NTP Marble Incorporated

Dear Revdex.com,Thank you for your e-mail.  Unfortunately there is nothing that we can do in this situation.  At no point did we misrepresent the brand of sink we provide.  Our packages includes our own SIGNATURE line of sinks (all 16 gauge, 304 grade stainless steel) and...

an [redacted] faucet.  Nowhere in our showroom, website or on our literature (see attached) do we represent an [redacted] sink would be provided.  The sink provided, in fact, carries a lifetime limited warranty so we stand behind its quality 100%.  While we don't want to have a disappointed customer we have provided exactly what we represented we would offer...nothing less.  No refund can be provided due to that fact.Thank you for your continued support.Best Regards,Colonial Marble

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]
Revdex.com:
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]

Dear Revdex.com,
This customer has service scheduled for 7/2/2015 including complimentary plumbing to ensure we can satisfy their needs.
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SERVICE W/ MATERIAL
07/02/2015
11:40AM-11:40AM
SERVICE 1 - SERVICE W/MATERIAL MASTER
AM STOP. REMAKE SINK RUN WITH NEW TEMPLATE. CUSTOMERS SINK IN SHOP, THURSDAY BIN IN CAD. USE TAGGED MATERIAL AND INSTALL RAISER AND BACKSLASH. SEE MATT D[redacted].
PLUMBING
07/02/2015
11:40AM-11:40AM
PLUMBING-[redacted]
SEND [redacted] FOR PLUMBING. 
Thank you for your communication.
Best Regards,
Colonial Marble

Dear Revdex.com,
We have made mutliple attempts to reach the customer but have not been able to reach via the phone.  We sent an e-mail to her today and will await her response.
The customer can also contact [redacted] at ###-###-####.  He is our VP of...

Operations and will assist her in resolution.We will, per the request, be refunding the disputed amount but do want to speak with her to address the nuances that got us to this point.
Thank you and have a wonderful day!
Colonial Marble

Dear Revdex.com,
Thank you for the notification of this complaint.
Unfortunately we do not have much to report back in terms of full resolution.  This customer signed off a satisfactory installation and afterwards brought concerns to our...

attention which were acknowledged.  A mutual decision was made for our company to provide a $500 credit rather than replace the affected areas of the counter top.  The client at that time signed a binding release agreeing to this credit.  This was considered full and final satisfaction of their claim.  AFTER this was complete the customer, in breach of the signed agreement, cancelled their credit card payment.  This complaint was based on us attempting to resolve their breach of our mutual agreement.  In subsequent conversations, our counsel very generously offered an additional $250 in good faith.  The customer at that point stated they were going to reverse their credit card dispute but again has acted in bad faith by not doing so.  Specifically, on 11/22 they stated they would call the credit card company to reverse and on 12/1 stated it was being processed.  It is 12/11 and no repayment to our organization.
At this point we will be forced to pursue legal remedies as we cannot continue to be the only party acting in good faith.
Thank you again for the notification.
Best Regards,
Colonial Marble

Dear Revdex.com,While Colonial Marble has no obligation to do so as the order form was CLEARLY initialed indicating NO plumbing was needed and we performed an expeditious request (with never a promise of it being free which is not the truth) we split the difference with the customer...

which caused us to take a loss on the service.  We were glad to do so to put the situation behind both us and the customer.This case is closed as customer has already made payment.Thank you for your communication.Best Regards,Colonial Marble

[redacted] Ok, Thanks
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]

Dear Revdex.com,
We have been in contact with this customer and are working with them to resolve their concerns.  There concern is a malfunctioning rack on their dishwasher so we will help guide the warranty process through [redacted].
Thank...

you for your notification.
Best Regards,
Colonial Marble

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
  The person who called me, Mr. P[redacted], said he would e-mail me with his contact info, but has yet to do so.  There were also other issues, namely his local distributor, & he didn't really address those items.  Namely, the local distributor lied about my changing the sink I ordered.Still waiting for contact info.
Regards,
[redacted]

