Complaints

This profile includes complaints for Colonial Marble & Granite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Colonial Marble & Granite

  201 W Church Rd Kng Of Prussa, PA 19406-3229

  
• 

  Colonial Marble & Granite

  240 S DuPont Hwy New Castle, DE 19720-8410

  
• 

  Colonial Marble & Granite

  240 S DuPont Hwy New Castle, DE 19720-8410

  

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:11/16/2023

  Type:Product 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.

  In Aug 2021, my wife and I visited Colonial Marble, excited to select a countertop for our newly renovated kitchen. Expecting a high-traffic area, and with children, we sought advice from their sales rep, *******. He recommended Quartzite, praising its durability as the "hardest stone." Trusting his expertise, we chose a beautiful slab and selected a template in Sept. However, issues arose during production. We were informed of a fissure in the stone, necessitating an additional seam. Visiting to inspect the countertop pre-delivery, we noticed minor scratches but were reassured these would be buffed out. Our trust in Colonial began to waver. Upon delivery, problems continued. The seam's filler color was mismatched, and the previously noted scratches, resembling clamp marks, persisted. A technician later admitted these couldn't be buffed out due to the stone's brittleness – a stark contradiction to *******'s durability claims. Despite following Colonial's care instructions, sealing the countertop multiple times over 2 years, and even restricting our children's access, the countertop continued to deteriorate. Each scratch and dent intensified our frustration. Colonial's response was as brittle as the stone they sold us. Complaints were met with denial and accusations of improper maintenance. In a desperate attempt for resolution, we revisited *******, who offered a 50% discount on a new countertop at a specific price, installation included. Yet, this glimmer of hope vanished when ******* left the company. The new staff reneged on his offer, furthering our sense of betrayal. Colonial's handling of this matter has been nothing short of egregious. They've dodged calls, skirted responsibility, and backtracked on promises. This experience has left us with a defective product and a profound sense of frustration and injustice. Their disregard for customer satisfaction and accountability is appalling, underscoring a lack of business ethics and respect for clients.

  Business Response

  Date: 12/19/2023

  Dear BBB, I reviewed this complaint with all of senior management and the offer to replace the countertop at cost still stands and will be honored if customer is interested in that resolution.   Nobody at Colonial is aware of that offer of ever having been retracted in the past.    Please feel free to re-communicate this to customer as we would still be happy to serve their kitchen countertop needs.  

  Respectfully Submitted,

  CMG

• Initial Complaint

  Date:08/01/2023

  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.

  The countertops were installed poorly and cut uneven. The island was installed with a knick and scratches all over it. The installers ruined my sink with a poor installation. The said they would fix the imperfections when they installed the full height backsplash. That crew said they didn't make the mistakes and can't fix the sink and they would let them know about the island. The backsplash is cut crooked at every corner we told them to take it out. We called colonial while they were here and told them we are refusing the backspalsh. The assured us they would send a team because the 2 guys couldn't physically remove it and not damage the cabinents. We wrote on the receipt. The entire job is paid in full. They were supposed to send a team on 7/28 after multiple conversations ro fix the issues. At 1:45pm they called to say the specialty fabricators flight was delayed from vacation and they couldn't come till the next day with a crew of 5 people for 4 hours. I refused as I had to work. After assurances from manager **** and **** that the job would be flawless on 8/1, we allowed the reschedule. On 8/1 only 2 guys came thay didn't know how bad the job was and said they can't do it as 2 guys because the job is over 10 hours. It needs a full crew an entire day because it is so poorly done and the island can't be fixed on site, the island has to go back. We called the managers **** talked to him multiple times and each time he said we will call you back. The manager **** wasn't available. Spoke to a manager **** who said per the contract we can try and fix it as much as we need to and that they won't refund us because they don't have to. The entire job of my home remodel has been pushed 6 weeks because of their incompetence, poor quality work and delays. We risk damage to the cabinets and the appliances and new harwood floors. We have no confidence in this company or their ability to tell the truth or follow thru. We want the quartz refunded, my damage sink refund and my contractor bills covered for all the extensive delays.

