Shrewsbury Marble & Granite, Inc.

Installed cracked granite with stain, confirmed by 3 outside granite companies as a permanent fabrication defect. Refused to replace or refund.In March 2014, Shrewsbury M&G installed cracked and stained granite kitchen countertop under general contractor [redacted] which cost [redacted] Owner [redacted] seemed surprised upon viewing the photo evidence 24 hours after installation and sent assistants to 'fix' the problem. The assistants proceeded to buff the surface of the crack, acknowledging the granite crack and stain was not acceptable, natural, or normal. Despite 3 independent contractors confirming the crack and subsequent large yellow glue stain were the result of granite fabrication, [redacted] then refused to acknowledge that this was a fabrication defect and would not accept responsibility. He refused to replace or refund any money for the flawed product. It has been brought to our attention by other contractors attempting to resolve the issue that the stain will never be eliminated by the inexpensive poultice provided by [redacted]. He proceeded to insist that it was natural or "our fault," contradicting his instructions to use the stain-removal poultice in the first place. He was rude, confrontational, and so demeaning that I had to ask him to leave my home. We have been left with no choice but to pursue litigation over this issue.Desired SettlementWe would be willing to accept a refund for [redacted] This is the cost of half of the total granite square footage installed, representing the damaged portion of the product. We did not select a damaged slab of granite, and are not willing to pay full price for the flawed product that was ultimately installed in our home. The stain was not removed after multiple applications of the stain-removal poultice, which was the only resolution provided by [redacted]. As described above, the unnatural stain will never be removed using this poultice method. We are willing to accept a refund or full replacement of the damaged portion of the granite countertop.Business Response Case # XXXXXXShrewsbury Marble Granite, IncResponseShrewsbury Marble & Granite Inc was hired by the contractor to install a granite countertop . His client came to the showroom and chose the exact slab that she wanted to use. She inspected it and approved. Before cutting began, she visited a second time inspected the slab and approved. After installation the contrctor, his helper and the client inspected the work and signed our release form that clearly states that material and labor were inspected and met with their approval. (A copy is on file) The contractor paid us in full for the job on the following day.The contrcator then installed a tile backsplash as the customer requested. We did not receive any word about staining or cracking. The following Monday the client called to ask for information about the stone and asked that I come to her home which I did the same day. Upon arrival she told me that 3 licsensed granite experts that told her the slab was not good. (I have worked in this industry for 37 years and have never heard of a licsensed granite expert.)I showed her the same dark variation and scratched appearance on another area of her slab. She said only the area near the sink bothered her. I explained that it was under awindow and being near the sink and wet would appear darker. She got very angry and said she was afraid of what her husband would say. She told me she only wanted to hear the word yes and if I couldn't help her to get out of her house. My fabricator cleaned and polished the area and she was happy with that.A few later the contractor came to the showroom and said a small patch of the granite looked darker. I showed him slabs of the same granite which also had shade variation. We have a large sign in the showroom stating that granite is a natural stone and has variations. I also showed him the signed release form, and he understood.Shrewsbury Marble & Granite asked the homeowner and contractor to inspect the workon the day of installation before we left. They accepted and signed the release. Whathappened after we have no knowledge of. The homeowner never paid us for the jobthe contractor did so I am confused that she is asking for a refund from us. She is also taking her contractor to court for the same thing. The contractor is our customer and paid us for the work.Thank You[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)there are several misrepresentations within the company response:1) We never signed a release or were made aware that this even existed. If the contractor signed this, it was without my knowledge and I would not have agreed to this without having ample time to review the installation with my husband. We discovered the defect within 24 hours after installation on Friday and we reported this on Saturday. We would love to see a copy of the signed release to determine if this has been forged. We never witnessed the contractor signing this either. This is also the first we have heard of this which is interesting as I have countless emails going back and forth discussing the problem in question. Imagine purchasing a car at full price to find a defect within one day only to be told that you drove off the lot.2) I never visited the store a second time to review the chosen slab. this point is irrelevant as the crack and epoxy application which caused the unnatural defect occureed during fabrication and prior to installation, not while it was sitting in their store.3) We paid the contractor in full prior to the granite installion per demand from both contractor and granite provider.4) I went in to Shrewsbury Marble and Granite on Monday morning after discovering the defect on Saturday. They sent eomployees to review the situation the following day. These employees were surprised by the stain and buffed out the crack. They suggested that we apply a "stain remover poultice" which they applied on the spot. The 3 granite companies that we consulted with and who reviewed our granite confirmed that this would only be applied to an unnatural stain. Owner [redacted] did not come to our home until 2 applications of this stain removal poultice had been applied.5) [redacted] became [redacted] during his visit. His claim that I would only accept the word yes or that my husband would be upset are patently false. This conduct is consistent with his [redacted] which resulted in my asking him to leave.6) their claim that the stain is near a window is innaccurate. There are no windows near our sink. Owner [redacted] is also aware that this is not a dark variation as he states as it is a flourescent bright yellow stain that does not match the remaining slab. This can be consistently defended within email correspondence with our contractor. We have these emails and attached pictures saved.7) This slab was cracked and stained as a result of the application of epoxy per the review of the other granite providers. We can support this claim with an affidavit that they have agreed to. This slab did not resemble the slab that we tagged early in the process based on the yellow stain. We have been told that the crack likely occurred during fabrication.8) we have kept records of phone calls, emails, time stamped pictures, and meticulous notes that memorialize the entire timeline that we are happy to provide.We are disgusted by the conduct, lack of integrity and overall dishonesty of both the contractor and granite company. They changed their story multiple times stating that the defect was natural, then the error of the contractor or us, to then state that it was the result of moisture. The fact that their solution was for us to apply a stain removal product speaks volumes. To hear them arguing technicalities that we didn't see the stain in the first minute, but rather within a day is deceptive and presuming that their average consumer is a granite expert. The gentleman who painted our ceiling is facing a similar circumstance with the same granite company and our hope is that future consumers can be protected from these unethical and [redacted] business practices.Final Business Response Shrewsbury Marble Granite, Inc.[redacted].Shrewsbury, Ma. XXXXXJuly 30, 2014Please be advised that Case # XXXXXX has been resolved.Thank You[redacted]