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:18/11/2022

  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.

  We bought a quartz countertop from this company in February 2022. It began showing permanent stains in the first week. I contacted HGB who said to use dish soap. This did not work and the countertop began looking like it was really old and not brand new! I tried all kinds of solutions to lift the stains but nothing worked. HGB visited our home and was also unable to fix the problem. The quartz supplier, ********, also tried various solutions before accepting the defect and agreeing to replace the quartz for free. Although it was clear to HGB that there was a problem, they refused any compensation beyond 10% off reinstallation of replacement quartz which was $4000. We feel they should pay the full installation fee as they sold us a defective product. They argue that the installation was perfect and its not their fault the quartz is defective. We think they need to stand behind any product they sell! They should be dealing with ******** to pay their installation costs. We have now paid a total of $12,000 for this countertop! The initial cost was $8,000 plus $4,000 for the replacement installation. This company was impossible to deal with. They would not negotiate at all and dragged their feet while we tried to come to a resolution, they did not return calls and we had to keep constantly contacting them. We want them to cover the costs of fixing this problem and are angry that they have not operated in good faith.

  

  Business Response

  Date: 15/12/2022

  Hi BBB Review team.
  

  I am writing this email to explain what really happen at ********************* 's kitchen countertop replacement project:

  We finished installation ****** and ********************* kitchen countertops, ******** Antique quartz, leather finish, on Jan 20, 2022. Everything went great, our clients were so happy after final inspection, and paid in full after.

  Six months later, on July 21, 2022, **** called and complained about some dusted marks on the countertop. They said the marks happen at the area they normally use for making dough for bread, with wheat powders...We explained with leather finish, dark color, the white powder will get into that rough surface and hard to clean out. But it looks better after we did some cleaning.

  They get back to us on Sept 13, 2022, after couple inspections and cleaning attempts, done by our supplier ******** and our technicians, they said they want to replace the countertops. our supplier gave them option to have the money back for the quartz, which is about $1100 for that island with the ***** **** and ****** said they want to replace with different quartz name Vortex, ********. Again, our supplier said they will provide 2 slabs for them, and with option they can take credit for the value of those 2 slabs for about $2000, or get ********* to come and replace the whole kitchen and desk counters.

  **** and ****** wanted replacement. We sent a replacement quote with some discounts to them. I discused with **** many times and he is happy to do it for $3775 + gst.

  Again, the kitchen, island and desk countertops were done with new quartz Vortex. They are happy with our replacement and paid for the balance.

  **** and ****** are happy again with the new color they like. And now we have this complaints which i dont understand why.

  Please get back to me if you have any other questions or concerns about this.

  best regards,

  *************** - *********

  Customer Answer

  Date: 15/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: the information from ********* is incorrect and does not address the main issue which is: they sold us a defective product and would not replace it without full cost of re-installation.

  It is true we were happy with the original counter the day it was installed but during the FIRST WEEK marks began showing that I could not remove. I called ********* that first week and was advised to use dish soap. This did not work. After several calls the owner finally came to see what the problem was during the summer.

  He acknowledged the marks from daily use and was unable to find a solution that would clear the stains on the counter. He kept saying the defect was nothing to do with him. He is only the installer he says. We say he sold us a defective product and should replace it free of charge. He also lied in his response as I was not told that wheat flour would affect the quartz. I don't think he even knew that would be a problem until it occurred on our island. At one point, I spoke to a member of the *** team and when I explained then problem they told me the counter top was not food safe because you wouldn't use it in a restaurant! I bake constantly and also make sourdough bread regularly and use the countertop directly for rolling out dough etc. This was made clear when I purchased the quartz initially.

  I want ********* to agree they sold a defective product and pay the installation cost in full. This is not our fault. As a business owner, he needs to be willing to replace products he installs that are unsatisfactory.
  
  Sincerely,
  
  *********************