Granito Interiors No Longer In Business

I recently purchased a granite counter top from Granito and I have nothing but positive things to say about the quality of service and product I received. My counter top is Antique Brown, which on some granite slabs can look almost black, I was very specific with sales associate that I needed a slab that was as brown as possible and this is exactly what I got. I placed my order on May 22nd and the counter top has already been installed - great if you want things done fast. The girl that I dealt with at Granito really knew her stuff, from sales to installation to pricing. The counter top looks breath taking and we get compliments on it all the time. I definitely would recommend checking this place out, they are an honest family business and they produce one heck of a stunning counter top.

I love my new quartz countertop and sink! The quality and selection of the products at Granito are second to none and the service is exceptional. The staff were great in helping me pick the best countertop for my place and the installation was quick and efficient. I would recommend Granito to anyone looking for quality, efficiency and amazing service.

My experience with Granito was pleasing and efficient. Both the saleswoman and installer made great suggestions and flagged information I should be aware of. I was over the moon with the finished product -- a beautiful countertop -- and continue to get compliments on it! I would definitely recommend this company for their quality products and professionalism.

the worst experience I have ever had with a company. A vanity now has taken almost two months to arrive, (April 12 first contact, Now June 3 still not installed). First time forgot to come to my residence and measure, then after measuring the man quit, and Granito did not call me. After another week went by I called them, and they did not realize that I was still waiting. Another person came and measured, after another two weeks I went back to the company in person and asked what was the hold up. Told that I was now a priority, and the job would be done within a week. Another two weeks had gone by, and I had to call the office again. This time I was promised it would be installed in only days. Finally they came, and only left the sink. The installers told my wife that the Granite not cut right. When I called the office on the following day, they had no idea that the vanity was not installed and promised to call back. Four days in waiting I had to call again, and was told that they had read the measurements wrong, and that it was being redone. I was so excited when on May 25, 6 weeks after I had paid my deposit, the installers came with the finished product. After they had left I noticed a crack by running my hand over the surface, and it cut my skin. I called the company the following morning and was told that it was only a fisher. They did come back and wanted to grind out the break, however, I decided that I did not want a cracked piece of granite for a vanity. So one week later, Granito calls me and confirms that they will be showing up and installing the vanity top between the hours of 5 to 7 p.m. So I waited, and yes you can fill in the blanks, no calls, and yes no showing up on times confirmed. Here it another day gone by and when I had to call the store again, they tell me that some time in the afternoon they might appear.
No way should anyone deal with these people.
Very disorganized, but always polite. This company had many chances to correct their mistakes, but just seemed content to bungle along continuing to stray from all they say on their web site.
After all this crap, only willing to give a discount of $100, wow.
If this is how business is done, they should not be in business long.
Very, very poor, wish I had never stopped in, and gave them my credit card number.
Just to add, the installers have come and before I let them go I wanted to go over the piece of Granite. I did notice that a piece is missing from the cut out for the sink. It has been filled with apoxy and when I noticed this I got on the phone and again called the store. This is the result. I was told over the phone that everything that goes out of the store has defects. I am amazed. I asked why they did not call me and let me know before sending it out again, and the answer was that its a natural piece of stone and it will have flaws. OMG what an experience.

I will start this review by stating I have emails, recorded voice conversations and video backing up all statements I am making against Granito Interiors Inc. In addition, we have a demand letter and a VISA complaint document showing attempts my wife and I have made to refund our money until the service is completed or the countertop is removed.

So where do I begin? In May of this year my wife and I purchased a quartz countertop through Granito Interiors. During the 30 minute timeframe the templater was at our home he spent 15 minutes doing the digital template, 10 minutes talking on his Blackberry, 3 minutes doing manual measurements and 2 minutes talking to me about what I considered the more important details of our countertop. These details included the overhang of our breakfast bar, the angel to put on its corner, where the seam will be located if any, the opening for our stove and the template for our sink-cutout we provided. The answers were important yet simple to understand: A 12” overhang on our breakfast bar w/ a 60 degree angle, the seam location was undetermined, the stove was to be ½” larger than the standard opening, and a physical copy for the sink-cutout was provided to the templater to be used for the sink opening.

So what went wrong? My wife and I understand a countertop is a custom product requiring forgiveness’s and leniencies because many things are imperfect such as walls, cabinets, floors etc. Nevertheless, the installation went like clockwork. The installers were efficient and courteous. It was only a day after the install did my wife and I notice the deficiencies. First, the stove opening was tight to a point where it pinched in the stove and it could not be moved whatsoever. Second, our sink, which is a standard double under-mount sink, had an overhang totaling almost ¾” from side to side and again from front to
back. After talking to industry professionals, who included but not limited to a Granito Interior Inc. countertop serviceman and other technicians, we were told these mistakes should not have occurred because they are not part of the customization process.

So why did it go wrong? My wife and I are still pondering this question. But after more conversations with Granito's sales staff we came to understand there was a communication breakdown within the company. We dealt with four different people at the company and at every stage of the process important details were left out between the staff. First, a service call appointment they did not keep. Second, a tight stove opening which should have been adjusted by the installers. And finally, the sink-cutout was lost thus never used to create the proper opening creating a sizeable and intrusive overhang.

So what was the end result? After many phone-calls and emails Granito Interiors finally agreed to set up a service call. After a few weeks of waiting a gentlemen came out to address the issues. Not only did he agree mistakes were made but he spent the time to fix them. Unfortunately, he was only able to correct the stove opening. The Granito Serviceman explained he would need additional manpower to remove the portion of counter-top which included the sink opening. It is now October and with no shortage of attempts in contacting Granito Interiors they have not talked to us since the day of the service call. Our only assumption is regardless of what their own service call revealed Granito Interior's has completed the job and are not coming back.

