Colonial Marble & Granite Reviews (%countItem)
Colonial Marble & Granite Rating
Address: 201 W Church Rd, Kng Of Prussa, Pennsylvania, United States, 19406-3229
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-On Wednesday November 27th, 2019, I met with a kitchen designer named *** at the *** located in Folsom, PA.
-On that same day, I paid in full for the installation of a new granite counter top.
-On December 6, 2019, Tanamian A (a Colonial Marble employee) came to my property to template for the counter top. Mr. A was extremely pushy and unprofessional by forcing me to change my design because of his personal preference related to the amount of counter top overhang.
-On December 13, 2019 the counter top was installed and the measurements were completely wrong.
-On December 13, 2019 I called Colonial Marble and spoke with a woman named Annie. After explaining the installation error, Annie informed me that I would receive an email by Monday, December 16, 2019. She stated I needed to reply to the email to confirm the design.
-Annie confirmed multiple times that our counter top with the correct measurements would be installed by the end of that week (Dec. 20th at the latest).
-After not receiving any form of communication from Annie for an entire week, I tried to reach Annie by phone. Every associate I spoke with told me she would call me back, but she never did.
-I finally refused to hang up and waited on the phone for 40 minutes to which Annie replied, "Sorry for the wait, it's just our busy season."
-At this point, another week had passed and my project was delayed AGAIN.
-Annie ensured me ONCE AGAIN that my correct counter top would be installed the FOLLOWING WEEK.
-She told me I would receive a phone call on the 26th of December confirming an installation time for the 27th of December.
-On the 26th of December at 3:45pm, I received a phone call informing me that the counter top would be installed between 8am and 10am the following day, December 27.
-45 minutes after receiving the installation confirmation phone call, I received another phone call from a Colonial Marble Employee stating that the counter top would not be installed the next day due to an unavailable truck.
Dear Revdex.com,
I have reviewed the customer's complaints with the service team and have confirmed the customer's job was completed and has been fully installed as of December 28th. Customer did have a few additional complaints and concerns with the overhang length and suitability of the material. An agreement was reached with the customer on a partial refund to customer to accept the material in lieu of a remake. Accordingly, we consider this matter closed and customer satisfied.
Respectfully Submitted,
Chris F
Corporate Counsel, Colonial Marble & Granite
To whom it may concern:
I am Rejecting this resolution currently because I have still not received payment in the amount of $600. It has been 2 weeks since I received the email regarding my refund from the service team leader Jessica S. I had to send an email to her 2 days ago informing her I have yet to receive payment. Once I receive the refund, then I would consider this nightmare over.
Damon Wade
[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:
Regards
Purchased 50 sq feet of granite and was delivered a counter top that had yellow marks which were not on original slab that was selected. My husband went to store where original purchase was made, to confirm slab had no defects or marks and he was told that it was not at that location any longer. How do we know during the transport of this countertop that it was not switch or damaged. *** marble employees and management team does not want to take any responsibility of the complaint that we have.They obviously don’t care about their customers and customer satisfaction. I was not given any resolution after requesting another countertop or partial refund, both request were denied. Also upon purchasing granite I was told that any granite left over could be made into a cutting board or small end table. Before granite was cut requested small table or cutting board and was denied request. After installation I was suppose to have about 7 sq feet of granite left over that was not given to me. My husband came into store on another occasion for a resolution and requested for manager to show him where yellow mark was on the template and manager says she could not see the spot on template provided to us. So why are we not getting a resolution? Why is any of this our fault?
Dear Revdex.com:
The "yellow mark" complained of by customer is natural to the stone and the same slab of material approved by customer was installed. All fabrication occurs in the *** location so tagged slabs are routinely transported from our showroom locations to *** throughout the daily course of business. While we recognize beauty is in the eye of the beholder, and the perception of one individual may vary from person to person, the discoloration in the stone is barely detectable wherein a remake of the countertop is not justifiable under the circumstances. In addition, the customer purchased countertops under a "up to 50 square feet" promotion. Customer is incorrect in believing any refund is due for unused square footage. Whether the customer used 43 square feet or 50 square feet, under this promotion, the pricing is the same.
Nonetheless, *** always strives at finding customer satisfaction and has extended an offer to customer to select any Level 1-3 marble/granite remnant at no material cost (Labor only) if they would like to proceed with the fabrication of a vanity or table top as mentioned above, and has been encouraged to contact a representative in our Services Department for scheduling.
