Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We went to Granite Depot looking for new kitchen countertops. We told the saleswoman, ****** ******, that we were looking for something that looked like marble. ****** showed us a slab that we liked, and we proceeded to the purchase process. I initialed documents stating that the product we were purchasing was a natural stone product. It was never discussed if the product was through-body. After installation, we saw that the product only had the marble veneer on the top and the edges were completely unfinished (edges didnt match the color of the top). When we attempted to contact ****** to discuss a resolution, she said that she had referred it to customer service and hung up on me. We never heard from customer service. And attempts to contact them were met with a full voicemail box. We visited the store and were told that the customer service person was offsite and then would be on vacation. They made no attempt to resolve the issue of the product they misrepresented.

  

  Business Response

  Date: 07/08/2025

  Business Response to Complaint from ******** *****:
  
  Granite Depot appreciates the opportunity to respond to Mr. ****** concerns and clarify the facts surrounding this matter.
  
  Mr. ***** visited our showroom in early 2025 and worked with one of our experienced sales representatives, ****** ******, to select a countertop material that fit his aesthetic preferences. During the selection process, Mr. ***** expressed that he was looking for a stone that resembled marble. He was shown several options and ultimately selected a quartz product with marble-like veining, not a natural marble or through-body product.
  
  As is standard with all natural and engineered stone materials, our contract documentationincluding the customers signed and initialed paperworkmakes clear that stone coloration and patterning will vary, and that the product selected may not be consistent in appearance throughout the body of the slab. Mr. ***** acknowledged these conditions as part of the agreement.
  
  After installation, the customer raised concerns that the edge profile did not match the top surface exactly. This visual difference is a common and well-documented characteristic of certain quartz products, especially those with top-layer or surface-pattern-only veining. These differences are inherent to the product and not a result of misrepresentation, error, or improper fabrication.
  
  Mr. ****** concerns were routed to our customer service team for follow-up. We regret that there was a delay in response and any frustration that may have caused. While our team does occasionally experience periods of high call volume, our voicemail system is not intentionally inaccessible, and we always encourage customers to visit the showroom in person, as Mr. ***** did.
  
  To be clear: the product Mr. ***** selected was not misrepresented, and our team fabricated and installed the countertops in accordance with standard specifications. That said, we do strive for customer satisfaction and are open to reviewing potential solutions on a case-by-case basis. At this time, a full replacement is not warranted; however, we are willing to offer a courtesy edge refinishing or a partial in-store credit toward future work, should the customer wish to pursue additional modifications.
  
  Granite Depot has served the Denver community for over 20 years and completed thousands of successful installations. While we regret that Mr. ****** expectations were not fully met, we remain committed to resolving concerns professionally and reasonably.
  

  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23497059
  
  I am rejecting this response because: We worked with the designer and stated that we wanted a product that looked like marble. We are not countertop experts and trusted the designer that we worked with to ensure that we selected a product that met our desired aesthetic - we wanted a product that looked like marble. It was never disclosed that the product we selected was not through body and would just have a veneer top - which definitely does not resemble marble. There were also no displays that we saw in the showroom that had this type of product. When we were in the showroom, we saw a display with the through body veining and said that it looked great - Ms. ****** said that our countertops would look beautiful like that. I am not sure if this was an error in fabrication - but I cant think that the exposed white edge was supposed to be left like that. Granite Depot did offer to refabricate the coutertops for us - which they wouldnt have done it the fabrication had been done correctly initially. However, with the poor service and complete misrepresentation of the product have led me to not trust what they will provide. The only acceptable solution is a full refund - which I will continue to seek through all available methods. Thanks. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Granite Depot needs to be investigated. They are not transparent, they use strongarm tactics, they send installers to your home who are rude and others try to hustle you on the side, and their employees don't know what they're doing. I placed an order for kitchen cabinets and granite countertops on Dec. 26, 2024. This complaint has nothing to do with the granite countertops. It has to do with the order for cabinets. The cabinets were European style and had to be fabricated by ****************** and they took four months to make, and when they finally delivered them, they were missing 5 shelves and brackets. The shelves were just supposed to be floating shelves, as a nice addition as ****** ******* their salesperson called them. When the installer, ****** *******, came to my condo on June 4 to install the shelves, he told me they were too big, too heavy and not safe to hang in the kitchen. I called ****** ******** Granite Depot's customer service *** and she told me over the phone and in a later email that it was too bad and I needed to just eat the cost and buy some other floating shelves. She confirmed on 6/5, today, in an email that their "HR" department did not approve of a refund of any sort and it was my fault for not looking at the contract. I beg to differ. I was sold the shelves as floating shelves as an addition, and their practice is to NOT itemize their contracts and I was told nothing about the weight, etc. I feel I am a customer, I paid these people well over $10,000 (up front) and they're quibbling about some shelves that amount to about $500 value. I called the cabinet maker and they said they'd see if they could make it right, but I'm not holding my breath. I feel their customer service is terrible I'm not being unreasonable...I just want the floating shelves I paid for.