Good Afternoon [redacted],
font-family: 'Times New Roman', serif;"> 
Please see the below details that relate to this customer complaint.  To give you some background the customer made their purchase through The [redacted] (will refer to as [redacted] moving forward).  Colonial Marble is the service provider for that specific [redacted] as it relates to their natural stone and quartz countertops.  The customer was installed on 9/24/2011…nearly three years ago.  When customers purchase from [redacted] they receive two warranties:
 
1.      Warranty Type 1 is for 15 years and is a material integrity warranty.  This relates to staining ONLY
 
a.      The type of sealer used does not require re-application but general care by customer is expected to ensure the long-term quality of the stone
 
2.      Warranty Type 2 is for 1 year and relates to installation…i.e. chips in the stone (not caused by customer), workmanship, etc…
 
The first message below dated 5/14/2014 is an e-mail from the [redacted] store to our internal manager for [redacted].  The second message is the response from our internal manager back to the store location.  As we were not discussing a staining issue which would have related to the material integrity warranty referenced above this is a billable service and was properly handled.
 
At the request of the [redacted] District Sales Manager and in good faith, our VP of Operations visited the customer’s home to assess their concerns.  His response is below dated 5/28/2014.  His findings are that she has pitting within her stone which is natural and has been there since Day 1 as this natural characteristic is developed at the formation of the stone, not during the manufacturing/fabrication/installation nor can it form over time after being installed.  On 6-5-2014 the customer came in to our showroom and met with our Resolution Manager, who reports to our VP of Operations.
 
The bottom line is that there is nothing wrong with the customer’s stone and everything present is natural to the stone.  While a service could potentially minimize their appearance in the stone it will not minimize their presence.  We have done everything we could to try and satisfy this customer but unfortunately that is not possible in this case.
 
We respectfully request that you close this erroneous case in our favor.
 
Thank you, as always, for your support and guidance!
 
6/5/2014


[redacted]


met with customer and his wife today. they were insisting that at the time of sale nobody told them to take care of their granite. customer admitting they did not care for their material yet trying to hold CMG responsible. I informed them at the time of install they were given a packet with care instructions attached.


5/28/2014


[redacted]


[redacted] I inspected the job this morning and found nothing wrong with the install or material. The pits in the stone are natural and nothing is flacking or chipping away on the countertop surface. We will be replying back to the Revdex.com to advise them of our inspection and what the customer is seeing is natural to granite. There is on larger size pit that might be able to be filled however we would require a $250.00 service fee fill.I informed the customer that there is nothing wrong but I do not think he was accepting and he might push this further with The Home Depot. I have also attached an explanation gained off the internet by simply typing in “ pits in granite countertop” see below. Pitting and Fissures Many colors of natural granite contain pits and fissures which are natural characteristics of stone. This can greatly enhance the beauty and interest of the surface, but will also create some inconsistencies. Some natural granite colors exhibit these characteristics more than others


5/14/2014


[redacted]


We warrant our work for 1 year – the 15 year warranty is for food and beverage staining only – send PO for $250 and we will schedule a service


5/14/2014


[redacted]


I have a customer by the name of [redacted] who had granite installed back in July 2011. He said that he thought it was chipping, but actually seems like is happening is the it needs to be resealed in a small area. He said it feels "pitted" and if you look at it from an angle it is a [redacted]e finish. Please let me know what Colonial can do since I think it needs to be resealed but I could be incorrect. The customer can be reached at[redacted] Original po# [redacted].


 
 
[redacted]
Chief Operating Officer
Colonial Marble & Granite
Connect with Us!

