Origins Granite Pittsburgh

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. 
Regards, [redacted]

Review: We completely regret our decision to use Origins Granite for our kitchen countertops

Normally, you would expect that upgrading kitchen counters to granite would improve the value of your home. In our case, the installation by Origins Granite was so poorly done, that the value of our home has likely decreased, because no self-respecting buyer would ever make an offer without first having me take out the new counters and have them replaced by a company that can complete the installation properly. In our case, the countertop for the kitchen island was improperly installed. Instead of the 1 inch overhang drawn up by the engineers, and approved by us, the counter edge tapers to a point where there is no overhang, and the supporting cabinet sticks out slightly beyond the counter edge. This mistake is on the most prominently visible edge of our kitchen island, and is the first thing visible when you enter our home. Everyone who has seen the counters has asked who completed the project so that they can avoid using a company with such little care for craftsmanship. Our attempts to contact the owner and installation coordinator with Origins Granite have been completely ignored; they did however ask us to provide several online reviews because they claim that their business relies on word-of-mouth recommendations from satisfied customers. This customer is NOT AT ALL satisfied by the service or quality of an Origins Granite installation, and is faced with having to pay more money to have this very expensive disaster fixed.Desired Settlement: Our plans show a 1 inch overhang of the counter all the way around our island. That it what I would like to have.

Where do I begin? We chose this company for our countertops because we wanted to give the business to a local company. It turns out their headquarters are in MD, and there was no local place to view slabs. Still we trusted the very large sample we saw in the showroom. Also, our point of contact was very nice and seemed to know about product, and company very well. Although the finished product is not EXACTLY what we expected, we do like it. Our biggest issue with this company is their lack of attention once they had received our payment. A two week turn around for completion, was actually six weeks. There were many attempts to contact, via email, phone and letter written to the owner. It was very difficult to get any answers, especially after they closed their showroom, without warning, without contact, etc. Customer service is extremely important to me, and this company really fell short.

Review: Quality workmanship was very, very poor. The edge profile was very crooked and uneven. Their first guy to try to correct the problem said our countertop was so bad that it should have never left the fabricator or installed. They tried to correct it at our house by hand grinding the countertop edge to no avail and I had over 3 hours of cleanup. He said he would lay down tarp - he did not cover anything and only had a 2 x 6 canvas by his feet. They took it back to the fabricator and corrected one problem but created another. The clip angles did not match the corresponding cabinetry angles. Reinstalled. Promised to correct the second mistake but never did. I had to redo my cabinets to correct the problem the best I could. At their request, I sent them an invoice for the extra cabinetry expenses I incurred and my time cleaning up the grinding mess. No correspondence from them and they will not respond to my phone calls or email. The least they should do is to compensate for the additional expenses incurred to correct their mistake and poor quality workmanship.Desired Settlement: Compensation for the additional expenses I incurred to correct their poor workmanship. Also, compensate for my time and energy to clean up the raw stone grindings experienced throughout my home the first time they tried to correct a problem.

Review: On 11/17/2015 I authorized a payment of $3,320.00 to Origins Granite as a deposit to hold two slabs of granite for a proposed kitchen counter installation. I was not at any time advised that the deposit was non-refundable and I did not at any time receive, sign or acknowledge a refund policy.

On 12/2/2015 Origins sent me a contract and order form to sign for our proposed project. The following day (12/3/2015), I advised Origins by email that I objected to many of the contract terms, and was not prepared to sign the contract or order and that I considered the proposed project to be on hold. (We had not yet even finalized the scope of the project or had the kitchen measured to determine amount of material required).

On 1/26/2016, Origins attempted to measure/template our kitchen, but failed to complete the measurement. They were unable to tell us when the could reschedule or complete the measurement/templating or when they would be able to install the granite. Because we had to remove the kitchen stove and install a replacement cabinet (for a new cooktop), our kitchen was non-functional (Origins suggested we reinstall the stove because they had no idea when they could install the counter tops) and we decided to use another granite supplier who could commit to a project completion date.

On 1/30/2016, I advised Origins by email that we were not going to proceed with using them for the proposed project and requested a full refund of our deposit.

We never signed an order, contract or any document of any kind with Origins. Origins never delivered or installed any product or materials -- they did not even complete the measurements necessary to place an order.

We are still waiting for a refund our deposit. Judging by the large number of other complaints, it appears we are not the only ones to have a problem with this company.Desired Settlement: Would like a prompt refund of our deposit.

Review: The complaint is both a warranty issue and a product issue. The positioning of the sink cut out is farther back than is standard. I requested the sink to be positioned as far forward, closest to the edge as possible. But that is not what was done. Instead they installed it 7 inches from the edge which makes the faucet farther in than a standard countertop depth. This sink is in a corner position.The manager [redacted] came to the house and agreed the position of the sink is too far back and told me he would fix the problem. Since then I have not heard back from them. They then told me that I signed a completion certificate for the granite. I did not sign a completion form. The form they have with my signature is forged. It is not my signature. I can not get a hold of anyone there to speak to directly.I also have another warranty issue for which no one is responding to. The granite has a 5 year warranty. It has been 6 months since the installation and the granite piece in front of the stove top has come loose.Desired Settlement: New granite piece installed around the sink area with the sink installed at a standard depth. The granite piece in front of the stove top to be sealed back in place.

Business

Response:

Review: Origins Granite installed the granite in our new construction home. The installation was in January 2014. We immediately noticed a gritty feeling as well as what appeared to be water marks on the granite. We called Origins and explained to them the problem. We were told that it needed to be polished. We scheduled and appointment and a technician came out. The technician said the granite was supposed to look and feel this way and that it would take him days to polish our granite, so he did nothing. Every sample at Origins is smooth and shiny, not like our granite.

Around March, we went back to the store to discuss the matter with the manager, [redacted]. He came to our house, agreed that it was not normal, but did not know why it was gritty or looked like there were water marks. At this time we were told that he would talk to the owner, [redacted], to discuss the options or to have [redacted] inspect the granite when he was in town. We were also given a polish to use, which had no effect.

