Complaints

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

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  Colonial Marble & Granite

  201 W Church Rd King of Prussia, PA 19406-3229

  
• 

  Colonial Marble & Granite

  2000 Washington Ave Philadelphia, PA 19146-2832

  
• 

  Colonial Marble & Granite

  240 S DuPont Hwy New Castle, DE 19720-8410

  
• 

  Colonial Marble & Granite

  768 Corporate Cir New Cumberland, PA 17070-2349

  

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:03/20/2024

  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 purchased the sink on 08.25.23. I waited a long time for the delivery. It arrived around the middle of November 2023. When the installer opened the box he noticed the damage and did not even unpack it. I took the damaged sink to Colonial Marble at the beginning of December. I spoke and returned the sink to ***********************************. He promised to refund my credit card. In the meantime, I ordered another sink to complete the job. I was never contacted and the refund was never made. I then went back to the store and saw ****************************** again. He explained that we tried installing the sink and made four holes in it. The picture I attached shows that the returned sink had only two holes and the one he gave back to me has four. I insisted he give me the sink but he did not want to. I waited almost an hour for him to find it. I told him right away that it's not the same sink but he insisted. I feel that ******************************** is not being truthful and gave me back another sink, possibly the one from his showroom. He went back on his word and treated me unfairly and I was cheated almost $1600.00. In advance, I thank you for your help.

  Business Response

  Date: 04/16/2024

  Dear BBB,

  Please be advised that the customer's contractor originally came in to the store to return the damaged sink in question.   At that time it was discovered that the sink had been drilled into with 4 holes and silicon had been applied to the cracked area.   It became obvious and apparent that the contractor had attempted to install the sink and it became damaged during this process.  It did not come out of the box this way, and therefore Colonial would not be able to return the item to the sink manufacturer and get a sink replacement.  Sinks never have any drill holes in them when they come out of the box, which is how the Colonial representative (**********************) was able to recognize the sink had been altered from its original state.  Colonial did not swap the sinks and give the customer a replacement damaged sink when they returned on a later date.   All 3 photographs of the sink submitted by the customer are the same sink.    The customer should be seeking reimbursement from their contractor who performed the work, not the retailer who sold the sink.

   

  Respectfully,

  Colonial Marble & Granite

• Initial Complaint

  Date:03/09/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 signed a contract to have granite installed and cancelled the contract via phone. Company is saying that they never got notice. I was within my contractual 72 hours to cancel. Company refuses to allow me to cancel.

  Business Response

  Date: 04/01/2024

  Dear BBB,

  Please be advised this customer was fully refunded on March 28. 2024.  Please see attached credit slip.    We now consider this matter fully resolved.

   

  Respectfully Submitted,

  Colonial Marble & Granite

  Customer Answer

  Date: 04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Clair Fish
  
  

• Initial Complaint

  Date:02/12/2024

  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.

  On 12/06/2023 I got a new granite top and stainless steel sink installed the countertop had many rough dull spots making it very unattractive to make things even worse the installers helper damaged my stove top during the install and also a nook that is part of my kitchen set the amount paid number included the cost to replace my damaged items cost to install ******* nook set ****** stove replacement ******* = ******* they return call they said its being processed and no matter who your taking to they say you need to speak to some one else I spoke to ***** ,****** and ***** ??

  Business Response

  Date: 03/04/2024

  Dear BBB,

  The company has fully investigated the customer's claims by way of viewing the customer's video, reviewing customer photos, speaking with its installation technicians, and reviewing the installation documents.   After completing its review the company remains firm in its position that the installation provider is not responsible for causing the alleged damage to customer's kitchen nook and stove.   Further, the installers deny ever telling the customer they would take responsibility for this damage or agreeing to any compensation.   A customer sign-off and issue report was presented to the customer at the completion of installation for which the customer's signature represents certification that the work was completed in conformity to the contract and that there was no damage to any of customer's property.  The customer signed this document and did not notate any damage.  (See attached installation sign off from 12/6) In addition, the customer's complaints about dull spots in the material was addressed in a service provided on 12/27/23.   At the conclusion of this service customer was presented with another sign off which certifies the work was performed and that the issues were resolved.   The customer also signed this document.  (See attached service signoff from 12/27).   

  In light of the foregoing, Colonial Marble & Granite is not accepting any liability for damages to customer property at this time.   