  Business Response

  Date: 08/28/2023

  Dear BBB,

  Colonial Marble & Granite has remained firm in its position that it is ready, willing, and able to cure all issues complained of by customer.   Multiple attempts to schedule the customer for the service that is needed has been attempted by Colonial and has been rejected or gone unanswered by the customer.   Colonial is within its contractual right to cure the issues and until those efforts are exhausted, Colonial is not obligated to provide monetary compensation/refunds.  We will continue to try to schedule the customer for their service, but we do need cooperation from the customer to allow us into their home in order to complete the job.  

  Respectfully Submitted,

  CMG

  Customer Answer

  Date: 09/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have attached a documented timeline of events. Including the 3 times their technicians have been in home and failed to rectify any of the issues. As well as out continued attempts to work through them to resolve the issues with their inferior craftmanship, and they many times they have not followed through on their word, promises or expectations.
  
  Regards,
  
  ******* *************  
  

• Initial Complaint

  Date:08/01/2023

  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.

  On March 31st Colonial Marble and Granite came to my home to install the Artic White countertops I ordered. Upon finishing up the install I noticed the one installer rubbing a spot on the island counter. I asked what happened and they were not sure what caused the blue scratch. They explained that they would submit photos and I would hear back from someone within two weeks. That never happened. So I started to follow up with the lady who assisted me with the purchase, ***** ****. She told me that someone would come to my home to inspect the flaws ( I also noticed before the installers left my home, a series of black spots on the counter near my sink). Approximately a month after the install, a representative for the company came to my house, ***** ******. She proceeded to try to lift the blue mark and the black spots, which was unsuccessful. She told me that she would submit her findings and I should hear back within two weeks, which did not happen. I started to then call the New Cumberland branch just about every two weeks to see if there had been a decision. Finally around the beginning of July, I spoke with Laura again, and she then informed me that she had received an email that a replacement slab was about to be shipped to New Cumberland to replace my countertop. I never once expressed an interest in having the counters replaced, I wanted to know what my options were... I also asked ***** whos responsibility it was to inform me? As I had heard nothing...At this point I had reached out to two different managers via phone messages and email. I believe the manager for New Cumberland is ****. He never ever communicated with me. I also left voice message for another manager, ***** *****, from King of Prussia, he never responded either. I have requested a full refund, as at this point I do not trust anyone from this company to deliver what they promise. I would rather start over with a new company than prolong the agony of dealing with these non communicating folks.

  Business Response

  Date: 08/11/2023

  Dear BBB,

  Colonial is uncertain as to the nature and gravity of customer's complaints.  The customer had an issue with a marking which appeared on the original quartz slab and the supplier agreed to replace the material under a valid warranty claim.  Customer's desire to receive monetary compensation versus having the slab replaced makes their discontent seem a bit insincere and is contrary to the warranty policy.  As far as lack of communication is concerned, there are no records of voicemails ever having been left by this customer, and after the warranty claim was established, all communications would be exclusively between the customer and the supplier, the timing in between communications of which Colonial has no control.   If the customer is only interested in monetary compensation, then Colonial will offer $300.00 for the customer to keep their current quartz countertop in an effort to settle this matter.   Any counteroffer from Customer would be rejected as Colonial stands ready willing and able to fabricate and reinstall a new quartz countertop under the valid warranty claim.  As I hope you would agree, I don't see where there can be any wrongdoing assigned to Colonial when by the customer's own admission, there is an agreement to replace the countertop at no additonal cost.

