ComplaintsforDistinctive Marble and Granite, Inc.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Placed order to purchase just under $6,000 worth of granite countertops on 7/28/21. Granite tops were installed 8/19/21. Included in the purchase was to have been labor for the install of an under-counter sink (sink provided by me the owner), and a hole drilled in the granite for a faucet. The sink that was to have been installed arrived minutes after the installers had left when they finished their work. Installer said to call in when sink arrived & someone would come out to install. I did call (right after they left) and spoke with rep to have them return to complete work. I never received a call back from that Distinctive Marble & Granite (DMG) rep, so called in this morning & spoke to Manager Beau 2 times. DMG wants to charge $250 to come back out & complete work, which is the primary reason for my complaint. DMG performed exceptionally well in all other aspects of this transaction. I paid for sink mount labor & faucet hole that weren't completed & thus shldn't be chrgd.

  Business response

  09/21/2021

  I would like to address Mr. ***********’s complaint.   To begin, we did not charge Mr. *********** the $250 return trip fee that we had every right to do.  The fee was not to install the sink but for the return trip to install it as he did not have it there at the time of his install.   He did call later in the day of his install (after we completed it) to tell us that he now had the sink onsite but our crew was already at their next job and had a full schedule for the day.  In his contract it clearly states that all sinks need to be at the job site at time of installation as a return trip would be $250.  The $250 charge may seem excessive but we actually still lose money at that price.  The time it takes to make that return trip because the customer was not ready costs DMG much more than $250 in time, labor, fuel, and opportunity costs. 
  
  At the end of the day,  I actually waived the return trip fee to take care of the customer.  The purpose of this email is to let the BBB know my disappointment in their lack of communication and failure to do their due diligence before negatively “rating” a great company with great employees.   As you can see on our hundreds of Google reviews, DMG bends over backwards to take care of our customers and will continue to do so.  As an organization with the power to negatively impact businesses with their “ratings”, it is the BBB’s responsibility to ensure they have updated company information and contacts if they want their ratings to have any credibility.   I know that the BBB has my number as I have received calls many times to pay to be accredited by the BBB.   I find it interesting that when you are calling for money you have the right contact info but when you want to negatively impact a business that information cannot be found. 
  
   
  
  Thank you,
  
   
  
  Harry J****
  ******* *******
  
   

  Customer response

  09/21/2021

  Better Business Bureau:
  

  
  

  I had written you back shortly after filing the complaint to let you know that this was resolved and to drop the complaint.  Not sure if it was not received, but I hope this letter serves as notice that the complaint should be dropped.
  

  
  Regards,
  
  *******************************

*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. ↩