Complaints

This profile includes complaints for Excell Granite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Excell Granite has 2 locations, listed below.

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  Excell Granite

  1921 5th Ave S Saint Petersburg, FL 33712-1323

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  Excell Granite

  PO Box 1051 Saint Petersburg, FL 33731-1051

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.

• Initial Complaint

  Date:08/11/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Switch and bait

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I put a 50% down payment ($3050) on granite and fabrication on Sat. 2/25/23. When I made the purchase, I specifically asked what would happen if I changed my mind, and was told by the salesperson that I would get credit towards something else. I had buyers remorse and called first thing the next business day (Mon 2/27) and asked to cancel. I was told by the owner that they would refund my money. My refund was $610 short because I was charged an administrative fee (of which I was unaware) according to the contract. I was NOT told by the owner that I would lose an administrative fee. I called and talked to the same salesperson to ask and she sent me a page on the contract explaining that. I was never shown that page when I signed, and a copy of that page was NOT provided with the photocopy of the contract I received the day of purchase. On the accepted page of the contract in MUCH SMALLER FONT there is a double asterisk next to my signature saying I read the back page and accepted the terms of the contract. Not only did I not see that, the owner did not tell me when she said she would refund my money that I would not be refunded all of my money. Had I known, I might have followed through with the contract. When the check for $2440 arrived, I called Excell Granite and talked to the same salesperson, who wasn't aware they didn't return the whole amount and said she would look into it. I was told the rest would be sent, I called again when it hadn't arrived. Finally, I called on Monday 3/27 and left a message that I felt I was getting the run around and would take action if I didn't hear from them, which I haven't.As an aside, the downpayment was 50% of $2400 worth of marble and $3700 for fabrication. At most, the marble was marked "sold" for a couple of hours before the store closed on Saturday since I called first thing Monday and asked to cancel. It was too early in the process to schedule the fabrication, so that was not even on their calendar.

  Business Response

  Date: 04/19/2023

  Business response taken verbally by BBB:

  We waived the administrative fee out of goodwill and issued a full refund of the deposit.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19872534
  
  I am rejecting this response because: I have not received the reimbursement check yet. When I receive the check I will gladly accept the response.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/10/2023

  This response was provided verbally to BBB:

  As of today, I have not received a check from the business.