ComplaintsforMagma Granite and Marble, LLC

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Date transaction 2/22/23 paid 7,242 3/20/23 3,900 The installers chipped the quartz and after several attempts, they couldn't fix the issue, even my lawyer called Paula Bullard that is one of the owners and didn't answer to our calls! This is the worst experience and horrible customer service that I had experienced!

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased home in September of 2022 and ordered Quartz counter tops with waterfall sides for an island and a sideboard thru ****'s who sub-contracted the work out to Magma. A gentlemen came to our home to measure, and we waited about a month or so for the pieces to be made. They installer came and nothing fit because they were all over sized and too large for the counters. The quartz was returned, and the same guy came back out to measure again. Couple of weeks go by and they came out to install and still the sideboard pieces were too large based on the measurements. The main island the gentlemen stated was good, so they proceeded to mount it to the cabinetry however once they finished, they realized that the top was still too large for the cabinets; however, they had already glued everything down to the cabinets. (See photos) the Sideboard eventually after a third "3rd" measurement came and was perfect for the piece. The issue and the reason for this complaint is that the main island we were told not to sign any of the paperwork as the work was not completed to our satisfaction and the island sits incomplete. No one wants to own the issue or to resolve and every time we call, we are either given to a voicemail that isn't returned or they take our information again stating someone will call and NOTHING! We had a young lady we were dealing with at Magma (Rebecca P*******) however after a while she became unresponsive to messages. Every time we called there seems to be no management that would be available, and everyone was always in a meeting, or you were routed to a voice mail that was never returned. Please see the photos attached showing how the waterfall sides of the main island aren't even touching the cabinets but there are huge dollops of glue barely (used loosely) holding the pieces on, yet they want to get paid for poorly executed work. The last guy that came said not to sign paperwork and he would add notes....STILL NOTHING HAS BEEN DONE!

  Business response

  02/23/2023

  Per our conversations in the past few days with Mr. ***** *****, we are working through resolving the issue and have discussed a clear plan of action with the customer. 

  We are gathering information to obtain proper tooling to use trim work. This will be a lengthy time consuming process however we are committed to resolving the concerns. 

  Customer response

  03/09/2023

  
  
  Our rebuttal to the company response:
  
  We are willing to work with Magma however the suggested fix is not acceptable in that it's not what we are paying for.  The suggestion was to just add  wood filler pieces to cover up the mistake of the Quartz not fitting/improper measurements from the gentlemen that came out to measure everything on multiple occasions.  I think the correct thing to do is for Magma to remove and fix the countertops according to the idea sold to us, what we expected to receive and also what we're paying for.  The suggestion of wood filler pieces is unacceptable as the pieces won't match the cabinets also that they are stating it will take longer to find the wood along with the equipment to perform this patch work fix.  We are not trying to be difficult but we thought we were getting a service that we did not and it seems as if what we're paying for is not what we will get which is very disheartening.  All we really want is to have our kitchen finished so that we can continue to invite guests over for our wedding that is planned for June 1st at our home but most importantly enjoy our home.  I hate that it's come to us having to have BBB to mediate this resolve but these 4+ months of waiting for the tops to then get them to have to return them and then fixed to then have them returned again and now the work being "BOTCHED" for a lack of better word with the company avoiding our calls and us feeling like we're getting the runaround so we are very unhappy with how all this has turned out.  It feels like the company doesn't want to work with us in trying to resolve this based on what the work should look like versus a patch fix and we are still paying full price for work that we thought we would get but aren't.
  
