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:10/31/2022

  Type:Order 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.

  We spent $1,250 in March 2022 - we were talked out of getting the high polish finish on our kitchen marble countertops we wanted because marks would show up yet the dull finish shows no difference. They responded that this would be fixed, setting our expectation that they would stand behind the service they provided. Instead in the end, they basically said that they will charge us $1,500 and that is a discounted price (more than we initially paid for) instead of making the wrong right for us.While we were told that we would be wasting money getting a shiny finish and we ended up where we were within 3 months with this matte finish we never wanted to but were talked into by them... Right around that time (June 2022) when I told my husband to please contact them and have them see these spots which is not acceptable in a such short time, we had a bunch of family issues including death!!! And we could not inform them immediately as we were dealing with a lot and countertops were not at the top of our list... And we were away for the whole summer with our house sitting empty no one using the kitchen!The initial response from this person ******* sounded kind and caring and made us think that they will fix this for us and get me my kitchen back even with spots! We were asked to send pictures, I did send a bunch of pictures and videos as well as it is harder sometimes to see them in the pictures but easier in videos. I was for sure thinking that after they see these they would definitely take care of this and get my kitchen back to how it was - with a shine! The answer we got however that our service date end of March 2022 and our contact date was September 2022 (although I had explained why it took us so long to reach out and you would think that people would have some empathy for losing loved ones and dealing with death but nope apparently not these people). How is this acceptable especially in a country like ours, in America? I hope BBB can help us as they are not!

  Business Response

  Date: 11/11/2022

  Good afternoon ******,

   

  I truly apologize that you are not satisfied with your counters!  After reviewing your account, it appears that we offered options for two final finishes in your proposal, and as discussed, the matte finish was the least expensive and would also help to hide future etch (dull) marks on your stone.  Although etches are inevitable on marble, a dull mark on a matte finish is not as obvious as a dull mark on a polished finish!  While the original prices we quoted for the matte versus polished finish were $1215 and $2025, respectively, we were informed that budget was a concern and worked with you to lower your cost to $1100 once you confirmed you'd like the matte finish.

   

  Immediately after our initial service in February, we learned that there was a small spot that was missed.  As you mentioned, we stand behind our work and we returned to take care of that spot, without question.  After our service was complete, we received an email from you about our crew saying, They were great and did a fantastic job!

   

  In October, we received a call regarding new etch marks that were on your counters from normal use, and we discussed that we can absolutely restore your stone again at a discounted rate due to your frustration and family issues that you had been through.  Because you wanted to change your counters back to a polished finish, we were offering you a proposal of $1500, rather than the original $2025.  We were being called back for a new project, not due to something that we had missed, so unfortunately, we could not offer to do the work at no charge.

   

  Our Terms and Conditions state that **************************** trading as The Marble Restoration Company has one main goal, and that is to provide you with the best possible service available in the industry. If for some reason you believe we have not provided you with the results promised, we will make every effort to correct the situation. Please contact us within 2 weeks of service to ensure we can meet your expectations.  While we do our very best to be understanding of personal situations, unfortunately we cannot be held responsible for new damage that was created after we completed our service 8 months prior.

   

  Thanks for your understanding!

   

  Brynn F*******

  President