealed. Another warranty item that is being ignored. Also, I have had another ct installed in another home I own. That sink was put in with clips and it nor the ct are as heavy as the one that is the subject of this complaint. I didn't even have to ask for clips, it was done as a matter of practice by the company who installed that ct. The hole for my stove was cut cockeyed. The front ledge is 1/4 inch difference from one edge to the other and is noticeable with the naked eye, the stove sits in the hole crooked. I understand variances are allowed but I don't think this is within the variance allowed. If these folks are so stuck on this "adhesive" they use instead of clips why won't they extend the warranty for that issue past the 1 yr? All I'm asking is that I not be stuck with the cost of fixing this when it fails after the 1st year. I don't doubt it will take time to loosen up with the vibration from the disposal. And likely it will be after the 1st year. All I want is them to install the clips as needed, fix the damage they did during the "repair", and reseal my top as it should have been because I paid for that.   thanks

  Customer response

  08/27/2024

   
  Complaint: 21818041
  
  I am rejecting this response because:

  My original complaint contained the issue of the "repair" that was done and done poorly and how I was told the damage caused by the repair was my problem to fix. They sanded out the swirls that were left in the ct and then failed to reseal it, telling me I needed to do that. Since then I have discovered that the top was not sealed properly. I have attached info and pics of my ct showing how the water is seeping into the top which indicates it was not properly sealed. Another warranty item that is being ignored. Also, I have had another ct installed in another home I own. That sink was put in with clips and it nor the ct are as heavy as the one that is the subject of this complaint. I didn't even have to ask for clips, it was done as a matter of practice by the company who installed that ct. The hole for my stove was cut cockeyed. The front ledge is 1/4 inch difference from one edge to the other and is noticeable with the naked eye, the stove sits in the hole crooked. I understand variances are allowed but I don't think this is within the variance allowed. If these folks are so stuck on this "adhesive" they use instead of clips why won't they extend the warranty for that issue past the 1 yr? All I'm asking is that I not be stuck with the cost of fixing this when it fails after the 1st year. I don't doubt it will take time to loosen up with the vibration from the disposal. And likely it will be after the 1st year. All I want is them to install the clips as needed, fix the damage they did during the "repair", and reseal my top as it should have been because I paid for that.   thanks
  
  Sincerely,
  
  ***********************

  Business response

  08/28/2024

  As always, we appreciate the communication. At this point we have addressed all the points the customer has mentioned and unfortunately the conversation is taking on a circular path. An example of this can be viewed in how they claim not to be the expert in certain matters but when we share expert scientific data it is still disputed without any reasoning. This has unfortunately been going on far before this BBB complaint was posted and we have emails and calls to share with the BBB as needed to investigate further. We are always more than willing to sit with the customer in our office or the fabrication shop and demonstrate our process so there's full understanding and cooperation. If the customer is not satisfied with the sealant, we will gladly ship a bottle of sealer to her home so that she may address it as needed free of charge. This is the first we're hearing of it, she may call our office to confirm the request and our team will take care of her. 

  Customer response

  09/04/2024

   
  Complaint: 21818041
  
  I am rejecting this response because:
  I cant tell if my previous response went through or not. Please let me know if you received my response just before this message. I want my warranty honored. I am not asking for money for my costs to fix their mess. Just that they honor the warranty  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The granite was installed around November 2022 and in February the seam split up and down. They sent someone to repair it after months of phone calls trying to get it repaired and the guy said he needed at least 3 guys and would have to come back. Sanford granite rescheduled someone for 5-5-23. They never showed and Sanford granite won’t return or answer my calls. They are very difficult to deal with because they lie and won’t return calls. I’m going to have to get another company to redo the counter top. I also found out that Sanford granite farms out everything from fabrication to install. They appear to be just a middle man and doesn’t have their own crews or ability to fabricate the granite.

