ComplaintsforUnited Granite LLC

• Initial Complaint

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on or about 08/14/2023 we were getting estimates for quartz countertop and back-splash with Chris from United Granite. We decided to purchase, and we originally gave our template to Chris from originally going with **** *****. He advised us he couldn't use that template, which he said to us they would have to do another template. We said no problem, and he base our price on the project from the template that he said could not use. He called us, he said we needed to come in to complete the paperwork since his guy shot the new template. When the job was done it had major discrepancies. We contacted Chris to explain that the template his guy shot was totally different from the one he did the numbers for. Chris had two gentlemen stop by to check the issues. One was Fred the shop manager. The other was probably a owner. They checked the mistake and realized it was cut wrong. They told us we had a choice take $250or have them do the work over but they were not compensating us for the Island that was cut wrong. First cover up was to say we signed for numbers that they shot. Then to add insult our intelligence to take $250, really what were we going to do with the money when the job looked like $...and it would cost more to correct. then we have an issue with no compensation for the Island. We are requesting to get what we paid for. They returned to correct the first mistake but. Then the 2nd mistake we were told we were supposed to tell the templater to keep the measurements the same. that was not in his instructions to make each measurement different. we just want the company to own up to its mistake and be honest. I tried uploading my documents, and original but it said to large.

  Business response

  11/29/2023

  Dear Mr. ****,
  

  Thank you for your message. I apologize for the delay in addressing your concerns; the holiday season required additional time to thoroughly investigate the complaints regarding your project.
  

  Firstly, I want to clarify that we don't base our fabrication on **** ***** measurements or any other source aside from United Granite's approved measurement technicians.
  

  Upon investigation by my company manager Fred and Chris at your house, we identified a couple of issues you raised. The backsplashes being short have already been rectified. Regarding the island, it was cut half an inch shorter on two sides. However, it's important to note that the fabrication of the island was approved at the size it was cut, as indicated in the attached approved fabrication ticket.

  Please review the approved and signed tickets attached for your reference. We have a substantial track record of standing firmly behind the quality of our work.

  Thank you for your understanding and cooperation.

  Best regards,

  EYUP

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