The Granite Factory

In early April, we purchased granite countertops through Home DepotAt this time, we were told that it would take approximately weeksWe returned the next day with our preliminary diagram, and the installation/granite company, The Granite Factory, called within hoursThey came out two days later and measured, at which time we were told we would have to drive to their warehouse - miles away - once the slab came in (HD should have told me that BEFORE I handed them over $2K, but that's separate)Approximately three weeks later, we viewed the slab & we finally had an appointment for the FOLLOWING week to install (Thursday, 5/19/16)That morning, we received a call that the slab had cracked, but that they would "rush order" it and install on SaturdayTo say I doubt that the slab was cracked is an understatementIt took three weeks to order, cut and polish, but only ONE business day to replace? But OKWe cancel the plumber (who would be installing the sink) & reschedule for SaturdayToday comesWe are happy we will FINALLY have a kitchen after nearly six weeksThe installers arrive, I take the time to put the dogs in the basement & walk outside to hear " [redacted] ***"I respond "no this dude is right here"They bring in the counter pieces and some of the backsplash piecesOnce they lay down the countertops, it is evident that although they show as level when measured, there are quarter inch gaps in some places, and the pieces don't join evenlyOne of the installers tells me that I need to make the cabinets evenI respond that I'm not a carpenter but I'll tryAt this point, one of the installers goes outside & calls who he later says is his bossI follow him outside and say " [redacted] "His response, other than to say they weren't going to do it was " [redacted] ***"RepeatedlyIn what world is that appropriate to a customer? I ask if that's his boss & say that I'd like to talk to him, and he responds by telling me " [redacted] "I go back in the house and the other workers are packing upIn all they'd been here approximately 1/an hourThey left, countertops still in place (so I can't even try to level the cabinets), three pieces of the backsplash still in the truck, sink still not cut Not sure how they will resolve this, because I'm not letting them back in my homeThey are still holding three pieces of my backsplash

To whom it may concern: [redacted] ***’s granite countertop is typical of natural granite and is not defective ( [redacted] personally viewed and selected her granite slabs)Pitting and fissures are typical in granite and this was reviewed and signed off by the customer prior to fabrication A summary of our attempt to satisfy [redacted] is as follows [redacted] and [redacted] were installed on to fill the pit near the seam, and also ordered an additional piece of countertop On we repaired the small pit and was made aware of a “crack” near the sink that the customer was concerned withIt was then explained to her that the “crack” was a natural fissure in the countertop On 8/ [redacted] called and expressed concerns about the fissure and she had three more pits that needed to be filledWe went out on inspected the fissure and could only fill out of the pitsThe pits were so small they could not even be filledThis was explained to [redacted] and she understood On 8/ [redacted] requested another appointment to fill more pitting and also continued to express concerns about the natural occurring crack also known as the fissure On 9/ [redacted] we scheduled another appointment in another attempt to satisfy the customerThe pitting again was too shallow and was not able to be filledTo reassure her about the fissure, a letter warranting the fissure for years was provided [redacted] raised a new concern that flecks of mica were coming off her countertop On 9/ [redacted] our install manger went out and inspectedHe found that the customer was concerned that material is flaking and falling apartThey claimed all the “silver” in the material is coming outThe [redacted] tried removing the “silver” with his finger nail on several areas of each topNo silver flaked off any of the topsThe install [redacted] wasn’t able to see or reproduce any material flaking I spoke to [redacted] and [redacted] to review the inspection and attempt to address all concerns including that granite is natural with pitting, fissures, and incIusionsI reviewed with them that the install [redacted] found no defects in the granite In summary, granite is a natural product that contains pitting and fissuresThis was reviewed with [redacted] and signed off per the attached signed Templater Talking Points prior to their order being finalized I have enclosed their signed review sheet with the relevant paragraph circled [redacted] received the granite slab that she personally selected and is typical of natural granite The Granite Factory takes customer satisfaction seriously and returned five times to the site to try to accommodate the customerIn addition we provided an extended warranty to alleviate their concernUnfortunately, there is nothing further that can physically be done to alter the natural characteristics of the stone [redacted] The Granite Factory