[To assist us in bringing this [redacted]er to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
1. When we purchased the granite, we were told we do not need to  do anything to the granite except clean it.  The employee at [redacted] advised with granite you don't have to seal it if it was a non natural stone material, then special chemical would be used to seal it.  therefore we have been cleaning the granite with water only.
2.  When [redacted] came to the house to evaluate the granite, he took one picture and told me that this is natural to the stone and nothing is wrong with the granite.  He promised to send some information about granite surface properties to me by e-mail .  Despite me sending him an e-mail to remind him to send the information, he has not done so.  He was agreeable to our request to come to his  the store to look at a similar granite.  He did not mention that they had discontinued selling this granite, he acted as if it was a current product.
3.  When we visited the store, we asked for [redacted] who requested, we advise the front office employee why we were there.  We advised him the reason for  our visit,  however he did not come to meet us instead he sent  [redacted] , Service Manager, who showed us a piece of granite that was similar to  ours, according to [redacted], this was a left over material that they had in stock.  After careful inspection of the granite, it did not have any chips on it as compared to what we are seeing in our granite.  When my wife inquired more about why our granite is chipping while the other granites from her friends house do not chip, Step was quick to say " your granite is almost 3yrs, I will not replace it, in fact  the granite is discontinued and the quarry where it was made is closed.  He then offered to send someone to come and sand our granite.  This is unacceptable , if within 2 yrs -3yrs of purchase, the granite has to be sanded then what happens 4-5 yrs from now.  Granite is very expensive and we spent money to buy it, therefore we need to know why it is chipping and why instead of fixing the problem they are focusing on " the quarry is closed, and the product is discontinued.  Why was it discontinued, was it a lemon?  Did [redacted] sell us a lemon?  Sanding is not an answer, it is just covering up the problem.  Therefore we will not accept their resolution.   If [redacted] had come and showed us the granite that they had in stock, we would have pointed to him  right there, that they were no chips on the granite in his office but the one at our house has , therefore his statement that there was nothing wrong with our granite was contradicting with what we had just seen in his showroom.
Regards, [redacted]

I did finally receive my soap dispenser. Also someone came out to resolve some of the problems from the poor...

installation. I find it troubling that Colonial Marble sent the response to the B.B.B. as "Colonial Marble" not an actual person. That seams to be part of the problem. No way to get satisfaction easily. Think about the fact I had to contact the B.B.B. over a soap dispenser. I would recommend reading the [redacted] comments including Colonials responses before dealing with the King Of Prussia location or seeing if they have replaced managers.

Dear [redacted], I apologize for the delay in response as I lost sight of this complaint.  I greatly apologize… Here is our response: Dear Revdex.com, We regret to inform you, and the customer, that we will not be refunding any monies as the customer’s installation was out of warranty at the time of the request for repair.  The customer was installed via a partner of Colonial Marble, [redacted], on March 1st, 2012.  In July 2014, nearly 2.5 years later the customer called the partner ([redacted]) and on 7/10/2014 [redacted] contacted us.  On that same day we called the customer: 7/10/2014CHRIS B[redacted] CALLED TO REPORT FALLEN SINK, HE GAVE NUMBER TO REACH CUSTOMER DIRECTLY, CALLED & LVM When we did not hear back we scheduled a service call for 7-17-2014 as a courtesy.  This was not able to be done as the customer, without us having the chance to assess, had already had the repair completed.  As a courtesy I am attaching our standard warranty document which clearly outlines coverage periods.  Just like any claim via an insurance company we reserve the right to view a damage, or area needing repaired, prior to a repair being completed.  The customer did not afford us that option. We thank the Revdex.com for notifying us of this complaint. Best Regards,Colonial Marble James F[redacted]Chief Operating OfficerColonial Marble & GraniteConnect with Us!

I ordered Quartz countertops through H[redacted] D[redacted]with Colonial Marble being the installer. They were initially quick to get me scheduled for measurement and install. I didn't request a specific day for install just requested that the install be in the morning due to my work schedule. I was told they couldn't give me a specific time but they would put me on for a morning install. The night before the install they called and stated my install would be between 3-6pm. I stated this was unacceptable but had to wait till the am to talk to someone. I called in the morning regarding the issue and requested that my install be moved up and they told me there was nothing they could do for me my install would be between 3-6pm, but they would call me when it got closer to give me an idea of when they would be there. I stated that I had to be at work at 6pm and they said they could be there before I had to leave. At 2pm they called and stated they would be there before 5pm. At 5pm they called and said it would be at least another hour. Now I have had to call out of work due to the install and they are still not here. I spoke to a manager asking what they could do for me from a customer service standpoint and they told me that they do not do anything but assured me they would be here on time, which they are not. I do not feel this company cares about their customers or the service they provide. I am dreading what is going to show up at my house, if they ever come.

