Granite Transformations

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ The warranty on this product comes from the manufacturerWe sent a warranty request in April of on behalf of the customer, but it was deniedAs soon as we received the e-mail from the customer on April 24th of this year, we contacted the manufacturer again asking how we were to respond to thisThey have asked us to resubmit the warranty request again for them to reconsiderThey have also requested pictures, which I unfortunately lost when my fileserver died this SpringI have sent in the request without pictures, but have also asked the customer if they would send more so that I can pass that along as wellAt this point, we are waiting to hear back from the manufacturer on how to proceed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent them photos of the countertops as requestedThe last email from the company stated that they would bring a representative out from the manufacturer and this has not happened Final Consumer Response / [redacted] (4200, 20, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will wait to hear from Doug to see how they are going to handle the warranty issue Final Business Response / [redacted] (4000, 24, 2015/09/01) */ I'm pleased to advise that the manufacturer has reversed their decision, and are now granting a replacementUnfortunately the color originally installed is discontinued, so if the customer could pick another color, we could get started on this right away

To Whom It May Concern:Mrs [redacted] entered into a contract with Granite Transformations Granite Transformations ordered material for her job We are able to order material for every job we do based off of the drawings the sales representative produces The template appointment is only used to take precise measurements and make replications for a perfect cut We do have expense incurred for the job(i.ematerial cost, sink cost and sales compensation) which exceeds the customers deposit Granite Transformations is willing to retain the deposit and the material until the time the customer is ready to do the job Granite transformations has over 13,satisfied customers in the Dayton, Cincinnati and Northern Kentucky area, so not trusting our company to perform the work AS CONTRACTED is not a valid concern.Thank you, [redacted] VPGranite Transformations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below Granite Transformations offered offered to repair my kitchen if I could find a installer in my area,it took a little bit of time but when I did find someone they rejected their offer.I feel this unfair and unprofessional Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** ***---------- Forwarded message ---------- From: *** *** *** Date: Tue, Dec 9, at 11:PM Subject: Re: ATTENTION NEEDED: You have a new message from the Revdex.com serving Cincinnati *** *** *** dear mrs *** this is in regards to the claim #*** we have read the companys statement in regards to the claim that they had ordered material for the said job they were supposed to come measure the job in October the job was cancelled by me before measurements were even taken for the jobtherefore I am confused on how they ordered material before the job was even measured by the companythey came and did an in home estimate that is the time they claim to have investedI think this is just bad business practices to keep dollars of someones money and do nothing for it .as far as them doing the work I don't trust the company to honor anything they say after what has happened.the situation is not resolved because I think I deserve my money back because nothing has been done for them to keep it thank you. *** ***

The corporate office has closed the claim with the customer effective 08/24/The customer did not respond to the last correspondence with the Revdex.com until 11/02/saying that he had found a local installerThe original offer that was outside of the warranty was a good will offerThe issue the customer is having has to do with poor installation, and is not a covered manufacturer warranty item that the corporate office is liable to repairAny types of additional outcomes that the customer needs regarding the poor installation, will need to be directed back to the store who he had signed a contract withThe contract that was signed was not with the corporate office

Initial Business Response /* (1000, 5, 2014/04/12) */
Management wasn't aware there were still issuesWe have been in contact with the customer, and steps are being taken to resolve this matter
Initial Consumer Rebuttal /* (3000, 7, 2014/04/16) */
(The consumer indicated he/she
DID NOT accept the response from the business.)
We have left each other messages and I have been told a solution will be forthcoming, however, I have not received any proposed solutions to date
Furthermore, my original complaint was sent directly to management, I have an entire history of our communication on the matterI was told they assumed the matter was resolved, which it wasn't
Final Business Response /* (4000, 16, 2014/05/06) */
We have tried unsuccessfully to arrange a day and time to go see Mr***If he would be so kind as to supply us with a day and time that will work for him, we will do our best to make it workOur Operations Manager works Mon to Fri, X:XX-X:XX, and will clear his schedule within those parameters to meet with him