We got no response from [redacted]. We would call every few weeks, left messages, and we did not get a response. After several visits to the store to try to talk to [redacted], we were able to get the owner’s contact information. In October, we emailed [redacted]. He responded the next day and asked for pictures. I called weekly and left messages without getting a return call. I contacted several other granite installers, their opinion was that the granite was not sealed properly and their recommendation was to call a granite restoration service to reseal our granite. In December I sent another email to [redacted] asking for him to pay to have a granite restoration service address our issue. Again, there was no response. In January, I sent an email threatening to go to the Revdex.com with our issue. I got an email 4 minutes later that he will call me. He did call and he said that he would check his schedule and have a visit scheduled by the end of January. Since then, I again left several voicemails and emails without response. This is my last contact from [redacted].Desired Settlement: After over a year of unfilled promises and lack of response, I do not want any Origins representative making any more promises nor would I trust their opinion on the issue. I simply want Origins to pay the $400 for the granite restoration service to properly seal our granite.

Review: I placed an order for a marble fireplace front more than a year ago. After two failed installations (because the product was not cut to the appropriate thickness), the marble was returned and the project was placed on hold so that they could get the right thickness and I could do some more preparatory work for the installation.

In October 2015, I resumed work on the project and reached out to Origins to schedule installation. What followed was more than a month of unanswered and un-returned calls, along with a considerable amount of misinformation. Finally, I relented on my original product specifications and agreed to allow Origins to install the product that had been cut to the wrong thickness.

I was advised that an installation would not be scheduled until I paid. So I did. Then followed another month or so of ignored and missed calls, during which I was unable to reach anyone or get an update on my order. Finally, installation was scheduled, only to be canceled one business day prior due to "materials issues." What appears to have happened is that Origins has lost my installation piece. I was promised a call the following week to work on scheduling an installation and to get an update on my product. Instead, I have placed more than two dozen calls, left more than a dozen messages, and nobody has provided me with an update. Further, the company has refused to put me into contact with anyone in management who can address my concern.

To date, I do not know the status of my order, my materials, or an end date on my project, and have been stonewalled at every turn when I try to get this information. The only thing that is certain is that Origins is in possession of $850 of my money and refuses to communicate with me to perform the work that I paid for.Desired Settlement: I want Origins to complete the installation of my marble within the next two weeks. If they have lost the original pieces, I want them to re-cut and install. Additionally, I want a reduction in purchase price (if not a complete refund) for the trouble that their lack of communication and misinformation has caused me.

Incredible experience. Great designers down to very polite installers. Would recommend to friends and family.

Review: At this time our project still is not completed. There have been at least 6 cancellations on your part for installation of the granite and back splash. You all were very prompt about cashing our checks when we ordered the items, but over 2 months later and the project is not yet completed.

Rachel and the selection of the projects in Parkersburg was great. But after you all got our money your customer service and installation scheduling is lacking sufficiently to the point of being ridiculous.

On Friday of the last week they started the backsplash installation, but did not complete the work. They were to come back on Saturday to finish and called and canceled. They were to come back on Sunday and they called and canceled. They were to come back on Monday no one showed and no one has called.Desired Settlement: Finish the job and refund 5%. We will not use your company again.

Review: I purchased granite countertops from Origins Granite. The granite cracked and the company sent their installer out to evaluate the problem. It was noted that the crack had gotten longer since the pictures I sent two weeks prior to the service call. Repairs were attempted but it was unsuccessful. Customer service assured me that they were searching for a matching piece of granite to replace the defective section. After several weeks I was informed that a match was located and it was in the warehouse. An appointment for installation was scheduled for Oct. 20 at 3 PM. I was to receive a virtual layout prior to installation. I contacted customer service the afternoon prior to the scheduled installation as I had not received the virtual layout and to confirm the appointment. After expressing my displeasure I was told that upper management would be in contact. As of December 9, 2015, I have not been contacted by "upper management". this is despite repeated inquires - telephone calls and emails to several employees of Origins Granite. Apparently the owner is refusing to discuss this issue.. All I want is for the defective section to be replaced. The purchase came with a guarantee - I want what I paid for. If the piece is not replaced, I want the purchase price refunded and I will have the countertop replaced by a granite company that stands by their product and guarantee.Desired Settlement: Replacement of defective section of the countertop with a matched piece of granite. If this is no longer possible I expect a full refund of my entire order and I will purchase a new countertop from a reputable granite supplier.

Review: We purchased countertops from Origins Granite in Greensburg, PA because we liked what they said- Quartz was non-porous and did not stain and Origins used a “micro-seam technology” where you could hardly see the seams. On December 17th, 2014 Origins Granite installed quartz countertops they purchased from [redacted]. During the installation, marks on the countertops stuck out. I questioned the installers about the marks. They stated they would clean them once the job was complete. After the job was completed, the installers attempted to clean the countertops. It did not work. There were marks that would not come off despite their attempts. Two days later, they returned with a different cleaner. Again, the marks would not come out. Five days later, the manager at Origins Granite [redacted] and employee [redacted], came out to clean the countertops with five different cleaners. Despite their attempts at cleaning, the countertops have shadow type stains all over them that do not wipe off. The marks do not go away once cleaned. That wasn’t the only issue- the installation by Origins was unacceptable. Origins did not explain the micro-seam technology was for GRANITE only and not for quartz. The seams in our countertops look horrible. After the job was complete we were told the micro-seam technology only applied to granite, (which should have been explained before the job) and admitted a grey adhesive should have been used, instead of the clear adhesive used on ours. When we asked the installer why he used the wrong adhesive, he simply stated that he didn’t have the right one. Even with the installers coming back out to try and trying to put grey adhesive on top of the existing adhesive, the seams look sub-par. In addition- the installers had to dremel the sink as they installed the quartz over the faucet hole, the installers did not show up when promised (scheduled for 10am, arrive at 3:30pm)- I am floored these were their best installers. Even the overhang on the island was not uniform and we were told that it was our fault since we approved the layout.