Review: We purchased tile to do our kitchen backsplash. We took the measurements, 27 sq ft, and gave that and pics of our kitchen to the salesperson. We were told a breakage amt was needed (approx. 5 or 10% and that was fine. They wrote up the order for 32 sq ft of main tile and 6 sq ft of accent tile - these folks are the experts on what should be needed, not us, we gave them our correct measure. We now have $400 worth of material that we are expected to eat. We spoke with several people at the business (one being [redacted] who was extremely rude) and the answer is a resounding NO on coming to terms or compromise. They tell us there is nothing they can do with the tile..... what are we supposed to do with it? They miscalculated our needs and will not own up to it. We will accept an overage amt but do not believe we should have to accept 52% extra. The numbers are crazy, how can they not accept some responsibility? The initial contact on May 8 was incomplete because the salesperson was on vacation. No one ever did return our call which accounted for some wks of lapse in communication.Desired Settlement: Refund of approx. $270. They can have the tile

Business

Response:

Dear Revdex.com,

This issue has been resolved with customer.

Thank you for your assistance!

Colonial Marble

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: I ordered a granite vanity counter and when I went to pick it up the product wasn't even ready as specified. I returned an hour later and when the employee went to put the granite into my vehicle a quarter size section of the bullnose edge broke off. The backsplash had a chip in it and also wasn't fully polished where the granite would be visible. The granite was also cut raggedly around the center faucet hole, which was acceptable since it would have been covered by the faucet cover. I refused acceptance of the granite and requested a new one be made and for me to be shown the damaged granite when I returned to pickup the replacement, because I was not accepting a repaired product when paying full cost for it. I made a phone call later to a salesman and also spoke to 2 warehouse workers and again specified to both that I was not accepting a repaired product. I returned two days later and discovered that the same granite was being given to me repaired and they refused to show me the first granite made because they said it was already destroyed. The replacement granite still had the raggedy edge around the faucet. It was the original damaged one that they repaired and tried to pass off as a new one. I have wasted three days going back and forth to the warehouse not to mention the amount of time I had to wait around for them to decide what they were going to do about it. Being totally disgusted at this point I asked for my money to be refunded and was denied this by the Sales Manager. I do not trust this company any more and really don't want the granite to be replaced again but I am being forced to accept a supposedly new one for the third time. This company is not trustworthy and now I fear that I will be given an inferior product for making a complaint.

Business

Response:

Dear Revdex.com,

From the beginning Colonial Marble handled this properly and offered the customer a full remake though servicing the existing top was the proper course of action.

This complaint came AFTER we offered a full remake. In either case, the customer accepted and we installed this remake on 3-29-2013.

We consider this complaint closed unless we hear otherwise.

Thank you for your continued support!

Best Regards,

Colonial Marble

Review: Colonial tile installers left loose/hanging tile on the wall behind the refrigerator. Also, since there were plenty of extra tiles left, more could have been installed behind the refrigerator for a more even ending point to the tile pattern.

The second issue is that they charged $100 for pencil edges but there were only 6 pieces used. Need an explanation of the charge breakdown for the pencil tile.

I left multiple voicemails and also spoke to a customer service representative that insisted I take photos of the issues and email them to [redacted], the sales rep. I did that and never heard back. They also said someone would come out to check the issues and no one ever showed or called.Desired Settlement: Refund or address tile issue behind refrigerator.

Business

Response:

Dear Business Bureau,

Thank you for your message.

We spoke with the customer after receiving your message and had a service person on-site at his home this past week.

We resolved his open issues and he is satisfied with the resolution.