In the near future I will be PUBLISHING all the emails, audio and video files ONLINE. Not with the intention of slandering Granito Interiors but to protect potential customers from making a considerable investment resulting in POOR WORKMANSHIP, PROFESSIONALISM, and fundamental COMMUNICATION PROBLEMS. In my opinion this company does not deserve anyone's business.

Responding to the response:

Wow, wow, wow, really?

1) "All phone calls and emails answered" - after the serviceman addressed the first of two issues I never heard from the company again, even after making numerous emails and phone calls to address the second issue.

2) "I was never available" - This house is my job. I am here every day, all day overseeing work done or doing work, please.

3) "Nothing to do with Granito" - Wow, this is the first time Granito has admitted to having the sink template. Went back to store of purchase and retrieved another template to show the MISTAKE GRANITO MADE anyways. But I do have a few simple questions to ask:

Who determined the template was not 100% accurate and who gave the order to alter it? Choose your words carefully because the video I will soon be posting might affect public opinion of your company.

To clarify, because in your response it doesn't, the sink opening is 3/4" smaller than the template, the video will show the discrepancy. So again, why wasn't the opening made identical to the template and who gave the order to alter it?

It seems Granito is trying to state the opening and template match which I find INCREDIBLY LAUGHABLE. If the sink opening did match the template I would not be complaining because that is what I wanted.

Oh and GOOD JOB on responding to my complaint 8 MONTHS LATER, that in itself should SPARK CONCERNS about GRANITO.

Yours Truly,

February 15

We were repeat customers of Granito. We were very pleased the FIRST time with our granite so when we remodelled the kitchen in our new home we decided to go back to Granito.
In the showroom, the saleswoman told us that there might be a seam and showed us what an” virtually invisible” seam would look like. She said that it should not be an issue and we shouldn’t be concerned. --- HUGE MISTAKE!! We did get a seam, wider than 5 millimetres and, right in the middle of the most visible section!!! It was the first thing everyone noticed about our new granite countertop. Unsatisfied, we called Granito and asked for someone to come out and take a look at it. Our saleswoman told us it would take at least a week. She then passed us along to the installation manager who told us that often customers overreact to the seam and that it is virtually impossible to have an invisible seam .
A week later, a service man came to our house, HOURS late, and agreed with us that the gap was too big. He couldn’t fix it at that time because it was a two person job to remove and re-install the section properly. The following week, they came back and did adjust the gap little. It is still a very noticeable seam and we are still extremely unhappy. However, since the service men said it was the best they could do, we decided there wasn’t much point in complaining further about the eyesore in the middle of our countertop.
Five months later, the seal holding the under mount sink gave way and the sink was sitting on the drain pipes . We called Granito and we were told that someone from service would call us right away. We did not receive a telephone call. We called Granito again the next day and were told that the earliest they could see us was Friday—3 days later. On Friday, we got another call at 3:30pm saying the service men were running very late but would be there between 8:00 and 9:00 Monday morning. We were stuck without a sink for an entire week!!. On Monday, the service man came at 11:00 and reinstalled our sink.

We are well aware that mistakes happen and can be corrected. However , we are not only disappointed with the poor quality in workmanship , but also with the tardy customer service. We certainly will not recommend Granito to any of our friends.

Aquino and Anne Pigozzo

We installed counter tops with this company. My mom has numerous problems trying to contact these people and actually talk to them. They then came to install the tops - finally - but took 3 times as long as they should have. They littered on our property. They threw an empty pack of cigarettes out on our front porch and they threw some tissues in between the kitchen columns.

We had covered off the whole with special plastic partitions. We covered our appliances and the kitchen fan with the same wrap. These so called 'professional' installers took off the wrap without our permission THEN took off the filters and used it to suck GRANITE DUST out of the kitchen. We noticed our fan running weak the next time we used it and looked inside - the WHOLE thing, motor included, covered in granite soot. We took it in for them to clean it and they DENIED that they used the fan. They said that dust could have come from anywhere! Are you kidding me? From where? Do I cut granite in my kitchen on my spare time? Furthermore, they actually took the fan to clean it BUT denied they did the damage. What does this imply? It implies they are hiding their negligent behaviour by being 'nice' to us and cleaning our fan. They better not send us the bill for the cleaning.

Check the BBB, this company has the LOWEST rating of F. Don't go there, don't recommend it.

Anyways, we got the fan back. As we expected, it was not cleaned. Still covered in granite dust, still smells like granite dust. It looks like the outside of the fan had been cleaned to look like the job was done....but it wasn't. It took the company 3 days not to clean it. I knew I should have asked for the cleaning receipt... which obviously doesn't exist.

Regarding the denial of granite dust, the man that claims to be in charge told us that if we had problems with what was done we should talk to the installers themselves. In other words the man in charge doesn't want to take the responsibility to talk to his own staff...... the customer should do it.

We are very pleased with the installation of our new counter tops. They look great. You run a nice family business and you treated us fairly, good prices and good workmanship, you also made us feel like family. A nice all around experieince.

We had been thinking of changing our kitchen for a long time but could not find the right people for the job. Granito was the perfect team for us. They were so accommodating and they were a pleasure to work together with

I had an extremely pleasant interaction with Granito. Between taking the time to assess my counter top needs, discuss possible conflicts that could arise, as well as plan a seamless, affordable and on time installation, I've been beyond impressed by the detailed management.