ComplaintsforInternational Granite & Stone, LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a quartzite countertop remnant - Order # **XT24B9ZVV3R for $3500. The countertop was delivered and installed on 5/31/2024. At that time, I notified IGS and told them the countertop was not cut as specified and that the countertop edges were square and not rounded. I have not heard back from them as to any resolution to the problem. That is a lot of money to spend when the order was delivered as requested.

  

  Business response

  06/20/2024

  After consulting with her and presenting various options, this case has been resolved.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My job started in March. The video and instructions given by salesperson were not referred to causing my stove to improperly fit. Now they take no responsibility. They have hung up on my at their office 12 times plus today and ****, my salesperson, will not speak with me either. The grout lines are atrocious as due to rain coming, they pulled tape early and ruined it. My problem as well. I need help.

  

  Business response

  05/20/2024

  Were truly sorry to hear about your experience. We're currently reviewing all the pictures and investigating all information internally. Please give us some time to review this as we strive to make every situation better.

  Customer response

  05/22/2024

   
  Complaint: 21726367
  
  I am rejecting this response because:
  I do not want case closed until there is a resolution. Part of the issue has been lack of communication. If I do not inquiry repeatedly, there would be no interaction at all. I just want what I contracted for. Their inability to even see the issue is problematic. 
  Sincerely,
  
  *************************

  

  Business response

  05/23/2024

  IGS has called the Customer and will be going to the jobsite on Wed or Thur this coming week to address and hopefully fix the issue. Thx, 

  Customer response

  05/24/2024

   
  Complaint: 21726367
  
  I am rejecting this response because:
  
   The wording of the response. I want to be sure if a resolution before I accept closing complaint. Contract was signed mid Feb., this is ending May and not resolved. Weeks have gone by with nothing but me trying to get their attention. 
  

  **** did call yesterday, at 5:15 pm to make tentative appt for Wed or Thurs next week. Stated he was bringing a co worker to assess what needs to be done to remedy problem. I am anxious to hear what they are going to do to fix craftsmanship.  
  Sincerely,
  
  *************************

  Customer response

  06/24/2024

  10 day response from IGS is not possible as they do not communicate with the customer. They came out. Still cant seem to get guy that can cut the granite straight. Still gaps around stove and company has just stopped speaking to me at all. I want all to know the companys reputation. All was well until a problem arose, then they went awol. Please do not close or reopen this complaint for buyer beware. Thank you. If I get another company to come in and do the job they seem incapable of finishing, I would like it to be at their expense.

  

  Business response

  06/24/2024

  We apologize for the inconvenience you faced. Your feedback is crucial for us to enhance our service. For over 22 years, we've installed more than ******* kitchens and received thousands of 5-star reviews, reflecting our commitment to quality. This case has been rsolved.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had countertops installed by IGS in July of 2021. I called back on 1/29/2024 to request a quote and someone to come out to drill two holes (one for an airswitch and one for a pop up power supply). I also inquired about having a new sink style installed. I spoke with ******** on 1/29/24 and she advised she would have to speak to someone else since my information was all in an outdated computer system they recently upgraded. She would call me the next day. The next day came around and she never called me back so I called in again. I was told she was still waiting for information and would then call me the following day. She finally called back on 1/31/24 and after some discussion, I advised I did not want to move forward with the sink swap out and just needed someone to come back to drill two holes. She advised I would get a call back from **************** to schedule someone to come do the work. Later that day I received a blind email from IGS requesting a $99 service charge. I decided I would pay this at the time of work as I did with the countertops when they were installed. The following day (2/1/24) rolls around and I'm still waiting on a call for someone to schedule the work. I call back and speak to ****** who advised she will have ******** call me back in a few minutes. Two hours go by and I call back in and speak to ****** again and she has ******** call me back. She insists she told me that the $99 is due first before scheduling. We had discussions that this would be the service call fee, but there was no discussion that this needed to be prepaid before scheduling or anyone would come out. She accuses me of yelling at her and refuses to get me a supervisor or office manager when I ask to speak to someone else. She advised everyone is at lunch and someone will call me back. I'm still waiting on a call back. The ridiculousness of this process to pay this company to come do work is absurd. Not to mention the lack of customer service and follow up.

  

  Business response

  02/06/2024

  After a thorough review of all correspondence (i.e. voice recordings) there was an efficient set of responses to the varied service requests that ************** was inquiring about. The $99.00 trip/assessment charge was clearly explained as to when (prior to scheduling) and what (trip and assessment/applied to total cost of work performed) it covered. After ******** explained some of the extrinsic obstacles as it pertains to sink replacement and the addition of a pop-up outlet, ************** expressed his understanding and that his main concern was the hole for an air switch and if possible, enhancement of the finish. The hole was drilled and it was determined that the finish would be compromised by any attempt at enhancement. We spoke with him upon completion of the service and are processing a $100.00 refund on his behalf. In light of our effort to provide the best customer service possible, we are requesting that this complaint be considered resolved and subsequently closed.

