Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired ****** creek granite to change existing countertops in my kitchen with Quartz countertops. They sent a guy in who took all the measurements and took every detail required to complete the project. We categorically told him that we have a Reverse Osmosis system that needs to be fixed on the Quartz and he assured us that he took the size of the hole for the Faucet and everything will be taken care off. I paid them 3500 dollars as advance for the project. They brought the countertops to install and they had a person install it in my house. When we saw the hole for the ** Faucet it was double the size that was required. We asked the guy installing the countertops that this does not seem right and he said he only installs for them the holes were done before the countertops were given to him to install. He mentioned that they have done a hole which is double and the ** System cannot be installed here. We called Gordon creek granite and explained the issue and they said that they will send somebody in to check what happened. The same guy who installed the countertops came in and said that he is not the one who messed up the hole size so it's not his fault. He advised us to paste something on the hole and make it smaller and fit the ** faucet. We asked him does he guarantee that it will last and not leak and damage the wooden structure underneath it and he right away said no and took off without saying or doing anything. Now we are asking Gordon creek to fix this issue and take there balance payment but they are trying to avoid the problem by ignoring there mistake and telling us that it is a standard size hole. We called multiple other companies and asked them about how they would do it and they said we would do the hole size required for the Faucet and there is nothing standard for a hole size in a custom made project. Now Gordon creek granite is trying to threat us by telling to put a lien to my house for the money not paid. Please help me from these cheats

  

  Business Response

  Date: 10/23/2024

  The business sent out their "Templater" to take measurements of the existing laminated countertop with a steel drop-in sink. Consumer was informed they would be installing the standard granite countertops with the 1 3/8" hole for the faucet. (Prior he had a 1/2" hole in the laminated countertop/sink. When the consumer was upset with the larger hole, the business offered to fix the issue with an "insert" and sent their tech out to do this installation the next day.  The consumer declined this option.

  The business had attempted to resolve this issue with the consumer with a video of the installation of a granite countertop and phone conversations. There's a major communication issue. The consumer still has the full balance outstanding.  Once he pays in full, the business offered to buy him a new faucet that fits the granite countertop.  The consumer is threatening to sue the business and blasting them on social media. 

  The business will not be replacing the countertops but will install the "insert" or once the balance is paid in full, they will buy him a new faucet that it made for granite countertops.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22398969
  
  They are completely lying here just to hide there blunder. The guy who came to do the template was clearly told about the Faucet for the ** and he he assured us that it will be the exact size how it is now. This business is mentioning standard countertops but it is a custom job nothing standard cause if it was standard why would they do measurements. They are now trying to make changes which are not acceptable and safe cause I have wooden countertops underneath that Faucet which will completely damage if water starts to leak because of there make shift arrangement. Also I have paid them $3500 as advance and I have a receipt for that how can they say full balance is pending. They are just trying to escape from the blunder they have made. Kindly do the job as described or please make my kitchen how it was at your cost and time.
  
  Sincerely,
  
  **** ******