Granite Heroes Stone Cleaning & Restoration

I had selected Granite Heroes given their proximity to me and the fact that they were slightly lower than another service I had called. The job was to restore my black marble tile lining the shower, half the bathroom walls and covering the entire floor after significant etching over the years from use of the incorrect cleaning products. The couple had told me that it would likely take them a good portion of the day and since I was home due to COVID I’d be here during the entire time period. They weren’t here long which intrigued me since I assumed maybe they were just efficient in 2 hours versus the 6 they estimated the job would take. I peeked into the bathroom to see that everything looked good from afar as it dried (couldn’t walk on the tile to take a better look). The next morning, I saw the detail of the hasty (not efficient) work done the day before. Don’t get me wrong, the tile looks much better than it did. Although anything applied to the surface would look better than the etching before. What was amiss in the process was an application of integrity. To do the job the right way with a sense of character as if it was your own. I was told they would clean the bathroom tiles after application. They did…sort of. Most of the tiles had a white paste splattered all over them that wasn’t coming off with marble approved cleaning solutions and a lot of elbow grease. This same paste was caked on my walls. So much so that I have rubbed the paint off to get it removed and now need to repaint the bathroom walls. The work was messy and incomplete at that. Numerous tiles are missing the polish and clearly visible with the whirl marks of a buffer while others shine with a finished glow. Running my hand along them you can feel sections of the tile that have no polish at all (a clear indication of a rushed job). My white tub has gray marks of who knows what on it that have been sealed over with their sealant and whatever I try to do, the gray mark has become a part of the tub facade which drives me nuts because it was white before they came in. Additionally, I’ve had to spend $200 in products from Marble Life in order to fix what Granite Heroes had neglected to do. I did contact the company and ask them to come back and correct the situation thinking maybe they would have a conscious of moral integrity and customer service mindedness. They replied by setting a date to address the issues and then never showed up, never responded back to me and left me to address the issues on my own. Again the tiles do look better compared to what they were (anything would) but the amount of hassle and clean up after the fact has left me to regret the decision to hire them in the first place. In the end it comes down to this: if you want the job done, call Granite Heroes. If you want the job well done, call anyone else.

The owners showed up like they have been partying all night. The husband pretended that the power went out shortly after he started. He went running down the stairs before I could stop him. It's like he tried to distract me for his wife. When I went downstairs, he was standing there with his phone in his hand. I later discovered that he took a picture of the fuse box and sent it to his wife. They were trying to find out were the cameras were at and how to disconnect it. I also found out later that his wife laid in one of the beds upstairs. They didn't clean up behind themselves. Horrible! Beware! Do not trust them in your house. They are very unethical.

I have been really trying to be supportive of this small business but alas I can not. I have done a ton of renovations and know mistakes happen. The issue is how does the contractor recover and take care of the customer. They did not do a good job. They first said they would redo the job then said they would prefer to give me a refund. More than a month has passed. I agreed to the refund. I have still not gotten it,

Didn't complete the work on time. Didn't do all the work I paid for. Billed for more work than they did. I spent 4 months chasing them trying to get the money they agreed I was due back. These people are terrible at restoring granite and have no integrity. They over-billed for bad work and stole from me.

I hired Granite Heros to seal my new honed (matte) Calcutta Gold marble countertops. Mike was very responsive and was able to schedule within my availability. When the team arrived, they began working and it became evident pretty quickly that they were out of their league. First they took my honed marble and brought them to a polish with a grinder and then sealed them. After pointing out the issues with finish, it became clear that everything they did and used was for a polished granite countertop. The grit on the they used was way too high for honed stone and the sealant they used brought even more sheen. After pointing out the fact that they nearly ruined my countertops they called in the founder Erik. Erik came out and was embarrassed by the gross mistake and worked for the next hour or two to try to get a sample area back to the right finish. This meant having to grind the high-grit polish that his other employees brought the stone to back down to the honed finish that it was at before Granite Heros arrived. Getting to this point took the majority of the day and the team stated that they would need to come back the following business day to re-do the entire countertops. After being horrified by the damage they did I had another company come out to quote the repair (re-honing) of the countertops. This other company was experience in the entire marble fabrication process and was better suited than Granite Heros to perform the work that now went well beyond the simple sealing that I had hired Granite Heros to do. The work to repair what Granite Heros did was 4X the original cost of sealing. Granite Heros was adamant that they could do the re-honing and sealing right the second time but after the damage they did the first time around I wasn't willing to roll the dice with my costly and fragile marble. From my experience, they seem to be perfectly qualified to handle polished granite but I would be extremely careful if with more sensitive surfaces. Furthermore, I would make sure that Erik the founder is involved in your consultation process. I feel that the project would have been done correctly if Erik had been involved from the start but unfortunately I just couldn't run the risk of getting burned again. Regarding prep and clean-up, if they are grinding the surface they should remove faucets or other plumbing components to allow the surface to be even throughout. The team did lay down some plastic but they should have laid down two or three times as much. The stone dust and polishing cream that they used was all over my cabinets, adjacent surfaces, and the floor which took a significant amount of time for us to clean up (FYI that the second company I hired used did a far better job of the site prep and didn't require us to do any clean-up afterwards). I don't typically write reviews but I couldn't in good faith let other homeowners have the same thing happen to them. I also hope that Granite Heros adds a little more formality to their process. Some very basic administrative preparation and confirmation on their side could have avoided this entire (bad) experience.

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Granite Heroes came to my house with uniform on, and were very polite. They again walked through the house with me making sure they knew exactly which rooms they needed to work on. It was a team of two. Erik and Earl. You could tell they had a gameplan right away. they started working upstairs and worked there way down. Both gentleman were very polite, and very professional. Once they completed the job everything was cleaned, and it looked like new. I could not believe how good it looked. It saved me a lot of money because I was thinking of buying new countertops and flooring. I will recommend them to friends and family. I will be a returning customer. They are going to give me an estimate on my stone patio, so most likely they will be back very soon.

I was very surprised, on how professional, they were. They delivered on everything they promised me.