My wife and I recently had this company provide us with a quartz vanity top for our bathroom. We saw they were having a sale and so went in one day, chose the remnant, and paid for it. During the buying experience, we spoke with two of the employees there (one of them may have been an owner for all we know), and we explained we wanted a sink and the faucet holes cut. They only offered rounded sinks but stated if we brought them the sink and faucet that they would be able to install the sink and cut the faucet holes for us. I agreed and a few days later I brought them the sink and faucet. I explained that we needed three holes cut for our faucet (keep this in mind). They told us it would take a week. So, a week went by, nothing. We were still having our bathroom worked on so I gave them a little more time. As we were approaching about two weeks, I called them to get a status. They you g lady I spoke with said we should have heard something. She told us it should be done and if she did not call me back that day, assume it was done and to go in anytime the next day (Saturday until close) to pick it up. I said ok. Unfortunately, I was unable to go I. That Saturday due to work issues. So, we waited another week and went the following Saturday. We showed up at noon. There was a young girl there we had not met before. We told her we were picking up the sink. She stated no one was in the back and so she would have to call the owner as all the employees left for the day. The owner spoke with her over the phone and told her he could not give us out sink with no one in the back (Mind you, we drive 30-40 minutes one way each time we have to go to this place). I said ok but they need to communicate better to their customers this kind of stuff. So, my wife went that following Wednesday. She picks the sink up and faucet. They were nice enough to put it I. The trunk of her SUV. It stayed in the trunk until That Friday when I finally had time to get to it and had to take it out because we were going on a trip. I open the trunk and find they only cut one hole for the faucet! How they screw that up when they have the actual faucet with them is astounding. So, I email them early this week and tell them what has happened. My wife and I both work during the day and sometimes even on the weekend so we do not have time to hold their hands on everything. We have received no response and at no point do they desire to fix their mistakes. I even sent them a picture of the vanity top showing this. So, I am just going to go choose a new faucet. I will do my best as well to ensure that the customer service and quality assurance of this company is near non-existent. I should have known better when the first day we went there, a gentleman was pacing and talking angrily about the fact the company had apparently caused him some sort of issue as well and that it had also been an ongoing problem for him.

In early April, we purchased granite countertops through Home Depot. At this time, we were told that it would take approximately 3 weeks. We returned the next day with our preliminary diagram, and the installation/granite company, The Granite Factory, called within 48 hours. They came out two days later and measured, at which time we were told we would have to drive to their warehouse - 80 miles away - once the slab came in (HD should have told me that BEFORE I handed them over $2K, but that's separate). Approximately three weeks later, we viewed the slab & we finally had an appointment for the FOLLOWING week to install (Thursday, 5/19/16). That morning, we received a call that the slab had cracked, but that they would "rush order" it and install on Saturday. To say I doubt that the slab was cracked is an understatement. It took three weeks to order, cut and polish, but only ONE business day to replace? But OK. We cancel the plumber (who would be installing the sink) & reschedule for Saturday.
Today comes. We are happy we will FINALLY have a kitchen after nearly six weeks. The installers arrive, I take the time to put the dogs in the basement & walk outside to hear "[redacted]". I respond "no this dude is right here". They bring in the counter pieces and some of the backsplash pieces. Once they lay down the countertops, it is evident that although they show as level when measured, there are quarter inch gaps in some places, and the pieces don't join evenly. One of the installers tells me that I need to make the cabinets even. I respond that I'm not a carpenter but I'll try. At this point, one of the installers goes outside & calls who he later says is his boss. I follow him outside and say "[redacted]". His response, other than to say they weren't going to do it was "[redacted]". Repeatedly. In what world is that appropriate to a customer? I ask if that's his boss & say that I'd like to talk to him, and he responds by telling me "[redacted]". I go back in the house and the other workers are packing up. In all they'd been here approximately 1/2 an hour. They left, countertops still in place (so I can't even try to level the cabinets), three pieces of the backsplash still in the truck, sink still not cut. Not sure how they will resolve this, because I'm not letting them back in my home. They are still holding three pieces of my backsplash.

