ComplaintsforMarble Builder Direct

• Initial Complaint

  06/29/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My personal experience with Marble Builder Direct has been an absolute nightmare ever since signing an agreement to purchase with them and submitting payment. To begin, almost every one of my appointments was rescheduled the day of starting with the measurements to the company coming back from repairs post-installation. This was done with no remorse or empathy. All of these schedule changes caused me to constantly switch around meetings and my schedule. After numerous repairs that take weeks for them to fix, some things still aren't right. For example, some corners aren't rounded and some are and the one piece they brought back now has a spot on it. . It is almost impossible to get a hold of the owner or get any customer service towards resolving my concerns. Working with this company has been a nightmare and I don't say that about many companies.

  Business response

  07/12/2021

  7-09-2021

  Better Business Bureau

  ATT: Ericka

  HI Ericka please note that I find this customers statements false and not true.

  Customer states that he (SIGNED AN AGREEMENT) with our company and he did not. He has never been to our warehouse at all!

  He also states that he (SUBMITTED AN PAYMENT) AND HE DID NOT.

  A LAdy by the name of ***** which seems to be a designer had came in only and placed an order for him and everything has been going through her only.

  The customer at first had issues with the stone because he never even saw the stone that her desighner has picked out.

  Regarding any edges he was never involved when we sent out our installer to measure , and only dealth with the designer throgh the entire time.

  The Designer picked out everything and she made all the payments and she signed all the invoices.

  We have been out several times and did everything that the desighner wanted us to do. After several trips to the house at no charge, she texted that

  the only thing she wants is for us to offer a FREE SEALER which we do not carry or supply and not in our contract.

  As per our contract there is a $350 fee to send our intallers out to the house again.

  We have made several trips at no fees already.

  Also customer again was never apart of this transaction , no signed agreements, never was here, never saw the material, never reviewed any edge information when

  the installer was out to the house to measure, but only dealt with the

  designer, *****.

  Thank You.

  Farhad

  Customer response

  07/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15605974, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My designer, *****, did sign the agreement with the company on my behalf. The statements made in the response by the company about never being at the warehouse are inaccurate and false. I was there with my girlfriend and designer, ***** who are witnesses on March 26th, 2021 plus I have pictures on my phone taken there. The company had to come out multiple times to fix issues because of their own quality issues that I had to point out, so of course there shouldn't be a charge. I nor my designer ***** specified any corner cuts with them, it was our basic expectation that the corners would be cut the same on each slab. There is no mention of corner cuts on the purchase order my designer and I received. The owner did not acknowledge the multiple reschedules or continued quality issues in their response or provide adequate resolutions. I have attached photos, one from my phone that I took from the warehouse, the other of the two different corner cuts they did on the same slab. Finally I was in contact with the owner during this process and expressed my concerns in a very timely manner. All conversations were not done through my designer as I have text responses back from the company and was at my house during each installation. 

  
  

  In summary it is my opinion the response doesn't provide any resolution nor constructive solutions or empathy for my experience dealing with this company.
  
  Regards,
  
  ******* ********
  
  
  
  
   

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