ComplaintsforColonial Marble & Granite

• Initial Complaint

  06/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We need help in resolving an open complaint which was originally submitted back on November 11th, 2022 to Colonial Marble and Granite (CM&G). Our complaint concerns the purchase of a granite counter top for our kitchen island which was part of a larger kitchen order #****** which was installed on November 10th 2022. The total cost for the granite used for the kitchen island countertop was $805. We initially contacted CM&G's customer support on November 11th, 2022 to address a large defect in the piece of granite installed on our kitchen island. The defect is approx. 20 sq. inches and is situated prominently on the top surface of the granite. Per CM&G's instructions we emailed photos and a description of the defect on November 13th, 2022. CM&G scheduled a service visit to inspect the island on November 17th, 2022.During the visit the field service representative informed us that there was nothing he could do onsite to remedy the defect but that he would report back to customer service so that the claim could be escalated to resolve our complaint. Since that service visit we have made repeated attempts to contact CM&G customer support by phone and email to understand what that resolution would involve but to date we have not received any response or been given an adequate explanation of how the escalation process works. We were getting some feedback from the manager of the store where we made our purchase but he has since left CM&G and so we are depending on communication from CM&G corporate support. Most recently on 04/07/2023 we sent the CM&G client resolution manager a USPS certified letter detailing the complaint but have still not received any response. We are very much hoping that you can help us re-open communication with CM&G and after a six month struggle finally resolve our complaint.

  Business response

  06/02/2023

  Good morning,

  Our Service Department will reach out to this customer regarding their issues this morning.  We will offer **************** a remake of the affected island piece.

  Kind Regards,

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

  Chief Operating Officer

  Colonial Marble and Granite

  Customer response

  06/23/2023

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

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/05/2022 I ordered a Quartzite countertop with backsplash and a Bisque sink to match our Bisque tub and toilet which were made by ******. I paid deposit of $1000.00 toward a total bill of $2000.00. A template was designed by Colonial's employee. When the items were about to be delivered, I received a call to pay the balance before delivery and installation, which I paid an additional $1000.00. When the items were delivered, they could not be installed because of a mistake in the template measurements. I also complained that the countertop was not the same material I had selected. After agreeing to a new material choice, a new countertop was delivered and installed. The sink was not the Bisque color I ordered, but was white, and the countertop was scratched during installation, and the backsplash was cracked and poorly finished. I complained by calls and emails, but no one ever responded for over one week. Additionally, when I selected the new material I was advised that there would be a refund since the material selected was less expensive than the original choice.

  Business response

  03/10/2023

  Dear BBB,

  Please be advised all countertop and backsplash services needed to be performed have been completed for this customer as of March 9, 2023.   Attached is a signed copy of the Services Acknowledgment Form confirming customer satisfaction in this regard.  With respect to the bisque colored sink, also attached please find a screenshot of the Customer's order which reflects Bisque Rectangular Sink was allocated to this order and delivered to customer.   The sink model and color that was ordered by customer is the same that was delivered.   Customer needs to understand that the color category of "Bisque", like any color, may vary in shade from one product line to the next and Colonial cannot be held responsible for matching the customer's sink with their existing toilet and bathtub.   We will continue to work with the customer to try to find an agreeable solution to their issue, however there is no deceptive trade practice that was committed by the merchant under the facts.   The sink that was selected and ordered by the customer is the same that was delivered and installed.

  Respectfully Submitted,

  Colonial Marble & Granite

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order date: 7/09/2017, Colonial Marble, King of Prussia $525 + tax ****** ****** **** Pull Down S/S Faucet Faucet nozzle broke. I contacted ****** for a replacement nozzle with documentation of the sale and pictures describing the faucet. They determined the faucet is not their product. It is an inferior plastic model with no identifying product name.I contacted Colonial in person with all my documentation and spoke to *********************. ***************. She told me the product may have been discontinued (I contacted ******, the faucet was discontinued, but only two years ago) and they replaced it with what I have (without telling me). She also told me it was replaced with an ******* product, but there is no indication that it is an ******* product, plus it is plastic. . ***** is not returning my phone calls, which makes me wonder if this transaction was a bait and switch.I would like the $525, or a significant amount thereof, refunded to me, as the faucet they put in can't be worth more than a fraction of that amount.Customer: ********************* - ******** Order #****** Salesperson: *****************************

  Customer response

  04/01/2023

  On March 23 I got a phone call from ***** and his associate, ****, who would be taking over my claim.  They were going to research which faucet I actually received and **** would get back to me.  I did not hear from him, so on March 28 I left a voice mail for **** to call me.  On March 30 I received a call from ***** and we reviewed the situation yet again. I sent her pictures of the faucet I have and the one I ordered, yet again. She was going to look into which faucet I actually received.  She is the fourth person I have dealt with.

