Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Calacatta Andromeda Quartz and the installation was scheduled for 11.24.2023. The obvious benefit of quartz is its consistent pattern/veining. I’ve attached photos of what I received versus what was in the showroom after they tried telling me what they had installed was “normal”. On the right side is what they installed while on the left you see the more distinct veining that is in fact normal throughout the rest of the quartz they installed in my kitchen and 2 full bathrooms. To spend thousands of dollars for this to be the result is honestly just sickening. PLEASE do not let this happen to others. Their first response from Kelci, when I addressed the quartz defect during the installation was that I didn’t come in and choose the exact slab therefore accepted this particular slab that they installed. I explained that I had not been given that option and they quickly retracted and said they don’t normally offer that as they choose the section of the slab so they can maximize the square footage of the slab. They still keep saying I approved this slab but I’ve never signed anything or received any proof (which would be news to me) that I accepted this slab. I walked into the showroom 6 days later (as it was the first day I had the availability to do so) and dealt with Brittney and she was very helpful and expressed she agreed it didn’t look right and helped me locate the section of the slab that was equivalent to the area I have been referencing. She asked me to send her these photos and mentioned she felt like since it was a significant difference that there was a good chance the owner would agree to replace the slab. A day later, now via text (supposedly it’s Brittney but I’m not convinced) I’m being told that they are retracting everything Brittney told me and that she went back out and realized we were looking at the wrong section and indeed what they had installed is normal.

  

  Business Response

  Date: 12/05/2023

  Hello!

       So, We here at Granite Tops And More

          Sincerely apologize to ****** for all that has happened during this process of her purchasing countertops through our company. ****** had came into the shop with a known client of ours. They came to see the materials we had here in stock that she would be using for her purchase of countertops. After we measured and had sent the final Estimate, ****** had agreed to go with the Calacatta Andromeda. She had paid the deposit for that material and just a few short days of her picking out that material, We went to do the install. During the install any questions or concerns she had, she had let us know. There was a minor issue with a backsplash, However, Once we noticed we sent it back to the shop to fabricate a new one and went the very next day to get it installed for her. Everything went well with the installation considering for how the countertops that were going in, they guys did it with no problem. After the install, ****** had not mentioned anything about the install, In which she was there during this time. After the install was finished a couple days later, ****** had noticed some veining within the stone that she feels is not right, or does not look good. However, She is responsible for picking out the material that she is picking for her own home. We have answered any questions and concerns she has brought to us, However, She has posted things in regards to her experience that she did not mention to us. She has also went as far as claiming that one of workers told her the owner would be replacing the material which was a lie. ****** never mentioned or had asked any questions about the slab and veining or else we would have gladly explained to her how it would have looked, if she had asked.

  From picking the material to the install there was no issue on our end. The bottom line here is the Customer, ****** simply picked a material that she no longer likes, which is out of her hands. We offered to remake it for her at an additional cost as this is no fault of our own, however she refused. She's gone as far as posting several reviews to the point where several people have written negative comments about us without getting the full story. 
  Again, We are sorry this has happened and tried to remediate the situation however can not come to an agreement. 

  - GRANITE TOPS AN MORE SALES TEAM

  Customer Answer

  Date: 12/06/2023

  I have attached the screenshot of the message I sent DURING the installation explaining my issue with the veining. Their response clearly states I waited a couple days but they know that is not true. I made them immediately aware before the quartz was ever fully installed. I did not choose that specific slab. They chose the distorted/defective slab. Not once did I approve that.

  I have requested proof of my approval of the installed slab but have never been given a copy as the approval does not exist. 
  

  They have continually changed their responses to fit their narrative such as the above lies since day 1.

  I am no longer comfortable with them in my home and just want a refund at this point as I will have another reputable company correct their mistakes.

  I have attached the text messages I sent to Kelci while they were here installing. Kenci called me after that and said they would look into it and let me know what could be done. They came out Monday and ultimately not a single thing was done about it. They continued to ask for the full payment and threatened to put a lien on my house if I did not pay them.

  Their response also claimed that I did not make them aware of all issues but I sent them an exact copy of my review several days before any complaint was filed so they knew exactly word for word what would be sent. Additionally attached is a screenshot of the email I sent them on Saturday, December 2nd with what I planned to post so they still had time to remedy. They chose not to therefore I filed my complaint on that next Monday. 

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

  Customer Answer

  Date: 12/21/2023

  Description:
  Supplier contracted to install counter top. Portion of top defected.
  

  Satisfactory Solution:
  1st preference is replacement of the defected portion. 2nd preference a refund.
  Complaint No. 1043906

  Customer Answer

  Date: 01/02/2024

  I sent my response on 12/6/2023 and I have yet to receive any response or update. Please advise. 

