Complaints

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• Initial Complaint

  Date:06/22/2023

  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.

  I took a wood template to builders warehouse to be cut in granite that I picked out at the store, when picked it up the new piece of granite was wrapped to the template I took in, the entire new and old were wrapped together so it looked like one piece, when I unwrapped them the granite fell apart and was in 3 pieces. I called builders warehouse and spoke to the manager ****** and told him what happened, he called me a liar and told me I broke it and that I had an accident, then he told me I held it wrong. I told him there is no damage to the granite, if I damaged it there would by evidence of that, there is only the cracks where the granite cracked, I did not drop it or bump it. ****** told me I am uneducated and that he makes all decisions and would not help me. If I get no help from builders warehouse I will dispute the transaction $97.76 with my credit card company. ****** would not give me his bosses name, I tried to look up the owners online however could not find anything. ****** told me he makes all decisions at builders warehouse. I dont trust going back and dealing with ****** because of the way he spoke to me. I simply want my money back. I have been a customer of ******************** for over 20 years and have done a lot of business with them and never had a problem until now. I dont think I can ever go back. I gave ****** a chance to make it right and he was very disrespectful.

  Business Response

  Date: 06/28/2023

  Attached is document explaining what took place and why no refund is due or product replaced. 

  Business Response

  Date: 07/02/2023

  attached is the response submitted for second time as we received second letter June 2 2023.

  Customer Answer

  Date: 07/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: ****** is not telling the truth in several places in his version of the story, I did not yell I raised my voice to ask him to stop yelling at me and putting me down because of what I did for a living, he asked me what I did and I told him I owned dry cleaners in other states.  I am not a contractor and the persons name on the order is my Mothers name who lives with me here in *************.  We have had builders warehouse do some of the granite in our kitchen, our kitchen sink and every window sill in our house that has granite builders warehouse did.  If he needs to look up orders over the past 25 years he will find them under ***************************, ********************* and *********************.  I dont know why that matters however he kept asking me if this was the first time Ive done business there.  Hes very rude and has no business dealing with customers, he called me uneducated several times.  I never swung the granite and I did not cut the plastic wrap, I unwrapped it and when I lifted it it was in 3 parts.  ****** told me I dropped it or I hit it, I told him there would be evidence of me dropping it or hitting it and there is no evidence of that.  If ****** needs to speak to my Mother ********************* he can, she is elderly and she was helping me with this by taking the template to builders warehouse.  They never have returned the template in the past and I told my Mother to please ask for the template back before leaving, there are notes of that.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/12/2023

  Like I said in previous reply, Granite is a material that can break by its own weight. An accident does not mean that you drop it or hit something. by simply lifting it incorrectly can cause breakage. Normally I work with a customer when they have "accidents". However, *************, as soon as I mentioned accident, he started screaming to me and stated that he was recording the call. Why has he not provided the recorded phone call? We can not keep going with this issue like this. If he provides the recording I was wrong, I will pay for window sill from my own pocket. 

  Customer Answer

  Date: 07/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: ****** continues to lie about the situation.  He is the one that started yelling, I only raised my voice to speak over him asking him to be professional.  Also I told him I wish I was recording the conversation, and he told me if I was he would *** me because I cannot record our conversation.  I told him I know that I can in fact record the conversation.  This whole thing is the principal of the matter and ****** knows he handled the matter unprofessionally.  I would like for ************ from Builders Warehouse to please call me, ****** is unreasonable and will not listen, he told me nobody is above him and I cant speak to anyone but him.  Please have ************ call me at **************.  Thank you

  Also I want to make sure that it is documented as soon as I told ****** what had happened after unwrapping the granite window ********************* called me a liar, everything on his part went downhill from there, he had a lot of attitude and could not be calmed down, he commensed in calling me names, yelling and putting me down.  There was no kind of sign I would get anything done.
  
  Sincerely,
  
  *********************