Complaints

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• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Stove cooktop replacement. Old cooktop with symmetric edges recessed into quartz countertop. New cooktop from same manufacturer has the same length and width dimensions but a different radius corner. A countertop corner altered to accommodate new shape was needed. One seam on countertop immediately behind cooktop is no longer flush across the countertop pieces and needed repair as well. I emailed pictures of the installed cooktop, the new cooktop corner, and the elevated seam to Sunset Granite after stopping in person to their office in *********. The owner **** called and we discussed the pictures, the cooktop cutout alteration using the new cooktop as a template, and the seam repair. He gave me a verbal cost which I agreed to, a quickbook estimate was sent, approved and paid as required before the work was completed. An appointment was made for the work to be done 5-14-23. The new cooktop was available for templating the corner alterations on the countertop. My wife was at home working on the day two Sunset employees presented to do the work. Neither of the employees spoke english. An incorrect radius corner was cut with the countertop contacting the ceramic top of the cooktop leaving no space for sealant as the original cooktop was pictured and shown. The contour of the new cut did not match the cooktop corner shape. The seam repair work was not performed.I returned home from work at 3pm and phoned **** to discuss the corner alteration done incorrectly and the repair that was not even attempted. **** stated that it was my fault that I didn't tell the workers what needed to be done, and that I should have called him while the workers were still on site if I was not happy. He did not explain how I could have discussed the job with a non english speaking worker after explaining that my wife and I do not speak spanish.He informed me that I was due no refund and that we lived too far for his company to come back and correct the work.

  Business Response

  Date: 06/14/2024

  The crew at fron Sunset Granite did the work riquired.  Wife approved of the work the crew did.  Apparently, wife didn't know what needed to be done.  Communication is not an issue since my crew will called me when there is a communication proplem.
  
  

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21712619
  
  I am rejecting this response because:

  Owner response claims three points all of which are incorrect:

  1.  ******** from Sunset Granite did the work required.

  ******** from Sunset Granite did not do the work required that I had requested.

  The uneven seam that was agreed upon in the payment amount was never addressed.  The radius of the curve that Sunset Granite cut out of the countertop was incorrect as shown in the pictures provided.  The new cooktop was provided as the template for the correct radius cutout.

  2.  Wife approved of the work the crew did.

  My wife did not approve of any work that was done.

  The discussion and description of the work that was requested was held between me and Sunset granite owner ****.  I discussed the work in person at his office with the front desk person, and by phone after I had sent him pictures of the problems to be addressed.  We discussed each of the pictures and he acknowledged understanding what I wanted to be done.  At no time was anyone else involved.  My wife was at home to allow entrance to the home for work completion only.  She was never involved in the details of what was to be done and had no knowledge of the problem to be addressed nor of the discussions that I had had with ****. My wife did not approve of any work that was done, she only knew she had to be present when the workers from Sunset Granite were working at the home.  **** and I had agreed on what was to be done, not my wife.
  

  3.  Communication was not an issue:

  Lack of communication was the entire problem.  

  **** was the person that had knowledge and verbalized understanding of what was to be done after reviewing pictures of the cooktop and countertop.  This was not communicated to the workers that showed up to the home.  An incorrect radius was cut into the countertop not matching the new cooktop and the unlevel seam was not addressed.  There should have been no need for communication at the job site for the workers to be told or shown what to do by the person who opened the door for access to the worksite.  This communication and direction should have come from Sunset Granite owner ****.  If he had questions about what needed to be done, I was available for consultation but not contacted.

  Neither of the workers sent to my home spoke or understood english.  Neither worker called **** to let him know that the person who let them in the home could not speak spanish and that they could not communicate with them.  They did not communicate with **** that they did not know what work needed to be completed.  **** did not call me to discuss the obvious lack of communication ability.

  I reject the owners response in total.

  
  Sincerely,
  
  *************************