ComplaintsforStonewall Contracting Corporation

• Initial Complaint

  15/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 29th, we paid Stonewall Contracting, Canadian Soap Stone $282.50 to come and template for soap stone counter tops. Paul Carroll attended and measured, he advised there would be a single piece behind the sink but the seam would be invisible. We ordered a sample of the stone from Canadiansoapstone.com, the web site said the sample will let you see the look and feel of the stone, there was no caveat indicating that your counter will not look like the sample. July 29th we paid Stonewall Contracting, Canadian Soapstone $2401.37, 50% of the cost of material, delivery and installation.October 8,Paul C****** and a female attended to install. We questioned the darkness and he said it was because it was oiled, we questioned the visible seams and slope on the piece behind the sink and he said they always do that. He left, we examined the counter further and found several mistakes that would not allow us to install our sink. We have emailed back and forth**** ********* *** ******* ********

  Business response

  25/10/2021

  Hello,

  ** *** ********** ** *** ********* **** ****** **** ** ******** *** **** ******

  When we installed the soapstone the customer inspected it and both partners agreed that it was beautiful. This is confirmed by ***** in one of her emails.

  Within a couple of hours of us leaving something "snapped". Beth, my wife, and co-worker received several phone calls from "***" the other partner. The calls were abusive and characterized the installers as incompetent and asked why a woman would work as an installer.

  ***** has also brought up the point that one of the installers was a woman. Why described the gender of an installer? ******** ** ** ***********

  Paul also received several texts from *** that had no purpose but to inflame the situation.

  Since then they want everything torn out. This 180 degree change is not rational.

   

  The colour of the soapstone is well documented on the website *******************************************************

  The sloped stone at the faucet is an option agreed to by the customer and is found on the website **************************************

  The chipping was not there when we completed but could be easily sanded out - because accidents do happen.

   

  ***** has ******* ******** our offer email. I believe that is more than fair.

  ** ** *** **** **** **********

   

   

  Customer response

  26/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  At the time of the install we did not noticed the errors in the installation, we did not sign anything saying we accept the installation. We noticed after they left that we were unable to install our under mount sink because they had left a piece of stone hanging down 1/4 inch at the back of the sink. Paul was contacted and recognized his error and said he would return on Tuesday, he did not, they just told us to sand it down.

  My husband ***, called and spoke to Beth, he did question the installers competency and asked if this was Paul's first install. He did also ask Beth if Paul was her husband, which she denied, why lie. We felt it was his first install as that was the only explanation as to why he would install a piece of stone that hung down and would not allow a sink installation. At no time did *** say anything about why a women was installing. The only reason I mentioned her in my previous email is because I did not know her name and wanted to be fair and indicate there were 2 installers. *** ********** ** ******** ** ********* *** *********** ***** ** ******** ** **** *** ******* **** ******* ** **** *** ********* **** **** ** ******* **** **
  
  The color of the soapstone  does not match the sample sent and there is no caveat indicating it would be different. The chipping was not done by us, I sent pictures to the company showing it goes all the way along the edge they cut. It is not on the other side of the range, so if it was caused by us leveling the range it would be on both sides.
  

  The sloped stone at the sink, looks awful and we initially believed Paul when he said that is how it is supposed to be. Why is it not like that in all the videos on their website.
  

  The fact that they do not feel safe is preposterous, neither my husband or I made any threats, by act or gesture, email or text to either of them. I do have the text thread exchanged with Paul and *** and there are absolutely no threats. Just a very frustrated person who just paid a lot of money for a very poor job.

  We are not happy with the product or the install and would expect any reputable company to make it right, not just offer a discount and say fix it yourself.

  
  We are looking for a full refund of all monies paid and for them to remove the stone that they installed incorrectly, that looks nothing like their sample. If they do not want to come and removed it, we have had an estimate from another company to removed the shoddy work and the cost is $1,130.00, which we would expect to be paid by Canadian Soapstone, Stonewall Contracting.
  
  Sincerely,
  
  ***** ******

  Business response

  09/11/2021

  Hello,

   

  To go from we love the soapstone to tear it all out is not rational.

   

  We have provided $2,400.00 credit. That is our best offer.

  Customer response

  09/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:the offer of 50%is not acceptable. We have paid over $2400.00 for a substandard installation and product. We are very unhappy with the product as it is not the same as the sample we were sent and the installation has so many problems (slanted behind sink, visible seams, unfinished edges). We paid for a professional installation and did not receive it. We expect a full refund of all monies paid to this company. We feel we are being more than fair by offering to pay 50% of the cost of removal.
  
  Sincerely,
  
  ***** ******

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