January 13th, Origins processes a warranty registration for [redacted]. They state their focus is on the stains first, and then will address the seam issue. Six weeks after the registration is processed, [redacted] from [redacted] comes to our home. She attempts to clean the countertops with 4 different combinations of cleaners and is unsuccessful. She stated “she has never seen this before” and would be processing the claim through [redacted]. We continue to attempt to get updates- [redacted] states Origins will be contacting us, but we never hear from them- we place repeated calls to the office, to [redacted] and do not receive a response.

On April 2nd our patience expires. We go to Origins’s office to get a resolution. We leave a message- again- as the office was closing and the appropriate people were not there. We receive a call back that evening from [redacted]’s [redacted] . He states that it is [redacted]’s job to get back to us. After explaining the full scope of the issue, [redacted] does not seem to be able to put himself in the customer’s shoes- if this was his kitchen that has sat unfinished over Christmas parties, birthday parties and Easter celebrations I would hope he would be as livid as we are. He promised to call us back in 24 hours and it’s been two weeks and still no call. I contacted [redacted] again- she states a conference call is being held to discuss the issue. That is the last we hear of anything. So here we go again. I have contacted [redacted] from [redacted] and my husband has called [redacted]- no return calls.

We still do not have resolution. [redacted] is not responding to us, nor is Origins. Our kitchen has been unfinished for four months. This has truly been a horrible customer experience- we took our time researching companies, comparing prices and finding just the right look for our kitchen. I really regret not picking another company for this job. All we have been asking for is resolution!!!Desired Settlement: I want to be done with this company. They are NOT coming in my home again to perform yet ANOTHER job. I want to cut ties!!

Business

Response:

We have communicated with the customer directly. The customer's warranty claim with the manufactuer was denied, but we are seeing in what other way we can resolve this to the customer's satisfaction. Below is a copy of the last communication sent ot the customer (sent 4/21/15)[redacted]: I spoke with [redacted] yesterday. Here's theirreply: "The warranty coverage for this countertop is not ineffect as of now since the countertop has not been paid in full.However, as a good will gesture to you and your client, avisit was made by a sales representative to assist. The visit revealed no material defect….only cleaning issues. Island had marks that were removed.Marks between sink and cooktop were removed.Bar area ([redacted] bar pic) had smudges and grease marks. ---not resolved (Our NY tech can possibly visit in late May to resolve the issuewith other cleaning materials)."Looking at the pictures that they forwarded with the email,I really don't see anything that would be considered defective by quartzstandards. I'm sorry that you don't like this answer, but it's aprofessional opinion that from both Origins and [redacted]. I thinkyou'll have a hard finding someone that would have a different professionalopinion.[redacted] is willing to send their service tech to you toclean the bar top. The marks on the top (looking at the pics) really lookjust typical marks from use, similar to how my stainless steel appliances look(just like stainless steel, colors like this show fingerprints, smudges andgrease marks a lot easier than "busier" colors). Afterreviewing the pictures with [redacted] (I spoke with [redacted] theirwarranty specialist, and [redacted], their regional manager), [redacted] wouldconsider providing material to replace the bar top, and only as a good-willcustomer accommodation.The pictures of the seams that I've all seen look verygood. Looking at the overall picture of the kitchen I can't even locatethe seams (seams in granite and quartz are typically clearly visible from apx6-8' away). I will again defer to the Marble Institute ofAmerica standards, which I sent you the link to in a prior reply.So the bottom line is that:1. Origins can either (a) schedule a tech to clean your bartop (or [redacted] can clean the bar top) or (b) replace the bar top sectionat no cost to you.2. Origins can schedule a tech to reset any seams that arenot set to industry standards.3. If you decide to keep the countertop as-is, Origins willprovide a $750 credit to the cost of the project. Once the remainingbalance is paid, we will notify [redacted] that the project has been paid infull and your [redacted] warranty coverage will start. You may pursueany pursue further claims with [redacted] directly as they are not party toour settlement. Please note that the [redacted] warranty only applies toprojects that are paid in full, which, based on my conversation with themyesterday, is one reason that they have not provided you with a formal responseto your warranty claim. (http://www.[redacted]4. If these options are not acceptable, then Origins willprovide you a 100% refund for your countertop provided we can remove thecountertops. I don't feel this is in any way warranted, but I have noother options to offer.Any of the above would need to be accompanied by a mutual release.Please let me know how you'd like to proceed.

Consumer

Response:

Review: In August of 2013, Origins Granite installed granite countertop and a DuraGranit Chocolate sink in our kitchen. Included in the install of the sink was a disposal flange (part number: [redacted]), in the chocolate color to match our sink. However, when the plumber came to install the flange and hook up the disposal, he was unable to complete the job because he was unaware of how to do it (he thought the flange was too small for the opening). Thus, he took it back to the showroom. A few months later an employee, Ashley, contacted me to tell me that the plumber figured out how to install the flange. I asked her to schedule a time and day to complete the work. This appointment has yet to happen. Origins also closed their Mt. Lebanon/Bethel Park location so I have no local contact to visit in person. In the meantime, there have been several emails and phone calls made to Origins to resolve this issue. In November I obtained the phone number for the Regional Manager, Bob S[redacted]. We were in contact at first, but then he promised to find me the flange part and have it installed. I haven't been able to get ahold of him since; after repeated attempts via voice mail and picture text messaging of the disposal area with no flange on 7/29/15. This August has been 2 years and this simple thing is still not finished, when it is already PAID for!Desired Settlement: I would like the plumber to install the flange, that matches my sink in a timely fashion!

