Granite Busters, Inc.

Initial Business Response /* (1000, 10, 2015/10/30) */
She would like to have some kind of guarantee for her repairWhen I went over there, I told her to contact the contractor regarding her cabinetsThere is nothing wrong with our materialsI explained that it's not the countertop that is
coming loose - it is the cabinets that are coming looseThey lean on the countertop which is why the seams are breakingI advise her to get the cabinet contractor to first fix the cabinets then we will come and repair the seamsSince we've repaired this same thing twice already, I went there and found out the base of the cabinet is moving and it is not any fault of the countertopWhenever these cabinets are fixed, we will come fix the countertop
Final Consumer Response /* (3000, 17, 2015/11/06) */
Contractor has stabilized the cabinet and seam needs to be repaired by Granite Busters
It was not an issue of us leaning against the cabinet but cabinet install by the builder
Final Business Response /* (1000, 21, 2015/11/12) */
We have contacted the consumer and have made an appointment to return on 11-24-

To Whom it May Concern, I sincerely apologize for the customer's experience. Granite Busters always strives to achieve 100% customer satisfaction and to keep the customer well-informed throughout the process. In this case, the customer purchased a remnant, which is a "leftover" piece
from another project. All remnants are sold "as-is" with no warranty at a discounted price and customers are made aware that remnants are previously handled and can have imperfections. I am willing to visit with the customer to inspect and explore a resolution. I will have my scheduler contact them to schedule a date for my visit. Sincerely, *** ***President

Complaint: [redacted]
I am rejecting this response because: IT IS OBVIOUS that this company is not consumer friendly, I don't need their apology I need them to stand by their work. I would have serious questions if they would have told me up front that the sliest  tap would loosen my granite by there installation method but I could easily remedy the problem myself with silicone.(must be stronger then epoxy) Their warranty means nothing because they can call it alterations , how am I altering the granite? So I would stay clear of this company and find one that stands by their work.
Sincerely,
[redacted]

I, [redacted], visited Mr. [redacted]'s house at 8:00 AM, on 8/16/16.  I met with Mr. [redacted] and he was surprised to see me again as the owner, since I was the one installing his countertop.  He kept repeating to me, “No you're not the owner, no you're not the owner” and I repeatedly said,...

“Yes, I am the owner”.  I asked Mr. [redacted] “what's going on, why are you suddenly not satisfied?”  According to my installation paperwork, he signed confirming he was happy with the install. Mr. [redacted] pointed out some natural “pits”, which he was made aware of while inspecting his slabs long before fabrication.  Granite Busters has all approved and signed paperwork on slabs that he personally chose, visually inspected, felt and did a design layout with our layout technician, which is a process of virtually setting up the future cuts on an image of his slabs. I started telling him that "Mr. [redacted] you knew about this during the slab approval and also we talked about this when I was there finishing the install at your house".   Right away he stated that “this is not going nowhere.   I’ll see you in a court!”  I said to Mr. [redacted] that we need to find a resolution to make him hundred percent satisfied as per standard operating procedures.  I explained that we could come in and get the pockets filled with resin and smoothed out since they are natural pocket holes and you can feel them when touched.  I explained the entire process of how material in the factories get filled with resin to address natural pockets so that it's a smooth surface to some extent.  His answer to that was "this is not a f..... solution."  I assured Mr. [redacted] that this is what we do on daily basis. Again, Mr. [redacted] started to tell me that “this is not going nowhere I’ll see you in court” and started to become angry.  I also offered to arrange for a representative from our slab supplier to visit him in his home to provide another source for clarification regarding resin and natural pits and fissures.  Mr. [redacted] didn't like that idea at all, stating "this is not necessary.  I’ll see you in court and I'll sue you”. At this point, Mr. [redacted] started to become very angry and I was beginning to feel unsafe and felt it was time for me to end this conversation for my safety.  I then agreed with Mr. [redacted] that we could go to court.  Out of nowhere, he started screaming and telling me that I should not be raising my voice in his house.  He then stood up and started to come towards me and was reaching with his hand for my neck. He started telling me “I will [redacted] kill you and cut you!”  At that moment, his wife came out of the bedroom and came in between us asking "what is going on!!!!"  My answer to her was “your husband was trying to grab me by the neck!”  Then he sat down screaming on the other end of the kitchen and denying that he tried to hurt me, telling me “you were the one that hit me and I have my wife as my witness” and then he started smiling.  With that statement by Mr. [redacted], I decided to leave the house because it was not safe for me to be there any longer. I turned around and left at 8:24 AM.   After being initially in shock of the situation that had transpired, I calmed down and decided to call the Saint Louis County Police.  I wanted to request a report of the incident.  The officer on the phone stated that she could not take the report over the phone and she told me to go to fourth precinct in South County to complete it in person.  So, I went because I felt that Mr. [redacted]'s behavior was threatening to my safety. Here are the issues of Mr. [redacted]’s concern, as I understand them: master bath vanity, hole drilling, pitting on the surface and damage to the dishwasher. Regarding master bath vanity during loading the truck the morning of install, we noticed a crack in master bath vanity top and we decided not to take it to the install since it was damaged. When we arrived at Mr. [redacted]'s residence, we notified the customer about it and told him we will remake the vanity for him due to the crack noticed and that we will deliver at different date.   In regards to faucet sprayer, the  sprayer hole drilled on the countertop is about 1/8" out of line between the faucet and the sprayer which positioning the sprayer left to right or up and down it’s normal.  That is why there is a manufacturer provided plate that goes on top of the drilled hole and Mr. [redacted] was aware of that at install, as I explained to him personally on the day we completed the installation. In regards to the dishwasher, our standard operating procedures are to inspect possible damages around the kitchen (e.g. appliances, floors, etc) before we start the work.  The dishwasher was damaged prior to our arrival and Mr. [redacted] was aware of that as well.  I have documentation, signed by Mr. [redacted], that we inspected the damaged dishwasher before beginning our work.   The pitting on the countertop as well as all the stone characteristics and natural stone features were also explained diligently with details at the time of purchase and an acknowledgement document was signed by Mr. [redacted]. The granite slabs Mr. [redacted] purchased were pulled out for him in our facility for personal inspection and signed off by customer as purchased. Since I was there at the install and knowing the entire install was done and signed off to customer's satisfaction when both Mr. and Mrs. [redacted] were there at the install admiring our work, I was surprised to receive customer's request for second visit but I went there personally to make sure that the customer is satisfied.  I tried helping them understand the natural features of granite again and was trying to offer solutions to Mr. [redacted] but he did not want to accept it, even informing me that he was putting the stop payment on the check. I am requesting Mr. [redacted] to issue a certified check payable to Granite Busters for any unpaid final balance.  Upon confirming Granite Busters has been paid in full, we can come back to fill the natural fissures with resin as previously offered and install the vanity as promised.   Due to my previous experience, I would request written permission for all possible future visits to be recorded in Mr. [redacted]'s house for safety reasons. As for any reference to documentation in this response, Granite Busters would be happy to provide all signed forms completed as part of our normal operating procedures.

