Infinite Granite

Marble counter purchased, they offered cash price, sub-par customer service, counter cracked, removed still no refund of money. Went back on word!We purchased a marble vanity top with 2 sinks cash price $738.60 on [redacted] Have a camera copy of receipt as they would not give us a paper receipt for cash purchase. Called when Reno was ready for template they came and templated , we asked when would be ready so plumbing could move forward. We were told they would let us know. Over a week passed [redacted] we attempted to reach them to no avail they went on vacation without letting us know. finally install was set they arrived 1/2 late. We arrived home to multiple cracks around faucet holes and sink on both sides one such that you could get cut. The sinks were also mounted very poorly and sealed very sloppy and not centered.Called to relay our dissatisfaction, they called back next day(fri) said they would send someone out Monday. They arrived 2 hr 20 min late. They stated the plumbers cracked it when the installed the faucets. [redacted] the installer took pictures said he would speak with owner and they would get back to us. We went into their auburn office on Tue. because no return contact. [redacted] said [redacted] would get back to us. Still no word from [redacted] the owner. So Sunday we drove out to brimfield site [redacted] was in we spoke to him directly. He stated it was the plumber not his install. He looked me in the eye and shook my hand telling me that he would personally come to our home on tue to prove that it was a plumbing issue. We had plumber, contractor and my older brother all here so we could reach satisfactory conclusion. [redacted] did not show up he sent [redacted] to epoxy and buff counter. Asked [redacted] where was Cody he stated on another job. We told [redacted] we wanted the counter removed and a refund. [redacted] uninstalled counter and sinks placed in company truck he signed our printout of the photo receipt stating he removed the cracked marble and sinks and returned to shop. We have pic of counter in their truck. On Thurs [redacted] called raising his voice repeatedly saying we ganged up on his guy. I had to say I listened to you you need to listen to me. I stated we hired you as a licensed insured professional. Mistakes happen you make it right, you refund us our money you put in an insurance claim and get refunded. He became increasingly agitated and rude, finally I asked are we at an impass and if so I would be contacting Revdex.com, [redacted], and court if necessary. He angrily stated he would mail me a check. A week passed ** check, called again stating if we did not get check by tue [redacted] we would move forward. No refund has been issued.Desired SettlementWhile we have lost time from work, and have held up our renovation significantly we are only looking for our purchase price refunded. If we need to bring this to court we will be looking for lost wages and court fees as well.Business Response To whom it may concern,On [redacted] & [redacted] purchased a remnant piece of 3/4" marble from our yard in [redacted] with two sinks included. On [redacted] over 2 months later, they were ready for template. [redacted], our sales and template guy went to their house measured and told them 7-10 days their top would be installed. On [redacted] ten days later, at 8:00am their piece was installed by [redacted] the installer, which at that time, [redacted] nor [redacted] were there to see the perfect job we had given them. They had a contractor there who was doing the job of inspecting the top, also the plumbers were there to install the drains and fixtures. [redacted], the installer, had told them they need to give the sinks 45 minutes for the glue to set. [redacted] then asked the contractor to inspect the top. The contractor went into the bathroom and said it looked good. At that time, [redacted] packed up and left and so did the contractor. [redacted] was parked behind him and the contractor was in a hurry to leave, so they ended up leaving at the same time. Within 30 minutes we received a phone call saying the sink had come loose... they did not wait the 45 minutes we had told them to wait for the glue to cure. At that time, [redacted] call the contractor back to see if they needed [redacted] to reset the sink. The contractor said he would call him back. He never did. Four hours later, we received another phone call from [redacted] & [redacted] saying the top was cracked in the faucet hole, which was not there when [redacted] left after being inspected by the contractor. [redacted] went back to look at the top and [redacted] said that the plumbers cracked it by over tightening the faucet on 3/4" marble, which is very brittle material to begin with. That following Sunday [redacted] & [redacted] had showed up to our Brimfield location, which at that time we discussed the job and I did say I, [redacted] would go back on [redacted] to look at the top, but I did have previous jobs scheduled and they took longer than anticipated to install, so I sent [redacted], the one who installed their piece to defend our company. When [redacted] showed up on [redacted], the father, the contractor, & the owner of the plumbing company (who did not do install), were there. It was at that point that [redacted] & Joan told [redacted] they only wanted [redacted] (myself) to come & look at the piece. They made [redacted] feel threatened & on guard the entire time he was there. They showed [redacted] the gouged marble, which was from the faucet when it was installed. They did not care to hear anything from [redacted] & told him they did not want the top, so [redacted] then removed the piece. They blamed us for the cracks that were put into the stone, which were not done by us. If the cracks were there, which they were not when it was inspected by the contractor who said it looked good... the plumbers who moved the sinks before waiting the 45 minutes (like [redacted] had told them to), would have mentioned that to us when they called to tell us about the sinks being loose. Why would they have continued to install fixtures on a cracked top? Because it was not cracked until they put the fixtures in, which I told [redacted] & [redacted] on the phone. It makes no sense to me that the contractor inspected the top and said it looks good & left the job at the same time as [redacted], our installer, if there was any kind of an issue.The plumbers failed to wait the 45 minutes for the glue to cure, which [redacted] had told them to. The plumber had moved both sinks and the overhang was no longer even around the sinks, then cracked the top by over tightening the faucet.Again, it makes no sense to me why they would continue & finish installing fixtures if the top was broken. The contractor never called back for us to fix the loose sinks & then put the blame on Infinite Granite for the cracks & broken top.Consumer Response We do not accept this complaint as resolved or closed.To begin with [redacted] did not speak at all to our refund. [redacted] his installer removed the counter including sinks and returned the items to their shop [redacted] They have the product back, [redacted] stated on the phone with me on [redacted] that he would mail a refund check. (during this phone conversation he became rude and loud.) We have not received a check.* So to recap [redacted] the owner of infinite granite has misrepresented, provided subpar customer service and has not followed through with his commitments in our purchase of a marble counter and sinks.* At the time of purchase we informed them that our Reno was not starting until July. We were told that was not a problem.* We were not informed that a ¾ marble was "very brittle material to begin with" if we had we would not have gone with it. We were looking for a particular color type.