  Respectfully Submitted, 

  Colonial Marble & Granite

• Initial Complaint

  Date:11/16/2023

  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.

  In Aug 2021, my wife and I visited Colonial Marble, excited to select a countertop for our newly renovated kitchen. Expecting a high-traffic area, and with children, we sought advice from their sales rep, *******. He recommended Quartzite, praising its durability as the "hardest stone." Trusting his expertise, we chose a beautiful slab and selected a template in Sept. However, issues arose during production. We were informed of a fissure in the stone, necessitating an additional seam. Visiting to inspect the countertop pre-delivery, we noticed minor scratches but were reassured these would be buffed out. Our trust in Colonial began to waver. Upon delivery, problems continued. The seam's filler color was mismatched, and the previously noted scratches, resembling clamp marks, persisted. A technician later admitted these couldn't be buffed out due to the stone's brittleness – a stark contradiction to *******'s durability claims. Despite following Colonial's care instructions, sealing the countertop multiple times over 2 years, and even restricting our children's access, the countertop continued to deteriorate. Each scratch and dent intensified our frustration. Colonial's response was as brittle as the stone they sold us. Complaints were met with denial and accusations of improper maintenance. In a desperate attempt for resolution, we revisited *******, who offered a 50% discount on a new countertop at a specific price, installation included. Yet, this glimmer of hope vanished when ******* left the company. The new staff reneged on his offer, furthering our sense of betrayal. Colonial's handling of this matter has been nothing short of egregious. They've dodged calls, skirted responsibility, and backtracked on promises. This experience has left us with a defective product and a profound sense of frustration and injustice. Their disregard for customer satisfaction and accountability is appalling, underscoring a lack of business ethics and respect for clients.

  Business Response

  Date: 12/19/2023

  Dear BBB, I reviewed this complaint with all of senior management and the offer to replace the countertop at cost still stands and will be honored if customer is interested in that resolution.   Nobody at Colonial is aware of that offer of ever having been retracted in the past.    Please feel free to re-communicate this to customer as we would still be happy to serve their kitchen countertop needs.  

  Respectfully Submitted,

  CMG

• Initial Complaint

  Date:09/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 engaged Colonial Marble to complete an island top in a newly constructed lower level. The project with Colonial began in May of 2023 with a template and subsequent installation of the countertop. The 1st attempt to install the countertop occurred in late June. Colonial's installation team did not complete the installation. They had to cut the front piece of the countertop and waterfall. Colonial came 2 additional times to complete the installation. Subsequently, the front panel and waterfall were cut 1.5 to 2.0 inches short and forced into place. After multiple visits, calls and complaints, *******************, Director of Operations did a site visit. **** agreed Colonial did not complete the job. He offered to redo the job or provide $1,000.00. We communicated to Bill we did not believe Colonial could remove the countertop without damage to brand new cabinets, appliances, flooring, etc. in the lower level. Colonial would have to be willing to be liable for replacement of any and all damage that could reach $30,000+. Their first response was no, they would only be liable for items in their standard warranty. This was not acceptable, they subsequently send a short, terse email saying they would cover damages, without a $ amount, etc. On September 12th we sent a note to **** stating that we did not have confidence in Colonial to redo the job and provided two options. #1 is to return $4,000 or provide a back splash as not cost to us. The $4,000 amount is equivalent to the square area of the front piece and waterfall. The backsplash is a compromise if the return of funds is not acceptable. In typical fashion Colonial, **** and ********************* (cc'd on communication) have not replied to our email or messages. Hence, we are the current stalemate with Colonial.

