BBB Accredited Business since

AAA Hellenic Marble Incorporated

Phone: (610) 344-7700 Fax: (610) 344-7331 301 E Market St, West Chester, PA 19382


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that AAA Hellenic Marble Incorporated meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

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Reason for Rating

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Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • BBB does not have sufficient information to issue a rating on this business.

Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 3
Total Closed Complaints 3

Additional Information

BBB file opened: December 28, 1999 Business started: 01/01/1977 in PA Business incorporated: 01/01/1996 in PA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Office of the Attorney General-PA
Strawberry Square, 14th Floor, Harrisburg PA 17120
Phone Number: 800-441-2555
The number is PA015797.

Type of Entity


Business Management
Mr. Thomas Gakis, President Mr. Nick Alexiadis, General Manager
Contact Information
Customer Contact: Mr. Nick Alexiadis, General Manager
Principal: Mr. Thomas Gakis, President
Business Category

Marble & Granite Installation, Stonework Fabrication Stone - Natural Granite

Additional Locations

  • 301 E Market St

    West Chester, PA 19382


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Complaint Detail(s)

1/16/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We had contracted with AAA Hellenic Marble to disconnect our plumbing in our upstairs bathroom and to install a granite top. They disconnected the plumbing on Thursday, October 24th. They broke the back splash at the time and said they would have to have a new one made. They said the plumber could return within the next day to hook the sinks back up. The next morning we woke up to water leaking through our ceiling from the bathroom into our family room. The ceiling has about 8 to 10 feet in length of drywall damage and the hardwood floors in our family room have buckled. I contacted them and they sent the plumber out to fix the leak but when I asked them about repairing the drywall they said it was not their fault. That pipes can fail at any time and they will not take responsibility. The morning of the damage I called at 9:35 to speak with **** the manager. I was told he was out and would be back in 20 minutes. He never called back. At 1 PM after the plumber left my house I went to the showroom at AAA and asked to speak with ****. I was told he was not there and they would take my number and he would call me. I said I would not leave until I spoke with him. Well 5 minutes later he appears. I explained the situation to to him. We had also had a kitchen installed by them and we had an issue with the hole they drilled for the faucet which was directly in front of the crank for our window. We had to go out and find a faucet that would accommodate their error because at the time they said it was our fault we had signed off on the sketch we gave them. I honestly thought the sketch was just for a quick estimate and they would do their template and that is what they would work off. But I honestly did not have the energy to dispute this with them. So after going through all of that and then explaining the water damage that occurred and I also questioned the color of the bowls that were installed. We had requested bisque and it looks like they are white. I was also very unhappy with our salesman, *****. I always had to reach out to him. He was always busy and would call me right back. Two times I called him 4 hours later and he said both times I was just going to call you. He also gave me an installation date of Oct. 30 and then called on Oct. 22 to say they could not make it on Oct 23rd for the install which was not the date he had originally given me. ***** was also supposed to call me Friday morning to let me know when they would install the back splash. **** said he needed time to speak with the plumber and ***** but he assured me he would call me on Monday to discuss the resolution. He would also have the installer come out on Monday at 5 pm to install the back splash and he would bring 2 bisque bowls so that we could verify that they installed bisque not white. The installed did come Monday night but he was not told to bring any bowls and **** has never called. I even called the showroom yesterday at 4:45 but when they asked who was calling they said he was not available but when he was he would call me back. I again called today and an older woman answered and when I said who I was I once again was told he is not available. She also said they have no responsibility for our Old leaky pipes!

Desired Settlement: I would like them to call me back and to repair the damage to my home. The leak only happened after they disconnected the plumbing. Had that not occurred we would not have the damage that we currently have.

Business Response:  

