Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Total cost of project: around $7,000 *************** countertops Highlights:-Counters damaged during installation -Sealer incorrectly applied resulting in awful finish and damages to finish -I have already had FIVE separate appointments scheduled after my installation to resolve this situation. The first service, which my husband took off work to be home for, made damages worse. The second appointment was a NO SHOW, NO CALL. The third service did not do anything while he was there. The fourth appointment was with owner and service person. They were an hour and a half late and nothing was accomplished. Owner was belittling and rude. The fifth appointment was a NO SHOW, NO CALL that theyre now trying to blame on me. -Company says one thing in person, and then denies it. Tried to make every issue my fault. -bribes customers while in the store to leave 5 star reviews and they read over them to proofread and suggest edits before you get your free item - [ ] December 28, 2022: MULTIPLE invoices are sent. All of which have errors that result in overcharging me - [ ] December 29, 2022: more incorrect invoices sent. ***** rep ****** my signature on multiple transactions and charged my account for things that I did not agree to and without my consent. - [ ] January 3: installation that resulted in poorly done seams, scratched surfaces, incorrectly applied sealers, ruined kitchen cabinets - [ ] January 3: emailed sales rep ********* with multiple photos and descriptions of damages to counters during installation - [ ] January 5: emailed rep again because no one called about the service as she promised - [ ] January 13: service person came. Told me on phone that sealer was applied incorrectly. Sanded down the scratch creating more damage. Did not fix the damages to other areas.** I have a LOT more to add this, but no more space on this form. Please let me know how I can provide the rest of the information**

  

  Business Response

  Date: 03/14/2023

  ***************************** here, owner of the company.

  I personally went 3/10 to see the issue with this customer ********************. **** is making a big deal for no reason all she really want a 50% discount for some water **** and two areas that needs to be touch up on the surface. She has a beautiful  and funcional kitchen.  I continue to ask her  for the chance to fix it and SHE  keeps refusing to allow us to go back, all she wants is money back. If she doesn't  allow us to fix it ,I rather give the money to my lawyer then give her  50% off  to this unreasonable customer.

  About we not showing up this Saturday, I told the customer we needed to confirm Friday which we did call but she did NOT answer nor return the call to confirm. Without any confirmation we can not send employee to customer house, we have to mAKE sure customers are present.

   

  PLEASE HALP US FOR THIS CUSTOMER TO ALLOW US TO COME FIX IT. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19591778
  
  I am rejecting this response because:
  

  Hello! 
  
  Thank you for getting back to me. I do have photos of all of the damages/issues with my countertops, if you would need those.
  
  The owner's response is full of false claims. The owner did not come out on 3/10, as he stated. He came out on 3/9, and was over an hour and a half late for the appointment that he scheduled. He actually had the manager call me before he came to see if I wanted to reschedule. However, while he was in my home, he told me that there was nothing wrong with my counters, when there most definitely is. The last 3 people that came from the company told me that they were "so bad". The marks that he is calling "water marks" cover approximately 1/3 of my surfaces, and are from the countertops being incorrectly sealed resulting in the sealant dripping down the countertops and drying before being installed in my home. The first service person told me this and described it in great detail. The marks were not there when I viewed the slabs in the yard before purchasing. Both of the very large seams on my countertops were incorrectly done and both he and the manager of the ******** location told me that they both needed to be redone. There is a very large damaged area, approximately 2 square feet, on my countertops from one of the first service appointments that he sent someone out for. The service person sanded down my countertops when he should not have, per the owner's words. ALL of my countertops have to be resurfaced, per his exact words. When he left my home on 3/10, he asked me when he could send someone out to finally fix the issues. I told him that they could come that weekend, on 3/11. He told me that someone would come on 3/11 and fix everything. There was never any mention of me needing to confirm an appointment, since we had just set the appointment up. He and the manager did discuss, between the two of them, who it would be that would be coming out. But there was not ever any discussion of the potential of not coming for the scheduled service. I mentioned this to the owner when I asked him about the no call, no show on 3/11. He told me that we never even had an appointment scheduled. I told him that I had in-home security camera footage of our entire conversation, in which we did in fact schedule an appointment with no confirmation discussed. Someone from their office did call me on 3/10 at 5:**** outside of business hours, but they did not leave a voicemail. 
  