  Aria did tell me that sometimes, if the faucet that was ordered is not in at the time of installation, they may put in a temporary faucet.  If this was the case, I was not apprised of this, nor was the temporary faucet traded out for the one I ordered.

  The people I have dealt with have all been polite and seemingly willing to help, but I feel like I am getting the run around.  **** has been the most helpful, but it sounds as if she is under management's thumb.

  ***** had asked me how I would prefer to settle this.  I told him I would like a refund.  I have lost confidence in this company, so I do not want them to replace the faucet and I don't want to pay a plumber to install a new one. Given that it appears I may have a cheap temporary faucet, I would expect close to a full refund.

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

  Business response

  06/01/2023

  Good afternoon,

  In response to complaint ********:  Upon review of our internal records, it does appear that an incorrect item was supplied to ****************** order.  We will contact her tomorrow 6/2 to propose that she choose a new faucet up to the cost of the original ****** selection and we will supply and install this faucet at no cost to her.  If she has already replaced the faucet, we will engage in conversation with her regarding an agreeable refund amount.

  Kind Regards,

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

  Chief Operating Officer

  Colonial Marble & Granite

  Customer response

  06/02/2023

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

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/24/23 I went to the Colonial store at *************************** in King of Prussia and signed an order to purchase a quartzite piece for our kitchen. The total charge was $11,810 and the vendor required a $2,000 deposit which I paid using my credit card. The $2,000 was charged to my account on 1/24. On 1/26, under the vendor's 72 hour cancellation policy we contacted the salesman through email and cancelled the order and requested the $2,000 be returned. The salesman ignored our request in his email response. I emailed a 2nd time with the same request to the same salesman and was ignored again. I called the store on 2/1/23 and asked to speak to the *** and left my contact information for him to call me back, which he did not do. Instead the Sales Manager (*****) called me within an hour of my call to the GM and he promised I would get my refund within 7-10 days. As of today I have not received the $2,000 back as a credit on my account. I find the salesman's refusal to honor the vendor's own policy illegal and I find it ridiculous that upon proper notification my account wasn't credited that same day and has yet to be credited, despite the promise of a management person.

  Business response

  02/14/2023

  Dear BBB,

  Please be advised the refund for $2,000.00 was processed today by the accounting department.  (See attached refund slip).  Per the Consumer Protection Act, refunds due back to customers shall be provided for within 10 business days of receiving Notice of Intent to Cancel.  The Order History for this customer indicates Notice of Cancellation of having occurred on 2/2/23, in which case today's refund falls on the 8th /9th business day.   In light of the foregoing and supporting documentation, kindly reflect this matter as having been resolved favorably by merchant.

  Sincerely,

  CMG

  Customer response

  03/09/2023

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

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a countertop scheduled to be installed in October of 2022. Colonial Marble and Granite removed my countertop and then found that the measurements were done wrong so when they came to install the countertop, it did not fit. There was no longer anymore of the same marble material so I had to select a new material. However, Colonial Marble and Granite continually delayed the installation so that I had NO COUNTERTOP AND NO FUNCTIONAL KITCHEN FOR 1 MONTH!!!!!! They didn't care and would not even return my calls or take the initiative to reach out to me to alleviate the problem. I finally was able to resolve the problem and they installed a new countertop after a month and I was told that they would provide a discount based on my inconvenience, and that they would reimburse me for this amount. However I never received this and when I tried to get info on this. I was ignored and calls were never returned. This is a terrible company and I would not recommend using them.

  Business response

  01/30/2023

  Dear BBB,

  I have investigated this customer's order history and concerns and have spoken with Colonial's service team regarding their past conversations and interactions with this customer, none of whom recall making any assurances to grant additional compensation related to installation delays or customer inconvenience.  Customer was due back a refund of $841.60 after install was completed which represented the difference in pricing for the material that was selected for the countertop remake versus the pricing from the original selections.   Customer did receive this amount in early December by way of direct credit to customer's credit card used at time of purchase.   At all times during this installation, Colonial was operating within its contractual right to cure period and Colonial's sales order forms also contain a Limitation of Liability clause excluding recovery for damages of this nature.    Attached for your reference is a copy of the signed customer agreement with relevant sections highlighted on signed terms & conditions.  In accordance with the foregoing, I hope you can understand and support the merchant's position at this time that no additional monies are due back to the customer.

