Complaints

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• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Started a quartz job for me in my kitchen for my backsplash, island and counters. installed slabs incorrectly so the pattern/veins dont match up. When I called to talk with them about the problem and come up with solution ******* **** up on me and told me if I wasnt happy to sue them. The job looks horrible and they dont stand behind their work. Soap dispenser on quartz not even installed correctly and no one spoke English

  Business Response

  Date: 01/09/2025

  So first of all this color does not come available in book-match. Cambria only have 9 colors available in book-match (1 cm thickness only) and Everleigh is not one of them (**********************************************************************************). Since the main wall is 176" long not having a seam its impossible, matching the seam is not guaranteed, plus we have purchased 5 slabs in total to complete the whole job where the counters gets installed first and after its being in placed we templated for the full high backsplash. At this point we have what is left over of the main installation, so the amount of material available are limited. Here is some info about Cambria that we got from the website "Cambria is not a seamless product; seams are visible. Where there are seams, the product pattern and shade will change" (*****************************************************************************).
  The customer sign the contract agreement (attached), sign the check list of the completion of the job (attached) and Elite never refused to fulfill any of the customer requests, since on the original template date, the job wasn't ready (we did not charge a extra trip), one of the pieces down stairs the cabinet wasn't even finished and the sink the customer chose did fit in the cabinet so the customer had someone cut for him and we had to come for that piece as well.
  Also we saw that the customer complaint about the soap dispenser. Elite are not responsible for that, we only drilled the hole for that which is parallel to the main faucet that being all we had to do with this. We are not plumbers and for that so not being responsible for installation of faucets, soap dispensers and etc.
  Elite does stand of the right of not having to work with anyone who treated a employee as rude as Mister **** did. The job is completed at its 100% and for that is finished.
  We are available for any further questions you have

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22788395
  
  I am rejecting this response because:
  
  

  it has nothing to do with my complaint and you have not reached out to resolve my issues.

   

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/14/2025

  This job was fully completed based on the slabs the client purchased. However, she is dissatisfied with a specific seam in the full backsplash, which was necessary to complete the installation. Per our contract, clients who wish to be involved in the layout process must notify us in advance. Since we did not receive such a request, we proceeded with the best possible layout based on the material provided.
  
  While we are not opposed to modifying the area she is unhappy with, she would need to purchase an additional slab for the revision. The original slabs were used efficiently to complete the project, and without additional material, we cannot make further adjustments.
  
  To further illustrate, we are attaching photos of the completed project to demonstrate that all work has been properly executed, and there are no outstanding tasksthis is solely a matter of the clients dissatisfaction with the seam in the backsplash.
  
  That said, if the client wishes to move forward with the modification of the backsplash under these terms, we are willing to proceed in a professional manner. Please let us know how she would like to proceed.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22788395
  
  I am rejecting this response because:
  
  The counters and backsplash are the same material and the whole point of the design and install is for it to flow and not be chopped up or seamed. This was communicated and understood by both parties. We bought extra slabs over what we needed just for this purpose. For them to say its because they didnt know or I wasnt apart of the process is absurd. They are the professionals and it should have been layed out and installed correctly.  They made a mistake and dont want to take accountability. There has been no attempt by anyone at this business to contact me about resolving this issue since I made the complaint. 
  
  Sincerely,

  
  ***** *****

  Business Response

  Date: 04/14/2025

  The job at the clients property was completed in full. As previously stated and supported by the photos we submitted, there is no unfinished or pending work at the residence. The complaint is based on the clients dissatisfaction with the visual outcome of a specific area, not on any incomplete or defective work.
  
  
  We consider this matter closed and will not be returning to the property. There is no incomplete work, and no further action is required on our part.