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Business Profile

Granite Installation

Northeastern Marble & Granite, Inc.

This business is NOT BBB Accredited.

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Complaints

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:02/26/2025

    Type:Service or Repair 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.
    The work fell short of expectations and did not meet contractual agreement. The business has failed to respond to requests to speak to management for reasonable resolution. On 7/31/24, a Northeastern Marble & Granite employee created a template for granite countertops, leaving a mess of hot glue on & in my new kitchen cabinets. On 8/20/24, 5 pieces of granite were installed improperly. Two pieces do not line up at the seam, leaving a gap on one side wider than the backsplash tile thickness. That piece was also not level but corrected on site after it was made clear to their installers it was unacceptable.Installers broke door frame woodwork, admittedly because they did not bring the adequate tools.I tried to overlook those flaws to move forward with renovations until my tiler pointed out inconsistent overhangs. The overhang varies as much as 1 within a 40 run. I brought my concerns to the shop and was told a shop manager would visit to assess. Instead, the template-maker arrived, unwilling to admit his errors, instructing me to either change my design plan, replace only smallest stone, or have all replaced. He left hostile & abruptly. With a significant number of careless errors made & concerns of competency, I again reached out to the office for resolution. The office employee offered to replace only 1 of the 4 improperly cut & installed pieces (which would damage replaced ******************** or alter my design plan with a small back piece. I requested a 50% refundan equal losssince I do not want to risk further damages to my kitchen (& the contract states they will not cover any damages or repairs when replacements are required). Additional professional opinions confirmed counters should be completely replaced.The office employee responded management did not find a 50/50 split to be a fair settlement and offered $500 refund (roughly 30%) although this has not been honored. I inquired who is & how to contact management 3 times with no response.

    Customer Answer

    Date: 03/11/2025

    I have not heard from the business in response to my complaint.

    It is disappointing that Northeastern Marble & Granite has not responded to customer concerns regarding workmanship and professionalism despite numerous emails and the BBB complaint. The business has failed to communicate by reaching out directly. 

Northeastern Marble & Granite, Inc. is NOT a BBB Accredited Business.

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