Respectfully,
Chris F, General Counsel
[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: that was not the agreement that was presented to us at the time of purchase by your sales representative Rita. Furthermore since this original complaint we have contacted your company two additional times for service calls. The day countertop was installed there was a raised vein that was visible and we were told by installers that’s how it was suppose to be. We text a picture to service department and there was an obvious raised vein that had to be repolished. Then the second service call was because your installers did not put the plate that connects dishwasher to countertop. Installers came today to plate and acted as if they did not know how to put on the plate. My contractor told they to just leave the plate and he will installer. The most disgusting point about this entire process is that not one person in your company has offered a resolution that would actually make sense from a consumer perspective or even an apology.. Horrible customer service!
Regards
Dear Revdex.com,
I have spoken with our SVP of Operations with respect to the specified customers concerns. He has personally viewed and inspected the slab of material installed in the customer home and states there is no raised vein. Further, *** technicians do not attach any appliances to customer cabinetry which is why that element of work was left for customer's general contractor to complete. The original courtesy resolution offer made in an attempt to sweeten the customer's overall experience with *** remains on the table, but no monetary compensation is justified under the circumstances. The SVP of Operations has directly advised customer as of today to contact them if they require additional service.
Sincerely
Colonial was selected to replace existing countertops. Countertops picked in store, and paid in full through financing with *** per Colonial. Measurements taken by Colonial and old countertops to be removed with old sink, and new countertops and sink installed. On day of installation, Colonial installers manually ripped off existing paneling behind countertops (not in contract to be done). Placed new countertops on, and left ripped up paneling all throughout kitchen. They destroyed my property, and do not feel they are responsible. The job is incomplete, so the contract is breeched.
Dear Revdex.com,
Please be advised I have reviewed the details of this customer complaint with our internal services department. From our experience, the damage complained of seems to be in the $200 range and does not rise to the level which would garner a full refund of the contract. Alternately, the Customer has been offered all of the following as a resolution option:
1) $250.00 refund
2) A replacement 4" granite backsplash at no cost to customer
3) $250.00 credit off future tile order
4) Removal of the remaining plaster backsplash at no cost to customer.
From the merchant perspective, we believe these are all fair and reasonable options for the customer to choose from. Alternately, the customer is free to present their own quote for repair of the plaster at which point CMG would further evaluate its options. In the meantime, Colonial will actively continue to work with the customer to bring this matter to satisfactory resolution for the customer.
Respectfully Submitted,
Chris F General Counsel
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had a major problem with this company they treated me rudely they didn't care to help solve the problem they put all of the responsibility on me because I signed off on an iPad template which I could not have a copy of because they had no printer and I'm not an architect I did the best I could and when it was wrong it was my fault and there was no compromise I would suggest you never work with this company because if you have a problem you will lose
My wife and I placed an order for new counter tops at Colonial on 7/8/17 and paid a 25% deposit of $798.79. At the time the sales representative, Chikah B, let us know that they wouldn't be available to have someone come out for official measurements until the second half of August. We told him that was fine because with vacation and other plans we wouldn't be ready to move forward until at least late August or early September. I emailed Chikah with information he needed twice (9/8 and 9/18). I also left voicemail twice, with the most recent message being left this past Wednesday, 10/25. I never received a response to any of my four inquiries. When I called last week, I zeroed out to an operator to inquire as to whether Chikah was still employed with the company. The woman I spoke to informed me Chikah did still work there. I explained that I had reached out several times to no avail. She patched me through to his direct line which went to voicemail. I left a message stating I had tried reaching out several times and heard nothing. Five days later (they are open on weekends) I still have not heard back. At this point I do not wish to do business with a company which takes your money and won't respond to numerous contact attempts over the course of two months. I am asking that the order be cancelled and our deposit be refunded in full.
Please be advised we sincerely apologize on behalf of Colonial Marble & Granite as this is not the level of service we pride ourselves in taking and built our reputation on. Rather this is the action of one sales representative. Our policy is now and always has been to return any call from a customer in a timely manner no matter what the circumstances. I will have the sales manager at Colonial Marble & Granite personally reach out to this customer to attempt to make amends on the situation and if the customer so desires we will honor a full refund under the circumstances.
Respectfully Submitted,
Chris F
General Counsel, Colonial Marble & Granite
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. While I appreciate the business' recognition of the failure to respond and offer to make amends, I would appreciate they just refund my money as offered in their response.
Regards