Business

Response:

Bob S[redacted] is no longer employed with Origins. I'm sorry that this has not been resolved. Chris in our customer service department will touch base with you next week. You can all reach Chris at ###-###-#### (this is our main phone number so you'll probably need to ask to speak with her depending on who picks up).That said, I think the issue you're having is that the flange rings don't work with some older disposers. Most current disposers (such as all [redacted]) allow for the use of a flange ring. The part simply snaps into the the metal disposer flange after the disposer is installed. Most plumbers know the system works, but some don't. If you can send Chris a picture of your disposer (under the sink) and metal flange (looking down into your sink) then she should be able to verify if the flange ring will work with your model. If it does then you can install it yourself without the need to get a plumber back out. If it doesn't then the only options would be to either upgrade your disposer to a current model (we have a 3/4 HP model available for $129 that works with that flange, but you would need a plumber to switch it out) or you can return the flange to one of our showrooms (Greensburg or Cranberry). Do you have a copy of your original contract indicating what you paid for the flange ring? Your project looks to be from 2013 so I don't have your breakdown available.Name:[redacted]

Review: I purchased A granite counter top for our kitchen and main floor powder room from Origins Granite in Greensburg that was to be installed on Tuesday February 18, 2014. When they came to install, the counters were beautiful, but they had mis-measured the height of the backsplash, which was 3/4" too high and wouldn't fit under our window (when the measurements were taken originally, both my wife and I had concerns that the measurements were wrong, but the technician assured us that it was correct), so they had to take the backsplash back to have it re-cut, no big deal. There was also a flaw/chip in the granite piece for our powder room on the edge where they had done the cut for our under mount sink. While the technician was there, he tried to fill it, but had no luck, and actually made it worse by dulling the granite around the chipped area. When they came back and installed the backsplash the following Monday (Feb. 24), I had to work and my father was on site for the installation. During the install of the backsplash, he chipped the top of the counter top. I called again, and they came out and filled the chip he had put in, and also attempted to fill the sink chip again, but he had no luck. He did buff the counter where he had dulled it, and it's better than it was, but still not right, and I still have the chip in the sink basin area, while the rough edge is smoothed out, it still is very noticeable. I told the tech I wasn't happy and wanted something to be done. He took several pictures and said his district manager, [redacted], would be in touch with me later that day. I never heard from [redacted], so I called the next day, and the girl I spoke with again said [redacted] would be in touch. To make a long story short, I spoke with [redacted] finally on Tuesday March 18th, and he asked that I give him till Thursday the 20th to research the incident which he claimed to have no knowledge of, I have yet to hear back from [redacted] despite 3 follow-up calls to his personal cell phone which he gave me.Desired Settlement: While the counter itself is what we wanted, the multiple call backs and attempted repairs by Origins Has caused much stress and wasted time for my wife and I. I don't want the sink counter replaced, as we have had it plummed in, but I feel I should receive a refund for both the flaw in our sink, and the multiple attempts it took for Origins to repair, and the poor customer service from District Manager [redacted]. I'm not asking for a full refund, but I feel a minimum of 25% or about $750.00 is fair.

Business

Response:

Review: I ordered granite for my kitchen and was told for an extra $1,500. I would have a full piece of granite for the counter wher my cook top is, instead of granite that is separate pieces connected under the cook top by a bridge. I paid the extra $1,500. They installed separate peices anyway. I was told I woudl get a refund of the $1,500. The company took almost a month to respond to repeated calls and now say that the refund was NOT APPROVED.The other option to resolve this would be to tear out the granite and install a single slab, like I paid for, however I do not trust that a new slab, even if they gave me one would look the same as the rest of the kitchen counters and island. I can not trust anything they say. I have gotten the run around since the granite was installed on Feburary 25th.Desired Settlement: Reimbursement of the $1,500.00

Business

Response:

Mrs. [redacted] purchased a countertop trough our Cranberry showroom on February 4, 2015. The countertop included a kitchen and a vanity and was priced at $5460. Price was based on the project needing one full slab ($2500) and one half slab ($1500) plus sinks / cutouts / removal. During the purchase process the customer approved a seam layout that indicated that the cooktop section would be bridged (meaning that it would have small seams on the left and right side of the cooktops; this is a norm for how we handle cooktop cutouts). The project was cut as per the approved layout.At installation (or shortly after) Mrs. [redacted] indicated that she wanted the cooktop section to be cut without the bridge seams and instead wanted it seamless. Mrs. [redacted] was also under the impression that the $1500 she had paid on the contract was to make the cooktop section seamless. We reviewed the contract and layouts and confirmed that the countertop was cut as per the layout Mrs. [redacted] approved and that there was no indication anywhere that a special request was made to cut the cooktop section without the bridge seams.We also checked to see if there was a way that the project could have been completed on one slab, and verified that even with alternate layouts there was no way to fit the layout on a single slab and that the second slab was necessary even if alternate layouts were tried.The overall project looks excellent. The countertop fits correctly and the seams are nearly invisible (a point that our company prides itself).Although there is nothing in our records that indicates that this was an error, Origins offered to replace the cooktop section without bridges as a customer good-will accomodation. Mrs. [redacted] declined that offer and has requested that we refund the "$1500 that she paid extra to make the cooktop without bridge seams". We have informed Mrs. [redacted] that we could not refund her $1500 because the project legitemately required more than one slab of material.We are willing offer Mrs. [redacted] $500 as a final resolution to this matter, specifically with the understanding that this is being offered as a customer good-will offer.I have attached that sales documents, signed by Mrs. [redacted], that show what was purchased and approved by Mrs. [redacted], as well as photographs from the original installation.

Review: I purchased a granite countertop, paid for it in full, $3,500.00 and they installed the wrong granite. Iwent to the company and spoke to second from the boss, Bob. He acted like he would make it right. He said the granite I chose in the show room was discontinued and should not have been sold to me in the first place. I had picked a brown/tan granite called Giallo Amarillo. I had a greenish gray put in my kitchen called Giallo Verona. Bob dropped off two other brown samples he thought I may like to replace with after I texted him a few times. I have not heard back from him. I have again texted him over the last two weeks and hear nothing back. It is impossible to call the business. they send me to VM and they do not return the calls. Bob said the designer I had originally spoke to, that sold me the granite, never came back from vacation. I want to know who chose the granite ended up with. now I am not hearing back from anyone.Desired Settlement: I would like the granite I chose or something close to the color layed professionally in my kitchen and a plumber to plumb it as I had also payed for this the first time.

