Pacific Granite

Pacific Granite installed a curb and counter in our bathroom remodel on Nov 2021. The shower curb was installed poorly and water has been leaking since then. An employee of pacific granite came and confirmed the issue. Pacific granite is willing to fix it but they are not willing to pay the removal and reinstallation of the shower door by Minnetonka Doors. We started this process more than a year ago and has not been positively resolved, we will take legal action next. Awful company to work with.

Everything went fine with the install. There’s a leak in the granite and it ruined my wood cabinets and wood floor !!! $40k dollar remodel ruined!!! Everything in my kitchen is a total loss ... I explained to these guys the sink leaked and ruined my wood floor and they told me maybe I use too much water washing dishes !!! Buy elsewhere ... you’ll be much happier ... this is my home 3 days before Christmas ... no oven, no sink no dishwasher everything gone & a 6 foot by 9 foot hole in my basement ceiling to check for mold ... message me if these people have done the same to you !!

The granite and quartz came from MSI and the quality and help was outstanding on their part. We bought through Pacific Granite and they did little other than fabricate the product. I thought they would act as the General Contractor and they did not. We were told to find and coordinate our own plumber, they did not have one to recommend. When their fabricator came out to measure he told us we needed to find support brackets to support the granite under the breakfast bar. Again this was something they did not carry and said we could find a cabinet maker on our own or possibly find some at a home improvement store. No direction on size or how much weight to support. The installers were very messy. We knew that we would have to clean out the cabinets and drawers after installation but they did nothing other than protect the floor in the kitchen from becoming dirty. They worked and did most cutting outside. They left much of the cutting debris in the lawn and driveway when they left. They did neatly carry away our old counters and sinks. The seams on the kitchen counters are not smooth and the bar top was not installed correctly, the seams do not line up. They didn't want to change drill bits so they didn't use the color coordinated screws that came with the support brackets we bought so they used their own that were white and stuck out like a sore thumb. They installed the back splash on the master bath without looking at the diagram, so it had to be taken out and cut to leave room for the medicine cabinet. The quarts counter top in the MB was not cut correctly and it was easier for them to cut the existing tile. They did this with our permission but left all the dust dirt and pieces from the tile cutting all over the MB and spa. They did have a shop vac with them but didn't use it when needed. One of the holes for the bathroom sink facets was drilled off center. The plumber that I hired was able to adjust for their error. I do have to say they were very careful not to damage our kitchen appliances etc. when they were installing the counter tops. The bridge behind the gas oven was cut 1" too wide so the oven sticks out further into the kitchen now. No one from Pacific Granite ever came out to check the install. When they called the following day for final payment they did not listen to my concerns. In all there is nothing that couldn't be cleaned or lived with but it could have been much better.

Really tough removal of a "hurricane proof" tile countertop and the only collateral damage was a 35 cent outlet cover. Difficult install maneuvering a large piece between two posts and it went off without a hitch. All done professionally and cheerfully. And it it looks great.

The team at pacific granite was outstanding ! They were refreshing and accommodating from the moment i entered the show room . I was new to renovation and granite specifically and they guided me along my journey from the moment I stepped foot in the showroom . Their courtesy , timeliness, and superior delivery of services have made this project amazing ! I will definitely be calling when i need to update my bathrooms next ?thank you pacific granite !

I had a fantastic experience with Pacific Granite. They answered all of my questions, performed all requested services with no issues, and were hands on through the whole process. Their prices are fantastic and I will definitely use them again.

We went to the showroom/shop and the owner, realizing that we were very picky about the color and texture of the stone, suggested we go to Coldspring and select our slabs, rather than depending on the smaller display samples. The crew was a little late, but was very professional and completed the installation in a few hours. They spent a lot of time working on the joints to make them as smooth and nearly invisible. As far as I could tell, there were no problems and we are very pleased with the results.

The person who measured and performed the layout was over and hour late. The installer forgot materials and had to go back to the shop. They delivered the incorrect slab I had to make calls for the correction. I also received a free bathroom counter which was great. However, I was told to call and schedule a time for a showing. I called and was told no appointment was needed, just stop by. The staff at the warehouse acted like I was an inconvenience and would not pull slabs for viewing. Lastly, I paid 1/2 down and the day the install was complete, they ran the balance without my permission and I never received a call inquiring about my satisfaction. My experience was not worth the cost savings.

This was an awful experience. They missed the first install date after the plumbing was disconnected. Then, they cut my granite incorrectly. I called the day of install to inform them it was incorrect according to the layout, Dayna agreed and assured me they would correct it. I called and emailed, finally I went back to their showroom to review pictures with Steve. Again....they claimef they were going to make it right. 4 months later....still no response. Too large of an investment for this lack of professionalism and workmanship.

They couldn't have been more helpful and easy to work with.

