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Business Profile

Remodeling

Marble Builders
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

This profile includes complaints for Marble Builders's headquarters and its corporate-owned locations. To view all corporate locations, see

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Marble Builders has 2 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/20/2023

      Type:Product Issues
      Status:
      Answered
      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.
      In October 2022 Marble Builders engaged in services to address repairs for water damage that occurred on my property. An agreement was made with my insurance company and Marble Builders in regard to the cost of repairs. In December 2022, I paid a deposit of $2,299.92. As a customer, I have the right to expect the work to be completed, meet contractual and agreed-upon obligations, and industry standards. The work carried out by Marble Builders is incomplete, unsatisfactory, failed to meet industry standards, fell short of the agreed-upon scope of repairs. Marble Builders repeatedly lied about when the repair work would be completed. When Marble Builder employees eventually arrived they failed to complete the repairs requested including cleaning and deodorizing, replacing the carpet pad, detaching and relaying the carpet, and removing the washer and dryer. Additionally, the repeated lies by Marble Builders about when the work would be completed resulted in my rental property calendar being blocked off resulting in a personal loss of income totaling $900. After the partially completed downstairs repairs, I was not contacted for another 2 months regarding any repairs to my upstairs bathroom, which remains unusable to this day. On March 20, 2023 I contacted Marble Builders outlining the breach of contract that had occurred, and requested a refund for the work not performed already paid via the deposit. I was provided no explanation or update until June 15th, 2023 when Marble Builders alleged the work performed had exceeded the amount billed. It was reiterated again that the agreed-upon work was unsatisfactory, incomplete, and did not meet industry standards and a refund was again requested. On June 23, 2023 I was promised a follow-up which never occurred. On July 24, 2023, a formal demand letter was sent to Marble Builders and receipt was confirmed on the same day. Since Marble Builders has refused to provide a refund and failed to respond.

      Business Response

      Date: 09/22/2023

      Thank you for your review. We are truly grateful we were able to connect and clear up some misunderstandings and work together to figure out a solution you were happy with. **************** is a focus for us as new owners of Marble Builders. We are working hard as a team to live our values and take excellent care of our customers.  Have a wonderful day!      

    • Initial Complaint

      Date:09/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Marble quickly came out to quote re-finishing my basement after a water leak, and subsequent removal of floors and walls. They promised to start right away. Over 2 months later, I am unable to get a a quote, or response from them despite repeated requests, leaving me living in a home without flooring, walls, and a significant amount of unusable space.

      Business Response

      Date: 09/14/2022

      Christian,

      You were included in all of the emails with your estimator ******* and insurance adjuster ******. You were included so you could be informed of the approval status. They were going back and forth a few times to reach an agreement. We have to receive approval from the insurance company before we can get started on any repairs. I do apologize for any frustration but I have not had one email or missed call or voicemail from you asking about your account so I am confused where you say you cannot get ahold of us or we do not answer you back. ******* is no longer with Marble Builders and I have been receiving all her incoming emails and have not seen any from you or I would have responded. From reviewing her emails with the adjuster it looks like ****** sent a response with an updated estimate, that was forwarded to your new assigned estimator ******. I am more than happy to get with him to check whether it was reviewed and make sure it is in line with what needs to be completed. I do believe this could have been rectified without placing a BBB complaint as this is an easy fix since we have not collected any funds or started work as of yet. I will be looking into this today and will reach out to you very soon. Please call our office if you have any questions or concerns. ************ or ************

      Thank you, have a great day.

       

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