Complaints

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work done June 2022.Will Provide Credit Card Receipts as this process goes on.The nature of the dispute is that the work provided isn't completed to standards within the industry and the vendor has been paid in full. For reference, the work done was provided to an elderly person, whom was unable to adequately review the work after it was completed.Our expectation with the company is that if any dispute over the work provided came in question, they would make the situation right and warrantee their work. We hope *** England Granite will act as a reputable company and warrantee their work which they have not done thus far. The nature of the job was the vendor replaced flooring, tile, granite and painted a house.Multiple issues were brought up to them that are below industry standards. When the issues below were brought up to the owners of *** England Granite, the response we received was, "We have been paid; we simply don't care."The issues in question are on the flooring, tile and painting. They do a great job on granite work except there is 1 decent sized hole on one shelf. Paint Job Peeling paint from the wall Missing Paint on walls Stucco can be seen through paint job/ not enough paint applied Stained Paint on Flooring Paint drying on puddles on walls *Minimum industry standards for painting is that you will not see the paint color that the paint was replaced by, the paint will not peel, and the paint applied should match the paint around it. The paint looks worse than when the work started.Flooring Huge Gaps between trim and flooring Exposed Drill Holes in Flooring where they misaligned closet brackets Tile Pieces of Tile are missing grout and have empty spaces between the wall and tile.The vendor has been informed of and shown the issues in question and will not fix or repair the issues with the property.We are going to have to hire another company to come fix the work they performed.

  Business response

  11/21/2022

  To whom it may concern:
  
  New England Granite and Marble, **** was hired to do some remodeling work on the property in question in June 2022. We were hired by the then owner/resident of the property to paint the house and to replace some flooring, tile, and granite. Once we were to complete the job, we were specifically told to not clean up as the owner wanted to hire her own cleaning service. After the job was completed, a walkthrough and review of the work with the customer was done. The customer was more than satisfied with the work completed as she subsequently provided a gift to the owners of New England Granite and Marble, **** thanking them for work performed.
  
  New England Granite and Marble, **** has since learned that after the job had been completed that the original owner who contracted the work had moved out and that there is a new resident living in the house. The new resident is the individual who is now making a complaint, and not the party of the contracted agreement. After receiving this complaint, New England Granite and Marble, **** reached out to the original owner who contracted the work to inquire as to the reason for the complaint. New England Granite and Marble, **** learned that she was out of the Country and was unaware that a complaint was made and that she was still satisfied with the work.
  
  It is clear that after post inspection, the client was more than satisfied with the work performed and still is. It is also clear that the individual that hired New England Granite and Marble, **** is not the one making the complaint. Despite this, New England Granite and Marble, **** did their due diligence and agreed to meet with the new resident to see what the issues were. Since the post inspection, it is understood that there have been cleaning companies and movers who have been in and out of that residence that could have led to some of the issues in question. It was clear that the new resident wanted something for nothing, and was demanding that we take action. After review of the premises and speaking with resident, New England Granite and Marble, **** concluded they were not responsible for the issues presented and that nothing was owed to this individual who they had no agreement with. Therefore, it is the position of New England Granite and Marble, **** that this matter should be dismissed.
  
  Sincerely,
  
  New England Granite and Marble, ***

  Customer response

  11/21/2022

   
  Complaint: 18235792
  
  I am rejecting this response because: Pictures taken showcase their workmanship. It is clear to me now that this company has no interest in rectifying the situation. Items brought to their attention like holes in the floor and misaligned trim work will not be rectified by company. The fact remains that any reputable company made aware of items their company did that were below minimum standards in the industry would want to make the situation right rather than making excuses for not fixing the problem. Without question the items brought to their attention was work performed by their company. What I had asked for was to have the mistakes they made fixed, which is not unreasonable. Regardless, the fact remains if a consumer has to hire another company to come in and fix work a contractor was hired to do, it means that the initial contactor is not qualified to do the work and should no longer be in that line of work. This is exactly the situation here. I want it to be very apparent to anyone who does due diligence on this company before using them that they will not and have no interest in making the situation right. They have a poor reputation which can be demonstrated by their previous BBB complaint(s) and future ones to follow by other customers that unfortunately use them. They have very little experience in flooring or painting and should not do those activities. BUYER BEWARE.
  
  Sincerely,
  
  ***************

  Business response

  12/01/2022

  To whom it may concern:
  
  We at New England Granite and Marble, **** take pride in our work performed as well as our customer service. If there are any issues after the job has been performed and after post inspection with the client, we will always try to work with the client to try to resolve those issues. This is the case even if the issues were not caused by New England Granite and Marble, ****. An example of this would be the picture the complainant provided illustrating the gap between the floor and the baseboard. New England Granite and Marble, **** were the ones that brought this issue to the attention of our client. We were hired to replace the tile in this picture and advised our client that the old baseboards would need to be replaced to prevent the gap between them and the floor. Our client advised us that she did not want us to replace the baseboards at this time and that she would do so at a later date. We understand that the complainant would not have been aware of this as he is not our client, but this reiterates our position. As a business we cannot be expected to perform services for free for a nonclient, just because they decide they are not happy on work we performed for one of our clients/customers. Especially, when they were not around for conversations between New England Granite and Marble, **** and client at the outset of the job and post inspection. Again, our actual client who hired us to do the work was satisfied enough to send us a thank you gift for the work performed. If our client had any issues, New England Granite and Marble, **** would have done what was necessary to make it right. We are sorry that that our response may not be acceptable to the complainant, but again he is not our customer and never hired us to perform any work.
  
  Sincerely,
  
  New England Granite and Marble, ***

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/19, I went into New England Granite & Marble, Inc. to discuss replacing the countertops/backsplash in my kitchen. That same day I chose the slab of stone that I wanted and gave a deposit of $5,500. I was ensured from the company that the quality would be exceptional, and I would be happy with the results of the new countertop/backsplash. I also gave them an additional $1,000 on or around 6/1 and $500 on 6/4/22. There were numerous issues with the quality of work that I received, all of which I have brought to the attention of the company via email/phone, both before and after the project was fully installed. The main issue is that the slab for the backsplash is not the same as the counters which there is ***** contrast and is NOT consistent with natural gradations in the stone (which I am aware of and expected). The same slab seems to have been cut and split across the kitchen, rather than being laid out next to one another, I had another company come in and that is what they said it looked like. They indicated one of the pieces of stone had an unequal overhang (****** inches off, it would need to be re-cut so it is equal), lack of caulking, replacing the white caulk, chips, and uneven corners. After bringing up these major issues, I wanted to come to a resolution and one of the owners, *****, came to my home on 6/20 to discuss the issues that I brought up. He was defensive and was not receptive to my concerns. He also denied chips in the stone being there after they were covered up with filler (which I stated I did not want done, I wanted to chips in the stone to be smoothed out), even though I took photos of the chips and sent it to company. ***** did discuss repairing some of the minor issues but did not agree to fix some of the major problems such as the mismatched stone and the smoothing out of some of the chips. Later in the day after meeting with *****, I sent an email restating some of my concerns and asking for a resolution. I have yet to hear back.

  Business response

  06/23/2022

  To Whom it may concern:

  We are currently working with customer to solve issues, customer only allowed 1 day between us going to job site on June 20th and submitting complaint on June 22nd. Although we believe installation was done professionally and up to industry standards, and material used is what customer selected and natural stone has color variation we will keep working with customer to resolve the matter. If not agreement is reached by early next weeks we will submit full reply. 

  Thank you, 

   *******************

   

*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. ↩