This is in response to *** *** rejectionThe warranty that was in effect, covers defective product only, not poor installationOur warranty that was in effect at the time of installation does state thisAs a good will effort, it was offered that we would provide the material and have someone from the local area complete the installation *** *** was unable to find a contractor that was willing to assist with the installationThe manner of the issues that the customer has had with the local franchise has been reviewed here at our officeA technician will not be sent to the customer's home in New Foundland, CanadaAny further correspondence regarding the installation that was completed by the franchisee, the customer will need to contact the store that he has signed his contract with

To Whom It May Concern:
On August 13th 2014, Ms*** put a $deposit towards the purchase of countertops, backsplash and sink with Granite Transformations
Ms*** proceeded to schedule a template for 10/31/and an installation date for 11/24-25/
After the
dates were established, sheets of material for the counter, sheet of material for the backsplash and the sink were ordered for Ms*** to ensure all necessary materials needed would arrive in time to successfully complete the installation
Granite Transformations has incurred material cost as well as other administrative costs associated with Ms*** signed contract
We have communicated to Ms*** that we will apply her $deposit to her job when she decides the best time to complete it
Resolution:
To resolve Ms*** dispute we are willing to honor her signed contract and hold her deposit until she feels it is the best time to complete the agreement
*** ***
Vice President
Granite Transformations of Dayton and Cincinnati

Doing business with this company was a disaster. Chose them because bathroom remodel was supposed to be without all the dirt, etc. of a standard remodel. Paid considerably more than for standard granite. Did not work that way. Template was wrong so prefabbed counter had to be cut. It was cut in my bath. You cannot imagine the dust and mess it made. Had to return 2 times to correct plumbing leaks. Had backsplash installed in kitchen. Over a week late coming and then missed 2nd appointment. Final invoice had an adjustment. Finally received corrected invoice and was give 10 days to pay or be turned over to collection firm. Mind you this was inside of 30 days of work being completed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Granite Transformations offered offered to repair my kitchen if I could find a installer in my area,it took a little bit of time but when I did find someone they rejected their offer.I feel this unfair and unprofessional.
Regards,
[redacted]

To Whom It May Concern:Mrs.  [redacted] entered into a contract with Granite Transformations.  Granite Transformations ordered material for her job.  We are able to order material for every job we do based off of the drawings the sales representative produces.   The template appointment is only used to take precise measurements and make replications for a perfect cut.  We do have expense incurred for the job(i.e. material cost, sink cost and sales compensation)  which exceeds the customers deposit.  Granite Transformations is willing to retain the deposit and the material until the time the customer is ready to do the job.  Granite transformations has over 13,000 satisfied customers in the Dayton, Cincinnati and Northern Kentucky area, so not trusting our company to perform the work AS CONTRACTED is not a valid concern.Thank you,[redacted]VPGranite Transformations

Very pleased with Granite Transformations. They did great job at my kitchen. Quartz exceed my expectations: it looks great and easy to care for. Nice product - a lot of color options, light weight and durable! I had to wait 2 weeks; however, installation was quick (they were done in couple hours). No demolition and dust. Costly, but well worth it. I've already recommend them to several friends.

Initial Business Response /* (1000, 5, 2015/05/04) */
The warranty on this product comes from the manufacturer. We sent a warranty request in April of 2014 on behalf of the customer, but it was denied. As soon as we received the e-mail from the customer on April 24th of this year, we...

contacted the manufacturer again asking how we were to respond to this. They have asked us to resubmit the warranty request again for them to reconsider. They have also requested pictures, which I unfortunately lost when my fileserver died this Spring. I have sent in the request without pictures, but have also asked the customer if they would send more so that I can pass that along as well. At this point, we are waiting to hear back from the manufacturer on how to proceed.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent them photos of the countertops as requested. The last email from the company stated that they would bring a representative out from the manufacturer and this has not happened.
Final Consumer Response /* (4200, 20, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will wait to hear from Doug to see how they are going to handle the warranty issue.
Final Business Response /* (4000, 24, 2015/09/01) */
I'm pleased to advise that the manufacturer has reversed their decision, and are now granting a replacement. Unfortunately the color originally installed is discontinued, so if the customer could pick another color, we could get started on this right away.