* If the install was done so perfectly why didn't [redacted] the installer take a picture with his phone of his perfect install. He did take pictures with his phone of the cracks when called back to our home. Further [redacted] never responded to us about rectifying the issue until we had to seek them back out again. ( going to the store speaking with [redacted] and out to Brimfield on [redacted] and spoke directly with [redacted] did not come to our home to inspect and in his words " prove to us that it was the plumber who cracked the counter". He could have called us to let us know he could not make it and reschedule. Instead [redacted] came in and there was no mention of [redacted] not coming until I asked "where is [redacted] . * When [redacted] came to the house on [redacted] he stated he was there to repair the counter. We stated we ordered a custom counter without damage. I stared if I ordered a custom suit and it arrived with a tear in the leg I would not want a patch I would want a new suit. We told [redacted] he needed to remove the counter and we wanted out money back. He signed our photo printout of our receipt paying for the counter in cash stating he removed and was returning the product. At no time did [redacted] even call [redacted] Had [redacted] honored his commitment and came to our home on [redacted] all necessary parties would have been present to discuss responsibility. Infinite Granite has taken possession of the product back and has the responsibility of refunding us our money.Final Business Response I ([redacted]) spoke to [redacted] & [redacted] on [redacted] & advised them I would be mailing them a check on [redacted] for a full refund on the vanity top & services performed. Unfortunately there was too many parties involved to know for certain how the damage was done to the vanity top, but I want to make things right for [redacted] & [redacted]. I apologized for any inconvenience they experienced & hopefully both parties can move past this with a better feeling about the situation. Thanks, [redacted]Infinite Granite

Marble counter purchased, they offered cash price, sub-par customer service, counter cracked, removed still no refund of money. Went back on word!We purchased a marble vanity top with 2 sinks cash price $738.60 on [redacted] Have a camera copy of receipt as they would not give us a paper receipt for cash purchase. Called when Reno was ready for template they came and templated , we asked when would be ready so plumbing could move forward. We were told they would let us know. Over a week passed [redacted] we attempted to reach them to no avail they went on vacation without letting us know. finally install was set they arrived 1/2 late. We arrived home to multiple cracks around faucet holes and sink on both sides one such that you could get cut. The sinks were also mounted very poorly and sealed very sloppy and not centered.Called to relay our dissatisfaction, they called back next day(fri) said they would send someone out Monday. They arrived 2 hr 20 min late. They stated the plumbers cracked it when the installed the faucets. [redacted] the installer took pictures said he would speak with owner and they would get back to us. We went into their auburn office on Tue. because no return contact. [redacted] said [redacted] would get back to us. Still no word from [redacted] the owner. So Sunday we drove out to brimfield site [redacted] was in we spoke to him directly. He stated it was the plumber not his install. He looked me in the eye and shook my hand telling me that he would personally come to our home on tue to prove that it was a plumbing issue. We had plumber, contractor and my older brother all here so we could reach satisfactory conclusion. [redacted] did not show up he sent [redacted] to epoxy and buff counter. Asked [redacted] where was Cody he stated on another job. We told [redacted] we wanted the counter removed and a refund. [redacted] uninstalled counter and sinks placed in company truck he signed our printout of the photo receipt stating he removed the cracked marble and sinks and returned to shop. We have pic of counter in their truck. On Thurs [redacted] called raising his voice repeatedly saying we ganged up on his guy. I had to say I listened to you you need to listen to me. I stated we hired you as a licensed insured professional. Mistakes happen you make it right, you refund us our money you put in an insurance claim and get refunded. He became increasingly agitated and rude, finally I asked are we at an impass and if so I would be contacting Revdex.com, [redacted], and court if necessary. He angrily stated he would mail me a check. A week passed ** check, called again stating if we did not get check by tue [redacted] we would move forward. No refund has been issued.Desired SettlementWhile we have lost time from work, and have held up our renovation significantly we are only looking for our purchase price refunded. If we need to bring this to court we will be looking for lost wages and court fees as well.Business Response To whom it may concern,On [redacted] & [redacted] purchased a remnant piece of 3/4" marble from our yard in [redacted] with two sinks included. On [redacted] over 2 months later, they were ready for template. [redacted], our sales and template guy went to their house measured and told them 7-10 days their top would be installed. On [redacted] ten days later, at 8:00am their piece was installed by [redacted] the installer, which at that time, [redacted] nor [redacted] were there to see the perfect job we had given them. They had a contractor there who was doing the job of inspecting the top, also the plumbers were there to install the drains and fixtures. [redacted], the installer, had told them they need to give the sinks 45 minutes for the glue to set. [redacted] then asked the contractor to inspect the top. The contractor went into the bathroom and said it looked good. At that time, [redacted] packed up and left and so did the contractor. [redacted] was parked behind him and the contractor was in a hurry to leave, so they ended up leaving at the same time. Within 30 minutes we received a phone call saying the sink had come loose... they did not wait the 45 minutes we had told them to wait for the glue to cure. At that time, [redacted] call the contractor back to see if they needed [redacted] to reset the sink. The contractor said he would call him back. He never did. Four hours later, we received another phone call from [redacted] & [redacted] saying the top was cracked in the faucet hole, which was not there when [redacted] left after being inspected by the contractor. [redacted] went back to look at the top and [redacted] said that the plumbers cracked it by over tightening the faucet on 3/4" marble, which is very brittle material to begin with. That following Sunday [redacted] & [redacted] had showed up to our Brimfield location, which at that time we discussed the job and I did say I, [redacted] would go back on [redacted] to look at the top, but I did have previous jobs scheduled and they took longer than anticipated to install, so I sent [redacted], the one who installed their piece to defend our company. When [redacted] showed up on [redacted], the father, the contractor, & the owner of the plumbing company (who did not do install), were there. It was at that point that [redacted] & Joan told [redacted] they only wanted [redacted] (myself) to come & look at the piece. They made [redacted] feel threatened & on guard the entire time he was there. They showed [redacted] the gouged marble, which was from the faucet when it was installed. They did not care to hear anything from [redacted] & told him they did not want the top, so [redacted] then removed the piece. They blamed us for the cracks that were put into the stone, which were not done by us. If the cracks were there, which they were not when it was inspected by the contractor who said it looked good... the plumbers who moved the sinks before waiting the 45 minutes (like [redacted] had told them to), would have mentioned that to us when they called to tell us about the sinks being loose. Why would they have continued to install fixtures on a cracked top? Because it was not cracked until they put the fixtures in, which I told [redacted] & [redacted] on the phone. It makes no sense to me that the contractor inspected the top and said it looks good & left the job at the same time as [redacted], our installer, if there was any kind of an issue.The plumbers failed to wait the 45 minutes for the glue to cure, which [redacted] had told them to. The plumber had moved both sinks and the overhang was no longer even around the sinks, then cracked the top by over tightening the faucet.Again, it makes no sense to me why they would continue & finish installing fixtures if the top was broken. The contractor never called back for us to fix the loose sinks & then put the blame on Infinite Granite for the cracks & broken top.Consumer Response We do not accept this complaint as resolved or closed.To begin with [redacted] did not speak at all to our refund. [redacted] his installer removed the counter including sinks and returned the items to their shop [redacted] They have the product back, [redacted] stated on the phone with me on [redacted] that he would mail a refund check. (during this phone conversation he became rude and loud.) We have not received a check.