ComplaintsforPrestige Marble & Granite, Incorporated

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $10,000 to have Prestige install quartz and it is damaged with cuts and scratches in it they sent a repair man to fix it and he made it worse and now I have rub stains on top of the scratches. I have spoken with the owner and he told us he was going to call the supplier where he got it from because he thought it was their fault but Ive talk to the supplier and they said no it is his fault he also told us to get in touch with the manufacturer which we did and they said theyre not responsible to go to who installed it which is Prestige Ive left numerous calls since then for him and he has not returned any of my phone calls and hes not doing anything to resolve this with us we have paid him in full and now we just want it replaced because his service man even told us that day he thinks it got damaged when they were cutting it at Prestige we want a resolution. Please help us with this situation he is not returning any of our our phone calls or resolving the situation like he said he would he is totally ignoring the situation now.

  Business response

  03/14/2022

  March, 11th, 2022 
  We are replying to the complaint from *** *******'s. We installed the tops back on November 10th of 2021. We had reviewed with the installation crews that the install was completed and there were no issues. Then on December 1st (3 Weeks Later), we had received a phone call from the *******'s, claiming scratches in the top. The technician then arrived at their home on December 6th to find large gouge in the top which was not there when it was installed by prestige. The customer claims them nor did the Tile installer make the large gouge and scratch. 
  At no point did we blame the supplier. However, based on the information we have the customer contacted the supplier directly and sent the picture of the large gouge and declined the claim. 
  On February 7th, 2022 our field rep had revisited and took pictures of the complaints which are attached to this letter, showing the large gouge and also of swirl scratch marks that are in his opinion under the surface. As far as the gouge mark this was not done by prestige. As of Wednesday March 9th 2022. *** ********s was contacted by prestige to let him know that they were working with the vendor to try to find a resolution to their issue. We are currently waiting for a return call from *** *******'s with the options we relayed to him. 
  In conclusion, we want to help the customer even though we did not cause any of these issues. 
  Respectfully 
  Prestige Marble and Granite 
  
  

  Customer response

  04/12/2022

   I just read the response from Prestige and they were notified prior to three weeks with the salesman at Prestige he then sent a repair man to come to our house and the repair man said that it was nothing that we did that it came that way he tried to rub them out so and could not get them out so now we have rub marks on top of scratches. The owner try blaming it on the vendor and then the owner tried blaming it on the distributor and both cases said that that is prestigious responsibility so they just sent out another salesman and his name is Bob to come and look at the countertop and he’s also said there’s nothing that we did that the scratches are underneath and that it should be replaced and he said he was going to see about getting it replaced but now he is not returning our phone calls. I just know I paid $10,000 and the owner is ignoring us and not doing anything about it I have rub marks on top of scratches and I was told by their salesman and their repair man that it was not our doing that it was defected countertop. 

   one more thing they took the pictures the repair man took the pictures and he said he was sending those in to the supplier I did not do that he did that they’re saying I did it but I didn’t. The repair man said that that should be covered according to him it was  nothing that I did that looks like it came defected and he took the pictures and sent it in to the supplier and said that they should replace it. He tried rubbing them out but he couldn’t get them out and now I have rub marks on top of scratch scratches. Mark the owner of Prestige has tried blaming everybody even where the vendor where he gets it from and I called the vendor and they said no it’s on him to replace it and he has been ignoring my phone calls. I did call them a week after the countertops were installed and the salesman didn’t do anything about it until three weeks later

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