Kentucky Marble & Granite
Reviews and Complaints

It's been a little over a year since I had my countertops installed by KY Marble & Granite. Unfortunately, I've noticed some chipping on them. I reached out to them today to address this issue, but they informed me that post-installation chips and cracks are not covered by the warranty. They suggested that I contact Lowe's, as they were only responsible for the installation. Although I bought the countertops from Lowe's, KY Marble & Granite is the manufacturer, so I believe they should take responsibility for any defects and provide the necessary repairs. It's frustrating to be given the runaround and not have a clear point of contact for assistance. This is actually the second time I've had to involve the ComplaintsBoard.com (ComplaintsBoard.com) due to their poor customer service in addressing my concerns. It seems like they only respond when the ComplaintsBoard.com gets involved. Based on my experience, I would not recommend KY Marble & Granite or Lowe's, as their terms and conditions make it difficult to resolve even minor issues with their services.

We ordered granite countertops and backsplash from Lowes. The measurements for the backsplash seem to be wrong, with a gap of about 1/4 inch. We placed the order through Lowe's in Danville, Ky, and Ky Marble and Granite came to our house on 11/24 to measure and template. I was there when they did it, and they mentioned that the wood wall had uneven pieces, so the granite backsplash wouldn't align perfectly on one end. I approved the measurements, assuming they were done correctly. On the day of installation, 1/19, I was present. When I entered the kitchen, I noticed a noticeable gap along the entire length of the backsplash where it met the wood trim. I asked the installers about it, and they said that's how it was fabricated and approved. One of the installers told me that their manager trained them to make the backsplash shorter to allow for settling of the heavy granite on the counter. This didn't make sense to me because it should be the opposite. I knew the wood trim wasn't even, but I expected the backsplash to align with it at the far end. Instead, there's a 1/4 inch space between the wood trim and the granite backsplash throughout. If there's some asymmetry in the wood trim, the proper measurements should have aligned the granite at one end, but that's not the case. I asked them not to glue it because it doesn't look acceptable, and if it's not fixed, we'll have to hire a contractor to fill the gap. We've made multiple phone calls and sent emails to Lowe's and Ky Marble, but they haven't asked how they can make it better or correct the issue. It seems like both companies are blaming each other. We did approve the measurements, but why should we question the professional they sent? Shouldn't the customer just trust them? When they left, they parked their truck with the heavy granite at an angle in our front yard and left a big rut in the grass. Overall, it was a very unprofessional experience!