ComplaintsforGranite Direct, LLC

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Granite (Granite) to replace my countertops. Prior to my installation a representative came and did measurements. He never informed me that the replacement could destroy my property. Installation occurred on August 22. Granite tore up my drywall, tiles and there are gapping holes in my wall and under the ledge they installed. I was told a manager would call. That never happened. I called my sales manager and installation manager. I was told that I signed a waiver for incidental damage. I informed them that the contract defined incidental as scrapes and dents. They sent someone to make sure the ledge was level. I was concerned about the holes. I called again August 30 and was told it was incidental and they would talk to a manager and get back to me, I have not heard from them. The installers were careless and negligent. The company messed up my wall and refuses to do anything about it. I had a contractor look at it and his estimate to repair is $1,300. I want to be reimbursed for the damage they did. This is not (incidental. It is careless and sloppy work. I did not waiver this total mess they made.

  Business response

  09/10/2024

  There's unfortunately a high degree of unpredictability when it comes to the nature of our business. We are dealing with the removal of laminate countertops that in many cases could have been there for decades and we can't always tell how easily or difficult it will be to remove and the unavoidable damage it will cause. There's varying degrees of nails, glues, silicone, paint, and grout to contend with and we do our best to try and limit the damage of the removal of old countertops. Then, on top of that, we are carrying and installing very heavy stone that can also very easily cause minor damage. Again, we do our very best but sometimes the damage just compounds. I have talked to the people involved and what has been reported to me is that we were just waiting to get the quote back from the customer on the needed repairs, as we had agreed to pay for the repairs. This is a company that will always be reasonable and maintain a dialogue when expectations aren't met or incidents happen. I'm afraid we just have a breakdown and misunderstanding in communication. Someone from our team will be in contact now that we have the repair estimate to resolve the situation.

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22251794
  
  I am rejecting this response because: No one from that company has told me they were going to pay for repairs.  They told me it was incidental and I signed a waiver and they would talk to a manager.  If they are going to pay I am find with that.  My house is 9 years old and I just paid $28,000 to remodel the kitchen only to have this eye sore damage.
  
  Regards,
  
  ******************************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid a full deposit of $6,514.51 to Granite Direct. Upon the delivery of the first countertop on 1/20, my husband and I immediately realized that there was a defect present in the stone that was not in the original stone. We asked the delivery team to stop the install immediately and requested to speak with a manager. Upon his arrival, Cody S***** was rude and dismissive of my claims, again stating that they were natural, even mocking me and saying that I must have great eyesight to be able to see it. They spent nearly 90 minutes in my home trying to convince me to accept them. I have since visited 6 stone dealers/fabricator, and have also shown the pictures to each dealer/ fabricator. Without an exception, every industry professional that I have spoken with has said that they would not cut such a stone without communicating. I would have never selected a stone with such an obvious defect (I have photographic evidence). After clearly conveying that I was not going to accept the stone, Cody offered a full refund as the only solution. I had already waited 6 weeks for these countertops, so I suggested that new countertops from a stone without this defect would be better. He said he would speak with his manager. Approximately two hours later, I received an email from the GM, Jason G***** who provided 3 options: 1: Pay a cancellation fee for wasting his delivery team’s time and reschedule delivery of the same defective countertops. 2. Deduct material and labor costs from my deposit and return $25 of my $6,514.51 deposit with no countertops. 3. Pay full invoice price on the defective countertops and then select a new countertop at a $3,500 discount. Without further communication, Jason asked that if I was not satisfied with these options I could contact the company’s attorney directly. My request is to receive the full refund of my deposit as I was promised upon my refusal of the defective countertops.

  Business response

  02/27/2023

       "This is truly an unfortunate situation with *** ***, but a more comprehensive and factual look at what transpired will hopefully reveal the truth.
  *** *** selected her material in person, in our facility for her kitchen project. The material she picked is what is called "Quartzite", this is a natural material that is popular for its natural features, which includes fissures, veining, pits, etc. that are filled and polished at the factory. *** *** had numerous quotes on different materials, many of which were also quartzites. *** *** had many opportunities to inspect the material and ask questions regarding any feature that she did not like, as indicated by the pictures she posted in this complaint.
  
