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Business Profile

Countertops

Castelli Interiors West Coast Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Castelli Interiors West Coast Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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:08/20/2024

      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.
      Castelli Interiors installed MSI Quartz damaged slabs in my kitchen. The *** (manufacturer) agreed to replace the damaged slabs free of charge. Castelli got the credit from *** but refuses to install the slabs free of charge. They want me to pay another $2000 for them to install. I already paid them $8400 for the 1st install which was sold as Quartzsite and ended up being marble which started to scratch and etch. Castelli misrepresented the slab as Quartzsite and not marble which does not do well in kitchens. After sending out their fabricator to verify a mistake was made and the slab was not Quartzsite sold to me, they agreed to replace free of charge. But now the new product, MSI quartz, was installed but damaged and Castelli refuses to replace for no charge. It is not my fault the product was installed damaged. According to the manufacturer, MSI Quartz, Castelli is responsible for accepting the damaged slabs upon delivery before installing. *** is willingness to replace slabs free of charge is great but useless to me if Castelli is charging me another $2000 to install. Castelli have been one nightmare after another starting off with misrepresenting of first product and claiming not knowing it was marble! Again, not me, the customer's, fault. I would like ******************** to give me my full refund of $8400 and to remove the damaged product slabs. They offered me back only $2000 which leaves me no where.

      Business Response

      Date: 09/13/2024

      To Whom it May Concern, I am so very sorry that **** ***** has grossly misrepresented the facts in this transaction and why the Castelli Interiors West Coast took the steps that it did to rectify the issues.

      1. I originally sold **** her slabs and tagged them for her. These were the very slabs that she selected. We did her templates, cutting, fabrication, delivery and installation. The installation was beautiful, and she paid her full balance. She acknowledged that she accepted the install. Truth is she did actually buy quartzite, and quartzite is what was delivered and installed at her residence. She began to complain relentless a while after installation. She said she had at least 6 witnesses that I had sold her Marble instead of Quartzite. I asked if it had been in fact tested and analyzed and the results was Marble could she please send me the results. She never produced any such evidence. Castelli Interiors West Coast,*** owner is a Gemologist and has been in the slab/countertop business for over 40 years. We delivered her and installed for her what is known as a soft quartzite. Matter fact if she had in fact received Marble, she got a bargain! Which would have cost much more!

      2. The owner and I went to **** ****** home and inspected the stone and installation. We found nothing wrong with either the stone or the installation. Any stone will stain or leave water marks if spills or material remains on the stone for long periods. We always recommend the use of Coasters. In the end the owner to help me out and in a move of good will and customer service, decided we would replace her tops for her at no cost. There was never anyone said oops we installed the wrong stone or that we agreed in any way that we had installed Marble! We are a good and honorable company, and she has twisted our intent.

      **** the new/reinstall we allowed her to pick any material that she desired as long as it was within the same price range as was originally installed. By agreeing to allow us to do this for her at no cost whatsoever, released Castelli Interiors West Coast, *** of any further liability whether inferred or actual. She Picked two stones from MSI known as Sparkling Black and I provided a Quartz known as Calacatta Black for her island. She also received an Upgraded sink, that I sold her at wholesale, but never paid for. The stones ordered from *** were delivered directly to our fabrication facility. So, I will clear up the next Myth. The stones were not damaged! Damage that we check for is chips, cracks, and breaks in the stone. These stones had none of that. End the end what she is referring to as damaged is in the pattern, flow, and actual manufacture of the stone. This is not damage, it is superficial appearance flaws, which nothing was said at installation. Superficial appearance flaws are not the responsibility to detect or inspect by Castelli Interiors West Coast Inc. I directed her to *** customer service and had **** **** my representative come out to inspect her slabs. *** decided there was a mill-run defect in appearance only. They in turn credited my account with *** for these two slabs.

      4. **** ***** decided that she wanted me to get the two slabs and have them installed. This would involve the company to go out and remove the existing material, disconnect plumbing, and haul away and dispose of. Receive the replacement stones, template again, cut fabricate, edge, delivery and install again with another new sink. I gave her a quote of $3300 labor only to complete this task. She said that she in no way could afford this. That if we were an honorable company that we would do this all for free again. Castelli Interiors West Coast, *** is not in any way responsible for her materials not being to her satisfaction. An in no way feel responsible to provide her with another full install with everything being free again. Our owner finally said we would do this a reduced rate of $2000.00 if she paid upfront. She once again said that could not afford this. I offered to give her the amount of credit on my account from MSI which is $2052.00 to her, and she could come by and get a check. Or we could get the credited stones for her and deliver to wherever she chose. We are in no way responsible and will not claim any liability to do anything further at her residence at no cost.

      Sincerly,

      *** *****

      General Manager of Sales, Design, and Project management

      Castelli Interiors West Coast, ***.

      *****************

      *****************************

      ************ mobile

      *******************************************************************

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