Complaints

This profile includes complaints for Stonelink Marble & Granite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stonelink Marble & Granite has 2 locations, listed below.

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  Stonelink Marble & Granite

  70 Fremont St Worcester, MA 01603

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  Stonelink Marble & Granite

  53A Summer Street Northborough, MA 01532

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:10/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worst experience as a customer in my life. Originally agreed upon a price for services but then when the Owner Helio came by and made measurements and accepted the deposit he yanked the price up to finish the job and would not offer a full refund to cancel the project (deposit was 50%). Then during installation all the measurements he took were completely wrong and resulted in his people installing wrong sized pieces everywhere - not to mention the stone came cracked and scratched. Owner refuses to refund or deliver the remaining service while having collected 4/5s of the payment.

  Customer Answer

  Date: 10/30/2023

  There was a contract but did not give warranty. Just said full installation was included and only about 50 percent of the installation was done the rest they did not do. The date was October 17th 2023. 

  Business Response

  Date: 11/07/2023

  ************************* contacted our services through ********** ****** *****. An initial quote was provided according to the measurements he sent to us. As part of our work format, we reviewed with ******* every detail listed on the estimate before we scheduled the final measurements. On the day of the template, ******* wanted to add upgrades and extra labor. As a result, there was an increase in the price. We contacted him with the updated quote according to his new upgrades. We offered a full refund for his project through email, but ******* decided to keep it on budget, approving the initial quote. He agreed and signed the estimate with no upcharges. Our crew dedicated a whole day to installing his project. The team installed all the pieces except for one small piece that he wanted at the last minute to drill a hole, but the hole needed to be done at the shop. We offered to go back next morning. When the crew stepped out of his apartment, he paid $725, leaving an open balance of $1000, and told staff that he didn't want them in his apartment anymore with no excuses. Our crew is always professional, trustworthy, and respectful with every client. We contacted *******, offering to go back to finalize the job that still needed to be completed, but he did not want us to go back.  We contacted ******* and offered him to pick up his piece at the shop. ******* was irrelevant and said he would only pay a fraction of  $150 for the remaining piece, leaving a balance of $850. The total s/f of the project is 46.12, and the remaining piece is 2.8 s/f. We completed  95% of the project, and we were open to return anytime to finalize the job and deliver the job up to his standards. 

  You will find attached:
  The estimate shows that the client approved the estimate with our terms for the material chosen by picture. The cracks, ******* claims, are fissures of  a natural stone.  
  

  The same estimate shows what is included in the quote. 

  Terms on the bottom of the estimate  "quote is subject to changes upon final measurements. Where ******* claims yanked the prices,

  The quote with upgrades items that ******* wanted for free. (he decided to this quote keeping the initial quote.

  Email where we offer his money back.
  

  
  

  Business Response

  Date: 11/07/2023

  Unfortunately, this is not the type of review we work for and receive from our customers. We are always on the client's side to listen and deliver the best quality of work.

  We look forward to have a fair resolution on this complaint. Please feel free to contact us at anytime. 

   

   

  Customer Answer

  Date: 11/08/2023

   
  Complaint:********
  
  I am rejecting this response because:
  The Business did not in any way address the issues. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/09/2023

  The client signed the invoice agreement with the terms and amount The picture that ******* shared  is from the job not been completed because he did not let us finish our installation. The client still have a remaining balance. He wanted the last piece of his project for a fraction of the price other wise he would give us a bad review. 

  Customer Answer

  Date: 11/09/2023

   
  Complaint:********
  
  I am rejecting this response because:
  I approved of the slab, however did not approve of the installers cracking and chipping the stone. This is a defect that was not shown or accepted by me. 
  

  I refused to let them come back to my apartment after witnessed (I have multiple witnesses) threats were made. The Business didn't even have all the people who were supposed to be here come and instead sent 2/3 as I have proof in emails. 
  

  additionally , all the work was supposed to be done in one day but after forcing them to correct 3 mistakes the people left the apartment saying the finished and said I need to contact the Business to schedule additional work. (Making threats regarding to breakage and payment).  Meanwhile none of the work was finished completely and multiple pieces were damaged. 
  

  this is a fraudulent Business that operates on threats and poor quality. 
  

  
  Sincerely,
  
  *************************