Marble Builder Direct

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The merchant continues to claim that he hasn't been paid the dollars from my credit card company and that he had me on a way call with his merchant services, however he has the money and in that way call his merchant services company said soThey said he was given a temporary credit for the funds pending the final notification from [redacted] that the case has been closed I had a signed agreement with the merchant to do the installation on Saturday May 7th and when the merchant signed that agreement he knew that I had disputed the original charge of dollarsHe took an extra dollars from me on that day and said that he would complete the installation of my granite on the following Saturday (May 7th)I told him at that time that all he had to do was respond to the charge back with the letter which he had gotten from [redacted] and that his funds would be restored to him within 1-business daysOn May 5th (see [redacted] statement), the merchant demanded cash payment for the charge back amount to do the install and I drove there to pay him because I wanted the job completed for my wife's birthday on May 10thThe merchant refused to take the money and said that he would work with the credit card company to recover the funds which he felt would take a couple of weeks and in the mean time he would do the installation as agreed upon that SaturdayOn May 6th at 8pm he started calling me and texting me saying that he wouldn't do the installation of the granite because of the charge back and I again offered him the cash but he refused the money saying that the charge back had to go away first before he would installationHe also stated that he had responded to the dispute by letter, fax, and phoneI contacted [redacted] on May 7th and they told me that they had heard nothing from the merchantI also contacted his merchant services company and they too told me that the merchant hadn't responded to themIn fact the merchant didn't respond to the charge back at his merchant services until May8th after his installation date was missedThe response was then delayed from his merchant services until May24th [redacted] received that response and they then did as I had said that they would and restored the disputed funds on May27th to his account(see [redacted] Statement) The merchant continued throughout the time after May7th demanding cash payment (first dollars and then dollars) or he would tack on liens and expensive attorney fees to the chargeThe merchant would have you believe that [redacted] is holding my money and hasn't paid himand I believe that would be fraud on their part and would be a crimeI have paid the merchant the full charge and he has to quit claiming otherwise and do the work Regards, [redacted] ***

Dear [redacted] I have spoken to our customer times the past monthShe has placed an order and picked out a specific slab that we have paid and put aside specifically for our customer [redacted] [redacted] Our contract says there there is no refund which is signed by herWe have this policy because every slab is different and we ask for deposit on an order so that we can take this out of our inventory just like we did for this customer and have been holding this material over months now.We have came to an agreement to deduct % from her invoice (-$622.66) and refund her $which customer has agreed.In addition as a courtesy I have told [redacted] that whenever she decides to do her kitchen and returns back to our comoany , I will gladly back to her $towards her new order (less 3%) as we have paid this to our credit card transaction company.Thank You.Farhad M [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Upon completion of installation, customer signed satisfaction form stating that the job was done to their entire satisfaction Days later, we received a call from the customers' [boyfriend] stating that he had concerns about the condition of the graniteAs a courtesy, we sent an installer out free of charge to assess the issueUpon inspection, it was determined that the error had not been made on part of Marble Builder Direct, instead, it was an issue with the way the cabinets had been unevenly installed as the customer mentioned in this complaintWe strive to keep all of our customers happy and fully satisfied and we are willing to work one on one with the customer in order to achieve this.As per our contract, we will make an additional trip to the job site for a charge of $At this time, the customer will be required to pay the total amount that they have disputed on their credit card (either by check or cash) in order to prevent Marble Builder Direct from placing a lien on the home for failure to pay and will also be required to remove all negative reviews posted

