River City Granite & Stone Works LLC

I would like to warn everyone that even considers hiring this company to install granite in their home not to do so I have never had such a horrible experience in my life It sickens me to see their advertisements and realized that someone may be duped by this company as I wasThe owner, "Granite Daddy" advised that the entire job would be completed in one day and at the very most two days The original install was set for 12:on a weekday, they showed up at 4:pm By 9:that evening I told them that they would have to leave and come back the next day When I inspected the granite in the the morning, I saw that they had installed two different colors of granite in the kitchen The granite surrounding the stove was different than the granite around the sink areaThe piece of granite that was supposed to cover the breakfast bar was cut incorrectly so they advised that they would have to have another piece cut I was told by "Granite Daddy" that the breakfast bar granite would be one piece so as not to have a seam When they returned a week later, the new piece was not new at all They cut the original piece of granite to make it fit so there was a rough jagged seam where the two pieces met "Granite Daddy's" son admitted that it looked terrible and he would talk to his father about replacing it with an etirely new piece Well needless to say, they never replaced the two unsightly pieces so I now have a breakfast bar that look like I installed it myself They also cut tile from my backsplash in order to fit the back and side pieces around the counters They kept telling me that the side pieces were in the truck, but oddly they never brought them in and never installed them Finally, after approximately two months, "Granite Daddy's" son made an appointment to finish the job He was going to bring a new piece for the breakfast bar, the back piece, the side piece and tile to replace the tile they messed up when they cut it from my wall He was to arrive on a Saturday at noon He never called and I have never heard from them since I wrote letters, I called and then finally disputed my charges with discover River City told discover that they tried to finish the job but I would not answer the door The people involved with this company are dishonest and frightening They not only lie to the customers but they lie to each other I have called other companys to try and have the mess River City Granite made in my home and have been told this happens to people that hire River City Granite on a regular basis Please don't be duped by "Granite Daddy" and his so called "designer." They are simply [redacted] !!!!!! Also, investigate "Granite Daddy's" background on-line before you make an appointment and allow him into your home

Initial Business Response / [redacted] (1000, 11, 2014/10/07) */ We had been in touch with the customer the entire time, it just may not been as much as they would have preferredWe sent someone out to assess the situation, he determined that there was indeed a crack, this crack was not there upon installHe measured the cracked piece for replacement, even though it was done after installationGranite is natural stone and varies in hues and movement, we did not have the granite to match, and none of our warehouses did, the best we could do was wait for different shipments from over seas to see if a match would come inSince it was looking as if we were not going to have any luck, the owner offered to replace the entire kitchen, we sent them to pick out their slabsThe clients did not want to go this route as they had tile backsplash installed after the granite was installed and did not want to chance having to replace tiles if damaged during tear out of graniteWe sent one of our guys, who has 20+ yrs experience to repair the crack, we also offered them a year warranty to either repair or replace the graniteWe do not know how the crack happened, it was not present upon installation, but because we hold ourselves to high standards of customer service, we are going above and beyond to satisfy this customerThe customer has stated that they wanted a refund of some monies as well as the warranty, we will not be refunding any money as we are already giving them a yr warranty that we do not offer, and have done this to satisfy then Thank you

All I have to say about River City granite is that they did a perfect job, so impressed & I love my new kitchenit's nice to see a company do it right and do it right the first time

Initial Business Response /* (1000, 5, 2015/12/16) */
Granite is natural stone therefor it may have unexpected characteristics and color variations, we fabricate around these areas to the best of our abilitiesWe do not refund or fabricate additional granite due to this dissatisfaction
This is explained and noted on the contract (line 7) that the clients sign acknowledging this disclaimerThis was also explained when we went out to seal the granite

