ComplaintsforQuarry Granite

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted QG in February 2023 about countertops took them until August 2023 to delivery the wrong slabs. I was told they weren't able to get what we picked out and they picked the "closest they could get" which wasn't even close and did not inform us that they were not able to get what we picked out. That contact left the company. They came back to install in September 2023. Damaged a cabinet valued at $1025, kicked off a panel on our island and glued it back crooked, scratched a wall, hit our ceiling with the level, and put our soap dispenser to our sink too far back that the soap will run out on the countertop. Got another contact who has since left the company too. Can not get anyone to correct any issues and they (as seen here) took out two payments on my credit card without authorization. I did not know I had been charged until receiving the credit card statement. I also had to pay $75 to the cabinet company to come and try to repair the damaged cabinet. They were unsuccessful and QG will not reimburse for that cost either. I have made multiple attempts to get resolution and get nowhere. I would like my money back for the two payments they took without authorization so I can fix the mess that was made. I did not sign a single paper. I have most of the conversations via text messages that can prove how unwilling they are to work with us. Up to this point, all we wanted was the cabinet repaired or replaced. They refuse to make right what was done. They seem to be as bad to work for with the employee turnover.

  Business response

  12/15/2023

  Good Afternoon!

  Our sincerest apologies for any inconvenience this may have caused and for the problems that took place during the installation. Unfortunately, there are times where problems do occur during an install.  But in any case that a situation may arise, we do strive to resolve it as quickly as possible.  With having said that, there was a verbal agreement by phone that to reimburse you $1000.00 for the damage to your cabinet, and that was the agreement made between yourself and Quarry Granite.  We are more than happy and prepared to live up to our end of the agreement.

  Please let me know if you would like us to send you a check.

  Again, our apologies for the inconvenience and trouble this has caused.

  Regards,

  Quarry Granite Staff

  Customer response

  12/16/2023

  I did not agree to the $1,000. I called three times that week and when I received a call back on Thursday (11/29), I was told a check had already been mailed out and I would receive it the coming Monday. A few Mondays have come and gone and there has been no check. Also, during that conversation I stated the replacement cabinet itself cost $1,025. That does not included taking the current damaged cabinet out and the installation of the new one plus the $75 I had to pay the cabinet company for the house call and attempted repair.This has been no where close to timely. That does not take into account of the unauthorized use of my credit card on two separate occasions. I have nowhere signed anything for payment or an explanation of a continued plan of payment. 

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

  Business response

  02/03/2024

  We are sending a check so you should have it by mid next week, at which point we will consider this case closed.

  Business response

  02/03/2024

  We are sending a check so you should have it by mid next week, at which point we will consider this case closed.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Quarry Granite to get a quote on Countertops and everything went smooth until they take your money. I paid half up front to get the install scheduled and was due to pay the second half the day of the install. The install was scheduled for 01/11/2023 from 4-6pm. The company took my money at 2pm the day of the install without a phone call to me to let me know they were taking the payment they just kept my credit card on file and used it. Installers did not show up for the install until after 8pm and left at 11:30pm. They did not have enough materials on them to complete the job, they left unfinished and never attempted to clean up. Countless messages later and they still have not come back out to fix the issues. They are scheduled to arrive today between 2 and 4 the time is now 5:05pm and they still have not showed or called to let me know what is going on. This is completely unacceptable to have these kinds of issues and for them to take the money out of my account before the job is even finished.

  Business response

  02/14/2023

  Dear Mr. *****:

  I believe I’m familiar with this situation but I am just coming back to work after a year and a half of taking off.  If I’m not mistaken I believe you also posted a negative review on Google the very morning we were scheduled to come out & address/repair any issues so I’m not sure why you would post anything the day we were going to resolve the issues.  
  

  As far as collecting final payment is concerned, we always collect final payment the day of install regardless as stated in the contract, unless we cannot fulfill our obligations of getting the countertops installed or leaving our customer without a functional kitchen.  We believe that if there  are minor issues that can be addressed at a later time then we have every right to collect final payment.  Unfortunately in this industry things do happen & like any other business we will be sure to give our customers a great final product even if it means we have to do so in several attempts.

   

  Thank you!

  Customer response

  02/16/2023

  After reading your response to my frustrations I don't think you fully understand or are completely out of touch with how your company operates business. Regarding your question as to why I wrote a poor Google review regarding your company is because that was the second time you attempted to come out and fix the issues. Might be easier for you if I break it down to you in bullet points for you to understand. 

  1. I worked with your Sales Manager Bryan to purchase the counter tops and he never gave me a copy of the contract to review only a copy of my down payment receipt. 

  2. Day of install your team was supposed to be at the property between 4-6pm we never got a phone call during that time frame to tell us your team was going to be late. I had to reach out to Bryan so he could call the installers, Bryan stated they are close to you. My 75 year old Grandmother lives in the address by herself. Your team did not show up until after 8pm and left at 11:30pm 

  3. Your team for the install did not have the right tools and had to borrow tools from my Grandma and also did not bring enough Caulking to finish the job and did a poor job with their work.