Please let us know if we can be of any further assistance!

Best Regards,

Colonial Marble

Review: We contracted Colonial Marble and Granite to install new kitchen countertop, as well as provide raw materials for a kitchen backsplash. The company did not only fail to disclose that the countertop would involve a seam at the kitchen sink, attempts to repair this seam as well as other installation issues have been inadequate. Numerous unreturned phone calls and lack of customer service have led this installation and it's related issues to remain unresolved for alomost 3 months since the installation.

First, template appointment/consultation was missed by Colonial employee. When he did come a day late, he was rude/said very little, and neither him nor sales rep at location disclosed that a seam in the counterpart would be necessary for the size of our installation. This seam is in front of the sink/window, and is in the least desirabe place. Then, in late August, installers were hours late, and when finished, the seam, which we did not know about, looked unprofessional and unfinished. Our contractor said it was of poor quality, one of the worst he's seen. Since this issue was pointed out to our sales rep, the experience has been nothing but unreturned phone calls in order to get it resolved. After a month, in late September, a 2nd crew came out to attempt to fix the seam, and explained it was a two part job, but never came back or reached out to shcedule a follow up. Numerous additional phone calls led a 3rd repair crew to come out in early November, and again explained in would be a two part job, they would come back in a couple days, but attempts to schedule resulted in two weeks having passed. Now that the fix is considered complete, it does not look much different than the initial install.

Outside of the seam, holes for faucet and soap dispenser were not drilled correctly, and cut of corner to the countertop undesirable. As for raw materials for backsplash, while having already been charged, we received no formal notification that they were available for pick up. Attempts by Colonial to collect the remainder of the balance from us have been denied, as we have not received raw materials, and also dispute the balance, as we feel our contractor discount was not properly applied, nor has the quality of the work met our expectations, nor what Colonial states is to be expected - 100% satisfaction gaurentee. Repeated attempts by myself, my wife, and our contractor have all led to delayed and overall unsatisfactory resolution.Desired Settlement: Ideally, the countertop would be replaced. If this is not offered by Colonial, we do not feel as if we should pay remaining balance. Also, we would like our payment refunded for the backsplash tile that we have yet to receive.

Business

Response:

Dear Revdex.com,We have been in contact with customer and our Senior VP visited their home this past Saturday (12/13/2014) morning to assess their concerns. We are going back to their home on Thursday (12/18/2014) to rectify their open concerns. Our Senior VP will be joining our crew to ensure everything goes smoothly.We will report back and end result once the work is completed on Thursday and customer is satisfied.Best Regards,Colonial Marble

Review: We purchased our kitchen renovation through [redacted] which uses Colonial Granite for its countertops. Since day 1, we have had nothing but complaints. They are rude on the phone, do not return phone calls, hang up during calls, and do not answer questions when called. The first time they came out to the house to do our template. they were "unable to do it" because our sink hadn't been installed. We were never informed of this, we were told to call once our CABINETS were installed; which we did. Then they tried to charge us $190 for the failed template. We complained to [redacted] about the issue and all of the other issues and they waived the charges and promised to call Colonial on our behalf. I also emailed the customer service department at colonial to complain about the entire process.

When they came out to do the template again, all went well. When installation came, the countertops were all cut wrong and didn't fit. The installers (I was present for this) were pushing and pulling and doing everything the could to get the improperly cut granite to fit, but they could not. They showed myself and two other witnesses where the granite was cut wrong.... they especially pointed out how much of sink was covered improperly. They told me that they and to remove the countertops and make a new wooden template. I agreed. Being that our kitchen is small, I had to leave the room while they removed and built the new template.

I was called to return to the kitchen to see the new template which covered most of the countertop area. I was told to sign a paper that stated they "could not install the other counter top and had to make a new template and return. " So I did. I was never told to inspect for damages, and even if I was, I couldn't because everything was covered by wood!!! It wasn't until they left that I saw the damages to the brand new $800 white porcelain farm sink from where the granite was covering it. It was also covered in wood just prior.

