NTP Marble Incorporated

Review: In November of 2013, we engaged Colonial Marble & Granite (“CMG”), to provide and install new kitchen countertops in our home. The type of stone we selected was [redacted], which we purchased for its well-known uniform appearance.

On November 30, 2013, CMG team came to our home to install the countertops, and insisted on simultaneous payment in full. That same day, after we made payment, we noticed a large cloudy and unsightly mark in the middle of the countertop, with several cracks around and across the unsightly mark.

After we reported the problem, CMG sent a technician who was unable to correct the defect. His inadequate response was that it was a “natural variation in the stone”. While we certainly understand and expect minor variations in the stone, this odd-looking mark is far beyond any acceptable variation in terms of size, cloudiness and shape. We even researched other [redacted] slabs, and could not find such an odd-looking mark on any of those slabs. Our architect has been working with this type of stone for over 18 years, and she also has never before encountered such an extreme variation in appearance.

We have asked that CMG replace this defective stone countertop. To date, CMG has refused to do so except at our own cost. To put it mildly, CMG’s response is unacceptable. CMG sold its product to us upon the representation that it was selling us stone of both fine quality and uniform quality. However, the stone CMG actually delivered is of a patently inferior grade. No reasonable buyer would purchase it for a kitchen counter, and no reasonable seller would attempt to pass it off as anything more than scrap.

As a result, CMG is in breach of its contractual obligations to us. Further, by selling us goods of a quality and grade other than as represented, CMG has also violated the Pennsylvania Unfair Trade Practices and Consumer Protection Law at 73 P.S. Section 201-2 (4)(vii).

Incidentally, the new kitchen sink also installed by CMG on the same date is starting to show rust spots after only two and half months, further putting into question the quality of the whole installation.Desired Settlement: Replace defective countertop and also cover fees incurred so far to try to come to an amicable resolution in the amount of $125.

Business

Response:

Dear Revdex.com,First, we apologize for the delay in response.We are in receipt of this Revdex.com complaint file, as well as the same information in a letter sent to our offices by the customer. Unfortunately, all of the information outlined in both the Revdex.com complaint and the customer's letter is without merit and based on non-working knowledge of the product we installed. Granite, which [redacted] (the customer's selection) is granite, is a natural product quarried from the Earth. While fairly consistent in nature it also can include clusters of quartz as well as both green, black and in some cases gold inclusions which are the result of the formation of minerals when the stone formed. The customer was installed as they stated on November 30th 2014. Just like ALL companies in our industry, final payment was collected at installation so it is not out of the ordinary, nor is it a breach of contract law, to collect "simultaneous" or final payment at this point.The customer reached out to us afterwards with concerns about cracks and a stain. We sent a service team member to the home to determine the actual issues and create a path of resolution, The employee who went on this site visit has been in the stone industry for over 30 years and has expertise on both the fabrication and installation of natural stone countertops. During his site visit he determined that the "stain" was a natural inclusion within the stone and had no affect on the stone's quality or durability. He also assessed, and attempted to create a resolution path, for fissures (not cracks) in the stones. Please see the below statement from [redacted]:Fissures occur naturally in many stone types. The term "fissure" is used commercially in the stone industry to describe a visible separation along inter-crystalline boundaries. This separation may start and stop within the face of the stone or extend through an edge. A fissure differs from a crack in that it is a naturally occurring feature of the stone. ALLgranites contain some degree of fissure. Some contain more than others. Since fissures occur naturally in all granites they are not considered a flaw. Countertops will not be replaced due to the presence of fissures. While fissures are natural to the stone, and in many cases can be felt, we offered to provide service and attempt to smooth these areas using a polishing pad. This was by no means necessary, nor was it required, but we did it in the best interest of customer resolution. The customer did not allow this to occur as they demanded a full remake or refund for a product that had nothing wrong with it. Further,their complaint about the sink "rusting" is invalid as well. The rusting occurs due to small particles of metal that are in the air at the steel facilities producing the sinks and they can adhere to the surface. When water touches the surface it will rust but can be easily removed using soft scrub or comet, as well as a variety of other products.The unfortunate part of this situation is that the customer is getting misleading information from the people around them. Everyone becomes an "expert" in these situations but their information, while maybe provided with good intentions, is not correct. We have installed a first quality product in the customer's home as well as a quality 16 gauge sink (most sinks on market are lower gauges like 18 or 20 which are less durable) and have done it the right way. The complaints by the customer are unfortunate but we can only look at the facts.In the interest of offering a resolution, we will agree to a remake for the customer at COST which will be paid by the client. The client can provide us the best method to contact them and we will do so expeditiously.Thank you for your time and your continued support!Best Regards,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:

The business did not address the main concern, the large cloudy odd-looking mark with several cracks (or fissures as they call them) around and across the mark. The cracks by themselves are a secondary concern and if they were the only issue, we would not be having this conversation. They are odd because the largest fissures are coincidentally right where the mark is and cast further doubt on the quality of the product. So, to make it clear, and repeat it once more, the main issue is the large cloudy odd-looking mark. While there are other, much smaller color variations that are acceptable as we already mentioned, this one mark is both much larger and very odd-looking. It is something that people who see our granite for the first time notice and comment about and that they don't and we don't see in the many homes that they and we have been to over the years. The business has been arguing that it's "natural", and it may or may not be natural, but that's irrelevant. They did not perform the proper quality control and should have rejected that piece. To illustrate this point, rotten tomatoes are also "natural", but grocers will not sell them to their customers, they have a quality control process in place to reject them before they reach the shelf.