  4. When trying to connect to get the issues resolved it too a long time to get put on the scheduled to have these issues taken care of. When put on the schedule for the fix your team was to arrive between 2-4pm. Again like last time no responses or communication as to you were going to be late. At 6pm two hours past the time frame I reached out to Bryan and he stated he could not get ahold of the installers and I told him just forget about getting this done today.

  5. New date for the final fix your team was to arrive between 9-11am Bryan stated if we put you first on the schedule we can ensure they will show up. Zero communication and your team finally reached out and arrived at 12:30pm an hour and half past the time they were supposed to be at the house. 

  All of these times you were supposed to come out to the house severely inconvenienced my Grandmother and I tried to give you the benefit of the doubt. At the end of the day you need to put yourself in the customers shoes and ask yourself would you be ok with this kind of treatment and quality of work. No apology was ever given from Bryan for the repeated and severe lateness to your installation time frames. 

  Hopefully this helps for you to understand, I would call you by your name but evidently you're too embarrassed to even sign your name in your response to me. 

  
  Regards,
  ******* *****

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On October 20, 2022, I had granite countertops installed in our kitchen by the business in question. However, part of the granite was cut too short. After looking at the template done by the business, it is clear whomever cut the granite read the number upside-down. The granite countertop in question is now twenty-two (22) inches too short. I have been called, emailed, and sent a demand letter from my attorney for the business to come fix their mistake. The person who answers my calls and emails insists only the owner can help, but he will not return my calls or other forms of communication. I also have not been given any means to contact him directly (either by phone or email) and am just told to wait for him to reach out---which he has not yet done. I want them to come and finish the job by cutting the correct size piece of granite and installing that piece.

  Business response

  01/05/2023

  Dear Mrs. ****,

  Our apologies for the delayed response, however I have been out of the office on holiday leave.  After discussing this matter with both your account executive ****** as we all our company manger Mike, it has been explained to me that once Mike came out for your template on or around 10/4/2022 your cabinets had not been installed and we typically never perform a template until the cabinets have been installed so that we can get precise measurements.  Mike explained this to you and that we would have to reschedule however that essentially would affect your install date as well.  You insisted that we proceed with the template in order to ensure that did not lose your install date, however Mike informed you that we would need you to sign off on whatever rough measurements we took that day so that we would not be held liable for any inaccurate measurements.  You agreed to this and please find attached to this your template that was signed off by a Mr. ***** ****.  Also attached is a picture of the kitchen with no cabinetry and some examples of email correspondence between yourself and ****** and one in particular that explains that we would be more than happy to cut another piece, however per the agreement that the customer would be held liable for any additional costs outside of the original template taken. 

   

  It was further explained to me that Mike had this conversation with your or Mr. **** at the time of the template, or around the time of the template, that anything outside of the measurements taken during template that would result in any inaccuracies of cutting your slab or not fitting your cabinets appropriately would be subject to the customer for any additional costs incurred as a result of not having cabinets installed at the time of the template.  This was the agreement set forth by the customer and Quarry Granite.

  Again, per the agreement, we would be more than happy to replace that piece for your at the cost that was given to you by ******.

  Regards,

  Staff of Quarry Granite

  Customer response

  01/06/2023

  The company has repeatedly said that we did not have our cabinets installed when they measured. This is a blatant lie. All of our cabinets that are involved in this issue were installed and nothing was changed from the time of measurement to the time of install. The company did offer to cut a new piece at our expensive and with us having to pay for the wrongly cut piece they had already installed. When my husband signed off on the measurements, we were not made aware that if the company cut a piece inaccurately that we would be screwed over. We believe that a measurement was read upside down and therefore that resulted in the 22inch too short piece. It is unbelievable to me that quarry granite is not taking accountability for this mistake as it is so blatantly wrong with the piece of granite ending in the middle of one of our cabinets. 

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

  Business response

  01/26/2023

  All that we want is what was originally agreed upon which was 138" in length, which is the measurement that we provided and was also agreed upon by the customer.  Any changes after the template, which is what the customer attempted to do was change that length, is the customer's responsibility/liability.  Just because there is a cabinet sitting in the place where it goes but not installed, is not properly prepared for template therefore making any accurate measurements virtually impossible.  The customer then showed the templater where she wanted the countertop to end, which inevitably both parties came to an agreement upon the measurements and then the customer signed off on that.  Again, any changes made after the fact, especially when the countertops have been installed, is the customer's liability.

   

  Attached you will see the original template taken during the template and the customer's signature agreeing to the measurements.  The other attachment indicates changes made to the original measurements after the countertops were installed.  

  Customer response

  01/26/2023

  I do not understand why the company is saying our cabinets were not installed when they measured. All of the cabinets were installed and nothing was changed or moved. Perhaps they are confused as the free floating island was not in place however that does not pertain to this complaint/the wrong measurement. The piece was not cut to the correct length to begin with. The owner did the measurements on his own and did not verify any of them with myself. The boss alone measured and then had my husband sign to the fact that he measured. Why are we being faulted for his wrong measurement? When the installers brought the template sheet with them, there were additional measurements on the page that were not in it when my husband was made to sign. 

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

*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. ↩