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.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for AAA Hellenic Marble Incorporated include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 4 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

4 complaints closed with BBB in last 3 years | 1 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 4
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

0 Customer Reviews on AAA Hellenic Marble Incorporated
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

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


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/3/2016 Problems with Product/Service
6/16/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Contracted with AAA Hellenic to resurface the fireplace with honed granite. Placed a caveat in the contract noting potential problems with evening the brick that was being resurfaced. They stated that would not be a problem. The first effort, the Company mis-measured the fireplace. When they placed the granite in place, they had to chip some of the brick. When they applied the sealant, it dried unevenly resulting in dark sploches on the hearth. They said to wait for a couple of days for the sealant to dry. The dark patches did not go away. I then attempted to call for assistance and my calls were ignored. They finally sent the original installers out to look at the hearth. Eventually, a worker named Matt came out in September to apply poultice to the dark areas and then covered it with plastic wrap. The next day the poultice was removed and the representative re-sealed the hearth. This time, when the sealant dried, the spotches were larger and lighter than the rest of the hearth. That was Friday, 12 SEP. On 15 SEP I b**** calling the Company. My calls were ignored. When I called in the afternoon of 16 SEP, a woman answered and accused me of lighting candles on the hearth and causing the problem. I then insisted on speaking to someone else. I then had to listen to "Mike" accuse me of causing the problem, not calling in a timely manner and that the work was more difficult because of the uneven brick. It sounded as if not only was the defect my problem, I should be happy that they are not charging me additional costs. Therefore, I should just go away. I reminded him of the contract amendment. Mike finally agreed to set up an appointment for either 29 SEP, 30 SEP or 1 OCT. He handed me to the agent who handled my contract, Jim R****. Jim said he had no authority to make appointments and someone would get back to me. I had to be in Washington DC at my headquarters office the week of 22 SEP so that the following week was the earliest dates available. I have not heard from anyone from the Company. I also emailed the Company on 20 SEP outlining all of the issues and remainding them of their agreement to contact me. Not only have they not even acknowledged that they have a responsisbility under the contract (and amendment thereto) to fix the problem or return my deposit, they have not responded to the email. In short, the job was defective as the hearth is unevenly finished and the contract has not been honored.

Desired Settlement: Since the Company has never attempted to send an expert to look at the problem, I cannot trust them to complete the job properly. Their abusive customer service and blatant accusations that I caused the problem (I have no knowledge of granite as a substance or its properties) has been unprofessional, abusive and unfounded. I just want to hire someone else to fix the problem. Since the contract amendment said I would get my deposit back (50%) if I was not satisfied, that is what I want. It have pictures and a copy of the email to the firm.

Business Response: To Whom it May Concern,

I am writing this letter in response to complaint #********.  There are a lot of discrepancies between

the complaint and what really happened.   The client’s fireplace hearth and surround were installed on

Thursday, 7/17/2014.  We took pictures upon completion, and everything looked perfect.  We can

provide these pictures if needed. 

      We ran into some problems right away with the customer’s job, and we did more work than

necessary to make everything look good.  Our contract with the customer did not mention the extent of

the uneven bricks surrounding the fireplace.  We priced the job out for 2 trips, a template and an install,

which would normally take a combined 4-6 hours of work at her house.   However, the bricks were much

worse than the customer told us, and we did all the work at no extra cost to the customer.

     Normally when the bricks are uneven the way the customer’s was, we would tell the customer to hire

a contractor to make them level so that we can do our job.  Instead, we had our 2 install technicians

work a full day chiseling the brick so that we could complete the installation.  After a day and a half of

work, our technicians got the bricks level and installed the fireplace hearth and surround. We did all of

this at no extra charge to the customer, and our technician took pictures of the fireplace when they

completed the job.  The fireplace looked beautiful and there were no spots in the stone. 

     The customer mentioned in her complaint that it was the stone sealer that stained her granite. 

However, I am 100% certain that the sealer was not the cause of the spots in her stone.  We use this

sealer every day, on every job we do, and it does not stain granite; it protects the granite.  She also

mentioned that her calls were ignored, which was not the case.  The first call she made about the spots

was over a month after the granite was installed.  I only mention this because as soon as she called

about the spots we sent a technician out that week to see if there was something we could do.  She told

us that the sealer stained the stone and we knew that was not true; but we stand behind our work so

and that is why we sent our technician out at no extra cost.  So we had our technician re-seal the stone

on Wednesday, 8/27/2014.  We told her to give it a couple days to dry and see what happens then.  The

second coat of sealer did not fix her problem, and at this point we did not know if there was anything we

could do.  So now, we have spent way too much time getting the brick leveled, and the granite installed. 

We already lost money on this job, but we still made it look perfect (we have pictures) because we

always make sure that our customers are happy.   Then she calls us over a month later and complains

about spots in her granite.  Again, we send someone out at no charge to the customer to try and fix

something that we did not do.  We were unable to remove the spots, do not know what caused them,

and the customer is still unhappy with us. 

