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Business Profile

Granite Installation

CSI-Custom Stone Interiors Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:06/28/2022

    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.
    CSI installed 2 granite countertops for me in 2017 that were warranted for 5 years. During the first 2 years the granite had a few random pits which CSI fixed at no charge. In 2020 (3 ½ years into the warranty) the counter, which I paid $4863 for, developed unusual clusters of widespread pitting. In 2021 CSI tried to fix the problem but only made it look worse; I sent a picture to CSI in Sept. 2021. After that CSI’s Jon W**** *old me my only option, if I wasn’t happy, was to replace the granite. He also said that if I decided on replacement, he was willing to work with me. So, I started to pursue replacement. I picked a similar granite which CSI quoted at $5866, a 20% discount of actual cost. I was not willing to pay CSI $5866 for a 2nd counter when I didn’t believe they stood by the 1st one. Over the next several months I explained through e-mail why I thought the pitting was a warranty issue and Jon explained why it wasn’t. He blamed my use of harsh cleaning products which was untrue. Realizing the futility of e-mails, I sent another on 3/12/22 asking for a face-to-face meeting, or at the very least to come fix the issue. Weeks passed with no response. After a reminder from me, Jon finally responded on 5/18/22 saying, “The best I can do is to offer you a replacement at a discounted price which I have already offered. If we can come to an acceptable agreement on a replacement price and your willingness to pay a discounted price to complete this work then we can move forward with completing this for you.” He also said that if more areas needed filled he would come fill them. I replied on 5/18/22 saying there were indeed new areas needing filled and I wanted them fixed. To date, 6/26/22, I have not received a response. I am requesting your help to mediate the problem so that CSI fixes my counter. However, if CSI can restore my faith in their company, I might also consider replacement at a cost of $1003—their quote of $5866 minus $4863.

CSI-Custom Stone Interiors Inc. is NOT a BBB Accredited Business.

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