  Customer response

  02/06/2024

   
  Complaint: 21232685
  
  I am rejecting this response because:

  IGS continues to provide false information and operate unethically.  There was a conversation about a $99 service fee, which I was willing to pay.  The issue is they failed to advise that you have to pay this prior to anyone coming out.  This caused a delay in trying to get someone out that could have been avoided if their representative, ********, was up front and truthful.  When I finally got a call back from a manager named ***, he refused to schedule or send someone out unless I removed a 1-star ****** review I left.  Once he confirmed I did, then he agreed to send someone out.  The agreement was to drill two holes, one for the air switch and one for a power supply.  I had already purchased the power supply myself.  I was told there would be an additional charge of $100 in addition to the $99 that would be owed for both holes.  At this point I paid that, so I have paid them a total of $199. 

  The technician arrived and only had one drill bit that would only work to drill the hole for the air switch.  He called someone at the office who advised their installers do have the correct drill bit for the power outlet, but they would need to send someone else out with that correct drill bit.  He told me I would have to call the office back and reschedule to have someone come back out for the second hole.  By the time I got *** in the office back on the line, the technician had already left.  *** said they cannot drill the hole as they don't have the correct drill bit size.  I then told him the technician told me they confirmed they did upon calling back into the installation department not more than 10 minutes prior.  *** then advised that they don't install power outlets due to the issues they have with them, and he would need to follow up with an operations manager and contact me back to see if they could.  If they didn't contact me back, then they would just refund the additional $100.  This was on 2/2/2024 and I have never received any sort of communication after that.  Part of the issue is that I had to continually keep calling in to them to get any information from the start before all of this started and it continues to be one of their main customer service issues. 

  As of 2/6/2024, I still do not have my $100 refunded nor has anyone confirmed that it has been done.  If it is not credited back to my AMEX in 48 hours, I will file a dispute for the $100 charge to the credit card company.  I have gotten so many different stories from the multiple people I've spoken to at IGS.  I've been called a liar, told they've called me when they haven't, told they've texted me when they obviously haven't, and continue to be painted as some crazy person who keeps complaining for no reason and treated so disrespectfully.  I have spent thousands of dollars with this company with no regard at this point.  I have no idea how they have such a high BBB rating when they are deceptive and unethical in all of their business practices and require customers to remove online reviews prior to completing any work. 

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

  

  Business response

  02/06/2024

  As the only service that was provided was the cutting of the hole for the air switch, we initiated the call to refund the additional $100.00 that was paid. The credit card refund has already been intiated and our ********************* has been told that the credit should be effective within 24 to 48 hours.

  Customer response

  02/07/2024

   
  Complaint: 21232685
  
  I am rejecting this response because:

  It seems that whoever at IGS keeps responding to this complaint does not fully understand or read the entirety of my responses and is focused on the $100 refund.  I get it you have processed a refund, but where is the accountability or acknowledgement of any wrongdoing on the way this has been handled by your company.  There is zero in any response I have gotten.  I'm hoping there is some enlightenment or intervention by BBB to review this complaint as this isn't how an A+ credited business should be responding to or treating its customers.  

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

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told and shown silestone soapstone that appeared to be a natural looking dark/ charcoal gray with a varying finish similar to real soapstone It is cut unevenly in almost all areas, it is a shiny blue/gray color vs a natural soap stone appearance we were told and shown the island counter was to be white with gray veining however, it is yellow/off- white.We we told the entire project would take 10 days to two weeks.On May 8th the backsplash demo started.On May 15th a crew showed up at approximately 1pm and began demo on the counters and leaving with all water turned off to our entire home. The following day a crew arrived around 10am and left late in the evening followed by a plumber who capped a water line in order for us to have water in the remaining parts of our home. On May 17 we contact *** re the damage of cut to the counter stone as well as incorrect measurements. May 25 a rep met with our contractor and agreed that most the counters were cut incorrectly and would need replaced. . We asked that all the counters be replaced with the correct stone and were refused. We submitted pictures and emails supporting our claim. They offered replace partial areas leaving the incorrect material. We since ask for cost to us if we paid for those so that we could complete the project. We have not had any communication since that request on June 14. At this point we still have had no response and our kitchen remains unusable and the damaged counters still remain. From the moment we paid *** in full we have struggled with communication includ multiple requests from asking for samples to asking for project time lines, throughout the project were met with the *** rep on hand having no information, an inability to communicate and a general confusion on next steps and we were repeatedly told to call the office.We paid $36,531.55 for counters that are not what we were led to believe we would receive, improperly measured, improperly cut and improperly installed.

