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Business Profile

Ceramic Tile Contractors

San Luis Marble

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ceramic Tile Contractors.

Complaints

Customer Complaints Summary

  • 3 total complaints 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 status

Complaint type

  • Initial Complaint

    Date:01/03/2024

    Type:Billing 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.
    On 7/4/2023 I purchased cabinets and countertops/backsplash through Home Depot. Home Depot contracts with San Luis Marble for all countertop and backsplash materials and install. The total of this transaction was $8,856.31 I believe $4800 was countertops/backsplash. Upon initial install the installers damaged the bases of 3 of my upper brand new cabinets and over cut outlet inlets on back splash, two spaces in counter top filled them with silicone and cut the inlet for sink crooked. They did remove complete project and reinstall. However, I am left with 3 damaged brand new cabinets and had other incurred costs due to delayed installation. I believe there should be compensation for delays and damages that were incurred from inadequate workmanship. The resolution that was offered to me was $500 Home Depot gift card. That doesn’t even cover the replacement of the cabinets that were damaged.

    I would like to discuss this situation further and have both businesses contacted regarding this situation. Shame on HD for contracting with a less then profession company and shame on SLM for having such low quality of work and customer service.

  • Initial Complaint

    Date:08/01/2022

    Type:Product 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.
    Last October of 2021 we purchased a piece of marble from San Luis Marble in Slo. They were to cut the marble to a 45" round and install it on a piece of plywood for our use as a dining table. The plywood underneath was instructed by SL Marble for us to provide as a base for the marble.
    The marble was glued on the plywood base and installed December 2021.
    In May 2022 we noticed that the marble had completely cracked down to middle of the table. We never dropped anything on it or did anything to it to cause the crack. On the contrary, we treated this marble table with kid gloves and extra care so it wouldn't stain: we never thought marble would crack.
    I contacted SL Marble for a solution: repair or replacement or anything as we spent over $4300 on product and installation. They sent over a total of 4 people to inspect the table, evidently looking for poor installation, however two of those "inspectors" implied to me that it appeared that the marble had a flaw in it causing the stone to crack.
    I spoke to the project manager that basically said"too bad. it was installed correctly. We don't guarantee anything else."
    Being a business owner we are appalled by the lack of integrity and the lack of trying to find a solution to an obvious inferior piece of expensive stone.
    If you buy a car and within a year a crack develops in a gasket or engine, the car company would repair it. A sidewalk that developed a crack within 6 months would be repaired by the installer. I would have at least expected for someone to work with me for a solution to our cracked marble dining table not just say "too bad".
    I would appreciate any suggestions to try to remedy this situation. thank you D***** ******

San Luis Marble is NOT a BBB Accredited Business.

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