ComplaintsforSouth Star Granite & Flooring

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I believe South Star Granite mislead and deceived me by selling me marble countertops NOT quartzite. They also will not provide me copies of any quotes, or my final bill paid in full, will not provide me with copies of their license(s), and are not abiding by their contractual obligation. On March 28, 2023 countertops were installed.1. SSG has failed to provide proof that the countertops are quartzite; 2. On or about April 6, 2023 (only 9 days after installation) I noticed a ring **** and a few other water splash ****s on the countertop. These ****s would not wipe off. 3. Since that time, I have noticed 2 more water ring ****s etched into the countertops. 4. On two separate occasions I called SSG in ****************, **, to inquire about panda white countertops. I was informed by two different employees of SSG that panda white is a marble slab, cannot be anything other than marble, and is not good choice of slab to use for a durable countertop. In addition to the above, I noticed several areas under the countertops where there are cracks that go all the way through, up the side and on the top of them and it appears to have some sort of filler or caulk. This leads me to believe SSG knew there were cracks before countertops were installed. SSG technicians tried to remove the water****s on 2 separate occasions. They were unsuccessful, and we were told by *******************, that we mustve done something wrong. ******************* just kept gaslighting us and kept insisting we left something acidic on.I informed SSG that if this continues to be a problem and we continue to have etchings from normal use, we want the countertop removed at South Stars expense and a full refund. I have been very careful and wipe up every time I use the sink and water splashes onto the countertops. I cant understand how a countertop can be used for normal every day use if you cant use your sink or set a glass or dish down without the fear of leaving etchings into the countertop. Thank you.

  Business response

  05/31/2023

  Dear Customers,
  
  We deeply value each and every one of our customers and strive to provide exceptional service at all times. We recently received your complain expressing your dissatisfaction with your recent experience, and we sincerely apologize for any inconvenience or frustration this may have caused you.
  
  It is our goal to provide top-notch customer service and ensure that all our customers have a positive experience. We appreciate the opportunity to address your concerns directly, and we want to assure you that we are fully committed to rectifying the situation. Rest assured that we are currently investigating the matter thoroughly to determine what led to the issues you encountered.
  
  At South Star Granite, we prioritize the accurate representation and preservation of the original characteristics of our products as per the specifications provided by our trusted suppliers.
  
  Initially, the customer raised a complaint regarding the presence of "water ring marks" on the countertop. Regrettably, these marks cannot be covered under the warranty for material defects, as they are a direct consequence of the countertop being misused.
  
  Upon visiting our store to report the issue, the customer initially attempted to attribute blame to our company for not providing sufficient guidance on the proper usage of the countertop. However, it is important to clarify that such instruction does not fall within our sphere of responsibility.
  
  As a gesture of goodwill, we promptly dispatched an experienced installation team to the customer's residence, at no expense, in order to inspect the damage and explore potential repair options. Unfortunately, subsequent examination of the countertop's condition by the installation team concluded that repair would not be feasible.
  
  Shortly thereafter, six days prior to the expiration of the 30-day material warranty period, the customer raised a complaint about the presence of "cracks" in the countertop. However, subsequent analysis of the provided photographs refuted these alleged "cracks", revealing them to be mineral veins. It is noteworthy that approximately 70 slabs of the same material have been sold to other customers, none of whom have reported a similar issue.
  
  We sincerely acknowledge the customer's frustration and deeply regret any inconvenience caused. Nevertheless, it is abundantly clear to South Star Granite that the customer, subsequent to misusing the countertop, made persistent efforts to shift responsibility onto our company for the resulting consequences.
  
  It is pertinent to note that South Star Granite boasts an extensive tenure of over 15 years in the industry, during which we have successfully installed more than ****** kitchens. Throughout our history, we have on several occasions taken ownership of our errors and rectified them by replacing entire kitchens when it was unequivocally determined that the issue stemmed from a mistake or defective material. Ensuring customer satisfaction is our utmost priority when we are at fault.
  