  Respectfully Submitted,

  ***

  Customer Answer

  Date: 08/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  Well first off, I really do not appreciate the tone this company is coming at me with.  I feel like I am being accused of trying to pull a fast one?  The first sentence from Colonial sounds like I was not put through hell waiting and waiting for anyone to let me know the status of my damaged countertops and what my options were.  Colonial sent faulty product to my home, and I have to wonder how many inspections are done before the product is glued to my cabinets....so if they are insinuating that I want my money back and plan on living with these damages, they are wrong!  Because of this company's lack of communication, I still do not know if they were sending a full replacement of my countertops OR just the island portion.  I did go through my emails and phone records and found an email from Laura that she actually did find out that Colonial would not charge me to remove and reinstall my new faucet, but still, what if my new sink gets damaged in the process of pulling the glued and damaged counters off?  These seem like sincere concerns to me???  Colonial then states that I am breaking the warranty polices by requesting a full refund.  Had just one person cared enough to follow through with any of my 14 phone calls (3 calls to managers Nick and Chris) I would have moved in the direction of allowing them to replace my damaged product.  But that did not happen, I pulled up my cell phone records and can prove this many calls were made to New Cumberland and to Philadelphia offices (more calls were made from my work phone, those I can not prove).  Colonial stating they have no records is my point.  No one cares enough to document!  And yet more slacking business practices from my point of view!  My desire to receive a full discount is based on not wanting to be put through one more minute of not knowing what is happening.  I have lost complete faith in them.  And I certainly do not want to go four more months with this situation without knowing!  Colonial then says in their statement, all communications would be between me and the supplier, WHO is that, HOW would I know?  As stated a million times, I have been left completely in the dark!  I called the phone number I had on my documents, and also researched online to find the Philadelphia office...The many pages of similar complaints on the BBB site can affirm this company loves to push good paying customers to the limits.  My last email begged the question as to just why are they treating good paying customers this way???   Then they smuggly ask "how can I complain or assign wrong doing"?  What????  I feel like I am dealing with a bully.  I would to this very day would not know a thing had I not continued to call and call.  I have never felt so unimportant and really can not imagine letting these people back into my home.  I have been in discussion with one of the news anchors from ABC local news, and I will not hesitate to discuss Colonial Marble and Granite's shameless business practices with our local patrons, I wish I would have been warned!  There are so many competitors out there who are actually grateful and WANT to do their best for their customers....Colonial appears not to be one of them. I will not roll over and just accept this treatment.  And this is as sincere as I possibly can be.  It is my hope that they will LISTEN to mine and many others complaints of the absolute worst customer service and do something to improve their communication skills.  
  
  Regards,
  
  ********** ******
  

• Initial Complaint

  Date:07/28/2023

  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.

  Horrible horrible people.Damage to my walls and plumbing and they would not repair nor pay for . The drivers that came out were very unprofessional and it was a women I spoke with name ***** who was very nasty to me and I believe she cursed at me on the phone . Just a terrible experience and me and my wife saved so much for this and I wish I would have taken my money somewhere else.

  Business Response

  Date: 08/11/2023

  Dear BBB,

  Colonial Marble & Granite has reviewed all transactions and order history for this customer and cannot locate any past customer under this name, address, or phone number.   In order to properly evaluate and respond to the merits of the complaint we would need more information.   Specifically, the name and/or installation address for whom the contract was entered under.    Further, because this customer demands no further contact from the business we feel it is not in Colonial's best interest to call the complainant directly with the number provided.   

  At this time we will wait for further customer identifying information to be sent to us.

  Respectfully Submitted,

  Legal Dept, Colonial Marble & Granite

• Initial Complaint

  Date:06/04/2023

  Type:Sales and Advertising 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.

  I purchased countertops from Colonial Marble & Granite with an estimate of 40 square feet. I was told by my salesperson, *****, that my price would be adjusted once they come out to take exact measurements. During this process myself and my contractor reached out to the *** location several times without response. Finally, after numerous calls I got *****, who stated he was the manager. He told me they would not adjust my price even though when the measurements their employee took only came out to approx. 30 square feet. I then asked for my remnants but was told I couldn't have them either. ***** told me they do not give the remnants because they resell them to other customers for smaller projects even though I have already paid for the product. I paid for 40 square feet of quartz and only received 30. I was also not given my sink cutout. This company is double dipping product and I want the product I paid for OR my price to be adjusted for what I actually used.

