Summit Granite

Dealing with Summit Granite the last 6 weeks have been a complete nightmare. The owner (Jenny Jiang) is not only unethical but lied to us on numerous occasions. This company installed granite in a poor manner and it was done to cut cost. When I called and spoke with numerous employees in this company about my dissatisfaction the owner (Jenny Jiang) came out to our house. During her visit to our house she agreed that the granite was not installed correctly and agreed to fix it. On 6/30 Summit Granite came to our house to install two new slabs of grant but these two slabs did not match the originally installed granite. The installer agree these were a mismatch and immediately called his supervisor. After much back and forth I once again spoke with the own (Jenny Jiang) and she agreed to install new slabs and promised that they would be from the same bundle and therefore a better match. Yesterday (6/6/17) the installer showed up and once again the granite does not match. However this time the owner told the installers to install it anyway. I talked to Jenny (the owner) at great length and she said this was the best they could do. This service, unethical behavior is unacceptable. I wouldn't use this company again if their service and product were free!

Review: The Product was installed all wrong. I tried to discuss the matter with several different workers in the store with no satisfaction. I finally got in touch with one of the owners and when I tried to explain the problem and email her pictures she hung up on me.

Business

Response:

We informed [redacted] since her warranty had expired, there would be a service charge of $150 for a technician to come to her home to examine her problem. Her installation was 2010 and is out of warranty. She did not want to pay this fee and threatened to call the Revdex.com id we did not fix this for free. When we informed her we could not do this, she hung up.

Review: Contracted for granite purchase and installation for outdoor kitchen. The installation was faulty. There were large gaps in which water could leak to the interior cabinets. The radius cut was jagged and terrible. Even the straight cuts had wide gaps. They came back and recut but still could not achieve a tight enough fit to prevent water from leaking into cabinet area (which has quite a few electrical appliances). They came out to template twice. I was concerned after the first time so they came a second time. At this time the backsplash was on. We were not told to take it off, we were not told that it should go on after the granite. As far as we knew, this was the proper order. Since this company uses antiquated methods, of cutting and templating they could not achieve a proper fit.

We met with [redacted] of the company, at our house, on September 17. At that time, she gave us 3 options. She offered to remove the stone and completely refund our money (option 1). Option 2 was to credit us $200. Option 3 was to do nothing. We had until Sept 25 to decide.

Taking her at her word, we solicited new bids, looked at new stone and hired someone who measured using lasers (guaranteeing a tight fit). We called on Sept 23 to let [redacted] that our decision was for them to remove the granite and refund our money. We called again on Sept. 24th and [redacted] told us that she would no longer refund our money. We met with her on Sept 25th, she agreed that she made the offer of a complete refund but now refused to honor her promise. She claims to be an honest company but she does not stand by her word.

The stone has also failed. We discussed thoroughly with the company our concern regarding exposure to the elements. However, we were assured that this stone would be great for outdoors. In 2 months time, this has not been the case. The stone, which was a deep brown/black color has now faded to pale peachy colors. The company warrants the stone for one year but will not stand by any of their promises.Desired Settlement: We would like the granite removed and a complete refund, as was promised by [redacted].

Business

Response:

Hi [redacted] and [redacted],I have discussed your concerns regarding your request to return the granite counter top which we installed on July 22, 2015 with my partner. It was made very clear and is in writing that there are no returns, refunds or exchanges that will be made on the granite counter top after sales and installation. I recall, after you and your wife selected our granite and signed the agreement, you still come back and asked for an additional $1,000 discount. Then on the afternoon of the installation, you stated you were not happy with the seam. I come to your house twice with our service term to fix and repair these issues. I have picture to document and show the improvements. I also explained to you that you did not follow the correct order. By finishing the wall with tile first, prior to installing the granite, a very small gap was needed because of the two separate and distinct materials, and to compensate for the wall that is not perfectly straight. Considering the difficulty, the installation team did a remarkable job to minimize the gap. As I mentioned, it’s like putting on your shirt after you put your jacket on.We really want to be friendly and solve the problem because we do care about our customers. I explained in detail the effort our service team made to correct these issues. We are an honest business and every department, sales, fabrication, installation and management tries their hardest to make your project the best. Please try to be understanding and send the balance of payment.Sincerely,[redacted]

Business

Response:

First of all, I would like to note that the customer signed the installation quality sheet and marked the yes box next to “installation satisfactory”. Also, I think it is appropriate to mention the customer seems to make a habit of using this “negotiation” technique to make improvements on his home without paying for them. I learned a flooring company had the same issue with this customer regarding their workmanship.Regarding a refund, the customer clearly misunderstood our conversation and interpretation of our contract. After installation on July 22 and signing the installation satisfactory agreement, the client did not make a payment for the $3200 balance. After contacting the customer, we made an appointment on 09/17/15 to review their complaint. Customer said they would not pay the final balance. I took pictures and told him this is was very beautiful work and addressed his concerns. I also mentioned he did not follow the contract instructions by finishing the wall prior to the granite installation. I did offer them an additional $200 off and if they paid the balance immediately or they would be billed for the remaining balance with interest There is nothing wrong with our work, the stone slabs and size were exactly as the customer selected and wanted. I will fax you the paper work.

