ComplaintsforStone International

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Stone International reported to our home to measure and complete a plan that ultimately had 2 major errors that have impacted the installation and the functioning product we have already paid for.Issue 1) the wall width measured by Stone International during the measurement verification visit was off by approximately 4 inches.Issue 2) the refrigerator width (on-site at the time of measurement verification) was not accounted for properly in the plan and the doors on either side lack operational clearances (and do not open).The final plan (attached) following the home verification measurements, including a 36 inch cabinet above the refrigerator with no spacers to account for the operation of the cabinet doors, and a total width of 133 inches. The actual wall measurement is 127 7/8 inches. The contractor (unaware of the secondary issue with the refrigerator) determined that he believed he could install the cabinets without the spacer and proceeded to problem-solve despite the clear measurement error.Once the refrigerator was placed into the opening as planned by Stone International the second mistake came to light as the adjacent doors on either side of the refrigerator do not have operational clearances and do not operate. Each of the above errors are the direct result of mismeasurement and planning completed by Stone International, and stone international has been argumentative and aggressive in all attempts to collaborate as to a reasonable solution to the mistakes.

  Business response

  09/27/2023

  Per our conference call 9/26/2023 - OFFER TO CLIENT
  
  I would like to point out that when I joined the phone call a few minutes late, I noticed that
  *** was listening carefully to the facts and was clearly making sense of the situation at hand.  At no time did he raise his voice or make any derogatory statements about you or your wife. 
  
  But, when I joined the meeting I mentioned that I emailed you prior to setting up an in home measure,you will need to have the drywall completed.  Your tone and demeanor changed on the conversation to a combinative state and you wanted to debate the semantics of what Drywall meant.  
  
  Measurement were taken at your home but was not final. On July 6th. *************** indicated at this time, your relative/contractor was coming to town to do the demo and install. I pointed out again this cannot be a final until all walls are prepped and ready for cabinets. It was clearly pointed out to me that he would verify the measurements after the drywall was completed. This was not his first job.
  
  I also noted and understood that this was an insurance claim in the works for this job. They did the below items only.
  
  Said ***************** put up temporary supports in the sink area. This area has no issues.
  New flooring was laid but not according to the new kitchen plan which there was no new plan to be given to the Flooring Company.  The Stove area was void of flooring in the wrong area.  *************** indicated that the flooring company will need to be rehired to come back to the site to make the changes after they get the new cabinets installed. 
  The Fridge wall in the scheme of thing was not part of the insurance claim and this is why decisions to change the entire kitchen after a flood claim were in the works.  It was wife explained to me that you were removing walls to a pantry area.  But, the farthest right was unable to be removed because it is a supporting wall.
  
  There was a point that Stone International was going to do the install.  But, you decided that your relative/contractor was going to do the project. Because he was going to remove the soffits, walls,repair and install the cabinets.  I verbally told you that he needs to check the measurements after the walls were removed.  To make sure everything fits.  From the beginning of July until the end of July you finally returned the elevations.  I presumed that your contractor had ample time to check the design. 
  
  If this step was taken after your contractor prepared the area, we could have corrected the sizes and adjusted the drawing. 
  
  On 9/16/2023, you and I had a discussion that there was an issue on the installation of the cabinets.
  
  I was surprised that you and your contractor decided to install cabinets without fillers and jammed them in the space not following the plan. I was also stunned that your contractor did not measure the space and verify that the plan and the cabinets will fit after the demo and drywall altered.
  
  You and I discussed the options that can be taken and the details on how it needed to be orchestrated,and it was decided only one way it will work with minimal cost.
  
  Let me remind you, we mutually came up with a solution and that you will purchase a smaller Pantry and use the Fillers that you already have on site. You said this will work and I also added a discount onto the cabinet and rollout trays that was approved by *** when I told him the situation.  You also said your relative/contractor was still in town and could get it done. 
  
  This is why I send you a revised plan and an estimate to order the cabinet.
  
  Since 9/16/2023, I do not know what happened after our conversation. But, it clearly has escalated on your end and you are making false accusations.  You stated that you could not get answers in which we were in constant communication via email.  Also, you indicated that you did not have contact information for Stone International. All the above is untrue and you even had the address, phone numbers and spoke to numerous employees at Stone International plus you visited the store.   
  
  You contacted me on 9/5 regarding how the cabinets were installed and you needed some advice.  You sent pictures of the after installed cabinets, clearly showing you and your contractor made grave mistakes in not having fillers and forcing cabinet behind a supporting wall, and now the doors dont work properly.
  