My wife and I are very disappointed in Granite Transformations.
They will not replace or guarantee countertops that develop damages from a preexisting condition.

I understand this policy, but do not understand why they as professionals would not tell us there was a preexisting condition before installing our countertops. They claim that they can't know if certain issues will happen. While I understand this to a point, our issue was the countertop not being level. So this is a ridiculous excuse! Especially because they take measurements, and examine your existing countertops prior to installation to make sure their product is a good fit. They told us ours was. This did not prove to be the case.

We've only had our countertops since July of 2015, and cracks have started to appear. This is because it was not level. What I would like to know is was it not level before? OR did they just not install it correctly? Shouldn't countertop installation professionals know when a countertop is not level? If this was a potential issue, why did they not tell us? Instead they kept pushing that it has a "lifetime" warranty. Apparently this is only the case if you do damage to the countertops.

We even had one of the installers come out and take a look. He said that they typically charge for a visit, but did this as complimentary. Seriously? There are cracks in a countertop that is just over a year old and you are going to try and charge us for a visit? He made some "adjustments" to try and make the counter more level, but in doing so he made even MORE cracks.

After this happened we tried to submit a claim, but of course it came back that they would not replace it since it was a "preexisting" condition. Even though they added to the cracking!!

They are professionals and should have known of this issue. OR if they were not sure, they could have told us and we could have had a contractor take a look before spending thousands of dollars on something that would break a year later. Granite Transformations is NOT WORTH the money.

Doing business with this company was a disaster. Chose them because bathroom remodel was supposed to be without all the dirt, etc. of a standard remodel. Paid considerably more than for standard granite. Did not work that way. Template was wrong so prefabbed counter had to be cut. It was cut in my bath. You cannot imagine the dust and mess it made. Had to return 2 times to correct plumbing leaks. Had backsplash installed in kitchen. Over a week late coming and then missed 2nd appointment. Final invoice had an adjustment. Finally received corrected invoice and was give 10 days to pay or be turned over to collection firm. Mind you this was inside of 30 days of work being completed.","neg-2

My wife and I are very disappointed in Granite Transformations.
They will not replace or guarantee countertops that develop damages from a preexisting condition. I understand this policy, but do not understand why they as professionals would not tell us there was a preexisting condition before installing our countertops. They claim that they can't know if certain issues will happen. While I understand this to a point, our issue was the countertop not being level. So this is a ridiculous excuse! Especially because they take measurements, and examine your existing countertops prior to installation to make sure their product is a good fit. They told us ours was. This did not prove to be the case.
We've only had our countertops since July of 2015, and cracks have started to appear. This is because it was not level. What I would like to know is was it not level before? OR did they just not install it correctly? Shouldn't countertop installation professionals know when a countertop is not level? If this was a potential issue, why did they not tell us? Instead they kept pushing that it has a "lifetime" warranty. Apparently this is only the case if you do damage to the countertops.
We even had one of the installers come out and take a look. He said that they typically charge for a visit, but did this as complimentary. Seriously? There are cracks in a countertop that is just over a year old and you are going to try and charge us for a visit? He made some "adjustments" to try and make the counter more level, but in doing so he made even MORE cracks.
After this happened we tried to submit a claim, but of course it came back that they would not replace it since it was a "preexisting" condition. Even though they added to the cracking!!
They are professionals and should have known of this issue. OR if they were not sure, they could have told us and we could have had a contractor take a look before spending thousands of dollars on something that would break a year later. Granite Transformations is NOT WORTH the money.","neg-1

