Complaints

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

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  Colonial Marble & Granite

  201 W Church Rd Kng Of Prussa, PA 19406-3229

  
• 

  Colonial Marble & Granite

  240 S DuPont Hwy New Castle, DE 19720-8410

  

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:01/06/2023

  Type:Service or Repair 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 had a countertop scheduled to be installed in October of 2022. Colonial Marble and Granite removed my countertop and then found that the measurements were done wrong so when they came to install the countertop, it did not fit. There was no longer anymore of the same marble material so I had to select a new material. However, Colonial Marble and Granite continually delayed the installation so that I had NO COUNTERTOP AND NO FUNCTIONAL KITCHEN FOR 1 MONTH!!!!!! They didn't care and would not even return my calls or take the initiative to reach out to me to alleviate the problem. I finally was able to resolve the problem and they installed a new countertop after a month and I was told that they would provide a discount based on my inconvenience, and that they would reimburse me for this amount. However I never received this and when I tried to get info on this. I was ignored and calls were never returned. This is a terrible company and I would not recommend using them.

  Business Response

  Date: 01/30/2023

  Dear BBB,

  I have investigated this customer's order history and concerns and have spoken with Colonial's service team regarding their past conversations and interactions with this customer, none of whom recall making any assurances to grant additional compensation related to installation delays or customer inconvenience.  Customer was due back a refund of $841.60 after install was completed which represented the difference in pricing for the material that was selected for the countertop remake versus the pricing from the original selections.   Customer did receive this amount in early December by way of direct credit to customer's credit card used at time of purchase.   At all times during this installation, Colonial was operating within its contractual right to cure period and Colonial's sales order forms also contain a Limitation of Liability clause excluding recovery for damages of this nature.    Attached for your reference is a copy of the signed customer agreement with relevant sections highlighted on signed terms & conditions.  In accordance with the foregoing, I hope you can understand and support the merchant's position at this time that no additional monies are due back to the customer.

  Respectfully Submitted,

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

  Corporate Counsel, Colonial Marble & Granite

• Initial Complaint

  Date:12/08/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 had an awful experience with Colonial Granite and Marble. To summarize, they canceled on me multiple times, and were rude/unresponsive when I tried to reschedule. When they finally did reschedule, they cut the stone incorrectly and forgot pieces of equipment, so had to come back multiple times. I reached out to Colonial and eventually was put in touch with a customer service representative named Nick S*******. I explained the situation to him in greater detail. He and I had a handful of conversations, and during a phone conversation on 11/10 he explained that Colonial would be processing a credit of $350 for the inconvenience caused during the installation process. I have emailed/called him multiple times to follow up, but he has yet to respond. I also asked Nick to confirm that brackets are not needed for my countertops, but he has yet to respond. The gentleman from Colonial who came out to measure for the template said that I would need brackets, however; the installation team said they forgot them. No one from Colonial has gotten back to me to address these concerns, and I would like it in writing. I feel that they are not talking me seriously given my age, and need assistance getting a response from them. I am not one to file formal complaints, but just want what I was promised so I can put this awful experience behind me.

  Business Response

  Date: 12/12/2022

  Dear BBB,

  Please be advised that customer's desired refund of $350.00 has been processed and directly credited to her credit card as of December 12, 2022.   Kindly reflect this matter as having been resolved to customer satisfaction.   Attached is the credit receipt confirming the same.

  Respectfully Submitted,

  CMG

  Customer Answer

  Date: 12/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 6 November, I purchased a granite slab (Order #******) from Colonial Marble and Granite (CMG) for a bar top. I paid a deposit of $1,597.05 and after the bar templating process completed on 29 November, I was informed that I owed a balance of $2,949.05 which was paid by credit card on 30 November. I was scheduled to have the bar top installed in  my home on 6 December. When I called CMG about the installation time on 6 December, a customer service representatives informed me that my order had been suspended. I had never been contacted by Colonial about any issue with my order nor informed of the suspension. Another associate called me about a half hour later to indicate that she had received an email notification about the suspension on 5 December and failed to communicate that fact to me. She further stated that the reason for the suspension was that I had not selected a slab. When I pointed her to the sales agreement, she acknowledged that I had indeed selected a slab, that the number was in two places on her copy of the agreement and that she saw the number in the companys computer system related to my order. She shared that she would further investigate the matter and committed to call me back within a half hour. Three hours later and having received no call, I called again and asked to speak to a company manager. I was told the manager **** was on the floor and would call me back before the end of the day. That call never happened nor did any other form of communication from anyone at Colonial. I then sent an email to *****************************, the sales person who handled my order, and requested a written explanation about the reasons for the delay and any proposed remedy Colonial wishes to put forward by Wednesday, 7 December. i have received no communication and feel the company will not act in good faith and has irreparably breached the agreement.

