ComplaintsforCastorena's Granite & Quartz

• Initial Complaint

  01/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I contracted with Castorena’s in September 2021 to fabricate and install countertops in two bathrooms out of one half slab of quartz in order for the two bathrooms to match with very little stone left unused. Everything was fine, cordial, and without issue. Payments were made promptly, emails and phone calls were friendly, and contracts were signed. I had absolutely no problems with the woman who came and measured for the template. She was great. On the date of install, January 5th, 2022, the installers mis drilled the faucet holes in the hall bath. The faucet had been provided for them, but the man who drilled the holes made a mistake. When he told me I needed to purchase a different faucet and I refused they told me to call into the office. I was then offered a $200.00 discount to keep the stone. I refused that as well and insisted they get another piece of the same stone so that my bathrooms would match. From there communication was non consistent, I was treated to untrue accusations about my treatment of their installers, I was yelled at, ghosted when I tried to call, and the project was dropped within days. I have no doubt that if the holes had not been mis drilled I still would not have any issue with Castorena’s. The issue now is that rectifying this mistake is going to cost someone money and I don’t believe that someone should be me. I know it will cost them to purchase another ½ slab that won't be entirely used or paid for by the client, but it was their mistake. A full run down of the events along with the email communications exchanged and copies of the invoices have been attached. The explanation I have given you is a condensed version of events. The detailed version was too long to fit within the window provided.

  

  Business response

  01/19/2022

  Hi ******,

  We understand mistake/accidents happen. We provided the options for a discount or purchase a new slab on our behalf to complete your job. You wanted us to purchase a new slab, which were more than willing to do. We could not give you an official timeline due to a number of factors, which included material availability and material delivery time. We made the decision to stop your project after your discussion with Maria to get your project figured out. The language and tone that you used to talk to her was unacceptable. Maria told you all further communication was to be done through email. You then called us ~49 times after that. We gave you a discount of $100 for the accidental damages. In addition, we adjusted your invoice so you would only pay for the actual sqft of the material for the completed pieces. This included refunding you $103.70. You only paid for the material used, fabrication, and installation.

  Customer response

  01/19/2022

  Complaint: ********
  
  I am rejecting this response because:
  I had asked for Maria to call me so that we could come up with a resolution. I had spoken with Ian and received varying answers (ie: your guys would fix the broken light switch and I wanted my contractor to fix it). Ian also told me you guys were booking 5-6 weeks out and that would be after you received the new slab of stone. I did not then, nor do I now, feel I should be put to the end of the line for your mistakes. I would think that you would want to rectify the error and get me on the schedule as soon as you were able to get the stone since this was not my error. If all had gone well I would happily have my stone and my bathroom would be finished. Since the error was made I was expecting better customer service...something along the lines of as soon as we get the stone here, we will fit you in immediately because we are so sorry for the inconvenience. Ian could not speak to this option so I asked him to have Maria call me. He said she was out that day and wouldn't be in until the following day. I told him that was fine. Maria called the next day and gave me attitude from the moment I answered the phone. She started off with she wasn't going to call me until she knew the delivery of the new stone but I insisted. She immediately began yelling at me and I could not get a word in edgewise. There was no real discussion before she ended the call. I did try and call multiple times and I left messages. I had not seen the email she sent about only communicating with email at this time. It was later that day that I was sent another email from her ending the project. I then did as she asked, and I have not called you. I sent an email trying once again to resolve this.

  The issue still remains that I contracted with you to purchase 1/2 slab to do both of my bathrooms. I made it clear when we began that I wanted both bathrooms to have the same stone. Maria was very helpful in finding companies that sold 1/2 slab so that I didn't have to purchase more stone than I would be using. The problem now is that I only got one bathroom out of that slab when your installers mis drilled the faucet holes for the other. You may only be charging me for what I used for the one bathroom that was completed, but it will cost me more than I had budgeted to purchase another 1/2 slab to finish the job. I will be out the cost of the portion I paid you as well as another half slab...using the cost from my invoices -  $1,857.83 for the 1/2 slab plus the $607.79 for the portion you charged me for = $2,465.62 is what I will be paying for stone. Under these circumstances not only will I have a large chunk of stone left over that I have no use for, but I will also literally be the one paying for your installers mistake. This is not okay.

