Granite has the worst customer service ever. We have waited two months and had 2 representatives come out to our location in order to get wifi in our business, but still have nothing. We have been promised call backs almost everyday that never happen, and we are hung up on while on hold as another review mentioned. If they would like to make it right, my ticket number is #155887640 which I now know by heart from 50+ phone calls that amount to zero productivity. DO NOT DEAL WITH THIS HORRIBLE COMPANY.
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Deceptive business practices. Beware. We chose Granite because they positioned themselves as a "preferred vendor" at a Frisco, Texas mall. Our business relocated 2.5 years into a 3 year service agreement for a 1MB data line. We requested cancellation and were informed the cancellation fee is equivalent to the remainder of the contract. In our case, that was $928 plus a $50 processing fee just to stop service delivery. Thus, it's not a "fee" in the traditional sense. We paid for installation and all wiring so this fee is a textbook example of "excessive enrichment." We tried to amicably resolve the issue with their support organization but were consistently told that their "legal department determines the fee to be valid." What makes their business practices particularly devious is that they physically separate their fee structure from the service agreement. This is a deliberate design to mislead customers from recognizing that once an agreement is signed they are liable for all costs for the remainder of the agreement, regardless of circumstance or even if service is delivered. Shame on them.
THE SALESPERSON CALLED MY BUSINESS AND PROMISED TO SAVE HUNDREDS OF DOLLARS ON OUR INTERNET AND PHONE BILL EACH MONTH. HE FAILED TO TELL ME THAT WE WOULD BE REQUIRED TO PURCHASE NEW DIGITAL PHONE SYSTEMS.
THEY CONTRACTED A TECNICIAN TO COME TO OUR OFFICE TO SWITCH OUR SYSTEMS, AND HE DID NOT EVEN TELL ME THAT WE WOULD HAVE TO HAVE A NEW DIGITAL PHONE SYSTEM INSTALLED. WE PAID FOR SERVICES NOT RENDERED FOR MONTHS.
GRANITE SAID THAT THEY WOULD LET US OUT OF THE CONTRACT WITH AN EARLY TERMINATION FEE OF OVER $15,000.00!
THIS COMPANY FAILED TO DISCLOSE THAT WE COULD NOT USE THE SERVICE WITHOUT CHANGING OUT OUR PHONE SYSTEMS!!
THEY ARE THE BIGGEST CROOKS I HAVE EVER SEEN!
DO YOURSELF A FAVOR AND AVOID THIS COMPANY AT ALL COSTS!
I just had a fairly immediate need for which I had to call customer service. I reached Dominique. She was incredibly helpful, kind and patient. I was dreading having to talk to customer service as, at most places, it takes forever and is a hassle. Not this time. She was wonderful. Very efficient and thorough. Thank you so much!
This is the worst company to deal with. It has taken longer than a month to swap cell phones out on a line, on multiple occasions. Trying to up our broadband speed and it has taken a month and still no movement. Customer service likes to hang up on people calling in to check on tickets. The billing is very convoluted and it sometimes takes month's to get an explanation. I would not recommend to even my worst of enemies.
If I could give a zero, I would. The first full month's bill was more than twice the salesman's quote. When I questioned it, I got no response other than, "we'll look at it." Over a week later, after several more calls and emails, and a promise that I was going back to my old carrier if I heard nothing, I went back to Centurylink. Don't bite on the hype. I wondered how a third party could offer a service lower than the actual line owner could. Now I know... they can't.
In the response below, Granite refers to a first invoice containing prorated charges. This was not our first invoice. That invoice contained the prorated charges for July.
RUN AWAY. Seriously. The whole company is a complete scam. They'll claim you signed contracts that don't exist. The ever-helpful sales folks suddenly vanish if there's any issues. Good luck trying to cancel their services. They can sell them to you but when you go to cancel you're "not authorized" and then starts the fraudulent claims about ETF's, contracts, terms of service, etc.
If you are considering using Granite for broadband service at Park City Center in Lancaster, PA, do whatever it takes to find another provider. First of all, $600/month for just 15Mbps is outrageous (granted there aren't tons of options other than Verizon DSL there due to mall limitations).
Secondly, Granite offered NO relief during the pandemic despite the fact that the mall we were operating in was closed for months. We had to continue paying Granite full price for service we weren't using during the shutdown, and other providers we used at other locations discounted our bills.
Lastly, we unfortunately had to close the location permanently. We were already out of contract with Granite and requested a disconnect. They still billed us for an entire month and refused to pro-rate citing their Terms of Service. Note that this information isn't actually printed in the contract you sign. You have to go to their website and find it buried in their Terms of Service (TOS), but fair enough - lesson learned. We paid that bill. Then they sent us another bill for a service fee related to the disconnect PLUS a late charge - again citing their TOS.
If you have no choice but to use them for broadband service for your business, comb through the TOS on their website before signing any agreements with them.
Great and visionary leadership. I was quite impressed with strong philanthropic approach the company owner has. Have not met him but his iniatives are absolutely great!
Stay clear. They like to prey on recent grads and boost about their philanthropic efforts, which are simply for good press and tax write offs. You ll always be told about the bottom line because that s all they care about. With all the profit they make - as an employee you won t see any of it. Instead you re told not taking a pay increase is a sign you re committed to the company, as if commitment pays bills.