We signed a contract in May with Granite Transformations to reface our kitchen and bathroom cupboards and also recover the existing counter tops with their "stone" product. We paid 25% when we signed to contract. We were told that the job would be completed within 4 months by a finishing contractor. The countertops were done a few months later and we paid all but 25% of the remaining balance. Then the cupboard doors were to be done. This took almost 9 months to complete. Throughout these months of waiting, they did not initiate any contact to keep us up to date.[redacted]. I came home from work and the incorrect products (door knobs, drawer pulls, etc) were put on. [redacted]. They told me that there was manufacturing problems and that is why the doors took so long. Then they told me the carpenter was ill and thats why he couldn't work on the doors, [redacted]. At this point in time the length of install went from the previous 4 days to being told it would take 2 weeks. The "finishing carpenter" ending up being the salesman's brother, who was not a finishing carpenter by any means. I have kept all of the texts messages of them promising to show up and they would not show up or show up for an hour and then leave. This process took over 4 weeks! for them to complete, [redacted]. We also had to have all of the cupboards emptied during this process. I called the owner twice to express my frustrations and he never returned my call until I told him that I do not want the workers back in the house. The workmanship is not what we were promised, and up to this point, we they had tied up $15,000.Desired SettlementI have now spoken to the manager and let him know that it is unfair for us to pay the full amount of the remaining balance for something that has taken over 9 months to complete, and for poor workmanship/product. [redacted]. We owe approx. $5000. As originally quoted, the price would have also included the work of a finishing carpenter. Business Response The customer's contract was singed on June 8th, with the install being complete the first week of February. It is accurate that this job should have been complete in 4 months and it did take much longer. It is also accurate that there were issues with both production and the availability of extra contractors needed to fulfill the commitments in the contract. The customer was made aware of this, and we were aware that they were not pleased. There was also an add-on project added to the contract of $1260.00. On Dec. 28th we communicated to the customer that we would not charge for the add-on to make up for how long the project was taking. With regards to the owner not returning calls, it happened once. By the time I got the message the salesperson had already talked to the customer and told me they were both laughing by the end of the call and that everything was OK. The second time they called they made mention of the first call not being returned, so I did call and discuss with the customer. She told me then she did not want to pay the final bill and I still sent in workers to complete the job that day. The last concerns of the price including a "finishing carpenter" was terminology that the original contractor always used (and may very well have been used by the salesperson as well). A carpenter can refer to themselves as a rough, finishing or general carpenter. The customer knew before the install started that the original contractor would not be completing the project; and that this played a huge roll in the delays. We trialed 3 carpenters before we felt comfortable completing this job. The quality of the completed install is fantastic. We have several pictures of the installation to prove it. From our perspective we honored the terms of the contract and are owed the remaining 25%. It did take longer, however Granite Transformations absorbed every extra dollar during the delays and gave a $1260.00 upgrade free of charge for the inconvenience. I have apologised personally for the delay as well. As it stands I have left multiple messages for the customer with no reply. The work is now done and the final bill is out-standing.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We do not agree with this response. First consultations happened on May 29th 2015 at 1P.M. [redacted] the sales man had come to my home and gave me his sales pitch, and took measurements at that time. ( I have documentation to confirm this). We also had a quote from another company for the cupboard doors and the price was a bit less than the price of Granite transformations but we were told repeatedly that they employed a "finishing" carpenter and that their price was worth the finished product. I even showed this quote to [redacted]. We did decide to go with this company for this reason. On June 8th, 2015 [redacted] and [redacted] (the finishing carpenter that was employed at that time) came to the house to do additional measurements and we signed the contract at that time. We paid $10,215.00 on this day. We signed the contract on this day so that we could use the $500.00 coupon that we received from the Home and Garden Show (this still has not been applied to our account). We were told that both the countertop and cupboard doors would be completed at the latest within 4 months. The countertops were completed on Sept. 17th, 18th but they were not fully completed, so they finished the install the next week. We paid another 25% $5107.50. We were told at this time that the job would be completed by Thanksgiving. Then there was a span of over 2 months that we did not hear from anyone from Granite Transformations. We finally heard from [redacted] in December only to find out that [redacted] (the finishing Carpenter) was no longer employed with the business [redacted]. I told [redacted] that this is unacceptable an he sated he would talk to [redacted] about adjusting the price for the "Add on".