We called [redacted] and colonial and the result (which we agreed to) was for the installers to attempt to "buff out the mistake during installation." This did not work. Now colonial asked us to provide reciepts and proof of purchase for the sink. Which we did. They asked 100 questions, which we answered. Now they are denying any wrong doing and told us we need to accept $100 and drop the matter. And to replace the sink, would cost a ton of money!!!!

We are being bullied and taken advantage of.Desired Settlement: We would like to receive the cost of the sink being that we cannot replace it and they couldn't fix it.

Business

Response:

Dear Revdex.com,We are in receipt of the complaint. This customer was contracted to Colonial Marble via The [redacted] where they made their countertop purchase.Unfortunately there is nothing further that can be done in this situation as there is no definitive proof that we caused any scratch on the sink. It is still in working condition as it is installed in the customer's kitchen presently.Further, we took full ownership of the mistakes in fabrication and promptly re-fabricated and installed a correct top as is our obligation to the customer.We offered $100 as an act of good faith for the troubles with the job, and will continue to honor that offer, but will not increase it any further. Thank you for your continued support.Best Regards,Colonial Marble

Review: I had purchased granite counter tops from this company that were installed in my kitchen. I came back to get tiles installed on the kitchen walls and was told I would receive a 15% discount for being a repeat customer. The company had professional measurements that they had done themselves from the granite install and used these same measurements to order tile, to be installed over the same granite they had installed.

On the day the tiles would be put on the installers tell me there is not enough material. I didn't understand how they could be short of material when the design consultant [redacted] had ordered extra material looking at the company's measurements, knowing that we had a "U" shaped kitchen, and confirming that she calculated it correctly. She even had the layout of the kitchen from the granite order as well as photos I emailed to her.

It turns out she had missed calculating an entire wall that is in the kitchen, not in another part of the house or anything. The wall was touching granite so it was in the original measurements. To have the extra tile ordered I'd have to pay a $75 service fee. Since the mistake was a fault of hers she waived it, but still did not add on the 15% discount for the extra tile, a discount which she kept saying was already in place. Her manager was quite rude as well mentioning he'd come have the tile removed over such a small disputed amount, $60.83.Desired Settlement: The disputed difference is only $60.83 which we would like returned. It's a shame they are loosing a customer that was planning to have the rest of the houses done by them over an amount like this.

Business

Response:

Dear Revdex.com,We have made mutliple attempts to reach the customer but have not been able to reach via the phone. We sent an e-mail to her today and will await her response.The customer can also contact [redacted] at ###-###-####. He is our VP of Operations and will assist her in resolution.We will, per the request, be refunding the disputed amount but do want to speak with her to address the nuances that got us to this point.Thank you and have a wonderful day!Colonial Marble

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I had called the company back each time I saw a missed call from them, only to be told by the secretary that she "could not help me" because there were "too many employees" and the she did not know where to forward my call. So I asked her to forward my call to the tiles department because that's where this current issue, as well as another (installation defects) was and I thought they were finally calling back. I had left messages there which I did not get a response to until Friday when [redacted] called and said someone from tiles would get back to me to schedule a time to finish the installation. As of today, Monday morning, I will continue to wait on that. I had also sent emails to [redacted] regarding this issue before filing a complaint with Revdex.com which never got answered. I did get an email from [redacted], with whom I got in contact with and he will arrange my refund, so I'll wait for that. I'd still like the installation to be properly finished as mentioned and agreed by both [redacted] and [redacted], and a written apology from [redacted]'s manager for the rude way he spoke to my family and I, threatening to come down and take off the tiles for not paying the 15% amount, which is now in progress of being refunded. Considering there was more than enough border material shows that [redacted] started to measure correctly but measured the remaining tiles to go above and below the border incorrectly. The contract mentions "Measurements not done by CMG are not CMG's responsibility", but these were in fact measurements done by CMG, therefore I had asked for the 15% in the previous order to be carried over and the excess charge dropped. There was no need for him to speak the way he did. Regards,