     So she calls again in the beginning of September, and we agreed to go out one more time to try and

fix her problem.  We had one last idea, and we let her know that there was no guarantee that this would

work.   We sent a technician again on Wednesday, 9/10/2014, and he applied poultice to the spots in

the stone.  He then taped plastic to cover the stone for 24 hours.  He went back the next day to remove

the plastic, and the spots were still there.  So at this point, we have sent a crew to her house 3 different

times to try and fix this stone, and we are out of ideas to get these spots out.

At this point there was nothing we could do.  Spots appeared a month after it was installed, and

without knowing the cause we were unable to fix the problem.  The customer tried to say it was the

sealer, which is not true and impossible.  We have pictures of the job right after install, and we have

sent crews out to try and fix the stone for her at no cost.  I do not know exactly what happened to the

stone, but I can say with 100% certainty that we did not cause it.    We tried to fix her stones even

though we did not cause them and had no obligation to do so, but at this point there is simply nothing

we can do.  We responded to her calls every time, sent a technician out again on 9/25/2014 to evaluate

the problem, and we were unable to fix it. We have pictures of the job right after it was completed, and

everything looked perfect.  Something happened within the first month of installation that created spots

in the stone.  I am not sure what caused them, but I know that it was not our company.  However, we

continuously sent technicians out to try and fix it for our customer even though we had no obligation to

do so.  We went above and beyond to try and make her happy.

     You can also notice in her complaint that the problem occurred on 7/23/2014.  However, we installed

the granite on 7/17/2014, and we have a signature confirming that the installation and the finished product looked great.

Michael T****
AAA Hellenic Marble, inc.

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:

This email responds to AAA Hellenic’s response to Complaint #******** that I received on 6 NOV.  Contrary to their assertions, there were no discrepancies in my recitation of the facts surrounding the work provided by AAA Hellenic. Any discrepancies are due to their own inaccurate records or incorrect recollections. My documentation supports this. In short, the Company complains that it has already spent too much money as there was a leveling problem that I did not identify before they b**** the job. And as a result of their having to spend extra time and money to do that, they should not have to do anything else. Moreover, they continue to blame me for creating the defect in the granite. Their response is wrong and completely unsatisfactory.

Specifically, the Company’s response:

1.              Implies that I did not inform them of uneven brick and my concerns with respect to the impact on the cost of the job.  That is totally false.

2.              Claims that I caused the problems and their pictures prove it. The fact that their pictures show that the job appeared perfect when the sealant was wet does not reveal what happened when the sealant dried. Those pictures do not reflect the finished job, i.e., when the sealant dried. Blaming me for the defect is ludicrous. How could I possibly cause a problem about a material about which I know nothing.

3.              Incorrectly stated that they resealed the stone on 27 August and sent a technician out on 10 SEP and 25 SEP.

With respect to the uneven brick: when I first met with “Mike” about resurfacing my fireplace, I advised him of my concern with the brick and its unevenness. He said not to worry about it and that they would look at it. He turned me over to a salesman named Jim R**** and I again raised my concerns about the brick. He assured me that when the man came out to measure the fireplace for the pieces of honed granite, that he would look at it and if AAA Hellenic could not do the job, my deposit would be returned.  They brushed it off as a non-problem.

I was so concerned that when the person measuring the job came out on 3 JUL I wrote on his confirmation of the order at the bottom: “ MUST resolve leveling problems before work begins or agreement finalized, especially across the top. Previously agreed to return the deposit if cannot complete job to my satisfaction.”

Unfortunately, the measurements that were taken by Hellenic's representative on 3 JUL were way off and AAA Hellenic created the first of several of its own problems. When the workmen came to do the installation, they realized the pieces were not cut properly. They left. When the installation finally began on or about 21 JUL, the workmen acknowledged the brick at the top was uneven and proceeded to chip it away.  They did not say it was a problem. They finally completed the job on 23 JUL when I paid them the check. That is why I stated the problem began on that date. The workmen left before the sealant was dry and the hearth did look perfect. However, several hours later as the sealant dried, the dark spots appeared. I took pictures.

Since I was told to wait several days for the sealant to cure I did not call right away, but I did not wait a month. In fact, I waited less than a week, but calls were apparently not passed along and not returned until I finally reached someone on 11 AUG.  I left messages several times including 22 AUG and on 27 AUG, the Company finally sent someone to look at the hearth. No work was done on the hearth that day contrary to what the Company claims in their response. The representatives took pictures as I recall and said they could not explain the problem.

Thereafter, due to my business travel schedule, we agreed that someone would come out on 10 SEP to work on the fireplace. He failed to show up on the 10th.  After calling the Company I was informed that it was related to an administrative error. The technician worked on the fireplace on 11 and 12 SEP and completed the job on Friday afternoon. The photos taken of the work are dated and confirm when the work was performed. As noted in the Company’s response, the technician applied poultice to the spots and they did not disappear even though when the seal was first applied, it looked like the spots were corrected. It was not until the sealant dried that the spots reappeared, wider in width and lighter than the original finish.  I called the following Monday and left a message. I called again the next day and was greeted by a rude woman who accused me of lighting candles on the hearth.