* So to recap [redacted] the owner of infinite granite has misrepresented, provided subpar customer service and has not followed through with his commitments in our purchase of a marble counter and sinks.* At the time of purchase we informed them that our Reno was not starting until July. We were told that was not a problem.* We were not informed that a ¾ marble was "very brittle material to begin with" if we had we would not have gone with it. We were looking for a particular color type.* If the install was done so perfectly why didn't [redacted] the installer take a picture with his phone of his perfect install. He did take pictures with his phone of the cracks when called back to our home. Further [redacted] never responded to us about rectifying the issue until we had to seek them back out again. ( going to the store speaking with [redacted] and out to Brimfield on [redacted] and spoke directly with [redacted] did not come to our home to inspect and in his words " prove to us that it was the plumber who cracked the counter". He could have called us to let us know he could not make it and reschedule. Instead [redacted] came in and there was no mention of [redacted] not coming until I asked "where is [redacted] . * When [redacted] came to the house on [redacted] he stated he was there to repair the counter. We stated we ordered a custom counter without damage. I stared if I ordered a custom suit and it arrived with a tear in the leg I would not want a patch I would want a new suit. We told [redacted] he needed to remove the counter and we wanted out money back. He signed our photo printout of our receipt paying for the counter in cash stating he removed and was returning the product. At no time did [redacted] even call [redacted] Had [redacted] honored his commitment and came to our home on [redacted] all necessary parties would have been present to discuss responsibility. Infinite Granite has taken possession of the product back and has the responsibility of refunding us our money.Final Business Response I ([redacted]) spoke to [redacted] & [redacted] on [redacted] & advised them I would be mailing them a check on [redacted] for a full refund on the vanity top & services performed. Unfortunately there was too many parties involved to know for certain how the damage was done to the vanity top, but I want to make things right for [redacted] & [redacted]. I apologized for any inconvenience they experienced & hopefully both parties can move past this with a better feeling about the situation. Thanks, [redacted]Infinite Granite

Complaint10-21-2014 Infinite Granite was going to come back and fix some installation issues. Installation date [redacted]Sales Rep. [redacted] installed by Owner, [redacted].When our countertop was cut for the stove, the opening would not accommodate the.entire stove. [redacted] assured us it was not a big deal and they would come back and fix It. [redacted] said he would fix any problem. He also said to call accommodate would make it right. Our issues are, the countertop needs to be notche to accommodate our stove. The countertop touches the wall on the ends, but is cut bowed against the wall. There is a gap from 1/4 inch to 1/2 inch away from the wall. It is to far away from the wall to install the back splash we picked out. A seem is very visible and not flush. The is an 8 inch secular ring that does not wash off. I have called 4 times and each time told they would come out soon. Since [redacted] 4 phone calls and 2 e-mails with pictures.Desired SettlementI would like Infinite Granite to fix the issues. If the issues can't be fixed, I feel we should be compensated for the visual defects. Or they should replace the countertop. We had been very happy with [redacted] and [redacted] They have the nicest personalities and I hope I somehow fell through the cracks.Business Response These customers did go through us, Infinite Granite to get their granite kitchen. When [redacted] made their template, he scribed the wall to get a nice tight fit, so when they did their tile they would have no issues. To the left of their fridge, their existing backsplash was so loose from years of water damage (which was dry but moldy). The wall behind the sink side still had counters and backsplash on when the template was made, so the customer does not have to lose their sink for a couple weeks while fabricating the new counters. As it goes for any house, the walls are not perfectly straight, so when scribing the wall you would add thickness of the old backsplash line to keep the counters the same size. Roughly 25-1/2" front to back. As [redacted] templates, he looks for space behind counter/backsplash. Their backsplash did have space behind it. Laminate countertops can be bent to fit tight, however their laminate counter top was not. Cody did take that into consideration and did add extra in some spots.Regarding the stove notch, which had to be done for their dishwasher to be able to open all the way, which it does open all the way... The customers want the stove notched more but should not because their stove is an old stove and when it needs to be replaced, new ones are not made to those dimensions, and there will be a gap. I've attached some pictures of the beautiful kitchen we fabricated & installed for these customers, and there is no staining on any area of the kitchen in these pictures. There was no spot when Infinite Granite left the completed job. If the customers would like to have us come back out to notch the stove again, we are more than happy to, but Infinite Granite will not be liable down the road if the customers purchase a new stove and it does not fit, as explained above. [redacted]Infinite Granite

Complaint10-21-2014 Infinite Granite was going to come back and fix some installation issues. Installation date [redacted]Sales Rep. [redacted] installed by Owner, [redacted].When our countertop was cut for the stove, the opening would not accommodate the.entire stove. [redacted] assured us it was not a big deal and they would come back and fix It. [redacted] said he would fix any problem. He also said to call accommodate would make it right. Our issues are, the countertop needs to be notche to accommodate our stove. The countertop touches the wall on the ends, but is cut bowed against the wall. There is a gap from 1/4 inch to 1/2 inch away from the wall. It is to far away from the wall to install the back splash we picked out. A seem is very visible and not flush. The is an 8 inch secular ring that does not wash off. I have called 4 times and each time told they would come out soon. Since [redacted] 4 phone calls and 2 e-mails with pictures.Desired SettlementI would like Infinite Granite to fix the issues. If the issues can't be fixed, I feel we should be compensated for the visual defects. Or they should replace the countertop. We had been very happy with [redacted] and [redacted] They have the nicest personalities and I hope I somehow fell through the cracks.Business Response These customers did go through us, Infinite Granite to get their granite kitchen. When [redacted] made their template, he scribed the wall to get a nice tight fit, so when they did their tile they would have no issues. To the left of their fridge, their existing backsplash was so loose from years of water damage (which was dry but moldy). The wall behind the sink side still had counters and backsplash on when the template was made, so the customer does not have to lose their sink for a couple weeks while fabricating the new counters. As it goes for any house, the walls are not perfectly straight, so when scribing the wall you would add thickness of the old backsplash line to keep the counters the same size. Roughly 25-1/2" front to back. As [redacted] templates, he looks for space behind counter/backsplash. Their backsplash did have space behind it. Laminate countertops can be bent to fit tight, however their laminate counter top was not. Cody did take that into consideration and did add extra in some spots.Regarding the stove notch, which had to be done for their dishwasher to be able to open all the way, which it does open all the way... The customers want the stove notched more but should not because their stove is an old stove and when it needs to be replaced, new ones are not made to those dimensions, and there will be a gap. I've attached some pictures of the beautiful kitchen we fabricated & installed for these customers, and there is no staining on any area of the kitchen in these pictures. There was no spot when Infinite Granite left the completed job. If the customers would like to have us come back out to notch the stove again, we are more than happy to, but Infinite Granite will not be liable down the road if the customers purchase a new stove and it does not fit, as explained above. [redacted]Infinite Granite