  I have not ever refused to let them come to my home to fix their damages, as he is claiming. I have made my home and my schedule available for 5 different appointments for them. 3 of the 5 required me or my husband to take time off of work to be available for them. 
  
  
  All of the details that I can remember for this mess are outlined below: 
  
  Total cost of project: around $7,000 
  *************** countertops 
  Highlights: 
  -Counters damaged during installation 
  -Sealer incorrectly applied resulting in awful finish and damages to finish 
  -I have already had FIVE separate appointments scheduled after my installation to resolve this situation. Nothing has been resolved. The first service, which my husband took off work to be home for, made damages worse. The second appointment was a NO SHOW, NO CALL. The third service did not do anything while he was there. The fourth appointment was with owner and service person. They were an hour and a half late and nothing was accomplished. Owner was belittling and rude. The fifth appointment was a NO SHOW, NO CALL that theyre now trying to blame on me.
  -Company says one thing in person, and then denies it. Tried to make every issue my fault. 
  -bribes customers while in the store to leave 5 star reviews and they read over them to proofread and suggest edits before you get your free item 
   
  Dated Timeline:
  - [ ] December 28, 2022: MULTIPLE invoices are sent. All of which have errors that result in overcharging me 
  - [ ] December 29, 2022: more incorrect invoices sent. Sales rep ****** my signature on multiple transactions and charged my account for things that I did not agree to and without my consent. 
  - [ ] January 3: installation that resulted in poorly done, sanded down seams, scratched surfaces, incorrectly applied sealers, ruined kitchen cabinets 
  - [ ] January 3: emailed sales rep ********* with multiple photos and descriptions of damages to counters during installation 
  - [ ] January 5: emailed rep again because no one called about the service as she promised 
  - [ ] January 13: service person came. Told me on phone that sealer was applied incorrectly. Sanded down the scratch creating more damage. Did not fix the damages to other areas.  
  - [ ] January 13: emailed ******* with photos and detailed description of damages still present and now new damages also
  - [ ] January 14: emailed ******* again with more photos and detailed descriptions of more damages I found 
  - [ ] January 16: emailed ******* again because she had not yet responded about damages
  - [ ] January 19: talked to service person, ******, about service and how we needed another one. He said he would call me back with a date. Did not. 
  - [ ] January 24: talked to ****** again about service and he said he would call me back with a date. Did not.
  - [ ] January 30: emailed ******* bc no one had called to schedule a time for service
  - [ ] January 31: called at 3:48 to schedule service on 2/4 from 1:00-3:00
  - [ ] February 4: no show. No call. We sat at our home all day long.
  - [ ] February 4: emailed ******* about no show
  - [ ] February 6: ******* responded, CCing ****** and *******, saying they would be calling me that day to schedule another service. Did not call.
  - [ ] February 8: emailed ******* again bc no one called still. ****** called me. Told me that if I wasnt happy after the next service they would refund or replace.
  - [ ] February 9: service person came out. Didnt fix anything. Told me he had no idea about any of the damages, yet he had a printed out packet that included the photos with him. Told me I had to have the kitchen destroyed to be fixed. Told me that all of my counters had to be removed from my home and taken back to the shop. ******** was discussed, walls were discussed. Cabinets were discussed. He told me that it would have to be a weekday for them to come out to remove counters and a weekday that they come back to install. I told him that neither my husband nor myself could continue to take off of work for them to come. Told him I would need to discuss with my husband before we proceeded.
  - [ ] February 12: emailed ****** after visit from second person. Told him that we could not take days off of work for someone to remove counters or destroy the kitchen. Asked for replacements as he promised. 
  - [ ] *****lots of emails transpired**** 
  - [ ] February 13: ****** offers $500 refund to keep damaged counters via email. Told me that I already had my counters discounted so there was nothing else he could do for me. The discount he was referring to was a promotion that had running on social media for all customers in December, and was not a special discount that I was given. He also tells me that he wont replace the counters, as he promised me, because he didnt know that it was multiple areas that were damaged. He was on the email thread with the sales rep that included all of the photos and multiple descriptions of the damage. We had also discussed the multiple areas of damage on the phone several times. 
  - [ ] ****lots of emails transpired****
  - [ ] February 20: told ****** via email that I was escalating to BBB if not resolved
  - [ ] February 23: ****** asked to bring owner out to discuss in person
  - [ ] February 25: I told ****** that he would need to come after 3:30 on a week day
  - [ ] February 27: ****** asked to come on February 28
  - [ ] February 27: I informed ****** that I was out of town the week
  - [ ] March 1: ****** asks for a good day to come
  - [ ] March 6: I tell him I am available on March 9 at 3:30
  - [ ] March 8: emailed and told me they would be at my home at 4:00
  - [ ] March 9:  called at 3:30 and said it would be an hour and a half ++ before they came 
  - [ ] March 9: came at 5:10. Owner told me that the counters were easily fixable. He scheduled to have someone be at our house at 8:00am on March 11. Owner also told me that the problems werent even a problem, and he wouldnt even fix them. Very rude. Accusatory. Belittling. All Im front of my 3 year old daughter. Made me cry. All available from my in 
  - [ ] March 10: called at 5:**** and did not leave VM
  - [ ] March 11: no show. No call. 
  - [ ] March 11: emailed ****** and owner at 12
  - [ ] March 11: owner emailed and said we never had a confirmed appointment for today. Not true at all. Documentation from my in home security system to prove the appointment was scheduled by them
  