  Business response

  05/10/2023

  Hello,

  Mr********** was installed on 11/1/22. Client contacted us via phone on 3/27 regarding his seam concern. We went out on 4/27 to address his concerns as we could not come before client was scheduled to travel out of town. When we looked at the issue on 4/27, we had only sent our 1 repair specialist - he determined he needed at least 2 more men to help him with this repair because essentially we'd have to lift it with two people while the other one worked on the actual repair. We went back out today, 5/10 and repaired it for him. Photos of the repair are attached here for reference. We apologize for the delay. We are glad we were able to fix it for him and we truly do appreciate Mr**********s business. 
  

  Thank you,
  

  Brandie U****** - Director

• Initial Complaint

  05/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 14,2022 we signed a contract with Sanford Granite to do a full kitchen remodel to include demolition, install new cabinets, countertops and backsplash. They would provide all materials except tile, grout for backsplash, kitchen faucet and cabinet knobs. At the time of signing, we paid a 50% deposit of $20,045.00. On 4/22 paid 10% @ $4,018.35 for completion of backsplash. The project started 2/2/22 with demolition and we have had problems every day since then. We started with electrical problems that they could not handle thus we had to hire someone. Hani agreed to pay for half of cost =$700. There were several measurements in design that were wrong; 1. countertop in bar area had to be angled, 2. short 10" on one wall that required adding 10" to wall and thus making walkway smaller. 3. another wall was 3" short preventing refrigerator from fitting so adjustments had to be made by removing a filler. Cabinet knobs were all hung in the wrong place despite giving exact directions and pictures of where to place them. They ordered 4 rollout trays in wrong size, 24" for a 27" cabinet. After install, I realized 2- 27" rollout would not pull out in 1 cabinet because the cabinet was crammed in too tight. This causes the cabinet door to bang into the adjacent cabinet and scratching it each time it hits. The 24" rollout was then rigged to fit into the 27" cabinet so I could get better use but it looks horrible and is less storage. Lastly, the trim above cabinets does not match and the oven cabinet they installed is too big to hold the double oven I bought. Measurements of appliances were given prior to start of project. Now Sanford Granite is saying they can't fix the trim or the oven cabinet as it is "out of their scope". Suggested we hire a custom cabinet maker. Hani agreed to pay him and supply the materials but only after we pay the remainder 40% and release them from contract. But project is not complete so we refuse to pay and asked for bill adjustment