  Best regards,
  
  South Star Granite

  Customer response

  06/12/2023

   
  Complaint: 20071906
  
  I am rejecting this response because:

  South Star Granite (hereinafter referred to as SSG) mislead and deceived me by selling me marble countertops NOT quartzite. On two separate occasions I called SSG in ****************, **, to inquire about panda white countertops. I was informed by two different employees of SSG that panda white is a marble slab, cannot be anything other than marble, and is not a good choice of slab to use for durable countertops. (I have dates, names, and phone records of such communications). This explains why water ring and splash ****s are ETCHED into the countertops and SSG technicians were UNABLE to remove them on two separate occasions. Also, even with extreme care there are several other water ring and splash **** etchings, that I am unable to remove. This also leads me to believe that the stone I purchased is marble and NOT quartzite. 
  
  SSGs response states, Rest assured that we are currently investigating the matter thoroughly to determine what led to the issues you encountered.  Please verify what investigations you have performed and what your thorough investigation has revealed? 
  
  SSGs response states, At South Star Granite, we prioritize the accurate representation and preservation of the original characteristics of our products as per the specifications provided by our trusted suppliers. Please provide the supplier contact information as well as the documentation provided to SSG from the supplier for the slab we purchased. 
  
  SSGs response states, Shortly thereafter, six days prior to the expiration of the 30-day material warranty period, the customer raised a complaint about the presence of "cracks" in the countertop. However, subsequent analysis of the provided photographs refuted these alleged "cracks", revealing them to be mineral veins. Is it SSGs practice to place a filler or caulk in mineral veins which go through the slab from top, down the side, to the bottom? 
  
  SSGs response states, Nevertheless, it is abundantly clear to South Star Granite that the customer, subsequent to misusing the countertop, made persistent efforts to shift responsibility onto our company for the resulting consequences. If SSG can provide the requested information/documentation, and physically see the cracks we have spoken about perhaps this matter could be resolved amicably. 
  
  The South Carolina **** of Laws, SECTION *********, (A) provides:
  (11) false, misleading, or deceptive advertising whereby a member of the public may be misled and injured; and
  (12) contracting or offering to contract or submitting a bid while a license is under suspension or probation;
  
  Therefore it is of the upmost importance and why we have requested numerous times copies of SSGs ************, **, location license(s) at the time the contract was signed, through present date. 
  
  I have also requested numerous times and SSG has failed to provide readable copies of any and all quotes, bills, invoices, and the final bill paid in full. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We picked out a quartzite slab in Dec 2021, took measurements to make sure a large black defect at the bottom would not be used and were assured that it would work. We ordered the quartzite in the beginning of February 2022 and were told they already had our stone slab marked so we're not directed to pick out a slab. When they installed the quartzite, not only was there a large black defect, there was a different slab used. After multiple conversations with the salesperson and manager, and a trip to Myrtle Beach to pick out alternatives to correct their mistake, they want to charge us for the removal and a new stone as well as all other associated costs( basically about $3000). The slab that was defected was 105" x 42"

