Complaints

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• Initial Complaint

  Date:06/05/2024

  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.

  We are in the process of building a "new" home due to a house fire. Our General Contractor, GreenTec recommended *********************** through Euro Marble and Granite. On March 28, 2024 **** came out and charged us for a template for our countertops ($1,350.00). On April 3, we drove to Euro Marble and physically picked out countertop pieces. We spoke with the owner and told her we were working with ***********************. She wrote down our countertop selections. On April 11, 2024 some of the pieces of counter were installed ($4,750.00). We were informed that all the pieces are under warranty and if there are any issues they will be taken care of. The downstairs bathroom was the wrong color, the sink in the kitchen was cut incorrectly and needs to be recut. There were 2 pieces installed in upstairs bathrooms. One is the wrong color, and the other one has a scratch in it. The laundry room piece was never installed but paid for, all this has been paid for. Euro still has a sink that we paid for, that they will not give us. Currently, no one can get a hold of ****. $1250 was paid to **** from the contractor for a piece that is still incorrect in the downstairs bathroom. Total paid to **** as of today is $7350. We called and spoke with the owner of Euro Marble and Granite, and she now claims that **** no longer works there, and she is not giving us our pieces that we paid for until she receives her money. Well, her employee was paid. She never told us when we were picking out the pieces that this guy was not an employee. **** refuses to stand behind their work and the countertops that came from them. Their fabrication shop cut the pieces incorrectly. We are extremely frustrated, and this is now holding up the completion of our house being built and allowing us to move in. I would like the BBB to further invest this and get us the items we paid for and the replacements that are deserved, or our money back. Thank you.

  Business Response

  Date: 06/27/2024

  First and Foremost, *********************** is not our employee, but was our customer in this situation. ******************************* was *************************** customer, and we are the ones who did the fabrication of the vanities for ****. Again, **** is not our employee, hence why ******* paid **** directly, and not us. We have yet to receive payment from **** for the fabrication and material of the vanities, which is why we have not given ******* his pieces. We as a company never told *******, nor ****, that these pieces were covered under warranty, since we are not the ones doing the templating and installation of this project. We were aware of one of the colors being wrong, so we recut the piece in the correct color, but **** has never came to pick it up. ******* called us about this situation and we were helpful enough to tell him our side of the story. Not once did he ever blame us about this problem, and understood this was something between him and ***********************. ******* called us about how his sink was shipped here, which then we went out of our way to go and personally drop it off to his home. From the day he told us he wanted his sink that he shipped here, is the same day we told him he can come and pick it up. He then complained how he paid money to ship it here and us being kind enough, we told him we can go drop it off for him. *********************** has not been working here since May of 2023. If ******* was working through Euro Marble and Granite, he would have never paid *********************** directly, but would have been one of our customers with an invoice proving payment. *********************** got paid, NOT our employee. Again, *********************** was one of our customers, and was *********************************** contractor. We have an outstanding bill with *********************** for these pieces, which he has not paid for. We at Euro Marble and Granite never received any amount of money from *********************** nor *******************************.