  Business Response

  Date: 06/05/2023

  Good afternoon,
  
  In response to **. *********** complaint, we have reviewed her order and the communications that took place.  She ordered her countertops through our promotional package that includes up to 40 square feet of countertops installed with one free sink cutout for an all-in price of $4999.  She added a digital template layout for $250,bringing her order total to $5249.  Her order was then discounted an additional 20% on top of the promotional pricing. 
  
  Under our countertop promotion pricing, a customer is free to use up to 40 square feet of material for the same price, with the understanding that any additional square footage over 40 (in the same room of the home) would be charged at the non-promotion rate for the material selected.  Some customers choose to add on square footage (in the same room) as part of their project (for example: additional overhang, window sill, table top,etc.) to maximize the 40 square feet included in the promotion.  There is no provision in our promotion to allow for a customer to use only a portion of the square footage and have a difference refunded to them, due to the promotional pricing and free sink cutout.
  
  Our sales manager has offered to do a small vanity of the same material (up to 10 square feet) with sink cutout free of charge to maximize the 40 square feet promotion for ************************* Our offer remains valid if it is agreeable to her.
  
  Kind Regards,
  
  ***************
  Chief Operating Officer
  Colonial Marble & Granite

  Customer Answer

  Date: 06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was never offered the 10 feet of countertop for use in my kitchen.  If it's already paid for in the 40 square feet, I paid for it, it's mine.
  
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair 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.

  May 4, 2023: Colonial Marble was scheduled to install my vanity top. When the installers arrived they informed me the template (which was done by their company) was not done properly and that the sink would not fit without making adjustments to the cabinet so they could not install the top. I had the cabinet fitted out then called Colonial Marble and rescheduled install for May 31, 2023. No one ever showed up. I called the office 5 times trying to get an answer but no one would call me back. I did finally speak to Vice President ** ****** and he said he would get me rescheduled and call back. I have since called ** 3 more times and left messages but he does not return my call. I have also left messages with **** *** is the service department but she does not respond either. I continued to call and leave messages on June 1st and June 2nd. Meanwhile, they charge your credit in full the day before they are scheduled to come out. So they have had all the money for this job since May 3rd and now will not finish the job or return my calls. And since they have been paid in full they have no reason to come out and finish the job they have messed up on since the beginning. They left the vanity top here but now I have to hire someone else to finish the job.

  Business Response

  Date: 06/14/2023

  To Whom It May Concern,
  
   After reviewing *** ****'s complaint, we have been in contact with her and are working toward a resolution.
  
  Kind Regards,

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

  Chief Operating Officer

  Colonial Marble and Granite.

  Customer Answer

  Date: 06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The company reached out to me only after I filed a complaint with the BBB. They offered no apology or anything, just wanted to reschedule the install. At this point I do not feel comfortable having them out to my house and would like a refund.
  
  Regards,
  
  *****************
  

  Customer Answer

  Date: 06/28/2023

  I had to hire another company to finish the job that Colonial Marble abandoned which cost me $400. Colonial Marble called me and I told them I wanted to be refunded the $400 to cover the cost and they said no. They would refund me $250. I told them no way because that does not cover the cost to finish the job let alone all the time I lost from work to fix their mess. 

  Business Response

  Date: 07/18/2023

  Good morning,

  We have verbally agreed in principle with ************ on a $400.00 refund to cover the costs she incurred for installation.  We continue to work with her to finalize acceptable payment terms.

  Kind Regards,

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

  Chief Operating Officer

  Colonial Marble & Granite

  Customer Answer

  Date: 07/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They want me to sign an acceptance and release form first, then they said they would mail me a check. I don't believe I will ever actually see that check as this company is not good to their word. I offered to meet with them in person and I was told no so we are trying to come to an agreement on how to settle this.
  
  Regards,
  
  *****************
  

  Business Response

  Date: 08/21/2023

  A settlement agreement was reached between the customer and Colonial for the return of $400.00.   This money was directly refunded to the customer's credit card on July 21 and a Release was signed by ****.  I don't believe there are any lingering issues in dispute.  I also spoke directly with ***** ****** at the Attorney General's office about this matter and there was acknowledgment from their office that the matter had been satisfactorily resolved.    Both the credit slip and the settlement/release letter are attached.
  