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/05/17) */ In response to ***** *****'s complaint, we would like to dispute it. First, the Quartzite was not defective. There was, however, a natural black vein running across the slab, which the customer knew from the outset. Nevertheless, the customer insists that it constitutes a defect. The chosen slab was approved by three members of the family, who signed the contract and put down a deposit to begin fabrication. Due to the size of the island, it would be impossible to fabricate the countertop without exposing the black vein. At the time of the signature of the agreement, South Star Granite offered the *****'s the opportunity to approve the template on the slab for an additional fee, which was documented on their signed template agreement (point 4.4), but they declined to do so. Since: (a) there is no defect in the stone, (b) the countertop was fabricated with the selected material and, (c) they refused to pay to review and approve the template on the slab, we do not consider ourselves liable in this matter. In addition, they still owe South Star $1,431.50 for the installed countertops. In response to their complaint concerning the countertop, as a courtesy and to make them happy, we offered to remove and replace the countertop as soon as possible. However, the cost for the replacement project will be their responsibility. Subsequently, the customer returned to the store to reselect, but chose a more expensive slab which, in conjunction with the tear-out charge and the trip charge, resulted in an additional cost, which they refused to pay. It should be noted that Mr. ***** acknowledged during the visit that it would be impossible to cut the island without exposing the black vein. In reality the customers are not satisfied with the aesthetics of the stone, which they selected and approved, after installation, and they are now demanding South Star Granite to replace everything at no additional cost, despite the fact that they still owe South Star Granite $1,431.50 and refuse to pay any additional fees. Consumer Response /* (3000, 7, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to Southstar Granite: We have 2 pictures that we would like to forward but were unable to attach to this response.(If there is a way for us to forward , please let us know) The first picture is of the slab we selected on our initial visit 12-13-21(and the only slab we ever selected); the salesperson (Keroly) stood with us as we measured 42" down and 103" across (our estimate at the time; turned out to be 42" down and 105 across"). We were assured that the large black"blob" (Not a vein, but about 8-10 inches wide, and at least 50-60 inches down from the top) in the bottom left would not be used; we were Ok with the approximate 2 inch black veining above it. This is the only slab we ever selected. We were later told (after the installation) that we couldn't of had that slab because it had a yellow tag on it which meant it was already sold ( however looking close at the picture you can see slabs from the same lot without a yellow tab). We were never informed of that by the salesperson and had no way of knowing that this slab was not available. The second picture is of the counter installed. There is a large black "blob" in the bottom right about 8-10 inches wide (and no black veining running above it as in the slab we selected); so it is evident that a different slab was used than was selected. At the time of paying a deposit and placing the order 2-7-22 (with a different salesperson as Keroly was off), we were never instructed to pick out another slab and never offered a template review. It was told to us that our slab was marked already. They mention that the slab had a black vein running through it that could not be avoided and we knew this from the outset. This is simply not true. We had specifically measured the stone we picked to make sure the black"blob" would not be used. When disputing that the wrong slab was used, they showed us other slabs in this color which do have the black "blob" running down the center, and we agree had we selected one of those slabs the black "blob" would not have been avoidable. We specifically did not want that in the slab we chose; we would not have chosen one of those slabs. If there was no way to avoid the black "blob" we would have chose a different slab/color. If we would have seen a template before it was cut we would have declined the slab used; again review of template was never offered. The day of installation we emailed them with the problem which is evident by the 2 pictures and asked for a resolution. It took many phone calls to get a response. We agreed to a replacement of a different quartzite. ***** went to S.C. to meet with the salesperson and manager 4-26-28( manager did not show) ***** picked out a different quartzite slab. Nothing was said regarding cost to us to replace. ***** noticed the next day that there was a charge to us for $2025. ***** then went back and met with the manager, Windson on 4-28-22. Our pictures were shown to him and he agreed that it could not have been the slab used. He understood our position and would talk to his boss and call us back the next day. (No call received) ***** and Windson examined the available slabs of Bronco Vitoria Premium and those slabs had the "blob" in the center; ***** did agree that those slabs would not work, but the slab we selected would have worked. So the statement that ***** agreed that it was impossible to cut the island without exposing the black vein is true only to the extent that he was looking at the alternative slabs - not the slab we had selected. Meanwhile, we were told the alternate slab was defective so we were instructed to pick out another slab; We picked out a few alternatives via pictures sent to us. After we made a few possible choices, new estimates were sent to