Eco Marble and Granite

Eco just completed installation of counter tops in our house on Friday, August 12. I want to commend Brittany R[redacted], the first person we met met at the office. Our installers were Joe and Edgar, who did an outstanding job installing. They were courteous and professional. We highly recommend them for their attitude and work. Thank you for a great experience.

To Whom It May ConcernWewere originally scheduled for Granite Countertop installation on Friday, February 19 forMrs. [redacted]’s Kitchen. Mrs. [redacted] had paid for our company to provide removal and disposalof her existing countertops as well as install the new countertops. In an email and contractdated...

2/10/16 we reminded Mrs. [redacted] that we do not provide any plumbing services so shewould need to have her plumbing taken care of prior to our installers coming out. Mrs. [redacted]had the plumbing disconnected prior to our arrival, but after removing her existing tops mygranite installers noted to the homeowner that her new sink was too deep for the currentplumbing and we would not be able to continue our installation until it was taken care of. Thehomeowner then approved for my installer to cut down the plumbing being fully aware that wedo not handle plumbing and that we could not be held liable if something happened. Aftercutting down the pipe and having a leak in her home we immediately called [redacted] to takecare of any water damaged caused the same day the leak happened and paid out of pocket forthe repairs in the amount of $500.Mrs. [redacted] is now requesting that we cover the additional plumbing costs required that wewould have never been involved in from the beginning of the job. We want to resolve anyconcerns/complaints with our customer’s in the best manner possible for both parties.We believe that we rectified the issue with the customer the same day the problem arose byfirst allowing our installer to cut the pipe per the homeowner request, then by hiring/paying[redacted] to come into the home immediately to fix the water damage caused.Thank You,Eco Marble & Granite

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It does not offer resolution and is just informational.  We are still left with a poorly provided product and service and are expected to provide full payment.  The compensation would come at our expense as the consumer, not the business, who is at fault.  
Regards,
[redacted]

Eco just completed installation of counter tops in our house on Friday, August 12. I want to commend Brittany R[redacted], the first person we met met at the office. Our installers were Joe and Edgar, who did an outstanding job installing. They were courteous and professional. We highly recommend them for their attitude and work. Thank you for a great experience.

Review: Granite installers broke a water main while installing countertops with significant amount of water spreading over the house and through the crawl space below. Now they are refusing to pay for the repair and restoration of our kitchen. I am not asking for any additional cost, just exactly the amount to have the problem fixed and everything reinstalled. I called and spoke with the owner who refused to pay for the needed services and then hung up on me.Desired Settlement: The outcome desired would be repair of the damage caused by his company and an apology for not only poor professionalism but also for terrible customer service.

Business

Response:

To Whom It May ConcernWewere originally scheduled for Granite Countertop installation on Friday, February 19 forMrs. [redacted]’s Kitchen. Mrs. [redacted] had paid for our company to provide removal and disposalof her existing countertops as well as install the new countertops. In an email and contractdated 2/10/16 we reminded Mrs. [redacted] that we do not provide any plumbing services so shewould need to have her plumbing taken care of prior to our installers coming out. Mrs. [redacted]had the plumbing disconnected prior to our arrival, but after removing her existing tops mygranite installers noted to the homeowner that her new sink was too deep for the currentplumbing and we would not be able to continue our installation until it was taken care of. Thehomeowner then approved for my installer to cut down the plumbing being fully aware that wedo not handle plumbing and that we could not be held liable if something happened. Aftercutting down the pipe and having a leak in her home we immediately called [redacted] to takecare of any water damaged caused the same day the leak happened and paid out of pocket forthe repairs in the amount of $500.Mrs. [redacted] is now requesting that we cover the additional plumbing costs required that wewould have never been involved in from the beginning of the job. We want to resolve anyconcerns/complaints with our customer’s in the best manner possible for both parties.We believe that we rectified the issue with the customer the same day the problem arose byfirst allowing our installer to cut the pipe per the homeowner request, then by hiring/paying[redacted] to come into the home immediately to fix the water damage caused.Thank You,Eco Marble & Granite

Consumer

Response:

