Complaint Review: Tom Adams - Bella Granite Imports

On April 30th, we contracted with Bella Granite Importers out of Homosassa to fabricate and install granite countertops in our home. We had just completed tile, new cabinets and a kitchen remodel. At this point, our family of five had been with out a kitchen, sink and its conveniences for over a month and a half. We expected this and were looking forward to enjoying our new kitchen and the beautiful granite we picked out for the countertops.

My husband and I went to Bella Granites shop to see the stone we picked before it was cut. We saw their operation and all seemed fine with their business. I had also heard from other contractors that they had heard of no complaints from Bellas work.

Tom Adams, the owner of Bella, came out three times to measure for the countertops. After measuring, I paid him the money to do the work. The cost was $5312. He told me it would take about a week or so to cut and polish the stone. Tom cut and polished the stone and told me the granite was ready to be installed. We agreed the next day for installation. I arranged my schedule and set a time for the plumber to connect the plumbing. The next day came and no show or call from Tom. I called him and he said he would have to make it the next day. He did this to me for over a week and a half. Each time I had to reschedule the plumber and arrange my schedule. I continued to lose time at work. Each day I had to call him because he continued not to show and give another excuse for the delay.

It was at a ridiculous point now at the length of time passing and I was losing time at work because he kept telling me he would show. I had a weird feeling, and I asked Tom if the granite had been broken. He said no. After a few more days Tom finally brought the granite to my house at 10pm at night.

During the next few days it took for installation, we noticed they did not cut the granite as they had templated and we agreed. There were two pieces put together where it should have been one. By the sink the granite was broken. When I asked Tom, he said that those were natural cracks in the stone. It was obvious that the stone had broken in half and had tried to be repaired. We found this in two spots and voiced our concern. Tom said he would fix it so well that you would not be able to see it.

After seeing this damage and their sloppy work, I became very skeptical. However, I gave them the benefit of a doubt, especially since he gave me a decent price and I had already paid him. The last piece to be placed was the long bar. After placing this ~500 pound piece of stone, I was shocked to see that it had been completely broken in half. You could obviously see where they tried to fix and repair. They never told me of any of the damage prior to installation, even after I specifically asked. It is shocking to realize that these people went to all the back breaking effort, loss of time and money to install broken countertops without even informing me first.

They took the broken bar piece with them and told me they would replace it. They said they could get this same Crme Bordeaux granite from the same slab yard. I went to the stone yard the very next day to see if they had any similar slabs left or could get any more. They said since this stone was unique the only way to match would be to buy all new slabs and recreate the countertops. I looked at four other slab yards and could not find any to compare or match.

Now I am out all the time that it took me in the first place to find the perfect granite that is now ruined. I called other fabricators and asked them what they would do if they broke a customers granite. They all said they would have the customer look at it and let them know what they could do to fix if possible. Otherwise they would have to replace and accommodate the customer at their expense not the customers expense. Some commented on why a fabricator would even go to all the trouble to install with out telling the customer up front. Granite is extremely heavy.

I called Tom and told him of my findings. I also told him of my disappointment in his work, how he set false expectations, and delivered and installed damaged material with out informing me first. I told him I wanted my money back and for him to come and get the damaged granite. He agreed to repay me and remove the granite. It has now been two weeks and I have not been repaid in full and the broken granite still sits in my kitchen that cannot be used.

My family continues to have to use the laundry room and bathrooms to wash dishes and rinse food. We have no sink and no water source to cook or drink. We are spending more money and gaining weight eating out all the time. We have had to cancel family functions, Fourth of July, because we have no kitchen.

My complaint is that they dragged me along before installation, broke the granite glued it back together and installed with out informing me of the damage first. They also did a poor job in placing the granite and the under mount sink. The sink does not sit evenly and the hole was cut too small for the sink. The bull nose edge is not smoothed evenly. There are chipped edges all over the granite. The main complaint is that they lied to me when I asked if the granite broke. Instead of telling me of the damage they tried to fix and install the damaged material hoping we would not notice. They strung my family along for weeks and are continuing to put us off and not return our money and make right what they have done wrong.

Again we sit here another week without the use of a kitchen that we have been looking so forward to enjoy.

Granite fabricator victim
Odessa, Florida
U.S.A.