ComplaintsforStone Crafters Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/13/2024, I purchased two pieces of stone from Stone Crafters to be installed in two bathrooms. I ordered a large piece of stone for bathroom one and was told they should be able to cut the **shaped countertop without a seam. I did not order a backsplash. I ordered a smaller piece of stone for bathroom two and ordered backsplash out of the same stone. Two wonderful people helped me with my purchase. ***** and *******************. A man came later to my home with a laser camera to measure so a blueprint could be made. I explained I needed a backsplash for bath two and it had to be tall enough to meet the other tile so it would not be the regular four or six inch backsplash. I did not order a backsplash for bathroom one. On April 4th, the installers put the stone in bathroom one. It arrived in two pieces and the seam is very noticeable. They installed the countertop in bathroom two but they did not bring a backsplash for bath two. They called their office but spoke in Spanish so I could not understand the conversation. I made many calls to the company asking when I would receive my backsplash. The main answer I got was that they were looking for a match for the stone. ***** later the installers brought a backsplash. It was a different color of stone and was only four inches tall. They left with the backsplash. Since this time I have called many times. I have asked for a refund and been told no. I called ******************* on his private line and found that both he and ***** had been fired. He said he had tried to get my job completed along with jobs for other customers and because he was standing up for customers, he had been let go. His phone number is ************, and ***** has agreed to give you information you may need about my complaint. I have had no backsplash in bathroom two since April 4th. I have included photos. I would like to have Stone Crafters finish their work in bathroom two. It has been twelve weeks of looking at ripped up drywall.Thank you!

  

  Business response

  08/14/2024

  Hello I have spoken with the customer and have found a resolution for her project. Please let me know if there is anything else you need from me.

  Customer response

  08/16/2024

  I am writing to you to let you know that my complaint #********against Stone Crafters  in ******, ******** has been resolved. They have agreed to install new countertop and backsplash in order to resolve the situation where they did not provide the original backsplash I ordered and paid for. I have been working with their new operations manager and he has agreed to install the new countertop and backsplash free of charge if I agree to close my case against-Stone Crafters. I am , therefore, requesting that you close the case identified with the case number listed above.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 18th, 2023 Stone Crafters delivered a Quartzite kitchen counter top that was cracked in several places. The three cracks are at the sink cut-out area and are easily seen and felt. Not sure if this got past the shop inspection and was sent out for installation anyway or if the cracks occured during transportation. I called the service manager at Stone Crafters to report the issue. She said to allow the installers to install the counter top and she would send a technician out to repair the cracks. The service manager has not responded since the installation and has not been available for contact during the three times I have tried to reach her.

  

  Business response

  06/13/2023

  When we are working with natural there are always fishers in the stone and some time you are able to feel the fishers in the stone that is not uncommon. I have spoken to the customer we will go out to service and  if we service the stone and if it is not to his satisfaction Stone Crafters will replace the stone. 

  Customer response

  06/17/2023

   
  Complaint: 20120140
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  06/21/2023

  The Stone Crafters manager finally did communicate with me after the complaint was filed with the BBB. However, they sent over the guy who did the installation to do the repairs. After having seen his work on the install, and his lack of attention to detail - had to ask him to re-set the sink so it would be centered on the faucet, and he smeared the naphtha-based stone sealer over everything including the new sink caulking which did not set up as a result - I did not allow him to do the repairs.  His obvious concern was speed. I decided to pay out of pocket to have someone else do the repairs.  I did not want to take the chance of having poorly done repairs and then having to wait for the tear out of the old counter top and having to accept a new counter top that was not comparable as was the case I read about from another complaint filled with the BBB against Stone Crafters.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a granite countertop and installation service.-All business correspondence, phone, email, service was provided through Granite Depot, which was confusing to me, but I was advised, "It.s all the same."- I was required to pay 50% down $3300 prior to home visit by the Granite Depot drawing up the template, and once I approved both the stone and template, the other 50% was required before installation. I was sent a contract with itemization and a total, no values given for individual items. I assumed, I would receive a proper receipt which would include these--I didn't and requested them repeatedly from both the sales person and consumer relations (Granite Depot) and was told they didn't do that!! -I purchased plumbing package and was told after payment that he would not travel to my house. I had to take their word for the amount of refund to cover plumbing, and the stone was 20% off and I was also not able in writing to verifye that this amount was correct.The workmanship was shoddy and incomplete. No seal between cupboards and granite they put wooden shims which fell out, leaving an 1/8th inch gap on each end of longest counter, no seal at time of installment (was in contract), they pulled out the dishwasher so it is sticking out by about a 1/4 inch and did not leave the connecting plumbing, the seal around the sink, allowed to dry for 72 hours, began to come out within the first 24 hours of use. They gauged the windowsill. They were called immediately about issues on day of installation; I sent 9 pictures and a video. After many calls, emails, asking me to resend the pictures, I requested a reasonable refund of $2000 to cover the plumbing and *********. They refused and sent a plumber up who claimed he could not make it up the paved, sanded road. An installer came to "re-caulk", but I explained the dishwasher had to be dealt with by the plumber first. At this point we fired the company--I guess both companies. We had had enough of the stress.

