Complaints

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  American Bluegrass Marble Co was hired for $3,000 to complete a marble bathroom shower install at our home. The install was quoted to be completed in one 8 hour workday. The two man contracted crew representing the company spent 11 hours on 03/07/23 and made some significant errors during the install. The crew agreed to come back and correct the mistakes. We immediately contacted the salesman to make him aware and tried working directly with the crew to get resolution. We ended up having the salesman coordinate the crews return to our home on 03/15/2023. What was quoted to be a 2 hour day of repairs ended up being 5 hours. During that time we received no resolution on our previous complaints, actually more damage occurred. The crew left our home claiming to have ran out of materials and stated they would need to contact the salesman and be rescheduled for a third visit. Upon their departure we noticed our new $700 tub that had been installed only a month ago had a chip in it and the crew attempted to cover up the damage with some caulk. They never once communicated that they had damaged the property. We attempted to contact them asap and sent an email to the salesman as it was now after business hours. Today 03/16/2023 the salesman contacted us and said that we could speak to the owners of the company to seek resolution. After speaking with one of the owners the company is expecting us as the consumer to accept a repair on the brand new damaged tub, no compensation for our time satisfaction or inconvenience, and are refusing to do the install over and correctly. As the customer I am frustrated and unwilling to accept the artificial coverups for a job down poorly. We paid this company $1,500 to order the materials and the another $1,500 on the date of the install. Paid in full and not satisfied with the work or customer service provided by this company. Would not recommend.

  

  Business response

  06/08/2023

  I have come to the conclusion that this customer cannot or will not be satisfied. 
  ABM has corrected and answered all her complaints. I see in this 2nd complaint she basically still wants ABM to replace the entire job including the tub. If we didn't respond to her immediately, she involves the BBB. 
  Like in my first answer to BBB on 4/6/23 we completed all repairs even though it was not immediately. It took time to make the material for the window trim and to set up a time with the tub repair man. He is an independent and I can't control his schedule. She was upset that I would not give her his phone #.0n April 18th the tub repair was completed as scheduled. I spoke to him and he said the repair looked good. He also told me that her husband didn't even go into the bathroom to check the repair. 
  On April 25th I emailed her about the job and needed feedback as I had not heard from her. 
  May, 15th she responded that she had been out of the country and not satisfied and wants "compensation". I had been out due to allergies and then Derby. 
  May 4th another BBB complaint. More of the same wants. "Compensation". From what I have been told, she was not present at any time during the installations or repairs. Her husband was present throughout the entire situation and seemed pleased with the marble. He did not look at tub repair while serviceman was there. 
  I would like to see a picture of the tub repair before determining "compensation" but it will NOT be the price of the tub. The way I see it, she has no time invested other than emailing and complaining. Sorry about not being able to close this issue, but I need to see a picture of the tub repair to see how noticeable it is or isn't. Then compensation will be determined. 

  Customer response

  06/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: I have attached my last communication with **** ***** from Bluegrass and as you can see I was never asked to send an additional photos of the tub repair as she has claimed in her response to the BBB complaint. We have already filed a suit for small claims court and currently having a hearing set for later this month. 

  
  
  Sincerely,
  
  ******* *******

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