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Business Profile

Granite

Primestones

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Granite.

Complaints

This profile includes complaints for Primestones's headquarters and its corporate-owned locations. To view all corporate locations, see

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Primestones has 2 locations, listed below.

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    • Primestones

      8870 NW 24th Ter Doral, FL 33172-2418

    • Primestones

      377 N Cleary Rd Unit 4 West Palm Beach, FL 33413-1622

    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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    • Initial Complaint

      Date:05/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I purchased a slab of granite to be pulled and delivered several days later. I walked a few doors down and discovered a similar slab for much cheaper. I immediately called prime stone and cancelled my order only to have them tell me that they were going to charge me ****** for a restocking fee. I disagreed with this charge and they said I had to talk to the manager who wasnt in. When I called the next day she was very rude and said it was on the contract that I signed. I looked at the contract, and in small letters on the bottom left it does say that. However, again, it was 20 minutes later. I filed a claim with PNC bank. The card I paid with. Every time I have called primestone to receive my refund, they tell me the mgr isnt in. Its been over 3 months and they still havent returned my $1712.07. Please help me retrieve my money. Even if I have to pay the additional ******.

      Business Response

      Date: 05/05/2023

      Dear *****************,

      As you know the contract you executed charges a 20% fee for cancellation, but you did not accept it and you processed a charge back with your credit card company which resulted in the debit of the amount paid in full to **, which is incorrect. We had the obligation to share the contract you signed  with the credit card institution to explain that we are abiding by the terms of our contract and that we could not issue a full refund, only an 80% refund to your order given our mutually agreed terms. 

      We are available to issue your proper refund, as we have explained to you already, which is discounted of the 20% fee. Please contact ** at *************************** for this procedure. We will also contact you once again about this matter.

       

       

       

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