Complaint10-21-2014 Infinite Granite was going to come back and fix some installation issues. Installation date [redacted]Sales Rep. [redacted] installed by Owner, [redacted].When our countertop was cut for the stove, the opening would not accommodate the.entire stove. [redacted] assured us it was not a big deal and they would come back and fix It. [redacted] said he would fix any problem. He also said to call accommodate would make it right. Our issues are, the countertop needs to be notche to accommodate our stove. The countertop touches the wall on the ends, but is cut bowed against the wall. There is a gap from 1/4 inch to 1/2 inch away from the wall. It is to far away from the wall to install the back splash we picked out. A seem is very visible and not flush. The is an 8 inch secular ring that does not wash off. I have called 4 times and each time told they would come out soon. Since [redacted] 4 phone calls and 2 e-mails with pictures.Desired SettlementI would like Infinite Granite to fix the issues. If the issues can't be fixed, I feel we should be compensated for the visual defects. Or they should replace the countertop. We had been very happy with [redacted] and [redacted] They have the nicest personalities and I hope I somehow fell through the cracks.Business Response These customers did go through us, Infinite Granite to get their granite kitchen. When [redacted] made their template, he scribed the wall to get a nice tight fit, so when they did their tile they would have no issues. To the left of their fridge, their existing backsplash was so loose from years of water damage (which was dry but moldy). The wall behind the sink side still had counters and backsplash on when the template was made, so the customer does not have to lose their sink for a couple weeks while fabricating the new counters. As it goes for any house, the walls are not perfectly straight, so when scribing the wall you would add thickness of the old backsplash line to keep the counters the same size. Roughly 25-1/2" front to back. As [redacted] templates, he looks for space behind counter/backsplash. Their backsplash did have space behind it. Laminate countertops can be bent to fit tight, however their laminate counter top was not. Cody did take that into consideration and did add extra in some spots.Regarding the stove notch, which had to be done for their dishwasher to be able to open all the way, which it does open all the way... The customers want the stove notched more but should not because their stove is an old stove and when it needs to be replaced, new ones are not made to those dimensions, and there will be a gap. I've attached some pictures of the beautiful kitchen we fabricated & installed for these customers, and there is no staining on any area of the kitchen in these pictures. There was no spot when Infinite Granite left the completed job. If the customers would like to have us come back out to notch the stove again, we are more than happy to, but Infinite Granite will not be liable down the road if the customers purchase a new stove and it does not fit, as explained above. [redacted]Infinite Granite

Marble counter purchased, they offered cash price, sub-par customer service, counter cracked, removed still no refund of money. Went back on word!We purchased a marble vanity top with 2 sinks cash price $738.60 on [redacted] Have a camera copy of receipt as they would not give us a paper receipt for cash purchase. Called when Reno was ready for template they came and templated , we asked when would be ready so plumbing could move forward. We were told they would let us know. Over a week passed [redacted] we attempted to reach them to no avail they went on vacation without letting us know. finally install was set they arrived 1/2 late. We arrived home to multiple cracks around faucet holes and sink on both sides one such that you could get cut. The sinks were also mounted very poorly and sealed very sloppy and not centered.Called to relay our dissatisfaction, they called back next day(fri) said they would send someone out Monday. They arrived 2 hr 20 min late. They stated the plumbers cracked it when the installed the faucets. [redacted] the installer took pictures said he would speak with owner and they would get back to us. We went into their auburn office on Tue. because no return contact. [redacted] said [redacted] would get back to us. Still no word from [redacted] the owner. So Sunday we drove out to brimfield site [redacted] was in we spoke to him directly. He stated it was the plumber not his install. He looked me in the eye and shook my hand telling me that he would personally come to our home on tue to prove that it was a plumbing issue. We had plumber, contractor and my older brother all here so we could reach satisfactory conclusion. [redacted] did not show up he sent [redacted] to epoxy and buff counter. Asked [redacted] where was Cody he stated on another job. We told [redacted] we wanted the counter removed and a refund. [redacted] uninstalled counter and sinks placed in company truck he signed our printout of the photo receipt stating he removed the cracked marble and sinks and returned to shop. We have pic of counter in their truck. On Thurs [redacted] called raising his voice repeatedly saying we ganged up on his guy. I had to say I listened to you you need to listen to me. I stated we hired you as a licensed insured professional. Mistakes happen you make it right, you refund us our money you put in an insurance claim and get refunded. He became increasingly agitated and rude, finally I asked are we at an impass and if so I would be contacting Revdex.com, [redacted], and court if necessary. He angrily stated he would mail me a check. A week passed ** check, called again stating if we did not get check by tue [redacted] we would move forward. No refund has been issued.Desired SettlementWhile we have lost time from work, and have held up our renovation significantly we are only looking for our purchase price refunded. If we need to bring this to court we will be looking for lost wages and court fees as well.Business Response To whom it may concern,On [redacted] & [redacted] purchased a remnant piece of 3/4" marble from our yard in [redacted] with two sinks included. On [redacted] over 2 months later, they were ready for template. [redacted], our sales and template guy went to their house measured and told them 7-10 days their top would be installed. On [redacted] ten days later, at 8:00am their piece was installed by [redacted] the installer, which at that time, [redacted] nor [redacted] were there to see the perfect job we had given them. They had a contractor there who was doing the job of inspecting the top, also the plumbers were there to install the drains and fixtures. [redacted], the installer, had told them they need to give the sinks 45 minutes for the glue to set. [redacted] then asked the contractor to inspect the top. The contractor went into the bathroom and said it looked good. At that time, [redacted] packed up and left and so did the contractor. [redacted] was parked behind him and the contractor was in a hurry to leave, so they ended up leaving at the same time. Within 30 minutes we received a phone call saying the sink had come loose... they did not wait the 45 minutes we had told them to wait for the glue to cure. At that time, [redacted] call the contractor back to see if they needed [redacted] to reset the sink. The contractor said he would call him back. He never did. Four hours later, we received another phone call from [redacted] & [redacted] saying the top was cracked in the faucet hole, which was not there when [redacted] left after being inspected by the contractor. [redacted] went back to look at the top and [redacted] said that the plumbers cracked it by over tightening the faucet on 3/4" marble, which is very brittle material to begin with. That following Sunday [redacted] & [redacted] had showed up to our Brimfield location, which at that time we discussed the job and I did say I, [redacted] would go back on [redacted] to look