ComplaintsforEast Coast Granite & Tile, Inc

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 27, 2023 I ordered granite for my new kitchen cabinets. I estimated it would take 80 sq. ft. and paid $4681.00 for the granite and sealer.. I was told by the sales rep Scott I******* that if less was needed I would get a refund or be charged if more was required. The granite was installed on Monday April 3 on the sealer was done on Friday April 7, 2023. When the install was complete I was informed that only 71 sq. ft. was needed and I would be receiving a refund. It is now 14 weeks since the granite was installed and have not received my refund of $495.00. I have been told twice by the sales rep that he has put the paper work through and have hadd no contact fromm East Coast Granite

  

  Business response

  07/10/2023

  To Whom It May Concern:

  We apologize for the oversight and delay!   We will be issuing this refund to the Customer immediately !~

   

  Regards,

  Edward D****, CEO

  Customer response

  07/12/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid half the price for countertop. When they came out it was wrong color all the way off. And it was measured wrong too thin. I ask that they recut it and do it. They said no that's it. And Jeff said he need his other 600. I said I was not paying them the job is incomplete and I want my deposit back. They took the counter and said they going to report me for not paying.

  

  Business response

  04/24/2023

  We have refunded the customer in Full

   

  Thanks,

   

  Ed

  

  Business response

  04/24/2023

  We have refunded the customer in Full

   

  Thanks,

   

  Ed

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a stone countertop which was selected from their remnant section. The contract states all remnants are sold as is. Accepting this is my part of the contract. The counter was installed and damaged by the installer in which he smeared silicone all over the flat black colored stone. The counter was no longer as was when I chose it from the remnant section. This is their portion of the contract. The silicone cannot be removed. East Coast had people attempt to clean it off two times. After many weeks of waiting for responses to promised communications, I was told that they will not honor their end of the contract and I should just purchase mineral oil and keep it treated so the smudges snd smears don’t show as badly. I do not accept this lack of responsibility nor do I appreciate their lack of customer service.

  

  Business response

  03/14/2023

  To Whom it May Concern:

   

  We have met with the customer and have agreed to replace the Vanity Top.

   

  Thanks,

   

  Ed

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2019 we remodeled our home and purchased approximately $9000.00 worth of granite countertops for our kitchen and bathrooms. We also purchased a sealant that was to help preserve the shine of the granite with a 25 year warranty. In 2021 we started noticing problems that have continued to get worse. We contacted East Coast Granite and were told they only warrantied the countertops for installation only (not the granite) for one year. We have three cracks in our kitchen countertops running the full depth of the countertop and spidering out. They begin at the outer edge of the counter and are not at seams. We were told that East Coast Granite would come out but for a $250 fee to come look at the counters, then we would be responsible for the cost of the repairs. Additionally they thought it would be several months before they could get out to look. We have been very careful about how we treat and use the countertops and do not abuse them with heavy, hot or cold pans on the surfaces and we clean them using the instructions we were given by East Coast Granite. Our next problem was with the finish that we paid extra for. East Coast told us that was contracted out to Granite Pro. This was sold to us as a 25 year warranty. After numerous calls Scott Higginbotham called. He spoke with us and said that we needed to buy additional products for a through cleaning and repolishing. The sealer was sold to us as a way to prevent this from happening. We don’t understand what the purpose of the warranty was? Granite Pro also did not see pictures or send anyone out to look at the counters. We FINALLY did get a visit from an employee - this October -who agreed with us about the cracks and the sealer not being applied properly. However all he could do was take pictures and report back to the store managers. He did say that all could be fixed but, his boss - Tim would have to arrange the plan. We have heard NOTHING, not a returned call.

  

  Business response

  11/22/2022

  To Whom It May Concern:

   

   In response to the complaint filed by the Simpsons we can only point out our warranty policies.  We stipulate in our contract that we only warranty our installations for 1 year which generally covers any failures of seams or sink installations that may occur.

  We do not and cannot warranty any natural stone as it is an earth made product vs man made material such as Quartz.   The 25 year sealer that was applied has a very specific addendum for Care and Maintenance of the product by the homeowner.  These documents have been provided to the customer and will follow.  

