ComplaintsforEco Marble and Granite

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased a quartz countertop + install on 5/4/24. The install was to take place on 5/17. Measurements were taken of our existing counter and we picked out the quartz that we wanted.A few days before the install,office worker called to ask if would be ok to shorten the overhang on peninsula by 1/2 inch to make everything flow better. We said that would be fine. The original overhang was 2 inches, so, we assumed that we would have 1 1/2 inch overhang. On 5/17 the installer came and the trouble started. Issue #1: our overhang was only 1 inch (should be 1.5 inches) which is NOT what we wanted. Issue #2: the seam that was placed intersected the pattern on the quartz, leaving a VERY mismatched pattern. Issue #3: the overhang on the section near our oven was actually almost 2 inches!!! A 2 inch overhang near the oven and a 1 inch on the peninsula looked AWFUL!. Issue#4 : they install the peice near the oven crooked with a huge gap on the cabinets.My wife called first thing the next morning to see how this could be resolved. There wasn't much they could offer us -- just a lot of lip service. My wife asked several times what the measurements were because they kept saying that I had approved a 1/2 shorter overhang (which I had, but 2 inches minus 1/2 inch=1.5 inches). My wife told them to come take the entire thing away and give us our money back; they would not do that. The only thing they could do, was to have their installers come out on Monday and re-fit the crooked piece and see if there was some way to salvage. When the installers came, even they saw it was done wrong. They ended up cutting down 2 inches x 25.5 inches to make it match. Owner came out days later and said "everything looks great". We demanded $1000 back. He said he would meet with partners to discuss, but eventually told us he would do NOTHING. Not even refund us for what was cut off to correct. We asked multiple times for measurements, but they won't give them to us.Had to hire painter to fix mess

  Customer response

  06/26/2024

  
  Hello, I got an email yester that was basically a confirmation that I my compoaint had NOT been resolved, but gave no "reply" button or "confitm" button, so I am writing at the email address provided - the company in question, Eco Marble & Granite has NOT responded to me NOR have they attempted to resolve the compaint in any way. There has been ZERO communitation with them and certainly, NO RESOLUTION. If you need anything else, feel free to conact me.

  Business response

  07/16/2024

  Eco Marble & Granite denies all these unreal allegations and will be more then happy to share proof of these unreal allegations in court if we need to. We take pride of the work we service our valuable clients with. We choose to only share two pictures proof out of many we have in our records for this job to show the allegations are unreal. We are sharing the "  2: the seam that was placed intersected the pattern on the quartz, leaving a VERY mismatched pattern "  picture that is listed on this complaint. I hope this can shed a little light on what the true intentions of both partied here. As we mentioned above we have full proof of these allegations are unreal that are not being posted on this platform in case we go to court.

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below

  This business has only showed 2 pics (of same issue) and it clearly shows a mismatch (to my point) - none of the other issues were addressed. Fact is, we paid for a certain amount of quartz - we did NOT get the amount we paid for, which is clearly evident by the pics I submitted and am re-submitting to show that quartz was cut to correct several errors that this company made. The owner is clearly not interested in making a customer happy or whole. He can only say that he wants to see us in court. After our initial demand and rejection, a formal demand letter was mailed to the business with no response. I feel that our only recourse now if to #1 sue in small claims court, #2 subpoena the installer who came back out to re-cut the quartz and fix 1 of the errors (who admitted on site to several mistakes made bu the business, including the mismatch seam) and #3 continue to post negative reviews online with factual info as well as the pics (and **** from *******) to fix a roughly 1.5 inch cut that ruined our wall and robbed us of that 1.5 inch (multiplied by the length!) of quartz that we paid for.
  
  Regards,
  
  ***********************
  
  
  
  

  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At end of August 2022, we had quartz countertops installed by Eco Granite. Immediately after the installation, I called my representative (*******) at Eco Granite to let her know that there were two is***s: 1) the installers damaged my brand new cabinet and 2) there's a black spot on the countertops, which were a light grey/light brown in color. ******* never returned my call or the two others that I placed in October 2022 and November 2022. Subsequently a backsplash was installed at the end of November, which would make it harder to remove and reinstall a new piece of quartz to replace the one with the black spot. I reached out again in January via email and no one responded until June 2023 when they sent an invoice. I explained that I'd be happy to pay for the countertops but I want the is***s resolved first. In August 2023, the installer came back out to look at the is***s. I got an email from the *** of Eco Granite stating that they were not going to do anything about the damages and that I'd have to pay or he'd *** me. I never said I would not pay. I said that I wanted the damages taken care of first and he refused to take care of the damages. To take care of the damages, I'd like me cabinet repaired where it was hit by the countertop during installation and the quartz countertop with the black spot replaced. I don't think that's too much to ask if you're a reputable company. Stand behind your work and resolve any is***s that the customer has so you have a happy and satisfied customer.

  Business response

  09/08/2023

  Attached has our response to the complaint, along with a warranty letter from MSI which indicates exactly opposite of what she is claiming as far as the warranty goes, ************* from the tech that both installed and serviced her kitchen and also a screen shot from QuickBooks which shows that we did send her email back when we completed the job. Everything that i am sending you proofs that nothing claimed in this complaint reflects the truth. 

  
  

  Thank you much.

  
  

  Volkan Yoltay

  Eco Marble & Granite

  Managing Partner.

  Customer response

  09/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  
  I didn't receive the following document that was indicated in the response:  a screen shot from QuickBooks which shows that we did send her email back when we completed the job
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  09/11/2023

  Since we dont seem to come to an agreement, We will let the courts decide who is the right party.

  Customer response

  09/11/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I specifically asked for a document that was referenced and not provided, in particular the quickbooks notice that an email with an invoice was sent to me by email in September 2022.  Instead, I received a **** ****** about the court system.  Eco Granite, could you please provide me with the document that you referenced but did not provide?

  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Friday, September 9, 2022, we had countertops scheduled to be installed in our home. $4500 worth of countertops, to be exact. The entire installation was a disaster, the work was fine, but the communication from the company and their lack of acknowledgement from what inconvenience was incurred, leaves a lot to be desired. At approximately 2pm on Friday, they installation crew, who could not communicate due to language barrier, realized the last piece (and most important piece) of countertop was cut incorrectly. My plumber and father in law had to try to use a phone translation device to communicate with them. When all was said and done, they could not finish the install, leaving me, my wife and three children without kitchen access for the night. That was a bummer, but no big deal. They called their boss, said they would return saturday morning to finish the job, and all is well. At approx 10:30am on Saturday the 10th, no one had called or showed up for install, so I called the place of business. No one knew of my issue, no one knew the job was incomplete, and no one knew the job was to be resumed. The install crew did not report the issue, so whoever they spoke to was obviously not from the office. My family was forced to go without kitchen access for the entire weekend and after some back and forth, arrangements made for Monday the 12th. My plumber has to be rescheduled, my family was forced to miss another day of work to be home, and I was washing dishes where we go to the bathroom and shower all weekend. The installers were INFORMED again to call Monday with arrival time, I was told this was no issue. They called my wife when they were at my house, and arrangements made to have someone meet them there. There is a complete breakdown of communication, a lack of faith when adhering to their mission statement, and I am definitely not "110% satisfied" with how I have been blown off by upper management. $4500 for two teachers is a lot of money.

*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. ↩