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:09/14/2023

  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.

  My granite was at first a cream color. Now it is turning dark brown. It looks nothing like the granite I purchased. Purchased on April 11,2023. I have called them several times. They tell me they will have the manager call. He has never called. The contract states material is Hanstone Bavaria. I would think their granite should have some sort of warranty.

  Business Response

  Date: 09/29/2023

  Thanks for the concern everyone, and unfortunately sometimes things are just a misunderstanding when it comes to dealing with custom ordered materials. In regards to this instance; the material the customer selected is actually a man-made quartz, which is a polymer product. It is virtually impossible for the product to change color, as it is a dyed synthetic material.

  We at MES have made multiple trips to the customers home to try and find a solution to fix the issue, as the customer has used a particular cleaning product " Many, many times" that has put a "haze" on the synthetic countertop. We are still in weekly contact with the customer to see if there is anything we can do to get the haze off, but it 100% is not a material or craftmanship issue. 

   

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 countertops from Mountain Empire for our mudroom and laundry room for our new construction home which we occupied earlier this year. The cost for the two pieces was approximately $2400. We chose Quartz for its durability and resistance to chips and scratches. When we purchased the pieces from them, we noted it contained dirt and blemishes. They provided assurances that the finished product would be clean and free of all dirt and blemishes. Based upon their promise and the rough measurements WE provided to them, we paid their quote in full - with the understanding that all of the dirt and blemishes would be removed and if the final measurements were different, the actual cost would be adjusted accordingly. Also, given the nature of Quartz we reasonably expected that chips and scratches would not be present, as any reputable company would never sell material that was defective without at least disclosing the damage to the customer. Mountain Empire reneged on both aspects of our understanding They did not remove all of the dirt/ blemishes and did not provide a refund when the final fabricated sizes were significantly smaller than their original estimate. Additionally, we found both countertops to be chipped and scratched and the quality of the fabrication work is very poor. It is hard to understand why they sold us pieces that are so obviously damaged and, given they used a laser measurement device to create their digital template, why the fit is so sloppy. We have made numerous attempts by telephone and email to get these issues resolved but they have so far completely ignored us. We are frustrated by the subpar workmanship, their misleading sales practice and the damaged products. We are outraged by their unwillingness to act professionally and responsibly in addressing our legitimate and warranted dissatisfaction. Please find attached photo documentation of just a few of the chips, scratches, dirt etc. and an outline of acceptable remedies