Initial Business Response /* (1000, 5, 2014/12/01) */
Mr*** contacted us a few days after installation about the concerns he had regarding the floor being scratched, the cook top being cut out crooked, hole in couch, and informed us of the tear out crew using his toolsWhen Mr
*** called, we had informed him that we were incredibly booked up due to meeting our clients needs before ThanksgivingWe asked him to bear with us as we tried to fit him into the busy schedule to assess the situationHe agreed, stating it was not an emergency and he understoodMr*** stated the tear out crew had to use his tools, he offered the tool to the crew to help remove a stubborn top unusually connected to a bread boxHe made no remark to the men about his blade being ruined, he was also in the room with them during the entire process of tear out and installation and did not witness any damage being done to the couch, it was only after install was complete the wife noticed a holeHe also did not make any remarks to either crew about scratching the floor, they did put a small hole in the wall during removal of the old tops, but as stated in our contract that he initialed, although we take great care we are not responsible for any damage to surrounding areas that may occur during the removal and installation processMr*** states here that we cut the cook top hole 1/2" larger than specs he provided off the computer, if the cooktop was present as required, we would have been able to make sure the cook top was cut according to size, and placed in the top to confirmA trim kit would not be needed if the cook top was presentAs always, we want to have satisfies customers, so we are scheduled to go to his home and assess the situation
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In regards to the scratch in the floor, the floor was covered in Granite dust and was not visible until we cleaned the floorThe couch was covered with a sheet and it was pointed out to *** during installationI called the office before installation and the woman I talked to said the spec sheet from the installation is all we need since the stove top had not arrived, after the meeting we had 21/2/it was discovered the hole was cut larger that the outside measurements and the measurements would have worked from the spec sheet that was provided to the installersThe blade was not a big deal only costs $the point is they arrived without toolsThe person I talked to gave us $to cover the $cook topThought we were dealing with a competent honest company, guess we were wrong
Final Business Response /* (1000, 10, 2014/12/03) */
We went to his house yesterdayWe came to an agreement with himHe is satisfied now
Consumer Response /* (3000, 18, 2014/12/11) */
The company was supposed to send me an additional $to go with other other $they paid to cover the cost of the trim kitStill have not received the $check
Consumer Response /* (3000, 21, 2014/12/15) */
received and additional $check from River City Granite, which was more than I requested, this case is settled as far as I am concerned

Initial Business Response /* (1000, 5, 2015/12/16) */
Granite is natural stone therefor it may have unexpected characteristics and color variations, we fabricate around these areas to the best of our abilitiesWe do not refund or fabricate additional granite due to this dissatisfactionThis is
explained and noted on the contract (line 7) that the clients sign acknowledging this disclaimerThis was also explained when we went out to seal the granite

We are very satisfied with our experience with River City GraniteEveryone we dealt with during the process was friendly and professionalWe signed the contract, picked out our slab, had final measurements taken, and our counter tops were installed and sealed within a weekWe had what they called "a small job", which may be how they were able to fit us into the schedule so quicklyRegardless, it worked out perfectly for us and we are very happy with the overall experience

I would like to warn everyone that even considers hiring this company to install granite in their home not to do so. I have never had such a horrible experience in my life. It sickens me to see their advertisements and realized that someone may be duped by this company as I was. The owner, "Granite Daddy" advised that the entire job would be completed in one day and at the very most two days. The original install was set for 12:00 on a weekday, they showed up at 4:30 pm. By 9:30 that evening I told them that they would have to leave and come back the next day. When I inspected the granite in the the morning, I saw that they had installed two different colors of granite in the kitchen. The granite surrounding the stove was different than the granite around the sink area. The piece of granite that was supposed to cover the breakfast bar was cut incorrectly so they advised that they would have to have another piece cut. I was told by "Granite Daddy" that the breakfast bar granite would be one piece so as not to have a seam. When they returned a week later, the new piece was not new at all. They cut the original piece of granite to make it fit so there was a rough jagged seam where the two pieces met. "Granite Daddy's" son admitted that it looked terrible and he would talk to his father about replacing it with an etirely new piece. Well needless to say, they never replaced the two unsightly pieces so I now have a breakfast bar that look like I installed it myself. They also cut tile from my backsplash in order to fit the back and side pieces around the counters. They kept telling me that the side pieces were in the truck, but oddly they never brought them in and never installed them. Finally, after approximately two months, "Granite Daddy's" son made an appointment to finish the job. He was going to bring a new piece for the breakfast bar, the back piece, the side piece and tile to replace the tile they messed up when they cut it from my wall. He was to arrive on a Saturday at noon. He never called and I have never heard from them since. I wrote letters, I called and then finally disputed my charges with discover. River City told discover that they tried to finish the job but I would not answer the door. The people involved with this company are dishonest and frightening. They not only lie to the customers but they lie to each other. I have called other companys to try and have the mess River City Granite made in my home and have been told this happens to people that hire River City Granite on a regular basis. Please don't be duped by "Granite Daddy" and his so called "designer." They are simply [redacted]!!!!!! Also, investigate "Granite Daddy's" background on-line before you make an appointment and allow him into your home.

Initial Business Response /* (1000, 5, 2015/02/24) */
We are very surprised by this complaint, considering we have been contracted by this client multiple times. We have completed our work with this client over 8 months ago, the first job was completed over a year ago, and have not heard...