Business

Response:

The color that was selected is what was installed. The designer that was working with this project is no longer employed with Origins. However when the job was sold the designer sent in the a photo of the sample that the customer approved as part of her order documents. The countertop is installed and looks beautiful. I'm really sorry but short of replacing the countertop with a different color (which we would be willing to do at 50% off retail as customer good-will), there's nothing else we can do.

Consumer

Response:

Review: Origins Granite partially installed our granite countertops in the beginning of July (was not complete at the time due to a design team mistake on their part, and an error in cutting our island portion to the wrong size, despite measurements being taken by their staff on two separate occasions). At that time, they left the slab of granite on our island (unattached), and they would call us to resolve the issue. A few business days went by without a phone call, or any communication from them. I called their offices multiple times, and left multiple messages for different people, without a call back. Finally, [redacted], a Regional Sales guy, called me and wanted to set up an appointment to come to our home to speak to my wife and I. [redacted] came and reported that they made a mistake, and said there is no way to fix the problem (without totally redoing our island area, which was done by a different contractor at a high price); he called the owner on site, and sent the owner pictures off of his cell phone of their mistake. After speaking with the owner, [redacted] hung up, and verbally provided us with 3 options: 1. Fix it with a steel plate under the entire island (which would require moving the island trim, etc)2. Cash out offer ($1,000 plus the $70 a piece for 3 hidden brackets that we paid for in advance), or 3. Backsplash with a reasonable amount of money for the tile (that you would install at no extra cost). We chose the cash back option, which included $1,000 refund for their mistake, as well as $210 refund we paid for hidden metal brackets that were never installed. After this, they agreed that they would pay us this back, and have their folks come finish the installation of the island area. On 7/24/14, they fixed a seam that was not properly done, repaired some chips, and completed the island. After waiting over a week for the refund, they reported that they cannot give us the refund!!!! Despite many messages and emails, they are not returning our calls/messages and are avoiding my wife and I.Desired Settlement: My wife and I want want Origins Granite verbally agreed to: $1,000 refund for their mistake, in addition to a $210 for reimbursement of costs that we paid them (for hidden metal brackets that they never installed). This was agreed upon verbally by two people including [redacted], the Regional Sales Guy, and [redacted] in their office. They both, on separate occasions and days admitted to me that they agreed to pay this cost back to us, but yet, they have not yet done so.

Business

Response:

We have been in contact with Mr. [redacted]. They originally wanted the island piece of granite remade as it is a little shorter than expected.

Review: I purchased granite for my bathroom vanity from Origins. I was told it would take 2 weeks, one for them to measure and one for them to get it in and install it. Their coordinating service to set up the measurements was terrible. They finally measured it and took longer than expected to be installed. Upon installation the holes were not drilled right and they had to order a new piece and re drill it. After the final removal of the first piece of granite and the installation of the new granite, I noticed they cracked my vanity. I went to the show room with pictures and filed a complaint. The gentleman who took my pictures and submitted my complaint stated I said it was scratched not cracked, when clearly it is cracked. I was told I would receive a call and a solution the following week. After no response, I went back to the showroom where I was told it was a customer service issue and someone would call me. the sales person emailed customer service and copied me. Customer service replied saying they left me a message and I never returned their call, which is not true as they never called me. I replied back stating this and that I want refunded for my new vanity cabinet or a new cabinet.Desired Settlement: I am expecting for Origins to refund the cost of my vanity. It was a new vanity that I purchased for this granite and the vessel sink. It was new out of the box and now is cracked. I would also like some money off my total granite bill for all the hassle and run around they have gave me.

