Complaints

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:02/08/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Last December, 2023, I asked this company if they can come to my kitchen to enlarge my sink cut out and replace my smaller sink with a bigger one. I told them that the work must be done in my kitchen due to the permanent bonding of my countertops and with full backsplashes. They sent a guy over to scope out the work and take measurements. After a few rounds of telephone exchange, they said they can do the job onsite. Before they come to do the work, they require that I have a plumber disconnect all plumbing from my existing sink. They sent me a contract, which I signed and returned to them. On the day of the job which was Feb 2, 2024, I took a day off from work to be available for this project. Around the time that they promised they would show up, a guy in their office called me and told me that they won't be able to do this job onsite due to technical difficulties. To prepare for this project, I had already bought a new sink, I had already taken time off and hired a plumber to disconnect all the plumbing under my sink, and I had covered my entire kitchen with drop sheets. Essentially, now I don't a kitchen that I can use. Why didn't they tell me that they cannot do the job earlier, before they sent me the contract to sign? They should have told me that they couldn't do the job after their estimator came to survey the job site, which happened long before I signed the contract, long before I bought a new sink, and long before I had a plumber disconnect plumbing, and long before I took time off from work.This company's carelessness and indifference to all the prep work I did caused me a big headache that I had to deal with. Their insensitive action on the day of the project prevented me from using my kitchen sink until I got my plumber back to reconnect plumbing to my sink. I am seeking to have this company reimburse me my plumbing fees.

  Business Response

  Date: 06/25/2024

  ---------- Forwarded message ---------
  From: ********************* <********************************>
  Date: Tuesday, June 25, 2024 at 3:33:59 PM UTC-4
  Subject: RE: Discover Granite & Marble of VA, LLC
  To: [email protected] <************************************>
  

  
  
  

  Dear ***************** / ***,

  We sincerely apologize for the inconvenience and frustration you experienced with our company. It's disheartening to hear that our actions caused you such stress and inconvenience.

  After carefully assessing the scope of the project, our team realized that the sink replacement couldn't be completed onsite without removing the countertops entirely. While cutting the countertop itself wasn't the main challenge, the significant amount of dust generated during the process was a concern, particularly given your repeated inquiries about it. This raised our awareness and prioritized your satisfaction as our top priority.

  Through several internal meetings involving our fabrication and installation teams, including a final consultation with our installation crew, it became evident that the job couldn't be executed to our standards without removing the countertops. Additionally, there were concerns about the exposed sink attachment grooves, for which we couldn't find a satisfactory solution without compromising the integrity of the installation.

  While we understand the frustration caused by this change of plans, we ultimately made the decision in the interest of maintaining our professional standards and ensuring that we didn't create further complications or problems in your home. We genuinely did not want to proceed with a job that could potentially leave you with larger issues to contend with.

  Once again, we apologize for any inconvenience this may have caused you. If there's anything we can do to make amends or assist you further, please don't hesitate to reach out to us directly. Your satisfaction and trust are of the utmost importance to us, and we appreciate your understanding.

  Sincerely,

  Discover Granite and Marble

  Customer Answer

  Date: 06/26/2024

  [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: 21263861
  
  I am rejecting this response because:

  While I understand the merchants reason to not proceed with the job, the merchant did not offer to reimburse me the plumbing cost resulted from the merchant backing out of the project on the day they were supposed to show up.
  
  Regards,
  
  *****************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/27/2024

  I do not question the merchant's need to determine whether they can proceed with the work I had asked them to do. It's the act of cancelling the job on the day they promised they would show up to perform the work that caused me to not have a useable kitchen that I am complaining about. They should have determined that they cannot do the job before they sent me a contract to sign. The merchant should reimburse me for my expense to reconnect my kitchen plumbing.

  Business Response

  Date: 07/01/2024

  Thank you for bringing your concerns to our attention and for your patience as we address this matter. We sincerely apologize for the inconvenience and disruption caused by the cancellation of the job on the scheduled day.

  We understand that the timing of our cancellation left you without a usable kitchen, but if did not make that decision, you would have to pay a lot more to remove and replace your existing countertops. That would leave you without a kitchen for a longer time period, we take full responsibility for not determining sooner that we couldn't proceed with the job. This oversight on our part has clearly impacted you, and we regret the distress and inconvenience it has caused.

  To help rectify this situation, we would like to review the expenses you incurred for the plumbing services to reconnect your kitchen. Could you please provide us with the receipt and the total amount you paid for these services? Once we have this information, we will review the service fee and receipts and do our best to reimburse you for the expense.
  We value your feedback and are committed to making things right. Please email the receipt and any additional details to ******************************* or contact us directly at ************.

  Again, we apologize for the inconvenience and appreciate your understanding as we work to resolve this issue.

  
  

  Customer Answer

  Date: 08/02/2024

  Per the merchant's response, I will email the merchant a receipt of the unnecessary plumbing cost that I incurred.

  Customer Answer

  Date: 08/08/2024

  Per the merchant's instruction, I emailed the merchant a receipt of the plumbing fee that I incurred in this dispute. The amount was $205. The merchant then acknowledged receiving the receipt. I will see if they follow through to reimburse me this fee.

  Customer Answer

  Date: 08/27/2024

  The merchant asked me for a receipt of my plumbing fee. I replied to the merchant with my receipt of the $205 plumbing fee. The merchant then acknowledged having received the receipt I sent. I have yet to receive a check from the merchant. I have just emailed the merchant about not receiving the check yet. I will wait for the merchant to respond.