To whom it may concern:
[redacted]’s granite countertop is typical of natural
granite and is not defective ([redacted] personally viewed and selected her
granite slabs). Pitting and fissures are typical in granite and this was
reviewed and signed off by the...

customer prior to fabrication.
A summary of our attempt to satisfy [redacted] is as
follows.
[redacted] and [redacted] were installed on 7/*/14. The
installation was successful but [redacted] did bring up a concern of a “hole”
near the seam. It was explained to her that it was natural pitting but we will
send someone out to fill and polish the pit. [redacted] expressed satisfaction
of the job, accepted a date of 7/**/14 to fill the pit near the seam, and also
ordered an additional piece of countertop.
On 7/**/14 we repaired the small pit and was made aware of a
“crack” near the sink that the customer was concerned with. It was then
explained to her that the “crack” was a natural fissure in the countertop.
On 8/[redacted] called and expressed concerns about the
fissure and she had three more pits that needed to be filled. We went out on
8/**/14 inspected the fissure and could only fill 1 out of the 3 pits. The pits
were so small they could not even be filled. This was explained to [redacted]
and she understood.
On 8/[redacted] requested another appointment to fill
more pitting and also continued to express concerns about the natural occurring
crack also known as the fissure.
On 9/* we scheduled another appointment in another attempt
to satisfy the customer. The pitting again was too shallow and was not able to
be filled. To reassure her about the fissure, a letter warranting the fissure
for 15 years was provided.
[redacted] raised a new concern that flecks of mica were
coming off her countertop.
On 9/** our install manger went out and inspected. He found
that the customer was concerned
that material is flaking and falling apart. They claimed all the “silver” in
the material is coming out. The [redacted] tried removing the “silver” with his finger
nail on several areas of each top. No silver flaked off any of the tops. The
install [redacted] wasn’t able to see or reproduce any material flaking.
I spoke to [redacted] and [redacted] to review the inspection and
attempt to address all concerns including that granite is natural with pitting,
fissures, and incIusions. I reviewed with them that the install [redacted] found
no defects in the granite.  
In summary, granite is a natural product that contains
pitting and fissures. This was reviewed with [redacted] and signed off per the
attached signed Templater Talking Points prior to their order being finalized.
I have enclosed their signed review sheet with the relevant paragraph circled.
[redacted] received the granite slab that she personally
selected and is typical of natural granite.
The Granite Factory takes customer satisfaction seriously
and returned five times to the site to try to accommodate the customer. In
addition we provided an extended warranty to alleviate their concern. Unfortunately,
there is nothing further that can physically be done to alter the natural characteristics
of the stone.
[redacted]
[redacted]
The Granite Factory

Our original countertop was damaged in the process of cutting and getting ready for installation, when we were told that it was damaged, Dan told them to install temporarily because we had a brand new baby home and needed our sink and stovetop as soon as possible. Dan was very helpful in making sure that we had a temporary solution to out problem. The countertop was unfortunately discontinued that we originally picked, but Dan was very helpful in finding another one that we are equally, if not happier with. The guys who came to install the countertop were great, they kept me informed the whole time and did a great job with their work.