  If you do not want to finish the project than I will accept a full refund for the stone so that I can purchase it through another fabricator and not be spending more than I would have had the installers not made a mistake. Or you could purchase the 1/2 slab and another fabricator can use the portion necessary to finish my project and you can keep the remnant. 

  My goal is to finish my bathroom project within the design and budget I had originally laid out. 
  Regards,
  
  ****** ******

  

  Business response

  01/21/2022

  Hi ******,

  Unfortunately there is nothing more Castorena's can do for you. We apologize if there was some confusion about the timeline, but we would have never told you we were 5-6 weeks out. We have been 4-5 weeks out constantly for months now. In cases where a mistake/error is made, we do our best to adjust our schedule and accommodate our clients as we don't want to keep them waiting. We were more than willing to accommodate you, as the mistake was not your fault, and  we told you that we would fit you in as soon as we knew when we could get a slab in since the material you selected was limited. That is why Ian could not give you solid deadline at that time. When Maria tried to clarify what was going on you were rude and disrespectful by telling her to shut her mouth. This type of behavior is unacceptable and is not tolerated by Castorena's, which is why Maria ended the call and told you all further communication would be done through email. You complained about supplies left, to which we learned you were also rude to our installers and kicked them out of your house without the opportunity to clean up the space. These factors led us to canceling your contract and ONLY billing for what was completed. You have demanded that we finish your project, when we have not received an apology from you for your actions. While the designed you envisioned did not come to fruition, there are other options that do not involved Castorena's. We hope that you can find a remnant and fabricator that can complete the project you envisioned. There is nothing further that Castorena's can do for you and we thank you for considering Castorena's for doing your project.

  Customer response

  01/21/2022

  Complaint: ********
  
  I am rejecting this response because: As I have stated before, I never kicked your installers out. They left once they had the sink and stone out. They did clean up the walls, removing all the glue and caulk. But they failed to clean up everything which included dirty rags, a bottle of glue, a spray can, and a razor blade. 

  Ian did tell me that you were booking 5-6 weeks out which was why I asked to speak to a supervisor, Maria, in order to make other arrangements. Ian also said that your guys would fix the light switch. He went on to tell me how a light switch was changed and how simple it was which was all fine and good, but I told him I am more comfortable having my contractor fix it and you guys could pay for it. I trust my contractor. This was also a point I wanted to address with Maria. At this point Ian had already located the 1/2 slab and said that they could get it the following week. I am sorry if there was any miscommunication, but I never once told Maria to "shut her mouth" and I am offended by that accusation. I had asked her to stop talking over me more than once during the conversation. She was very defensive and combative when she returned my call, yelling at me about things that I never complained about. And just to note, not once has anyone thought of how I have been treated. The conversation with Maria did not go well, but I never said the things she says I did nor did use abusive language with her. She called and once she began speaking she did not stop. Every time I tried to address any of the issues she raised, she talked over me. This continued the entire call until she hung up leaving me, the customer, thoroughly berated and without knowing what happens next. I tried calling back hoping that I could speak with someone else, but no one would answer the phone. It was later that I saw the email Maria sent requesting all further communication to be done through email. I honored that and did not try and call again because I have no problems with that. It was after 5:00 that day she canceled the project.

  A few days later I explained the situation to my contractor when he came to install the plumbing. He knows your company well and was very upset by the treatment I have received. He not only had to finish caulking the stone in the master bathroom, but he offered to speak to Isidro on my behalf. He has known me for years and was very upset that I have been treated so poorly. I'm trying desperately to open the lines of communication so that we can finish the project. I have called other companies and a remnant of the stone is not available. My only options is to purchase the 1/2 slab, which as I said before, is going to be costly. This cost should not be carried over to me. It was not my mistake. 

  The communication we are having now is very civil. I do not know who I am corresponding with but as you have stated, you know a mistake was made and it was made by your installers. All I'm asking is for you to fix it so that my project can be completed. I have offered up multiple solutions of how that can happen if you are not comfortable doing the work yourselves.
  
  Regards,
  
  ****** ******

  Customer response

  01/31/2022

  Better Business Bureau:

  I would like my complaint ID ********, to be handled through an Arbitration hearing with BBB.

  Regards,

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

  

  Business response

  02/08/2022

  Better Business Bureau:

  I would like my complaint ID ********, to be handled through an Arbitration hearing with BBB.

  Regards,

   

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