ComplaintsforTroy Granite

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased granite countertop, after installation of range appliance found the top was miss cut & space between appliance & countertop is more than 1/4”. Called several times to get service department to assist in correcting issue. Spoke to three different sales associates, went in person to store with no resolution. Worker came to house looked at space & said he would discuss with service manager & call back next day. No response from business. One sales associate suggested going to Home Depot & purchasing trim kit. I did not purchase countertop at Home Depot. I went to the so called granite experts. As of this date still no calls or resolution.

  

  Business response

  02/02/2023

  In accordance with our agreement, Customers' appliances must be present at the job site prior to our arrival in order to prepare for the template process. Unfortunately, your stove was not present. We had verified that the necessary 30 inch space was available, and followed the cabinets accordingly. Try Granite did nothing wrong in this instance. 

  Customer response

  02/08/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I stopped by the main office today because I had received Troy Granite’s response to my initial compliant.   I tried submitting my response but apparently I selected the wrong button and the complaint has been sitting in the que.So I was advised to just send my response to you at the above email address.My response:  When I called to schedule the countertop template I advised that the appliances were not installed.  The sales representative stated no problem.  When the Template tech arrived the appliances were not installed and he could have very simply not taken the template.  He advised no problem and complimented me on the install of cabinets and appliance openings.   When my wife and I went to the store for the countertop layout I advised the representative that appliances were not in place.  He advised no problem. So, if the appliances were a necessary requirement for the template to be fabricated then why did all these employees continue with the process.After several phone calls speaking to all sales people along with an in person visit to the showroom I still  have not heard from the Service manager. A Service Tech finally showed up at the house, looked at the gap between the range & countertop & even videoed it.  He promised that the service manager would call me the next day and again no response from anyone.  And it’s been over two & half weeks. As a licensed home improvement contractor customer satisfaction is paramount.  I have even offered to work with them to correct the problem. Therefore, I feel they have not stood by their contract to provide a quality countertop installation by the so called “Countertop Experts”.They claim to be the countertop experts and have not offered any remedy to this problem. Thank you for your attention. Regards, Complaint ID: 18953501    

  

  Business response

  02/27/2023

  We acknowledge our customers' concerns. However, as outlined in paragraph 4 of our agreement, it is stated that all appliances must be present during the template process. In this case, the stove was not on site during the template, which is a crucial element for us to accurately measure and cut countertops.
  The industry standard for stove openings is 30 inches as the dimensions of most stoves are approximately 29 7/8 inches wide, 25-27 inches deep, and 36 inches tall. Which is why to accommodate these dimensions, cabinets are installed with a 30-inch opening. Unfortunately, without the presence of the necessary appliances, we are only able to follow cabinets.
  As a result, we must adhere to the industry standard and leave a 30-inch opening for the stove. At this point, there is nothing further that Troy Granite can do. However, if the customer is unsatisfied with the industry standard gap, they may consider purchasing covers from an appliance store or Home Depot.

• Initial Complaint

  05/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had our new countertop installed on March 10,2021. During installation the installers cracked it. After several unanswered phone calls and emails I finally was able to talk to my salesman and he had someone come out on 4/6 and try to fix it. The crack was still very noticeable and unsatisfactory. Attempted to contact Management. Left multiple messages for Mgr.to call me. No response.Finally, on 4/26 an employee told me the shop manager would be out on that Sat. to look at it. *****(sp) came out and couldn't believe it was left that way. Agreed it was a very bad crack. He took pictures and said he would take the information back to the office and someone would call me probably Monday 5/3. As of 5/24 still no phone call. I called and was told someone would call me. Still nothing! I have sent so many emails and made so many phone calls to this company and feel that I have been very patient. I paid $6,812.00 for my countertops and should not have to settle for a large crack in it. Acct.#35224

  

  Business response

  06/14/2021

  After our Shop Foreman visited the job site to inspect the countertop, he did conclude the countertop did have a crack. As of May 25th, We have been in contact with the customer to inform them of the update on the service that needed to be addressed. Customer is informed that the stone they chose is no longer available as the stone is out of stock, however we did ask for their patience for us to find the same stone so we can replace the area with the crack. Currently we are looking for similar shipment and we do acknowledge something needs to be done. We are doing everything we can to make sure the customer is satisfied.

  

  Business response

  12/03/2021

  Business

  Most Recent Message

  Date Sent: 11/30/2021 4:04:24 PM
  
  We have received and have spoken to the customer since installation. As we discussed the solution, customer was informed the shipment of that stone was no long available and we agreed to wait until a similar shipment of what they have installed had arrived. Customer had left voicemail in which followed back up however, we were not able to get in touch with them. We have spoken to the customer recently and they will be visiting our showroom to see the new shipment. 

  Customer response

  12/03/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  Problem:

  I have already filed a complaint. I have tried many, many times to get an update from the company and they will not return my calls.

  
  
  
  Regards,

  Complaint ID: 15500007

   

   

   

*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. ↩