  Business Response

  Date: 10/06/2023

  Dear BBB,

  I have reviewed the facts of this order with our service department and Colonial is willing to offer 2 resolution paths for moving forward.   First off, I believe the parties find themselves in this stalemate due to a Customer misunderstanding of the term incidental damages and what that essentially means as far as liability is concerned.  Colonial has acknowledged a fabrication error did occur and has offered to fully remediate and cure the situation by removing the existing countertop and replacing with a new countertop.  Let that be clear.   Contractually, Colonial has a contractual right to cure any defects in fabrication or installation and at this time continues to remain ready, willing, and able to perform the cure.  However, Customer is unwilling to go this route unless Colonial rewrites its damage liability clause to include taking responsibility for all incidental damages that should occur during the removal and reinstallation of the countertop.  This is unreasonable for Colonial to do as there is always going to be some level of minor incidental damage that occurs at installation.  For instance, it is common and generally unavoidable for the installer to complete an installation without some minor scuffing or scratching to the doorframes and door jams when entering a room and the surrounding side walls as countertops get shimmied and positioned into their final resting place.  This is what is generally meant by incidental damage and it is extremely ordinary with a natural stone installation of this type.  It is Customer's responsibility to perform these patch repairs which may include some minor caulking or applying touch up paint as needed.   Imagine if Colonial's installers were held responsible for finding matching caulk or paint for every installation it performed in a customer home?  It would be an impossible undertaking and it is not a standard practice followed by others in the industry.    Notwithstanding the above, there is still a duty of care owed to the Customer and ********************** does hold itself responsible for damages that are above and beyond what a reasonable personal could consider as incidental damage.  For instance, damage to appliances, floors, or cabinetry would not be considered incidental damage and generally would be covered under Colonial's *************************** policy.  In the instant matter, the customer makes reference to having worry of resulting damage to their $30,000 cabinets.   Obviously, if there was damage to this extent Colonial could not hide behind an incidental damage clause to shield itself from liability.  Based on this position, Customer's refusal and resistance to allow Colonial to proceed with the job remake seems a bit misplaced.   I have attached a copy of the standard damage liability waiver that customer is asked to sign for the ********************'s review.   I believe you'll find it to be reasonable.

  The second path for moving forward was a monetary offer to accept the existing countertop "AS IS" for $1,000 refund.   I can increase this amount to $2,000.00 as a final offer to fully resolve the matter if the customer is interested in a cash settlement.    

  Again, both options are available to the customer and they are encouraged to reach back out to either ******************* or ********************* should they desire to move forward with their order or accept the settlement.  I hope the BBB understands and supports the merchant's position.   

   

  Respectfully Submitted,

  Colonial Marble & Granite

   

  Customer Answer

  Date: 10/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20649108
  
  I am rejecting this response because:  First, I do understand and comprehend Colonial's limited liability as it pertains to the installation of a countertop or remodel.  In this case all aspects of the build are new, and Colonial's poor communication, lack of responsiveness, and insufficient reconciliation offer all lead to our rejection of their offer.  Please note it took ************** and Colonial multiple months to take responsibility for the fabrication error, all of which have led to our rejection and my decision to allow this organization the opportunity to replicate their past fabrication errors.  Our offer to reconcile the current complaint align with the dimensional size of the fabrication error.  It seems unlikely that we should accept their offer that is equivalent to 20% of the total job, when fabrication error entails 40% of the overall job.  I suggest you, the BBB and Colonial take this in consideration as they provide an alternative solution.  
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/08/2024

  Yes, we will accept Colonials offer of $2,000.00 to close the claim.  Please forward this notification to Colonial Marble on our behalf.
  
   
  
  Regards,
  
   
  
  Dino

  Business Response

  Date: 01/23/2024

  Dear BBB,

  The parties are in agreement to resolve this matter via a monetary settlement.  Customer will keep all product installed in their home on an "AS IS" basis and Colonial will be issuing Customer a $2,000.00 settlement payment.  A settlement release has been prepared and is out for signature to customer.  Once the settlement release has been signed and returned to Colonial, payment will be issued and the matter will be closed to the mutual satisfaction of both parties.  

  Respectfully Submitted,

  Colonial Marble & Granite

• Initial Complaint

  Date:08/01/2023

  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.

  The countertops were installed poorly and cut uneven. The island was installed with a knick and scratches all over it. The installers ruined my sink with a poor installation. The said they would fix the imperfections when they installed the full height backsplash. That crew said they didn't make the mistakes and can't fix the sink and they would let them know about the island. The backsplash is cut crooked at every corner we told them to take it out. We called colonial while they were here and told them we are refusing the backspalsh. The assured us they would send a team because the 2 guys couldn't physically remove it and not damage the cabinents. We wrote on the receipt. The entire job is paid in full. They were supposed to send a team on 7/28 after multiple conversations ro fix the issues. At 1:45pm they called to say the specialty fabricators flight was delayed from vacation and they couldn't come till the next day with a crew of 5 people for 4 hours. I refused as I had to work. After assurances from manager **** and **** that the job would be flawless on 8/1, we allowed the reschedule. On 8/1 only 2 guys came thay didn't know how bad the job was and said they can't do it as 2 guys because the job is over 10 hours. It needs a full crew an entire day because it is so poorly done and the island can't be fixed on site, the island has to go back. We called the managers **** talked to him multiple times and each time he said we will call you back. The manager **** wasn't available. Spoke to a manager **** who said per the contract we can try and fix it as much as we need to and that they won't refund us because they don't have to. The entire job of my home remodel has been pushed 6 weeks because of their incompetence, poor quality work and delays. We risk damage to the cabinets and the appliances and new harwood floors. We have no confidence in this company or their ability to tell the truth or follow thru. We want the quartz refunded, my damage sink refund and my contractor bills covered for all the extensive delays.

