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Complaint Details
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Initial Complaint
03/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On December 16, 2021 the above mentioned company came to my home to install my counters in my kitchen, laundry and bath rooms. Since, then they have been back seven times to prepare/replace my counters with the last time being February 1, 2022. I called back February 18, 2022 to find out when someone would be coming out for the 8th time to repair my counters. Since then I have requested a call back from a manager or owner regarding the situation 3 times. When I called on February 18, 2022 I was informed that they would not be able to schedule a return appointment until March 25, 2022 which is past the date that I am supposed to receive a CO for this home. When I called a second time, the best they could do was March 15, 2022 which is still unacceptable to me as I am supposed to receive my CO this Friday, March 11, 2022. I was originally given a discount of $489.00 off my original $9,782.00 bill by Michael due to the problems that I have experienced with no show appointments or numerous appointments without a resolution. I am requesting not only a return call but an additional 10% credit of $978.30. If it wasn't so far into my build and with the current supply shortage I would have requested a return of the 1/2 payment ($4,891.00) that has already been made and the removal of their product from my home.
Business response
04/11/2022
Business Response /* (1000, 7, 2022/03/21) */ Paradise Granite explained to the customer that the mentioned stain was caused by some chemical agent spilled probably by another sub-contractor after our installation was completed. We decided to help the customer with that at no cost. The customer decided to open a claim at BBB even before the process of stain removal was finished. Paradise Granite is known for its dedication to their customers, to provide them with the best customer service in our area. At no point we refused to help this customer with her needs or to provide answers for her questions, until the customer decided to open this claim, which we believe it was completely unnecessary. We then refereed a sealing company to help the customer with the stain removal and re-sealing her material. Consumer Response /* (3000, 9, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The individual that they referred me to at Hydroshield came to my home yesterday to seal my counters. He himself said that the counters no longer have there protection and anything can etch the counters as they are a natural stone. I have now had them sealed at a cost of $950.00 and the company recommended the etching be polished out and then resealed.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.