  

  Business Response

  Date: 07/08/2025

  Business Response to Complaint #*****:
  
  Granite Depot appreciates the opportunity to respond to this complaint and clarify the details.
  
  This customer entered into a cabinet and countertop contract with Granite Depot in late December 2024. The cabinetry selected was a modern European style sourced through Highland Cabinetry, a third-party manufacturer. The order included a set of shelves described verbally by our salesperson as floating shelves, which were intended as a design enhancement. These shelves were part of the overall cabinet package and were not itemized separately on the final invoice.
  
  When installation took place in June 2025, the shelvesmanufactured as part of the Highland cabinet linewere found to be too large and heavy to be safely mounted using conventional floating shelf methods without visible brackets or reinforcement. For safety reasons, our installation team declined to proceed with a mounting approach they felt was structurally unsound.
  
  At the customers request, our service department reviewed the issue. While we empathize with her frustration, we must balance customer expectations with the safety of the final installation. The customer was informed that the shelves, while described in good faith as floating, could not be installed as such due to the actual dimensions and weight of the product, and that the manufacturer may be willing to assist further. To our knowledge, the customer also reached out to Highland Cabinetry directly.
  
  Although the shelves were part of the cabinet package, we do understand the disappointment expressed. As a gesture of goodwillnot an admission of wrongdoingwe are willing to offer the customer either (1) a $300 refund or (2) a $500 in-store credit that may be applied to future purchases, including custom floating shelving or related hardware.
  
  Granite Depot has installed thousands of cabinet and countertop projects in the ************ area, and we pride ourselves on high-quality work and service. We regret that this customers experience did not meet her expectations and hope this offer serves as a reasonable and fair resolution.
  

  
  

  Customer Answer

  Date: 07/08/2025

   
  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.

  I would prefer option (1) a $300 refund.

  I appreciate your efforts to resolve this matter.
  
  Sincerely, ****************************

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On January 31, 2024, we went to Granite Depot to look for a new option. We found a granite we thought might work, but we needed time to confirm with the homeowners. *****, a sales person had mu husband sign paperwork. After leavening the store the same day we spoke with our election. He informed us the ****** would not work for our project.We called to cancel. Were told it would be cancel on Monday.We never received a call back. We never received a measurement. Granite Depot never attempted to fulfill the order.

  

  Business Response

  Date: 05/29/2025

  
  *****************************,
  
  Thank you for the opportunity to respond. We take customer concerns seriously and appreciate the chance to clarify the facts in this case.
  
  On January 31, 2025, ***** ***** entered into a signed agreement with our company for the fabrication and installation of custom countertops, totaling $17,160.56. A $8,560.56 deposit was collected as part of that contract. Our policy, that is clearly stated in writing and explained during the sales process, requires full payment before installation is scheduled. This has been our standard operating procedure for over 20 years. Once the material is cut, it is custom to the client and non-resalable.
  