us with new charges of approximately $3000. ***** finally was able to talk to Windson on 5-5-22 who refused to take any responsibility and would not offer any reasonable resolution. We were willing to pay the difference in quartzite price . In reality, we are not satisfied with the aesthetics of the stone that was selected FOR US and never approved; we would not have approved a slab with the large black defect. Since a. the slab selected was not used, b. Southstar granite selected a slab and fabricated with a material we did not select, and c. no communication was made to us regarding a different slab selection or offer to approve a template; we consider South Star granite liable as they did not deliver the product as ordered by us. We therefore, are owed our deposit of 2148.48 plus the cost of removal. Business Response /* (4000, 9, 2022/06/03) */ I tried to reach Mr ***** by phone, but his voicemail is full. I emailed him to propose a settlement of your issues with your island countertop. After discussion with management, we are willing to replace the island countertop with the same material as originally selected, but slab will be cut to avoid the black blob, as you called it, although it will include the black vein running across the slab. We will complete this at no additional cost to yourself. Our only requirements are that we are to be paid the balance outstanding of $1,695.48 at time of installation and you agree to notify the BBB and any other social media account you may have posted to that the matter has been resolved satisfactorily. Please advise if our proposed settlement is acceptable. Consumer Response /* (4200, 11, 2022/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, the balance due had the job been completed as ordered would be $1431.50. The total price quoted was $3579.98. We paid a deposit of $1695.48 pm 2-7-22, then an additional $453 on 4-6-22. So our total paid so far is $2148.48. Second, as you are aware correspondence in the past (numerous phone calls and emails regarding a resolution) have been from ***** and ***** as **** is unable to take phone calls at work. We have had multiple correspondence and phone calls so you have these numbers and emails on file. Any correspondence should be directed to ***** or *****. Had your offer to replace had been made even a week earlier, we could of considered. But, since we were unable to get any reasonable resolution and were told we would be charged for the removal and replacement, we needed to pursue other options. The kitchen has been out of commission (no plumbing, disposal, or dishwasher) for 4.5 months and we needed to find a solution. Since we had no indication of a willingness to work with us, we have hired contractors to remove the existing piece and replace. This will cost us $3000 so we continue to reasonably request the return of our deposit of $2148.48 plus the cost of removal.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/1/21 we bought a Premier Quartzite countertop from South Star Granite in Myrtle Beach. Within days of installation the countertop started showing etchings on surface from ordinary use. We tried multiple times to contact the company, no response. These etchings increased until 100's of deforming defects cover the countertop surface. We sent pictures of the defects to the company on 11/5/21. After many calls, they finally sent their technician, on 12/30/21 who confirmed the defects existed. He said this may represent poor manufacturing and he reported back to his manager. More unanswered calls and texts, and finally the manager's response was; "the countertops can't be repaired. ... material of this nature requires special care to ensure they remain in good condition". No care instructions were ever given to us by anyone at the company. When I asked the manager and technician for instructions they said; use soap and water and no special care was necessary. Under ordinary use, and despite good care by us and our professional cleaners, the countertop became permanently disfigured by tap water and must be replaced. More unanswered calls were made, when I said I would get a lawyer involved, the manager then sent his "expert technician" on 2/15/22. He tried to repair the countertop and found it irreparable. He also said the stone was defective and that his manager would get back to us. Attempted contacts by me on 3/3,8,16 19/2022. They responded on 3/21/22. The manager said; "we cannot repair your stone." "... your stone was installed on 4/1/21 and your first email was on 11/5/21" (when I sent the pictures). "The warranty for natural stone is one month after installation." I have documented attempted phone calls and a letter from my cleaning professionals, verifying the etchings started within days of installation. I paid $6,674.67 (transaction XXXXXX) for the countertop and installation, and it will cost more than that to remove and reinstall new countertops.

  Business response

  09/27/2022

  Business Response /* (1000, 14, 2022/05/19) */ We were able to work out a settlement with Mr. ******** and he has agreed to remove the complaint. Consumer Response /* (3000, 16, 2022/06/02) */ We now have a tentative agreement with the company to satisfy the problem.However, none of the points in the agreement have been satisfied as of yet. I will give the company some time to fulfill their agreement, but their track record has not been good. I want to keep the complaint open until the company fulfills and completes the requirements of the agreement. If there is anything else I need to do please let me know. Thank you for your help in moving this process along. Consumer Response /* (2000, 25, 2022/07/21) */ As follow up; Southstar has completed their refund and removed their defective countertop. I am satisfied with the solution.Thank you for your help. ******* C ********

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