ComplaintsforTC Discount Granite, LLC

• Initial Complaint

  07/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased stone from TC Granite, picked out our slab and it was installed in our home on 3/24/21. Upon instillation we noticed scratches on both sides of the island where their equipment was used to carry it in. TC Granite paid for a repair to these areas. The stone has since scratched up all over the place with no known cause. We immediately contacted TC Granite, sent them photos and inquired about the quality and durability of the stone. They refused having someone come out to take a look and denied any type of warranty or resolution for us. We have since looked up this stone, sold to us as "quartzite" and found out it is actually a dolomitic marble. We would not have put a marble countertop in our kitchen and believe this is fraudulent marketing of a product. We love the look of the stone, instillation was done well but durability is not there. We contacted the initial repair guy, he'll fix at our expense but expressed concern we'll keep having the issue year after year.

  

  Business response

  07/13/2021

  I'm sorry to hear you are not happy with your new countertops. I'm glad to hear that the sales and installation was excellent.

  I have attached a statement from Arch City Granite. We are not trying to deceive anyone about the products they are purchasing. When you read the statement below, you will see that we have not deceived anyone. There are varying degrees of Hardness in natural stones. Even in the same color, from the same mine.

  "Super White is most often closest to a Quartzite (and in many cases is actually a Quartzite)."

  Before taking the job we always inform our customers that the super white and a lot of other Quartzites may show wear and tear. Every piece of stone is different.

   

  Let me know if you have any more questions.

  Thanks

  Customer response

  07/13/2021

   I am rejecting this response because:
  
  When making our decision about which stone to pick we asked Mark about the durability of the Super White.  We were ensured by Mark he had Super White in his own kitchen and this would be a durable stone for years to come.  With so many scratches showing up after only weeks of use (and this is with us being extra careful with this brand new stone) Twin Cities Granite has not provided any resolution or even inspection of the issues.  We have had granite in our kitchen for 17 years without a single scratch or mark on it. 

  Follow up from Twin Cities Granite has been negligent.  Mark would not return our calls.  My husband Quinn spoke with Jody and she tried to tell him that we were abusing the countertops.  This was without any information or inspection, just trying to pass the blame back to the customer and not take accountability.  I got in touch with a gentleman finally who consulted and got back to me saying there was nothing they could do for us.

  We were not able to see or open any attachments that were mentioned in the response letter from TC Granite.

  

  Business response

  07/19/2021

  Hello,

  I do have Super White in my kitchen. We use it extensively. I always have stated that it will show some wear and tear. It is not a granite. I would disagree with my statement of my personal home. I never stated or insinuated that my countertops didn't show anything. Quin also informed us that they have some large scratches and larger gouge where they dropped something on the countertops. We are not trying to get out of anything. Every homeowner uses their countertops differently. We can't go out and repair every top that is damaged after it is installed.

  I didn't attach anything to the response. It was a quote about what is Super White.

   

  Let me know if you have any questions.

  Thanks

   

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