  The signed contract includes multiple pages of documentation, all of which were signed and initialized by the customer. These documents include:
  
  A clearly stated No Refunds policy, written in capital letters above the signature line.
  A cancellation policy detailing a 25% restocking fee and 75% store credit for canceled jobs.
  Material selection, allocation, and fabrication preparation forms, all of which were signed and/or initialed.
  
  
  Materials were allocated to this job immediately upon receipt of the deposit. While fabrication had not yet begun, time-sensitive ordering and administrative work had already been initiated.
  
  We understand the customers frustration, but we must respectfully disagree with Mrs. ***************** client has repeatedly filed multiple complaints with different companies, which all denied her request. 

  We regret that ***** chose to cancel the contract, but under the signed agreement, the deposit is non-refundable. However, as outlined in our standard cancellation terms, she remains eligible for store credit equal to 75% of the deposit, which may be applied to any future product or service with us.
  
  We remain available to speak directly with ***** should she wish to discuss this further. Granite Depot denies all other claims made by this individual. 
  
  Sincerely,
  ****** ********
  Customer Service Manager
  **********************
  ************

  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23361094
  
  I am rejecting this response because:

  Granite Depot's response is 100% untrue. 
  Materials were allocated to this job immediately upon receipt of the deposit. While fabrication had not yet begun, time-sensitive ordering and administrative work had already been initiated.
  After leaving  the store on Jan 31st we called our electrician. He informed us this design and granite would not work. Our electrician informed us that the granite we were being sold isnt appropriate for a wet bar area. This type of granite is soft. If any damage happens and can frequently. The entire granite would need to be replaced. If damage happens with a normal granite it can be repaired. Our electrician informed us backlighting the area as required for the type of granite we were being sold could not happen at this home and space. We immediately called the sales representative ****** Less than an hour from us leaving the store on Jan 31st. ***** said she was sad we would not be working together and the accounting department would refund the money Monday when they were in the office. No mention was made that work had started. Work can only start once the area for granite is measured. We had no floor plans with us, no real idea of the area size for granite needed.The following week no one from Granite Depot returned our phone calls and never returned emails. The person that answers the phone continued to say they were in meetings. They said people were in meetings and would get back to us. No mention was made on their part there was a contract. Never was an attempt made by Granrite Depot to come to the home to measure. Never was a confirmation of the cancellation from Granite Depot and attempted to fulfill the contract. Granite Depot never tried to honor their side of the contract. 
  
  We understand the customers frustration, but we must respectfully disagree with Mrs. ****** They dont understand my frustration. They never communicated with me. 
  This client has repeatedly filed multiple complaints with different companies, which all denied her request. I was left with no choice but to dispute the charge with my credit card after there was no communication from Granite Depot. They returned our calls or emails after our cancellation request. They simply said they were in meetings. What other companies have I filed complaints with? None. Other than the BBB and my credit card company. 
  We regret that ***** chose to cancel the contract, but under the signed agreement, the deposit is non-refundable. However, as outlined in our standard cancellation terms, she remains eligible for store credit equal to 75% of the deposit, which may be applied to any future product or service with us. No cancellation was ever confirmed; they never returned my calls or emails.
  
  We remain available to speak directly with ***** should she wish to discuss this further. Granite Depot denies all other claims made by this individual. I have been told multiple times if I go to Granite Depot they will have me arrested for trespassing. They have the right to refuse business to anyone. This was before I sent this letter to you. When ***** the sales representative finally called me back, four months after the initial visit. She said she spoke with ****** and he would honor the full in store credit of $8,600 She also said she didnt own the company but thought they should refund the money. Now its a different number they will honor? They know this was not a project for my own home. I have no place to use anything they sell and they know this. Their offer isnt an offer. 
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/02/2025

  Please see attached 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23361094
  