  Customer Answer

  Date: 01/19/2024

  If you are using the term damaged in that stone is broken. That is correct, it is not damaged. It is in fact defected material that I received. Everything contractor I have shown it to has agreed. It is not what I picked out in the showroom. You are more then welcome to have the company in question send you a photo for themselves and its not going to match what they installed for me. The pattern/stone is defective. It does not match what was in the showroom OR the other pieces of stone that I received from this company. It is evident in the photo I attached that they are not even remotely close to being the same. 

   

  Best,

  Miquel

  

  Business Response

  Date: 01/25/2024

  Hello!

       So, the pictures that she has provided comparing of the materials have several things going on to make them look the way that they do..Within the 2 photos, 1 is taken here in our shop and the other one was taken in her house. The reason for the lighting difference between the 2 are that we here at the shop have them in open white lighting. At the installation of the countertops at ******'s house, What ever light she has is what makes the stone look yellower than it is. I would also like to point out that they pictures that she has provided are in fact blurry which add to hers statement of it being a defect. However. We have provided a letter from the supplier them selves stating that the lot that she had chose then slab from had absolutely no defects. Within the last 6 months we have sold over 100 slabs and not 1 single customer has had a complaint in regards to the countertops that they have recieved. When ****** came in and chose the material we fabricated her kitchen the same week with the same exact slab she had chose. Unfortunately what this has come down to is that the customer is no longer with the look of the material. However, She came to our showroom and picked that specific slab out herself. We do not choose the material for the customers.. We have tried to remedy this several ways, HOWEVER, we can not replace a countertop that was chosen by the customer. 

  It is the customer who is in charge of picking out their materials, Many factors go into to picking out the stone. From the color of the walls, to the cabinets, flooring and even the appliances play a part in choosing the countertops. Which is why we never choose the material for the client because we don't  know the look that they will be going into. However we always help our customers out if they ever have any doubts on how it will look when it is installed. As I have said, this is not a mistake on us but by the customer choosing a material where in the end didn't actually like the veining when we did the install. All of our slabs have all of the same veining. There is nothing different from any of the slabs before hers or after hers..

  Also, I would like to add that the pictures that ****** had provided are of 2 different spots from the slab.. they are not the same area. I will be more than happy to provide pictures of the entire slab so that you can see for yourself that this is how the stone is. We work very hard and take care of every single customer that comes here in the shop from beginning to end.. Were sorry she picked out something she did not like at the end of the day, However, It is also not fair to pay for someone else mistake. We always do the right thing and look for a way to meet in the middle to remediate the situation However, ****** was not willing to meet in the middle. She asked to either  for us to replace it or give her a refund. We cannot cut into a whole other slab because the customer was not happy with how the veining was after agreeing to that countertops...We do not just cut something without a customer paying for it. ****** paid a deposit and came back and double checked the exact slab that she was receiving.. Which I why we went forward with the installation process. We had her okay with this material.

  Please reach out again if there is anything else you need from us. Thank you!

  Customer Answer

  Date: 01/29/2024

  Their previous email: "****** came in and chose the material we fabricated her kitchen the same week with the same exact slab she had chose."
  My Response: This is unbelievable untrue and just proof they have no recollection of anything involving this project. I came in and picked out the stone pattern on Monday, October 23rd. I was with a contractor that can validate that. I did not go into the shop again until after they installed my defective countertops. My countertops were installed on Friday, November 24th. They were NOT installed the same week or even the same month. It was more than 30 days later. They did not come to create the template for fabrication on my countertops until November 20th which is when I put down the deposit. It was that date he also brought the bathroom sinks to review. At the directive of Kelci, I gave the check to their employee. I have attaching photos with the metadata of the date the photos were taken to prove my statements above. 
  
  Their previous email: "I would also like to point out that they pictures that she has provided are in fact blurry which add to hers statement of it being a defect."
  My Response: As I have stated many times, the color is not of question. I am very happy with the color. It is the distorted and defective veining that I am unhappy with. I have attached an updated photo with a recent receipt to show a the clarity of the receipt so it becomes apparent the photo is not blurry. It appears blurry due to the defect in the stone which is me ENTIRE ISSUE so thank you for agreeing with me on that.
  
  Their previous email: "Also, I would like to add that the pictures that ****** had provided are of 2 different spots from the slab."
  My Response: Again, not true. Brittney, an employee with Granite Tops & More helped me locate the exact spot we were comparing. Brittney agreed at that moment that this was a defect and changed her tone when she was instructed to do so to fit the narrative of this unreputable company. Again, I have posted an updated photo where its evident these are the same veining yet one is blurry (what I received) and one is not (the showroom). 
  