  

  Business response

  11/18/2022

  Per the attached contract that the customer signed and received, we request that any outstanding balance be paid prior to installation. The day of the template the customer was advised that *********** only connects within the city limits, the customer had to hire her own plumber.At the time of installation, the cabinetry was slightly unleveled which is not uncommon in older home with existing countertops. To install the new countertops, it is required to shim the cabinets in different areas depending on the cabinets. When the installation was completed, the customer inspected the job and signed our job completion form that indicated there are no unresolved issues. We did not contract the plumbing, we do not move appliances or disconnect any appliances.The customer requested (per this letter as well as on a call with our customer service department a refund of $2000 for a plumber and a *********, we were not hired for plumbing and or ********* work. The customer explained that the plumber that she hired was not aware of the amount of work that needed to be done and was not prepared for the job. As a courtesy we offered that we could send someone up to help, the customer refused.  The customer said that the counter tops were beautiful and that she was pleased with that part of the job.
  
  Please let me know if you have any questions that I can answer.

  Customer response

  11/18/2022

   
  Complaint: 18385825
  
  I am rejecting this response because: statements made were not true--their word against mine.  I do not wish any further correspondence.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband and I selected Stone Crafters (now branded ********************** and ************ to order ******** cabinets, which only sells through dealers for our kitchen. Our designer was dreadful and eventually parted ways with Stone Crafters while our account was open, though nobody bothered to tell us. Before she left, she gave us two options for delivery: third-party or direct from manufacturer. She strongly encouraged direct delivery, which she said would cut out the third party. Wed had a bad experience with a third-party delivery in the past. It costs an extra $605, but to avoid a repeat of our bad experience, we saw it as worthwhile.The delivery date came and went. We later came to find both the manufacturer and Stone Crafters believed it was the others responsibility to schedule the delivery and had we not intervened, we may never have scheduled delivery. Finally, we arrived a date, but when the truck arrived, it was A. Alliance Moving and Storage, not Wellbornthe manufacturer. We asked what the $605 paid for, since the manufacturer most certainly did not deliver the cabinets. In fact, Alliance, in this context, absolutely a third-party, delivered them. We argue successful delivery does not satisfy the service we paid $605 for when the $605 was paid to control exactly who handled delivery. If a third party was delivering the cabinets either way, how can Stone Crafters charge more than $600 to augment the delivery option? We asked for a refund, since we were never awarded the service for which they charged us. They refused.Stone Crafters also agreed to order aftermarket, drop-in customizations for our cabinets, where the wrong cabinets were ordered. We have yet to see those.The comprehensive email strings and invoices (original and adjusted reflecting the manufacturer delivery line item and increased cost) explain all of this in greater detail. ***** at Stone Crafters has failed to reply to our latest email. It has been three weeks.

  

  Business response

  09/21/2022

  The customer was charged for delivery at the correct cost,this was misinformation from my sales representative, the customer was not charged additional fees, the charge of $605 is the legitimate cost of shipping. Due to the misinformation Stone Crafters *** is willing to reimburse $200.00 of the shipping. There was no delay in shipping and no problems with the Alliance shipping the items other then being a third-party. We order additional parts totaling $721.18 at no charge to the customer that were not included on the original order due to some of the confusion.The parts have arrived and will be delivered to the customer by 9/27/22. We value the relationship and would like to make sure our customer is satisfied. 