  Respectfully Submitted,

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

  Corporate Counsel, Colonial Marble & Granite

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an awful experience with Colonial Granite and Marble. To summarize, they canceled on me multiple times, and were rude/unresponsive when I tried to reschedule. When they finally did reschedule, they cut the stone incorrectly and forgot pieces of equipment, so had to come back multiple times. I reached out to Colonial and eventually was put in touch with a customer service representative named Nick S*******. I explained the situation to him in greater detail. He and I had a handful of conversations, and during a phone conversation on 11/10 he explained that Colonial would be processing a credit of $350 for the inconvenience caused during the installation process. I have emailed/called him multiple times to follow up, but he has yet to respond. I also asked Nick to confirm that brackets are not needed for my countertops, but he has yet to respond. The gentleman from Colonial who came out to measure for the template said that I would need brackets, however; the installation team said they forgot them. No one from Colonial has gotten back to me to address these concerns, and I would like it in writing. I feel that they are not talking me seriously given my age, and need assistance getting a response from them. I am not one to file formal complaints, but just want what I was promised so I can put this awful experience behind me.

  Business response

  12/12/2022

  Dear BBB,

  Please be advised that customer's desired refund of $350.00 has been processed and directly credited to her credit card as of December 12, 2022.   Kindly reflect this matter as having been resolved to customer satisfaction.   Attached is the credit receipt confirming the same.

  Respectfully Submitted,

  CMG

  Customer response

  12/13/2022

  [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

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6 November, I purchased a granite slab (Order #******) from Colonial Marble and Granite (CMG) for a bar top. I paid a deposit of $1,597.05 and after the bar templating process completed on 29 November, I was informed that I owed a balance of $2,949.05 which was paid by credit card on 30 November. I was scheduled to have the bar top installed in  my home on 6 December. When I called CMG about the installation time on 6 December, a customer service representatives informed me that my order had been suspended. I had never been contacted by Colonial about any issue with my order nor informed of the suspension. Another associate called me about a half hour later to indicate that she had received an email notification about the suspension on 5 December and failed to communicate that fact to me. She further stated that the reason for the suspension was that I had not selected a slab. When I pointed her to the sales agreement, she acknowledged that I had indeed selected a slab, that the number was in two places on her copy of the agreement and that she saw the number in the companys computer system related to my order. She shared that she would further investigate the matter and committed to call me back within a half hour. Three hours later and having received no call, I called again and asked to speak to a company manager. I was told the manager **** was on the floor and would call me back before the end of the day. That call never happened nor did any other form of communication from anyone at Colonial. I then sent an email to *****************************, the sales person who handled my order, and requested a written explanation about the reasons for the delay and any proposed remedy Colonial wishes to put forward by Wednesday, 7 December. i have received no communication and feel the company will not act in good faith and has irreparably breached the agreement.

  Business response

  12/16/2022

  Dear BBB,

  Please be assured I have thoroughly investigated this matter and the circumstances behind the delay which have given rise to Customer's complaint.   Customer is correct that he did tag his slab at the time of sale.   However, when the sales representative recorded the order in Colonial's internal software system she mistakenly recorded 2 slabs as having been tagged and allocated to the order.  On December 5th, Colonial's shop manager received the order to begin fabrication and was unsure as to which slab should be fabricated, at which point he placed the job on temporary hold until this detail could be confirmed.   As it also so happened, the sales representative for this customer was experiencing a medical issue during this week and could not be reached to resolve the issue at that exact moment.   When the sales rep returned to the office 3 days later on December 9th, the issue was rectified but the customer was unwilling to move forward with Colonial claiming bad faith.   In my view, this complaint is the result of an innocent administrative mistake compounded by the unavailability of a sales representative for 2 or 3 days that led us to this point.   Colonial is sorry for the error, but the reason for delay was out of abundance of caution and for a justifiable purpose that does not rise to the level of bad faith.   Furthermore, as a service provider, Colonial Marble & Granite's contracts do not contain "Time is of the Essence" clauses and installation dates are never guaranteed.    We hope you'll agree that the actions of the merchant were reasonable given these set of circumstances.   

  Respectfully,

  Colonial Marble & Granite

  Customer response

  12/19/2022

  [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:

  Colonial Marble and Granite did not address the company's failure to communicate ANY information with me about the status of my order -- from 5 December, when the shop manager put the hold on my project until today when I received the response from Colonial through the BBB.  That failure to communicate any information directly with me -- THE CUSTOMER -- constitutes bad faith on Colonial's part.

