ComplaintsforPasseri Marble

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is a train wreck!!! Owner is an absolute nightmare to deal with! They told me 2 weeks to fabricate and install countertops. They were completely uncooperative, unprofessional and belligerent throughout the process. I have emails and text messages that all prove the lies and the unprofessional and discourteous attitude and business practices of this owner. It took 4 months and starting legal proceedings to finally get the countertops installed, only to find out that they damaged the island countertop and did not disclose the damage until I saw it and called them out on it. The total fabrication is horrible. During installation they damaged my cabinets and never returned to repair them. If they didn't already have my slabs, I would have abandoned them and used ANY other fabricator I could find. I should have read online reviews about this business, it seems she treats all of her customers the same way. This business doesn't even deserve 1 star. I want my cabinets repaired and I want financial restitution for the undisclosed damage done to the island countertop. I attached pictures of the damage to the stone and to the cabinets.

  Business response

  01/23/2023

  ****************** remarks are inaccurate and misleading.  

  ****************** is well aware of the circumstances surrounding the counter top installation and the delays, caused by others

  Firstly ********************** cabinet installation, as he is and was aware is of inferior quality.  Passeri Marble had to one more than one occasion instruct the cabinet installer how to correct the out of level out of square cabinets so that we could properly template the counters.  The farmers sink was also improperly installed and set in place crooked by the installer.     

  Delays were due to the fact that after we completed fabrication of the counter tops prior to installation ****************** decided he wanted to illuminate the counters.  This required changes to our already finished product, special order material and additional costs to ****************** all while ****************** was out of the country.  No work took place until these extra charges were approved and an "initial" deposit was received for the job.  This happened months after the work had been fabricated.

  The upper cabinets which border the full backsplash on right and left are not plumb or square, consistent with the rest or the inferior cabinet installation.  The only way to avoid hitting the cabinet would have been to cut the stone short which would have resulted in a gap on either side, where the stone meets the cabinet.  This was not a good option.   Mr., ******* should be placing the blame for this with the cabinet installer and have him make this repair.   Had the cabinets been installed within industry standard the splash would have went in without damage to the paint. 

  Regarding the alleged stone damage I would request to inspect this in person in order to address and make any necessary repairs.

  I was unaware of any remaining issues until this complaint.   There is a balance due for the completed work which we expect to receive payment.  

  Customer response

  01/24/2023

   
  Complaint: 18727661
  
  I am rejecting this response because: The business is only deflecting responsibility and accountability for their incredibly unprofessional and poor workmanship onto the cabinet company and GC.  This is their MO....blame everyone else for their inequities.  Luckily, I have all of the facts and the written emails and text messages and documentation to prove my point and I don't need to blame anyone else except Passeri Marble.  I also have testimony from the *** the lighting company, other clients of Passeri Marble and other contractors of the complete disregard by Passeri for quality workmanship or basic customer service.  The owner is flippant, attitude ridden and belligerent about issues and when confronted with challenges.  I wish I never got involved with this company, but I did and I paid a hefty price in project delays, inability to occupy my home, additional living expenses, poor workmanship, destruction of my stone and damage to my cabinets.  Any monies due to Passeri can be collected as soon as my cabinets are repaired to their original condition...which I have now been waiting 4 weeks for Passeri to respond and show up and fix the cabinets that they damaged.....I am sure I will never hear from them.

  I have also read thru all of the other victims messages on Yelp, BBB and other sites where they have all complained about the same things as I am complaining about.  They are carbon copies of my complaint.  I realize now that my situation is not unique to this business, they have victimized many others before me....shame on me for not realizing until after the fact.  

  I offer this complaint only to warn others about this owner and this business.  If you choose to engage them, beware.  I would only tell you "I told you so".

  Interestingly, she put more time and effort into replying to the BBB complaint than she did to my project.  If she would have paid attention to my project and to doing an acceptable job, I never would have complained, but I would have been recommending them.  

  
  Sincerely,
  
  *************************

  Business response

  02/27/2023

  As stated previously Mr. ******** account and depiction of the events leading up to and the final result are grossly misleading and inaccurate and is Mr. ******** obvious intent is to slander our company, continually referring to other reviews that he has no knowledge of.   I have attached a photo of what ****************** depicts as " the total fabrication is horrible"

  As a reputable company that we are and have been for over 30years if ****************** provides the touch up paint that is provided with every new cabinet order we will repair the minor area requiring touch up.  Additionally there is no undisclosed damage to the island top.  As previously stated I would to see what ****************** is referring to in order to address. If appears from the photo that it is a natural fissure in the stone which can be cosmetically repaired if necessary. 

