ComplaintsforMarble Builders

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October 2022 Marble Builders engaged in services to address repairs for water damage that occurred on my property. An agreement was made with my insurance company and Marble Builders in regard to the cost of repairs. In December 2022, I paid a deposit of $2,299.92. As a customer, I have the right to expect the work to be completed, meet contractual and agreed-upon obligations, and industry standards. The work carried out by Marble Builders is incomplete, unsatisfactory, failed to meet industry standards, fell short of the agreed-upon scope of repairs. Marble Builders repeatedly lied about when the repair work would be completed. When Marble Builder employees eventually arrived they failed to complete the repairs requested including cleaning and deodorizing, replacing the carpet pad, detaching and relaying the carpet, and removing the washer and dryer. Additionally, the repeated lies by Marble Builders about when the work would be completed resulted in my rental property calendar being blocked off resulting in a personal loss of income totaling $900. After the partially completed downstairs repairs, I was not contacted for another 2 months regarding any repairs to my upstairs bathroom, which remains unusable to this day. On March 20, 2023 I contacted Marble Builders outlining the breach of contract that had occurred, and requested a refund for the work not performed already paid via the deposit. I was provided no explanation or update until June 15th, 2023 when Marble Builders alleged the work performed had exceeded the amount billed. It was reiterated again that the agreed-upon work was unsatisfactory, incomplete, and did not meet industry standards and a refund was again requested. On June 23, 2023 I was promised a follow-up which never occurred. On July 24, 2023, a formal demand letter was sent to Marble Builders and receipt was confirmed on the same day. Since Marble Builders has refused to provide a refund and failed to respond.

  Business response

  09/22/2023

  Thank you for your review. We are truly grateful we were able to connect and clear up some misunderstandings and work together to figure out a solution you were happy with. **************** is a focus for us as new owners of Marble Builders. We are working hard as a team to live our values and take excellent care of our customers.  Have a wonderful day!      

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marble quickly came out to quote re-finishing my basement after a water leak, and subsequent removal of floors and walls. They promised to start right away. Over 2 months later, I am unable to get a a quote, or response from them despite repeated requests, leaving me living in a home without flooring, walls, and a significant amount of unusable space.

  Business response

  09/14/2022

  Christian,

  You were included in all of the emails with your estimator ******* and insurance adjuster ******. You were included so you could be informed of the approval status. They were going back and forth a few times to reach an agreement. We have to receive approval from the insurance company before we can get started on any repairs. I do apologize for any frustration but I have not had one email or missed call or voicemail from you asking about your account so I am confused where you say you cannot get ahold of us or we do not answer you back. ******* is no longer with Marble Builders and I have been receiving all her incoming emails and have not seen any from you or I would have responded. From reviewing her emails with the adjuster it looks like ****** sent a response with an updated estimate, that was forwarded to your new assigned estimator ******. I am more than happy to get with him to check whether it was reviewed and make sure it is in line with what needs to be completed. I do believe this could have been rectified without placing a BBB complaint as this is an easy fix since we have not collected any funds or started work as of yet. I will be looking into this today and will reach out to you very soon. Please call our office if you have any questions or concerns. ************ or ************

  Thank you, have a great day.

   

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak from a toilet in my bathroom. It was fixed byva plumber and disaster clean up team came and dried and took out wet floor and wall. Then I hired marble builders to come and restore and install shower and tub. The job was completed in January, 2022 then in late May 2022 I discovered the shower is now leaking. I informed marble builders, who then sent out a man they told me was a plumber(who was not a plumber). He did not know for sure where the leak was coming from. I then asked them to send out another plumber. They did but 3 weeks later. The second plumber brought tools and diagnostic equipment, and told me he believes marble builders sub contractors accidently put a hole in the pipe possibly from a nail or s**** Marble builders never called me to propose a solution the the problem. I have called them many times and they are now telling me I will have to pay them more money to have the shower leak fixed. Their work was also sub par and the tile is cracked and I was charged for materials that I provided them and many other problems with poor workmanship.