Consumer

Response:

I had Summit Granite install granite for my kitchen. I will say that they set up the appointments in a timely manner and installed the product in a timely manner. On the day of install, the gentleman told me that they had sealed the granite that day and would not need it again for another 6 months or so. Within a week or so of the install I started noting that the countertop was "soaking up water". Water glass marks, a mark where the soap dispenser sits. If water sat on the counter for more than an hour, it would leave a mark. when cleaned the stain evaporated over the period of less than an hour. I called granite summit and they said "oh yes, that is probably normal, just seal it again." It had just been sealed a week or 2 before!
One day I was baking and set my measuring cup down that had oil dripped down the side. Now I have a big stain in the center of my new counter tops! I again went to the company and they offered no explanation or solutions other than to SELL me a product that could remove the oil. This was with normal use of my countertops! Why did they sell me a product that has to be handled with white gloves?! I then began seeking outside advice. After speaking with another granite company, I was told that this was not typical and they were concerned that there was no impregnator/sealer used on the product prior to installation. I again called Summit Granite and I repeatedly spoke to a man that seemed to have little to no knowledge about granite. I eventually went back to the reputable granite shop and purchased a product to remove my stain, they sold me their "impregnator" product and a cleaner/sealer to be used every so often. The granite shop also gave me an in detail lesson on how to care for my granite. I am so frustrated with The Summit Granite company. In addition, they charged me twice for the second half of my total. They asked for a check and then charged my credit card as well. When I realized this they quickly fixed it, however, now I can not help but wonder if they were trying to scam me out of money as well. I would not recommend this company to anyone!

Review: Summit installed granite countertops at my house on 10/31/13 and when they installed the dishwasher retaining strip under the countertop they left the two mounting screws sticking out hidden under the countertop. When the plumber pushed the dishwasher into the opening the 2 screws gouged the control panel on a brand new dishwasher.

I contacted the vendor on 11/7/13 and spoke with a female employee (she did not give her name) to discuss the situation and the damage that these screws caused. She was quite defensive and stated that Summit was not in any way responsible for this and said that this was all the fault of the plumber.

I also suggested to her that the company should consider changing their practices. It would not be difficult to put the screws in an envelope, label the envelope and tape in a safe spot near the dishwasher opening. She continued to be defensive about their practices and indicated that they would not consider changing them.

I am disappointed on how she responded to my complaint and suggestion and also with the fact that I now have a brand new dishwasher that is damaged.Desired Settlement: I would like to be reimbursed for the cost of a replacement panel. The replacement panel including tax and shipping + a star bit to remove the panel is $60.

I am even willing to replace the panel myself so as not to request labor charges for a technician to install the replacement panel, however, given the defensive response of the employee, we never even discussed any possible solutions.

Business

Response:

Company states that the issues have been resolved.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have discussed the matter referenced in complaint ID [redacted] with the business and and find that the proposed resolution is satisfactory to me.

My husband and I are very pleased with our granite in our kitchen, bathroom and dining room. The quality of the granite at Summit is the best that we saw and looks absolutely GREAT in our new house. Summit worked with us on the price and gave us an AMAZING deal on our granite, we couldn't be happier with our experience with them! The staff was very friendly and helpful from start to finish and the tear out and installation was quick and they were very clean and professional throughout the whole process. I would highly recommend. Five stars!!!

My granite is beautiful! They did a wonderful job! From the helpful and informative sales, to the quick and detailed installation of my tops, everything was beyond my expectations. When I walked into the showroom I really did not know if this would be in my budget or if I would like anything. The friendly sales provided me with a quick estimate and showed me beautiful stones! I was in shock to see all the stones that they carry in stock. Over 80 stones of all different colors and patterns. I was able to find a good selection in my budget and choose Brazilian Cream. The measure and installation crews were professional,quick, and made sure to answer all the questions I had. I have already referred 5 of my friends and will keep referring anyone with a project coming up!