Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid Classic Granite and Marble $1284 on July 24th for them to install a slab of granite in my laundry room. They sent *** out to measure and place the blocks for installation. This person cut through a trim piece stating that it would not be seen when the granite was installed. In addition, he had to unhook my washing machine. He failed to put the drain hose back so it flooded my laundry room and hallway. I contacted the company& they sent someone out to look at the damage. Apoligized and took resonsiblity. They took pictures of the flooring, 2 rugs that got ruined & realized that their employee shouldn't have cut the trim piece as it will show since it's the water lines that I will need access to. They promised reimbursement for the rugs to start which has never happened. They came out on 8/8 to install the granite & replace the trim piece that was unnecessarily cut. The *** says "I couldn't find the right size of the trim piece so I'm going to just flip it upside down & tape it" I immediately reached out to **** at the company to state this was not ok and he stated he would order a new one. Never happened. When they installed the granite they hit all 4 walls in my new laundry room and I quote stated "it's really hard to do these wall to wall installations" then just left without resolving their mistake. ***, that flooded my laundry room stated he would fix the wall. He put putty on it & painted without allowing the putty to dry &without sanding the wall. I have made several attempts to contact them for resolution &they refuse to contact me back. I have called and text. I spoke to the salesperson who stated "it must have fallen through the ************ would make it a priority" that was a week ago & I never heard back. This company took payment in full upfront & then did a shady horrible job on my brand new house. I want to be reimbursed for my damaged items, house and should receive a refund. Not to mention potential water damage under the floor.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 5, 2023 I signed a contract/Proposal with *33313732393033333334* *33353631393233373739* and *34323334343837313938* (***) for the purchase of a quartz counter top (job # *****). This included a counter for an island (24 sq. ft.) and a counter along the back of my kitchen wall (36 sq. ft.). The total contract price was $6,540. The amount attributable to the back wall counter area was $3,060 (36 sq. ft. x $85 / sq. ft). This dispute involves the counter along the back wall area as I did not receive what I ordereda seamless counter. In the discussions I had with the companys sales specialist (Ms. ** I was very clear in stating that I did not want a seam in the counter where it forms an L in the back wall area. Ms. * checked with several people in the companysending dimensions and pictures-- to make sure this was possible. Ms. * indicated to me that the counter would NOT have a seam. Prior to signing the contract/Proposal I asked her where the contract/******** stated that there would be no ******* I did not see it specifically stated. Ms. * told me there was a paragraph titled Seam Review. She had inserted a NO in that paragraph and told me the NO meant that there would be no seam and that the paragraph did not apply. I accepted her statement and relied upon her representation. I moved forward believing the contract stated there would be no seam.The counter was cut with a seam and on installation day, July 20 2023, it was delivered to my house that way. After telling the installers that my contract stipulated there was not to be a seam, the installers called their contact at ***--Mr. *, Senior Logistics Manager. Mr. * stated that a NO by the Seam Review paragraph did not mean there was to be no seamin direct contradiction to what I had been told by Ms. *. We ended our call and he then phoned Ms. ** After several minutes both Mr. * and Ms. * phoned me back individually. Mr. * told me that Ms. * had confirmed there was to be no seam and that it was in the contract per what she had represented to me. In Ms. *s call to me she again confirmed that the contract stated there was to be no seam. They both asked that I let the work proceed so I would be left with a functioning kitchen. We were to work things out later and they would take care of it. I agreed as I also wanted to have a functioning kitchen and believed they would make things right.Several calls ensued over the following days. Several parties were present at one or more calls: Ms. *, Mr. *, and the Sales Director for ***, Mr. ** Over the course of the calls I learned that the quartz I selected, and in fact most quartz, is not manufactured in a large enough size to cut the ** given my counters dimensions, without a seam. *ad I known this from the start I would have selected another type of *33363435343734383632* instead of the quartz. *ut I was not informed of this. I was told by Mr. * that they would not replace the entire counter top (i.e., they would not replace the island counter which did not have a seam.) I was offered $200 and then $400 to accept the seamwhich I declined. At a call with both Mr. * and Mr. * presentI believe either on Friday July 21 or early the week of July 24I stated that what I wanted was for them to replace the back wall counter with a *33363435343734383632* that did not have a seam if I could find a contrasting *33363435343734383632* that worked and that I liked. I also told them that if the *33363435343734383632* was more than what I had paid (i.e., $85/sq. ft.) that I would pay the difference. I thought we had arrived at an agreement: they would replace the counter along the back wall and I would pay any price difference/sq. ft. if the *33363435343734383632* selected was more expensive. I assumed if the price/sq. ft. was less they would refund the difference, though this was not specifically discussed. It just seemed logical. I was told Ms. * would be in touch.On July 28 I visited the *** warehouse to look at *33363435343734383632*s with Ms. *. I did not find one I liked or one that worked with the quartz I had on the island. Over the next couple/several weeks I went to several *33363435343734383632* suppliers to look at *33363435343734383632*s. I finally found one I thought would work and that I could live with-- even though it was a dark *33363435343734383632* and not the light look I had originally sought in selecting the original quartz. The *33363435343734383632* was a leathered steel *33363437333333353039* that was a bit lighter than other steel *33363437333333353039*s I had seen. I thought the lighter color could work with the light gray veins in the quartz. It also cost $60/sq. ft. vs the $85/sq. ft. I had paid them. I found this *33363435343734383632* at a supplier called Architectural Surfaces.*pon notifying Ms. * of my selection, I expected to have the *33363435343734383632* replaced and to receive a $900 refund--the $3,060 I had paid them (36 sq. ft. x $85) less the cost of this *33363435343734383632* of $2,160 (36 sq. ft. x $60). Instead, I received a new contract stating a cost of $2,160. On August 22 in a scheduled conversation with Mr. * to discuss this new charge, he stated that they were waiving all the waste but I would need to pay the $2,160. *e explained that since they would purchase this slab from a supplier they charge for waste for the portions of the slab not used. I had not paid for any waste in the original contract and was unaware they would charge for this. Particularly since they were supposedly making things right. This waste was for an additional 10 sq. ft. This was not acceptable to me as I thought they were replacing the *33363435343734383632* at no charge to me. I had only agreed to pay the difference if the price per square foot was higher. And the issue of waste never came up. *e then ended the call saying he would check to see if they could waive the rest and would call me back by the end of the weekwhich would have been August 25. On August 31 I received an email stating the company was willing to reduce the cost by an additional $450 or provide this as compensation if I kept the top with the seam. This was also not acceptable to me. I have not communicated with the company since this last offer.The *33373536353435313639*s assistance in helping me to reach resolution in this matter is requested. I did not receive the product I ordered, i.e., a counter with NO seam. I would like for *** to replace, at no cost to me, the counter along the back wall area with the leathered steel *33363437333333353039* from Architectural Supply. The *33363435343734383632* should have no seam. And I would like a refund for the difference since the replacement is a less expensive *33363435343734383632*. Absent this, I would like to have the $3,060 I paid for the counter along the back wall refunded. This will allow me to go to another fabricator for the replacement. The rest of my kitchen modification project has been on hold pending resolution of this counter matter. I even have holes on the back wall where I allowed some of the backsplash tile to be removed. So, I respectfully request an expeditious resolution.