  Business response

  07/13/2022

  ******,

  I am a bit confused with your complaint. I have spoken with **** and ******* and they informed me they have been in contact with both you and your husband since the leak was discovered. In fact ******* spoke with your husband earlier today. We have done our due diligence by sending a subcontractor and plumber out to your home to investigate the leak. The only thing mentioned was the total that has not been paid from your first project since it was sent to collections for the final ****. We do need to receive that payment. He also stated if we tear into the shower and it deems the leak was not caused by us you are responsible for the cost. No one ever stated in any way shape or form that we would not be fixing this for you. If it is our fault we are more than happy to make this right. Given the circumstances that your husband installed a few items that had to do with the shower we have to do a completed investigation before we can start tearing into things. As ******* stated to your husband today we will be in touch very soon with a game plan. We have received the photos and we are currently reviewing them.

  Please let me know if you have any questions. Thank you, have a great day.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  (Please note: I am filing this complaint on behalf of my elderly, physically handicapped mother, *************************. I am her only child and have power of attorney and have been acting on behalf of my mother throughout the ordeal described below.)On March 1st, my mother paid Marble Builders a 50% down payment of $16,291.16 for them to rebuild her house's master bedroom, bathroom, and closet, after a plumbing issue caused the area to flood, and promised to pay an additional $16,291.15 upon the project's completion. This money--totalling $32,582.31--was provided to my mother by a homeowner's insurance claim via USAA. However, it has been 83 days since Marble Builders received their $16,291.16 down payment. During that time, Marble Builders has failed to complete my mother's rebuild. They have performed less than two weeks total of physical labor, and have not yet purchased all the building materials required to complete my mother's project. This makes it impossible for the subcontractor Marble Builders hired to complete the rebuild. Moreover, Marble Builders agreed to certain building materials in February of 2022. However, they did not use the $16,291.16 down payment to purchase those materials. Instead, they bought other (cheaper?) materials and attempted to install them in my mother's house without our knowledge or consent.Finally, the owner of Marble Builders, *****************************, has completely stopped responding to my phone calls, texts, and emails, making resolving any of the above issues impossible. I therefore ask that the Better Business intervene and force Marble Builders to either: 1) complete my mother's rebuild; or 2) terminate our agreement (in writing) and refund any and all unused portions of my mother's $16,291.16 down payment. Please see the attached full-length complaint for more detail about the above issues and the other attachments as proof of Marble Builders failure to deliver the promised goods/services.Thank you,*********************

  Business response

  05/27/2022

  *****,

  This is very saddening to hear and I am truly sorry things have not been smooth sailing for the repairs at your mothers home. Marble Builders strives for our customers satisfaction and its not something we want to see with any of our customer to be unhappy. We would love to get the chance to get things turned around and get the repairs completed. I have been working diligently since I received this complaint with the owner and subcontractors to make sure we get the materials needed to get things finished for you. Our company will be in touch with you very soon with a game plan on your project. Again I sincerely apologize for the frustration, we will get this resolved. If you have any questions at all please feel free to give our office a call. ************.

  Customer response

  05/29/2022

   
  Complaint: 17243020
  
  I am rejecting this response because it is a non-response. As of today, Sunday, May 29, 2022, it has been 89 days since Marble Builders secured a $16,291.16 check to begin my mother's rebuild. Yet Marble Builders has not completed the rebuild, or even bought all of the necessary materials. They also have not done $16,291.16 worth of manual labor on my mother's project. They have taken her money and not delivered what they promised in return. I do not want yet another vague promise from someone at the company to look into the situation. As I stated in my complaint, Marble Builders needs to either finish my mother's rebuild, which includes buying all remaining building materials, such as flooring and a vanity, and convey their new work timeline to me, or they need to return any and all unused funds of the $16,291.16 to my mother via check, along with a written statement that says she owes no further money to the company and an itemized list of what Marble Builders has spent out of the $16,291.16. Just saying someone at the company will look into the delay is no longer sufficient, because I have heard that so many times before from Marble Builders and it has never gone anywhere. 
  
  Sincerely,
  
  *********************

  Business response

  06/03/2022

  This has now been resolved with ****** ******************* attorney. As promised and stated in the correspondence emails' between both parties we are working on finalizing the repairs for this project. Flooring has been ordered and scheduled for pick up when in store. Other arrangement's for choosing final vanity and other materials have been made. Again our apologies for the events that have transpired causing frustration, we thank you for allowing us to rectify the situation. Have a great day.