Marble Builder DirectBrookpark Rd Cleveland, OH Phone: 216-398-Fax: 216-398-www.marblebuilderdirect.com 07/21/ATTENTION: [redacted] Customer Name: [redacted] Complaint ID: [redacted] Customer placed an order with Marble Builder Direct in December of 2D1& A mandatory and nonrefundable 50% deposit was collected in order for us to hold the specific material to he had selected from our inventoryIn June of eighteen months laterthe customer called the office at Marble Builder Direct to notify that he was ready for a measurement appointmentTwo days latera representative was sent out to take measurementsUpon completed measurements, the material was cut and polished to fit the customer's' custom kitchen countertopsMr [redacted] was treated as priority and given the soonest available installation date, however it was not the time frame that he had in mind, A week before his scheduled installation, Marble Builder Direct received notification that Mr [redacted] disputed at of his credit card chargesAs of today, payments have been reversed from our account and material has been cut and polished to customers' specific measurements, making it otherwise useless to usThank you, Farhad M [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.In response to the explanation offered by Marble Builders Direct I would like to clarify some of the information they have offeredWhile it is true that the satisfaction papers were signed, I was told that they were papers that had to be signed after they finished up the jobI specifically asked if I could wipe everything down and clean up from the job and inspect everything after they left and was told yes It is untrue that it was several days later when we first complained of the faulty work I went back to my phone records which show that I called Marble Builders Direct at 5:p.m I spoke to Hannah who told me to text Farhad directly with pictures, and she would also let him know Then I texted Farhad explaining the issues with the granite installation along with pictures at 5:p.m My boyfriend had called him that night when he returned home from work Our phone records prove this, and we have a follow up text message from Farhad acknowledging that he had received our request He had claimed he was out of town and that he would call us back as soon as he returned He did call us back within days, March 10th, to arrange for the follow up visitThe claims that our cabinets prevented Marble Builders Direct from completing the installation properly are not based in truth or reality Being that we knew that this is what would be blamed for the poor work done by Marble Builders Direct, we had an independent third party review our cabinet installation We have their results documented and can share them with you We however would prefer not to have those results shared with Farhad being that he continually threatens to place liens on our property, create new invoices and file lawsuits against usAnd to be completely clear on what I mean by “new invoices”, I have text messages where Farhad had claimed he would create an invoice for the visit that he now readily admits was “free of charge” and a “courtesy”.Additionally, the aforementioned report contains details on the exact errors that were made in the installation process none of which have anything to do with the cabinets or their proper installationAs for our online reviews, we do not feel it is in the best interest of consumers in our community or ourselves to remove them In fact, one of the main reasons that we are filing this report is in an attempt to ensure that no other trusting individual is put through the stress that we have been subjected to as a direct result of not only the poor work performed in our home, but the constant threats that we were subjected to during our attempt to resolve the issue with Marble Builder’s Direct Farhad has harassed both my boyfriend and me with text messages while we were at work He went as far as threatening to write a “nasty” and baseless review about my boyfriend’s employer on the internet; again, all of this is documented and provableAnd lastly, concerning us paying this company to correct their own shoddy work is obviously out of the question [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Company responded by phone-***MrFarhad M*** states that the consumer ordered the countertop and paid toward the invoiceFarhad states that he measured the consumer's home for the counters and then advised the consumer, when the order came inHe states the consumer paid the additional
and then advised him that he had out a hold on the first payment since the comapny had not called him back and that he will have it releasedFarhad states that he then scheduled the installation believing that the consumer was paid in fullHe states that he later found out that the consumer had did a chargebackHe states that the consumer told him that he had cancelled it and kept stating that it was just a hold and not a chargeback, Farhad states that the counter has been cut and all they are waiting on is to receive the payment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is true that this was granite that was used at Browns Stadium and was in two pieces however there was no glue and the pieces were not warpedHow does granite this thick warps?If so why did he keep the unused pieces and placed them for saleI had another person come and place the shimmy in the correct place to level the one piece by my stove, after getting no response from this companyThis delayed my contractor for two weeks to complete my kitchen, because after meeting with Farhad he promised that they would come back and level the graniteBut never returned my call or responded to my emailAs a customer who paid him in good faith deserves good serviceMy next step is to contact my credit card company for a refund
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have listened to backsplash excuse. The wall that was damaged isn't attached to cour strips nor sinks that were replaced. Signed off. They were late as usual and I left for work. I signed off on nothing and it was noticed immediately of their installer whom is rude argumentative and expected I rip off countertops prior to getting there when it's part of the service. I didn't want their backsplash and have had it professionally done by another company. Wall affected wasn't where their work was performed nor the 1502 I paid ahead for no call no shows. I immediately called the installer and he argued of backsplash. I explained over and over I knew that wall would be effected. I do have a brain on this matter. It was a wall off to left side where countertops were leaned against and obviously shouldn't of been. I called owner and be stated send pictures we are a business that backs their work. I was happy with what purchased and not happy a wall that had nothing to do with the area where new countertops and sinks were replaced was effected and caused even more money out of my pocket due to a repair. I have listened to backsplash excuse. It's not the backsplash or even wall that's near installment of. If a company damages while leaning very heavy granite countertops against it. Well what would be expected from. Yes busted wall. $178 from 1502 not only paid well before the damaged wall, which now I see why pay ahead. It's to clear their money then when damages happen the buyer can't with hold portion of payment to fix damages they cause.

