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:04/22/2025

  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 Thursday March 6th Colonial Marble & Granite sent a crew to install countertops at our residence. While installing the island countertop they dropped a metal level putting a nick into the counter itself and damaging our new cabinet. Because the crew was frustrated with the situation they started to get agitated with at the situation and each other and they were growing more frustrated with the call they received from what I can only imagine to be their boss as to why they were behind. They started cursing and making it very uncomfortable for my wife and our children who were home. We signed off on the installation knowing they had damaged the counter. We called and sent emails immediately letting Colonial know of the damage. Colonial sent out a crew to fill in the counter, but because we signed off on the installation they have stopped responding to us. The installers never pointed out any of the issues and because we f their frustrations and use of language my wife was not comfortable confronting them regarding the issues so we waited and reached out to Colonial.

  Business Response

  Date: 05/07/2025

  A member from Colonial's service department has been in communication with this customer about the damages and there is an agreed path forward between the parties.   We are waiting for a copy of receipt from customer for the replacement items for the cabinetry.   Once received, we are prepared to issue a reimbursement check. 

  Respectfully Submitted,

  CMG

• Initial Complaint

  Date:03/25/2025

  Type:Product 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 placed a deposit of $656 for a river white granite remnant on 12/6/24. The person who assisted me was named ****. They did not have any suitable slabs in the store, so he promised me that he would email me pictures as new pieces came in. This was confirmed by an associate named ********. I never got an email or phone call.I called on 1/3/2025 and several times during the week thereafter. I was passed around to different departments and I left several messages with no response. On 1/10/25 I spoke to the sales manager, ****. He rudely and disrespectfully told me that its not their policy to send pictures. He then said he would send me pictures of river white granite that they had in stock. He did not send them.Finally, on 1/13/25 I spoke to **** in the accounting department who told me that she would refund my money. She never refunded me. I put the deposit down with the belief that they would send me pictures of suitable products. The company did not keep their promise to me; therefore, I am seeking reimbursement for my deposit of $656.

  Business Response

  Date: 03/27/2025

  Dear BBB,

  The customer was fully refunded on March 26, 2025 and customer is satisfied.   Attached is the credit slip confirming the applied credit.  Please let the record reflect that this matter has been resolved amicably.

   

  Respectfully Submitted,

  CMG

   

   

  Customer Answer

  Date: 03/27/2025

  [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,
  
  ****** *****
  
  

• Initial Complaint

  Date:01/15/2025

  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.

  Purchased quartz countertops from this company and had them installed in November 2024. After the installers left we noticed several defects in the island countertops. We contacted Colonial and they sent a tech out to see if they could address the issue but were not successful. The mfg, Cambria was scheduled to come out as well and see what could be done to correct the problems, however, after reviewing photos they indicated that they would recommend replacing the countertop. However, after several calls and emails with Colonial and Cambria (the mfg), Colonial decided that they would bring the countertop back to the shop to see if they correct the issue. While I was hesitant to go along with this plan, I did agree and asked that I see an inspection report showing what work was done to the countertop before taking it back. They did not product the inspection report nor did they address the issues with the countertop and it still has the same defects. There's much more I can say about the poor customer service and lack of response to calls and emails. But regardless, I expect this company to stand behind it's product and craftstmanship and immediately order the replacement countertop.

  Business Response

  Date: 02/03/2025

  Dear BBB,

  Please be advised this issue has been resolved by the merchant to customer satisfaction.   The quartz island for which the customer had concerns was replaced in customer's home on January 28, 2025 with all costs absorbed by the company.   In light of this corrective action, kindly reflect this matter as having been sufficiently resolved by the merchant. 

  Respectfully Submitted,

  CMG

  Customer Answer

  Date: 02/04/2025

  [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: 22815929
  
  I am rejecting this response because:

  We appreciated that Colonial replaced the countertop.  However, the replacement countertop has streaks along the edges that are quite noticeable and we are not able to remove the streaks.  I've asked the mfg directly to come out and inspect the countertop to determine if this can be polished out. 
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/05/2025

  Dear BBB,

  We are not aware of any further issues that were present in the replacement stone at the time of install and will wait to hear from ******* after they have inspected to see if there is any further action that needs to be taken.  I have also attached a copy of the customer sign-off from Jan. 28th acknowledging the installation was completed and customer certification that no issues were present. 

   

  Respectfully Submitted,

  CMG

  
  

  Customer Answer

  Date: 02/06/2025

  [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: 22815929
  
  I am rejecting this response because:

  The attachment shows that I signed off on the delivery and installation.  The installers were in a rush to get out of our house and we didn't inspect the countertop until they left.  It was after the installer left that we noticed the streaks on the countertop. 
  

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

• Initial Complaint

  Date:09/30/2024

  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.