  Business Response

  Date: 12/16/2022

  Dear BBB,

  Please be assured I have thoroughly investigated this matter and the circumstances behind the delay which have given rise to Customer's complaint.   Customer is correct that he did tag his slab at the time of sale.   However, when the sales representative recorded the order in Colonial's internal software system she mistakenly recorded 2 slabs as having been tagged and allocated to the order.  On December 5th, Colonial's shop manager received the order to begin fabrication and was unsure as to which slab should be fabricated, at which point he placed the job on temporary hold until this detail could be confirmed.   As it also so happened, the sales representative for this customer was experiencing a medical issue during this week and could not be reached to resolve the issue at that exact moment.   When the sales rep returned to the office 3 days later on December 9th, the issue was rectified but the customer was unwilling to move forward with Colonial claiming bad faith.   In my view, this complaint is the result of an innocent administrative mistake compounded by the unavailability of a sales representative for 2 or 3 days that led us to this point.   Colonial is sorry for the error, but the reason for delay was out of abundance of caution and for a justifiable purpose that does not rise to the level of bad faith.   Furthermore, as a service provider, Colonial Marble & Granite's contracts do not contain "Time is of the Essence" clauses and installation dates are never guaranteed.    We hope you'll agree that the actions of the merchant were reasonable given these set of circumstances.   

  Respectfully,

  Colonial Marble & Granite

  Customer Answer

  Date: 12/19/2022

  [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: ********
  
  I am rejecting this response because:

  Colonial Marble and Granite did not address the company's failure to communicate ANY information with me about the status of my order -- from 5 December, when the shop manager put the hold on my project until today when I received the response from Colonial through the BBB.  That failure to communicate any information directly with me -- THE CUSTOMER -- constitutes bad faith on Colonial's part.

  Colonial representative *****************************, CAD Department, had no trouble communicating with me by email on 30 November 2022, that I owed a balance of $2949.05 after the templating process completed.  Further, he communicated:  "Be advised that if we have not received a response by close of business tomorrow, 12/1/22, your project may potentially be delayed, and WE CAN NO LONGER GUARANTEE YOUR SCHEDULED INSTALLATION DATE (emphasis added)."  He also stated in his email, "As a courtesy, I will also attempt to reach you via phone to communicate this message if possible..."  So when Colonial is seeking payment from me, company representatives can reach me via email and by telephone.  They can even acknowledge that I had a scheduled installation date.  However, they cannot communicate with me about a delay in my order nor respond to my numerous telephone requests for more information on 6 December.  It simply defies belief and applying Occam's razor, it is clear that Colonial does not conduct business in a transparent and honest manner.

  Further, if **********************, the salesperson who handled my order was out of the office due to illness, what was stopping the shop manager from contacting me about the problem?  From asking me if I would come in and identify the slab I had selected?  From simply explaining, the reasons for the delay?  What was stopping anyone from calling me on 6 December to explain what had occurred or sending a written response to my communication seeking clarification of what happened?

  I laughed when I read about the Colonial representative's "Time is of the Essence" snide remark.  Apparently, the company does not believe that its customers are entitled to know the status of an order or of the reasons for not meeting a commitment to deliver that order.  It is also clear that Colonial has no issue exerting its influence to get a response from customers when its money is on the table, yet expects the customer to allow any amount of time to pass without any communication or details associated with an order.

  And most importantly, Colonial's representative clearly does not believe that the lack of communication represents an error.  The only error the company representative cited in the response was "an innocent administrative error compounded by the unavailability of a sales representative for 2 or 3 days."  That statement speaks volumes about Colonial's level of customer service.

  So I remain firm in my belief that Colonial is acting in bad faith, and I still aim to cancel my order with the company on that basis, particularly since the company's response acknowledges that the slab was not fabricated.

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

  Business Response

  Date: 12/27/2022

  Dear BBB,

  Colonial Marble & Granite stands by its position that there was no bad faith or conduct of the merchant that would justify a recission of the contract.   While customer feels the communication should have been better from Colonial in order to keep the customer informed, I don't believe it rises to the level of egregiousness that a ruling authority would believe the contract had been effectively breached.  Nonetheless, Colonial Marble & Granite is going to accept the customer's chargeback of the order from their financial institution (Less the $200.00 in home measurement fee) and will agree to part ways.