  
  Again, thank you so much for getting back to me. I appreciate your help in finally getting this resolved.

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

  

  Business Response

  Date: 04/03/2023

  Like I said before, please let us come to you house to fix it.  Let me know when is the next Saturday we can come. 
  I will send two of my best guys to take care of you. 

• Initial Complaint

  Date:10/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PAID in FULL $6779.34 Install Date: June 24, 2022 Quartzite was Damaged during their Install, plus Quartzite was Cut TOO Short at MC Granite fabrication location (installed too short), and Quartzite will not secure flush against one of the walls.MC Granite has promised to replace quartzite on many occasions but has yet to do so.Now they are refusing to communicate with us directly. We have been without a functioning kitchen - NO Cooktop, NO Stove since June 24th. That is 111 days - almost 4 months now. It's cost us thousands and thousands to eat out because we keep waiting for our quartzite to be replaced with no such luck. At this point we simply want our quartzite replaced with equal to what we have - no upgrade in material. I PAID for Quartzite that was NOT damaged, but yet MC GRANITE damaged my quartzite during their installation NOT due to anything we did. We are seeking MC Granite to replace all the quartzite as they promised to do so since day following them damaging our quartzite at no cost to us.

  

  Business Response

  Date: 10/26/2022

  MC Granite has working very hard with customer to get this issue resolve.  Customer has failed to the final ******************************** hasnt act unethical at any time, we have always in communication with customer, even the owner of the company has been involved trying to resolve this case personally, unfortunately customer has failed to what was agreed.
  
  Here are the facts for your review:
  
  ***************************** placed an order on 04/22/2022 for a Kitchen countertop for a total of $5,765.39 including taxes.  Installation took place on 06/24/2022; like any type of construction site, we can run into issues or concerns that the client may have; during the installation it was needed to drill a hole to install the faucets, due to the nature of the material and the pressure during the drilling the material cracked.  The material that was selected by the customer was ********, which is classified as Quartzite. 
  
  After the installation, customer contacted our sales representative *************************,informing about some small issues during the installation (For your review we attached e-mail received from Customer on Jun 24, 2022, at 6:43 p.m.stating that there were a few small problems with the installation, email that was answered by our Sales Rep.)  MC Granite Countertops was more than willing to fix or work with client ***************************** and ************************* to resolve any concerns they had during installation. MC Granite addressed the problems suggesting to the customer that we will re-place the ********************.  During communication between MC Granites representatives and ******************* and spouse ***** both parties agreed that we would let her select a new material of ******** for the Kitchen Island,under the companys expenses, but Mrs. ******* wanted the same exact slab,  as working with natural stone not all the slabs are the same, however in this case we offered the customer a slab from the same bundle meaning the slabs will have the same pattern,  a situation customer doesnt understand, but it is out of our control because we are dealing with natural stone produce from the mother earth.
  
