ComplaintsforGranite & Marble Works, Inc.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Faulty installation of granite. Business has tried to repair yet offered a refund instead. Will not pay promised refund. All communications have been documented. I believe business has been putting off payment in hopes this timeframe will expire. Granite and marble works Install date March 2020 *Notified on nov 3. 2020 issues with seams color *1st repair nov 9th 2020 seams starting to separate *2nd repair on sept 9th 2021 Repair not satisfactory. Seams still separated and no color match *Dec 8th 2021 Owners came out to house Came out to review again and said they would come up with solution *Email from them. Jan 24 2022 Email us saying they have staff issues *Email from them April 27 2022 Said they are still working on a solution *Email from them July 27 2022 Offered us a refund $3,773.56 no other solution *We replied back Sept 23 2022 Please replace instead of refund *Email from them oct 12 2022 Only option is refund *We replied back oct 14 2022 Accepted offer *Email from them November 2 2022 No draft from their lawyer for release of funds *We replied back dec 21 2022 Checking on status ~no response *We replied back Jan 28 2023 Please provide update ~no response *Wendy called Jan 31 2023 Said Margarita is out until feb 20 and will respond Margaret emailed 5/2/2023 stating she has not received necessary paperwork from her attorney

  Business response

  09/18/2023

  Mrs. ****' difficult history with our company actually begins prior to our fabrication and installation of the kitchen.  Having selected one of the smallest slabs in our gallery of over 2,000, she insisted that her kitchen be seamless --although the dimension of her kitchen perimeter (133-5/8 x 87-3/8) far exceed the dimensions of any natural stone slab available in the marketplace.  When offered the opportunity to switch materials to avoid one of the 2 seams required, she refused, and actually delayed production while she determined what she wanted to do,  So it is no surprise that she is unhappy with the seam.  It was something she did not want -- but something we could not avoid. During and after our one year warranty period, our company went to the **** home several times to work on the seam.  The experienced technicians we sent all agreed that 1. the seam was good; 2. there was nothing they could do to make it better in terms of "look".  This is, in part, due to the fact that the ****** had tiled in the countertop so that nothing can be moved or removed to work on the seam.  All that could be done would be to take out the existing seam epoxy and replace it.  Over time, this would make the seam larger, which is what we were trying to avoid.  The seam separation that the ****** have experienced can be due to a variety of factors -- not all of which are related to our install.  Conditions in the home, including settling, unlevel cabinets, humidity, all are potential factors.  None of this can be verified or changed because the countertop is completely locked in -- to determine the actual issue would require the ****** to remove cabinets, tile, etc.  And while our company would have been happy to go back to rework the seam if there continued to be a separation, it is not a requirement that we do so -- the countertop is no longer under warranty.  Companies provide a standard  one year warranty because they cannot be responsible for other conditions in the house that affect the work after installation. The ****** have determined that the installation is faulty, but this is their opinion, not fact.  They continued to pepper our company with repeated requests to come back and rework the seam -- even though we told them we did not have a solution for their complaint (which we do not believe is valid).  Finally, after many months of repeated calls and emails, I offered to refund them the money for the perimeter countertop, simply to stop their constant email and phone requests.  I indicated that I would need a release prepared by an attorney and signed by them.  Since it was during COVID and I do not have a regular attorney, I told them this would take awhile.  On a couple of occasions, the ****** indicated that they were prepared to hire an attorney -- I suggested that they have their attorney provide the release and I would review, sign and return with the refund.  This would expedite the process for everyone.  Clearly, they were not any more successfull than I have been. I have documented my efforts to take this unusual step, and am comfortable saying that our company has gone above and beyond what we are legally required to do in this case.  Recently, Mrs. **** posted her opinion (not fact) of the installation done by our company in an online review.  This was not what we expected, and not in the spirit of what I had offered.  And while I have continued to request assistance from my attorney and my colleagues in the field about the wording and structure of an appropriate release agreement, very few companies would even entertain such a generous offer.  And it appears my instincts to require a release were correct, based on Mrs. ****' recent review. I believe this case is closed. 

  Customer response

  09/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I was not made aware I was purchasing a piece of material that could have had difficult installation or to be defective.  This was not expressed verbally or documented in writing. I was under the impression I was purchasing a normal product as I paid the normal full price. We filed the complaint within the 1 year warranty period regarding the necessary seam repair.  The 1 year warranty period was detailed on the original bill of sale with our signatures.  The business details how they tried to repair the problem, which we feels acknowledges there was a problem. We have email documentation there was a separated seam and it was not just the color the first time they came out. The business did not follow through on their warranty that was provided.  We are asking for refund of services.  Regards,  ****** ****  

  Customer response

  12/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please find this message as notification of Complaint ******** has been satisfactory resolved between both parties. We no longer have any complaints or outstanding issues with Granite and Marble Works inc. Thank you! ****** **** and **** ****

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