  

  Business response

  06/28/2023

  IGS has been in communication with this customer over the past week.  Our operations manager **** is working with the customer to give her choices to correct the issues. 

  Customer response

  06/29/2023

   
  Complaint: 20228216
  
  I am rejecting this response because: we are in negotiations. We have not agreed at this point. We will continue to work with IGS in order to reach a reasonable outcome. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted IGS about getting granite for an outdoor project. I was told to contact "Primo" at ************. He didn't answer 2/3 times. When he did answer, he told me to drive to their location to talk about my project and pick out a remnant slab. I asked if it was the ***** location listed on the website and he said yes. I drove to that location per their website and when I arrived there was not office. I tried to call ***** again and there was no response but his voicemail said to call ************. I did and it says the number is disconnected. I went back to the website which advertises a free in house consultation. I scheduled mine for April 24th at 6-7pm. I then got a call saying that my project was too small and they would not come out to my home but again wanted me to drive to their non-existent ***** location and call Primo. There is nothing on their site saying no in-house consultation if granite slab is less than a particular size. This is false advertising. Additionally, they are advertising a false location and a number that is out of service.

  

  Business response

  05/03/2023

  We're truly sorry to hear about your recent negative experience with our company and *****. We understand that you received conflicting information about our locations and had difficulty reaching Primo. It's frustrating to be told that your project is too small after scheduling an in-house consultation. We know miscommunication can be a significant source of frustration, so we apologize for any inconvenience caused. Please call ** at your convenience for pricing on your project, and we'll apply a discount to make things right. Our team is committed to making sure your next experience with ** is a positive one.

  Customer response

  05/08/2023

   
  Complaint: 19946425
  
  I am rejecting this response because:

  If they were to actually be responding to my complaint of false advertising, they would offer to follow their website promise and come out to my house for a consultation. A discount doesnt change their false advertising and still means I would have to drive to their facility (that is not where their website says it is) and schedule an appointment with a phone number that is disconnected. I already found a different provider for my counters, but I think they should not have an A+ BBB rating advertised on their website if they are going to falsely advertise. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this company to do my daughters countertops.We had a piece of granite for their bathroom that need to be cut.The company said no problem charged me ****** to cut the granite.They measured the granite came back took the granite and when they brought it back they cut it to short.A lady my daughter talked to admitted they cut it wrong.This company is doing absolutely nothing to make this right.Hsve ignored us completely.This was 100 percent their wrong.

  

  Business response

  12/05/2022

  IGS believes that we completed the contract per the terms stated.  We re-fabricated a piece of customer ********************** that we thought might be a problem.  We had the customer sign terms on the *** contract to address this potential issue = ( IGS is not responsible if the granite breaks during fabrication or if it does not fit perfectly,) 

  In an effort of customer service and to address this complaint, IGS is willing to replace the Vanity top in question with another piece of granite that IGS has in stock. We will let the customer pick between 2 ********************** colors that we deem comparable, and will reinstall the vanity top. 

  Customer response

  12/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered quartz for a kitchen remodel. I had told the salesperson that I had wanted bar seating at the counter. When the counter was installed I realized that it only overlapped the wall by 6 inches. It is not possible to sit at the bar due to insufficient room since there is only a 6 inch extension. When I search for proper extension for seating all sources recommend 12 to 16 inch extensions. I unfortunately trusted the salesperson's drawing not realizing the error. I have talked with the company several times to explain my complaint and after 2 discussions they no longer return calls or have done anything to correct the problem.

  

  Business response

  11/02/2022

  IGS completed the work for *********************** per the terms on her Scope of Work contract, (there is no mention of any specified overhang on this contract).  The customer signed off on the dimensions of the countertops in question on 2 separate occasions .  The first sign off was at the completion of the template, during which the customer had the ability to question our templater about any overhangs.  The second sign off was via Panda Docs, the customer signed the *** sheet with a seam revision that also contained the dimensions of the countertops in her job.  After this 2nd customer approval IGS cut and installed the job to the specs which were signed off on by the customer on 2 different occasions. Plus after installation of the countertops, the customer then signed the install sign off page, with the question of " Is the job completed to your satisfaction? " Which the customer checked the YES box.  IGS believes it has done nothing wrong in this case.  The countertop install was completed on 6/30/22. Once the customer realized there was nothing IGS would do, they then submitted a claim to the BBB.
  
