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:04/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  AK was contracted to install new quartz countertops with backsplash. AK installed countertops that were not cut to original countertop size as discussed prior to job completion. AK's team pulled the countertops away from wall, leaving a gap to make the countertops look larger. However, the countertops are still too small. This issue was presented to AK on site prior to them adhering the countertops to the cabinets. ** blamed his employees for not cutting the countertops correctly, and insisted on installing the countertops, even after I advised him not to. AK was told that the countertops should be installed up against the wall, not with a gap between. AK refused to switch the countertops. After installing the backsplash, AK's team covered the electrical outlet with the socket and covers that were there previously. When we attempted to plug in a device, we noticed the outlet was loose and not attached appropriately. The backsplash was not cut appropriately, when lined up with the countertops, the electrical outlet cuts in the backsplash did not align with the electrical outlets. Some of the cuts slightly align, others cover a portion of the electrical outlets. An electrician assessed the outlets and mentioned that all electrical devices and wiring should be in an electrical box. With the backsplash covering part of the electrical boxes, there is no way to utilize the box for those outlets. Also, the most noticeable part of the backsplash, was not cut straight. I used a leveler to show AK.The contract amount is $12,000. The initial payment of $6,000 was paid prior to the job. I allowed AK to cash 2 out of the 3 checks, $2,000/each check. So, AK received a total of $10,000. The 3rd check of $2,000, I informed AK not to cash until the project was 100% complete. However, they did not come and replace the countertops or backsplash as of yet. Once the project is complete, the last payment will be honored.

  Business Response

  Date: 05/24/2024

  Hi,
  *** writing in response to the complaint that you received from ************************* regarding the kitchen countertop job we completed for her.
  
  Firstly, I would like to apologize for any confusion caused by the timing of the complaint. We only received the copy of ******'s complaint yesterday evening in mail, and we were not aware of this complain until then.
  According to our records, we signed a contract with ****** to paint her cabinets and install quartz kitchen countertop with a large quartz backsplash. We completed the countertop, backsplash installation and cabinet painting between March 11th to March 14th. Prior to starting the job, ****** requested a payment plan, which we typically do not offer. However, as she was a returning customer and we had previously completed work for her basement and vanity job last year, we made an exception and agreed to the payment plan after receiving a deposit.
  Throughout the project, we encountered several instances where ****** expressed dissatisfaction with minor details. We promptly sent our team to address her concerns on multiple occasions and each time she initially expressed satisfaction, only to later raise new complaints, even though some of the issues were unrelated to our scope of work. For example, she requested that we install an outlet, which is not within our expertise, but we still assisted her with it.
  
  In accordance with the contract, we provided ****** with a new faucet. However, after a month, she requested her old faucet back, and we went out of our way to search for it in our dumpster and provide it to her. Unfortunately, she then claimed that the faucet had a scratch and demanded a new one.
  
  We always strive to take care of our customers, but in this particular case, it seems that **************** has been consistently dissatisfied in order to delay the payments. Despite our efforts to address her concerns, she continues to complain but all payments were made on the dates specified in the contract, and the last payment for the painting job has already been cleared.
  
  I have attached pictures of our completed work as per the contract. As you can see, the countertop and backsplash are installed correctly, without any visible gaps. We believe that **************** may simply be dissatisfied with the color of the countertop and is attempting to change it at our expense by blaming our work.
  
  We kindly request that you review the attached pictures to gain a better understanding of the job we completed. If there are any further actions or information required from us, please do not hesitate to let us know.
  
  Thank you for your attention to this matter.
  
  
  

  Customer Answer

  Date: 05/28/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by AK Marble & Granite regarding complaint ID ********.
  
  Regards,
  
  *************************

  Business Response

  Date: 05/28/2024

  Hi,

  Attach you the pictures as discussed in phone conversation.

  Regards,

  AK - ************

  Customer Answer

  Date: 06/07/2024

  Complaint: 21618123
  
  I am rejecting this response because:
  AK and his wife were informed of every issue prior to me notifying the BBB, there is proof in all our text messages. We do have a contract, and I held up to my end of the contract. AK was given four checks in the amount listed in our contract prior to the job. The first check was half down, and that was cashed prior to the job being started. The three remaining checks were written to split the remaining balance evenly and were supposed to be cashed two weeks apart at the completion of the project. To this date the project is not complete, and AK has cashed all of the checks. I even asked AK's wife to hold on cashing the last check due to the job not being completed, and they cashed it.  
  
  I expressed dissatisfaction with major details, the size of the countertops, the uneven backsplash in one specific area and the misalignment of the electrical cuts not matching up with the electrical sockets. None of these issues have been taken care of. AK pulled the countertops away from the wall, leaving a gap to give us a little more countertop space. However, this did not fix the problem. The gap in between the wall and countertop puts more weight on the front of the cabinets, causing a separation from the wall, as shown in the picture. My dishwasher was installed at a later time, and it does not align with the countertop. Also, pictured are the electrical cuts in the backsplash that don't align with the electrical outlet.  
  
  We did not request the company to install any electrical outlets. In the contract we were supposed to hire our own electrician to install or replace the electrical outlets. When I had an electrician come out, he informed me that the company misaligned the entire backsplash. Electrical outlets are supposed to have a box to put the electrical wires in when installing the outlets. With the cuts not aligning with the previous outlets, a box won't be able to be installed. AK was informed of this issue, and they did not attempt to align the backsplash.  
  
  AK provided and installed a new faucet, as per the contract. However, I did request to keep my original faucet and AK agreed. When contacting AK about the faucet his coworkers installed, he told me the faucet was my original faucet. I sent him pictures because he was under the impression my faucet was taken from the previous countertops and reinstalled. The faucet that was installed post quartz countertop, does not retract the entire way. Makes me wonder if it was actually a new faucet. AK was agreeable to find my original faucet, and at that time it was scratched. AK requested for the new faucet to be returned once my faucet was installed. AK's wife later told me to keep the faucet.  
  
  No payments were delayed. Money was not an issue. The issue is the checks were cashed, and as of this day the job is not complete.
  
  We LOVE the color of the countertops. We would be satisfied if the countertops were the correct size, if the backsplash electrical outlet cuts aligned with the electrical outlets so we can install the electrical sockets according to code.  
  
  Please review the attached pictures.
  

  Regards,
  *************************