  Business response

  08/12/2022

  Business Response /* (1000, 8, 2022/06/05) */ Hello BBB, This project has turned out mostly well and there are a few points of contention from the clients that we have been trying to address with them to no avail. We have detailed our reply below and to summarize, their feedback consists of requests for us to perform illegal work and for changes to solutions that have been discussed, documented, and implemented. Despite this, and to achieve an amicable solution, we have offered to come to a generous settlement discount with them and even to the extent that we will pay the full invoice from their own installer to help complete the project and supply him additional material free of charge. Yet we are still sent legal and BBB complaint threats (emails attached). We have been maintaining continuous communication with the client throughout the duration of the project since the start. As this was a full remodel compromising of demolition, wall modifications, tiling, cabinets, countertops and in a kitchen with angled walls we could not access for measurements, the clients were advised at the onset that the project will be reassessed after demolition once we have full access to the space behind the existing cabinetry. The clients also saw this stated very directly in the contract when they signed it. I have attached that page so BBB may review it. After the demolition the following realizations were made: * The homeowners realized there was extensive electrical wiring in the soffit area and other electrical work needed in the Kitchen. We clearly state we are not licensed electricians and do not take on electrical work as it is illegal to do so in Florida. We also pointed out that this is mentioned in the very first estimate as well along with every estimate thereafter. BBB may review this in the client's attachments. They were upset at this fact after demolition despite us explaining it is for their benefit since we are not insured for electrical work without a license. At this point they demanded we compensate them for the electrical work and we explained that we had not charged them for this service to warrant a deduction. The clients demanded we also compensate them for their time to hire an electrician to which we responded the same - that we are not General Contractors and have not charged them for electrical or plumbing work. You may see from the client's communication to BBB they still feel that we "could not handle" the electrical work, despite all of our communication to them regarding this and legality of it. They instead decided to hire an unlicensed contractor to complete the electrical work and we showed them that this is illegal and gave them access to the license database so they may do their diligence. Yet, they would like us to reimburse them half of this cost. * We performed a full review of the measurements and the project floorplan after the demolition and concluded one wall is a few inches shorter from the angled areas. This would require a 3" cabinet width reduction which were going to cover free of charge. We would reduce one wall and one base cabinet by 3" by replacing the cabinets on our dime. The client rejected this solution despite our project manager sharing that we need the space as its a tight fit for the wall and the crown molding could extend past the wall. They accepted this and discussed the "flush" crown molding option with our installer as a solution. After the cabinet installation when the "flush" crown molding was installed as discussed, they didn't like the appearance, understandably, and requested custom carpentry to produce a custom finished crown molding for that area. We have plenty of communication showing the "flush" crown being discussed and progression shared, and only at the end did they change their mind. We understand and would like to work with them, however custom woodworking isn't a service that we offer nor is it in our scope of work. We recommended they go with a custom carpentry shop to get this and we would deduct the crown molding from their invoice. They called their own contractor and demanded we pay his estimated amount to complete this task. In good faith and ensure a successful finish, despite his estimate being an inflated amount nearly 5x the amount we charged, we agreed to pay their installer and offered to give him materials to ensure a full color match in the kitchen. * In regards to the cabinets pull-outs, the sizes that have been installed are indeed the ones they have signed off on in the contract and what has been agreed to. However, after our design team realized that a larger size would be better we ordered them for her but these did not fit and therefore went back to the sizing defined in the contract. * Lastly, they found and brought on board their own carpenter to complete the crown molding task. We stated that we are willing to cover the full cost of this contractor despite it being extremely above market rate, however they would like us to take liability of his work which is something we cannot do for our own safety. We will deduct his charge from our invoice to the client however we cannot bring him under our insurance and workman's compensation without a proper vetting process. The clients have stated this is unacceptable to them. Overall BBB, you may observe from our emails that we've tried to come to a resolution and give them more than enough compensation to cover the portions that they are not satisfied with but have been met with resistance and unreasonable negotiation amounts and threats of legal action and BBB action. We would love the BBB's help to come to an amicable resolution. If possible, please obtain a breakdown of the compensation requested from the client in regards to the issues and ensure its legality and fairness to market rate. Looking forward to all parties being satisfied. Consumer Response /* (3000, 10, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The last time we heard from Sanford Granite was in an email they sent May 10 almost 30 days ago with no resolution agreed upon. We were traveling out of the country 5-18 thru 5-31 but did check our emails occasionally. We did not see any response from BBB until now. I would like to address the false and twisted version of the truth that SG made in their reply. First, when we received estimate from SG on June 2021, I was never told they were not contractors and did not include Electrical and Plumbing work. In fact, they actually included the cost of plumbing and some electrical work for install of our appliances (see attached). But we declined as we thought they were over-priced. The kitchen designer did the design to move the refrigerator from one wall to another wall yet never mentioned that we would need to hire an electrician to put in an outlet for it or to move the light switch that the new placed refrigerator was covering. On demolition day, 2/3 is when we ran into the electrical issues. That is when it