   There remains a balance for the work and when the touch *** are complete we will expect the final past due payment

  Customer response

  02/27/2023

   
  Complaint: 18727661
  
  I am rejecting this response because:
  

  As with any poorly run business, they always try to deflect the responsibility onto the customer.  Just read the other YELP and BBB reviews and you will see for yourself that they did exactly the same thing to many other customers, not just me.  One look at their office, one look at their outside and you can see the business is a train wreck. 

  I provided all of the photo evidence and I have extensive email and text evidence to back up all of my claims, she has nothing to support her claims other than to say that my claims are unfounded.    If they were so worried about the damage that they did, why have they made no effort whatsoever to return to repair the damage??  I have the paint waiting for them.  The damage to the stone is very obvious and they did not disclose it.  Even the installer admitted to the damage, but the owner wants to call it a "fissure" LOL.  Interestingly, they have made no effort whatsoever to return to evaluate the damage or made any effort to rectify it.  Why?  Because they are the train wreck of a business that I am saying they are.  They take no responsibility for their poor work or to fix what they broke.  I am not slandering this business, I am simply stating facts and the truth backed up by physical evidence, as well as in writing and in photos.  It would only be slander if I was lying or making things up. 

  As I said previously, I chalk this up to a bad decision on my part to use this company, I just hope other customers/victims can avoid the same nightmare that I had.  They should not be allowed to be in business and they should have their license revoked by the state.    

  
  Sincerely,
  
  *************************

  Business response

  02/27/2023

  Tell us why here...

  As suspected Mr. ******** only intent here is to slander this company.  On both responses I requested to come and see the issue that ****************** has.  ****************** has never agreed to allowing me to view but continues to slander our company claiming that we have not attempted to correct.  He would have to let us see the issue in order to address.  I am sharing the lighting company phone number for all interested to confirm that ****************** is lying when he states that the lighting company agreed with Mr. ******** assessment of our company.  That is a blatant lie.  The contractors phone number is **************   When I questioned him regarding Mr. ******** claim he just laughed and stated that ****************** was one of his most difficult clients.  I am sure the same is true of the cabinet supplier and contractor that ****************** claimed agree with him. I am left to wonder if these contractors were paid in full. I do not have the phone numbers of these people to share.  Perhaps ****************** will share these numbers as well ( or wont as it will uncover his lies) 
  
  Again we have not been paid for the work depicted in the photos.  As you can see the job is well done.  ****************** does not have any real issues with the work but seemingly does not want to pay, will not allow us to access his issues and refuses to supply the necessary touch up paint to touch up ************.  Our hands are tied.  Likely we need to pursue final payment by other means 

  Customer response

  02/27/2023

   
  Complaint: 18727661
  
  I am rejecting this response because:
  

  Just more deflecting to avoid the real truth of the poor workmanship, incredibly bad business ethics and horrible professionalism.  I have all of the canceled checks that show all of my payments, anyone can contact me and I will be happy to show them, as well as all of the emails and text messages that went unanswered, avoided and nastily responded to.  Including the texts and emails with the lighting company that clearly show where the true road blocks were/are to my project getting completed. 

  Interestingly, the back and forth of this complaint is more timely and more interaction than I ever received trying to get my project done.  Taking pictures from far away makes everything look better, that is why they show the photos of my kitchen at a distance.  If you really want to see their work, look at my close-up pictures that tell the real story. 

  If this business put as much effort into doing better work and fixing the problems as they are into responding to my complaint, they wouldn't have complaints to answer to.  It has now been 2 months since I requested repair of the damage and I have yet to get a single phone call, text message or email from the business to schedule to come and repair the damage.  This is why this business is such a train wreck, they would rather spend their time replying to complaints than fixing problems.  

  Again, I have facts, photos, evidence and proof of everything and in my complaint.  I truly hope that no one else falls for all of this BS and avoids this train wreck of a business.  There are many reputable companies out there that will be glad to do your work and treat you like a customer.

  Sincerely,
  
  *************************

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