  Respectfully Submitted,

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

  General Counsel NTP Marble, Inc.

  Customer Answer

  Date: 08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:05/26/2023

  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.

  We need help in resolving an open complaint which was originally submitted back on November 11th, 2022 to Colonial Marble and Granite (CM&G). Our complaint concerns the purchase of a granite counter top for our kitchen island which was part of a larger kitchen order #****** which was installed on November 10th 2022. The total cost for the granite used for the kitchen island countertop was $805. We initially contacted CM&G's customer support on November 11th, 2022 to address a large defect in the piece of granite installed on our kitchen island. The defect is approx. 20 sq. inches and is situated prominently on the top surface of the granite. Per CM&G's instructions we emailed photos and a description of the defect on November 13th, 2022. CM&G scheduled a service visit to inspect the island on November 17th, 2022.During the visit the field service representative informed us that there was nothing he could do onsite to remedy the defect but that he would report back to customer service so that the claim could be escalated to resolve our complaint. Since that service visit we have made repeated attempts to contact CM&G customer support by phone and email to understand what that resolution would involve but to date we have not received any response or been given an adequate explanation of how the escalation process works. We were getting some feedback from the manager of the store where we made our purchase but he has since left CM&G and so we are depending on communication from CM&G corporate support. Most recently on 04/07/2023 we sent the CM&G client resolution manager a USPS certified letter detailing the complaint but have still not received any response. We are very much hoping that you can help us re-open communication with CM&G and after a six month struggle finally resolve our complaint.

  Business Response

  Date: 06/02/2023

  Good morning,

  Our Service Department will reach out to this customer regarding their issues this morning.  We will offer **************** a remake of the affected island piece.

  Kind Regards,

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

  Chief Operating Officer

  Colonial Marble and Granite

  Customer Answer

  Date: 06/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:02/23/2023

  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.

  On 11/05/2022 I ordered a Quartzite countertop with backsplash and a Bisque sink to match our Bisque tub and toilet which were made by ******. I paid deposit of $1000.00 toward a total bill of $2000.00. A template was designed by Colonial's employee. When the items were about to be delivered, I received a call to pay the balance before delivery and installation, which I paid an additional $1000.00. When the items were delivered, they could not be installed because of a mistake in the template measurements. I also complained that the countertop was not the same material I had selected. After agreeing to a new material choice, a new countertop was delivered and installed. The sink was not the Bisque color I ordered, but was white, and the countertop was scratched during installation, and the backsplash was cracked and poorly finished. I complained by calls and emails, but no one ever responded for over one week. Additionally, when I selected the new material I was advised that there would be a refund since the material selected was less expensive than the original choice.

  Business Response

  Date: 03/10/2023

  Dear BBB,

  Please be advised all countertop and backsplash services needed to be performed have been completed for this customer as of March 9, 2023.   Attached is a signed copy of the Services Acknowledgment Form confirming customer satisfaction in this regard.  With respect to the bisque colored sink, also attached please find a screenshot of the Customer's order which reflects Bisque Rectangular Sink was allocated to this order and delivered to customer.   The sink model and color that was ordered by customer is the same that was delivered.   Customer needs to understand that the color category of "Bisque", like any color, may vary in shade from one product line to the next and Colonial cannot be held responsible for matching the customer's sink with their existing toilet and bathtub.   We will continue to work with the customer to try to find an agreeable solution to their issue, however there is no deceptive trade practice that was committed by the merchant under the facts.   The sink that was selected and ordered by the customer is the same that was delivered and installed.

  Respectfully Submitted,

  Colonial Marble & Granite

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair 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.