[redacted]. Granite transformations then had to come back to the house and remeasure everything, this was on Jan. 6th 2016 at 5:30 P.M. On this day [redacted] and his brother [redacted], came to the house. We were told at this time that the company hired [redacted]'s brother to help out. [redacted]. [redacted] was the first to admit that he was not a finishing carpenter and owned his own eavestrough business.At this time we were told that the cupboard door install would be completed within 2 weeks. Originally with [redacted], we were told less than a week. They were to start the install on Jan 12th, 2016. As we have 2 pets, we wanted someone to be present during this install. We made arrangements with family members to be present during this time. [redacted] showed up in the morning to get the key, but I told him we would have family present to get in/out of the house if needed. He then left, and did't return until 6:00p.m. when he dropped off the doors in the garage. On Jan. 13th [redacted] texted me "[redacted] is grabbing a few things then will be by the house to start work. I will let you know when he is on his way, I will be dropping off more Iam today with the hardware as well." [redacted] did not show up until late morning and I never did get a text when he was on his way. On Jan. 13th, [redacted] did not show but I got a text from [redacted] at 6:49 P.M. "I just got confirmation that [redacted] will be there all day tomorrow. (Jan 15th). We are both going to be there for 8AM. I received a text on the morning of the 15th at 0930 that stated," [redacted] will be there shortly. We had a meeting with the company for the planter box on the island we have them being made exact to the kitchen and rushed to us. He should have the doors up in kitchen by the end of the day. Sorry he was not there at 8am but we needed his explanation to get it done accurately and stay on schedule with the rush order." [redacted] showed up later that morning, [redacted] never did show up. Cupboard doors were not done. [redacted] showed up here and there over the next days. On Jan 21st no one showed up again. My family stated that they were again there all day and no one showed. I called [redacted] the owner of the company when I got home from work, and requested a call back. I never received one. I called [redacted] and he texted that he was in a meeting and he would call me when he was done. [redacted] called back, we were not laughing by the end of this call. I am not sure where this came from?? We were extremely frustrated during this process. All of our bathrooms (3) and kitchen cupboards had to be emptied during this time. We were not able to eat at our table, etc. Very little progress was being made. On Jan 27th, [redacted] did not show up at all and left early the following day due to illness. We were told on Sat. Jan 30th from [redacted] via text that the job should now be completed by the end of the day Tuesday Feb 2nd. When I came home from work on Monday Feb 1st, I came home to wrong knobs being put on the cabinets. Again extremely frustrated as I texted [redacted] this information with pictures in August. [redacted] then told me that the company sold mine to someone else, but then changed his story during our phone call. I called [redacted] the owner again and I demanded that he call me by 0830 the next day (Feb. 2nd) as I had to attend meetings for work and would not be available after that. He called me after 0800, and at that time I stated that I was extremely frustrated. It was at this time that I told him that if his guys did not start showing up, that I no longer wanted them in my house and I would not be paying if this continued. I have a witness to confirm this. He did not just "send the worker in that day". He did apologize for the inconvenience, but did not take any accountability. The salesperson and installer were blaming the owner, saying that they just to go where they are told to go for the day. [redacted]. The job is done and from the outside everything looks good. I have several pictures on areas that require attention, have poor workmanship and several of the drawers are not closing properly. They did not earn every extra dollar when they barely showed up. There were days when there was another worker waiting in the granite transformations vehicle for over 3 hours for [redacted]. [redacted]. [redacted]. They also still have not honoured our $500 coupon from the Home and Garden show. When I had asked [redacted], he told me that the "deal" they were giving me was far better. I do not believe so. The install alone took over 4 weeks. The owner states that he has called me several times without a response. This is not true. He called me once, and then did call me recently on Wednesday, March 2nd but I was unavailable as I was in meetings out of town. He then called my husband and requested the remaining amount to be paid. He has not left me "numerous" messages. My husband told him that nothing will be paid until this is sorted out. [redacted]Final Business Response I outlined our point of view in my initial response. If there are issues with the installation we would be happy to address them. I said the same thing to [redacted] ([redacted]'s husband) when I spoke to him. The drawers worked when we left, however sometimes need readjusting after the fact. I will need details and a time booked to accommodate. The final bill is still outstanding and requires immediate attention.