   

  Respectfully Submitted,

  Colonial Marble & Granite

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the financial resolution is satisfactory to me. 

  I do object, however, to the continued characterization that the complete lack of communication from the merchant did not rise to the level of bad faith.  If a merchant has committed to a delivery date and completely fails to communicate the reasons for changing that commitment to the customer along with details about when the customer will receive a purchased item, that is an act of bad faith.  Stating otherwise implies that merchants can take their customers' money, fail to deliver the purchased item, ignore customer requests for details and fail to communicate with the customer -- all without consequence.  Such a relationship imbalance places the customer at the whims of the merchant, and that is completely unacceptable.

  I further do not believe this matter would have been settled without the intervention of the BBB and the Pennsylvania Office of Attorney General, Bureau of Consumer Protection.  Thank you for your assistance which I very much appreciate!

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

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair 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.

  See photo of timeline, begins March 2021. We have since gone into Colonial Marble to speak to *********************** on 9/15/22, Colonials Resolutions Assistant. In working with her, she assured us for $500, someone would come out to address the problems and our account would be cleared. After we spoke 3x post in-store visit, I could no longer get in touch with her and received help from the billing department from a ******. She finally linked me with *********************, who provided an unsatisfactory written agreement, which only partially addressed the areas of installation concern for which we seek actionable solutions.

  Business Response

  Date: 11/01/2022

  Dear BBB,

  Please be advised this matter has been resolved with the customer.  Colonial Marble & Granite has given this customer a 5 year service and repair warranty on their countertop and have also waived a remaining balance that was due in the amount of $2,339.00, which represents over 50% of the total order cost.   Customer was satisfied with this resolution.     

  Respectfully Submitted,

  Colonial Marble & Granite

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They installed a granite countertop 3/2/2022. They put a hole in drywall at installation. I have called 14 times. Nobody calls back.

  Business Response

  Date: 10/12/2022

  Dear BBB,

  Please be advised that we are waiting for the customer to provide a quote for the cost of repair for the wall damage.   This has been requested multiple times.   Once this has been received, we can properly evaluate and make settlement with the customer. 

  Respectfully Submitted,

  Colonial Marble & Granite

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
   
  We reached a settlement. Thank you. 
  *************;
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Colonial delivered a granite countertop to my home. It Is not the remnant piece I picked out. They admit that. I am not able to get them to pick up the piece and refund my money. They claim my piece was damaged. If that is so I should have been told so before a substitute was made. I would like the piece removed from my home and all of my money, $850, be refunded. My computer is broken and I cannot provide documents electronically. Pls provide an address where I can mail documentation.

  Business Response

  Date: 09/27/2022

  Dear BBB,

  We will be fully refunding this customer and rescinding the contract.   At this point, we are in the process of coordinating with customer an agreeable time for our installers to retrieve the rejected piece so that the refund can be processed.   In light of the foregoing, we kindly request this matter be reflected to be closed to customer satisfaction.

  Respectfully Submitted,

  CMG

  Customer Answer

  Date: 11/01/2022

  I consider this complaint to be closed.  The incorrect countertop was picked up from my home and I have received my refund in full.  

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contracted Colonial Marble to install granite countertops in my pantry and bar area. When the installers arrived on Aug 26, 2022, they quickly realized the hole for the sink in the bar top was cut incorrectly. They installed the two slabs for the pantry counter but left with the bar top (and my bar sink) and told me that someone would call the next day to schedule the reinstall. After they left, on my closer inspection, I realized the seam in the pantry counter was a little sloppy. The granite has a “leather” finish, which is very textured with high and low points and there is dried epoxy in the divots for an inch on each side of the seam. The following business day, Monday, when I had not heard from them, I called and spoke to a rep in Customer Service. She told me that she would check with the fabrication shop for status and call me back. On Tuesday, I called again several times, leaving messages. It wasn't until Wednesday morning that I was able to reach the customer service manager, Wendy. She told me the install should be the next day, but she’d confirm & call back. When I didn't hear from her by 5:30, I called again. The receptionist told me that all the staff had left for the day, but she was able to confirm that my install was NOT in the scheduling system. She agreed to leave a note for the store manager, Nick, asking him to call me the following day. Nick never called. Mid-day Thursday, I called again and asked for Nick, the receptionist told me that he was busy. So I asked her to find my sales rep, Stella. When the receptionist returned to the line, she told me that Stella said she was too busy to take my call and I should just leave a message, and she'd call me back. To this day, no one has called me back. On Saturday, I sent an email (attached) to Stella and Wendy telling them that I wish to cancel this entire sale, refund my money, and return my sink. This has gone on too long, with no response. I want a refund so I can go to another fabricator.