  Colonial representative *****************************, CAD Department, had no trouble communicating with me by email on 30 November 2022, that I owed a balance of $2949.05 after the templating process completed.  Further, he communicated:  "Be advised that if we have not received a response by close of business tomorrow, 12/1/22, your project may potentially be delayed, and WE CAN NO LONGER GUARANTEE YOUR SCHEDULED INSTALLATION DATE (emphasis added)."  He also stated in his email, "As a courtesy, I will also attempt to reach you via phone to communicate this message if possible..."  So when Colonial is seeking payment from me, company representatives can reach me via email and by telephone.  They can even acknowledge that I had a scheduled installation date.  However, they cannot communicate with me about a delay in my order nor respond to my numerous telephone requests for more information on 6 December.  It simply defies belief and applying Occam's razor, it is clear that Colonial does not conduct business in a transparent and honest manner.

  Further, if **********************, the salesperson who handled my order was out of the office due to illness, what was stopping the shop manager from contacting me about the problem?  From asking me if I would come in and identify the slab I had selected?  From simply explaining, the reasons for the delay?  What was stopping anyone from calling me on 6 December to explain what had occurred or sending a written response to my communication seeking clarification of what happened?

  I laughed when I read about the Colonial representative's "Time is of the Essence" snide remark.  Apparently, the company does not believe that its customers are entitled to know the status of an order or of the reasons for not meeting a commitment to deliver that order.  It is also clear that Colonial has no issue exerting its influence to get a response from customers when its money is on the table, yet expects the customer to allow any amount of time to pass without any communication or details associated with an order.

  And most importantly, Colonial's representative clearly does not believe that the lack of communication represents an error.  The only error the company representative cited in the response was "an innocent administrative error compounded by the unavailability of a sales representative for 2 or 3 days."  That statement speaks volumes about Colonial's level of customer service.

  So I remain firm in my belief that Colonial is acting in bad faith, and I still aim to cancel my order with the company on that basis, particularly since the company's response acknowledges that the slab was not fabricated.

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

  Business response

  12/27/2022

  Dear BBB,

  Colonial Marble & Granite stands by its position that there was no bad faith or conduct of the merchant that would justify a recission of the contract.   While customer feels the communication should have been better from Colonial in order to keep the customer informed, I don't believe it rises to the level of egregiousness that a ruling authority would believe the contract had been effectively breached.  Nonetheless, Colonial Marble & Granite is going to accept the customer's chargeback of the order from their financial institution (Less the $200.00 in home measurement fee) and will agree to part ways.

   

  Respectfully Submitted,

  Colonial Marble & Granite

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the financial resolution is satisfactory to me. 

  I do object, however, to the continued characterization that the complete lack of communication from the merchant did not rise to the level of bad faith.  If a merchant has committed to a delivery date and completely fails to communicate the reasons for changing that commitment to the customer along with details about when the customer will receive a purchased item, that is an act of bad faith.  Stating otherwise implies that merchants can take their customers' money, fail to deliver the purchased item, ignore customer requests for details and fail to communicate with the customer -- all without consequence.  Such a relationship imbalance places the customer at the whims of the merchant, and that is completely unacceptable.

  I further do not believe this matter would have been settled without the intervention of the BBB and the Pennsylvania Office of Attorney General, Bureau of Consumer Protection.  Thank you for your assistance which I very much appreciate!

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

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See photo of timeline, begins March 2021. We have since gone into Colonial Marble to speak to *********************** on 9/15/22, Colonials Resolutions Assistant. In working with her, she assured us for $500, someone would come out to address the problems and our account would be cleared. After we spoke 3x post in-store visit, I could no longer get in touch with her and received help from the billing department from a ******. She finally linked me with *********************, who provided an unsatisfactory written agreement, which only partially addressed the areas of installation concern for which we seek actionable solutions.

  Business response

  11/01/2022

  Dear BBB,

  Please be advised this matter has been resolved with the customer.  Colonial Marble & Granite has given this customer a 5 year service and repair warranty on their countertop and have also waived a remaining balance that was due in the amount of $2,339.00, which represents over 50% of the total order cost.   Customer was satisfied with this resolution.     

  Respectfully Submitted,

  Colonial Marble & Granite

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They installed a granite countertop 3/2/2022. They put a hole in drywall at installation. I have called 14 times. Nobody calls back.

  Business response

  10/12/2022

  Dear BBB,

  Please be advised that we are waiting for the customer to provide a quote for the cost of repair for the wall damage.   This has been requested multiple times.   Once this has been received, we can properly evaluate and make settlement with the customer. 

  Respectfully Submitted,

  Colonial Marble & Granite

  Customer response

  11/04/2022

  Better Business Bureau:
   
  We reached a settlement. Thank you. 
  *************;
  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. ↩