Went to Pacific Granite when they were scheduled to open on a Saturday, and they opened 45 minutes late. Should have run then. The installation was horrible, as you can see in the pictures. The amateur installers used the walls as leverage to remove the old counter tops. On June 7, I emailed this message with photos: "Just wanted to share with you pictures of the holes and scars on the wall from your granite installers. Was disappointed they advised my daughter, "all you need to do is add some filler and paint, and that would take care of it." I was expecting professionals, not hacks. The paint cannot be matched, so the entire bathroom needs painting. Fortunately, all our neighbors, who recommended you, had a much better experience. I look forward to resolving this soon. Signed Me" In response, Pacific Granite sent out the amateurs to fix it. On July 1st, 2017, I emailed Pacific Granite the pictures of their fix with the message: "Hi, I appreciate you sending out the contractor to fix our walls at [Our address]; however, they still did not repair the damage to our satisfaction. Attached are the pictures of what it looks like today. Would you be satisfied if that was your home? What is the use of installing granite as a home improvement if it looks like this upon completion? I am interested in getting this fixed correctly with one more attempt. Please do not send out the same contractor, since they have now proven twice that their work is completely unprofessional. It is not just fixing the holes, scrapes and dents in the walls; once they fix them, the walls will need repainting to make it fit with the rest of the master bathroom. If they cannot match it, then I expect them to paint the entire bathroom professionally, so it has a uniform color scheme.. Please let me know if this is something you will fix, or if I need to hire a contractor for the walls and another for the paint, and we can send you the bill. I prefer not to take off work for another fix, since it costs me a lot to do that. Please respond to this email on what the remedy is. Signed me." Finally, on 19 July 2017, I received a Pacific Granite's response, which was: "Unfortunately, in construction sometimes sheet rock gets dented or touch up paint is needed. So, please get some estimates and we can pay for the repairs. Please show us the estimates for approval prior to proceeding on any fixes." So how do we get an estimate from busy contractors with more profitable jobs? In addition, the installers left our house a mess, since they did not clean up after themselves after drilling and installing the granite. Good luck with your experience.

The Pacific Granite folks were easy to work and kept us informed about delivery and installation. The installers were professional and took pride in their work.

Pacific Granite was awesome to work with! Not only the best price of the 10 I met with (no joke), they were very professional, quick timeline, and the installation was beautiful. I would use them again - and friends and family are already going to them!

Excellent service and support. The assistance I received in making the choices and in understanding capabilities was extremely good. Received suggestions as to suppliers I might wish to shop for granite, and service providers including plumber were familiar with them, which made everything of smoother.

They arrived on time. They were very friendly and efficient. The whole job was completed in about an hour and a half. I would recommend them.

Excellent! Steve, the salesman, was very knowledgable and easy to with via email and phone, and the price beat the competition by quite a bit. The contracted installers were polite and worked quickly. They were masters of the trade and taught me everything I need to know. I highly recommend Pacific Granite!

Worst home improvement experience of my life! I am writing to complain about the extremely poor customer experience I had with Pacific Granite Maple Grove, MN location regarding the installation of granite countertops for two bathrooms at our home on Friday, August 19, 2016. I have chronicled the experience below:

?The Maple Grove location in-store experience with the sales people and getting the initial quote made up off my measurements went smoothly.

?Scheduling the measurement at a time convenient to us went fine, however their measurement person was a hour late. I had to call the store to find out where he was when he did not show up at the mutually agreed up time. He did show me a photo to communicate the look of the squared edge backsplash to ogee edge, which was a good technique.

?Date to install was timely and I took off a day of vacation to accommodate this.

?On Wednesday, August 17th I had to call the store at about 3:00 pm to confirm that we still on the installation schedule for Friday, August 19th. She confirmed that we were on the schedule but explained that the installation window is set by the factory and someone will call me on Thursday to confirm the installation window.

?I did receive a late voicemail at 5:30 pm on Thursday from a man who said the installation would be from 12 noon to 2:30 pm. OK, but had I know that earlier in the day Thursday, I would have only needed to take a 1/2 day vacation. Vacation time lost for the customer.

?I get no calls from Pacific Granite on the day of installation indicating when the crew would actually be arriving. When no one showed by the 2:30 pm deadline, I called the store and she apologized that the crew was late and assured me that "they were a very good crew who had been working together for over 10 years." My response was, "I would expect you to send a competent crew, that means nothing to me at this point in time." I also indicated to her at this time that my wife and I had to leave the house by 4:00 pm to attend a wedding rehearsal dinner appointment. This wouldn't have been an issue if the install crew would have showed up by their 2:30 pm deadline.

?The store person calls the crew (or their manager) to find out when they can be expected at our house and calls me back in about 5 minutes saying the crew will be there in 30-40 minutes, putting their new time of arrival at about 3:15 pm or so.

?The 3 person install crew doesn't arrive until 3:55 pm!

?I walk out to meet the crew and two of them were putting an empty pizza box under their pick-up truck engine block to catch any oil drippings on my asphalt driveway. At this time I told them that if they needed to do that, they should park the truck on the street, which they never did and I did find 3 oil drips on my one year old asphalt driveway. No apology for being late and very little dialogue.

