Complaints

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

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  Bluegrass Marble & Granite of Richmond

  635 1/2 Big Hill Ave Richmond, KY 40475-2873

  
• 

  Bluegrass Marble & Granite of Richmond

  215 Big Hill Ave Richmond, KY 40475-2052

  
• 

  Bluegrass Marble & Granite of Richmond

  1491 W Highway 80 Somerset, KY 42503-3747

  

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:06/09/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Date of transaction-5/15/25.
  Cost-$4950.00
  Business-Bluegrass Marble and Granite, Richmond KY. Business committed to providing new granite kitchen countertops.
  The business REFUSED to resolve the issue.
  
  After my $5000.00 granite countertops were installed in my kitchen, we immediately noticed how crooked the overhang by the stove and refrigerator was. We also had 3 different contractors in our kitchen after installation and they all were able to see the crooked overhang without me pointing it out to them.
  I called Bluegrass Marble and Granit and asked them to come back and assess the installation. Instead of agreeing to that, they asked if I would send pictures. I declined that and requested again that someone come out to assess it. We never heard back from them so my husband went to their office and requested that someone come out to look at the installation. Lindsey was extremely rude to him and after much arguing, she finally agreed to send the owner Kevin Guzman out.
  When Kevin arrived, I could tell the minute he stepped outside his truck that he had an attitude. I greeted him at the door, introduced myself and he never acknowledged me.
  He measured the area that was visibly uneven, he acknowledged the discrepancy in measurements. However, he REFUSED to correct this. His next step was to place blame on us, he first stated that our cabinets were crooked, then said that our walls were crooked, therefore, none of this was his responsibility. I attempted to explain to him that our cabinets were not crooked nor were our walls crooked. If our walls and cabinets were crooked, causing the NEW granite countertops to be crooked, why wasn't our original countertops crooked?? When I questioned him about that, it was then that he just decided to leave.

  

  Business Response

  Date: 06/09/2025

  Please see the attached response to this review.

  Customer Answer

  Date: 06/23/2025

  
  
  Better Business Bureau:
  
  
  
  

  Hello, 

  
  

  I just received this response today and have reviewed it. 

  
  

  Please reopen this case. 

  
  

  I am willing to accept the offer of $1100.00, since he is unwilling to correct the issue with the countertop. 

  
  

  Please let me know how to proceed. 

  
  

  ****** ****** 
  

  Sent from my iPhone

   
  
   

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 06/23/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  
  
  ********** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.