We have concerns with there customer service and business attitude, we had to file a complaint(attached) with the BBB to get a response to a simple problem. They would not return phone calls after a problem arose.
Repsonse to BBB:
1. I am disappointed at the response by Urban Granite, I would like to think any business involved in kitchen renovations would know a standard range opening is 30 inches, The opening before the counter top change was the standard 30" opening and the cabinets were not changed. The granite installed was beautifully done; however 2/16 of an inch too large on one side of the range opening, not noticed until our range was replaced, Who would make the standard opening smaller on purpose?
2.The business's 2nd sentence really speaks to our main concern, lack of customer service and response, I called and left messages no less than 6 times in one week, starting the monday, with no response, I had no idea what was going on, I was not once given the opportunity to explain the problem other than to a receptionist whom assured me someone would back to me, including Mike (The owner) himself. If I had once a return call to discuss the problem I am sure I would not be typing this message.
3. I believe the main reason the business finally called was my complaint to the BBB, this is very disappointing, and does not speak highly of their customer service and follow-up.
4. I did have concerns with their service and customer commitment as after we had ordered our granite and put a deposit down, the company was very slow to respond to inquires, we were concerned the install would not happen on time as they were very difficult to contact and would not return phone calls.
5.Overall we are pleased with the product, the initial installers were very professional and pleasant, the range opening issue, was a very minor one, made into a large one by the companies own arrogance and inability to consider customer service as a priority. When you give someone 6000K of your hard earned money you would think they would honor there craftmanship, In the end it took less than an hour to fix.
- Approximate cost of services:
- $6,000.00