ComplaintsforRoma Tile and Marble

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a granite countertop 3 yrs ago. Paid thousands of dollars. This countertop has already discolored where we use water on it ( bad or no seal?)This countertop has never seen any chemicals only water to wipe down daily and a Norwex cloth . we shopped for exactly the right one that was not gold but cream in color and now part is gold and part cream. They are not wanting to even come out and look at it or stand by this product at all. We called once in the beginning as it chipped early on and stone fell out but again told it was normal I don’t believe this was ever sealed correctly in hindsight and after paying thousands of dollars would at least like someone to come and look at it and take responsibility. It is definitely retaining water in it.

  Business response

  11/07/2022

   He states that he will be reaching out to the consumer today to set up appt to view the issue.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/9/22 we paid Roma tile $8,500 to install quartz countertops. They came a week before and measured and failed to tell us our cabinets weren’t even then came back and decided to install countertops now the counters are uneven and just shimmed everywhere we had paid for backsplash and that was in such a wave the owner FaceTimed me told me it wasn’t the countertops it was the backsplash so we pulled it off paid for new backsplash and different people setting it and the countertop is still waved. I put a level on it and showed them they are telling me they didn’t tell me it was unlevel at first because they don’t critique other peoples work yet decided to ruin their own work buy installing on an uneven surface. I have Asked for money back they told me no they told me he will come rip off counters so the cabinets can be fixed but then my backsplash is ruined and he won’t fix or pay for that. They were extremely rude to me and i want Money back from this disaster I’ve been dealing with with them

  Business response

  03/11/2022

  BBB spoke to Nick at business and the following was relayed:

  We installed the countertops, everything is fine with the countertops. They went to install tile and the kitchen is not level from one end of the room to the other. The cabinets are not level, we offered to return and remove the countertop to let them level the cabinets and then we will reinstall. The customer did not want to do that. The issue is not our fault and there is no refund to issue. We are still willing to remove the countertop and reinstall once they have leveled the cabinets.

  Customer response

  03/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******* *******
  
  
  This statement is false. The company told me it wasn’t their job to tell me the cabinets were not level before hand which i spoke To three other countertop businesses and they told me that is not true. They told me my backsplash was crooked so we had the backsplash removed and new backsplash put on and it is not the backsplash so when i called Them back to tell them they told me they will rip the countertops off but refuse to pay for any damage that does to my cabinets or backsplash so i asked Them for money back because it’s going to ruin my walls and backsplash and cabinets they refuse to give me money back or fix any damage they do! Thank you 
  
  

  Business response

  03/15/2022

  Received a return call from the business (Nick).  He states that they will not pay for something that they had nothing to do with them.  The cabinet installers is the ones who made them uneven, which in turn made the countertops which they installed, uneven.  They are more than willing to remove and replace the countertops, once the consumer has the other contract repair their error.

  Customer response

  03/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******* *******
  
  
  
    We should have been notified of the uneven cabinets when they set the laser to measure and they failed to tell us. If they remove countertops to fix it then i want Whatever damage they do removing them replaced and fixed. 

*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. ↩