ComplaintsforExcell Granite

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Switch and bait

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I put a 50% down payment ($3050) on granite and fabrication on Sat. 2/25/23. When I made the purchase, I specifically asked what would happen if I changed my mind, and was told by the salesperson that I would get credit towards something else. I had buyers remorse and called first thing the next business day (Mon 2/27) and asked to cancel. I was told by the owner that they would refund my money. My refund was $610 short because I was charged an administrative fee (of which I was unaware) according to the contract. I was NOT told by the owner that I would lose an administrative fee. I called and talked to the same salesperson to ask and she sent me a page on the contract explaining that. I was never shown that page when I signed, and a copy of that page was NOT provided with the photocopy of the contract I received the day of purchase. On the accepted page of the contract in MUCH SMALLER FONT there is a double asterisk next to my signature saying I read the back page and accepted the terms of the contract. Not only did I not see that, the owner did not tell me when she said she would refund my money that I would not be refunded all of my money. Had I known, I might have followed through with the contract. When the check for $2440 arrived, I called Excell Granite and talked to the same salesperson, who wasn't aware they didn't return the whole amount and said she would look into it. I was told the rest would be sent, I called again when it hadn't arrived. Finally, I called on Monday 3/27 and left a message that I felt I was getting the run around and would take action if I didn't hear from them, which I haven't.As an aside, the downpayment was 50% of $2400 worth of marble and $3700 for fabrication. At most, the marble was marked "sold" for a couple of hours before the store closed on Saturday since I called first thing Monday and asked to cancel. It was too early in the process to schedule the fabrication, so that was not even on their calendar.

  Business response

  04/19/2023

  Business response taken verbally by BBB:

  We waived the administrative fee out of goodwill and issued a full refund of the deposit.

  Customer response

  04/26/2023

   
  Complaint: 19872534
  
  I am rejecting this response because: I have not received the reimbursement check yet. When I receive the check I will gladly accept the response.
  
  Sincerely,
  
  *********************

  Customer response

  05/10/2023

  This response was provided verbally to BBB:

  As of today, I have not received a check from the business.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had an outdoor granite countertop installed in 5/2019. The countertop in a little over a year started to crack, rust and lose color. We also had a custom light put in which also ceased to work. We started contacting Excell in February of 2021 to have someone come out and look at it. We have continually called, visited the showroom and emailed this company and after months they sent someone out on Friday November 5th in the pouring rain. Of course you cannot work on anything electrical in the pouring rain or do any polishing in the rain. In fact the guys that came out said they knew nothing about the countertop were only here to fix the lighting. This contruction cost was 12,061.39. After receiving no more word on this project I continued to call with no response. On November 15th I went to the showroom in person and was told by the owner Roland it could not be polished, was not his problem and to get off his property. It seems we were sold something not for outdoor use and Excell has no intention on rectifying this problem. We have run out of patience with Excell. He actually told me again to get off his property and file a complaint, he didnt care.

  Business response

  01/27/2022

  Business Response /* (1000, 11, 2021/12/17) */ This response was taken verbally by BBB: They did an outside kitchen. They live near the saltwater. We put stone on the wall and on the countertop. There is no stone that will last outside in direct sunlight. The sun will discolor the stone over time. We asked the customer how they were going to protect the stone as it is exposed to direct sunlight. The customer advised us that they were going to be covered and not to worry. The customer never contacted us for refinishing/polishing or any maintenance over the years. The countertops are being damaged/burned by the saltwater and sun. The job was planned and coordinated with the husband, Chuck. Consumer Response /* (3000, 13, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There response is total fabrication. They never told us this would discolor in fact they told us they might need to come out to repolish at some point. We have copies of emails and phone records to prove we have contacted them on numerous occasions over the past year with no response from them. Also the lighting has never worked properly and they have never taken any action to fix it. They knew exactly where we were putting this granite and not once did they advise us of any problems. Totally sold us a bill of goods.

*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. ↩