Review: I ordered granite counter tops the color gray storm the silver flakes are coming out of the granite and there is a crack in the granite in front of my sink and there was six holes in my granite. I called the granite factory and told them the problem that I'm having they told me they will come and fix the holes in my granite. They came two times to fix the holes in the granite. There is still holes in the granite they told me that sometimes you cannot fill all the holes. There is a crack in front of my sink, they call a [redacted] they said it's not always through and I told them it is all the way through you could see it from the top and the bottom. They said they will send me letter stating that the granite will be covered under warranty for 15 years due to the [redacted]. The letter wasn't even signed by the company I called them and stated that the letter is not signed. Their answer to me was it will be fine don't worry. I also told them about the silver flakes coming out of the granite they told me they have to send the [redacted] to come see the granite. The [redacted] came here two different times the second time the [redacted] told us he's never seen that before and there must be a flaw in the granite. He then said he will contact the manufacturer of the granite and ask them if they ever had a situation like that before and he would get back to us in two days. He did not call us in two days we had to call him after 3 days. We asked about a factory if they have an answer for us about a granite flaking the [redacted] stated that the [redacted] said there's nothing wrong with the granite we told her that the [redacted] told us specifically that there's a flew in the granite. Her answer to us was well the [redacted] wrote a report stating there's nothing wrong with that and I said then how come the [redacted] told us that there's a flaw in it. I asked her if I can see the report and she said no, we don't show customers the reports. We were arguing back and forth and after a while I said what are you going to do for us and she said nothing I said well then I guess I have to take you to court and she said ok and hung up on us. And they will not answer any of my phone calls anymore. At this point we have no other recourse but to let the Revdex.com know what we're going through. We are looking for them to fix the problem With new granite counter tops.Desired Settlement: If they don't want to replace my counter tops then I would like a refund of the money that I Paid. $4771.00

Business

Response:

To whom it may concern:

[redacted]’s granite countertop is typical of natural

granite and is not defective ([redacted] personally viewed and selected her

granite slabs). Pitting and fissures are typical in granite and this was

reviewed and signed off by the customer prior to fabrication.

A summary of our attempt to satisfy [redacted] is as

follows.

[redacted] and [redacted] were installed on 7/*/14. The

installation was successful but [redacted] did bring up a concern of a “hole”

near the seam. It was explained to her that it was natural pitting but we will

send someone out to fill and polish the pit. [redacted] expressed satisfaction

of the job, accepted a date of 7/**/14 to fill the pit near the seam, and also

ordered an additional piece of countertop.

On 7/**/14 we repaired the small pit and was made aware of a

“crack” near the sink that the customer was concerned with. It was then

explained to her that the “crack” was a natural fissure in the countertop.

On 8/[redacted] called and expressed concerns about the

fissure and she had three more pits that needed to be filled. We went out on

8/**/14 inspected the fissure and could only fill 1 out of the 3 pits. The pits

were so small they could not even be filled. This was explained to [redacted]

and she understood.

On 8/[redacted] requested another appointment to fill

more pitting and also continued to express concerns about the natural occurring

crack also known as the fissure.

On 9/* we scheduled another appointment in another attempt

to satisfy the customer. The pitting again was too shallow and was not able to

be filled. To reassure her about the fissure, a letter warranting the fissure

for 15 years was provided.

[redacted] raised a new concern that flecks of mica were

coming off her countertop.

On 9/** our install manger went out and inspected. He found

that the customer was concerned

that material is flaking and falling apart. They claimed all the “silver” in

the material is coming out. The [redacted] tried removing the “silver” with his finger

nail on several areas of each top. No silver flaked off any of the tops. The

install [redacted] wasn’t able to see or reproduce any material flaking.

I spoke to [redacted] and [redacted] to review the inspection and

attempt to address all concerns including that granite is natural with pitting,

fissures, and incIusions. I reviewed with them that the install [redacted] found

no defects in the granite.

In summary, granite is a natural product that contains

pitting and fissures. This was reviewed with [redacted] and signed off per the

attached signed Templater Talking Points prior to their order being finalized.

I have enclosed their signed review sheet with the relevant paragraph circled.

[redacted] received the granite slab that she personally

selected and is typical of natural granite.

The Granite Factory takes customer satisfaction seriously

and returned five times to the site to try to accommodate the customer. In

addition we provided an extended warranty to alleviate their concern. Unfortunately,

there is nothing further that can physically be done to alter the natural characteristics

of the stone.

