Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired BRZ Granite & Marble for our kitchen remodel - Agreed on a total cost 2 weeks was the estimated time for completion. Its been over a month.We paid 50% deposit.BRZ was notified right away as we got the materials ready.Right from the beginning since they started work, No prior communication on the day and time of their workers arrival.We had to call every day to check if and when anyone was coming.Our work and life balance was messed up due to their poor and lack of communication.Halfway through, they stopped responding to us. We tried contacting them via calls, text messages, WhatsApp messages, emails.Randomly without prior notice they sent someone to do some stuff here and there. Every trip they took photos/videos and mentioned they will talk to the owner After repeated messages, Mr. ****** (owner) and Ms. ***** came to our home to discuss the pending items. We were told someone will be there to start on backsplash tiles installation in next 2 days. Mr. ****** also said they may need to come over the weekend to complete the ********* day, Mr. ****** called asking for more money to install backsplash tile because he said his contractor is asking for more money.We had never discussed price change for backsplash installation or is listed on the paperwork they provided us at the meeting at their location when we paid an initial ********** one showed up to complete the work. And again, no response from them. They sent a guy randomly without prior communication for 2 days to fix a couple other pending items (a worker comes in does a little bit then take photos and videos of remaining items and leaves). I believe by delaying and not responding they are trying to get more money out of us Now we are in limbo, whether and when they will complete our work?We are very tired and frustrated by their lack of communication, unprofessionalism and dragging our work. We believe this is unethical business practice.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contacted BRZ for our kitchen countertop and asked them for a quote on our bathroom. Meanwhile after doing the kitchen, they made some serious mistakes while installing the cooktop. The installation was wrong , even life threatening, they hire non skilled workers. As they came to check on the cooktop so that they could resolve it , they convinced us to write the check of $12000 as a deposit to do the bathroom remodel. So we did write the check and never signed a proper contract. When we were asked to sign the contract before they could order the materials , we kindly told them we did not want to move forward with the bathroom remodel and wanted our $12000 back. Then, all of a sudden his son ******** told us that we have to figure this out with his dad *************** but he is out for Covid. 2 weeks later and I finally got to speak with ****** , he said he would call me back with some solutions in regards to our refund of 12000$ but now he is not responsive to my phone calls and can barely text me back . All we want is our $12000 back and be done with this.

  Business response

  07/10/2024

  Project is completed, Customer is happy . 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I visited BRZ Granite and Marbles storefront for our kitchen renovation and met with the owner, ******. He convinced me to go with his company and I found a slab of quartz I liked. He offered me a same color option in my budget, but did not have it to show at the moment. He said he would bring the sample by my home when he came to do measurements and the agreement. They told me I was going to get the same color quartz as the one at their outdoor show room. When he came to my home January 17, 2020 for the measurements he didnt bring sample. He assured me that it was the same as the one I wanted and proceeded with the agreement. I gave them an $1800 deposit before actually seeing the real sample in person. I told ****** I was not moving forward without seeing the stone in real life. He continued to send pictures. I finally went to their office, saw the color and it was not the same so I decided to cancel the project. Before finding all these things out I did give them an $1800 deposit, which they still will not return, but not for lack of trying. I have heard everything from we're going to check with our accountant we're going to give it back to you today, they need to talk to the other person, they don't return deposits.We went back and forth a lot and we ultimately went with another company. I communicated with him for months afterward and was told that they had to check with their accounting department. My calls were dodged several times. Could not get any answer. I just want my deposit back. The agreement I signed in 2020 states the terms as follows. BRZ granite and Marble will refund any deposit for unperformed work or uncut slabs. Once a slab is cut our fabricated there will be no refunds. Handling and templating fees may apply to all cancelled jobs if work on these items has commenced.No work was done and no slabs were cut as there was never a slab finalized or selected. I have been in communication with them this entire time.

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