  **. and ***. ****** first contacted our company to update their kitchen. One of our salespeople ***** helped them through the process of selecting a stone. They were very pleased with their selection and we started the process. Our technicians went to their residence to take a template of their counters. They were informed that one of them must be at the residence because the template. This is a crucial part of the process were personal preference decisions would be made. Our technicians performed the template and drew up a transfer, which they use to mark items such as sink placement, and faucet holes. All of this was explained to **. and ***. ****** before arrival to their residence, so it is not fathomable to us why she would assume our technicians drawing, complete with measurements and all was a rough sketch. My technicians went over the placement of everything with ***. ****** and asked her about each particular placement to ensure they were exactly were she wanted them. She consented by signing off on each question regarding faucets, back splash, sink placement, and also signed the drawing showing the layout. We understand it is sometimes hard to visualize the kitchen counters and placement of everything so that is why we also draw it up to help our clients visualize everything.
   From template to install ***** was in constant contact with the ******'s answering any of their questions about the ongoing project. He went as far as to give **. ****** his personal cell phone number and spent numerous evening's on the phone with him answering his questions. On the day of the install my technicians arrived and installed everything to the clients specification. It looked beautiful and the clients were very happy with the project. My technicians left and not long after ***** recieved a phone call from **. ****** were he accused our workers of stealing a Persian rug from his residence. Obviously that is not acceptable so it was very shocking for us to hear. Many of our technicians have been with us for the better part of a decade if not longer and we have never had any such accusations. We looked into it and had to have multiple uncomfortable conversations were we basically had to accuse our employees of committing a crime. The client asked us to search all of our technicians trucks and each on of them voluntarily offered a search of their own personal vehicle. Nothing turned up. ***** spoke with **. ****** and told him we were doing everything in our power to resolve the issue and that he would call him the next morning. This was the first time that anything like this had ever happened, so we didn’t really know what else to do? Later that night ***** received a call form **. ****** on his personal phone, while he was out to dinner, which he answered. **. ****** went on to tell ***** that he just remembered that he gave the rug to his daughter the previous day and was sorry for the accusation. ***** told him thanks for the call and we proceeded to apologize to our employees. ***** recieved another call the following day form **** *******, a local plumber who told him that the faucet that the ******'s purchased would not fit in the spot specified because the faucet was too tall and would hit the window crank. ***** spoke with the ******'s at length and they decided getting a smaller faucet would be the best solution to the problem.
  A few weeks later ***** received a call from ***. ****** stating that she would like to get started on a vanity project also. We generally only have repeat clients if the client was satisfied with our work so it is always nice when a client wants to do another project. ***** helped the ******'s select a color for their bathroom vanity and the project commenced. My technicians went out and performed the template with out incident. We fabricated the vanity and went out to do the installation were at their request we disconnected the plumbing to try to save them some money on a plumber and installed the vanity. Our company hired a plumber to go out the following day to hook up the sinks and reconnect the plumbing. We received a phone call from ***. ****** early the following morning, were she informed us that through out the night the pipes had leaked and water was dripping through her family room ceiling. I immediately called the plumber and asked him if he could get out there right away to fix the problem. She expressed to us that she was worried about the damage and we told her that after the plumber evaluated the cause of the problem we would come up with a solution. **. ******* fixed the problem and called ***** to tell him that the disconnect of the plumbing was performed properly and that the leak could not be avoided regardless of who disconnected the plumbing.  He explained that there were faulty gaskets, which is not that uncommon, and that when they go bad and no longer prevent water from leaking through the shut off valve. ***. ****** called us shortly after we got of the phone with **. ******* and ***** spoke with her. She was very upset, which is understandable, but demanded to know when we would take care of the damage to her home. She said that if the plumbing was never disconnected that this problem would never have arose and that it was our fault because we disconnected it. ***** explained to her that the plumbing has to be disconnected in order to replace a vanity top. We also disconnected her plumbing as a courtesy, in order to save her money. He went on to explain to her that he just got off the phone with the plumber who told us as he had told her that we did a perfect disconnect and the leak was the result of faulty gaskets . He explained that we could not be held responsible for faulty pipes and gaskets. He said that we did our part perfectly and that she had decided to replace her vanity top which requires the plumbing to be disconnected and reconnected. We can not be responsible for preexisting plumbing issues because we have nothing to do with them. We did not install the original pipes or gaskets so tried to understand why she would think that is our responsibility. ***** recommended that she call her homeowners insurance and explain the situation to them. After her insurance agency spoke with her and the plumber they decided it was a valid claim and paid for it. We only know this because she called us back and said it was all taken care of through the insurance agency, we also spoke to the plumber who told us the same thing.
   A few days later she called back asking what we were going to do to compensate her for all of her troubles. **** spoke with her and said that he thought everything had been fixed and paid for by the insurance company and was wondering what exactly she wanted compensation for. She expalined that she wanted some type of compensation for the damage done to her residence due to faulty gaskets and also said that she was upset that she bought a faucet that was to large for the kitchen and said she had to spend money to get a new one. **** told her he needed to speak to the plumber and would get back to her in one week. One week had not elapsed since she wrote the complaint. We feel that we bent over backwards for the ******'s in many diffrent ways and cannot understand why she would say otherwise. After speaking with the plumber he confirmed that this situation could not have been avoided no matte rhwo did the disconnect.




