ComplaintsforCultured Marble Products

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 20, 2022 our GC recommended using this company to custom poor and install cultured marble slabs and shower pan in my master bathroom. January 31, 2022, the shower pan and drain were installed, however the drain was installed crooked and per the company it's more of a cosmetic issue. February 4, 2022, they attempted to install my shower panels however the installers measured incorrectly and a new slab had to be poured and my installation date was pushed out another 5 days. February 9, 2022 the installer arrived and installed my panels. I noticed they kept looking at the edges but didn't say anything about the defect they noticed. February 10, 2022, I called the main office and left a message regarding my findings what remedy is going to take place. February 16, 2022, the office lady calls to collect payment. I stop the converstation and state I left a message almost 1 week ago and I have been waiting for your remedy for the damaged panels that were installed. She spoke with her manager and offered two days 02/23/22 or 02/28/22 for the installers to come out and "buff out" the air bubbles or unmixed product. I chose 02/28/22 since my husband is home on Mondays.February 28, 2022, the installers arrived and stated there isn't anything they can do but pour new panels and reinstall them. The amount of work needed to be done on both panels will take more time then reinstalling new ones. The installers were going to relay the information to the office since they open at 9:00 am. I have lost faith in this company, we are being taken advantage of and not being provided the services we set up for. The only option left if to refund my $1800.00 deposit and remove these damaged shower panels or call it even and I will have to overcome the horrible outcome.

  Business response

  03/28/2022

   We have tried to contact ***** four times by phone (I left voicemails) to see if we could send out a technician to assess her concerns

  Customer response

  03/29/2022

   
  Complaint: 16815568
  
  I am rejecting this response because: *********** previously had a technician onsite to evaluate our concerns, and he informed my husband there is nothing they can do. It would take to much time and effort to fix the repairs we are requesting also they bathroom would need to be torn apart. 

  I have lost faith in this company, due to the fact when the installers were at my house they did notice the issues with the panels, and didn't say anything proceeded to install them and it took myself to look at the video and realize they in fact did notice the air bubbles and still installed the defected panels.

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

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cultured Marble Products (***) provides the bathroom vanity cultured marble countertops for my newly built house. After the house was closed in Sep 2021, I discovered some dents, scratches on all the vanity countertops, so I asked the *** company to fix them, They sent a technician to fix the problems, however the fixes turned out to be damages as he sanded the surface too much causing the top layer coating paint to disappear and the ugly dark bubbles of the underlying material to surface. I had to ask the company to replace all the countertops. That is the start of the problem.Now I am stuck at the repairing process, each time they deliver the so called "fixed" product, the quality becomes visually worse and worse: very clear dents, scratches, areas without top layer coating paint, or areas of excessive droops of paint, etc. *********** claims that they send newly made parts to me, however it is very clear that they are lying and they have been doing patch fixing work on the already bad parts, and they have been doing it very perfunctorily. Have been communicating with the company at numerous times to resolve the problem in an effective way as it seriously affects my living: my bathroom vanity has been disassembled for the repair work meaning no faucets is working, drywall damages caused by removing the bad countertops, vanity mirrors laying on the floor, it is a mess right now at my home. Right now they are not doing anything at all. Very frustrating issue at this moment.

  Business response

  03/24/2022

  My name is ***********************, and I am the President at Cultured Marble Products.  I am responding to the complaint from Keji Ren in ******* regarding his repair issues.  The complaint number is 16813761.

   

  Cultured Marble Products is the sub-contractor that works for Century Communities who is the builder of ************ new home in Fremont.  We provide material to Century Communities.  Please contact them regarding ************ repair issues.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