Review: I purchased my granite on June 6, and paid 2,697.00 with Origins Granite. I contacted Rachel T[redacted] on Sept 22 via email to advise our kitchen was installed and we were ready for the company to send someone out to measure for counters. She then referred me to Jennifer R[redacted] in the Charleston, WV office where we purchased the granite. Jennifer emailed me and advised they would have someone out on Friday, Sept 1st and I responded again via email that worked for us. On Friday,Oct 1st they did not show up, I did contact Jennifer in concern as to why no one had been out, she explained she never received a confirmation with me. I assured her I did respond via email and sent her a copy showing where I did. She had to reschedule for Wednesday, Oct 6th, I was upset because I was afraid this would push us out longer she advised it would not. Once the measurements were in she contacted me via email and advised installers would be there Oct 13th at 9:00am. Jennifer called me Tuesday morning and advised me there was a defect in my counter tops. She explained there were big black spots approximately the size of quarters on the granite and before she sent installers out she needed to be sure that was alright with me. I advised her it was not, I didn't want the spots and that she would have to reorder and I would be without a counter top for an additional week. She was supposed to call me back with a date as to when they would reschedule or what would happen, she advised that it would be a full week the following Wed, Oct 21. I explained to her this was a huge inconvenience for us due to the fact we have a 5 month old and are living in the house with zero counter/sink/stove. She explained they would deduct 265.00 which was an overage for additional measurement because it ended up being more square footage than the contract we signed 6 months ago since we changed our layout in July which I have documentation from our rep that did our cabinets. I agreed to that and waited for the install. On Monday, Oct 19th I contacted her via email making sure we were still on the schedule for Wed, Oct 21st she advised they would be there in the morning. On Wed, Oct 21st I contacted my contractor at 1:30pm, he advised no one had been out yet. I then emailed Jennifer due to being at work as to why no one had been on site. I then contacted her via phone at 2:00pm to see why the installer were NOT there and that my contractor leaves at 4pm. She said that they should have been there and don't know why they weren't. She then contacted the installers and advised they would be there in 40 minutes. My contractor stated that they got there approximately at 3:50 and they were leaving, they stuck around till 4:15pm and then left. The installers were in my home with NO ONE there for over 2 hours, until my father and husband showed up at right about 6:00pm. Upon arrival they stated my island should have had supports on it , so they added theirs to it. This was never consulted to me by Jennifer or anyone so they had supports added without asking or calling me. Because again no one was home for them to consult with. They then placed the granite on my other counter where sink goes, however the measurements were INCORRECT so they were not able to install my sink at this time and I would have to wait until Friday. They were there until 8:00pm, I was extremely upset and explained to Jennifer. The installers (Luke M[redacted]) advised me that I was never on the schedule for today like Jennifer R[redacted] advised I was. The initial person who came out to measure on Oct 6th did not do it correctly, therefore the installers were not able to place my sink. They advised they would have to come back on Friday, Oct 23rd because they were unable to do anything due to the measurements being incorrect. First off no one should have been in my home without someone present, secondly I am still without a sink and stove at this point still and its' been over a week. I advised I should receive some type of compensation due to the inconvenience and issues that I had. Jennifer explained to me that since they added the supports to my island that was about 400.00 and they wouldn't be able to do anything else. Like I explained her previously I was never consulted about the supports or I would have had my contractor or husband add those but since no one contacted me I shouldn't have to accept that as a compensation. I have asked for the owner Peter K[redacted] to contact me, she advised she would try to call him and reach out to me but he was a hard person to reach and wouldn't call me back, I called again on Thursday without a response again. I found Peter's number on a webiste and called twice leaving 2 voicemails with zero response. On Friday, Oct 23rd she advised they would be there approximately 9am and didn’t get to location until after 11am. When the installers arrived they had to actually CUT my granite that is supposed to be one solid piece. They cut on it 3 different times, even removing the front part of the granite where the sink base goes using adhesive to put it back together, in doing this they added shims under my cabinets and have nailed, glued and everything to cabinets. I have pictures of the install and the way they cut the granite is very poor and should NEVER have been cut in the home, it is supposed to be cut and measured correctly at the manufacturer. There is gaps between the granite, deep cuts, the backsplash is uneven as well. (pictures included) I still at this point was unable to install a sink and needed to wait another 24 hours. I advised installers and Jennifer I would NOT sign any paperwork until I spoke with owner. Jennifer R[redacted] advised no compensation would be given that they "made it right" and the owner sends his deepest apologies but would NOT contact me. I have still been reaching out to Jennifer in regards to a call back from the owner and they will not contact me back. On Oct 26th, I had my husband reach out to Peter one additional time explaining that if he did not contact me back we were going to go to the attorney general and speak with an attorney regarding this issue. Within 30 minutes he returned a call to my cell phone and I explained the situation. Since then we have been going back n forth via email in regards to my install and the issues I have had. The original paperwork I have does NOT show that there should be bridges for my drop in sink, it doesn’t state that at all, he said that it would have to be because it’s over 130” but it was never brought to my attention prior. Again we did a layout change in July and Jennifer knew this but never felt the need to explain any of this to me. The initial cut out was for an undermount sink and it was clear I had a DROP in sink, if I would do a undermount there would not be 4 cut outs, I explained I may have went that route again if it was explained to me and If I would have known this when I changed the layout . I showed him pictures of the poor install, uneven backsplash, damage to cabinets and the fact that the front bridge was loose. His argument is that it doesn’t matter if there are uneven edges, cracks because the sink covers this and his installers installed my sink, and that if we removed it we would have been the person to have broken it. That is incorrect; my contractors were on site as well as myself and husband during the time. The installers did a “dryfit” and may have taken a picture showing it was installed however I still did NOT have a sink after they left. These pictures are not plausible and show what a poor business they are running by being so deceitful. I never signed off on any of the paperwork to show I was satisified with the work. I was advised that since the epoxy was wet not to set the sink and wait an additional 24 hours. I contacted the owner several times and he stopped responding so I am reaching out for further help.Desired Settlement: I feel due to the inconvenience, unsatisfactory work, and poor business ethics on behalf of the company and owner that half of the amount be refunded for the sink portion of 1,348.50 and an entire new slab of granite with an undermount sink provided by Origins be replaced. I am stating this because per the owner Peter the was the primary issue with the cuts since I had a drop in sink vs an undermount.

Business

Response:

Thank you for

contacting me regarding this matter. Please find below our response to

the complaint.SUMMARYMrs. [redacted]

purchased a granite countertop from Origins Granite Charleston, LLC (“Origins”)

on 6-2-2015 for $2697. Due to new cabinets being installed, the customer

was not ready for measure until October 2015. The measure was completed

on 10-7-15. The countertop was delivered and installed on 10-21-15.

A no-charge service was performed on 10-23-15 to enlarge the sink cutout, at

which time the project was completed.Mrs. [redacted] has

voiced her dissatisfaction with the scheduling of some of the appointments.

Origins acknowledges that there were some schedule changes that resulted in the

completion being delayed slightly beyond the original expected completion,

although the timeframes in which the work was completed is within the terms of

the contract. The main point of

the dispute pertains to the seams on sink section of the countertop. The

project was initiated with an undermount sink, although the countertop design

went through several changes and Mrs. [redacted] ultimately opted for a drop-in

sink, which requires bridge seams around the cutout (as opposed to a

full-length seam that would have been required if the customer opted for the

undermount sink). Mrs. [redacted] purchased the sink from another

vendor. Mrs. [redacted] alleges that she was not told that there would be

bridge seams around the drop-in sink and feels that the cutout was not done

correctly. Origins has reviewed the complaint and acknowledges that the

cutout was initially made too small for her sink, although this was ultimately

addressed on a no-charge service call during which the sunk cutout was

enlarged. After careful

review of the case, Origins has determined that:..The countertops were fabricated and installed in the material that was ordered..The work is done in accordance with the contract and industry standards...The layout sent to Mrs. [redacted] via email prior to fabrication of the granite, which Mrs. [redacted] approved, shows the bridge seams...The sink cutout has been adjusted and is correct...After the installation was complete, one of the seams on the countertop separated when the drop-in sink was removed. The parties have attempted to agree on a resolution but have not been able to reach a settlement agreeable to all parties involved.Origins is willing

to work with customer to find a fair and reasonable solution and has offered

the following (the offer remains open, should Mrs. [redacted] decide to accept it):Origins will either