  Business Response

  Date: 08/28/2023

  Dear BBB,

  Colonial Marble & Granite has remained firm in its position that it is ready, willing, and able to cure all issues complained of by customer.   Multiple attempts to schedule the customer for the service that is needed has been attempted by Colonial and has been rejected or gone unanswered by the customer.   Colonial is within its contractual right to cure the issues and until those efforts are exhausted, Colonial is not obligated to provide monetary compensation/refunds.  We will continue to try to schedule the customer for their service, but we do need cooperation from the customer to allow us into their home in order to complete the job.  

  Respectfully Submitted,

  CMG

  Customer Answer

  Date: 09/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I have attached a documented timeline of events. Including the 3 times their technicians have been in home and failed to rectify any of the issues. As well as out continued attempts to work through them to resolve the issues with their inferior craftmanship, and they many times they have not followed through on their word, promises or expectations.
  
  
  Regards,
  
  
  
  ******* *************
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:08/01/2023

  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.

  On March 31st Colonial Marble and Granite came to my home to install the Artic White countertops I ordered. Upon finishing up the install I noticed the one installer rubbing a spot on the island counter. I asked what happened and they were not sure what caused the blue scratch. They explained that they would submit photos and I would hear back from someone within two weeks. That never happened. So I started to follow up with the lady who assisted me with the purchase, ***** ****. She told me that someone would come to my home to inspect the flaws ( I also noticed before the installers left my home, a series of black spots on the counter near my sink). Approximately a month after the install, a representative for the company came to my house, ***** ******. She proceeded to try to lift the blue mark and the black spots, which was unsuccessful. She told me that she would submit her findings and I should hear back within two weeks, which did not happen. I started to then call the New Cumberland branch just about every two weeks to see if there had been a decision. Finally around the beginning of July, I spoke with Laura again, and she then informed me that she had received an email that a replacement slab was about to be shipped to New Cumberland to replace my countertop. I never once expressed an interest in having the counters replaced, I wanted to know what my options were... I also asked ***** whos responsibility it was to inform me? As I had heard nothing...At this point I had reached out to two different managers via phone messages and email. I believe the manager for New Cumberland is ****. He never ever communicated with me. I also left voice message for another manager, ***** *****, from King of Prussia, he never responded either. I have requested a full refund, as at this point I do not trust anyone from this company to deliver what they promise.
  I would rather start over with a new company than prolong the agony of dealing with these non communicating folks.

  Business Response

  Date: 08/11/2023

  Dear BBB,

  Colonial is uncertain as to the nature and gravity of customer's complaints.  The customer had an issue with a marking which appeared on the original quartz slab and the supplier agreed to replace the material under a valid warranty claim.  Customer's desire to receive monetary compensation versus having the slab replaced makes their discontent seem a bit insincere and is contrary to the warranty policy.  As far as lack of communication is concerned, there are no records of voicemails ever having been left by this customer, and after the warranty claim was established, all communications would be exclusively between the customer and the supplier, the timing in between communications of which Colonial has no control.   If the customer is only interested in monetary compensation, then Colonial will offer $300.00 for the customer to keep their current quartz countertop in an effort to settle this matter.   Any counteroffer from Customer would be rejected as Colonial stands ready willing and able to fabricate and reinstall a new quartz countertop under the valid warranty claim.  As I hope you would agree, I don't see where there can be any wrongdoing assigned to Colonial when by the customer's own admission, there is an agreement to replace the countertop at no additonal cost.