  In a verbal conversation between ******************* and one of our representatives (***********************) client manifested about a different color selection instead of the  original color which was ********; at first our Representative was hesitant, due to the cost involved, but at the end of the day as a company  we strive to have a satisfied client because  MC Granites mission is :::::Bring the Kitchen of your dreams to reality., so at this point we had come to an agreement for both parties since new color material was selected.  Customer came back to our showroom on July 5th and showed some interest in another material called ************, another type of quartzite, which is a more expensive that the material original chooses by the customer; the cost per Square Foot for ************ is $145.00 nothing compared to the price customer paid for her original material quoted of ********, which was $80.00 per Square Foot,increasing the amount of the order in $4,491.50;  MC Granites owner and customer agreed that customer will pay at least $1,500.00 in order to cover some costs; MC Granite was willing to take the loss to have a satisfied customer.  The amount agreed was never collected from the customer. 
  
  Since it took a couple of days for the customer to decide on **************************** color, later we informed client that the specific slab of ************ she desired was not available since it was sold to another customer, but we have more slabs of ************ that she could choose from.  MC Granite Countertops offered to show client more of the same material that she was interested in, just that the one slab she desired was no longer available. She refused to work with us at that point and walked away. We have tried in multiple occasions to reach out to client to make this right with no luck. Every time we meet the client halfway, she finds something else in the matter to not resolve original concerns. These are the reasons MC Granite hasnt been able to re-install the countertops.
  
  MC Granite has done everything possible to please the customer, but the customer is not accepting the options given.
  
  At no time did MC Granite refused to fix the issues with the customer, even the owner of the company has been involved in conversations with customer given the different options to re-place the countertops.
  
  With regards to the allegations of MC Granite has refused to accept return merchandise it is not correct, MC Granite has been tried to re-place the countertops, given different options to customer, options that they have not accepted, until they decide about the material selection., we cannot remove any countertops; once we remove the countertops, they wont have an operating kitchen, which will cause more problems to the customer.   
  
  If you refer to exhibit 3 you will see that client ******* and ************************* still currently have the original countertops of ******** completely installed in their kitchen and island. ************************* stated, they are small problems he wanted fix. Card *************************** is not willing to work with the company to resolve the small concerns they had the day of installation after we offered to make this right.
  
  Mc Granite Countertops has been more than willing to work with client and address any issues, unfortunately client hasnt been willing to work with the sales manager or general manager to resolve the issue, MC Granite Countertops is trying to make this right for the client, but the client is not accepting any of the options suggested.
  
  
  On August 6, 2022, customer meet the owner of the company to discuss a new agreement to resolve the issue.  Customer decided with a different color selection and the customer agreed in contacting the merchant company to remove chargeback, however after this meeting customer  filed  chargebacks for the total amount of the order,breaking the agreement, which is unethical of them; MC Granites owner was very clear, once the chargebacks were removed, MC Granite will proceed with the cutting, fabrication and installation of a new countertop based on the selection made the customer on August 6; it has been more than a month and we still responding to these chargebacks.   Hopefully you will find that MC Granite has been trying any way possible to satisfied customer; for your review you will see agreement signed by both parties as a proof that MC Granite has been working with customer.
  
  Based on the last agreement, signed by both parties, it has been Customer who has breached the contract, is not MC Granite that has been acting unethical. 
  
  Regarding the timing of the entire order, it was customer that placed  the order on hold, the order was issued on April 2021, but it was installed until June to 2022, because customer  moved to the house on June 2022, once they moved we started immediately the process of templating, fabrication and installation, for your review you can see the history of the order template date  was changed several times, this situation it was not under our control.
  
  
  You will find attached all the documentation necessary for your review and analysis of the case (Job order, drawings, messages conversation, emails, pictures, disclosure)any questions or any additional information please do not hesitate to contact me.
  

  Customer Answer

  Date: 10/28/2022

  Please see above attached document.