  I wish I would have read the reviews before I signed up with Colonial Marble and Granite!! We decided to upgraded our kitchen with a company that would reface our cabinets and they use Colonial Marble and Granite from ***************, ** to do the backsplash, plumbing and counter tops. Colonial Marble and Granite showed up at 1:30pm (5 hours late) to start the final tiling piece of the project and did not get the project finished. They left the electrical outlet hanging out the wall, dirt everywhere and our new sink has deep scratches from the workers cleaning their mortar and grout pales in our new sink. The people that did the tiling said they would be back to finish it up so I gave them the check. I called my sales person the next day and he said they would fix everything that was wrong and get back to me, just give him 48 hours and that were the problem started. 48 hours turned into 72 hours and they cashed the check and were not return my calls or emails. I also saw that one of the tiled wall outlets had a broken wire and the wire was too short to reconnect to the outlet. I sent pictures of the issues to sale and the customer service manage and they just continued to ask for more pictures to bye time on the check clearing. Once that happened, I finally heard from them 2 weeks after they left the kitchen in a mess, and they said they didnt break any wires and they were finished with the project. ****** number one is dont give them final payment until you checkout everything! So, beware of this company tactics of getting the money and walking away.

  Business Response

  Date: 10/03/2024

  Dear BBB,

  I responded to this complaint on 10/2/24 by direct response to an email from Terry Green in the Attorney General's office.  Below is the copied and pasted e-mail response that was sent.

   

  Dear Terry,

  
  Please
  allow this e-mail to serve as formal response to the below-referenced
  matter.   We have spoken with the customer as of yesterday, and prior
  to receiving this complaint, and have agreed to replace their kitchen
  sink.    We do not believe that the electrical issues were
  caused at the hands of our installation crew based on the scope of work and
  photos, however, in good faith we are also in agreement to reimburse the
  customer $50.00 for the repairs.  The customer is satisfied with this
  resolution.    In light of this, I kindly request you reflect
  this matter is being resolved to customer satisfaction by the merchant.
  
  Respectfully
  submitted,
  
  Chris Franzini
  VP & General Counsel
  Colonial Home Services
  Office: (610) 994-2222 Ext. 866
  Fax: (610) 857-7975

  Customer Answer

  Date: 10/03/2024

  Hello, Thank you for following through with contacting Colonial Marble and Granite in by behalf. I have heard from them and they are putting together a plan to fix my issues. At this time nothing has change so please proceed in contacting since I have had promises from them before that they never followed through with concerning issues. Bob Ahern

  Customer Answer

  Date: 10/03/2024

  [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: 22360895
  
  
  Once they replace the sink I will release my complaint. They told me before that they would replace/fix the sink and it has not happened. I will be away for 10 day starting Oct. 6th and I have offered several date the week of Oct 14th and any date the week of Oct. 21st for the repairs. Once that has been completed I will cancel the complaint. 
  
  
  
  
  
  Regards,
  
  
  
  Robert Ahern
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 10/17/2024

  Hello-

  I have settled the dispute with Colonial Marble and Granite. Thank you for your help in bringing this matter to a happy ending. Bob Ahern

• Initial Complaint

  Date:06/24/2024

  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.

  I agreed to buy a discount slab from DE store @ moving sale 3/4/24. Didn't hear back from salesman-I called K of Prussia store. My salesman no longer with *** New salesman said he'd look it up. Said he had found the slab, but I had to sign the contract & pay deposit that day. He raised price by $100.00. I signed & pd deposit.. After many calls back to them, they sent team to measure fireplace where entire slab would be installed. Installer said he wasn't sure which slab it was - I told him they had said they found it. He was very uncertain.Install was set up, but they kept adding to the ********* or my contractor, had to keep arguing that I had signed a contract for the entire slab. I believed they had found the slab as I had sent a photo & the name of it. ******* said he had found my paperwork & the slab.Night before install they had added more fees to the amount. I called & no one would talk with me, said there was no manager on duty & no salesman avail. I left an urgent message, but no one returned my call. I called again & they connected me to their accountant. She kept insisting to add $ to invoice. I said I had a signed contract & finally she said, "what do you want to pay"!? I said the amount in the signed the contract. 5 men came & installed the next day. I couldn't see the front of the slab, but the hole they had cut for fireplace was too big. Installer thought so too & remeasured twice. They glued piece to fireplace. It looked so small! I had to sign that they had installed it. I kept looking at it after they left, I realized it was NOT the slab I had bought! It was 10 inches smaller than the one I had picked out (that's why hole had looked so big) and was the wrong color. I found the photo I had taken of the one I bought & it wasn't even close. This one has brown ************ was gray. Called them immediately. They did nothing-won't take our calls or answer emails. Contract too large to upload. 1st 2 pics are what I bought, 3rd was installed

