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:06/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 this date of i ******************************* will submitting my complaint against the subject ************************ and the affiliation between washington bros and the female employee *** ***** as stated by *** ***** they grew up in the same neighborhood and that there familys know each other i had a fire at my house in february submitted to my homeowners ins hired *************** to do the job in my kitchen this past tuesday i went to inspect my house and my house was in complete disarray then went over to washington brothers to check on my order which was fullfilled and complete *** ***** informed me and my witness that *************** canceled the order and *** ***** returned the sum of my money 4,389,47 i did not give consent to this stolen transaction and would like this buisness brought up on charges for fraud fyi *** ***** changed my name into *************** name upon the deposit in feb upon verbal discussion with *************** my money that was returned to *************** was used tords some sort of iilegal activity that resulted in auto accident and my funds was in the car the car that crashed belonged to *************** wifes car threw via text *************** sent me pictures of a individuale that he claims was his right hand man that ended with a loss of life me ********************** since then has not return any of my calls and did not return any of the money and the same goes for *** ***** the employee from washington brothers i want with the help of the bbb a full investigation for money tampern, fraud, theft of service i will contact the district attorneys office on tommorow date to inform them of these crimes ************************ goes by another name ***********************

• Initial Complaint

  Date:01/16/2023

  Type:Product 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 ordered a custom piece of granite to be cut from Washington Brothers on 11/5/22. I paid for it that day bc it was a custom order. I asked to pick up the granite since I didn’t need Install. They charged me $410.40 to do it. They sent me to a shady warehouse in the middle of the hood in philadelphia to pick up the stone, this wouldn’t have typically bothered me if the transaction went well. After waiting in a filthy warehouse covered in soot for about 30 mins being ignored while men cut stone around me covered in dust, I asked an approximately 7 year old boy who was playing in the warehouse near the entrance who I talk to for a pick up. He pointed at a man in a hazmat suit cutting stone. I waited a few mins longer and saw my piece of stone on a dolly filthy and covered in said soot, I noticed a scratch but it was too dirty to inspect fully.2 men who didn’t speak any English approached me. I tried to tell them that I see a scratch on the stone but they just kept waving me on with hand movements. they started pointing to other pick up slips trying to communicate with me “where is your slip?”, they then located my stone but I was unsuccessful in communicating with them about the dirt and scratches I saw on the stone bc they did not speak English. Through hand movements, I figured out they wanted to put it in my car so I pointed to my car and we opened the trunk and 2 men who did not speak English struggled to load the stone in my car. When I got home, I wiped off the dirt and saw large scratches and an X in the center of the table that I could not get off with soap, water.I called the store front & the lady who answered said when I picked up the stone I was agreeing to the quality of the stone and no returns. I tried to explain and she said to send an email. I emailed multiple times and called with no response. I tried to dispute with CC but CC says they can’t refund bc I picked up the stone in person and should have said so then. I tried but no one spoke English

  Business Response

  Date: 03/10/2023

  Thank you for taking the time to Notify us regarding ******** ******* unsatisfactory experience with our company and service. Washington Brother LLC took every action possible to resolve this problem and we provided the best solutions possible to rectified the issue. **** ******* has stated in her complaint that she “emailed multiple times and called with no response”, which is total fabrication and untrue.
  Washington Brother and **** ******* has been in contact via email 11 times from Jan 16, 2023, through Feb 4, 2023. Our company has offered **** ******* many options of resolution, we offered her 20% discount of the product, 100% refund of the product as well as a new piece of granite, she declined all options. The only thing we request from **** ******* is the scratch granite top to be returned. She refused to bring back to us. Our company Policy states all return merchandise must a have receipt and
  must bring back the damage item. Additional our company policy is customer must inspect item during pick up and be satisfactory before leaving warehouse. **** ******* stated in her complaint that she noticed scratches on granite at the time of pick up, but why she didn’t advise and notify the sales office if she claim no-one employees at the warehouse spoke English to document her claim. We are not responsible for transport from the warehouse to her kitchen since she picked up merchandise in person.
  **** ******* tried to dispute with CC (Credit Card), they heard both side of the story and rejected her claim and did not award her any refund. The false alleged complaint **** ******* made is extremely reckless and highly defamatory and may cause my company to suffer harm to our 

  Customer Answer

  Date: 03/10/2023

  [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:

  their response is not true.

  At the time of pick up, I had to borrow a car and hire people to transport said counter top. I had no problem doing this initially for a product that would be correct. However, after alerting the people at the warehouse of the issue that the countertop was filthy and unable to be fully inspected and noticing scratches It became apparent no one spoke English.   They proceeded to load the item in the car. I got it home where I was able to, for the first time, clean it off and examine. This is when I was able to note the extent of the damage. I immediately called the store front and spoke to a lady who gave me instructions to remove the markings. She even had me send her video and photos of me attempting what she said would work. When it became apparent that it was not rectifying the damage, she told me she would have to run it past someone above her. I never received a response back to those multiple emails. Weeks later, after not hearing from them and feeling ignored, I reported it to my credit card company. At this point, the company finally decided to respond.  They provided a copy of the receipt at time of order that pointed out their policy that damage must be reported at time of pick up.  Had I been sent to an established business with people who spoke English, this could have been resolved at time of pick up, but I was not put in a position to be able to properly handle the issue.  I realize, in retrospect, I should have refused them to load a dirty counter top into the car but I had already paid people to be at my apartment to love it in and gotten a car.  That was my mistake.  In transparency, I felt the scratches I was able to see would be minor and figured they would not use markings impossible to remove from stone when cutting it.  It wasn’t until I got home that I realized the marks were scratches that could not be removed and there was a giant x in the middle of the table top. As stated, they loaded a filthy counter top into a car I brought to the site. This is not how you handle business.  Because the credit card said the item was picked up in person, it is **** ** ******* policy that they cannot honor the claim against the company despite the fact that they agree it was handled poorly, they just can’t do it on their end.

  Since then, The company has given me options, none of which I think is sufficient since I’ve made this claim. They have offered a full refund if I can return the table. I have explained to them that I would have to hire people and rent a car to do this and now will be out this expense twice and would have to pay someone else to make and deliver me the table. I asked them to pick it up, they refused or pay for me to bring it back, they refused.  I do not think this transaction should cost me more money, as they delivered a defective product.  They never once offered me a full new counter top.  They offered me 10% and then when I pushed back have since offered 20%.  I told them someone told me they would charge me $250 to come out and polish the table and remove the scratches (I sent this email twice) and asked if we could settle at that, which they have not responded to.  I am trying to find a middle ground, I do not think $82 dollars (20%) covers the fact that I have a damaged kitchen table top and am looking for a better solution 
  
   
  
  Regards,
  
  
  
  ******** *******