Discover Marble & Granite, Inc.

RUN!! Purchased granite counter tops from Discover and not one step of the process was on time according to what I was told from their employees A few times my appointment was "lost" or "never scheduled." They take several days to return phone calls and are extremely unprofessional I have been contacted numerous times by different people without an explanation as to why I don't have the same point person rather than repeating my problem over and over Aside from the extreme difficulty just getting the job completed, it was done poorly There were chips in my counter top when it was installed It was going to take a MONTH to get someone to fix it until they finally agreed to "squeeze me in." Even after buffing the chips, there are noticeable grooves in the graniteSave yourself a headache - go somewhere else!

We worked with Jess She was wonderful! we originally had a sample of granite we wanted but when we saw the entire sheet were not happy. She had the operator pull several more, even let us view one that had just arrived on their truck. It was the one! we tagged it!
They are the best and most patient people. I would recommend getting granite from them absolutely!
Mike

Very poor customer service I set up an appointment for 8/18/2015 between 9-12 at 12 I had to call 3 time to find out they couldn't make it till 2 pm at 1:45 I received a call saying they can't make it until 2:30 I had to pay a contractor 5 hrs to hang around a job still not measured they have all my money for 2 months I have no counters now the have one less costumer stay away

They wanted me to accept delivery Silestone countertops that they damaged during fabrication. And to pay for it@! I signed a contract with Emerald City Countertops in Plymouth, MA on July 5 for Bianco River Silestone counterops.These countertops were to be fabricated out of two slabs in order to be seamless. I gave half of the charge as a deposit. After waiting several weeks to find out when they would be installed--I received a call directly from Discover Marble and Granite (the wholesaler) asking my permission to OK a seam because they "cracked" the SIlestone during fabrication. I told them no and that they would have to work something out with Emerald City. The solution they came up with was to refund my deposit because I would not accept the seamed material. I signed a contract for a seamless countertop. They accepted the work. Not my fault that they cracked the material. Desired SettlementI want the Revdex.com logo on their website removed. They did ABSOLUTELY NOTHING TO fix the problem. They refunded the deposit to Emerald City, their retail outlet. Leaving me without countertops and a wasted month. THis business has no business taking people's money and when they mess up saying--tough luck you will accept this substandard product at full price.Business' Initial Response [redacted]'s order was placed with Emerald City Countertops and her request for a seamless piece was made directly to them. We did know that she wanted a seamless piece until we called her to add the seam. As [redacted] mentioned we cracked the piece trying to make it all in one piece. It is always are goal to make pieces seamless whenever possible. When the puiece cracked it was determined that this piece was too large to do seamlessly, which is when we contacted [redacted] to add the seam. We refused to cut another (3rd) slab to try to make the piece seamless becuase we knew it would just crack again and would just be another loss of a slab. When [redacted] insisted on a seamless piece despite informing her of the above we determined that the only course of action would be to refund her money because we were not willing to take a loss on trying to fabricate another slab seamlessly.Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)I did not contract with this business. I signed a contract w Emerald City. This business should never have called me directly. They should have worked issues out w Emerald City. Either they did not or I was never informed of any options about having my money returned. I was told that I was wrong, I could not have seamless countertops. Business' Final Response *Customer placed t order AND REQUEST for seamless top with Eermald City...we did not know about the request until we called the customer*We did not ask her to accept the damaged piece, we asked her to accept a seam in the countertop*We asked her to accept the seam because, as professional fabricators, we knew that after one failed attempt to make the piece seamless the only option would be to add a seam to protect the itegrity of the stone and also make it to the jobsite and through installation without breaking again.*we decided to refunded her money because she would not accept a seamed piece and as a business we could not purchase another slab only to have it break again trying to make the customer happy.