Failure to correct dishwasher fitting after installation of countertops. This appliance was not removed for countertop installation.Countertops contracted 2-19-15, countertops measured and template made on3-09-15, installation on X-XX-XX with plumping hookup on 3-31-15. I noticed that the countertops over the dishwasher did not have enough space for my fingers run the dishwasher. After phone call to business off, a plumber returned X-XX-XX and lowered the dishwasher by adjusting the legs. This was satisfactory until the weight of the dishwasher pulled loose the attachment screws at the top. At this point the dishwasher itself was loose and actually came forward into the kitchen. an about an inch. One time, when loaded with dishes, it tilted out and the bottom rack flew from the dishwasher, landing on the floor and sliding for 4-5 feet. I contacted the business office to inform them of this difficulty. Another service person was able to insert screws at top to secure into the wood base for the original counters. These screws were offset a little because the original screws stripped out the wood. I was not home for this but my husband did oversee the work. I checked the dishwasher when I returned home and my husband informed me the serviceman told him the latch was broken.I again checked the dishwasher because the latch was not broken prior to this last visit. In fact, I had been using the dishwasher the entire time. I tried to open it but discovered the dishwasher had been turned: the left side is about 1/4 inch into the cabinet and the right side is about 3/4 inches outside the cabinet. I assume this occurred when trying to locate wood that would hold the screws. The door has to be opened by pulling hard on the door a few inches down from the top. Business office contacted again and spoke with [redacted] - no last name. He informed me he only sent the serviceman as a "courtesy to a client. I needed to review my contract because they have no responsibility to fix the dishwasher." Contract was reviewed: "Granite transformations assumes NO responsibility for the condition or breakage of an existing sink, faucet, mirror or appliance if removed by Granite transformations." The dishwasher was never removed by Granite Transformations. it was never removed by anyone. When I attempted to explain this to [redacted] he only continued to quote the contract, interrupting my attempts to explain. I did tell him to "hush" so I could speak but he states they are not responsible and we must have it fixed ourselves. I have no other issues with the business and both my husband and I are very pleased with the professional servicemen and their work. But I do want my dishwasher fixed with no cost to myself.Desired SettlementI want my dishwasher to be correctly fitted and secured into the space provided for it. I believe when this is completed, the door will open with ease, as it is supposed to do, and there will be no problems with the latch. If Granite transformations does not wish to send another serviceperson to our home, I will locate a plumber to fix the issue but I want Granite transformations to pay for the full cost, including any service call fee.Business Response /[redacted]/Ms. [redacted], so sorry this communication is so late. We have an appliance repair company that will be contacting you directly to schedule a time to look at and repair your dishwasher. Thank you for your feedback. Unfortunately for you it was not a great experience with the dishwasher, but we do appreciate it and see we have some areas of improvement. Consumer Response /[redacted]/The company has responded positively and we are in the process of resolving the dishwasher problem. I will have a final comment after resolution.Final Consumer Response /[redacted]/

Granite counter top that was installed has a chip in it. The product is not supposed to chip and the company will not return numerous phone calls contract was signed oct 18/2015 and was install a month or so later. We have tried for months to reach them to resolve the issue of the product chipping when it is not supposed to. We have drove to Regina and no one is in the store to contact.Desired SettlementWe would like the product repaired to new or replaced