  *** pointed this out to you that after you demolished and changed the space this was the time your contractor should have pointed out that the space measurements changed.
  
  He also indicated that the cabinets have been drilled and installed and cannot be returned.
  
  You signed this policy on returning the elevations.
  
  FINAL DESIGN ELEVATIONS - APPROVED -MEASUREMENTS VERIFIED
  ***NO RETURNS - NO EXCHANGES***NO RETURNS - NO EXCHANGES***
  SIGNATURE ACKNOWLEDGES ALL MEASUREMENTS HAVE BEEN VERIFIED 
  
  But, we are still offering the discounted pantry and rollout tray for you to use. 
  
  Stone International was not the contractor on this job and will not responsible for install.

  Customer response

  09/27/2023

   
  Complaint: 20660869
  
  I am rejecting this response because it makes no attempt to address the mistake in products and services rendered.  It is wholly opinion based, misrepresents conversations clearly supported in email, and deflects blame without speaking to any part of the actual issue outlined in the claim.

  Stone International is responsible for the mistakes in measurement and planning that resulted in an inoperable pantry wall.

  As a result of our treatment via phone on 9/26, we have requested a conversation with Stone International Management twice to date, and have not been provided with a name or contact for the next step in this discussion.

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

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I chose Stone International because their prices were fair and my salesperson was helpful and reassuring regarding my project, a kitchen counter replacement.I contracted to pay them $4168.71 for the removal of my old kitchen countertops & then install 58 sq. ft of granite that I had chosen from their warehouse floor.The granite I chose has various shades of grey veining on top of a background that varies between a bright white & cream. Only one seam was needed for my project but it is very noticeable as it appears the fabricator made no effort whatsoever to match the color of the background between the two adjoining pieces, so a piece with a bright white background is next to a piece with a warm beige background. This seam sits right in front of the sink which is right in front of the *********** is very noticeable from many feet away & at any angle.The store owner, **** came to look at the project & refused to acknowledge that I had ANY reason to be unhappy. He denied there was even the slightest problem, & after I many attempts to reason with him he said I 'would never be happy' and that I "didn't know what I was talking about". His only offer to make it right was to ask me to give them an additional $660 so they could provide a new piece, on top of the $4,168 quoted for the job.My second complaint is that the sink cutout is 1/2" too small on all sides, so the custom chopping board that came with the sink doesn't sit inside the sink as designed. The guy who came to measure declined to take the paper template that came with the sink which would have ensured they made the cutout big enough, although he did take my new sink, & the box it was shipped in. I would like to have a new piece of granite installed that is close match at the seam for no additional cost. I will accept the incorrect size of the sink cutout but I will not pay them the additional balance of $1042.18 as compensation for poor workmanship and failure to provide the project they committed to.

  Customer response

  03/31/2022

  Good morning,

   

  I filed this complaint about Stone International Denver on Monday, March 28th, two days ago. Since then there have been two new developments I want to add to this complaint.

   

  1. In my complaint I stated that the sink cutout created by the granite fabricator, Librestone, was too small. As a result, the chopping board, which is designed to sit inside the cutout on a ledge, won't fit. Additionally, this 'workstation' sink also comes with a rollup dish rack and, because the sink opening is too small, that dish rack doesn't operate as designed and roll up out of the way of the sink opening. I've attached pictures of my sink, as well as one from the Kraus website which shows how the accessories should be placed within the sink cutout. I've also attached a picture of the paper template that came packed with the sink that the son (*****?) of the owner of ***********************, Librestone Marble, declined to take away with the sink, saying it wasn't necessary. As you can see, there were two options for cutting the sink, with no reveal or with a 3/8" reveal. Not only did Librestone not ask me what type of reveal I wanted, but they actually made the cut out smaller than either of these two options indicated on the paper template. I've never had this type of work done before so I trusted that ***** knew what he was talking about when he said the paper template wasn't needed, but obviously, he should have taken that template along with the sink so the fabricator could have seen my options, contacted me to clarify what I wanted and then made the cut out the correct size. 

   

  2. Yesterday I got an email from Stone International denying any fault regarding this project and demanding full payment for the job and I've attached that email below. I have not responded to this email. 

   

  Thank you for allowing me to add to this complaint and I look forward to an update once you have one for me.

   

  Fran 

   

   

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

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

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