?I walked the crew leader into the two bathrooms and let them know we needed to leave for the rehearsal dinner and would leave them the final payment. The only direction I provided to the crew lead was to leave the loose compression fitting from the drain pipe to p-trap connection in the cabinet as I was going to use them again for the re-install.

?I had disconnected the supply lines and removed all the faucets from the sinks. I did not remove or alter the PVC p-traps as this was not necessary to remove the old counters. Since I had used my hand (an no tools) to loosen the compression fitting at the sink drain line to p-trap connection, all that was necessary was for them to do was to lift the old counters up and the drain line metal pipe would slide right out of the p-trap connection.

?We returned to the house about 6:30 pm that evening. The crew had actually removed the entire p-trap assembly from all the 3 sinks at the compression fitting where the drain line goes into the back of the sink/wall to the t-fitting. They left the p-trap assemblies sitting in the bottom of the cabinets.  OK, not a big deal I thought at the time, but this was not the instruction I gave them.

?The crew must have cut the 3 holes for each of the faucets outside on our sidewalk because they left the 9 granite plugs and the granite dust from the drilling/sawing sitting on the sidewalk. They didn't remove them, or sweep up their mess, which they obviously should have.

?Per the instructions left for me on Thursday night, I did not touch the installation until Saturday morning at about 10 am so the silicone sealant could dry.. I reinstalled all the supply lines, plumbers taped all p-trap joints and hand tightened. I tested all the plumbing by running the water for about 10 minutes. No visible leaks in the supply or visible waste lines were noted.

?At about 1:30 pm I went down into my basement to put my install stuff away and noticed that one of my suspended ceiling tiles was filled with water and then it actually collapsed onto my basement floor. There was a leak in something behind the wall of the 1/2 bath cabinet. Because it was in the plumbing wall I could not access it to assess the issue or get at it to make a repair. Because we needed the sink operational for a party we were having at our home that night, I was forced to get an emergency repair done on Saturday by a plumber.

?The plumber arrived at about 4:30 pm to diagnose the problem as a cracked PVC t-fitting in the plumbing wall where the p-trap connects to the waste line and vent stack. To get at the cracked fitting the plumber needed to cut a large hole in the back of my cabinet and the sheet rock behind it to access the repair location.  The cost to get this all done was $583.00. 

?I emailed the initial repair invoice of $583.00 from the Plumbing Guys to Pacific Granite when I wrote the initial complaint email to them. Subsequently, Pacific Granite also reached out to the Plumbing Guys company directly to get a more detailed invoice for the work that was done.

?Since I did not touch the p-traps during this process, the only probable cause for the cracked t-fitting would have been the Pacific Granite installation crew using excessive force or a pipe wrench to remove the p-trap assemblies at the back cabinet wall connection. Which according to the store manager, Steve, they should have never done.

?I left a message at the Maple Grove Store at 4:00 pm on Tuesday, August 23rd asking for the owner to give me a call to discuss a resolution.

?While the entire operational support process after the sale was significantly flawed, the only remediation I requested at this time is for the emergency plumbing repair of $583.00. I'm not asking Pacific Granite to pay to have get a new ceiling tile installed, remove the oil spots from my driveway or for the sheer aggravation of dealing with their company.

?On 08/24/16 I received a call from the Maple Grove store manager Steve to discuss my email to them outlining the events. We talked for about 15 minutes and at the end Steve concluded that the installers are never supposed to removing or uninstall any plumbing as part of the process. He also stated that he needed to review the issue with the installers, but didn't see any reason we couldn't rectify the problem with me.

?Having received no correspondence from Steve or anyone a Pacific Granite since the 08/24/16 conversation, I re-sent my email to the Maple Grove store email address on 09/06/16 asking for a status update on my outstanding complaint.

?As of 09/15/16, I had not received a response to my follow-up and thus filed this complaint, so I filed a complaint with the Minnesota BBB. 

?I did get a reply from the store manager Steve via the BBB website telling me that he talked to the owner and the installation crew and their conclusion is they did not touch any of the plumbing under my sinks and thus were not responsible for the cracked fitting and resulting leak.  In essence, they called me a liar.&nb

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the installers were extremely high quality. Super job on the install, with great clean up afterwards. Showed up with 3 mins. Of scheduled time. Carefully installed countertop with exact measurements. The two guys that did the work explained what they were doing and took their time getting it exact!!! Fantastic overall job. Couldn't be any happier - great quality product & workmanship !!!

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They moved our schedule up by almost 1 week. The counter top around the sink was chipped (noticed this after the install). 1 call and they have already scheduled someone to come back out and fix.  Very pleased with their customer service.

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When the sink was delivered it was broken.  The manager at the local shop was disrespectful, informed me it was my problem and they would do nothing about it!  The sink was delivered without repackaging and shipped sideways on the back of the installers vehicle.  Total cost of the mess...  $637.39.  I had a second sink and the installers put that sink in.  But "It's my problem and my tough luck" that it was broken.  And they blamed it on me!  Total unprofessional performance by sales/management.