Business Profile

Granite

Cosentino North America

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cosentino North America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
1 complaint closed in the last 12 months.

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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:12/17/2023
Type:Order 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.
Cosentino provided vanity countertops for *********************** vanities. Splash guards, which are an expected countertop need in bathrooms, are not available for purchase. Company has directed me to several other businesses for this need; however none of the companies provided provide this service. This is unacceptable as splash guards are a standard option for bathrooms and no where was there a note that these could not be provided at an additional charge.I would like the 4 splash guards I have requested. 3 for a 48in vanity and 1 for a 60 in vanity.
Business Response
Date: 12/20/2023
Cosentino reached out to ***** ******* and explained that Cosentino's partners decide what to include in their offers. Cosentino also provided ******************* with information on where she could order her backsplashes.
Initial Complaint
Date:11/28/2023
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.
We contacted ******************************* at Classic **************** on January 27, 2023 regarding white dots on our quartz countertop sold and installed by Classic ****************. Linida ask that we send pictures of the white dots on the counter.Pictures of the white dots were sent to ******************************* at Classic **************** on January 30, 2023.***** responded on January 30, 2023 asking if we followed the manufacturers (**********) maintenance / cleaning guidelines on their website. I reviewed the maintenance/cleaning guidelines that she sent a link to and purchased the Bar Keepers Friend product that was recommended on the website and was hugely disappointed when the spots were no better. It should be noted that the manufacturers maintenance/cleaning guidelines have been updated since that time.I responded to ***** on January 31, 2023 letting her know the outcome of the cleaning attempt based on the guidelines on the manufacturers website.Classic **************** sent someone ******* to attempt to buff the counter which resulted in a large dull spot on the counter. After additional communication with ******************************* at Classic **************** she passed us on to ************************* from Cosentino who came to the house and submitted a claim to Cosentino.The claim was denied and **** appealed it.We did not receive a response or any communication for several weeks, we reached out to ********** and was told that **** was no longer with the company and we were connected with ********************************* came to the house on Sept 7, 2023, reviewed the spot and opened a new claim.The new claim was also denied and ******* appealed.We reached out to ******* via email for a status on our claim on Nov 8, 2023 and again on Nov 20, 2023 and have not received a response.Our goal is to have the countertop fix, the large dull spot on the countertop was created by Classic **************** trying to fix it. The countertop is covered under warranty, attached.
Business Response
Date: 12/06/2023
Cosentino has reached out to ************** with a detailed explanation to her request.
Customer Answer
Date: 12/12/2023

Complaint: 20925226

I am rejecting this response because:
I agree that the abrasions were caused by heavy and excessive rubbing; however, this heavy and excessive rubbing was done by an individual that ************************** sent to our home, not by anything that we did. I can assure you that we followed the instructions for cleaning the counter as well as the instructions for Bar Keepers Friend and did not use ANYTHING abrasive on the countertop. I would like to mention that the cleaning instructions that were provided from ************************** from Silestone were extremely vague and have since been removed from the website. Since the issue was caused by a company that Silestone allows to sell and maintenance their products, Silestone is responsible for a resolution, not the consumer. We have reached out to and worked with ******************************* who directed us to work directly with **********
Sincerely,

*****************
Business Response
Date: 12/20/2023
Cosentino honored the warranty terms and informed *************** that she needs to address her concerns with Classic Marble and Granite.
Initial Complaint
Date:11/20/2023
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.
In September 2022 I had whole kitchen remodel done with Silestone Calacatta quartz. Two months later the backsplash behind the gas stove made big cracks during normal use of the stove. My installer forwarded my complaint to local Cosentino office to deal under warranty and *******************, Senior Account Manager visited my home and was in contact. First thing Cosentino blamed the installer for wrong cuts and the gas stove for being too close to the backsplash. The installer guy has a lot of experience with kitchen countertops and backsplash and rejected wrongdoing. I also provided to ****************** numerous pictures and marketing materials suggesting use of Silestone quartz for kitchen backsplash right behind the stove. ****************** and his General Manager ***************** have advised me that my claim was submitted to warranty department of Cosentino in ***** and finally rejected. I have not heard anything from *****, however in August 2023 I received email from TJ with denial letter, signed by Cosentino America in *******, saying that claim number C-******** is not Manufacturer defect and they rejected any responsibility for the cracks in my backsplash. I completely disagree with this statement and strongly believe that Cosentino is responsible for this matter and should replace my faulty backsplash. Happy to provide all additional information and documentation.
Business Response
Date: 11/29/2023
Cosentino has reached out to ******************** with a detailed explanation to his request.
Customer Answer
Date: 12/15/2023
I have received the letter from BBB, dated 11/30/23 only on 12/14/23, some unexpected delay.
It Stays that the business, Cosentino NA has reached out to me with the explanation. Unfortunately, its not true, nobody has contacted me since I filed my complaint. I am Not satisfied with this outcome and asking to contact Cosentino again. This company is known for not responding to customer claims about the product warranty.
Please keep me informed about further action.
Thank you,
**************************
Business Response
Date: 12/20/2023
Cosentino emailed ******************** to ************** email address on 11/28/2023 at 9:32 am EST. In that email, a detailed explanation with the necessary documentation was provided in regard to the guidelines that must be followed for an appropriate backsplash installation.
Customer Answer
Date: 12/27/2023