  I am rejecting this response because:

  1. Response to: This complaint revolves entirely around a written and legally binding contract
  Granite Depot did not honor the contract they now claim protects them. They never delivered a product, performed a service, or attempted to fulfill any portion of the agreement. No measurements were taken. No granite was delivered. No installation was scheduled. After the contract was signed, our repeated phone calls and emails were ignored. This is not a dispute over the terms of a contract; it is a complaint about the companys complete failure to perform. In any legally binding agreement, both parties have obligations. Granite Depot failed to meet theirs. It is unreasonable and unethical to enforce a no refund policy when nothing was provided in return. This is not a matter for contract court interpretationit is a matter of consumer protection and accountability.
  
  
  
  2. Response to: Credit Card Chargeback Already Resolved in Our Favor
  The chargeback decision does not reflect a full or fair review. My credit card company attempted to reach me for further details, but when I returned their call the very next day, I was told the dispute had already been closed. Their ruling was made without the benefit of additional documentation or my full testimony. I would welcome the opportunity to appeal that ruling through proper channels. The denial of a chargeback does not mean Granite Depot acted in good faith or delivered what was promised.
  
  
  
  3. Response to: Alleged Refund Assurance
  *****, the representative who had us sign the paperwork, told us directly on the Monday after the attempted purchase that we would receive a refund. She repeated this again to me at the end of May. These statements were made in response to our follow-up inquiries after the business failed to engage with us. ***** was the only person who returned any calls. Her statements were clear and consistent. If Granite Depot now claims that she was unauthorized to say this, that is an internal management issuenot the customers responsibility. The company cannot make verbal assurances, ignore follow-ups, and then hide behind a no refund clause while never delivering the service.
  
  
  
  4. Response to: Communication Issues
  Granite installation is time-sensitive by nature. A delay in communication is not just poor serviceit signals an unwillingness or inability to proceed with the job. ******, the owner, never returned a single phone call. When I visited the store to ask for a status update, he escalated the situation by threatening to have me arrested for trespassing. His employee followed me to my car, photographed my license plate, and they verbally threatened my business. I was physically intimidated on-site. These actions go far beyond a delay in responsethey reflect hostility and misconduct. No customer should be treated this way after paying in full for a service that was never initiated.
  
  
  
  5. Response to: Final Statement
  Granite Depots assertion that it operates with integrity is not supported by their actions in this case. This purchase was not even for my personal homeit was on behalf of others who needed help during a difficult time. It was time-sensitive and urgent, as most granite jobs are. Yet the company took $8,600 and provided nothing. Now, with interest charges accruing, the financial impact is even greater. Declaring the matter closed while retaining funds for services never delivered is not integrityits exploitation. I was also told by Granite Depot that they have the right to refuse service to anyone and would have me arrested if I returned. These are not the actions of a company acting in good faiththey are the tactics of a business attempting to silence accountability and evade consequences.
  
  
  
  Final Summary:
  Granite Depot accepted full payment, delivered no product, performed no service, ignored repeated attempts to contact them, and then threatened me for seeking answers. I am requesting a full refund for $8,600plus interest charges incurred as a direct result of their failure to act.
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I contracted w/ Granite Depot for a home improvement project. So far I have paid $10,645.71 & gotten nothing!February 20, 2025 This was my 3rd & last email w/ ****** where again I explained for a 3rd time that I was no longer interested in moving forward w/ ************************** asked them to refund me my projects expense. I just sent in my fourth loan repayment and still nothing is done! I need to find a new contractor to get this project rolling because Im now almost out of time! & I can not argue or fight w/ these people at Granite Depot anymore. I simply do not trust their word, and they have done nothing so far to keep any money for this project besides perhaps the price of the sink they ordered special for this project, if in fact they even have it- I have not even seen it! After this request I filed a credit card dispute with my credit card company on February 20th, 2025. and then let the dispute process played out, ***** Card kicked back the transaction as valid and the results were announced on Monday April 28th, 2025 after the credit investigation; because Granite Depot presented a contact which stated ALL SALES WERE FINAL but what did i buy? They got $10,645.71 of my money and I so far have nothing! Again, no-one has been to my house even once and I received nothing for a $10,645.71 payment. How is this fair?Monday April 28th, 2025 I contacted Granite Depot after this initial decision was announced by ********* and I demanded to speak to the owner. When I tried to talk to the owner, he became belligerent & started yelling and threatening me, and I replied with my own profanities in response and was subsequently told to have a good life, and to kick rocks! I even showed up in person during business hours at the sales showroom located at ************************************************ and they locked the doors and refused to allow me in. They seem to be scared and surprised that Im so upset. Im upset because they stole my money! I want my money back!