at the top, but I did have previous jobs scheduled and they took longer than anticipated to install, so I sent [redacted], the one who installed their piece to defend our company. When [redacted] showed up on [redacted], the father, the contractor, & the owner of the plumbing company (who did not do install), were there. It was at that point that [redacted] & Joan told [redacted] they only wanted [redacted] (myself) to come & look at the piece. They made [redacted] feel threatened & on guard the entire time he was there. They showed [redacted] the gouged marble, which was from the faucet when it was installed. They did not care to hear anything from [redacted] & told him they did not want the top, so [redacted] then removed the piece. They blamed us for the cracks that were put into the stone, which were not done by us. If the cracks were there, which they were not when it was inspected by the contractor who said it looked good... the plumbers who moved the sinks before waiting the 45 minutes (like [redacted] had told them to), would have mentioned that to us when they called to tell us about the sinks being loose. Why would they have continued to install fixtures on a cracked top? Because it was not cracked until they put the fixtures in, which I told [redacted] & [redacted] on the phone. It makes no sense to me that the contractor inspected the top and said it looks good & left the job at the same time as [redacted], our installer, if there was any kind of an issue.The plumbers failed to wait the 45 minutes for the glue to cure, which [redacted] had told them to. The plumber had moved both sinks and the overhang was no longer even around the sinks, then cracked the top by over tightening the faucet.Again, it makes no sense to me why they would continue & finish installing fixtures if the top was broken. The contractor never called back for us to fix the loose sinks & then put the blame on Infinite Granite for the cracks & broken top.Consumer Response We do not accept this complaint as resolved or closed.To begin with [redacted] did not speak at all to our refund. [redacted] his installer removed the counter including sinks and returned the items to their shop [redacted] They have the product back, [redacted] stated on the phone with me on [redacted] that he would mail a refund check. (during this phone conversation he became rude and loud.) We have not received a check.* So to recap [redacted] the owner of infinite granite has misrepresented, provided subpar customer service and has not followed through with his commitments in our purchase of a marble counter and sinks.* At the time of purchase we informed them that our Reno was not starting until July. We were told that was not a problem.* We were not informed that a ¾ marble was "very brittle material to begin with" if we had we would not have gone with it. We were looking for a particular color type.* If the install was done so perfectly why didn't [redacted] the installer take a picture with his phone of his perfect install. He did take pictures with his phone of the cracks when called back to our home. Further [redacted] never responded to us about rectifying the issue until we had to seek them back out again. ( going to the store speaking with [redacted] and out to Brimfield on [redacted] and spoke directly with [redacted] did not come to our home to inspect and in his words " prove to us that it was the plumber who cracked the counter". He could have called us to let us know he could not make it and reschedule. Instead [redacted] came in and there was no mention of [redacted] not coming until I asked "where is [redacted] . * When [redacted] came to the house on [redacted] he stated he was there to repair the counter. We stated we ordered a custom counter without damage. I stared if I ordered a custom suit and it arrived with a tear in the leg I would not want a patch I would want a new suit. We told [redacted] he needed to remove the counter and we wanted out money back. He signed our photo printout of our receipt paying for the counter in cash stating he removed and was returning the product. At no time did [redacted] even call [redacted] Had [redacted] honored his commitment and came to our home on [redacted] all necessary parties would have been present to discuss responsibility. Infinite Granite has taken possession of the product back and has the responsibility of refunding us our money.Final Business Response I ([redacted]) spoke to [redacted] & [redacted] on [redacted] & advised them I would be mailing them a check on [redacted] for a full refund on the vanity top & services performed. Unfortunately there was too many parties involved to know for certain how the damage was done to the vanity top, but I want to make things right for [redacted] & [redacted]. I apologized for any inconvenience they experienced & hopefully both parties can move past this with a better feeling about the situation. Thanks, [redacted]Infinite Granite

Complaint10-21-2014 Infinite Granite was going to come back and fix some installation issues. Installation date [redacted]Sales Rep. [redacted] installed by Owner, [redacted].When our countertop was cut for the stove, the opening would not accommodate the.entire stove. [redacted] assured us it was not a big deal and they would come back and fix It. [redacted] said he would fix any problem. He also said to call accommodate would make it right. Our issues are, the countertop needs to be notche to accommodate our stove. The countertop touches the wall on the ends, but is cut bowed against the wall. There is a gap from 1/4 inch to 1/2 inch away from the wall. It is to far away from the wall to install the back splash we picked out. A seem is very visible and not flush. The is an 8 inch secular ring that does not wash off. I have called 4 times and each time told they would come out soon. Since [redacted] 4 phone calls and 2 e-mails with pictures.Desired SettlementI would like Infinite Granite to fix the issues. If the issues can't be fixed, I feel we should be compensated for the visual defects. Or they should replace the countertop. We had been very happy with [redacted] and [redacted] They have the nicest personalities and I hope I somehow fell through the cracks.Business Response These customers did go through us, Infinite Granite to get their granite kitchen. When [redacted] made their template, he scribed the wall to get a nice tight fit, so when they did their tile they would have no issues. To the left of their fridge, their existing backsplash was so loose from years of water damage (which was dry but moldy). The wall behind the sink side still had counters and backsplash on when the template was made, so the customer does not have to lose their sink for a couple weeks while fabricating the new counters. As it goes for any house, the walls are not perfectly straight, so when scribing the wall you would add thickness of the old backsplash line to keep the counters the same size. Roughly 25-1/2" front to back. As [redacted] templates, he looks for space behind counter/backsplash. Their backsplash did have space behind it. Laminate countertops can be bent to fit tight, however their laminate counter top was not. Cody did take that into consideration and did add extra in some spots.Regarding the stove notch, which had to be done for their dishwasher to be able to open all the way, which it does open all the way... The customers want the stove notched more but should not because their stove is an old stove and when it needs to be replaced, new ones are not made to those dimensions, and there will be a gap. I've attached some pictures of the beautiful kitchen we fabricated & installed for these customers, and there is no staining on any area of the kitchen in these pictures. There was no spot when Infinite Granite left the completed job. If the customers would like to have us come back out to notch the stove again, we are more than happy to, but Infinite Granite will not be liable down the road if the customers purchase a new stove and it does not fit, as explained above. [redacted]Infinite Granite