  Any repairs that are to be performed by ECG post warranty period, will be charged to the customer as service calls.  The "cracks" that are referenced in the complaint are not something that can be warrantied since they are the nature of the material.  If they can be filled and polished we can perform that work but will be assessed and pricing determined at that time.  

  it is also important to note that the 25 year sealer is ONLY rated and warrantied to specifically prevent STAINING of the Material and does not have any affect on the "Shine" of the material in any way.  This information is included in the Dry Treat Performance Warranty Certificate that has been provided to the Customer.  

   

  Sincerely,

   

  Ed D****

  ECG Management

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Feb 1, 2022 I placed an order for two custom granite counter tops from East Coast Granite & Tile from Ira Lerner, the sales agent. The total of the invoice #***** was supposed to be $900 with 50% down and the remaining balance upon completion. I paid the $450 plus a 3% fee for a credit card transaction on that date. The job was not completed until Apr 28, 2022 due to various problems with the company and its installers. On that date I asked to be provided a detailed invoice of the charges, and explained that there were cleanup issues remaining from the installation. I personally told Ira Lerner that I would mail a check for the remaining $450 when I received the invoice. On May 13, 2022 the company charged my credit card (which without my knowledge, they had kept on file) for the remaining balance plus a 3% credit card fee. When I called Ira on Jun 7, 2022 he sent me an invoice for $400, which I told him I would pay as soon as they processed the $463.50 refund on my credit card. The company has refused to process the refund to my credit card. Furthermore, after I filed a dispute with my credit card company because East Coast Granite & Tile was not only not authorized to charge my card, they should never have kept my credit card information on file, they still refused to acknowledge that my dispute was valid. This company keeps customer credit card information on file with the intent to process charges even if the job is not done as agreed. Because they keep that information on file, they have the ability to over charge the customer whenever they desire. I was over charged $63.50 and East Coast Granite & Tile refuses to process any credit to my credit card.

  

  Business response

  10/14/2022

  To Whom It May Concern:

   

   We have met the Customer's request and the issue has been resolved.

   

  Sincerely,

   

  Edward D****

  CEO

  East Coast Granite and Tile, Inc.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Fiance and I purchased our home Feb 24th 2022. We bought knowing that we had projects that we wanted to do to include new countertops for the kitchen. We chose to go with East Coast Granite because of the quality, price and salesman (name withheld for privacy unless required) at the Laurens Rd store. Everything seemed to be going well; premeasure quote, template and then came the install and it has been nothing but horrible since. Granite install looked like 2 drunk guys installed it. Backsplash not attached to wall. Scratches EVERYWHERE, gouges in our new granite and NOT buffed at all for a professional install "complete" job but the real kicker is the damage they did to our new (to us) home and newly remolded kitchen! They cared nothing of our home - tore out drywall to place slabs, etc. I have all of the pictures to prove. I took these to the store and was promised a return visit by their best guy. This man came out, saw the shape of the granite/damage and could do nothing but shake his head. However, he worked magic and brought the granite to a level that made us happy. We were to have sealant work done later and then renegotiate the due bill after the drywall in our kitchen was repaired. That whole process took about a month (sealant applied) but without notice of a due bill/negotiated rate - we find that this company is threatening to place a mechanics lean on our home!! All for what? Their poor communication (scheduling), their poor install, their poor communication with us afterwards - we have NEVER received a due bill with compensation for ALL of our frustrations, time off from work to reschedule all of this re-work AND still our drywall is damaged!! No bill agreed upon or even sent to us but we certainly received notice of a mechanics lean on our house! This is beyond absurd and I would caution EVERYONE to due your due diligence before hiring this company. Learn from us!! I'm still fighting these people hoping that someone steps up.

  

  Business response

  08/01/2022

  To whom it may concern:

   

  We have come to a settlement agreement with the customer.  Please contact complainant and verify.