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

The two countertop installers did not ask me to cut the pipe. They told me they needed to cut the pipe to install the counter and I said OK. While they were cutting that pipe, they cut another pipe (the hot water main) that caused the water damage. I also invited him to my home to see the damage himself but he declined. I did not ask to have them cover the cost of the pipe that needed to be trimmed down. I asked them to cover the cost of the plumber that had to come out immediately that day and replace the hot water main pipe as well as the pipe itself. This cost was $100. He not only refused to do so but hung up on me. Additionally, he did NOT contact [redacted]. I did. They drilled multiple holes in my drywall, removed 144 sq. feet of insulation under my home from the water damage, placed two dehumidifiers and three fans, removed all of the baseboards, kickboards, and shoe molding. The water damage also removed the finish on my floor in the kitchen that had just been completed the week before. Again, in attempting to convey the extent of the damages, he refused to have an adult, professional conversation and hung up the phone. He did not even have the decency to apologize for the damage and has refused to pay for the damages resulting from the water damage. Finally, nowhere in the contract does it say that they are not or will not be held responsible for any damage caused by them. This whole situation is completely ridiculous and I am the one who is suffering the consequences. I had no kitchen and no water for over a week. The kitchen is still in shambles and there is still no insulation under my home.

Regards,

Review: We purchased a bathroom granite counter-top through [redacted]. They used Eco Marble has the subcontractor. The installation was fine (early Fall) but we noticed a spot about a month ago. It is a hole which is flaking and powdery and is getting larger. It is to the left of the faucet - perhaps someone started drilling in the wrong spot and covered it up? Regardless, each time we wipe the countertop and little more powder comes out and the hole gets deeper.My wife called Eco Marble on 3/3/14 and was told they would put in a work-order and call her back to schedule the repair. As of 3/12/14 we had not received a call. On that day I called and spoke to [redacted]. While she was cordial, I felt I was getting the run-around. She kept putting me on hold to speak to the "[redacted]" (not sure why the [redacted] wouldn't just speak directly to me). [redacted] called me back at 2pm on 3/12/14 and said she would put in a work-order (sound familiar?) but we would have to wait until "someone was in the area" (convenient for Eco Marble, not very convenient for the customer. As of 3/30/14 (it will be a total of a month on Monday since we started calling) we have not been called or scheduled. It seems they might need "prompting" from the Revdex.com.Desired Settlement: Visit and repair the hole.

Business

Response:

Dear [redacted]:

Eco Marble received the referenced customer complaint and

appreciates the opportunity to respond. Specifically, [redacted] complains that

the bathroom granite counter top was purchased and they noticed a small spot

that is flaking, powdery, and progressively getting larger.

Research regarding

this complaint shows that a work order for scheduled repair was submitted and repair

would be made when Eco-Marble &Granite would be in the area in which we

would call [redacted] and assure the date and time is convenient.

Eco Marble and Granite policy is to do all repairs when we

are in the areas of the repair. However we have not been in his area since we

last spoke to [redacted], but I will put a call into him every week until we are

in his area to resolve this issue. I

Eco Marble sincerely regrets any inconvenience this issue

may have caused. Please feel free contact us directly at [redacted] if you

have any additional questions or concerns in this matter.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Review: I purchased marble countertops from Eco Marble and Granite specifying a particular edge type and contiguous seams. These were to be installed in a particular configuration. I also purchased two additional countertops to be installed by others. The tops that Eco installed have a different edge than what I ordered and the seams are between non-contiguous pieces of marble. Further, Eco has never delivered the two additional countertops that were promised. Their website advertises "We are offering a quick turnaround time and 110% customer satisfaction. " Having received and paid for a product other than what I ordered, and not having received part of the order at all, I am 0% satisfied. Numerous attempts to resolve the matter with Eco have been in vain, as Eco has refused to rectify the matter through replacement or removal and refund, either of which resolution would be acceptable to me.Desired Settlement: I desire either of two outcomes: 1) Replace the installed countertops with counters that have the edge and seaming I specified and deliver the additional two countertops I paid for, both with correct edge; or 2) Remove and take back the countertops and refund my money.

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated when the consumer came into the shop he explained that the edges would need to be under cut so that they are not sharp or chip off. After the consumer left and the representative went to the consumer's home to measure, [redacted] stated that the consumer changed the plans back to what the consumer thought would look good before they were installed. [redacted] stated that there are no other counter tops and what the consumer ordered is what was sent and installed.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business has not been truthful in stating that they provided what I ordered. Had they provided what I ordered I would be satisfied. Moreover, when I ordered the specific edge they never said they could not provide it as it would chip. That is a complete fabrication not substantiated by anything in writing anywhere. Moreover, they did not address the fact that they shorted me two countertops for which I paid and that they never delivered. This is not an offer, nor is it a resolution. Please advise on any next steps I might take to attempt some real resolution, as this company is very unethical. They quoted me a price and then only delivered part of the order, and the part they did deliver does not resemble what I ordered. This is not honest business.

Regards,