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Business Profile

Cabinet Refinishing

Eastern Granite & Marble

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cabinet Refinishing.

Complaints

This profile includes complaints for Eastern Granite & Marble's headquarters and its corporate-owned locations. To view all corporate locations, see

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Eastern Granite & Marble has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint type

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello On August 6th, 2024, Eastern Granite installed new kitchen countertops. We were told to disconnect the plumbing before they came. We disconnected the plumbing so ********** and Eastern Granite can do their work. I never asked them to touch the plumbing. They did not just touch it but ripped it out of the wall, that was not nice. I spent a lot of money on my counter tops, and I wanted my home to be treated with respect. IT is obvious, they did do respect me or my home. If you can ask them to refund the money I spent on the plumber, $275, I would appreciate it. I realize, and I am nobody to you but I did spend a lot of money with **********, and I would appreciate it if you can help us on this matter.

      Business Response

      Date: 09/12/2024

       

      The customer complained that while we were there to install the countertops, we removed a plumbing pipe that connected inside the wall. When we arrived on site for the installation the plumbing had already been removed. There would be no reason for us to remove a pipe like that. It is likely that whoever removed the plumbing removed this pipe. This claim was investigated by Sedgwick, ****************************** and was found without merit. Please see the ********** response below. 

      Thank you,

      *********************

      Eastern Surfaces 

      9/04 final response from Sedgwick to cust

      Thank you for your email, I do understand the concern regarding the denial. I have copied the installer on this email in regards to your dispute of their claim. If you have new photos or evidence to prove your claim, those can be sent over to the installers corporate office directly for further review as they are the investigating party. I will include their contact information below:

      Customer Answer

      Date: 09/13/2024

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 22175401

      I am rejecting this response because: They ripped out the drain pipe without my permission.  They broke it, they should pay to fix it.


      Regards,

      *************************








    • Initial Complaint

      Date:11/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On 11/17/2022 the company came to my house to install a granite countertop. After installation once the installed had left I noticed my dishwasher was no longer aligned with my cabinets and was tilted forward to the point where the tray would slide out when I open the door. Also, the granite was cracked above the dishwasher where screws had been put in. I called the company today to explain all this and was told that I would need to wait for someone to come out and fix it. I was not happy about the run around but was going to wait. I was then called back by *** (the manager) who said fixing the dishwasher angle was "not in their scope of services" and no mention of the cracked granite. I sent pictures to ******************************* who is my account rep. *** was angry with me not being satisfied with the "throw their hands up and not fix what they broke" attitude and hung up on me. I have spent a couple thousand dollars on this countertop and bought all new appliances one of which has been misaligned by their shotty service. I have never been treated so poorly by their customer service. I have sent ***** a follow up email, but I am not receiving any response. Please help me! They now and admit its something that they have done incorrectly but will not repair what they have done.

      Business Response

      Date: 12/14/2022

      December 6, 2022 

      Dear ******* *****, 

      I am contacting you in response to your complaint ID *******. 
      Customer countertop was installed on 11/17/22. Customer contacted us on 11/18 to advised he believes dishwasher was not level. This occurred when we attached the dishwasher bar to secure it in place. The customer was demanding immediate action. We returned on 11/19 and leveled the dishwasher. 
      We also wanted to address the fissure on the front edge but it would require a different technician. This is a natural occurrence in granite and was not caused by screws at the dishwasher. I contacted customer on below dates to schedule site visit: 
      11/22 left voice mail for customer 
      11/23 left voice mail and emailed customer. Contacted store for assistance in reaching customer 
      11/28 left voice mail and emailed customer 
      11/29 Store contacted me and said customer has not reached out. Left voice mail for customer advising we will have to reschedule site visit date if he does not respond to contact. 
      12/05 Wife called in requesting she be made primary point of contact. Site visit has been rescheduled. 
      If you require any further information, please do not hesitate to contact me. 

      Kim P**** 
      Eastern Surfaces 

    Eastern Granite & Marble is NOT a BBB Accredited Business.

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