Complaint: 20895720

I am rejecting this response because: First of all, I dont have yahoo email address which Cosentino claimed to respond on 11/28. My email is ************************* and this email was used for all correspondence with local Cosentino office in ******. Second, Cosentino office in ******* sent me the letter during Summer 2023, trying to blame local installation company for Not following appropriate instructions on backsplash installation. The contractor has contacted ************** of Cosentino and proved that he strictly followed all rules and the only reason for the cracks could be manufacture defect in the slab.
No any reply from Cosentino was received since summer time. As it was mentioned before by other consumers of Cosentino stones, this company does not want honor their warranty and just sends formal replies, often not true to the situations.

Sincerely,

*************************
Business Response
Date: 01/02/2024
Cosentino resent -to the hotmail email address provided- the quality report assessment with the support documentation, explaining why his request is not a manufacturers defect and as such not covered by the warranty terms.
Customer Answer
Date: 01/02/2024
Cosentino has finally sent the letter to my correct email address, however the reason for denial of manufacture warranty, pointed out in the letter ( besides blaming the installer), seems absolutely ridiculous. Cosentino claims that that minimum distance between the back of the gas range and the backsplash should be 80 millimeter. Nobody ever installs the ranges/ovens with such big gap between an appliance and a wall. Moreover, all advertising from Cosentino shows that backsplash is very close to working appliances, with the gap of no more than one inch. Once again, Cosentino tries to put a blame on anything, but itself and avoid the responsibility for manufacturing defect in the slab.
Initial Complaint
Date:07/23/2023
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.
I have a 3-4 year old Cosentino Silestone quartz kitchen countertop that becomes yellowing over time, and is getting a lot worse recently with multiple areas. I filed 2 claims through the installer because Cosentino doesn't deal with end user directly. The first claim was filed in January, claim # c-********, but was rejected on 2/16/2023. So I asked a third party quartz repair technician in an attempt to remove the yellow areas but he couldn't because the yellowing is apparently inherent inside the material; he did take a few pictures to show the yellow areas. So I sent these pictures to the installer who helped me file the second claim in April, which was also rejected on 6/8/2023. Cosentino has 25 year warranty on the material.
Business Response
Date: 08/07/2023
Cosentino has reached out to ************** and is keeping an open communication to find an amicable solution.
Initial Complaint
Date:05/09/2023
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.
I had Sileston stellar snow product installed in May 2014. It is still covered in warranty but when I contacted them to make a claim About serious discolorations happening in one area, they asked me to contact the fabricator as they dont accept claims directly but the fabricator used is now out of business and I called Silestone local office multiple times but no one ever responded or opened a claim for me.
Business Response
Date: 05/12/2023
Cosentino has reached out to ******************* and coordinating next steps.
Initial Complaint
Date:05/07/2023
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.
A counterstop, made out of a 63" x 128" slab of eternal statuario polished jumbo 2cm Silestone made by Cosentino, developed a crack on 4/26/2023 after hot water spilled on it. The hot water was not boiling but hot and proceeded to flow off the countertop and not pool. I paid $2,212.60 per slab (I purchased four) on 05/11/2022 (excluding fabrication and labor installation).I emailed the installer and ********** on 04/26/2023 and expressed how I find it unacceptable that a countertop made of Silestone, a material known for its durability and resistance, would crack under such circumstances. The maintenance webpage (***************************************************), states that Silestone "can withstand high temperatures for short periods of time", but my incident suggests this is factually incorrect and a material mis-representation. Hot water spilled on it and then spilled off of it onto the floor.On 05/01/2023 company representative ***************************** <**************************************> (Account Manager, ********, **) informed me via emailed that cracks of any type are not covered by the warranty. However, I am at a loss as to how else a defect in the countertop could be presented if not by a crack. The warranty states that the countertop will be free from defects, but this does not appear to be the case.I understand that Cosentino has certain policies in place, but as a customer, I expect the products I purchase to meet the quality standards promised. I am disappointed that my countertop has failed to do so and that I am left with no recourse.On 05/02/2023 I emailed the company to reconsider its policy here and to work with me to find a solution that is satisfactory to both parties however they have not replied.
Business Response
Date: 05/12/2023
Cosentino has reached to **************** and is keeping an open communication with him.
Customer Answer
Date: 05/22/2023