Complaint10-21-2014 Infinite Granite was going to come back and fix some installation issues. Installation date [redacted]Sales Rep. [redacted] installed by Owner, [redacted].When our countertop was cut for the stove, the opening would not accommodate the.entire stove. [redacted] assured us it was not a big deal and they would come back and fix It. [redacted] said he would fix any problem. He also said to call accommodate would make it right. Our issues are, the countertop needs to be notche to accommodate our stove. The countertop touches the wall on the ends, but is cut bowed against the wall. There is a gap from 1/4 inch to 1/2 inch away from the wall. It is to far away from the wall to install the back splash we picked out. A seem is very visible and not flush. The is an 8 inch secular ring that does not wash off. I have called 4 times and each time told they would come out soon. Since [redacted] 4 phone calls and 2 e-mails with pictures.Desired SettlementI would like Infinite Granite to fix the issues. If the issues can't be fixed, I feel we should be compensated for the visual defects. Or they should replace the countertop. We had been very happy with [redacted] and [redacted] They have the nicest personalities and I hope I somehow fell through the cracks.Business Response These customers did go through us, Infinite Granite to get their granite kitchen. When [redacted] made their template, he scribed the wall to get a nice tight fit, so when they did their tile they would have no issues. To the left of their fridge, their existing backsplash was so loose from years of water damage (which was dry but moldy). The wall behind the sink side still had counters and backsplash on when the template was made, so the customer does not have to lose their sink for a couple weeks while fabricating the new counters. As it goes for any house, the walls are not perfectly straight, so when scribing the wall you would add thickness of the old backsplash line to keep the counters the same size. Roughly 25-1/2" front to back. As [redacted] templates, he looks for space behind counter/backsplash. Their backsplash did have space behind it. Laminate countertops can be bent to fit tight, however their laminate counter top was not. Cody did take that into consideration and did add extra in some spots.Regarding the stove notch, which had to be done for their dishwasher to be able to open all the way, which it does open all the way... The customers want the stove notched more but should not because their stove is an old stove and when it needs to be replaced, new ones are not made to those dimensions, and there will be a gap. I've attached some pictures of the beautiful kitchen we fabricated & installed for these customers, and there is no staining on any area of the kitchen in these pictures. There was no spot when Infinite Granite left the completed job. If the customers would like to have us come back out to notch the stove again, we are more than happy to, but Infinite Granite will not be liable down the road if the customers purchase a new stove and it does not fit, as explained above. [redacted]Infinite Granite

Marble counter purchased, they offered cash price, sub-par customer service, counter cracked, removed still no refund of money. Went back on word!We purchased a marble vanity top with 2 sinks cash price $738.60 on [redacted] Have a camera copy of receipt as they would not give us a paper receipt for cash purchase. Called when Reno was ready for template they came and templated , we asked when would be ready so plumbing could move forward. We were told they would let us know. Over a week passed [redacted] we attempted to reach them to no avail they went on vacation without letting us know. finally install was set they arrived 1/2 late. We arrived home to multiple cracks around faucet holes and sink on both sides one such that you could get cut. The sinks were also mounted very poorly and sealed very sloppy and not centered.Called to relay our dissatisfaction, they called back next day(fri) said they would send someone out Monday. They arrived 2 hr 20 min late. They stated the plumbers cracked it when the installed the faucets. [redacted] the installer took pictures said he would speak with owner and they would get back to us. We went into their auburn office on Tue. because no return contact. [redacted] said [redacted] would get back to us. Still no word from [redacted] the owner. So Sunday we drove out to brimfield site [redacted] was in we spoke to him directly. He stated it was the plumber not his install. He looked me in the eye and shook my hand telling me that he would personally come to our home on tue to prove that it was a plumbing issue. We had plumber, contractor and my older brother all here so we could reach satisfactory conclusion. [redacted] did not show up he sent [redacted] to epoxy and buff counter. Asked [redacted] where was Cody he stated on another job. We told [redacted] we wanted the counter removed and a refund. [redacted] uninstalled counter and sinks placed in company truck he signed our printout of the photo receipt stating he removed the cracked marble and sinks and returned to shop. We have pic of counter in their truck. On Thurs [redacted] called raising his voice repeatedly saying we ganged up on his guy. I had to say I listened to you you need to listen to me. I stated we hired you as a licensed insured professional. Mistakes happen you make it right, you refund us our money you put in an insurance claim and get refunded. He became increasingly agitated and rude, finally I asked are we at an impass and if so I would be contacting Revdex.com, [redacted], and court if necessary. He angrily stated he would mail me a check. A week passed ** check, called again stating if we did not get check by tue [redacted] we would move forward. No refund has been issued.Desired SettlementWhile we have lost time from work, and have held up our renovation significantly we are only looking for our purchase price refunded. If we need to bring this to court we will be looking for lost wages and court fees as well.Business Response To whom it may concern,On [redacted] & [redacted] purchased a remnant piece of 3/4" marble from our yard in [redacted] with two sinks included. On [redacted] over 2 months later, they were ready for template. [redacted], our sales and template guy went to their house measured and told them 7-10 days their top would be installed. On [redacted] ten days later, at 8:00am their piece was installed by [redacted] the installer, which at that time, [redacted] nor [redacted] were there to see the perfect job we had given them. They had a contractor there who was doing the job of inspecting the top, also the plumbers were there to install the drains and fixtures. [redacted], the installer, had told them they need to give the sinks 45 minutes for the glue to set. [redacted] then asked the contractor to inspect the top. The contractor went into the bathroom and said it looked good. At that time, [redacted] packed up and left and so did the contractor. [redacted] was parked behind him and the contractor was in a hurry to leave, so they ended up leaving at the same time. Within 30 minutes we received a phone call saying the sink had come loose... they did not wait the 45 minutes we had told them to wait for the glue to cure. At that time, [redacted] call the contractor back to see if they needed [redacted] to reset the sink. The contractor said he would call him back. He never did. Four hours later, we received another phone call from [redacted] & [redacted] saying the top was cracked in the faucet hole, which was not there when [redacted] left after being inspected by the contractor. [redacted] went back to look at the top and [redacted] said that the plumbers cracked it by over tightening the faucet on 3/4" marble, which is very brittle material to begin with. That following Sunday [redacted] & [redacted] had showed up to our Brimfield location, which at that time we discussed the job and I did say I, [redacted] would go back on [redacted] to look at the top, but I did have previous jobs scheduled and they took longer than anticipated to install, so I sent [redacted], the one who installed their piece to defend our company. When [redacted] showed up on [redacted], the father, the contractor, & the owner of the plumbing company (who did not do install), were there. It was at that point that [redacted] & Joan told [redacted] they only wanted [redacted] (myself) to come & look at the piece. They made [redacted] feel threatened & on guard the entire time he was there. They showed [redacted] the gouged marble, which was from the faucet when it was installed. They did not care to hear anything from [redacted] & told him they did not want the top, so [redacted] then removed the piece. They blamed us for the cracks that were put into the stone, which were not done by us. If the cracks were there, which they were not when it was inspected by the contractor