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Business Profile

Granite

Magma Granite and Marble, LLC

This business is NOT BBB Accredited.

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Complaints

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

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Magma Granite and Marble, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:04/25/2023

      Type:Customer Service 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.
      Date transaction 2/22/23 paid 7,242 3/20/23 3,900 The installers chipped the quartz and after several attempts, they couldn't fix the issue, even my lawyer called Paula Bullard that is one of the owners and didn't answer to our calls! This is the worst experience and horrible customer service that I had experienced!

    • Initial Complaint

      Date:02/10/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Purchased home in September of 2022 and ordered Quartz counter tops with waterfall sides for an island and a sideboard thru ****'s who sub-contracted the work out to Magma. A gentlemen came to our home to measure, and we waited about a month or so for the pieces to be made. They installer came and nothing fit because they were all over sized and too large for the counters. The quartz was returned, and the same guy came back out to measure again. Couple of weeks go by and they came out to install and still the sideboard pieces were too large based on the measurements. The main island the gentlemen stated was good, so they proceeded to mount it to the cabinetry however once they finished, they realized that the top was still too large for the cabinets; however, they had already glued everything down to the cabinets. (See photos) the Sideboard eventually after a third "3rd" measurement came and was perfect for the piece. The issue and the reason for this complaint is that the main island we were told not to sign any of the paperwork as the work was not completed to our satisfaction and the island sits incomplete. No one wants to own the issue or to resolve and every time we call, we are either given to a voicemail that isn't returned or they take our information again stating someone will call and NOTHING! We had a young lady we were dealing with at Magma (Rebecca P*******) however after a while she became unresponsive to messages. Every time we called there seems to be no management that would be available, and everyone was always in a meeting, or you were routed to a voice mail that was never returned. Please see the photos attached showing how the waterfall sides of the main island aren't even touching the cabinets but there are huge dollops of glue barely (used loosely) holding the pieces on, yet they want to get paid for poorly executed work. The last guy that came said not to sign paperwork and he would add notes....STILL NOTHING HAS BEEN DONE!

      Business Response

      Date: 02/23/2023

      Per our conversations in the past few days with Mr. ***** *****, we are working through resolving the issue and have discussed a clear plan of action with the customer. 

      We are gathering information to obtain proper tooling to use trim work. This will be a lengthy time consuming process however we are committed to resolving the concerns. 

      Customer Answer

      Date: 03/09/2023



      Our rebuttal to the company response:

      We are willing to work with Magma however the suggested fix is not acceptable in that it's not what we are paying for.  The suggestion was to just add  wood filler pieces to cover up the mistake of the Quartz not fitting/improper measurements from the gentlemen that came out to measure everything on multiple occasions.  I think the correct thing to do is for Magma to remove and fix the countertops according to the idea sold to us, what we expected to receive and also what we're paying for.  The suggestion of wood filler pieces is unacceptable as the pieces won't match the cabinets also that they are stating it will take longer to find the wood along with the equipment to perform this patch work fix.  We are not trying to be difficult but we thought we were getting a service that we did not and it seems as if what we're paying for is not what we will get which is very disheartening.  All we really want is to have our kitchen finished so that we can continue to invite guests over for our wedding that is planned for June 1st at our home but most importantly enjoy our home.  I hate that it's come to us having to have BBB to mediate this resolve but these 4+ months of waiting for the tops to then get them to have to return them and then fixed to then have them returned again and now the work being "BOTCHED" for a lack of better word with the company avoiding our calls and us feeling like we're getting the runaround so we are very unhappy with how all this has turned out.  It feels like the company doesn't want to work with us in trying to resolve this based on what the work should look like versus a patch fix and we are still paying full price for work that we thought we would get but aren't.

      Side note in all this was there was to be a 4" hole to be drilled in the main island to accomodate a pop-up outlet that was never added.  We had purchased the outlet and asked for the hole to be drilled but that wasn't done and once the counters were down we were told that it couldn't be done so we have paid for a pop-up outlet that just sits in our garage that we cant return as it was bought online and has passed its return time.  There are a number of things that have gone wrong in this process that we would really like addressed

      Again, we believe the proper fix would be to remove the countertop on the main island and start the work anew so that the counter and waterfall sides fit the cabinets as intended.

    Magma Granite and Marble, LLC is NOT a BBB Accredited Business.

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