The Granite Factory

My wife and I recently had this company provide us with a quartz vanity top for our bathroom. We saw they were having a sale and so went in one day, chose the remnant, and paid for it. During the buying experience, we spoke with two of the employees there (one of them may have been an owner for all we know), and we explained we wanted a sink and the faucet holes cut. They only offered rounded sinks but stated if we brought them the sink and faucet that they would be able to install the sink and cut the faucet holes for us. I agreed and a few days later I brought them the sink and faucet. I explained that we needed three holes cut for our faucet (keep this in mind). They told us it would take a week. So, a week went by, nothing. We were still having our bathroom worked on so I gave them a little more time. As we were approaching about two weeks, I called them to get a status. They you g lady I spoke with said we should have heard something. She told us it should be done and if she did not call me back that day, assume it was done and to go in anytime the next day (Saturday until close) to pick it up. I said ok. Unfortunately, I was unable to go I. That Saturday due to work issues. So, we waited another week and went the following Saturday. We showed up at noon. There was a young girl there we had not met before. We told her we were picking up the sink. She stated no one was in the back and so she would have to call the owner as all the employees left for the day. The owner spoke with her over the phone and told her he could not give us out sink with no one in the back (Mind you, we drive 30-40 minutes one way each time we have to go to this place). I said ok but they need to communicate better to their customers this kind of stuff. So, my wife went that following Wednesday. She picks the sink up and faucet. They were nice enough to put it I. The trunk of her SUV. It stayed in the trunk until That Friday when I finally had time to get to it and had to take it out because we were going on a trip. I open the trunk and find they only cut one hole for the faucet! How they screw that up when they have the actual faucet with them is astounding. So, I email them early this week and tell them what has happened. My wife and I both work during the day and sometimes even on the weekend so we do not have time to hold their hands on everything. We have received no response and at no point do they desire to fix their mistakes. I even sent them a picture of the vanity top showing this. So, I am just going to go choose a new faucet. I will do my best as well to ensure that the customer service and quality assurance of this company is near non-existent. I should have known better when the first day we went there, a gentleman was pacing and talking angrily about the fact the company had apparently caused him some sort of issue as well and that it had also been an ongoing problem for him.

In early April, we purchased granite countertops through Home Depot. At this time, we were told that it would take approximately 3 weeks. We returned the next day with our preliminary diagram, and the installation/granite company, The Granite Factory, called within 48 hours. They came out two days later and measured, at which time we were told we would have to drive to their warehouse - 80 miles away - once the slab came in (HD should have told me that BEFORE I handed them over $2K, but that's separate). Approximately three weeks later, we viewed the slab & we finally had an appointment for the FOLLOWING week to install (Thursday, 5/19/16). That morning, we received a call that the slab had cracked, but that they would "rush order" it and install on Saturday. To say I doubt that the slab was cracked is an understatement. It took three weeks to order, cut and polish, but only ONE business day to replace? But OK. We cancel the plumber (who would be installing the sink) & reschedule for Saturday.
Today comes. We are happy we will FINALLY have a kitchen after nearly six weeks. The installers arrive, I take the time to put the dogs in the basement & walk outside to hear "[redacted]". I respond "no this dude is right here". They bring in the counter pieces and some of the backsplash pieces. Once they lay down the countertops, it is evident that although they show as level when measured, there are quarter inch gaps in some places, and the pieces don't join evenly. One of the installers tells me that I need to make the cabinets even. I respond that I'm not a carpenter but I'll try. At this point, one of the installers goes outside & calls who he later says is his boss. I follow him outside and say "[redacted]". His response, other than to say they weren't going to do it was "[redacted]". Repeatedly. In what world is that appropriate to a customer? I ask if that's his boss & say that I'd like to talk to him, and he responds by telling me "[redacted]". I go back in the house and the other workers are packing up. In all they'd been here approximately 1/2 an hour. They left, countertops still in place (so I can't even try to level the cabinets), three pieces of the backsplash still in the truck, sink still not cut. Not sure how they will resolve this, because I'm not letting them back in my home. They are still holding three pieces of my backsplash.

Our original countertop was damaged in the process of cutting and getting ready for installation, when we were told that it was damaged, Dan told them to install temporarily because we had a brand new baby home and needed our sink and stovetop as soon as possible. Dan was very helpful in making sure that we had a temporary solution to out problem. The countertop was unfortunately discontinued that we originally picked, but Dan was very helpful in finding another one that we are equally, if not happier with. The guys who came to install the countertop were great, they kept me informed the whole time and did a great job with their work.