We first want to apologize for any inconveniences which the customer may have experienced.  After we determined from the repair request and pictures sent by customer, we concluded that a piece of granite became deattached from the cabinets when the stove was replaced.  The little piece...

next to the stove is held by 2 apoxy blocks and it only takes a little force or movement for those blocks to be loosened.  At the time of installation, everything was completed and signed to the customer's satisfaction.  It was not until the stove was replaced that he reported that the piece of granite loosened.  We replied to his repair requests that we determined it was due to the stove replacement and that it was not covered under warranty because alterations by customer were made after installation.  We gave customer a suggestion of an easy DYI fix by applying 100% silicon under edge of granite and that will take care of his problem and hold the piece in place.  Customer received installation warranty which states "Warranty is void if any alterations are performed by customer or 3rd party after installation."  Granite Busters always stands behind its work but clearly alterations were made after installation and therefore it is not covered under installation warranty.

Initial Business Response /* (1000, 7, 2015/08/13) */
First I would like to point out that we have noticed this is your second notice to try to contact us but it is our first time to see it. Please follow up with regular mail in the future to assure the delivery.
Granite Busters is sad to hear...

that Mr. [redacted] is unhappy with his counter tops and the service he received. Granite Busters works very hard to please our customer's with a job that is complete to their satisfaction and that is what happened in this case.
The [redacted]'s purchased their counter tops at the end of March. To be able to take advantage of our promotion's they decided to add full height granite back splash to put their job at 50 square feet. On April 8th, a viewing to sign off on the final slabs of stone was scheduled. Mrs. [redacted] was involved in an accident on the way to this appointment and her car was a total loss. While we are very sorry for this, it did not happen near our store location. The viewing was rescheduled and 2 slabs of stone were put on hold for them. The stone they selected was personally selected and inspected by customer. Form that explains natural pittings, fissures and all natural aspects of the granite was explain and sign by customer as well.
On April 16th Mr. [redacted] met personally with [redacted] the owner for digital design of their kitchen that Granite Busters is very proud to offer to their customer so they can see how their kitchen will look like before it is even installed. Mr. [redacted] signed the approval of design.
The day after the installation, Mr. Periciful came to the store expressing that he was unhappy with a section of the stone and also a few issues with the overall installation. We ask that he waits 2 days, as we were scheduled to come back and make the template for the full height back splash so we can see mentioned issues at customer's house.
On May 1st the owner went to the customer's home to address the issues with the stone and repair the edge that the customer was unhappy with. The owner explained that there is really nothing wrong with the stone as this particular one has natural pittings and fissures as it was explained at the purchase time but wanted to fix other little issues regarding install. During that visit the customer became verbally abusive to the owner insulting his nationality and requesting his money back. The customer cursed and chased the owner out of his house. The owner left without completing the repair or template. Later that same day the customer came to the store with a protest sign and stood in front of our parking lot to discourage customer's from coming. At that moment the owner was on the way to out of town and was informed by employees that Mr. [redacted]l was in front of the store protesting. The owner called from his car too Mrs. [redacted] to inform her that her husband is in front of the store falsely picketing Granite Busters without any reasonable cause. Mrs. [redacted] acted surprised and had no idea about this. The owner asked Mrs. [redacted] to contact her husband to ask him to leave store property. She mentioned that they are going thru tough times as their car is broke down, that as couple they just had fight and that the husband wants to back off from the full height backsplash because they can't afford it even dough Mrs. [redacted] really wants it. After all what happened with Mr. [redacted]'s behavior the owner offered her not to install the backsplash and give her $500 credit back since the backsplash was not installed yet but was cut, fabricated and ready to be installed to help her with the car repair cost. Later on Mrs. [redacted] misunderstood that she will receive $500 and full height backsplash which was not part of the conversation. The owner was willing to refund partial cost and take loss of material and labor.