  Respectfully Submitted,

  ***

  Customer Answer

  Date: 08/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:  Well first off, I really do not appreciate the tone this company is coming at me with.  I feel like I am being accused of trying to pull a fast one?  The first sentence from Colonial sounds like I was not put through hell waiting and waiting for anyone to let me know the status of my damaged countertops and what my options were.  Colonial sent faulty product to my home, and I have to wonder how many inspections are done before the product is glued to my cabinets....so if they are insinuating that I want my money back and plan on living with these damages, they are wrong!  Because of this company's lack of communication, I still do not know if they were sending a full replacement of my countertops OR just the island portion.  I did go through my emails and phone records and found an email from Laura that she actually did find out that Colonial would not charge me to remove and reinstall my new faucet, but still, what if my new sink gets damaged in the process of pulling the glued and damaged counters off?  These seem like sincere concerns to me???  Colonial then states that I am breaking the warranty polices by requesting a full refund.  Had just one person cared enough to follow through with any of my 14 phone calls (3 calls to managers Nick and Chris) I would have moved in the direction of allowing them to replace my damaged product.  But that did not happen, I pulled up my cell phone records and can prove this many calls were made to New Cumberland and to Philadelphia offices (more calls were made from my work phone, those I can not prove).  Colonial stating they have no records is my point.  No one cares enough to document!  And yet more slacking business practices from my point of view!  My desire to receive a full discount is based on not wanting to be put through one more minute of not knowing what is happening.  I have lost complete faith in them.  And I certainly do not want to go four more months with this situation without knowing!  Colonial then says in their statement, all communications would be between me and the supplier, WHO is that, HOW would I know?  As stated a million times, I have been left completely in the dark!  I called the phone number I had on my documents, and also researched online to find the Philadelphia office...The many pages of similar complaints on the BBB site can affirm this company loves to push good paying customers to the limits.  My last email begged the question as to just why are they treating good paying customers this way???   Then they smuggly ask "how can I complain or assign wrong doing"?  What????  I feel like I am dealing with a bully.  I would to this very day would not know a thing had I not continued to call and call.  I have never felt so unimportant and really can not imagine letting these people back into my home.  I have been in discussion with one of the news anchors from ABC local news, and I will not hesitate to discuss Colonial Marble and Granite's shameless business practices with our local patrons, I wish I would have been warned!  There are so many competitors out there who are actually grateful and WANT to do their best for their customers....Colonial appears not to be one of them. I will not roll over and just accept this treatment.  And this is as sincere as I possibly can be.  It is my hope that they will LISTEN to mine and many others complaints of the absolute worst customer service and do something to improve their communication skills.  
  
  
  Regards,
  
  
  
  ********** ******
  

• Initial Complaint

  Date:07/28/2023

  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.

  Horrible horrible people.Damage to my walls and plumbing and they would not repair nor pay for . The drivers that came out were very unprofessional and it was a women I spoke with name ***** who was very nasty to me and I believe she cursed at me on the phone . Just a terrible experience and me and my wife saved so much for this and I wish I would have taken my money somewhere else.

  Business Response

  Date: 08/11/2023

  Dear BBB,

  Colonial Marble & Granite has reviewed all transactions and order history for this customer and cannot locate any past customer under this name, address, or phone number.   In order to properly evaluate and respond to the merits of the complaint we would need more information.   Specifically, the name and/or installation address for whom the contract was entered under.    Further, because this customer demands no further contact from the business we feel it is not in Colonial's best interest to call the complainant directly with the number provided.   

  At this time we will wait for further customer identifying information to be sent to us.

  Respectfully Submitted,

  Legal Dept, Colonial Marble & Granite

• Initial Complaint

  Date:06/04/2023

  Type:Sales and Advertising 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 purchased countertops from Colonial Marble & Granite with an estimate of 40 square feet. I was told by my salesperson, *****, that my price would be adjusted once they come out to take exact measurements. During this process myself and my contractor reached out to the *** location several times without response. Finally, after numerous calls I got *****, who stated he was the manager. He told me they would not adjust my price even though when the measurements their employee took only came out to approx. 30 square feet. I then asked for my remnants but was told I couldn't have them either. ***** told me they do not give the remnants because they resell them to other customers for smaller projects even though I have already paid for the product. I paid for 40 square feet of quartz and only received 30. I was also not given my sink cutout. This company is double dipping product and I want the product I paid for OR my price to be adjusted for what I actually used.