Company did not adequately communicate the schedule impact and price associated with seams and how seam decisions would be communicated.We ordered granite for our kitchen counters from Discover Marble and Granite through [redacted] on April 4, Discover phoned me to schedule a date and time for templating and a date for selecting the graniteOn May we visited the facility in Millbury MA to select the stone and sign papersTemplating was set for May We were informed delivery of the granite was typically completed 7-business days after the templatingWe signed a document stating the company might change the locations of seams in the granite during fabrication, and that if they did they would inform usThe document did not say that seam changes would (1) change price (2) change delivery date and (3) not be communicated to us directlyTemplating occurred as planned on May and so we were anticipating installation between June and Instead, on June (one week after templating) we received an email from [redacted] informing of us an optional upcharge offer from Discover to fabricate the granite without any seams at allThe upcharge was unexpected because no changes had been made to the original measurements agreed to with our kitchen dealer ([redacted])Despite this excess expense of ~10% of project cost, we paid it on June to meet the installation deadline expected by our contractorThere was no mention that delivery date would be impacted.On June I phoned Discover to confirm delivery would still occur by June (days after templating)Discover said no--that delivery would occur on June (days after templating)They said they had delayed any fabrication until after the seam upcharge offer was responded toThe 7-day estimate did not begin at templating as we had been informed; instead it began after the seam upcharge offer had been answeredIn their "what to expect documentation", which was briefly summarized in person prior to signing, Discover writes:1) section on "Pricing": "we have priced your order based on the original measurements given to us either by you or your kitchen dealer." Our measurements did not change so we feel the upcharge (the possibility of which was never orally disclosed in our visit to Discover) was unexpected and disclosed unjustifiably late in the process.2) section on "Lead times": while Discover clearly says the lead time is not a promise, they say that while "working with natural stone some circumstances do occur that may delay our order"The delay we experienced has no connection with the stone, but rather communication practices directly under Discover's controlThey discuss lead time relative to the templating date, and state no contingencies on our actions.3) section on "Seam": the documentation states "we will judge if your countertop requires any seams at time of template BUT the final decision is made before we fabricate"We were informed at templating that no seams would be requiredHence, no change was made relative to what the templater said, and we were not informed that any delays or costs would be contingent on our further actionUltimately, the seam upcharge is relatively minor; the two-week delay and the fact that Discover did not inform us promptly or directly about the delay are notWe feel we were mislead about the pricing and timeline and that the cost increases and delays are due to poor communication practices on Discover's part.Desired SettlementWe would like Discover to honor the estimated delivery window communicated to us and deliver within 7-days of templating (by June 12), as well as change their future practices.Business' Initial Response Our templator clearly discussed, in detail, why we needed seamsReasons were all related to access to the homeThe elevator was too small and with pieces that weighed almost lbsand another that weighed lbssafety for our installers is top priorityWe also factor whether the piece will make it into the home intactThe customer indicated he definitely did not want seamsIt was discussed at that time that there may be an additional charge for additional installers to help carry the pieces up four flights of stairsTHE CUSTOMER INITIALED AND SIGNED OUR PAPERWORK CONFIRMING THISThis negates the majority of the customer's complaints in regards to not knowing about needing seams, cost of doing pieces without seams, delay caused by waiting for additional amount owed for seamless piecesTo further explain:There was no "unjustifiably late disclosure" of costsUntil the template date, we did not know that the customer's installation was on the fourth floor, that the pieces would not fit into his elevator, and that the customer would be adamant about not having seamsThe customer was at our facility BEFORE we had been to his job site so we there was no way for us to know about his projects unique circumstances, therefore no way to know to discuss them while he was hereOur expectation sheet is a guideline for the general order process for a typical order placed with usIt is not a contract, nor a guaranteeIt does clearly state that our lead time is 7-between template and install DEPENDING ON THE DETAILS OF YOUR PROJECTIt also states that this the lead time is not a promiseIt would be unreasonable and next to impossible to ask that we attempt to list any and all issues, circumstances, additional costs in this guidelineWe make customer countertops not items that are pulled off shelves and deliveredEach job site is different and each homeowner has different expectation and preferencesDiscover has a contract with [redacted] in which, we must send all post template info to [redacted] within hours AND we cannot fabricate until we receive a "Final Purchase Order" which serves as approval to begin fabricationAfter determining that we could install seamless pieces, with the help of additional installers, we sent our post template paperwork to [redacted] on 5-(within our allotted timeframe)On 6-7-13, in the afternoon, we received the final purchase order from [redacted]The lead time for fabrication begins the next business day after the purchase order is receivedThis would be Monday 6-10-days from the 10th is the 24th which was the date we rescheduled the installation forThe original install date was scheduled for 6-11-We did not receive authorization to fabricate until 6-10-Even if we had started fabricating the next business day after we received the authorization to proceed, it is impossible to cut and polish in one day and still produce the quality product we are known forAfter moving around our production schedule and installation schedules we were able to move up the install date to the 18th.Going forward Discover will re-word the lead time statementFormerly: install will be 7-days from template dateTo a more accurate: Installation will be 7-days from the date we receive the approval to begin fabrication

Very poor customer service I set up an appointment for 8/18/2015 between 9-12 at 12 I had to call 3 time to find out they couldn't make it till 2 pm at 1:45 I received a call saying they can't make it until 2:30 I had to pay a contractor 5 hrs to hang around a job still not measured they have all my money for 2 months I have no counters now the have one less costumer stay away