from them until now. They previously had granite installed in their home and was not happy with the prior company, so they contracted us to remove and install new granite. There was an error made when fabricating the granite and the seam was not placed were the customer specified, we immediately refabricated a new piece of granite to put the seam in her desired location. We did template her angled top multiple times to ensure the cut as we had changed persons who template. We worked around her schedule and vacations to install the granite and even stored her old granite to refabricate to use in another area when it was ready. We have been out there numerous times because we has numerous jobs or to fix anything she had a dislike for. [redacted] installed her kitchen, she never complained about the seam to us or him.We are surprised by this complaint as we were under the impression that the client was happy with the completed project as she signed off on a customer satisfaction sheet stating so. We use one kind of glue to install all our jobs, we do not have an answer as to why the vanity sink fell 2 days after install, we did get out there to fix the problem as soon as she called and was available. We are very grateful that no one was hurt when the bar top came down, although we do not know the circumstances surrounding that issue, if there was misuse etc. we reinforced the bar top. We were always in touch with the client, the phone calls were never ignored, according to the client, we were out there 12 times, service calls get scheduled through the office. She has stated that she would like for us to pay for her damaged floors, if we had damaged them upon installation we would have paid for the floor to be fixed, the bar top was installed properly with the correct amount of support.
Initial Consumer Rebuttal /* (3000, 12, 2015/02/25) */
[redacted]Document Attached[redacted]
They did not use the proper glue to install the bar top, which was admitted by the employee that came out to fix. He said what was used does not adhere to glue, which is what the 6" bar support was made out of. I have pictures showing that only three small blobs of glue (wrong glue) were used to hold the entire 100 lb piece of granite on the 6" support area. When I originally called telling them that the floor was damaged, the lady that answered the phone said that was not covered. At the time I did not pursue, but kept seeing other bad reviews and decided to get the word out about their crappy craftsmanship and business practices.

Initial Business Response /* (1000, 11, 2014/10/07) */
We had been in touch with the customer the entire time, it just may not been as much as they would have preferred. We sent someone out to assess the situation, he determined that there was indeed a crack, this crack was not there upon...

install. He measured the cracked piece for replacement, even though it was done after installation. Granite is natural stone and varies in hues and movement, we did not have the granite to match, and none of our warehouses did, the best we could do was wait for different shipments from over seas to see if a match would come in. Since it was looking as if we were not going to have any luck, the owner offered to replace the entire kitchen, we sent them to pick out their slabs. The clients did not want to go this route as they had tile backsplash installed after the granite was installed and did not want to chance having to replace tiles if damaged during tear out of granite. We sent one of our guys, who has 20+ yrs experience to repair the crack, we also offered them a 3 year warranty to either repair or replace the granite. We do not know how the crack happened, it was not present upon installation, but because we hold ourselves to high standards of customer service, we are going above and beyond to satisfy this customer. The customer has stated that they wanted a refund of some monies as well as the warranty, we will not be refunding any money as we are already giving them a 3 yr warranty that we do not offer, and have done this to satisfy then.
Thank you

Initial Business Response /* (1000, 6, 2015/03/24) */
We are disheartened with the complaint we received from this client, we were under the impression that they were satisfied with our work. We had installed them well over a year ago and they had signed off on a customer satisfaction sheet....

We would like every job to run smoothly, but unfortunately we are human and mistakes are made, but we do fix it in a timely matter. The client has stated that her sink fell, it wasn't months later it was a year and we were out there promptly to fix it. They stated that using wood was poor workmanship. We don't understand how using bondo blocks which is a standard in the industry is sub standard. We have over 11,000 clients, some are repeat clients, our work is not substandard and 1 out of a 1000 sinks falling does not qualify for poor workmanship. The job was completed upon delivery of the granite, we do not caulk on any job, there are many different colors of caulk that can be used and we would never presume to know what the client would like, this is explained to the client at signing of contract. The client has stated that they would like some money back, we will not be refunding any money as the job has been completed to the contract, and any issues have been resolved. Just like when you buy appliances, you may run into some technical issues, those issues are repaired and no refund is given. We have a year warranty on our product, which again is standard in the industry, we repaired the sink at no charge to the client therefor a refund is not in order.
Initial Consumer Rebuttal /* (3000, 8, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their repair job has not repaired the problem. We did not notice but the sink is not flush with the countertop. The wood blocks are falling o NO ONE I SPOKE TO IN THEIR INDUSTRY USES WOOD BLOCKS TO HOLD UP A SINK. USED WOOD BLOCKS AT THAT. AND NO ONE JUST GLUES THEIR SINKS. THEY SAY THAT WATER IN THE SINK IS TO HEAVY FOR JUST GLUE. THEY ALL USE SINK MEDAL FASTENERS.THEIR INSTALLER SAYS THEY NOW USE THEM. I GUESS THEY FINALLY LEARNED. THEY HAVE MASSIVE AMOUNTS OF COMPLAINTS ON THE INTERNET. WELL, I GUESS YOU GET WHAT YOU PAY FOR. I could continue but I am satisfied with my statement being on file. I join other complaints found on the internet, run run run from these guys.

My wife and I were impressed from the moment we met Bob & Debbie from River City Granite. Their expertise help us tremendously in our decision making. The installation went without a hitch. Their crew were professional from start to finish. Our kitchen looks beautiful and the price was more then fair. We would recommend River City Granite to anyone looking for a great look.