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Business Profile

Granite Installation

E.W. Granite & Marble, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We had ordered a quartz countertop through Lowe's which was then outsourced to E. W. Granite and Marble LLC. The installation on 10/4/23 went well although the drawers and cabinets were left with debris inside of them after the old counter was removed. One of the seams was over our microwave and after installation there was several drip marks that are now stained into the microwave. E. W. Granite sent out a technician who claims that they did not cause it although it is clearly from whatever they used for the seam. I reached out to the company multiple times asking how to resolve this and they refused to answer or communicate with me as the consumer. I also reached out to Lowe's who still has not responded. Do not let this company install your countertops or you will be left a mess with stains.. Extremely disappointed for the amount of money we spent.

    Business Response

    Date: 01/26/2024

    **** ******** **** **********

     

    On October 4, 2023, E.W Granite & Marble LLC (EWGM) completed the installation of kitchen countertops at *** ***** *** ************ ** ***** for the customer Mrs. ****** ****. Directly following the installations, Mrs. **** signed the Certificate of Completion (COC) per *****’ Installation policy. 

     

    On or around October 9, 2023, EWGM received a call from Mrs. **** stated that the installation of her countertops resulted in a stain on her microwave/oven that was unable to be removed by the customer. To address her concern, EWGM scheduled a service call so that our technicians could assess the stain/situation.

     

    On October 17, 2023 our technician Ervin B., who has over 20 years of industry experience, conducted the service call at Mrs. ****’s home. Following his assessment, it was determined that the stain in question was not caused by our installers during the installation as the stain is inconsistent with any of the products that are used during the installation. In addition, the technician also observed that the same type of stain is also in an area of the microwave/oven that was not accessed by our installation team. The lower-inner portion of the microwave/oven would have needed to be opened for anything to have potentially “dripped” onto that area. During the installation, the technicians did not open the microwave/oven, as they would have had no reason to access that area of the cabinets while installing the new countertops. Lastly, the liquid that is used during the installation process in a clear epoxy and would not have left any color, if it had indeed “dripped”. 

     

    Photos of the stain, taken by our technician Ervin, are attached for your reference.

     

    All of the evidence that has been collected and observed indicates that EW Granite & Marble is not responsible for the stain in question by Mrs. ****, and therefore EWGM is not responsible for providing any type of repayment or compensation to Mrs. **** for the stain to her microwave/oven. 

     

    Paul

    E.W Granite and Marble, LLC

    **** *** ******* **** ********** ** ***** *** ** ** *** *** **** ** ** *** *** **** **************************

    Customer Answer

    Date: 02/13/2024

    Unfortunately this complaint is not resolved and I am still very disappointed with this company. No one else came to look at the mess they have made of my microwave and the part of silicone or whatever adhesive they used running down my cabinet to the microwave. (It also could have been from the seem mark that is right above but I’m not an expert) however I do know that it was done by EW Granite. No one answered emails, phone calls etc. This company is clearly satisfied with poorly done job and will not take ownership of their sloppiness nor has pride in their company or customer satisfaction. BEWARE OF USING THEM!!

E.W. Granite & Marble, LLC is BBB Accredited.

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