**** ******

AAA Hellenic Marble


Consumer Response:

[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 Administratively Resolved]

 Complaint: *******

I am rejecting this response because:  Many of the facts were untrue.  First I was not home the day ***** said that I met with the technician to draw up the plans for the kitchen.  My husband and I provided ***** in the showroom a rough sketch of our current layout.  At that time he had us sign off on the sink and backsplash and that we were going to use our current faucet.  The day the technician came to sketch out the kitchen my husband was home and they did not go over anything with him nor did he sign off.  Our window is a crank out window.  An experienced technician would have clearly have noted that in his drawings.  The hole they drilled for the faucet is actually right over the divider of the double sink.  Had the window not have been an issue the faucet still would have been a problem since when you would turn it on it would have hit the divider.  When we questioned he hole placement we were told it was our fault.  The plumber gave us some ideas on what we could do.  We then had to purchase another faucet  for $239 to fix the error that they made.  We should also note there was a problem with the technician turning off our kitchen water.  It also leaked but my husband noticed it at the time and the plumber was dispatched.  The plumber had to make an emergency visit to fix the running water.

Second the day the installer turned off our water in our bathroom for the vanity top installation which we paid an additional charge for we had a leak through the night which caused damage in our family room.  I called AAA and my insurance company.  AAA stated that I filed a homeowners claim  and was paid for it.  My insurance company is ***** **** and my agent is ***** *****.  Please feel free to reach out to them to verify that I did not file a claim.  I spoke with them and they instructed me that I should contact AAA.  They should be held responsible for the damage.  I have tried to work with them but when a company will not take your calls nor return themit is exhausting.  They clearly are taking no responsibility nor do they care about customer satisfaction.


***** ******

Business Response: The homeowner was in fact present at the time of the kitchen template. I have the signed document which lays out the kitchen visually and also a list of questions my technician goes over with whoever is home which they also signed. It does not matter whether it was ***. or **. ****** who signed it. We just require that someone who has authority to make personal preference decisions signs everything. It is simply not correct to say that he did not sign off on it because I have the sheet with his signature on it. We cut the faucet hole directly corresponding with the clients personal preference that is why we go through the trouble of drawing up a layout for the client to sign. We have also told ***. ****** that we will issue her a check for $200.00 as a courtesy, she has not came to get is as of this date.
                 You may speak to the plumber ***. ****** is referring to, his name is **** ******* and I have his number if you need it. The reason for the leak in the kitchen is the same for the vanity. The original plumbing is faulty and the gaskets which are in place to prevent a leak are rotted. It is somewhat common for a lesser quality gasket which are used in some homes. The licensed plumber stated multiple times to us and the homeowners that there was nothing humanly possible that could have been done to prevent the leak after a common disconnect. Everything was shut off properly and the gaskets being faulty is not something I can take responsibilty for as I did not put them in. How can I be responsible for a pre-existing plumbing issue. It is not something that I can comprehend. No matter who did the disconnect the issue was already there and would have arose because the gaskets were rotted. I was under the impression that ***. ****** had taken care of everything with her insurance company because after I had recommended that to her on the day in question the plumber later called back to say that everything was taken care of and that he fixed the faulty plumbing which he billed me for even though it was not my responsibility to pay for.
          As for the complaint about not responding to phone calls, I will reiterate that the homeowners had my personal cell phone number (not a work phone) which they called me on numerous times past eight o'clock. I spent a considerable amount of time talking to **. ****** on my cell phone, after hours. I do not understand how someone could possibly state that I do not care about customer satisfaction when I could have easily ignored those phone calls. Not to mention a good portion of those calls were regarding a rug which the homeowner accused my technicians of stealing which put me in an awful place when I had to confront them and search there personal vehicles. The rug ended up being at his daughters home if I remember correctly. Even then when I talked to him on my personal cell phone during night hours, I was courteous and as helpful as I could be. I would love to be able to help out the ******'s in any way but I can not pay for something that is not my responsibility. If they came into my showroom and I pulled out a slab because they wanted to look at it and in the process my crane failed and the slab broke I would not expect them to pay for it. They wanted me to replace there vanity counter top and I did so. I am sorry that during the process it revealed pre-existing conditions the clients were not planning for.

Thank you,

***** *****
AAA Hellenic Marble

Consumer Response: [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 Administratively Resolved]

 Complaint: *******

I am rejecting this response because:  As I stated the manager **** was supposed to get back in touch with us which he did not.  I was initially dismissed and now I am only getting a response since I filed a claim with the Better Business Bureau.  Many of ***** facts are incorrect.  I was told if I sent the faucet bill to  ***** that a  check would be sent out.  I was never told to come into the showroom to pick it up.  I still believe strongly that it was their error where the whole was drilled in the kitchen.   I also still feel that the water was not properly turned off in the bathroom which caused a leak.  My insurance agent had suggested that I should have hired a plumber(Which had not vested interest in AAA) to inspect  to see if it was leaky valves or if it had not properly been turned off.  Unfortunately at the time I called AAA assuming they would handle this situation.  So now I have spent $239 on a new faucet and have paid several hundred dollars to repair my drywall.   


***** ******

1/8/2013 Problems with Product/Service
7/30/2012 Problems with Product/Service