   

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in december our condo was flooded by our upstairs neighbor. We had midigators out to dry out the walls, and then were recommended Marble Builders as a restoration company. We were able to get a reasonable quote and payment worked out between them and our insurance. We were finally able to get them to set up a time to come out to start working on our condo over a month after paying them **** dollars (half down) and at least 3 calls a week to a project manager we never got to speak to. I took the day off work so I could be home to let them in too start work. No one showed up. The following day as I am getting ready for work they knock on the door and are there to start. No appointment or call or anything. So I push work that day because I legit didnt know when we might even hear from them again. The gentleman was there for about 2.5 hours, in which time, he repair the drywall in the bathroom, and between him and I, we pulled out the snap flooring through the main parts of the house except under the fridge since he didnt want to move it. As the gentleman was leaving that day, we made arrangements for him to come back out the following monday. Which again no one showed up for. He then called me tuesday morning wanting me to come let him in. I let him know I wouldnt be available until after work. He preceeded to badger me saying that was too late and it needed to come let him in. I politely told him we could reachedule for that wednesday since I worked late that day. Surprise, no one showed up. We ended up up getting flooded again, so we tried to get back what we could, within reason, since we were going to have to be doing it again anyways.What followed was a mess of phone calls where no one knew what had been done on our unit, or what was done. We had to have the invoice adjusted several times with what photots we had taken. They did refund us $865, whith an invoice amount of $1984. They then pushed us with a $500 'cancelation' fee. We are amoung many having this

  Business response

  04/29/2022

  *****,

  I understand your frustration and I sincerely apologize for the subcontractor's not calling ahead of time. Since they are not actual employees of Marble we cannot control their actions but we do let them know common courtesy for our customers. I will relay that information to them so this does not happen in the future. I have been in contact with you numerous times to give you updates via telephone and email. We even went out of our way to pick up the flooring you wanted clear up in ***** and delivered it to you that way you did not have to pay for shipping. The contract states that if the services are canceled within anytime there is a cancellation fee. I was upfront with you about the cancellation fee and explained it to you. Yes I understand you had a second loss but you did not allow us to finish the work even after the water was cleaned up and then you started to finish the work yourself which is in breach of the contract. I also sent you copies of the itemized invoice after each adjustment so you had access to what we were charging. As far as fixing the invoice multiple times I was merely trying to make sure you were only charged for the services rendered and not being charged for things that was not done since we did not finish the work. I kept clear contact with you the entire time. I was not deceiving in any way shape or form as you are stating. I am more than happy to provide the email strands to this response to show the correspondence of our conversations. Again my apologies for the frustration but we have procedures and policies we follow just like any other company. Please let us know if you need anything else.

  Have a great day.

   

  Marble Builders 

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

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This fall I had a water leak in my basement, which was remediated very quickly leaving our basement in need of repair. We interviewed a number of builders who could do the work in a timely manner since we have a two year old and animals that we don't want to interrupt too much. Marble Builders got started very quickly but that's where their customer service stopped. I was assigned a project manager and a person to manage the team directly. Both have been unresponsive, they don't keep track of their team, they don't communicate with me about status and in fact, on more than a DOZEN occasions, I was told they would be here and they weren't. Fast forward four months and the basement is still not complete. The carpet was done so poorly that they have sent over multiple crews to fix it, all ending up that they didn't bring the right tools or did not show up to begin with. I would expect that the project manager and the person managing the crew would be on top of this, but instead I have had to escalate a number of times due to lack of response. At this point, I need to get the carpet entirely redone but have no faith that Marble Builders can or will complete it. I would like to pay them for work completed but would like any thing related to the carpet to be removed from the invoice as it's caused more pain than anything, and it still isn't done. It needs to be ripped up and redone.

  Business response

  12/22/2021

  Amber,

  We sincerely apologize for any frustration this has caused while we have been working at your home. Thank you so much for allowing us to rectify the situation and finish the repairs for you. Please let us know if there is anything we can do for you. Have a great day! ************

*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. ↩