  

  Customer response

  11/04/2022

   
  Complaint: 17912928
  
  I am rejecting this response because: I was very clear that the overhang was for a breakfast bar for stools. I was never actually shown the extension as how far it would actually be for sitting under it. Yes it was on template and I neglected to get down on hands and knees to measure the distance from the wall. There is a standard distance for the overhang and I mistakenly assumed the figures given represented the industry standard since they were supplied by employees of the company. 
  
  Sincerely,
  
  ***********************

  

  Business response

  11/04/2022

  We understand that ***** hired ** to be the experts. However, she wanted a custom overhang, and we followed her instructions. We took precise measurements and fabricated and installed the countertops according to her specifications. She was pleased with the results, signed off on them, and we completed the job as agreed upon. There is no solution to increase the overhang she wants now because it was made to her exact specifications.

  
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 1, 2022, I signed agreement with IGS for custom quartz counter tops for my two bathrooms. We agreed on requirements, price and I made a 50% deposit. IGS has the material and is authorized to purchase is Cambria Mayfair product. Five days I get a call, IGS will not honor our agreement; they presented my options as: I can accept their new standard, or allow the designer to tear up both the agreement and my check. I expressed my frustration, did not accept their offers. We used them approximately a year ago to complete our custom quartz kitchen counter top (approx $7K). They website claims highly trained staff, high tech equipment and all professionally trained. As an aside, I was to receive literature on their sinks and consideration to include a third sink. We live here and needed to make sure we had at least one fully functional bathroom, we would have had these two available for templating and installation per their requirements. I've gotten two emails from the designer documenting their offer. This policy change was explained as, the guy quit, too much breakage so we have the adopted the new standard. This is not how we conduct business, especially since we were repeat customer. I have learned much since this event began. The industry is replete with unethical terms like 75% upfront, no performance commitments and no refunds after agreement signed.

  

  Business response

  05/25/2022

  Business Response /* (1000, 12, 2022/05/10) */ Contact Name and Title: Charlie J. Contact Phone: XXXXXXXXXX Contact Email: *******@igscountertops.com This was a past customer. For the first job he contracted with us, ***** asked for a custom edge to be applied to the inside of the sink cut out. At that time, we had a specialized fabricator that could apply the custom edge around the sink by hand. This complaint is about *****'s second job. After his first job was complete and with no complaints, he contracted us to redo his bathroom countertop several years later. At this time, our specialized fabricator did not work for us, causing ***** to be disappointed with a service we no longer could provide. We refunded in full *****'s money. Resolution: We refunded in full *****'s money. There is nothing we can do to provide the specialized service ***** is looking for. Consumer Response /* (3000, 14, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The IGS response is deceitful and illogical and goes to their motivation - greed. First, I might have accepted a reduced price. Most do not charge to perform bullnose edging to the perimeter. Bullnose edging can be performed using power hand tools, does not require a CNC. Now, IGS can not perform bullnose edging too. IGS response sounds like double speak. Does IGS provide edging services or not? double speak. The contract states customer has three days to cancel. IGS response to customer to alter agreement or cancel was given five days after execution. I guess they can violate both the spirit and legalities of our agreement. IGS charges premium fees to support their team of trained professionals. I guess the owners and management team decided now was the time to gouge their customers. Next, IGS response sounds like that of a very small organization, which employs a few non skilled labors in a rented bay in a warehouse somewhere; not what is represented on the website. The CNC operator is a good paying position. The notice the IGS response does not mention the "new edge" policy. The designer stated same, it takes too much time to setup the CNC, breakage occurs etc etc. Really, aren't those factors addressed in your pricing? Of course they are, again, the explanation illustrates IGS' drive to increase profitability. Walk through any big box home improvement stores which offer counter tops. You will find standardized polished edging featured on 2CM material. You purchase 3cm to reveal the inherent beauty of the material which can not seen with a polished edge. Chipping also occurs with greater frequency with only a polished edge. During this dispute I contacted several other firms that do perform the services required. I found their pricing to exactly what IGS wanted to charge for standardized polished edging. Again, this exercise demonstrated to me how unethical, unscrupulous and deceitful IGS. The response was made to sound like they simply have zero choices other than refund. More bs. I undertook this complaint believing IGS would make this right, I was wrong. I want consumers to consider how over priced IGS has become, while only being concerned with increasing both top and bottom line, not meeting customer expectations IGS established. When I reread the IGS response it sounds nice however when you look under the covers you find just how duplicitous, illogical and unethical their explanation is. Buyer beware. I would not recommend any company that does not meet or exceed the expectations they themselves set. Would you? Business Response /* (4000, 16, 2022/05/24) */ We wish you well and hope another fabricator can provide the service you are looking for.

*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. ↩