On May 2nd Mrs. [redacted] called to apologize and see when we could reschedule the repair and template.
On May 6th the repair to the stone was made and a template was made for the back splash. During the meeting with templater she was asking about her $500 credit that the owner offered. She even called the store regarding her credit and that is when she was informed by the sales person that either she gets $500 and no backsplash or she pays full original cost of granite backsplash if she wants to proceed with install. She made the decision of proceeding with full height backsplash install
The full height back splash was installed on 5-27. Upon installation it was found that one outlet hole was not cut in the proper place. Discussion went back and forth if the outlet could be moved. The customer decided that he wanted a new piece of granite to be made. At Granite Busters we want the customer to be satisfied so we located entire matching full slab (not a scrap as Mr. [redacted] wrote) and time was set for the re-installation. At this point the customer was asking for a refund of $500 for his inconvenience.
On June 3rd a new template was made. The customer was given a can of sealer and polish with a retail value of $100.00.
Granite Busters recut small portion of backsplash to fit outlet holes properly and on June 10th the new back splash was installed and the customer signed our paperwork stating they were happy with the installation.
On June 12th, the customer called back asking for a refund of $300. It was expressed that no refund would be given and the customer than said he would not accept the situation as complete and he would be taking other action.
Regarding dishwasher bracket that Mr. [redacted] was installed, we want to explain that on our paperwork that they signed was explained that not every dishwasher needs dishwasher bracket which is complimentary accessory from granite Busters provided to our customers as needed. Their dishwasher did not need our bracket however Mr. [redacted] still stopped by to our store to get one for free and he received one that day!
I as the owner of Granite Busters think that Mr. [redacted] is playing a game now after the complete install of full Height backsplash that he personally did not want but his wife insisted on having to get money back which obviously everyone should agree he has no reason of getting back. I feel that Granite Busters is put in the middle of Mr. and Mrs [redacted] financial crisis and drama that unfortunately happened during the purchase of granite countertops and I am being a victim of this unreasonable complaint for Mr. [redacted] to get his money back.
To Whom It May Concern at Revdex.com please consider this complaint as false especially after great customer service we have done as company. Granite Busters has all the paperwork signed by the customer that the counters and full height granite backsplash was completed to their satisfactory and upon your request I will be very happy to present all the documentation to Revdex.com.
Sincerely,
[redacted], President

see attached

Initial Business Response /* (1000, 10, 2015/12/09) */
We did send the check and everything taken care of with the consumer
Initial Consumer Rebuttal /* (3000, 12, 2015/12/09) */
He sent me a check for the damage. I'm confident your [redacted] made the difference!
Thank you.

Initial Business Response /* (1000, 5, 2015/08/28) */
First and foremost we would like to apologize for typing error on customer's last name and we made correction in our system.
The customers came in July to select the piece of granite from our remnant/scrap yard for their vanity. the contract...

was signed as pick up job which means customer will pick up fabricated to their specs material and install it themselves. after about a week the customer came to pick up ready vanity, inspected the material and signed approval form before the granite was loaded to his truck. Obviously at that time there was no signs in any wrong appearance in the stone. Beside that point we are staying behind customers satisfaction and want to express that we are sad to hear that they are dissatisfy with the product. Sometimes during the self install something could get spilled on or maybe silicone was smudged on the surface causing appearance of the granite to look different which is as of now our assumption and beyond control once the final product leaves our shop. We thrive to satisfy every customer 110% and even dough the remnant piece was sold at discounted price as is with no warranty we would like to help customer with repairing the granite as best as we can. Please inform the customer to contact our office for warehouse hours so they can deliver the granite piece to our facility and we will do anything in our power to repair the granite.
Thank you so much.
Sincerely,
[redacted], President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Please see attached message, which I will also be mailing directly to you along with the attached documents.