  Customer response

  09/27/2022

  Complaint: 17688642
  
  I am rejecting this response because:

   

  We have two versions of complete, shipping-included invoices. One invoice charges $605 for a modification to the shipping. We paid for the $605 version but received the treatment for the non-$605 invoice (third-party delivery). Had we received $400 worth of the $605 shipping modification, this solution would be acceptable. Unfortunately, as explained to us ad nauseam, the full $605 was to modify the shipping so ******** would deliver the cabinets to us directly, eliminating the use of the third party. There are no degrees to this--no gradients. It's an all or nothing charge and we received nothing, as, in fact, a third party delivered the cabinets to us. Anything less than the full, $605 show in the line item on the second invoice will be considered unacceptable.

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

• Initial Complaint

  07/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract with stone crafters to purchase and install granite in the kitchen. The contract signed by both parties set forth the granite slab to be installed. Based on the granite chosen and of which stonecrafters agreed to sell to me, I entered into the contract. Stonecrafters materially breached the contract by informing me just days before install that they could no longer sell me the granite per the contract because their sales person had made a mistake and gave us too low of a price. Since stonecrafters ("SC") was unwilling to perform per the contract I asked to cancel the contract. SC then stated that no refunds will be given as the contract says no refunds. What SC fails to acknowledge that the breach of contract on their part negated any requirement for action on my part. Since refusing to refund the over $4,000 they have insisted that I chose a different granite that they feel is worth the contract price. This is unacceptable as the granites they have suggested are items I would have never agreed to purchase - let alone for $4000. In ********, breach of a contract mandates the prevailing parties attorney fees and damages be paid by the losing party. If SC wants to insist on refusing to refund the $4,000 after the BBB gets involved then they can hire counsel and pay my over $15,000 in damages and costs I am going to claim in district court. There choice. They made a mistake when they attempted this bate and switch with a legal professional.

  

  Business response

  08/03/2022

  The customer came in for kitchen project that according to the customers drawings was approximately 46 SQFT, the customer selected remnants which are less cost  (small remaining pieces from full slab jobs). When we went out to the customer home to ****** measure the project was bigger in size then what we planned for according to the customers drawings, project increased to 52 SQFT. When we advised the customer that the remnants that were selected would no longer work for her kitchen project, we offered her several different slabs of stone for no additional cost to her. Her project never changed in price due to this situation. We stand behind our offer and would still want to do the customers project.  We have a no refund policy and we make sure that portion of the contract is highlighted and on its on page to sign.

  Customer response

  08/04/2022

   
  Complaint: 17558591
  
  I am rejecting this response because: The contract was for a SPECIFIC granite that was not the same low quality stuff that ********** sells. They did a computerized layout and the entire kitchen fit in the design. Now they say they didn't have enough granite. Well then they cannot abide by the contract. Notice that the contract does NOT give them the right to subsitute contracted product with a lower quality product. Thus, they cannot fulfill the contract and do not have a right to unilaterally change the contract thus the no refund clause is irrelevant. Essentially, their argument is that they can bait and switch 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No customer service. ********************** does not return phone calls or emails. This company sub-contracts out most work and as a result they have lost control over quality control. The company was not willing to reinstall the electrical outlets and switches on the back-splash. Even though in a sales meeting they assured me that the electrical would not be a problem but it was. I was unable to use the kitchen for 8 days. As a result, I was forced to hire an electrician at $250.00 to correct the problem they created. My mistake was paying them in full, $7,845.88 for the work. They demanded full payment up front. I thought that was a bit unusual, now I understand why. I have several other issues as well, but they do not want to address them either. Their idea of conflict resolution is to simply ignore the customer. I sent the ********************** several emails with pictures and phoned them several times as well, but to no avail.

  

  Business response

  04/09/2022

  We received the information from the customer, we advised the customer that this was not part of the contract but we wanted to see if there was someone that we could find to help resolve the issue. This required longer screws in order to put the covers back on, we want the customer to be happy with the finished product. Stone Crafters is willing to pay half $125.00 of the **** to rectify the complaint. 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased stone countertops for kitchen and bathroom vanities in October 2021. The master bath countertop was cracked during installation when holes were drilled for faucet installation. Company originally said it would be replaced but now do not respond and refuse to correct problem.

  

  Business response

  01/31/2022

  We are currently working on an acceptable resolution for the customer we have a service set for this Thursday February, if the customer is not happy with the service we will remake the top for the customer which he is perfectly happy about that as a resolution as  well. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