Upon completion of installation, customer signed satisfaction form stating that the job was done to their entire satisfaction.  Days later, we received a call from the customers' [boyfriend] stating that he had concerns about the condition of the granite. As a courtesy, we sent an...

installer out free of charge to assess the issue. Upon inspection, it was determined that the error had not been made on part of Marble Builder Direct, instead, it was an issue with the way the cabinets had been unevenly installed as the customer mentioned in this complaint. We strive to keep all of our customers happy and fully satisfied and we are willing to work one on one with the customer in order to achieve this.As per our contract, we will make an additional trip to the job site for a charge of $250. At this time, the customer will be required to pay the total amount that they have disputed on their credit card (either by check or cash) in order to prevent Marble Builder Direct from placing a lien on the home for failure to pay and will also be required to remove all negative reviews posted.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The  merchant continues to claim that he hasn't been paid the 3300 dollars from my credit card company and that he had me on a 3 way call with his merchant services, however he has the money and in that 3 way call his merchant services company said so. They said he was given a temporary credit for the funds pending the final notification from [redacted] that the case has been closed.  I had a signed agreement with the merchant to do the installation on Saturday May 7th and when the merchant signed that agreement he knew that I had disputed the original charge of 3300 dollars. He took an extra 3700 dollars from me on that day and said that he would complete the installation of my granite on the following Saturday (May 7th). I told him at that time that all he had to do was respond to the charge back with the letter which he had gotten from [redacted] and that his funds would be restored to him within 1-3 business days. On May 5th (see [redacted] statement), the merchant demanded cash payment for the charge back amount to do the install and I drove there to pay him because I wanted the job completed for my wife's birthday on May 10th. The merchant refused to take the money and said that he would work with the credit card company to recover the funds which he felt would take a couple of weeks and in the mean time he would do the installation as agreed upon that Saturday. On May 6th at 8pm he started calling me and texting me saying that he wouldn't do the installation of the granite because of the charge back and I again offered him the cash but he refused the money saying that the charge back had to go away first before he would installation. He also stated that he had responded to the dispute by letter, fax, and phone. I contacted [redacted] on May 7th and they told me that they had heard nothing from the merchant. I also contacted his merchant services company and they too told me that the merchant hadn't responded to them. In fact the merchant didn't respond to the charge back at his merchant services until May8th after his installation date was missed. The response was then delayed from his merchant services until May24th. [redacted] received that response and they  then did as I had said that they would and restored the disputed funds on May27th to his account. (see [redacted] Statement).  The merchant continued throughout the time after May7th demanding cash payment (first 7000 dollars and then 3300 dollars) or he would tack on liens and expensive attorney fees to the charge. The merchant would have you believe that [redacted] is holding my money and hasn't paid himand I believe that would be fraud on their part and would be a crime. I have paid the merchant the full charge and he has to quit claiming otherwise and do the work.
Regards,
[redacted]

Marble Builder Direct4100 Brookpark Rd Cleveland, OH 44134 Phone: 216-398-1588 Fax: 216-398-1590 www.marblebuilderdirect.com 07/21/2016 ATTENTION: [redacted] Customer Name: [redacted] Complaint ID: [redacted] Customer placed an order with Marble Builder Direct in December...