  

  Business Response

  Date: 05/13/2025

  
  *****************************,
  
  Thank you for the opportunity to respond. We take customer concerns seriously and appreciate the chance to clarify the facts in this case.
  
  On April 13, 2025, ***** ****** entered into a signed agreement with our company for the fabrication and installation of custom countertops, totaling $5,000. A $2,500 deposit was collected as part of that contract. Our policy, that is clearly stated in writing and explained during the sales process, requires full payment before installation is scheduled. This has been our standard operating procedure for over 20 years. Once the material is cut, it is custom to the client and non-resalable.
  
  The signed contract includes multiple pages of documentation, all of which were signed and initialized by the customer. These documents include:
  
  A clearly stated No Refunds policy, written in capital letters above the signature line.
  A cancellation policy detailing a 25% restocking fee and 75% store credit for canceled jobs.
  Material selection, allocation, and fabrication preparation forms, all of which were signed and/or initialed.
  
  
  Materials were allocated to this job immediately upon receipt of the deposit. While fabrication had not yet begun, time-sensitive ordering and administrative work had already been initiated.
  
  We understand the customers frustration, but we must respectfully disagree with the characterization that our company misled or took advantage of anyone. Every customer, regardless of age is given the same contract, which is reviewed in full before signatures are requested
  
  We regret that ***** chose to cancel the contract the following day, but under the signed agreement, the deposit is non-refundable. However, as outlined in our standard cancellation terms, she remains eligible for store credit equal to 75% of the deposit, which may be applied to any future product or service with us.
  
  We remain available to speak directly with ***** should she wish to discuss this further.
  
  Sincerely,
  ****** ********
  Customer Service Manager
  **********************
  ************

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23280323
  
  I am rejecting this response because: this response is not intended for me- Is not my complaint, it is someone elses.  I am ***** ***********, not ***** ******. 

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

  

  Business Response

  Date: 05/20/2025

  Dear Better Business Bureau,

  Thank you for the opportunity for me to respond. We take customer concerns seriously and appreciate the chance to clarify the facts. 

  On January 27, 2025, ***** *********** entered into a signed agreement with our company for fabrication and installation of customer countertops, totaling $10,645.71. Our policy in which is clearly stated in writing and explained during the sales process, that there are absolutely NO REFUNDS. This has been our procedure for the past 20 years. 

  The signed contract includes multiple pages of documentation, all of which were signed and initialized by the customer. These documents include: 

  A clearly stated "No Refunds" policy, written in capital letters above the signature line.

  A cancellation policy detailing a 25% restocking fee and 75%store credit for canceled jobs.

  Material selection, allocation, and fabrication preparation forms, all of which were signed and/or initialed.

  While fabrication had not yet begun, time-sensitive ordering and administrative work had already been initiated. We regret that ***** chose to cancel the contract, but under the signed agreement, the deposit is non-refundable. However, as outlined in our standard cancellation terms, he remains eligible for store credit equal to 75% of the deposit, which may be applied to any future project or service with us. 

  Granite Depot denies all other claims made by this individual. 