When I did speak to Mike that day, 16 SEP, his tone was intimidating, accusatory and frustrated. He said there was nothing he could do.  After some discussion, he asked if I wanted them to re-poultice the entire fireplace. I did not think he was serious and I was not comfortable with that plan as it had not worked and no one was actually diagnosing the problem. I asked only that an expert come out to look at it. Contrary to the Company’s assertions, they DID NOT send anyone out to my house to look at the problem or attempt to analyze the defect. I was in Washington DC on 25 SEP and was not home. My notes reflect that Mike turned me over to Jim to schedule an appointment. Jim said he had no authority to schedule appointments and I left it with him that I would be home the week of 29 SEP and someone should call between 29 SEP and 1 OCT.  I did not hear from anyone.

The Company admits in their response that the problem exists but chooses to blame me for the spots on the granite. Since I know nothing about granite and have not lighted candles nor done anything to the hearth since it was installed, I had nothing to do with causing this problem.  To resolve the matter, I ask that the Company return my deposit as I requested on 3 JUL when I wrote clearly on the order confirmation that absent a job done satisfactorily, my deposit would be returned.


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

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:  AAA Hellenic is repeating the same stories it has relied on for the last 8 months. Rather than fix the job which was not done properly or has a flaw in it, they are stating that because I signed and paid them, their work and responsibility is finished. If good work and customer satisfaction is not part of their mission, then the BBB should publish their response. It is clear they have washed their hands and refuse to take responsibility or interest in assessing the stains that their finishing product/sealant caused to the honed granite.  In fact, I don't know what caused the marks - it could have been the granite or the sealant. I paid for a job to be finished properly and acceptably. They have refused and continue to refuse to accept responsibility for finding out what went wrong and fixing it.  

If BBB closes this case again and claims that the dispute was resolved amicably, the integrity and ethics of BBB should be questioned.   


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

Business Response: We have told the same story for the past 8 months because the facts are still the same.  We are not washing our hands of this because you paid and signed off, we are washing our hands of it because we completed a perfect installation with a perfect material.  Once again, you are saying that our sealer has caused these stains, which is impossible.  We use our sealer every day, multiple times a day.  It is applied to protect the material; it does not stain the material.  I brought up signatures and pictures because the customer mentioned possibly going to court.  I do not know what happened to the stone during the weeks between the installation and when the customer first called us about the "spots", but I can guarantee that it was not our sealer.  Even though the spots were not AAA Hellenic Marble's fault, we still went out to her house to try and fix the problem.  And we offered to go again, but the customer would not allow it unless we had our technician sit there and wait until our products dried, which we simply cannot do.  Customer satisfaction is always our top priority, and our track record will prove that.  Unfortunately, this particular situation does not seem to have an amicable solution.  We completed a perfect installation (pictures and signatures to prove it), and have offered to go back multiple times.  At this point our hands our tied.  We stand behind all of our work, but we cannot be held responsible for stains that appear once the material is installed.  Please let me know what we can do to close this matter.  I have responded to these claims multiple times and the story is the same. 

5/13/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On April 11, 2015, we visited AAA Hellenic Marble & Tile and choose replacement material for our fireplace surround. The salesman, Mike, requested a 50% down payment of $562.50 prior to sending technicians to our home to remove the existing slate surround, and create a template. We paid the 50% and scheduled the appointment for April 22. We were promised to be the first on the list of service calls in the early morning. On April 21, we received a confirmation call that Hellenic would arrive first thing in the morning. We had to call the company 3 times that day before two 'installers' arrived at 1:45 pm, stayed 15 minutes, and said they could not do the job because the entire mantle and trim needed removal first, which they could not do- we would need to hire a contractor for that. The Hellenic installers measured and said our salesman would call the following day. He did not. We finally scheduled an appointment with the salesman for May 2 to discuss options. Mike was not prepared to discuss options when we arrived that day, as he did not have the information from the installers. I asked for a refund as I was unsure if we were going to move ahead, since the cost of a contractor to remove the trim was an unknown. Mike promised to check with his manager on the refund, indicating there was a charge to measure (not on their contract). His manager was not available; Mike promised to call. He did not. Many calls later to both him and his manager yielded no return calls or a refund, so I filed a dispute charge with my credit card bank. This business should not be permitted to hold my money, when they have yet to deliver a service or product.

Desired Settlement: The inferior service we received from this company should be known to the public. There are plenty of tile and granite stores around who deserve the business.

Business Response: The job was not completed due to unforeseen circumstances.  We had no way of knowing that there was trim around the fireplace unless the customer told us.  The money has been refunded.

Thank you.

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:

I had photos of the fireplace with me which I showed the salesman. It is a standard fireplace with a mantle and trim. Their response is further example of their lack of transparency.

After BBB intervened, Hellenic immediately refunded the deposit. Thank you BBB.


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

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.   


***** ******

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