(a) repair the separated seam at no cost to the customer or (b) replace the

sink portion of the countertop with new granite with a polished undermount sink

cutout (which Mrs. [redacted] indicated she now wants since it will not require the

bridge seams that her current drop-in sink requires) at no expense to the

customer provided that the client (i) purchases an undermount sink from

Origins, (ii) pays for the undermount cutout and mounting fee (which is

required for any undermount sink) and (iii) the parties sign a settlement and

release that indicates this as the final and satisfactory resolution of the

issues.Mrs. [redacted] agrees that she purchased the countertop with a drop-in cutout and provided her own sink but she doesn't like the way this part of her countertop turned out. Although there is nothing wrong with that countertop section (it was made and installed as ordered by Mrs. [redacted]), Origins has offered to remake it at no cost to Mrs. [redacted] with a different sink and cutout (undermount rather than a drop-in). Mrs. [redacted]'s request that Origins also provide a free sink ($379 cost) and a free undermount cutout/mounting ($289) is not reasonable as neither were part of her original purchase.ADDITIONAL

INFORMATION AND RESPONSESAs it pertains to

the Mrs. [redacted]’s complaint pertaining to scheduling and delays, Origins

disagrees with Mrs. [redacted] assertions. SCHEDULING /

TIMEFRAMESAccording to our

scheduling system, Mrs. [redacted] notified us that she was ready for measure and an

initial measure appointment was offered for 10-01- 2015. This appointment

was not confirmed and we emailed Mrs. [redacted] on 9-30-2015 and offered another

measure appointment for 10-02-2015. We ultimately spoke to Mrs. [redacted] on

10-01-2015 and confirmed a measure appointment for 10-06-2015. The

measure was completed as scheduled. Mrs. [redacted] was

given a tentative install date of 10-14-2015. The install date was

rescheduled for 10-21-15 after Mrs. [redacted] rejected the first layout sent to

her via email. Mrs. [redacted]’s decision to reject the layout was because of

several darker spots in the stone that she felt were defects. Origins

provided Mrs. [redacted] with a second layout on a different slab that she approved

and which was used for the final countertop. The installation was

completed on 10-21-15 as scheduled, although a subsequent service call was

performed to enlarge the sink cutout on 10-23-15.The contract, which

Mrs. [redacted] signed, states “Once the job is released for production, the

normal time until completion is 2 weeks. However, depending upon our workflow

and schedules your actual time required may vary.” The work was

completed within the terms indicated in the contract.PRODUCT QUALITYMrs. [redacted] alleges

that the first layout she was sent to her for approval was on sub-standard

material. Although this is a moot point since the material was ultimately

returned to our vendor and a new slab substituted (which Mrs. [redacted] approved),

Origins states for the record that both the first and second slab were

purchased as “first quality” material from our vendor. Moreover, it is

not uncommon for granite to have some variation in color and pattern, which is

why Origins normally provides customers with a virtual layout to approve prior

to their countertop being cut. The contract between Origins and Mrs.

[redacted] specifically covers natural characteristics and states: “Granite is a

Natural Material Granite is made by nature. Therefore, color and

pattern variations can occur within the same slab of stone. Also, you may

notice tiny holes, indentations or fissures that will be in the granite.

This is normal as it is real stone from the earth.” SEAM PLACEMENT AND BRIDGE

SEAMSMrs. [redacted] alleges

that she was expecting the sink section of her countertop to be without any

seams. This is contradictory to the mesurerer’s drawings that indicate

that a seam would be required due to the length of the sink run.

Furthermore, Origins provided Mrs. [redacted] with two virtual layouts that showed

the countertop with the bridge seams (Mrs. [redacted] rejected the first layout due

to the darker spots on the granite and accepted the second layout).

Granite slabs are normally 110” - 115” long, so having a piece that is 130”

long with no seams is not possible.INSTALLER’S ARRIVAL

TIMEMrs. [redacted] alleges

that our installer should not have been working in her home without her (or

someone she was comfortable being there) present. Although Origins

encourages customers to be on site for the measure and installation, it is not

uncommon for our installers to be left at the jobsite alone during the

work. On 10-7-2015, Mrs. [redacted] sent Origins an email to confirm the

measure appointment for later that day and in this email stated “My contractor

typically leaves at 330 if no one is there please allow him to let himself in

to measure”. The email indicates that she did not need to be home for our

employees to enter. On the install appointment, Mrs. [redacted]’s contractor,

who was working in the home alone with no one else present, provided our

installers access to the jobsite. Although the contractor had to leave,

he notified the client and Mrs. [redacted]’s farther in law (or possibly father) arrived

shortly after and was present when our installer continued to work.CUTTING / FIELD

MODIFICATIONSMrs. [redacted] alleges

that it was improper for Origins’ installers to make cuts and modifications to

her granite countertop in her home. Cutting and modifying of the granite

countertop at the jobsite is not uncommon our installers are trained and

equipped to do so. Our contract specifically states: “Installation and

Cutting of Granite on Location: It is not uncommon for installers to make

some adjustments and modifications during installation and you should expect

some dust to be created during this process. Although we attempt to

minimize the dust, customers are encouraged to hang plastic sheeting,

particularly if you have an open floorplan. The installer will try to

minimize the dust and will clean the countertops and floors after the

installation. The detailed cleaning other than the countertop will be the

customer’s responsibility. Removing and replacing a countertop is a major

project, and customers are asked to remember that this is a “construction

zone”. For the safety of your installers please have all pets and

children placed safely away from the construction area. Please have the

area where the installers are bringing in the granite countertops clear of any

furniture and/or rugs”. FOLLOWUPMrs. [redacted] alleges

that Origins has been non-responsive in reaching and has been unwilling to work

with her towards a resolution. This is inaccurate. Peter

K[redacted], the owner of the company, Debra S[redacted] in our scheduling department

and Jennifer R[redacted], our regional manager, have all been in contact with Ms.

[redacted] since October 23, 2015. Origins has made several calls in an

effort to schedule the service reset a seam (which Mrs. [redacted] reported was separated

several days after the last service where the sink cutout was modified).

Ms. [redacted] did not return any of these calls. Peter K[redacted] has

exchanged several emails with Mrs. [redacted] and attempted to speak with Mrs.