was pointed out to me they were not contractors and didn't do electrical or know anyone who did and thus I had to find someone asap for them to continue job. At that time, I requested to cancel our contract as we had not allotted this extra expense into our budget and worried what other problems might follow that they could not handle. But I was assured by designer that we could work something out. We asked they pay for half the cost of $1400 for electrician. A few days later SG agreed to pay half the cost at $700. (see attached invoice). Now they are saying they will not pay for it. Second, the demolition happed on 2/3. No re-measurements were done, or problems brought up at that time as they claim in their response. It was not until 2/16 when they were installing the last cabinet that it was discovered the measurement was off by 3" and adjustments needed to be made. A suggestion was made to change cabinet from 12" to 9" which I declined as I felt it was a useless size cabinet. I asked for other options, even to remove the cabinet and put a panel instead. The cabinet installer and my husband came up with another idea to decrease size of spacers to allow extra 3". This idea was sent to designer and asked to double check if it would fit, and she said it did (see email attachment). At that time, we also discussed a flush cabinet trim on 2 ends versus the matching angled trim we had everywhere else. There were 2 emails sent from my husband and I, stating we wanted the angle trim and yet they proceeded to do the flush. We told then we did not like how it looked. This is when they said they were not able to fix it and it would require a wood specialist to make the angled cut and asked us to find someone again as they didn't know anyone. We asked for the manger to come to our house to see all the problems. It was also noted at this time that the oven that was on back order from Oct 2021 was just delivered and was not going to fit the oven cabinet they installed. SG then claimed it required a custom cabinet and they were not custom cabinet makers so could not fix it. However, at time of the final kitchen design in Jan 2022, the specs for all appliances were given to designer and never were we told it would need a custom cabinet to fit our oven. Instead, they just ordered and installed the wrong size oven cabinet. When this was pointed out to Sanford Granite they stated they did not have a way to fix it nor fix the trim as it was "out of their scope" because they were not a custom cabinet business. They asked me if I knew anyone who could do the work (just as they had done with electrical). This is when we found a carpenter who gave them a price of $1270 to fix cabinet trim and fix the oven cabinet but requested, they provide the materials, so it all matched the cabinets. They agreed to do this but wanted us to pay them in full and release them from the contract before handing over the materials to carpenter. I declined this because I wanted to make sure we had all the materials needed to complete the job before paying them in full. They also said they could not assume liability of carpenter's work and we sent an email confirming they would not be held liable if he damaged anything (see attachment). It was also noted that there is a cabinet between the sink and stovetop that does not fit properly and barely opens because a spacer was not used as it should have. This causes cabinet doors to bang into each other and the pullout drawers had to be changed to smaller ones to be able to work. Any shift in the house will prevent that drawer from opening and also the pullout not to work. Because the cabinet is barely functioning, we asked for the cost of that cabinet and rigged pullouts to be deducted. Several emails were sent back and forth negotiating this final amount but never was an agreement made or materials order for carpenter. Meanwhile 2 weeks went by where we still had an incomplete kitchen with no oven or microwave to cook in. We then were out of the country for 2 weeks. On May 31 we returned home and still had not heard from SG so we proceeded with hiring the carpenter to do the trim work and fix the oven cabinet. He had to spend some time finding the matching materials that were located in Jacksonville, FL. He drove 177miles to get the materials and save us 7-10days of waiting for the shipping. Thus, his original quote was increased to $1945.75 to cover the cost of materials and his trip charge to drive 117miles to pick up materials. We paid him in full (attached). As I see it, they are in breach of the contract we signed because they did NOT and could NOT finish the job we hired them for. We had to act as a contractor to find the necessary people to complete things they should have done. They dragged their feet causing us an extra month with no kitchen and cost of eating out, not to mention all the mental anguish they caused us. We do not trust them to do any further work for us and want to terminate our contract with them. We already paid them $24,156.85 which is more than 60% of the job. According to original contract we owe $16,820.15. We are requesting a deduction for half the cost of the electrician ($700) as they originally agreed upon, the deduction of the carpenter to fix the trim and oven cabinet ($1945.85) also agreed upon. After thinking it over more we have decide we want to replace the cabinet between sink and stovetop so that it opens correctly and the cost to seal the tile grout. We are currently getting estimates for these last 2 items so do not have a total amount we are ready to agree upon at this time. We need 7-10 days to finish receive those estimates. Business Response /* (4000, 16, 2022/07/07) */ Hello BBB, We appreciate the effort on the behalf of BBB to mediate this case. In response to the client, our very first estimate along with every invoice and estimate thereafter clearly states plumbing and electrical work not included as we are not legally permitted to complete these tasks. In our full remodel estimates we provide a courtesy estimate on behalf of our referrals to give the client a full picture of what the cost reconnecting the appliances will be as this is a standard and straightforward task but no where do we state we do more than this nor that we are certified to do such tasks. BBB mediators, we've tried to work with the client through the many of changes they've requested throughout the project, trying to satisfy their requests at every point. We even have a final punchlist in which they ensured us it was the final list of items to complete for the project. This hasn't been adhered to and you may see even from this BBB thread they're continually changing their demands making it impossible to satisfy. BBB, we make a final request here to determine what is required to complete this project. I'm sure you are unsure as are we and need your help to come to resolution. We had made this request at the onset of this BBB complaint and are making it again. Thank you,