Complaint: 20028698

The business response correctly states that communication has been established. The complaint it not yet resolved.

Sincerely,

*******************
Business Response
Date: 06/15/2023
Cosentino is working with and keeping an open communication with ***************. Cosentino will be reaching out to *************** shortly.
Customer Answer
Date: 06/15/2023

Complaint: 20028698

The company response updates status of the complaint but does not resolve the complaint.

Sincerely,

*******************
Business Response
Date: 06/27/2023
Upon review by Cosentino's Warranty team, it was concluded that the issue is not that of a product defect. As such,Cosentino has reached out to *************** and explained that his countertop does not have a manufacturers defect.
Customer Answer
Date: 06/30/2023

Complaint: 20028698
Contrary to what the business has written in response, I have received no written communication directly from this business. My phone calls to speak to an individual go directly to voice-mail and nobody returns my call.
In my experience to-date, the company is not acting in good faith.
BBB - could you kindly assist me in identifying the name and address of the Registered Agent for this corporation?
Sincerely,
*******************
Business Response
Date: 07/12/2023
Cosentino has provided *************** with a written explanation on why it was concluded that the issue is not that of a product defect and detailed that his countertop does not have a manufacturers defect.
Customer Answer
Date: 07/18/2023

Complaint: 20028698

The manufacturer has claimed that the countertop was not fabricated according to it's recommendations.
The official distributor, fabricator, and installer of the countertop claims that the explanation that the manufacturer has provided is irrelevant to the damage the countertop sustained.
Unfortunately, I - the consumer - am left in the middle of this game of he-said, she-said. Each party is blaming the other.
I purchased a countertop. I selected the local fabricator and installer from the directory of approved and licensed reseller's on the manufacturer's website. This reseller was recommended by the manufacturer. I didn't fabricate nor install the countertop. I trusted the recommendation of the manufacturer in my selection of this installer.
Apparently neither business understands the objective customer service nor how to optimize for customer satisfaction. Neither party wishes to accept accountability and resolve this issue.
Sincerely,

*******************
Initial Complaint
Date:03/12/2023
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.
We went through Lowes to buy our Granite for our kitchen. We had a Sensa Granite product installed in our kitchen in 2018 by ***************************, a Sensa approved vendor, which included a 15 year transferable warranty through Cosentino. It cost $3,445.90 and order numbers were ******, ******, and ******. Within the first week of having the granite installed we had to have someone from *************************** come out and try to fix two spots that looked like grease spots and a chip in the granite. After that was fixed, we noticed over time that the granite was darkening in certain spots (along the edges and in certain middle areas). We contacted ******* at *************************** about the continued concerns on April 9, 2022. Since April 9, 2022, we have been attempting to get the situation resolved with no solutions and both companies (*************************** and Cosentino) being unresponsive. We have attached an outline of attempts in more detail and a copy of the customer contract. We would greatly appreciate any help in replacing or getting a refund on these defective granite countertops. I can send the Lowes contract as well, it wouldn't fit as an attachment to this.
Business Response
Date: 03/17/2023
Cosentino is gathering further information to assess ***************************** situation and will communicate with her shortly.
Customer Answer
Date: 03/29/2023

Complaint: 19585989

I am rejecting this response because: Cosentino indicated they would look into the claim and then respond to **. I have not heard from Cosentino and it is close to the 10 days to respond to BBB. The complaint has not been addressed by Cosentino and we are still looking for a resolution.