[redacted] in an effort to reach a resolution, but Mrs. [redacted] indicated via email

on 10-27-2015 that “At this point I would prefer written communication as a

means of resolution. I am unhappy in the quality of service and responses I

have received thus far and would like to have a written record henceforth of

everything that takes place.” There were over a dozen emails between

the parties in an effort to reach a resolution. The lack of a resolution

is not due to lack of effort or lack of communication, but rather because the

parties have not been able to agree on a fair and reasonable settlement.CONCLUSIONOrigins has

delivered and installed the countertop ordered by Mrs. [redacted] as per the

contract and requests that this case be closed. Sincerely, Origins Granite

Charleston, LLCPeter K[redacted]Managing Member

Review: I HAVE NO SINK!! I PAID $400 MORE TO GO WITH THIS COMPANY AFTER I WAS TOLD THEY WOULD PUT IN GRANITE COUNTER TOP -ONE SLAB GRANITE- ONE SEAM- WITH-IN 2 WKS THEIR INSTALLERS BROKE THE ORIGINAL PIECE OF GRANITE THE OWNER [redacted]??? (WON'T LET ME TALK TALK WITH HIM)SENT A REPLACEMENT FROM ANOTHER SLAB THAT DOES NOT MATCH BESIDE THE 2 REPS HE SENT OUT WHO SAID THE WHOLE THING WAS ALSO MEASURED INCORRECTLY(2 INCH ISSUE) -(MAKING A TOTAL OF 4 OF HIS EMPLOYEES AGREEING) AND IT WAS A DIFF PIECE OF GRANITE IT HAS BEEN 3 MONTHS [redacted] HAS MY MONEY AND HAS IGNORED THE EMPLOYEES ADVICE-EVEN TELLING THE ORIGNIAL SALEWOMAN -"IF YOU WANT HER TO HAVE A NEW COUNTER YOU BUY IT FOR HER" THEY HAVE OFFERED TO PUT ANOTHER BACK SPLASH PIECE TO HIDE THE GAP BETWEEN THE WALL & COUNTER BUT I WANT THE ENTIRE JOB RE-MEASURED BY A COMPETENT PERSON AND A NEW ONE SLAB TOP WITH-IN A 2 WEEK TIME PERIOD I HAVE DONE EVERYTHING TO ACCOMMODATE [redacted] AND I AM 71 YEARS OLD GOING UP/DOWN 2 FLIGHTS OF STAIR TO WASH DISHES, EMPTY SCALDING HOT SPAG PANS AND GET WATER I WAS ABLE TO LEAVE A VOICE MAIL BUT TRYING TO ASK HIM TO DO THE RIGHT THING BUT HE IS SO UN-PROFESSIONAL I AM NOT A SATISFIED CUSTOMER AS HIS WEB SITE ADVERTISES PLEASE HELP ME GET A SINK AND THE COUNTER I WAS PROMISED I AM EXTREMELY DEPRESSED BY THIS AND STRESSED BY MY LIVING CONDITIONS [redacted] NOR HIS MANAGER [redacted] (WHO ALSO CAME OUT AND AGREED THE JOB NEEDED TOTALLY RE-DONE NEVER RETURN CALLS OR MAKE ANY EFFORT TO RESOLVE THIS ISSUE ORIGINS HAS BASICALLY TURNED THEIR BACK ON ME AND JUST ARE WAITING FOR ME TO GO AWAY THINKING I AM OLD AND ALONE I WILL NOT FIGHT THEM I AM NOT GOING AWAYDesired Settlement: I WANT A BRAND NEW SLAB OF GRANITE THAT I AGREE ON -SAME AS ORIGINAL (IF NOT AVAILABLE -ONE GRADE UP AT [redacted]'S COST) ONE MICRO SEAM WITH-IN 2 WEEK TIME PERIOD I WANT IT RE-MEASURED AND DONE CORRECTLY I WANT COMMUNICATION TO ME FROM THEM ([redacted], [redacted],[redacted]) AND BETWEEN THEM AND THEIR EMPLOYEES SO ALL ON BOARD KNOW THE CHANGES AND WHAT I EXPECT HIS BEST PEOPLE NEED TO MEASURE ([redacted])/INSTALL COUNTER ([redacted]) I DON'T WANT WAITING GAMES AND I WANT WHAT I WAS PROMISED IN THE FIRST PLACE

Business

Response:

We installed a countertop for the customer on 7/11/13. At that time Mrs. [redacted] accepted the product and rated the work done as 11+ on a scale of 1 to 11 (see attached “[redacted] Completion.jpg”) and signed off a Job Completion and Damage Waiver (see attached “[redacted] Job Completion and Damage Waiver.jpg”). The sink was installed at that time (see attached "[redacted] Pictures.jpg”).

The customer subsequently complained that (a) she had no sink, (b) that the color of the stone didn’t match at the seam and (c) that the notch for her range didn’t look finished.

In regards to (a), we informed the customer that plumbing reconnect was not part of the contract and she agreed.

In regards to (b), we inspected the color match at the seam and found it to be typical for natural stone. Overall the seam quality is excellent and the only visible difference in the granite at the seam being the grain pattern and no visible color difference. We informed Mrs. [redacted] that the grain pattern difference was typical for natural stone, particularly since the size of her pieces of stone required the stone to both pieces to be cut lengthwise on the slab but seamed cross-grain. The customer requested that the countertop be replaced. Since there were no issues with the product or workmanship we informed Mrs. [redacted] that we would not be willing replace the countertop at no cost.

In regards to (c), we offered to send a technician to re-polish the notch around her range. The customer declined, citing her unwillingness to accept anything than a full replacement to address complaint (b). Since the customer declined any other action, the complaint was closed on our end.

Overall the countertop was provided as per the contract and is well within industry standards. A summary of industry standards can be found on the Marble Institute of America website (link: http://www.marble-institute.com/pdfs/homeownersconsumer_countertop.pdf).

Sincerely,

[redacted] Regional Manager

Consumer

Response: