Business ProfileforTile & Stone of Syracuse Limited

We visited the warehouse at Tile and Stone of Syracuse in May 2022. We were specifically looking for ****** countertops. We viewed all of their stone and did not see anything we were interested in until we were walking out and I spotted a white and grey slab I loved, and I asked why I hadn’t seen that particular stone, and was told by ***** ******, the President, that it was granite, so that is why they did not show it to me. I was told the material was resistant to heat, stains, and scratches, and he specifically said that with this slab he could, “…fix anything that happens to it.” We went with this stone, agreed to price ($119/sq ft), and made down payment. For reference, we have about 190 sq ft of this material installed in our home, so paid approximately $22,610 for this material (and we had them add different backsplashes in bathrooms which is all combined on one receipt). Installation was completed in October 2022, and we moved into our home at the end of December 2022. Immediately upon moving in, there was a film on all of the countertops, and ***** told Justin that as we clean it, the film will go away. There were also these strange glass rings next to the sink, which I have come to find out is called “etching.” Additionally, when they installed the countertops they overbuffed a seam so about 4” on each side is dull from this, when the rest of the counter was polished. This is where the problems started. ***** told us he could come buff the seam and etch areas to try to fix the appearance. We were hoping that the etch area just didn’t get sealed correctly, and that these etches would not continue and could be buffed out. However, they started showing everywhere. We contacted the owner Rosid on May 1st, 2023 via text (have proof) to see if they could come buff the counters to remove the film and the etch mark an dull areas. We were told we had to wait for ***** to get back from Bosnia. The etching got worse in the meantime. We never heard back from them to come fix them, so my husband reached back out via text on June 20th. ***** finally came at the end of July, attempted to buff the seam area and the area to the left of the sink with bad etching, but a few hours after he left and the “sealer” dried, it looked worse. Since ***** wrote that these were ********* countertops in his email, I was curious why they were etching because real ********* does not etch. After extensive research, I found references which I have recorded in an email to *****. ********* is resistant to acids and will NOT etch. If it etches, it’s not real ********* (reference 1). ********* has a high likelihood of being mislabeled which may lead to problems (reference 2). This is when I realized that the material installed in our home was in fact, not ********* at all, and they sold us fake material but charged for the price of *********. I also did the lemon and vinegar tests in a corner of our countertops. Basically, if contact with these substances causes etching, then it’s not real *********. Both of these caused horrible rings of etching in about 5 minutes. I have done hours of research and talked to manufacturers, as well as retailers, and they conclusively say that this material is actually ******** ******. This is consumer fraud. I started emailing the company so that I had proof of everything. I was told by *****, the President of the company, in an email dated July 11th, 2023, that they have, “…reached out to another specialist in this field to see if he is available to come out and look at your countertops and see if he is able to repair them.” He never got back to me after that. I was also told in an email that now they make people sign a waiver stating that the stone may etch or stain. We didn’t sign anything like that and were even told that these were basically indestructible and if anything happened then they could fix anything. That’s why I bought them, and now have determined they are ******** ******. CONSUMER FRAUD.