  I have also written it out here:

  Dear BBB, October 28, 2022

  I have tried repeatedly for months to have this situation rectified since I contacted MC Granite to
  inform them that the quartzite that they installed was damaged, cracked in two places,
  measured incorrectly; too short, and would not fit flush against the wall - has been without
  success. I have tried relentlessly since ------------ to have MC Granite replace the damaged
  quartzite since the owner, ***************************** stated he would without luck. Therefore, I placed a
  chargeback against MC Granite but due to the Banks policy, the Bank could not rule in my favor
  because the Bank is not judge nor jury but simply acting on only the criteria that the charge
  made to purchase the quartzite was a legitimate purchase. The decision on the Banks part was
  found solely on the basis that the bank charge was legitimate. Immediately thereafter, I reached
  out to ***************************, owner of McGranite via email on October 14th stating that we were
  ready for him to replace the damaged quartzite. ****************** responded, STOP contacting
  me. And below that statement ****************** wrote the following, All communication moving
  forward will have to go through my lawyer in which I am copying in this email. His name is
  *********************. ****** is fully aware of the situation.
  I therefore immediately emailed ******************************* the following,
  Dear *******************************,
  Could you please advise us as to how MC GRANITE will be replacing our quartzite that was
  damaged, cut too short, and slab not resting flush with our wall will be installed?
  Best Regards,
  ***********************
  **************************
  To date, ******************************* has not responded. That has been a total of 14 days - 2 weeks.
  I filed a complaint with the BBB on October 14th in hopes that ****************, owner of MC
  GRANITE would honor his word that he would be replacing our quartzite. On October 17th I
  sent another email to ***************************** stating the following,
  Dear *********************************,
  Could you please advise how we can proceed having MC Granite rep-lace our damaged
  quartzite rep-laced with equal and or similar quartzite already paid in full for? We understand
  that we will have to pick another slab. When is the earliest we can do this, and can MC Granite
  get us on your installation schedule the sooner the better?
  Thank you kindly,
  Phylllis ******* & **************************
  No response.
  On October 18th I sent another email to ****************** setting the following,
  Dear ******************,
  Please advise how we can proceed to have our damaged, and cut too short quartzite replaced
  with equal or similar quartzite already PAID in FULL for. We can pick out the same ******** but
  a new slab or pick out a different quartzite of equal value. Please advise. Wed like very much
  to get on the installation schedule as soon as possible.
  Thank you kindly.
  ***************************** and *************************
  The following day, October 19th *************************** emailed back stating the following,
  *******,
  We still dont have any of the money back from your Credit card company.
  At this point you just keep making things more difficult then what they are. You just did a claim in
  BBB, Bad reviews everywhere and requesting for MC Granite to recut your kitchen again which
  I told you we are planing to do so but you guys keep making this harder and harder. At this point
  the only way I will replace your countertops is if we can get all this thing done before recutting
  anything. Unfortunately we dont trust each other anymore and thats why my lawyer is involved.
  1-we must have the money in our account.
  2-you need to remove the first row of tile so we can properly install your new countertops.
  3- Remove all the negative reviews and claim from BBB.
  4- recut job with the same product with no option to choose another color unless you are willing
  to pay the full different in price.
  5- my lawyer will make the new agreement letter with all points that will agree before giving you
  any install date.
  I hope we can resolve this matter soon so you guys can have your dream kitchen.
  *****************************
  The Owner of MC Granite
  To which I replied the following a few hours later on October 19th,
  Dear *****************************,
  As per the numerical requests:
  1) As per ******* ****** the funds ******* paid in full have always been in your account, and
  are in your account presently which was again verified tonight.
  2) The loose quartzite top will need to be removed by your Team to ensure no damage before
  we can address this issue and have it resolved. Please advise the date for removal.
  3) Yes, we can do that.
  4) We will be at your showcase soon to choose another slab of equal value.
  We too hope that we can resolve this matter as soon as possible due to the Holidays right
  around the corner because wed like our kitchen back to working condition.
  Please advise.
  Thank you kindly.
  ***************************** & *************************
  ****************** did NOT reply back, therefore I sent another email on October 21st stating the
  following,
  Dear ***************************,
  Lets please move forward.
  Thank you kindly.
  ***************************** & *************************
  ****************** responded with the following,
  I just confirm that we got the money.
  Please remove the complaint on the BBB and the social media bad reviews,
  After you do that we can move forward with the princess.
  My lawyer will make the letter to whatever we agreed so we can move forward.
  If you are ok with this we can move forward to chose material of ******** or any other product
  similar in price or pay the different in price if you choose more expensive material. Let me know
  when we can pick up the existing countertops.
  *****************************
  No Agreement was forwarded to me. I sent an email on October 24th stating the following,
  Dear ***************************,
  We would like to come by your showroom this Saturday to pick out our slab(s) at whichever
  location has the most selection. Please confirm the location with the most choices/selections
  and that someone will be there at that location to help us.
  We ask that you please have the rough draft of the Agreement within the next day or too to
  email us so we can all agree upon it before we move forward and not waste each other time and
  energy.
  Thank you kindly.
  ***************************** & *************************
  ****************** responded back the same day the following,
  Thank you,
  You will have the agreement no later then Thursday.
  ***************************
  On October 26th I emailed ****************** the following,
  Dear ***************************,
  Might we receive the Agreement today for review? If not today, early morning tomorrow?
  Thank you.
  ***************************** & *************************
  To which ****************** replied,
  You will have it tomorrow
  I dont know what time. My lawyer is writing the agreement.
  *****************************
  Yesterday, October 27th I sent an email to **************** stating the following,
  Dear ***************************,
  Please forward Agreement.
  Thank you
  ***************************** & *************************
  To which ****************** replied,
  You will have it before the day is out.
  Thanks
  *****************************
  At the end of the day I emailed My ******* the following,
  Dear ******************,
  Please forward the Agreement for us to review.
  Thank you
  ***************************** & *************************
  We have NOT heard from ****************** to which he promised wed hear from him
  yesterday, October 27th with the Agreement. His Lawyer has NOT replied ever nor has
  his Lawyer contacted us in any way shape or form. No one3 from a Law Firm has
  contacted us. No one from MC Granite has contacted us since the last email from Mr.
  ******* on November 27th at approximately 1:34pm stating that we would have the
  Agreement before the day is out.
  Once again, to date October 28, 2022 - ****************** has not honored his word of replacing
  our quartzite.
  Sincerely,
  *****************************