who said it looked good... the plumbers who moved the sinks before waiting the 45 minutes (like [redacted] had told them to), would have mentioned that to us when they called to tell us about the sinks being loose. Why would they have continued to install fixtures on a cracked top? Because it was not cracked until they put the fixtures in, which I told [redacted] & [redacted] on the phone. It makes no sense to me that the contractor inspected the top and said it looks good & left the job at the same time as [redacted], our installer, if there was any kind of an issue.The plumbers failed to wait the 45 minutes for the glue to cure, which [redacted] had told them to. The plumber had moved both sinks and the overhang was no longer even around the sinks, then cracked the top by over tightening the faucet.Again, it makes no sense to me why they would continue & finish installing fixtures if the top was broken. The contractor never called back for us to fix the loose sinks & then put the blame on Infinite Granite for the cracks & broken top.Consumer Response We do not accept this complaint as resolved or closed.To begin with [redacted] did not speak at all to our refund. [redacted] his installer removed the counter including sinks and returned the items to their shop [redacted] They have the product back, [redacted] stated on the phone with me on [redacted] that he would mail a refund check. (during this phone conversation he became rude and loud.) We have not received a check.* So to recap [redacted] the owner of infinite granite has misrepresented, provided subpar customer service and has not followed through with his commitments in our purchase of a marble counter and sinks.* At the time of purchase we informed them that our Reno was not starting until July. We were told that was not a problem.* We were not informed that a ¾ marble was "very brittle material to begin with" if we had we would not have gone with it. We were looking for a particular color type.* If the install was done so perfectly why didn't [redacted] the installer take a picture with his phone of his perfect install. He did take pictures with his phone of the cracks when called back to our home. Further [redacted] never responded to us about rectifying the issue until we had to seek them back out again. ( going to the store speaking with [redacted] and out to Brimfield on [redacted] and spoke directly with [redacted] did not come to our home to inspect and in his words " prove to us that it was the plumber who cracked the counter". He could have called us to let us know he could not make it and reschedule. Instead [redacted] came in and there was no mention of [redacted] not coming until I asked "where is [redacted] . * When [redacted] came to the house on [redacted] he stated he was there to repair the counter. We stated we ordered a custom counter without damage. I stared if I ordered a custom suit and it arrived with a tear in the leg I would not want a patch I would want a new suit. We told [redacted] he needed to remove the counter and we wanted out money back. He signed our photo printout of our receipt paying for the counter in cash stating he removed and was returning the product. At no time did [redacted] even call [redacted] Had [redacted] honored his commitment and came to our home on [redacted] all necessary parties would have been present to discuss responsibility. Infinite Granite has taken possession of the product back and has the responsibility of refunding us our money.Final Business Response I ([redacted]) spoke to [redacted] & [redacted] on [redacted] & advised them I would be mailing them a check on [redacted] for a full refund on the vanity top & services performed. Unfortunately there was too many parties involved to know for certain how the damage was done to the vanity top, but I want to make things right for [redacted] & [redacted]. I apologized for any inconvenience they experienced & hopefully both parties can move past this with a better feeling about the situation. Thanks, [redacted]Infinite Granite

Complaint10-21-2014 Infinite Granite was going to come back and fix some installation issues. Installation date [redacted]Sales Rep. [redacted] installed by Owner, [redacted].When our countertop was cut for the stove, the opening would not accommodate the.entire stove. [redacted] assured us it was not a big deal and they would come back and fix It. [redacted] said he would fix any problem. He also said to call accommodate would make it right. Our issues are, the countertop needs to be notche to accommodate our stove. The countertop touches the wall on the ends, but is cut bowed against the wall. There is a gap from 1/4 inch to 1/2 inch away from the wall. It is to far away from the wall to install the back splash we picked out. A seem is very visible and not flush. The is an 8 inch secular ring that does not wash off. I have called 4 times and each time told they would come out soon. Since [redacted] 4 phone calls and 2 e-mails with pictures.Desired SettlementI would like Infinite Granite to fix the issues. If the issues can't be fixed, I feel we should be compensated for the visual defects. Or they should replace the countertop. We had been very happy with [redacted] and [redacted] They have the nicest personalities and I hope I somehow fell through the cracks.Business Response These customers did go through us, Infinite Granite to get their granite kitchen. When [redacted] made their template, he scribed the wall to get a nice tight fit, so when they did their tile they would have no issues. To the left of their fridge, their existing backsplash was so loose from years of water damage (which was dry but moldy). The wall behind the sink side still had counters and backsplash on when the template was made, so the customer does not have to lose their sink for a couple weeks while fabricating the new counters. As it goes for any house, the walls are not perfectly straight, so when scribing the wall you would add thickness of the old backsplash line to keep the counters the same size. Roughly 25-1/2" front to back. As [redacted] templates, he looks for space behind counter/backsplash. Their backsplash did have space behind it. Laminate countertops can be bent to fit tight, however their laminate counter top was not. Cody did take that into consideration and did add extra in some spots.Regarding the stove notch, which had to be done for their dishwasher to be able to open all the way, which it does open all the way... The customers want the stove notched more but should not because their stove is an old stove and when it needs to be replaced, new ones are not made to those dimensions, and there will be a gap. I've attached some pictures of the beautiful kitchen we fabricated & installed for these customers, and there is no staining on any area of the kitchen in these pictures. There was no spot when Infinite Granite left the completed job. If the customers would like to have us come back out to notch the stove again, we are more than happy to, but Infinite Granite will not be liable down the road if the customers purchase a new stove and it does not fit, as explained above. [redacted]Infinite Granite

Marble counter purchased, they offered cash price, sub-par customer service, counter cracked, removed still no refund of money. Went back on word!We purchased a marble vanity top with 2 sinks cash price $738.60 on [redacted] Have a camera copy of receipt as they would not give us a paper receipt for cash purchase. Called when Reno was ready for template they came and templated , we asked when would be ready so plumbing could move forward. We were told they would let us know. Over a week passed [redacted] we attempted to reach them to no avail they went on vacation without letting us know. finally install was set they arrived 1/2 late. We arrived home to multiple cracks around faucet holes and sink on both sides one such that you could get cut. The sinks were also mounted very poorly and sealed very sloppy and not centered.Called to relay our dissatisfaction, they called back next day(fri) said they would send someone out Monday. They arrived 2 hr 20 min late. They stated the plumbers cracked it when the installed the faucets. [redacted] the installer took pictures said he would speak with owner and they would get back to us. We went into their auburn office on Tue. because no return contact. [redacted] said [redacted] would get back to us. Still no word from [redacted] the owner. So Sunday we drove out to brimfield site [redacted] was in we