of 2D1& A mandatory and nonrefundable 50% deposit was collected in order for us to hold the specific material to he had selected from our inventory. In June of 2016. eighteen months later. the customer called the office at Marble Builder Direct to notify that he was ready for a measurement appointment. Two days later. a representative was sent out to take measurements. Upon completed measurements, the material was cut and polished to fit the customer's' custom kitchen countertops. Mr. [redacted] was treated as priority and given the soonest available installation date, however it was not the time frame that he had in mind, A week before his scheduled installation, Marble Builder Direct received notification that Mr. [redacted] disputed at of his credit card charges. As of today, payments have been reversed from our account and material has been cut and polished to customers' specific measurements, making it otherwise useless to us. Thank you, Farhad M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There were many inaccuracies and misleading statements in the prior response from Marble Builder Direct.  We have made 3 payments to Marble Builder Direct.  In July 2016, we asked that our credit card company  return 2 of the 3 payments since Marble Builder Direct indicated that they would no longer refund all but $200.00 as originally promised.  We only asked that 2 of the 3 payments be returned (even though this meant an overpayment) since we were trying to honor the prior agreement that was made.  The amount that Marble Builder Direct still has is $450.00.  I request that the final $250.00 be made to us in keeping with the agreement we reached.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In response to the explanation offered by Marble Builders Direct I would like to clarify some of the information they have offered. While it is true that the satisfaction papers were signed, I was told that they were papers that had to be signed after they finished up the job. I specifically asked if I could wipe everything down and clean up from the job and inspect everything after they left and was told yes.  It is untrue that it was several days later when we first complained of the faulty work.  I went back to my phone records which show that I called Marble Builders Direct at 5:20 p.m.  I spoke to Hannah who told me to text Farhad directly with pictures, and she would also let him know.  Then I texted Farhad explaining the issues with the granite installation along with pictures at 5:33 p.m.  My boyfriend had called him that night when he returned home from work.  Our phone records prove this, and we have a follow up text message from Farhad acknowledging that he had received our request.  He had claimed he was out of town and that he would call us back as soon as he returned.  He did call us back within 3 days, March 10th, to arrange for the follow up visit. The claims that our cabinets prevented Marble Builders Direct from completing the installation properly are not based in truth or reality.  Being that we knew that this is what would be blamed for the poor work done by Marble Builders Direct, we had an independent third party review our cabinet installation.  We have their results documented and can share them with you.  We however would prefer not to have those results shared with Farhad being that he continually threatens to place liens on our property, create new invoices and file lawsuits against us. And to be completely clear on what I mean by “new invoices”, I have text messages where Farhad had claimed he would create an invoice for the visit that he now readily admits was “free of charge” and a “courtesy”.Additionally, the aforementioned report contains details on the exact errors that were made in the installation process none of which have anything to do with the cabinets or their proper installation. As for our online reviews, we do not feel it is in the best interest of consumers in our community or ourselves to remove them.  In fact, one of the main reasons that we are filing this report is in an attempt to ensure that no other trusting individual is put through the stress that we have been subjected to as a direct result of not only the poor work performed in our home, but the constant threats that we were subjected to during our attempt to resolve the issue with Marble Builder’s Direct.  Farhad has harassed both my boyfriend and me with text messages while we were at work.  He went as far as threatening to write a “nasty” and baseless review about my boyfriend’s employer on the internet; again, all of this is documented and provable. And lastly, concerning us paying this company to correct their own shoddy work is obviously out of the question. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Dear [redacted]I have spoken to our customer 3 times the past month. She has placed an order and picked out a specific slab that we have paid and put aside specifically for our customer [redacted]  [redacted]. Our contract says there there is no refund...

which is signed by her. We have this policy because every slab is different and we ask for deposit on an order so that we can take this out of our inventory just like we did for this customer and have been holding this material over 4 months now.We have came to an agreement to deduct 20 % from her invoice  (-$622.66) and refund her $1077.34 which customer has agreed.In addition as a courtesy I have told [redacted] that whenever she decides to do her kitchen and returns back to our comoany , I will gladly back to her $622.66 towards her new order (less 3%) as we have paid this to our credit card transaction company.Thank You.Farhad  M[redacted]

Marble Builder Direct 4100 Brookpark Rd Cleveland, OH 44134 Phone: 2116-398-1588 Fox: 216-398-1590 www.morbebuilderdirect.com 07/21/2016 ATTENTION: [redacted] Complaint ID: [redacted] Consumer Name: [redacted] Customer placed an order in which she provided us...

with on old, previously used granite countertop that she or her contractor has torn out from some previous house. Customer had requested us to cut and install to fit her kitchen. Countertops had plenty of glue on the back that we were not ob e to take out and we had mentioned everything to her before we cut the granite. The original ten foot countertop was cut into 2 pieces as granite had several holes in it from the past used counters as we also mentioned to customer before cutting. Not only granite countertops were uses arc in bad condition as well her cabinets were very old and not marble Builder's responsibility to level cabinets, however we still did shim the cabinets Io best fit and level as much as we can to help her out. Customer signed off that installation was completed to her full satisfaction. Thank you.Farhad M[redacted]

Customers counter tops were to be installed between two walls. She was given the option of backsplash or no backsplash which would cover any damage that was bound to happen to wall. She chose to go without backsplash. Customer had signed a satisfaction form confirming that the installation was...

completed to her entire satisfaction. Please see attached document.

Marble Builder DirectAug 22 to me Good Afternoon [redacted], Regarding [redacted], the job has been installed.The customer has signed off stating that everything has been completed to his satisfaction.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]