   

   

  Thank you

  *****************************

  

  Business Response

  Date: 11/01/2022

  MC Granite Countertops, LLC ("MCG") prides itself on the goods and services provided to its customers, and considers customer satisfaction of paramount importance. However, as in any service industry, there are times when unintentionally, services are not up to the customer's expectations. When this occurs, *** attempts everything within its power to remedy the situation and ensure that the customer is satisfied. 
  From the initial time that ****************** complained about the original countertop, *** has promised that it would replace the product to her satisfaction. However, rather than working with ***, ****************** effectuated several "charge-backs" on payment for the materials. Before committing to remove and replace the existing countertop with a new countertop at its own cost, *** wanted to make sure that it would not have any issues with the monies ****************** had already paid, but had now attempted to get refunded on, while still expecting a new countertop. *** requested that ****************** remove the "charge-backs" several times, in lieu of *** having to dispute them. ****************** did not do so, instead attempting to "charge-back" the account even after the credit-card vendor had issued a resolution in favor of MCG. 
  It is true that ****************** reached out to ***'s counsel on October 14th, however, counsel was suffering from COVID at the time and was unable to respond. When the final chargeback was finally resolved in favor of ***, on or about October 27th, *** requested that its counsel reach out to ****************** to formalize an agreement between the parties so that all responsibilities, benefits, and other obligations, were otherwise well-defined and to avoid any further misunderstandings and disputes. Counsel for *** was unable to respond on October 27th due to some other personal emergencies, but responded to ****************** on October 28th, as evidenced by the attached email. Counsel and ****************** communicated throughout the afternoon of October 28th (see attached emails) finalizing in counsel providing ****************** with a draft settlement agreement that evening. 
  ****************** did not respond until October 31, stating that she wanted the settlement agreement simplified. Counsel for *** responded on November 1, 2022, having made some changes to the settlement agreement, but still with sufficient protections for both MCG and ****************** as a consumer. 
  MCG attempts to make sure the customer is satisfied, but not at the expense of exposing itself to further liability. While we are sympathetic to ******************' position, there are certain matters beyond MCG's control, specifically as it relates to timing and the chargebacks that were attempted to be effectuated by the customer. 
  As evidenced by the agreements offered by *** through its counsel, *** stands willing and ready to replace the customer's countertop to her complete satisfaction, including paying for a licensed plumber at its own cost in order to assist them with the installation of their sink, which is not a normal service offered by MCG. 
  If the BBB needs any further information, please let us know so that we may provide it. 
  Sincerely,
  *****************************, Esq. on behalf of MC Granite Countertops, LLC