   

  Thank you,

   

  Ed D****

• Initial Complaint

  06/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Technician came out mid april to do template. We were moving in the house and saw after he had ripped off not only the new paint while removing countertops but drywall too. He told us we can go choose where our seam would be so I did check mark yes on form and kept our sinks and were told they will call us when they will be cutting to pick seam layout and take sinks. 2 weeks later I got a call from Suzy asking where the sinks were. Told her what we were told. She said no we dont let you pick where seam is that's up to fabricator...so I drove 30 miles and dropped off sink. Now I see on website her and Tim both lied. 3 weeks later they came to install countertops. Spent 3 hrs and when they were done I told technicians that seam is in an awful location...not by sink not be cabinets but a third of the way in between. He told me there was nothing he can do. I asked him to please fix seam it was thick and gray. Our countertops are black. He reassured me it will dry and be ok. Monday I sent Suzy pics and text showing how bad it looked and we found the backsplashes were all chipped and jagged. No smoothness at all. She reassured they will fix it. A few weeks later tech came out and said whole countertop needs to be replaced but they're making him fix it. I called Suzy and Tim to let them know I want new countertop with seam in correct position. They said no. It will be fixed and fabricator decided it was best there. Meanwhile for weeks I have asked to have old countertops and sinks picked up off my lawn that were left by technicians. Never happened so my husband took it to the dump after grass was dying. Suzy said we would get reimbursement. Again..nothing. so the technician that day sanded the seam down and said he will be back next week for a whole day to fix it and not to get any water etc on the or around the seam. Weeks later....I'm being told they're coming. Suzy said her boss Jeff would call...1.5 week later nothing...said tim would call....nothing.

  

  Business response

  07/05/2022

  To Whom it May Concern:

   

  We have re-maufactured and installed the customer's counter tops.  She has signed off on the work and the 25 year sealer is being scheduled at this time.

   

  We believe that this complaint has been resolved.

   

  Thank you,

   

  Ed

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I selected East Coast Granite of Spartanburg to replace our granite counter tops in our kitchen. The contract and sales process outlines a template review of the counter tops before the granite is cut. It is not mandatory that the client attend this meeting, but I chose to participate in this review on August 4, 2021. At the template review I took pictures of the layout in which the section of granite for our bar top does not have a seam, which is what we were expecting. On August 9, 2021 the granite was delivered and installed. After reviewing the layout photos to verify there was not supposed to be a seam in the bar top, I immediately notified the East Coast Granite sales rep. We have made several joint efforts to resolve. Now East Coast Granite is in the process of putting a lien on our house. Note, all monies have been paid for work completed and approved.

  

  Business response

  10/29/2021

  To Whom it May Concern:

   

   East Coast Granite and Tile has ceased pursuit of Mechanics Lien.

   

   Customer is Paid in Full with nothing further owed to ECG&T

   

   Customer accepts granite AS-IS and expects nothing further from East Coast Granite and Tile and will hold harmless from any further liabilities 

   

   Regards,

   

   Edward D****

  Customer response

  11/01/2021

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me under the condition that a final invoice #***** is provided "Paid In Full" by East Coast Granite and Tile.

  
  Regards,
  
  ****** ********** 

• Initial Complaint

  08/17/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchase quartz countertop from this company on contract dates 05/17/2021 for fabricated and install 54 S.F countertops in the kitchen and a free sink. Countertop in the guest bathroom cost $4629.00 the was finish on 06/02/2021. On or about 05/19/2021 Dustin (sale person) came to my home to picket a deposit of $2300.00 at the same time my wife ask him for A quote on the master bedroom countertop and she inter in to s verbal contract with Dustin on the countertop and Dustin sale person was to give and estimate in righting but he never did received one. So the invoice for the Master bedroom countertop does match the purchase, they never delivered the item that is stated in the invoice to my home it was never install. The person that took the countertop out Damaged my Sheetrock wall in the master bathroom and didn’t repair so I had to have someone to repair the wall the cost $140 that they owe me East coast granite & Tile send me a notice of intention of file a Mechanic’s Lien

  

  Business response

  09/15/2021

  After looking into this situation, some interesting facts have come to light:

  
  

  1.  The Billing amount was the correct amount except for an overcharge on Vanity sink bowls and cutouts.  We charged for 2 of each and there was only 1.  This adjustment has been made