  Their previous email: "****** paid a deposit and came back and double checked the exact slab that she was receiving"
  My Response: And again this is not true. I picked out the pattern on October 23rd and did not go back into that showroom until November 30th which was after my installation and that was because they asked me to come by so I could see they were all blurry like that. On November 30th was when I showed my photos and Brittney agreed that the stone I received was much worse than anything in the showroom. Since they insist I picked out the exact slab I would love for them to provide me with the slab I signed off on before installation? 

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

  Customer Answer

  Date: 02/15/2024

  ---------- Forwarded message ---------
  From: ************************* <********************>
  Date: Tue, Feb 13, 2024 at 4:08 PM
  Subject: Re: BBB complaint ******** and Mediation Please Reply
  To: ********************* <*********************************************>
  
  
  Hi *****, 
  
  The following times would work with me: 
  March 15th at either 9am or 1:30p
  March 22nd at either 9am or 1:30p
  
  Best,
  ******
  

  
  

  Customer Answer

  Date: 02/27/2024

  ------ Forwarded message ---------
  From: ************************* <***********************;
  Date: Wed, Feb 21, 2024 at 11:13 PM
  Subject: Re: BBB complaint ******** and Mediation Please Reply
  To: ********************* <*********************************************>
  
  
  Hi *****,
  
  I just wanted to follow up to my last email as I have not received any correspondence or response since my last reply?
  
  ************************;
  Sent from my iPhone

  

  Business Response

  Date: 03/15/2024

  
  ---------- Forwarded message ---------
  From: Granite Tops and More <********************************>
  Date: Fri, Mar 15, 2024 at 12:55 PM
  Subject: Re: BBB Accreditation at risk of Suspension
  To: ********************* <*********************************************>
  
  
  
  
  On Wed, Mar 13, 2024 at 4:37 PM Granite Tops and More <********************************> wrote:
  So this is one of our recent lots of this material. Since this project has taken place we have sold roughly around 40 slabs or so. Since then the veining has changed..  
  No 2 slabs are ever the same; the pattern shifts as its cut; this is a complete new bundle; however veining is still the exact same as to the issue that ****** has with her stone. 
  As you can see in the photos provided the veining is still fading out throughout the veins which is how it is supposed to look.  Through the entire slab there is no consistent veining/pattern as this is how the material is. Again, This is definitely a communication error by the client as she never asked us or specified that she wanted her veining to be a certain way. This could have all been avoided if the client had spoke her mind and agreed to all of the work that was done .. 1 way of knowing that she knew what she was getting was by her getting the deposit.. Would you ever pay over a 1-2K deposit on something you didnt know what you were getting? I dont think so.... We are very open and honest and answer any questions by the clients.. This is coming down to as I had said this is something by the customer..

  Customer Answer

  Date: 04/01/2024

  
  On Mon, Apr 1, 2024 at 2:23 PM ************************* <********************> wrote:
  I did respond to a similar email as this back in February. 
  
  I am interested in arbitration. 
  
  Best,
  ******
  

  
  

  Customer Answer

  Date: 04/01/2024

  
  On Mon, Apr 1, 2024 at 3:11 PM ************************* <********************> wrote:
  *****, 
  
  Is the reason that mediation did not succeed due to Granite Tops and More, LLC lack of response? If so, how are we to assume they will respond in this case?
  
  Best,
  ******
  

  
  

  Customer Answer

  Date: 04/09/2024

  On Mon, Apr 8, 2024 at 1:44 AM ************************* <***********************; *************************** you please advise how I can move forward with arbitration?
  
  Best,
  ******
  

  
  

  Customer Answer

  Date: 05/21/2024

  
  ---------- Forwarded message ---------
  From: ************************* <********************>
  Date: Thu, May 16, 2024 at 11:23 AM
  Subject: Re: BBB complaint ******** and Arbitration Please Reply
  To: ********************* <*********************************************>
  
  
  *****, 
  
  Just to clarify "decision sought, it has now been months since this install and likely the material they would use to repace would no longer match the other areas which is why I was hoping this would have been resolved back in November when I pointed it out to them DURING the install. 
  
  If they cannot match it with the other areas, or replace all areas so they match, I would like a refund for that defective slab. 
  
  Best,
  ******
  

  
  

  

  Business Response

  Date: 05/28/2024

  5.24.2024 Business signed Agreement to Arbitrate.

  

  Business Response

  Date: 06/07/2024

  ---------- Forwarded message ---------
  From: Granite Tops and More <********************************>
  Date: Wed, Jun 5, 2024 at 10:37 PM
  Subject: Re: BBB complaint ******** and Arbitration Please Reply
  To: ********************* <*********************************************>
  
  
  June 24 at 9 A.M will work for us. 

