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I Granite

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I Granite Reviews (13)

• Apr 19, 2023

Quartz countertops and tile backpacks
Great options from selection of countertops and tile to the end product.

All sales, templates, and installers were very knowledgeable and informative!

The staff at Igranite where very helpful and pleasant to work with. They provided me with a full break down of everything going to my remodel. The price was good, the installation very fast. I did not have to wait for weeks to get my house complete. They where very prompt and efficient. I enjoyed my time here and would recommend them.

+1

I was extremely pleased by everything I granite offered. I'm very grateful we came across this company online. We were interested in changing our countertops and were having trouble finding a company that would stay in our budget. The customer service was great, the product looks beautiful in out home and the labor was well done. Thank you I granite! I definitely recommend this company to others!

Review: I signed an agreement to install Sandy Gold Granite countertops, tare out, demo, removal, plywood, granite, sink install, faucet holes drilled, sealer application to granite, which was to have a 3 yr guarantee. Invoice date 12/11/12 cost $1,540.20. I chose iGranite after a home visit with [redacted] & [redacted] I thought they would stand behind their work in the event of dissatisfaction. I read the Terms and Conditions, there's a 90 day warranty on defective workmanship & a 3 year warranty on the sealer. This is how I chose iGranite I would like to explain my reason for complaint. There were 2 installs. The granite was 2 different slab colors & the bullnose 2 sizes. When I called [redacted] the next morning he stated this was normal. Also, there was a problem on one side of my stove, you could see the top of my cabinet. I was told his installers would never leave a job like that and check with your daughter, she probably bumped into it. I explained to [redacted] that no one went into the kitchen after they left we all went upstairs due to the smell. He insisted that my daughter must have done this, to the point he brought me to tears, no apology was ever given, insisting every issue brought up was normal & not their fault. After many calls back and forth [redacted] sent the lead worker out. He brought another man also an installer. They agreed this was not normal & should be replaced. [redacted] okayed to replace the granite, only 1 side of the kitchen. The countertops on the sides of my stove were not replaced. They weren't the same bullnose or color I okayed due to them not being side by side & felt it wouldn't be as noticeable. The other side was replaced but within a week we noticed stains. We called again & received "that's normal". They continued to blame us and stated we were staining it deliberately. They refused to come out to see. We continue to get stains that we were told they would dissipate over time... they do not. We have to lay down plastic wrap in order not to do further damage.Desired Settlement: I'm not sure what we want; replacement, refund or both. I have never dealt with a company that has such poor customer service that I need help with direction. Blaming a customer and not supporting their own agreement that they supply, unacceptable. This is unfathomable to us. I have sent a couple of emails stating my dissatisfaction with the install and sealer, but have yet to get a response. I have given them ample time to address this dispute, it seems they don't want to do so. I have photos

Business

Response:

[redacted]’s job was initially completed on December 11th, 2012. She called the next day and spoke with us stating that the bull-nosed edge on her sink counter top area were two different sizes. We used two prefabricated sheets of Sandy Gold granite due to the fact that her countertop was wider than standard counter tops. She also stated that the countertop area on the left of her stove was showing plywood on the side. [redacted] looked through the pictures and was able to determine that the countertop on the left of the stove was moved while the glue still sat.

During the initial consultation for granite with [redacted] explicitly stated not to use or touch the countertops for 24-48 hours and to let the sealer air dry because it would look wet during the initial appointment at the property. [redacted] agreed to replace the sink area countertops and iGranite essentially replaced it. The granite was replaced because [redacted] was dissatisfied with the bullnose thicknesses.

A week after iGranite replaced the sink area countertops, [redacted]’s husband (who is not on the contract) called us to explain that his daughter left a plate with mayonnaise underneath it while it sat on the countertops. [redacted]’s husband promises that it was only left there for 30 minutes but eventually changes 30 minutes to 2 hours to 1 hour. We explain to [redacted]’s husband that 1) He is not on the contract and we must speak with [redacted] and 2) That a sealer that’s applied only means that if something falls on it I.E. wine, grease, food, that he must clean it up immediately. If there was no sealer applied, then the granite would immediately absorb every stain; the sealer only prevents stains from seeping in immediately. [redacted] instructed [redacted] to sign the “Installation Confirmation” once she we applied the sealer. The Installation Confirmation basically states that the work iGranite promised is completed and that [redacted] is making the last payment because she is completely satisfied with the work. Our installer sealed the granite with our “3 year sealer application.” No where on the contract does it state that there is a 3 year warranty on any stains.

Under our 90 day workmanship warranty located in the Terms and Conditions of our contract, it states that we will replace and fix anything that is the direct result of iGranite’s work which is why we replaced the granite counter tops in the sink area. The stove area countertop being shifted is not iGranite’s fault as we had told [redacted] to not touch the counters for 24-48 hours after completion because the glue needs to sit and dry. Also, the Terms and Conditions states that there will be variations in the granite due to it being a natural stone and not man-made (in reference to her sink area and her stove area not being the exact colors.) Furthermore, there is no where in the contract that states of a “3 year warranty on stains.” Our contract states there is a “3 year sealer application” which means that [redacted] should not have to reseal her granite for another 3 years. iGranite is under the impression that [redacted] began wiping down her countertops essentially eliminating any sealer that was put into place after the replacement of the granite.

iGranite should not be held liable due to the fact that iGranite’s Sales Supervisor [redacted] has rectified the matter of the bullnose edging being different by ordering the granite be replaced immediately upon being contacted. The notion that [redacted] made [redacted] cry is a blatant lie. The statement that [redacted] did not apologize is false; he actually did during their phone conversation. Furthermore, [redacted] signed our document labeled as the “Installation Confirmation” which states that iGranite has performed the work and the signer is completely satisfied with the work.

In summation, iGranite has fulfilled his contractual agreement with [redacted] and has provided and installed her replacement granite that iGranite accepted was it’s fault. However, every other issue brought up in this complaint is refuted and negated. iGranite has refused to respond to [redacted]’s e-mail because of her threat to report to the Revdex.com. iGranite believes in quality customer service and it’s workmanship. iGranite refuses to provide a refund, replacement, or both because the initial granite was replaced, and there is no need for a refund because iGranite has already performed the work promised.

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Description: MARBLE & GRANITE INSTALLATION, STONEWORK FABRICATION

Address: 4368 Gessner Rd., Jersey Village, Texas, United States, 77041

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