  Business Response

  Date: 08/14/2024

  Dear BBB,

  I have reviewed the customer's complaint and have spoken with all internal personal with direct knowledge of this order.   The customer is correct that the display slab they initially tagged at the time of sale in the Delaware showroom was not the slab that was installed in their home.   However, the customer was sent a digital slab layout in which they were asked to review and approve the material and overall layout.   This was the customer's opportunity to suspend the order and point out that it was the incorrect slab that was depicted in their photo.   Instead consent and approval for the order to proceed to fabrication was given.   With respect to the fabrication and workmanship of the installation, I spoke with the installation technician and he attests that all fabrication was done to approved measurements.   He measured in front of the customer twice to prove his point.   In good faith, we are going to continue to work with the customer to see if we can find a comparable slab for the customer to select and replace at discount, but given that the customer approved the job into fabrication, we believe there is no bad faith in this transaction.    I have attached customer's lay template e-mail approval to this response as well. (see highlighted)

  Respectfully Submitted,

  Colonial Marble & Granite

  Customer Answer

  Date: 08/28/2024

  I have uploaded my response to Colonial Granite and stones note to you.

  Business Response

  Date: 09/10/2024

  Dear BBB,

  The merchant has agreed to provide a full replacement slab for the customer.   The customer is in full agreement and cooperating with the resolution path.  The customer also came to the King of Prussia showroom on September 9th and tagged replacement material which is expected to be installed in the next 2 weeks.    Colonial Marble and Granite will also handle the removal of the existing material and take new measurements.   At this point, we considered this matter to have been fully resolved and customer satisfaction achieved.   We kindly request you close this matter and reflect it as satisfactorily resolved by merchant.

  Respectfully Submitted,

  CMG

• Initial Complaint

  Date:05/02/2024

  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 had granite installed by Colonial Granite on 12/15/2023 and paid the amount of $2676.00. Upon completion I noticed my kitchen floor was damaged from where the installers slid the refrigerator across the floor. I immediately reached out to Colonial to notify them of the issue, and I have been trying to get resolution since (see timeline of communications and emails communications attached) without success. I was asked to submit quotes for the replacement which I did and was told that their insurance carrier would contact me (they have not). I have continually had to follow up on emails that are never responded to and continually led on that they are looking into it or will contact the insurance company themselves. No resolution as of today May 2, 2024. I would like my kitchen flooring replaced and have provided them with two quotes of the cost.

  Business Response

  Date: 05/24/2024

  Dear BBB,

  Please be advised that Colonial Marble and Granite has opened an insurance claim on behalf of the customer with the installer's GL insurance carrier as a courtesy.  The customer should feel free to follow up and pursue this claim on their own accord moving forward.   The insurance company is Hiscox, claims phone number is **************, Insured Name is ************ Granite and Drywall, Policy No. is ACP CGL *******, and Insurance Claim File No. is 100.231.674.   However, in speaking with the installer who performed the work, the installation technician denies having caused any damage to the floor during installation and customer also signed a completion acknowledgment certifying the job was completed and there were no damages (see attached).   In light of this, it is likely the insurance company is going to reject any claims for damages after completing its investigation and evaluation of the claim.   At this point, the merchant, Colonial Marble & Granite, has fulfilled its obligations and must step away from the situation and allow the insurance company to handle the claim independently. 

  Respectfully Submitted,

  Colonial Marble & Granite

  Customer Answer

  Date: 06/07/2024

  [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: 21658516
  
  I am rejecting this response because:
  While I appreciate Colonial Granite finally opened an insurance claim (note they failed to provide a date for when opened the claim which was approx May 10, 2024), they have provided no reason for the delay of nearly 5 months to do so (I notified Colonial of the damage on December 15, 2023), nor have they apologized.   

  Additionally, I don't feel they are in the position to 1. take the installers denial of damaging the flooring as "truth" and 2. to speculate on what the insurance company's decision will be in this matter.  Lastly, the referenced document was not signed by the installer and I did not notice the damage to the flooring at the time as I was looking for visual damage to the granite and surrounding cabinets. I notified Colonial of the damage as soon as I noticed it, which was the same day of installation, December 15, 2023.

  I would like a reason for Colonial's lack of/delay in responding to my emails and filing an insurance claim.  A formal apology would be nice too. 

  Note:  This claim has not been resolved as of today, June 7,2024.  I am currently waiting on a response from the insurance company.
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/24/2024

  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 engaged the company to install countertops in my home and have paid for services that are not complete. I have attempted to contact the company on multiple occasions to get a resolution and have yet to be able to speak with a member of their leadership team to address this. During the course of time that has elapsed, I have taken 2 days of paid time off to be available for their team to show up. On both occasions they were no call and no show. This has not only cost me in paid time off but has also extended my project and will add additional cost from my contractor.