  During our attempt to install, *** *** immediately took issue with a feature of the stone which, at that time, she deemed to be a repaired break. We quickly reviewed the complaint and the pictures that our install team sent us about the area in question. We noticed right away that the area of concern was a natural feature and one that was present upon her selection process. The same feature was also present in the remaining slabs on our sales floor.
  
  Upon hearing this information, *** *** became very belligerent with our install team, to the point of screaming in their faces and threatening them. I decided to dispatch our Director of Sales, Cody S*****, to diffuse the situation and protect our guys onsite that were currently being verbally abused. Cody attempted to show pictures of the slabs in our showroom as well as show her that the supportive mesh backing on the back of the material was not broken, which would indicate a break and repair. Unfortunately, *** *** refused to behave in a manner that is conducive to a reasonable and mature conversation and began screaming in Cody's face as well. At this point our team was onsite for well over an hour and it became a schedule issue as other customers would have appointments to have their countertops installed that day as well. Cody attempted to convey the message to *** *** that we can install the kitchen so she at least had a working kitchen as we resolved the complaint, or let our team leave and not install so they could get to other customers on schedule. *** *** refused both options, instead choosing to continue her verbal assault. After over 2 hours of being on site, and having no other choice, we decided to load everything back on the truck and depart. At this time *** *** chose to physically impede our installers from loading stone tops back on the truck. Some of these pieces weighed in excess of 400 pounds and it was a significant danger of injury to our team when she stepped in front them to stop them from moving.
  
  During the course of this entire exchange, *** *** refused to look at the pictures Cody had of not only her material but also the material still on our showroom that had the same features. *** *** also refused the invite to come to our facility to see the rest of the lot of her material that has the same features. Given her immediate reaction to the situation as well as her refusal to accept any explanation and evidence to the contrary of her complaint, I can only surmise that *** *** had unfortunately suffered from buyers remorse, and instead of coming to us earlier, before we fabricated and attempted installation, we could have worked something out. Instead *** *** elected to wait until we were onsite to try and bully us into giving her another kitchen using this feature as an excuse despite the fact that she picked the material herself and all these features were in the stone then, and in all the rest of the lot of slabs.
  
  At that point I felt it was perfectly reasonable and justified to have her either pay for the cost of the material and labor we had expended to that point if she didn't want the kitchen she picked, have her pay for another installation of the kitchen she picked, or give her a substantial discount on another kitchen if she had buyers remorse and simply wanted a different material.
  
  The pictures attached show the remaining slabs of material we had in that lot at the time of *** ***'s installation attempt. This provides proof that the features were native to the stone and present when she picked her material. It's also worth noting that three other customers have done their projects using that same stone from that same lot and not a single one of them have made a similar complaint.
  
  *** ***'* own cabinetry contractor came to our facility to look at her material and could not refute our position. I feel for *** ***, I really do. We are in the business of making people happy with their countertop project and it hurts us as a business and personally when we can't accomplish this goal. Considering all circumstances and *** ***'s behavior towards my staff, I don't feel my company behaved in any way that isn't congruent with the high standards customers have come to expect and receive from Granite Direct." 

  Customer response

  03/09/2023

  I am rejecting this response because: Jason G*****'s response is utterly dissatisfactory as 1) his business did not deliver their promise of the full refund of my deposits as agreed in my house upon the removal of the countertops from my house. 2) I'm only asking for the full refund as promised. 3) he defamed me as I was not willing to proceed with the installation. They attempted multiple times to install the countertops even though I made it very clear that I wouldn't accept the products at the very beginning. Their stay in my house was totally their decision and the duration was within the original schedule time window. It didn't cost the business any extra cost.  4) that other clients having no complaints have nothing to do with my case. In my case, I received defective products and HORRIBLE customer service. 5) cabinet guy's picture further confirms that the products I received were defective. 6) before he left, sales director Cody apologized to me in my house for his arrogance.  

  Regards,
  ****** ********

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