  Business Response

  Date: 09/27/2022

  Dear BBB,

  Please be advised that the merchant has successfully completed the reinstallation of this customer's sink run as of 9/23 which completes all outstanding services due.  All fabricated product is now in possession of customer without any outstanding issues.   Please see attached supporting documentation attached signed by customer and certifies that all work has been completed to customer satisfaction.   Accordingly, please close this BBB complaint reflecting the complaint to have been resolved.   

  Respectfully Submitted,

  Colonial Marble & Granite

  Customer Answer

  Date: 10/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair 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.

  On 7.28.2 Colonial was hired to complete a full height backsplash installation. During my template visit on 8.6.22, your company representative was confused as to why he was there as he was the estimator. He did not understand why he was there to provide an estimate since we had already paid in FULL for the work. He mentioned to me at the time of the visit that someone else would be out before the installation to create a template that would be accurate and precise using wood sticks. No one ever came to create a template Instead, installers came on 8.11.22 to install a slab with no approved template that was not accurate and miscut by several inches and would leave an unsightly and very noticeable gap in the outlet cutouts. We paid a price of $150 per cutout and those cutouts should be precise. Instead, I received a curt lecture and direction on what I “needed” to do and that this conversation “ends here because I am the Vice President” from Matt D****** in operations. This individual was in my opinion unprofessional and made it clear that I had no options and he had a very take-it-or-leave-it position. He informed me that I needed to go to ********** to buy faceplates that were bigger and that was my only option. I have never in my life had a company make a mistake and expect me as the customer to spend more time and more money to provide a solution that actually might not even remedy the problem. I do not accept that solution and will not allow it. I would like to remedy this issue by having a correct slab or a refund. When the installers came out they created a template, they thought that it was an easy solution and even told me yes they can cut a correct slab. I am befuddled by the way I was treated and the unreasonable approach from your VP of operations. I want Colonial to finish the job and compensate me for my time wasted/unfair treatment.

  Business Response

  Date: 10/04/2022

  Dear BBB,

  We are currently working with this customer to complete the installation of the backsplash and have also come to an agreement to give a partial refund of $300.00 to account for the outlet cutouts being incorrectly measured.  Customer was satisfied with this resolution and the parties are moving forward under a mutual agreement.  I kindly request the BBB reflects this matter as having been resolved to customer satisfaction.

  Respectfully Submitted,

  Colonial Marble & Granite

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contracted them to installed granite counters. Upon doing the template I advised the company of a potential problem (per my contact with them) that may arise and highly recommended they come back to the house to review it to avoid any potential issues. They ignored 4 of my emails and 3 of my phone calls. Sure enough, it then became a problem and they admitted they were negligent. Upon rectifying the issue they made promises to me in order to keep my service contract with them. Then they played games and rescheduled template and install with me, then they never called or showed up. I wasted several days off from work and they (the manager Nick S*****) promised me "financial compensation" once the job was finished. They never followed through on those promises and have ignored all of my emails and phone calls. They owe me a partial refund.

  Business Response

  Date: 09/06/2022

  Dear BBB,

  Our service department has been working directly with this customer and has reached a mutual settlement agreeable to all parties.    A signed Settlement agreement and Release is being prepared and will be sent to customer for signature.  Please reflect this matter as having been resolved to customer satisfaction.  

  Respectfully Submitted,

  CMG

  Customer Answer

  Date: 10/03/2022

  Colonial has offered me a resolution which I have accepted.  Thank you for your assistance.  
  **** ******

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair 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.

  Colonial Marble and Granite installed kitchen countertops in my kitchen on June 8 2022. They installed them crooked, created a crack in the countertops and scratched my brand new faucet. After multiple calls and conversations with Wendy and Misham J*************** the company has refused to compensate me for the damage. Every time I call they pretend they have no knowledge of my conversations with them. I would like to receive full refund of $2500 that I paid for the countertops.

  Business Response

  Date: 08/01/2022

  Dear BBB,

  This customer was partially refunded on July 29 per a mutual agreement reached between the customer and merchant.    Please reflect this matter as closed to customer's satsifcation.

  Respectfully Submitted,

  CMG