  
  

  2.  The Square Footage that was charged for the Kitchen and Bath was actually Undercharged by .5 s.f. in Total so we clearly did not overcharge the customer.   The only difference is that the s.f. charged in each room was invoiced with the Bath showing more s.f. than it should have been and the Kitchen was invoiced showing less than it should have been.  The bottom line amount remains the same since it was the same material in both rooms and the price per s.f. was the same for each.  We have since moved those numbers around to accurately show the correct s.f. in each room and adjusted the sink bowl and cutout charges.  All adjusted docs have been emailed to the customer 

  
  

  Further, his claim that we never Delivered or Installed his Bathroom vanity counter top is completely untrue.  I have an installation sign-off that the customer signed stating that he accepted the installation of all product and that it was done correctly.  

  
  

  I will email docs to you to substantiate my position on this. Also, his claim that we owe him for damages that occurred during the tearout is refutable with a signed statement by the customer that he would not hold us liable for any damage that might occur.

  
  

  With the adjustments made as appropriate and corrected, we demand payment of the reduced balance for the work immediately.

  
  

  Thank You,

  
  

  Ed.

  
  

  ***Email of substantiating docs to follow

  Customer response

  09/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ******* *******

  we stated that they never install in the master bedroom a 20.25 square foot countertop.

  if you look at the last invoice you will see that the amount doesn’t  equal to $1480. The verbal contract  quote that they gave us was less then $900.

  thet damage was do to the workers neglect all he need to do it to remove 6 screw and remove the countertop from it place but he used a large hammer and broke the back splash board that counter was remove last year with no problem.

  we paid the original contract and if you look at check it state payment in full fo contract date 05/17/21

   

  the Check state that payment in full for contract dated 12/17/21

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  December 27th contracted with East Coast Granite for new countertops. Price was $5470. We have installed granite countertops in other homes and said we wanted granite and also explicitly stated we didn't want marble. We know that marble does not match up to the strength and durability of granite and would not hold up to the baking in our kitchen. Met with Sara at ECG and gave requirements of granite and not marble. Selected Portinari because we were told it was quartzite. When asked about how it compared to granite we were told it was "as hard and as durable as granite." April we noticed cup rings on the countertops. Tried to clean them but it didn't feel smooth. Then noticed what we originally thought were "character" marks in the stone only to realize it was chips and cracks. After repeated calls we finally were informed it is a "finicky" stone and then learned they never sealed the countertop. More details in attached docs.

  

  Business response

  08/30/2021

  To whom it may concern:

   We have looked at this complaint and several things stand out.  First, the claim that the customer makes about saying to the sales rep they did not want to purchase Marble is a case of "He said - She said" as the sales rep states that conversation didn't take place.  Since there is no documentation either way then it is impossible to prove one way or the other.  Secondly, I do have a document signed by the customer indicating that they did receive the correct color of stone at the time of installation.  That being said, there is obviously a failure on our part to provide the correct service when it comes to stone protection/permanent sealer that has led to the damage of the customer's countertops.

  Therefore, we have come to the following decision.  We will offer a full replacement of the Counter tops in any color of Granite/Quartz of the same price level that we have in our current stock. 

  We will not offer a refund as it is clear that everything in the course of this transaction went properly and the customer was satisfied with the final outcome.  Only when they realized that a misunderstanding or mistake occurred in the selection process did they have any issues with us.  Therefore, we reserve the right to replace the product and attempt to satisfy the customer rather than pay for them to hire another company to start the process from the beginning. 

   

  Sincerely,

   

  Ed

   

  Customer response

  09/01/2021

  We would like to know when and where to meet with the business to begin working on this resolution.

  
  

  Thanks,

  

  Business response

  09/15/2021

  Please have the customer come to **** ****** ** ********* **** ***********....our Main Supply location on Monday 9/20 to select new product.  They can see Sara or Chris (Sales Manager)

  
  

  Thanks,

  
  

  Ed

  Customer response

  09/15/2021

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  We will stop by the noted location on 9/20 around 4:30 PM.

  
  
  Regards,
  
  **** ****** 

*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. ↩