  Business response

  09/18/2023

  While we aim to offer a seamless experience, a seamless countertop is dependent upon the size of the project area and the size of the material selected. In Ms. ******* case, her project area was too large for the industry standard quartz slab she selected to be fabricated without a ********************** industry leaders, that have fabricated and installed thousands of stone applications in clients homes, seams are at our discretion as we have the expertise to determine where the best placement of a seam is based on the type of material as well as the layout of the project area, ensuring the best look while maintaining the integrity of the stone. This is listed clearly in our What To Expects that **************** received with the verbiage below: 
  
  Seams: 
  ? Seams are a necessary part of a stone/quartz countertop. Your seam quantity and location will be determined by the skilled professionals in our fabrication department. 
  ? Seam placement will be arranged based on the material selected, size of pieces, material flow, and your project layout. Please note that seams are often visible and tactile. 
  ? If you have requested a Seam Review, your CGM Design Consultant will email drawings for you to sign before scheduling an Installation Date. 
  
  In cases where a Seam Review is selected, our clients are able to see where the seam will be placed in their project prior to fabrication. When a Seam Review is declined, the client forgoes reviewing the seam placement before fabrication, it does not mean there will be no seam present. In addition, seams are not determined by our sales specialist but our CAD and fabrication departments, therefore a seamless countertop would not have been guaranteed by a sales specialist. While we apologize if there was any miscommunication on our end, this is the first instance where the seam review process caused confusion or needed further clarification.  
  
  We would like to note that we have fully honored our contract with ****************, but due to our commitment to ensure client satisfaction, we offered numerous options we found both reasonable and fair as we were under no contractual obligation to remedy her dissatisfaction. We initially offered a monetary discount for **************** to accept the countertops as is, with the ******** having a seamless perimeter was important to her, she declined. We then agreed that she could pick out a new material that was large enough to fabricate and install without a seam for the perimeter as long as she paid the difference, if needed. **************** then chose a special material slab from a third-party vendor that she assumed was less than what she had paid for on her original material. Unfortunately, she had not factored in the additional costs of delivery from a third-party, purchase of an entire slab, as well as waste, as the entire slab would not be needed for her project (waste is usually factored in the total sales price, which is industry standard.) Once she learned of the significant price difference she refused to move forward and requested that we pay the difference as she believed her new material was cheaper than her first option. We then offered to waive the cost of waste, to lower the cost of the new material, which she again declined. We attempted at one more final offer of an additional discount, which she ultimately declined.  
  
