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Business Profile

Tile and Marble

Modello Tile and Stone, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    A countertop, made out of eternal statuario polished jumbo 2cm Silestone made by ********* (manufacturer) and fabricated and installed by *********** and Stone **** developed a crack on 4/26/2023 after hot water spilled on it.I paid $2,212.60 per slab (purchased four) and $9,224 for fabrication and labor installation on 05/11/2022. I emailed Modello Tile and Stone and the manufacturer on 04/26/2023 and expressed how I find it unacceptable that a countertop made of Silestone, a material known for its durability and resistance, would crack under such circumstances. I filed a warranty claim with the manufacturer and a Better Business Bureau complaint with the manufacturer (#********).Upon physical review and inspection by the manufacturer, the manufacturer communicated on 7/05/2023 that the countertop was fabricated and installed incorrectly. Specifically, they determined that they could not approve the warranty claim due:to the missing radius in the worktop's corner. The inside corner of an L-shaped worktop must have a radius of at least 10mm. Another option is to utilize two pieces to preserve the 90-degree angle. The breakage is caused by the lack of radius, and we emphasize the need of rectifying it in the event of replacement to avoid having the same breakage.Upon request, the manufacturer provided documentation (Silestone worktops design and installation manual) which states on page 6 that [i]t is mandatory that any internal corner must be rounded. Inside Corners on L-Shapes must have a minimum 10mm radius.My warranty with the manufacturer has been voided by the failure of the fabricator and installer, Modello Tile and Stone, to adhere to published manufacturer guidelines.I have attempted in good faith to communicate several times with Modello Tile and Stone since the manufacturer determined on 07/05/2023 that the warranty is voided. Modello Tile and Stone hasnt responded since 07/12/2023.

Modello Tile and Stone, Inc. is NOT a BBB Accredited Business.

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