Continental Casualty Company

Granite Encounters was recommended and hired as a subcontractor by [redacted] Construction to provide fabrication and installation of granite for a master bathroom renovation in Strongsville, OH. All dealings with Granite Encounters throughout the course of this project were extremely difficult.
The facility was not fully staffed; often times phone calls were sent directly to a voicemail recording and were not returned in a timely manner. The first time we, the homeowners, visited the facility in person to choose and template the granite for the master bathroom vanity, we were taken to a dark, cold section of the warehouse that didn’t allow us to properly see the available granite colors. During the visit, Granite Encounters asked us if we had brought the sink and faucets to the facility. We explained we’d been told by [redacted] Construction that Granite Encounters was already in possession of these materials. After finding a slab of granite we thought might work, we were told that they could mark the granite, as lasers would be used to cut it. The granite was marked at that time, but Granite Encounters told us we would have two weeks to make a final decision before the slab was cut. The slab was later sold by Granite Encounters prior to the end of that two week period.
Although it’s typical for a granite company to come out to the house and make a template onsite, Granite Encounters never did this. It’s also standard for the company to ensure they have the sink and faucet information to ensure precise cuts in the granite for these elements. Granite Encounters didn’t do this either. When another slab of granite was chosen, then cut and installed by Granite Encounters, we discovered there was a seam in the middle of it. The granite had been cut wrong where the sinks and the faucets were to be put in. [redacted] took no responsibility when this faulty workmanship was brought to his attention, and we were forced to deal directly with Granite Encounters to find a solution. At that point, we contacted Granite Encounters to see what resolution was possible. Four different employees at Granite Encounters brushed off the messages and phone calls from my husband and me over the next two weeks. The staff stated repeatedly they weren’t sure they could cut a new slab, and weren’t sure how they could fix the situation. We suggested that Granite Encounters sell us a separate piece of granite in the same style to replace the faulty piece, and that we would pick it up and have the slab cut elsewhere. Granite Encounters told us they’d have to get back to us later with a price for the same style slab. After another two weeks of getting the run around from Granite Encounters staff, we were able to get in touch with Roger P[redacted], the owner of Granite Encounters, who explained the new slab had been sold as well.
My husband and I discussed the situation and left a message for the owner again a few days later. The purpose for the call was to understand what had happened during that two weeks period after we requested a new slab, as no price was ever confirmed and the slab was never even set aside for this project; instead, it had been sold right out from under us once again. We pleaded with Granite Encounters to rectify this situation, and requested an immediate call back. We suggested that Granite Encounters re-cut the original slab that was ordered, provide a new slab that could be taken elsewhere for cutting, or refund the $3,000 paid for the slab in the first place.
Ultimately, after months of stressful dealings and countless errors, no resolution was ever provided and we were forced to fix the faulty workmanship using other resources and additional funds. I would never recommend this company – I would tell any person that asked to stay far, far away.