• Initial Complaint

  Date:04/15/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Date of Transaction: 4/13/2025 The amount of money you paid the business: $2,500 What the business committed to provide you: Countertops for small kitchen and installation What the nature of the dispute is: They took my $2,500 deposit with the agreement from the salesperson that the balance would be due after installation. I called to get details of next steps and was informed that I would need to pay the balance in full (additional $2,500) prior to installation even being scheduled so I cancelled the contract on 4/14/2025. I am an 81 year old woman and went in with my 90 year old spouse and was deceived as to the process. I believe they have over charged for my countertops and am now refusing to refund my $2,500 deposit after only 24 hours before my cancellation. I believe they are taking advantage of the elderly and this could be considered financial elder abuse.Whether or not the business has tried to resolve the problem: The business has refused to even listen to what I have to say. I was willing to follow through with contract until 2 people told me they cannot agree to final payment after installation of counter tops. I am not going to pay $5,000 for new counters before they are even installed.All I am asking for is my $2,500 deposit be returned to me immediately since no work has been done at all. It was only 24 hours before I cancelled my contract.

  

  Business Response

  Date: 05/17/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond. We take customer concerns seriously and appreciate the chance to clarify the facts in this case.
  
  On April 13, 2025, ***** ****** entered into a signed agreement with our company for the fabrication and installation of custom countertops, totaling $5,000. A $2,500 deposit was collected as part of that contract. Our policy, that is clearly stated in writing and explained during the sales process, requires full payment before installation is scheduled. This has been our standard operating procedure for over 20 years. Once the material is cut, it is custom to the client and non-resalable.
  
  The signed contract includes multiple pages of documentation, all of which were signed and initialized by the customer. These documents include:
  
  A clearly stated No Refunds policy, written in capital letters above the signature line.
  A cancellation policy detailing a 25% restocking fee and 75% store credit for canceled jobs.
  Material selection, allocation, and fabrication preparation forms, all of which were signed and/or initialed.
  
  
  Materials were allocated to this job immediately upon receipt of the deposit. While fabrication had not yet begun, time-sensitive ordering and administrative work had already been initiated.
  
  We understand the customers frustration, but we must respectfully disagree with the characterization that our company misled or took advantage of anyone. Every customer, regardless of age is given the same contract, which is reviewed in full before signatures are requested
  
  We regret that ***** chose to cancel the contract the following day, but under the signed agreement, the deposit is non-refundable. However, as outlined in our standard cancellation terms, she remains eligible for store credit equal to 75% of the deposit, which may be applied to any future product or service with us.
  
  We remain available to speak directly with ***** should she wish to discuss this further.
  
  Sincerely,
  ****** ********
  Customer Service Manager
  Granite Depot
  ************

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We purchased granite countertops from Granite Depot the beginning of 2022. They contracted out the installation of the countertops to **************(located in ******, ********) who came to install them on July 9, 2022. In the following week or so we noticed some of the flooring planks were visibly not flush with the rest of the flooring. The area where the flooring planks were raising up was along the same path the installers used to roll in the granite slab. We contacted the flooring installer to come inspect the damaged flooring. They said the weight of the granite could definitely have caused the damage. The cost to repair the damaged flooring is *******. We then contacted the place we purchased the flooring, ******************* ********. The sales person, *********************, came to look at the damaged flooring and agreed that the weight of rolling the cart carrying the granite slab caused the joints between the planks to break in certain places.We are asking for either Granite Depot, Stone Crafters or both to pay for the repairs to our damaged flooring which was installed in May of 2021. We have brought this to the attention of management of both Granite Depot and Stone Crafters who denied any responsibility. This is not the way to do business not to maintain customer satisfaction.

  

  Business Response

  Date: 09/13/2022

  Granite Depot denies responsibility for this speculative claim.  The claimant has failed to demonstrate any factual causation between his floors and our installation.  In fact, the claimant signed a form to the contrary following installation.  We will not accept liability for a theory based upon observations made "a week or so" later.