  Customer Answer

  Date: 11/07/2022

  Dear BBB,

  Presently I am in hopes that MC GRANITE will remove the cut too short and damaged quartzite, their "goods", and take back their "possession"; quartzite they cut too short before installation without our knowledge, and the damaged quartzite the installers cracked in two places during installation.  I am seeking 100% Full Refund in exchange for the above mentioned, and removing all feedback including at their request to remove my complaint to you, the BBB.  Please see the three recent emails of correspondence between me and ********************************* Lawyer in the attachments.  I hope we come to an agreement today or tomorrow.

  Thank you.

  *****************************

• Initial Complaint

  Date:05/10/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a $4000 countertop set from McGranite, the initial install went great. After a few months we noticed a discoloration in an area that was not being used for any work. We reached out to them and they wanted to blame us, we explained that the area had been treated with the correct sealers and nothing had been done in that area. The sent a tech out and he suggested that they bring the part back to the shop to repair after several weeks they tried to polish the other side and did not help. The piece was in worse shape, they took it back and tried again and after several weeks they delivered the piece with the same problem. I explained that this was unacceptable and all they came up with is that they would offer to redo a new piece with a discounted labor cost. The manage never tried to speak to us or apologize they just used the sales rep. ** this point we are so frustrated that we are thinking of legal action, and yet they came around again and blamed us.

  

  Business Response

  Date: 05/31/2022

  Regarding the clomplaint from ****************, what our Sales Rep. ******** ***** explained to him on the comunication dated May 6th, 2022, is true.

  We have reach different fabricators throught the Stone Fabricators alliance consulting about this issue and all of them agreed the same, that is due to how the Customer took care of the ********************.  For your review attached you will find all the answers from different fabricators.

  Any questions or any additional information please do not hesitate to contact us.

   

  Sincerely,

  *************************

  MC Granite Countertops LLC

  ************

   

   

  Customer Answer

  Date: 05/31/2022

   
  Complaint: 17186815
  
  I am rejecting this response because: We followed all the rules on how to take care of this material from day one and there is no other discoloration in any of the other sections, if we did not take care of the material correctly there would be other areas of concern, and the discoloration went all the way through the material. We have been without a countertop for several weeks now and if we had caused the problem, they should have been able to flip the material and polish it and return it back. They have said they did that but all they did was polish the top again, also they cannot explain what substance we could have used to discolor the material so severely. Management at this company has not reached out to us to try and work this out, if they really believe that we did it why did they take the piece back to try and fix and never came up with the we did it excuse until several weeks later.  Why is the discoloration under the polish and sealant if we did it? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/10/2022

  MC Granite Countertops in ********  is working with ************************* to fix any issues with the top that was delivered to him the day of installation, moving forward MC Granite Countertops has agreed to fabricate and install new top at no cost under MC Granite Countertops expense. Attached you will find a document signed off by ************************* (HIMSELF) that both client and company have came to an agreement and MC Granite Countertops in ******** will be replacing and installing top, ************************* came to our establishment on 6/10/22 to choose new material and we will be installing thus new material. ( under MC Granite Countertops LLC EXPENSE) 

   

  If you have any further questions concerning this matter please do not hesitate to reach out to me if there is any future concerns with this matter 

  Sincerely,

  *************************** *************)

  MC Granite Countertops LLC 

  Customer Answer

  Date: 06/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************