  Unsatisfied with our numerous attempts to remedy her dissatisfaction, Ms. ******* is now requesting a full refund of the cost of the perimeter. We will be declining her request for a refund as we have fully honored our contract and we believe we have offered **************** multiple options that are fair. We would like her to know our last offer is still standing.  
   
   

  Customer response

  09/21/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  
  In the companys response they cite language from the Seam Review paragraph in the contract.  As stated in the original complaint this is the very paragraph the sales specialist indicated would not apply because of the NO she inserted.  She also told me the NO indicated there would be no seam after having checked with people in the company and knowing the product I was purchasing.  The sales specialist has been very open about her belief that the contract stated there would be no ******** company representatives well know. The sales representative was the only person I dealt with prior to signing the contract.  As an agent for the company her representations matter. 
  
  I did not assume the replacement material I am requesting would cost less.  I have a written quote.  The written quote for the Steel Gray Leathered Granite puts the cost at $2,160 ($60/sq ft x 36 sq ft).  Adding in the 10 sq ft of waste would add $600 (10 sq ft x $60).  This results in a total of $2,760, still $300 under the $3,060 I paid.  So, I do not understand why the company is still refusing to live up to its agreement to replace the stone.  If I were to pay for the waste, the refund would be reduced to $300.  At this point I would be willing to absorb this cost just to get the matter settled, even though I did not pay for waste with the original purchase.  Third party delivery is a new cost--never before mentioned and not included in the written quote. 
  
  I do not believe that what I ordered was delivered.  The $450 cash offer falls well short of making things right.  I would like for the stone to be replaced--with the modification of my absorbing the cost of the wasteand reducing the refund to $300, as noted above.  Or, I would like a refund for the $3,060 cost of the back wall counter section so I can have the stone replaced by another fabricatoras the $60/sq ft is in line with what others charge.  And, I have to say, at this point my preference is for the latter.
  
  At this point I am requesting the BBBs mediation service so that an objective 3rd party can rule on this dispute.  
  
  Regards,
  
  *********************
  
  
  
  
  

  Customer response

  09/22/2023

  In my 2nd response I made a mistake.  The "waste" quoted by CGM was 22 sq ft.  The 10 sq ft came from another supplier.  22sq ft is too much for me to absorb.  It would  significantly increase my cost for what is really a fairly common inexpensive granite.  ********** even carries it--albeit in a slightly darker gray.  At this point I would prefer to go to another supplier for the replacement stone.  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our countertops replaced on December 12. As soon as they left we knew things where wrong the counter tops are two different lengths on the sides of the stove. Our drop in sink wasnt properly attached so now it lifts up in the back. We put in our complaints to our rep that was to help us with the issues. After a board review and internal investigation and the picture we have sent to them instead of fixing the issues we were offered on 12/16 $160 back or a lazy ***** after we paid upfront $1622.00. They have made the mistakes and they need to be resolved. If I was to hire someone to fix their mistake I would be out more money then what they even offered me.

  Business response

  01/05/2023

  We aim to handle each and every project with care. We apologize that Mr. and *************** were disappointed in the outcome as well as our initial offers to remedy their dissatisfaction. To show them our commitment to ensure client satisfaction, we have since agreed upon a resolution that both parties have agreed upon. We thank them for giving us that opportunity. 

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 2021: ordered new countertops with, via **** ***** online, with Classic Granite & Marble (CGM) December 2021: a) CGM representative (rep.) came to the house to electronically measure the kitchen, b) indicated which new sink to use for measurement, c) rep. indicated new sink is too big. December 2021: received new smaller sink and physically to CGM for proper measurement January: schedule installment Jan 28, on Jan 27 informed me I need hire a plumber to disconnect - CGM never informed me to have all pluming disconnected, and at the 11th hour I needed to hire a plumber. January 28. 1) the installers installed the countertops. ** the sink cut was incorrect**. CGM never updated the design cut with the new sink. We had to wait almost a week to have the sink installed; this is NOT acceptable. 2) 2 of 3 cuts were not even. CGM said its normal for uneven cuts. This is NOT acceptable. GM attempted to correct the blemishes and was not to my satisfaction. 3) CGM is not upholding its simple mission of "We stand by the integrity of the work we provide" and "provide superior value to our customers and partners". I believe the CGM fell short of its Mission on our project. poor communication inconvenience with design error less than perfect product installation I've communicated with Mr *****, owner on February 17 and March 29 and his response is less than sincere. CGM: Feb 21: I apologize for the issues that took place with your project. I have received your email and will investigate what happened here. Please give me 3 days to get back to you on this. CGM: Mar 29 : I have to get with my team on this one. I thought they had reached out to you with a resolution on this issue.

  Business response

  04/28/2022

  We have received Mr. *****’ complaint and want to apologize for his recent experience with us. Customer satisfaction remains our top priority and we have already addressed several of the issues outlined in his complaint. We are currently working with the client on further resolution. 

   

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