spoke to him directly. He stated it was the plumber not his install. He looked me in the eye and shook my hand telling me that he would personally come to our home on tue to prove that it was a plumbing issue. We had plumber, contractor and my older brother all here so we could reach satisfactory conclusion. [redacted] did not show up he sent [redacted] to epoxy and buff counter. Asked [redacted] where was Cody he stated on another job. We told [redacted] we wanted the counter removed and a refund. [redacted] uninstalled counter and sinks placed in company truck he signed our printout of the photo receipt stating he removed the cracked marble and sinks and returned to shop. We have pic of counter in their truck. On Thurs [redacted] called raising his voice repeatedly saying we ganged up on his guy. I had to say I listened to you you need to listen to me. I stated we hired you as a licensed insured professional. Mistakes happen you make it right, you refund us our money you put in an insurance claim and get refunded. He became increasingly agitated and rude, finally I asked are we at an impass and if so I would be contacting Revdex.com, [redacted], and court if necessary. He angrily stated he would mail me a check. A week passed ** check, called again stating if we did not get check by tue [redacted] we would move forward. No refund has been issued.Desired SettlementWhile we have lost time from work, and have held up our renovation significantly we are only looking for our purchase price refunded. If we need to bring this to court we will be looking for lost wages and court fees as well.Business Response To whom it may concern,On [redacted] & [redacted] purchased a remnant piece of 3/4" marble from our yard in [redacted] with two sinks included. On [redacted] over 2 months later, they were ready for template. [redacted], our sales and template guy went to their house measured and told them 7-10 days their top would be installed. On [redacted] ten days later, at 8:00am their piece was installed by [redacted] the installer, which at that time, [redacted] nor [redacted] were there to see the perfect job we had given them. They had a contractor there who was doing the job of inspecting the top, also the plumbers were there to install the drains and fixtures. [redacted], the installer, had told them they need to give the sinks 45 minutes for the glue to set. [redacted] then asked the contractor to inspect the top. The contractor went into the bathroom and said it looked good. At that time, [redacted] packed up and left and so did the contractor. [redacted] was parked behind him and the contractor was in a hurry to leave, so they ended up leaving at the same time. Within 30 minutes we received a phone call saying the sink had come loose... they did not wait the 45 minutes we had told them to wait for the glue to cure. At that time, [redacted] call the contractor back to see if they needed [redacted] to reset the sink. The contractor said he would call him back. He never did. Four hours later, we received another phone call from [redacted] & [redacted] saying the top was cracked in the faucet hole, which was not there when [redacted] left after being inspected by the contractor. [redacted] went back to look at the top and [redacted] said that the plumbers cracked it by over tightening the faucet on 3/4" marble, which is very brittle material to begin with. That following Sunday [redacted] & [redacted] had showed up to our Brimfield location, which at that time we discussed the job and I did say I, [redacted] would go back on [redacted] to look at the top, but I did have previous jobs scheduled and they took longer than anticipated to install, so I sent [redacted], the one who installed their piece to defend our company. When [redacted] showed up on [redacted], the father, the contractor, & the owner of the plumbing company (who did not do install), were there. It was at that point that [redacted] & Joan told [redacted] they only wanted [redacted] (myself) to come & look at the piece. They made [redacted] feel threatened & on guard the entire time he was there. They showed [redacted] the gouged marble, which was from the faucet when it was installed. They did not care to hear anything from [redacted] & told him they did not want the top, so [redacted] then removed the piece. They blamed us for the cracks that were put into the stone, which were not done by us. If the cracks were there, which they were not when it was inspected by the contractor who said it looked good... the plumbers who moved the sinks before waiting the 45 minutes (like [redacted] had told them to), would have mentioned that to us when they called to tell us about the sinks being loose. Why would they have continued to install fixtures on a cracked top? Because it was not cracked until they put the fixtures in, which I told [redacted] & [redacted] on the phone. It makes no sense to me that the contractor inspected the top and said it looks good & left the job at the same time as [redacted], our installer, if there was any kind of an issue.The plumbers failed to wait the 45 minutes for the glue to cure, which [redacted] had told them to. The plumber had moved both sinks and the overhang was no longer even around the sinks, then cracked the top by over tightening the faucet.Again, it makes no sense to me why they would continue & finish installing fixtures if the top was broken. The contractor never called back for us to fix the loose sinks & then put the blame on Infinite Granite for the cracks & broken top.Consumer Response We do not accept this complaint as resolved or closed.To begin with [redacted] did not speak at all to our refund. [redacted] his installer removed the counter including sinks and returned the items to their shop [redacted] They have the product back, [redacted] stated on the phone with me on [redacted] that he would mail a refund check. (during this phone conversation he became rude and loud.) We have not received a check.* So to recap [redacted] the owner of infinite granite has misrepresented, provided subpar customer service and has not followed through with his commitments in our purchase of a marble counter and sinks.* At the time of purchase we informed them that our Reno was not starting until July. We were told that was not a problem.* We were not informed that a ¾ marble was "very brittle material to begin with" if we had we would not have gone with it. We were looking for a particular color type.* If the install was done so perfectly why didn't [redacted] the installer take a picture with his phone of his perfect install. He did take pictures with his phone of the cracks when called back to our home. Further [redacted] never responded to us about rectifying the issue until we had to seek them back out again. ( going to the store speaking with [redacted] and out to Brimfield on [redacted] and spoke directly with [redacted] did not come to our home to inspect and in his words " prove to us that it was the plumber who cracked the counter". He could have called us to let us know he could not make it and reschedule. Instead [redacted] came in and there was no mention of [redacted] not coming until I asked "where is [redacted] . * When [redacted] came to the house on [redacted] he stated he was there to repair the counter. We stated we ordered a custom counter without damage. I stared if I ordered a custom suit and it arrived with a tear in the leg I would not want a patch I would want a new suit. We told [redacted] he needed to remove the counter and we wanted out money back. He signed our photo printout of our receipt paying for the counter in cash stating he removed and was returning the product. At no time did [redacted] even call [redacted] Had [redacted] honored his commitment and came to our home on [redacted] all necessary parties would have been present to discuss responsibility. Infinite Granite has taken possession of the product back and has the responsibility of refunding us our money.Final Business Response I ([redacted]) spoke to [redacted] & [redacted] on [redacted] & advised them I would be mailing them a check on [redacted] for a full refund on the vanity top & services performed. Unfortunately there was too many parties involved to know for certain how the damage was done to the vanity top, but I want to make things right for [redacted] & [redacted]. I apologized for any inconvenience they experienced & hopefully both parties can move past this with a better feeling about the situation. Thanks, [redacted]Infinite Granite