  Business Response

  Date: 06/05/2023

  Good afternoon,
  
  In response to **. *********** complaint, we have reviewed her order and the communications that took place.  She ordered her countertops through our promotional package that includes up to 40 square feet of countertops installed with one free sink cutout for an all-in price of $4999.  She added a digital template layout for $250,bringing her order total to $5249.  Her order was then discounted an additional 20% on top of the promotional pricing. 
  
  Under our countertop promotion pricing, a customer is free to use up to 40 square feet of material for the same price, with the understanding that any additional square footage over 40 (in the same room of the home) would be charged at the non-promotion rate for the material selected.  Some customers choose to add on square footage (in the same room) as part of their project (for example: additional overhang, window sill, table top,etc.) to maximize the 40 square feet included in the promotion.  There is no provision in our promotion to allow for a customer to use only a portion of the square footage and have a difference refunded to them, due to the promotional pricing and free sink cutout.
  
  Our sales manager has offered to do a small vanity of the same material (up to 10 square feet) with sink cutout free of charge to maximize the 40 square feet promotion for ************************* Our offer remains valid if it is agreeable to her.
  
  Kind Regards,
  
  ***************
  Chief Operating Officer
  Colonial Marble & Granite

  Customer Answer

  Date: 06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was never offered the 10 feet of countertop for use in my kitchen.  If it's already paid for in the 40 square feet, I paid for it, it's mine.
  
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  May 4, 2023: Colonial Marble was scheduled to install my vanity top. When the installers arrived they informed me the template (which was done by their company) was not done properly and that the sink would not fit without making adjustments to the cabinet so they could not install the top. I had the cabinet fitted out then called Colonial Marble and rescheduled install for May 31, 2023. No one ever showed up. I called the office 5 times trying to get an answer but no one would call me back. I did finally speak to Vice President ** ****** and he said he would get me rescheduled and call back. I have since called ** 3 more times and left messages but he does not return my call. I have also left messages with **** *** is the service department but she does not respond either. I continued to call and leave messages on June 1st and June 2nd. Meanwhile, they charge your credit in full the day before they are scheduled to come out. So they have had all the money for this job since May 3rd and now will not finish the job or return my calls. And since they have been paid in full they have no reason to come out and finish the job they have messed up on since the beginning. They left the vanity top here but now I have to hire someone else to finish the job.

  Business Response

  Date: 06/14/2023

  To Whom It May Concern,
  
   After reviewing *** ****'s complaint, we have been in contact with her and are working toward a resolution.
  
  Kind Regards,

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

  Chief Operating Officer

  Colonial Marble and Granite.

  Customer Answer

  Date: 06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The company reached out to me only after I filed a complaint with the BBB. They offered no apology or anything, just wanted to reschedule the install. At this point I do not feel comfortable having them out to my house and would like a refund.
  
  Regards,
  
  *****************
  

  Customer Answer

  Date: 06/28/2023

  I had to hire another company to finish the job that Colonial Marble abandoned which cost me $400. Colonial Marble called me and I told them I wanted to be refunded the $400 to cover the cost and they said no. They would refund me $250. I told them no way because that does not cover the cost to finish the job let alone all the time I lost from work to fix their mess. 

  Business Response

  Date: 07/18/2023

  Good morning,

  We have verbally agreed in principle with ************ on a $400.00 refund to cover the costs she incurred for installation.  We continue to work with her to finalize acceptable payment terms.

  Kind Regards,

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

  Chief Operating Officer

  Colonial Marble & Granite

  Customer Answer

  Date: 07/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They want me to sign an acceptance and release form first, then they said they would mail me a check. I don't believe I will ever actually see that check as this company is not good to their word. I offered to meet with them in person and I was told no so we are trying to come to an agreement on how to settle this.
  
  Regards,
  
  *****************
  

  Business Response

  Date: 08/21/2023

  A settlement agreement was reached between the customer and Colonial for the return of $400.00.   This money was directly refunded to the customer's credit card on July 21 and a Release was signed by ****.  I don't believe there are any lingering issues in dispute.  I also spoke directly with ***** ****** at the Attorney General's office about this matter and there was acknowledgment from their office that the matter had been satisfactorily resolved.    Both the credit slip and the settlement/release letter are attached.
  
  Respectfully Submitted,

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

  General Counsel NTP Marble, Inc.

  Customer Answer

  Date: 08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************