  Business Response

  Date: 05/09/2024

  Dear BBB,

  Please be advised Colonial's service department and the customer have been in regular communication with each other and I believe the parties are back on track with the resolution of the order.   The remaining window sill is scheduled to be installed on Friday, 5/10.   Please understand that customer's final pricing never included a 4th windowsill and in an act of good faith, Colonial has decided to waive the additional costs associated with the change order as well as cutting the customer's outstanding balance of $406.00 in half for services that have already been performed.   The resolution offer has been acknowledged by the customer as reflected in the attached e-mail thread.  Customer has also been informed that they will be required to submit payment for the new outstanding balance in the amount of $203.00 prior to the installation of the new window-sill.   In light of the foregoing, I kindly request the BBB reflect this complaint about our business have been effectively remedied by the merchant.

  Respectfully Submitted,

  CMG

• Initial Complaint

  Date:04/01/2024

  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.

  This countertop purchase was made through ********** and paid to the supplier/installer Colonial Marble and Granite. The installers came to our home to install the countertops on 3/11/2024. The were unprepared for the installation because the forgot to cut the hole for the prep sink and didn't have the professional measurements that were done to install. They wanted us to tell them where to cut it in the counter and they were in a hurry. They finished cutting the main sink hole out in our kitchen after they put the countertop in place, and they did not attempt to protect our home or its contents from the dust and debris. They then proceeded to leave without cleaning any mess that had been done to our home. It took us two days to completely clean up all the dust and debris from the granite. During cleaning, we noticed the damage to the refrigerator and dishwasher doors from the installation which was not present beforehand. They are saying they won't accept responsibility for the damage because they say we allegedly signed a paper that says there is no damage. On the signed acknowledgement customer signs for completion of work, and in no way indicates that no damage was done during the install, only that the job in installing the countertop was complete. We just want our appliances returned to the condition they were before the costly countertop installation was completed. we have attached the repair estimate as well.

  Business Response

  Date: 04/24/2024

  Dear BBB,
  

  Please be advised the customer's claim for any reimbursement for incidental damages has been thoroughly reviewed by both ********** and the *** of Operations for Colonial Marble and Granite, and the joint consensus is Colonial did not cause these damages.  First off, the customer signed both a Certificate of Completion and an Issue Report, neither of which reflects or identifies any damages in the home (see attached documents) at the completion of installation.  Secondly, the alleged damage is not indicative of any damage that would ordinarily result from a countertop installation.   

  The claim for any reimbursement continues to be denied as there is no evidence that these damages resulted from the work that was performed by the service provider.   This determination is also readily supported by the documentation signed by customer at completion of install.    

  Respectfully submitted,

  Colonial Marble & Granite

• Initial Complaint

  Date:03/26/2024

  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.

  Granite countertop was purchased through *********** MS ************* sourced the granite. Colonial Marble at **************************************************************, ************ installed the granite. After installation on February 28, 2024, the installers (headed by *************************** ************) wiped the countertops with a liquid that they poured out of a drink bottle. When I asked what it was, the gentleman who spoke broken English said it was a sealant. After they left, I realized that the streaks in the island countertop would not come out. I have been calling both the installer ***************************, as well as the Colonial Marble office in ***************. Over a dozen phone calls have been placed. It was requested that I send a picture of the damage, which I did on March 8, 2024. I have gotten no one to return my call, after leaving 6+ messages in the service and sales departments. If it cannot be repaired to remove the streaks, it needs to be replaced.

  Business Response

  Date: 04/01/2024

  Dear BBB,

  Please be advised that the concern the customer is having can be easily remedied by removing the extra sealer on the countertop and then resealing.  In speaking with the service department about timely follow-up and communication with the customer, they state they were not aware of any concern or issue the customer was having until the notice was issued from the BBB.
  
  Please know the customer has been contacted and the service is scheduled for ***** 3rd,2024 and confirmed with the customer, after of which we expect the situation will be fully resolved to customer satisfaction.

   

  Respectfully Submitted,

  Colonial Marble and Granite

  Customer Answer

  Date: 04/04/2024

  [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: 21491477
  
  I am rejecting this response because:
  I have documentation of the multiple messages left at Colonial. The sole reason the company responded was due to the BBB complaint. While the Colonial staff did come out on April 3rd as expected, the issue has not been resolved. The operations manager **** did call me last night and is working on the next step. He said he will call again today with more details.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/10/2024

  On April 10th, the operations manager viewed the granite this afternoon. He explained that the streaks/swirls are natural, are more prevalent in dark, polished granite, especially in sunlight.

  Please close this case. Thank you.

• 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