Complaints

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:03/15/2023

  Type:Delivery 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.

  A few months ago I went into Credit River to order counter tops for my kitchen and bathroom. The bathroom style I picked out had pretty glass shards in it that looked like little mirrors. The piece that they showed up with was a solid color. I said that that was not what I ordered. They said I did. I said if I have to, I will buy another counter top. I did not order the one they brought. I went out to the store again and settled for a counter top that didn't have as many glass 'shards' but I said okay. I settled. When that piece showed up there were no shards. Once again not what I wanted. In the kitchen I thought I ordered a speckled top with browns. I got grays. I accepted that because I could live with it even though it was not what I ordered. Two times the salesman said he sent what I ordered. I have a picture of what I ordered at the counter with the salesman's shoe in it. I know he was standing there when I placed my order. I sent a letter to the owner or GM, not sure. He wrote back that the salesman insists that he sent the correct materials. He also said that they were taking measures to make sure it doesn't happen again. Then no further contact. Absolutely nothing about what can we do to make this right. Never once admitting that they may have made a mistake when it was in a photo in living color.

  Business Response

  Date: 04/11/2023

  I spoke to the customers contractor who's done work for her for over 10 years. He said that she never complained to him once about the kitchen countertop color. She only mention was the vanity top. The customer did not pay to have the top re-made. The first color on the vanity was my mistake. I had taken a photo of the "White ***** quartz color sample, so I knew what she wanted for the vanity top. I should have taken a picture of the back of the sample that shows the manufacturer. We had another quartz manufacturer that used the same name. That is where I made the mistake. The white sand I ordered was a Daltile One Quartz color and then one she picked on out was white sand made by Aggranite. So, in the beginning, I explained that I did have the color correct. Once I realized the mistake, I had her stop back into the showroom as I wanted to make sure to have her show me the color she wanted in person and not over the phone. She did stop back into the showroom and selected another (different) color, MSI Chipped Ice. I did not make her select any color from a group. She could have selected any color. We made the new vanity top at no charge to her and installed it in her bathroom. The kitchen countertop color was also in the picture she referenced along with the sample of the white sand. The kitchen was done exactly with the color she chose. I also sent her contractor the initial price for the kitchen & vanity with the color choices she made. Her contractor told me that the kitchen color was what I had priced for him at the request of his customer. He's frustrated that she did not come to him and say anything about being unhappy. He's currently working at her house on another project so It's not like she does not see him. He told me that you're free to contact him and he will gladly vouch for Credit River Granite and myself. His name is *********************** - ************ - cell phone.