Sincerely,

*********************************
Business Response
Date: 04/10/2023
Cosentino has reached out to the Macphersons and are working with them to reach an amicable solution.
Customer Answer
Date: 04/17/2023

Complaint: 19585989

I am rejecting this response because: we heard from Cosentino 10 days ago and they stated they would replace our countertops and that the local installer would be handling it, but we have not heard anything further since that time.

Sincerely,

*********************************
Business Response
Date: 05/12/2023
Cosentino has reached out to *********************** and are working with him to reach an amicable solution.
Initial Complaint
Date:11/04/2022
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.
Original Purchase: 2/10/17 Silestone Quartz Countertop Warrantied for 25 years. Surface sheen dulled in blotches after 5 years.Put in a warranty claim. They say I used aggressive products on the countertop, but I did not.I have contacted them several times via email and phone and they do not respond.
Business Response
Date: 11/14/2022
Cosentino is keeping an open communication with *****************, working to reach an amicable solution. Cosentino also provided ***************** with the correct **************** contact information.
Customer Answer
Date: 11/14/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although we are communicating, the issue is not yet resolved.

Sincerely,

*************************
Customer Answer
Date: 01/04/2023
Please reopen this complaint. On 11/22, Cosentino agreed to honor their warranty and replace my countertop. However, apparently, the warranty covers materials only. I would still have to pay for the installation, which will cost at least $2500, which I cannot afford and should not have to pay, considering the material is defective.

Thank you!

*************************
Business Response
Date: 01/11/2023
The Cosentino warranty terms provided, clearly states what does the warranty cover and what is excluded, such as labor costs. Cosentino is nonetheless exploring additional customer service options and will reach out to **************** accordingly.
Initial Complaint
Date:10/29/2022
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 phone number has called me 15 times on Tuesday 10/25/2022 I need them to stop calling me please thank you
Business Response
Date: 11/04/2022
Cosentino contacted ***************** who informed that he received those calls from a phone number ************** that does not or belong to Cosentino.
Initial Complaint
Date:09/23/2022
Type:Service or Repair Issues
Status:
UnresolvedMore 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 purchase Kairos Dekton product through ********** for two bathrooms, laundry room and kitchen countertop/backsplash, November 2017. We decided on this product when viewing online videos showing they were indestructible. Install was done by ******************, ******, ********. They did a horrible job installing product. In verbal communication, kitchen sink was supposed to be undermounted with lip over the edge. They did not cut kitchen sink with undermount edge and I ignored this. They pieced in an area and one part was cut short on backsplash in kitchen. I am not a tile cutter and I feel like installers should know what is expected for their job. I was in contact with installer receptionist verbally constantly and via email and I know I was being strung along. I contacted Cosentino when I first noticed a chip along the edge of the countertop and they responded like it was common for this to happen. A glass fell out of the cabinet onto the countertop and then onto the floor, the glass didnt even break but countertop chipped along the edge. I picked up the piece and glued it in place. Earlier in the year I noticed the chip has gotten larger along the edge and a seam very visible. I sent another email to Cosentino and was told for me to contact installers or ********** where purchased. I spent quite a bit on install and product ($17,613.76) and it took me a long time to save for this purchase. Is this product defective? This is deplorable for this company NOT to stand by their product. I contacted ********** and they put me in contact with another company regarding repairs but Ive called three times within week timeframe and person I was referred to has yet returned my call. I would like repairs to be taken care of. After see information about this company and their product, they should be going out of there way to make things right. 25-year warranty for WHAT.
Business Response
Date: 10/03/2022
Cosentino has shared with ***************** the contact information of a skilled Dekton Fabricator that can assist with her repairs.
Customer Answer
Date: 10/06/2022

Complaint: 18118340

I am rejecting this response because: I sent email Tuesday to vendor provided by **********, and no one has responded. I called this morning and left a voice message and waiting to hear back. Is this company still in business?

Sincerely,

***************************
Business Response
Date: 10/17/2022
Cosentino has provided Mrs ****** with the contact information of a company that will be able to assist her.
Customer Answer
Date: 10/21/2022

Complaint: 18118340

I am rejecting this response because: I sent email to *********** email Monday, October 17 and received response from ********************* that "We will be in touch later today", no one contacted me. I sent another email this morning. This is same company I was referred to by ********** a few weeks ago and no one ever contacted me.

Sincerely,

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

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Cosentino North America is NOT a BBB Accredited Business.