  Side note in all this was there was to be a 4" hole to be drilled in the main island to accomodate a pop-up outlet that was never added.  We had purchased the outlet and asked for the hole to be drilled but that wasn't done and once the counters were down we were told that it couldn't be done so we have paid for a pop-up outlet that just sits in our garage that we cant return as it was bought online and has passed its return time.  There are a number of things that have gone wrong in this process that we would really like addressed
  
  Again, we believe the proper fix would be to remove the countertop on the main island and start the work anew so that the counter and waterfall sides fit the cabinets as intended.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I gave MagmaGranite a deposit for the fabrication of a new bar top from a remnant piece of granite as well as backsplashes to be cut from the original granite bar top from my kitchen in Nov 2021. After 5 months of delays, the new bar-top was finally installed on April 5, 2022; however, the backsplashes were mistakenly cut from the new granite instead of the old granite bar-top so now they don't match the countertop. They not only refused to make the backsplashes the way I ordered them but the owner of the company, Ted, screamed obscenities to me over the phone, hung up on me, & proceeded to curse non-stop to my friend who was there to let him into my house for the installation!! Ted is completely unprofessional, rude, a terrible business man, screwed up my order, & has refused to correct a mistake that his staff made in the fabrication of the backsplashes for my kitchen remodel. I paid MagmaGranite a lot of money, I did not get what I ordered, & the owner of the company is refusing to make what I had ordered.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/03) */ Contact Name and Title: Ted B****** - CEO Contact Phone: 3527896467 Contact Email: [email protected] We advised the customer that we are unable to complete the work as requested as her existing bar top that she wants cut is too small to complete the project correctly. We have delivered her original bar top back to her per her request. Consumer Response /* (3000, 7, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am completely unsatisfied with MagmaGranite because they charged top dollar & did not deliver what I ordered. I ordered a new bartop to be cut from a new piece of granite which is a different color & pattern from the original granite. I needed new backsplashes which I wanted to be cut from the original bartop so that the backsplashes would match the countertops. Since most of the original kitchen was untouched in the remodel, there was half of the original backsplash remaining so by cutting the new backsplashes from the original bartop, all the parts of the backsplashes would match. Not only did I supply MagmaGranite with the original granite bartop, but I also provided the original granite backsplashes so they had more than enough of the original granite for the new backsplashes. The order was placed in November; there were many delays & I could never get MagmaGranite to answer their phone. They do not return voice messages, so the only way to communicate with them is via email or drive over to their place of business which I did many times (45 minute drive each way) to try to get my order going. Finally, more than 4 months after what seemed like a simple order, they did the installation. I couldn't be there for the installation because I had to return to NY for my work so I made arrangements with my friend to be there to let the workers into my house. The owner & CEO of the company, Ted B******, was on the phone with me as he was on his way to my house for the installation. I expressed my frustration with his company & he proceeded to become completely apoplectic: screaming obscenities at me, calling me every name in the book for several minutes until he hung up on me. When he arrived at my house, he continued his tirade of foul language at my friend!! He was so incredibly rude, inappropriate, & unprofessional, I have no idea how he stays in business- it was shocking, & I was so embarrassed that my friend had to endure his obvious problem with anger management. As if that wasn't bad enough, he stood by while the workers installed backsplashes cut from the new granite instead of using the original granite so now the backsplashes are half old, half new, & they look ridiculous (see photos). Ted claims that there wasn't enough original granite but I measured 3x and between the old bartop & the original backsplashes, there was more than enough material: his staff screwed up the order, so to cover their mistake, he said there wasn't enough of the original granite. If Ted refuses to fix the mistake, I will be forced to pay another granite company to re-do what MagmaGranite was paid a lot of money to do. Between the owner of the company cursing out a customer and the total incompetence of his staff, it is a mystery to me how MagmaGranite is still in business. Business Response /* (4000, 10, 2022/05/20) */ At the time of the installation, the customer was not present. The customer appointed a designated representative to act on her behalf to oversee the installation. That person was on-site with our installation crew the entire time and did not express any concerns or ask us to stop the installation at any point. She fully approved the installation on behalf of the customer when it was completed, and commented that " It looked great!" We are providing the documentation showing that the backsplash pieces requested by the customer, to be cut from her old bar top, would not fit as originally requested by the customer. We have explained this to the customer on multiple occasions. After the installation, the customer requested that we use additional materials she had in her possession. She requested we fabricate them using a specific method for achieving the result she is hoping for. We cannot fabricate the pieces using this requested method. We have returned the customer's original bar top to her home at her request.

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