ComplaintsforSanta Rosa Stone, Inc.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Santa Rosa Stone 43-1** ******* *** ****** ** ***** Date of Transaction: 03/21/2021 Amount: $7,374 - Services: See attached Invoice Demolition and removal of existing countertops Purchase, fabricate and install Silestone White Zeus kitchen countertops (1 1/2" drop miter edge with no backsplash) - Dispute: Original countertop install April 2021 and cracked due to improper installation within first year of install (Countertop_Install_04_2021.jpeg). Santa Rosa Stone replaced the cracked countertop on 02/13/2023. On 02/13/2023 the new countertop was damaged by the installers at the time of the second install (Countertop_Install_02_2023.jpeg). - Account Details: See attached invoice. - Resolution: We are requesting a refund of at least $1,000 due to the damaged countertops, hardship, loss of revenue and inconvenience this has caused our business.

  Business response

  03/03/2023

  5/3/2021 Santa Rosa Stone installed Silestone White Zeus kitchen counter tops for M** ******. 
  5/6/2022 A year and 3 days later I received phone call from M** ******. He told me his counter top had cracked and I need to fix it because it's still under warranty by California State Contractor's law. I told him the law only requires 1 year warranty, but I would still take care of it for him anyway and that first I need to contact C********* the Silestone Manufacturer to see if the problem falls under manufacturer's warranty. 
  After meeting with the Silestone Rep at the Drohan residence on 7/11/2022 I received a letter from Cosentino stating that the counter top in question would not be covered under warranty. I have attached their letter to this email. I then told M** ****** I would purchase new material and replace the cracked counter top at Santa Rosa Stone's expense. Since the crack was discovered, I have given M** ****** complete freedom to pick and choose what day's he wants us there to perform the task of changing his counter top from 5/6/2022 — 2/13/2023. 
  M** ****** had established several different dates between 5/6/2022 to 2/13/2023 but changed them several different times to conform to his schedule. I would move the date with no questions asked just to make everything work with his schedule. On 10/24/2022 we were scheduled by M** ****** to install the new counter top. My install crew traveled half way to the Drohan Residence, which is a 1 1/4 hour drive from my shop, I then received a text from M** ****** cancelling the install. 
  2/13/2023 we rescheduled and finally made it to the jobsite and installed the new counter top. 2/16/2023 I received an email stating that our installers chipped his counter top. M** ****** then demanded a payment of $1,000.00 for his inconvenience. I then called him and left a message to contact myself so that I could address this matter. I have not heard anything from M** ****** until now. 
  I've never once denied any of his request. Covered all the cost and I have worked around his schedule without any question. I'm still willing to correct any problems with his counter tops. All M** ****** has to do is call me. 

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