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a month ago, I hired this company to fabricate and install my granite countertops, solely because there website stated" granite countertops from srart to finish in 10 days" I thought that was great however its a month later,and they have postponed three times, since when they finally did install countertops a few days ago, they tire big chunks of my recently painted wall trying to fit them in, I was furious ! The installer replied, who didn't speak much english" you fix" referring to me fixing the huge amount of damage he did, pictures were taken, and sent back to sanford granite, and I have tried my hardest to get a decent settlement from them to fix this damage! They are very unwilling to make a proper settlement, so I had no choice but to file a complaint

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/05/23) */ Contact Name and Title: **** / President Contact Phone: XXXXXXXXXX Contact Email: ****@sanfordgranite.com Hello BBB, This project had a very small, tight, area to place a large countertop piece. Our installers did their best to navigate the piece in the small space and did end up causing small scratch in the drywall as the Client has mentioned. This was indeed our mistake and we take full responsibility for its rectification. In response we have done the following for the client: 1) We have offered to send a well-reviewed licensed and insured contractor to make the repairs to satisfaction, free of charge. 2) We have offered to reimburse the client for repairs if he uses a contractor of his choice. 3) We have offered credit toward the final invoice in the amount he has requested. This is a rare and unfortunate situation and we would like to deliver a quality and efficient resolution to satisfy the Client. We have reached out to the Client and shared these options multiple times with no reply and would love the BBB's assistance in expediting a resolution. Thank you. Consumer Response /* (3000, 7, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did another more damage than just a scratch, as they have referred, as a result, of their incompetent this has cost me 125.00 for primer, paint, and joint compound. And then 550.00 for a professional painter to fix the damaged area, re prime, and repaint! For a total of 675.00 for something that I didn't even cause! Plus countless hours of aggravation, and under stress! Business Response /* (4000, 9, 2022/05/31) */ We appreciate the BBB's assistance in getting the client's feedback as he was unresponsive to our communication and offers. As mentioned we are more than happy to resolve this matter through our own or the client's preferred licensed contractors and have requested estimates from the client so that we may reimburse him. If the client could share the following, we'll gladly review it and deduct the amount of the final balance. 1) Estimate from the licensed contractor for the repair 2) Description of work completed from contractor. In regards to the extent of damage, I've attached photos from install showing exactly what is being referred to here. With integrity at our core, we undoubtedly take responsibility but are definitely not minimizing it and would like the BBB to make the assessment for themselves through the photos. Looking forward to a speedy and satisfactory resolution. Consumer Response /* (4200, 11, 2022/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The job is finished, sanford granite can say what they want at this point, how do I know they didn't photo shop the pictures to make it look minimalize the damage that they did. This never should have happened! This has put me through a huge amount of un needed stress, you can't put a price on that, as far as a resolution, I want them to take the total I have spent of 675.00, and I will pay the balance due and finally run myself of this company

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