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Business Profile

Cultured Marble

Sand & Swirl, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cultured Marble.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:03/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    First, the installer created and left a mess in our garage and entryway. Because it was raining, he asked to cut material in our garage, which was apparently in violation of company policy. He failed to tell us how much dust would be created and that it would coat the contents of our garage, and he failed to clean the garage when he left. We believe a professional cleaning is required, but the company has told us this is an unreasonable request. Now, Sand & Swirl has claimed we were "adamant" that the scheduled install date not be changed. This is not true.
    We were never given the option to reschedule, and we were not told what a mess the installer would make if he cut in our garage.

    Additionally, the installer left the garage door to the house cracked open at times. White dust blew into the home, coating shoes and areas in the entry.

    We immediately contacted the sales representative. Two days later, one of the owners called. He stated his installers were not supposed to cut material in an occupied garage. Despite this, he would not come to even “blow out” the garage for several days. We instead did our best to “blow-out” the garage ourselves. Of course, we couldn’t get everything, which is why we believe a professional cleaning is necessary.

    Second, we do not believe the design/color we received is consistent with the samples provided. Sand & Swirl has signs in their showroom that state as follows: “Our product varies as does Natural Stone, We cannot guarantee an EXACT match to samples, displays, or any other exact expectations.”

    We did not expect an “EXACT match” to the samples we were shown/provided. We did, however, expect samples to be representative of what we would receive, and we do not believe they were. We were not told that the manufacturing process may create an entirely different look than what we ordered, nor were we told how much “variation” Sand & Swirl believes is acceptable.

Sand & Swirl, Inc. is NOT a BBB Accredited Business.

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