  Order date: 7/09/2017, Colonial Marble, King of Prussia $525 + tax ****** ****** **** Pull Down S/S Faucet Faucet nozzle broke. I contacted ****** for a replacement nozzle with documentation of the sale and pictures describing the faucet. They determined the faucet is not their product. It is an inferior plastic model with no identifying product name.I contacted Colonial in person with all my documentation and spoke to *********************. ***************. She told me the product may have been discontinued (I contacted ******, the faucet was discontinued, but only two years ago) and they replaced it with what I have (without telling me). She also told me it was replaced with an ******* product, but there is no indication that it is an ******* product, plus it is plastic. . ***** is not returning my phone calls, which makes me wonder if this transaction was a bait and switch.I would like the $525, or a significant amount thereof, refunded to me, as the faucet they put in can't be worth more than a fraction of that amount.Customer: ********************* - ******** Order #****** Salesperson: *****************************

  Customer Answer

  Date: 04/01/2023

  On March 23 I got a phone call from ***** and his associate, ****, who would be taking over my claim.  They were going to research which faucet I actually received and **** would get back to me.  I did not hear from him, so on March 28 I left a voice mail for **** to call me.  On March 30 I received a call from ***** and we reviewed the situation yet again. I sent her pictures of the faucet I have and the one I ordered, yet again. She was going to look into which faucet I actually received.  She is the fourth person I have dealt with.

  Aria did tell me that sometimes, if the faucet that was ordered is not in at the time of installation, they may put in a temporary faucet.  If this was the case, I was not apprised of this, nor was the temporary faucet traded out for the one I ordered.

  The people I have dealt with have all been polite and seemingly willing to help, but I feel like I am getting the run around.  **** has been the most helpful, but it sounds as if she is under management's thumb.

  ***** had asked me how I would prefer to settle this.  I told him I would like a refund.  I have lost confidence in this company, so I do not want them to replace the faucet and I don't want to pay a plumber to install a new one. Given that it appears I may have a cheap temporary faucet, I would expect close to a full refund.

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

  Business Response

  Date: 06/01/2023

  Good afternoon,

  In response to complaint ********:  Upon review of our internal records, it does appear that an incorrect item was supplied to ****************** order.  We will contact her tomorrow 6/2 to propose that she choose a new faucet up to the cost of the original ****** selection and we will supply and install this faucet at no cost to her.  If she has already replaced the faucet, we will engage in conversation with her regarding an agreeable refund amount.

  Kind Regards,

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

  Chief Operating Officer

  Colonial Marble & Granite

  Customer Answer

  Date: 06/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:02/10/2023

  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.

  On 1/24/23 I went to the Colonial store at *************************** in King of Prussia and signed an order to purchase a quartzite piece for our kitchen. The total charge was $11,810 and the vendor required a $2,000 deposit which I paid using my credit card. The $2,000 was charged to my account on 1/24. On 1/26, under the vendor's 72 hour cancellation policy we contacted the salesman through email and cancelled the order and requested the $2,000 be returned. The salesman ignored our request in his email response. I emailed a 2nd time with the same request to the same salesman and was ignored again. I called the store on 2/1/23 and asked to speak to the *** and left my contact information for him to call me back, which he did not do. Instead the Sales Manager (*****) called me within an hour of my call to the GM and he promised I would get my refund within 7-10 days. As of today I have not received the $2,000 back as a credit on my account. I find the salesman's refusal to honor the vendor's own policy illegal and I find it ridiculous that upon proper notification my account wasn't credited that same day and has yet to be credited, despite the promise of a management person.

  Business Response

  Date: 02/14/2023

  Dear BBB,

  Please be advised the refund for $2,000.00 was processed today by the accounting department.  (See attached refund slip).  Per the Consumer Protection Act, refunds due back to customers shall be provided for within 10 business days of receiving Notice of Intent to Cancel.  The Order History for this customer indicates Notice of Cancellation of having occurred on 2/2/23, in which case today's refund falls on the 8th /9th business day.   In light of the foregoing and supporting documentation, kindly reflect this matter as having been resolved favorably by merchant.

  Sincerely,

  CMG

  Customer Answer

  Date: 03/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************