  Customer Answer

  Date: 06/07/2024

  ---------- Forwarded message ---------
  From: ************************* <**************>
  Date: Fri, Jun 7, 2024 at 2:04 PM
  Subject: Re: BBB complaint ******** and arbitration
  To: ********************* <*********************************************>
  

  
  
  

  *****,

  
  

  I have an appointment Monday, June 24th at 10:30am. If it would last no more than an hour I could make it otherwise I will need to find another date/time that is not in conflict?

  
  

  Best,

  ******

  
  

  

  Business Response

  Date: 06/07/2024

  
  ---------- Forwarded message ---------
  From: Granite Tops and More <********************************>
  Date: Fri, Jun 7, 2024 at 4:35 PM
  Subject: Re: BBB complaint ******** and arbitration
  To: ********************* <*********************************************>
  Cc: ************************* <********************>
  
  
  What days and times do you have available?
  Let me know what works for ****** and Ill make it work around my schedule. 

  Customer Answer

  Date: 06/11/2024

  
  ---------- Forwarded message ---------
  From: Granite Tops and More <********************************>
  Date: Mon, Jun 10, 2024 at 4:48 PM
  Subject: Re: BBB complaint ******** and arbitration
  To: ************************* <********************>, ********************* <*********************************************>
  
  
  @*********************; June 24th at 1:30 Pm. Will work for us.. 
  Let me know if this works. 
  
  On Mon, Jun 10, 2024 at 4:44 PM ************************* <***********************; ******************************* am available Mondays after 1p. I am also available Tuesday (6.25) after 12p and Thursday (6.27) after 12p. I can also send availability for another week if none of those would work?
  
  Best,
  ******
  

  
  

  Customer Answer

  Date: 06/12/2024

  -------- Forwarded message ---------
  From: ************** ******* Calendar) <********************************>
  Date: Tue, Jun 11, 2024 at 3:22 PM
  Subject: Accepted: Virtual Arbitration ************************* / Granite Tops & More LLC. @ Mon Jun 24, 2024 1:30pm - 3:30pm (EDT) (*********************************************)
  To: <*********************************************>
  
  
   
  ************** has accepted this invitation.
   
  Join with ****** Meet
  Meeting link
  meet.google.com/wdy-dipj-rsa
  Join by phone
  (**) ***************
  PIN: *********
  
  More phone numbers
  When
  Monday Jun 24, 2024 1:30pm 3:30pm (Eastern Time - ********)
  Guests
  ********************************************* - organizer
  *********************************************
  *********************************************
  ********************************
  **************
  **************************************************
  View all guest info
  Invitation from ****** Calendar
  
  You are receiving this email because you are subscribed to calendar notifications. To stop receiving these emails, go to Calendar settings, select this calendar, and change "Other notifications".
  
  Forwarding this invitation could allow any recipient to send a response to the organizer, be added to the guest list, invite others regardless of their own invitation status, or modify your RSVP. Learn more

  

  Business Response

  Date: 06/12/2024

  
  ---------- Forwarded message ---------
  From: Granite Tops and More <********************************>
  Date: Tue, Jun 11, 2024 at 3:34 PM
  Subject: ARBITRATION
  To: ********************* <*********************************************>
  
  
  *****,
       Please let me know if its an option to do arbitration in person or with ****** over the
  Virtual and I can be there in person that would be fine for me. I just feel more comfortable to do 
  it in person so that way I can bring the folders and facts from the project. 
  
  Please let me know if this is possible..
  
   -Thank you !
  -********
  
  --
  Thank you,
  
  Granite Tops and More
  Sales Team
  
  Granite Tops and More
  Office: ************ Cell: ************
  fax: ************
  E-Mail: ********************************
  *************************************

  Customer Answer

  Date: 06/13/2024

  *************************
  9:31 AM (25 minutes ago)
  to me, granitetopsandmore
  
  In person will be great!
  
  Thank you,
  ******

  Customer Answer

  Date: 06/13/2024

  ********************* <*********************************************>
  9:55 AM (17 minutes ago)
  to Miquel, granitetopsandmore, bcc: *****
  
  Good Morning,
  
  The arbitration hearing between ************************* and Granite Tops and More LLC, will take place on Monday June 24, 2024 at 1:30 PM at the BBB office located at *************************************
  
  ********************* is your arbitrator.
  
  BBB asks that you review the Rules of ********************* **** Dispute, prior to the day of your arbitration.
  
  Should you have any questions, please feel free to contact me directly.
  
  Have a great day.
  
  *********************
  Senior Dispute Resolution Consultant
  Better Business Bureau Serving ************
  ************
  bbb.org