ComplaintsforStone Spirit Inc.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Stone spirit $13,578.00 for two quartzite slabs for use in kitchen, master bathroom, powder bath and a white quartz for my guest bath. They came to install everything (except the powder bath) on 12/22/21. Issues: 1. They installed the white quartz in guest bath with 3 backsplashes. Instead of center the back backsplash, he just pushed it to one side leaving a big gap in the other and he just filled it with caulk. He didn't clean the caulk afterwards and he damaged all the wallpaper. We tried to clean it with water and it's not coming out. 2. Countertop in master bath has very noticeable and sharp corner. They "fixed" it but it's still the same. We notified all this to Yuliya sending pictures and everything she told us when they install the powder bath, Adriel will take a look at it. They where supposed to come to install powder bath counter and drill holes there and kitchen 01/12/2022 from 2-5pm and they called at 2:30pm and cancel the appointment, just saying that Adriel was not available that day and they didn't want to send anyone else to do the job, because it is a very fragile material and they want to make sure the job was well done. They reschedule for the following day. My surprise was that Adriel didn't come, instead they sent David and Jeremy. They took a look to daughters powder bath and agreed that the job wasn't well done, the wallpaper should be redone or put a higher backsplash to hide it, but there are two outlets that need to be moved. The WORST part came when they start drilling the stone with the WRONG TOOL. Brand new walls splashed and new cabinet damaged with acetone. The STONE CRACKED in both counters, bath and kitchen. This material is very hard to cut but fragile you CANT use brute force. Even the workers where complaining about it, and recommended the same morning to their boss to cut the stone at the warehouse. My contractor KRI Inc is refusing to install faucet bc the stone is going to break apart. TBC

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/02/15) */ Contact Name and Title: Adriel - Service Manager Contact Phone: 407-770-0077 Contact Email: [email protected] Last time service for that customer was done 01/19. Our team fixed the "crack" (actually it's an opened fissure on crystalized quartzite) and polished it, that sharp corner also was fixed. Since that our installation manager tried to reach out the customer several times, but she did not pick up the phone and our company never received any official email/letter from the customer. Regarding the complaints: - Wallpaper or tile work should be done only after countertops installation is done, as minor damage to the walls (touch ups) might happen during the stone installation. It's said on a contract customer signed. - The same signed page has the information that customer must have faucets on site for template. Unfortunately, customer did not have faucets on site not only at the template time, but even at the installation on 12/22/21. Installers are equipped with all tools they need to have for drilling faucet holes on-site, they are polite and respectful. They had to agree with the customer to avoid escalation of the situation. It is true that holes need to be cut in the shop, but it's possible only in case if we can get faucet specification and check faucet physically on site at the time of the template. Our workers sometimes have emergency or family issues, trucks might break, that is normal stuff and sometimes we have to move installation/service dates. We let know customer about it the same minute we got information from the installers. Customer was informed immediately. - The customer was aware that quartzite is extremely fragile material and we have to fix any cracks or chips if they occur. It's stated on Indemnification and hold harmless agreement that customer also has signed. All the pieces of the countertops were installed, all issues customer has mentioned to us were fixed. The job was completed according the signed contract and industry standards. Consumer Response /* (3000, 7, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Correct, last time you came was 01/19. I didn't have any characters left to write. That day you left without even cleaning anything, very respectful and professional, you even left your drink, thank you for that! I signed the report saying I was not satisfied with your services and the way you "fixed" the stone. So the job is clearly NOT COMPLETE. The excuse of the fragile material is NO LONGER ACCEPTED. The man made quartz is also not well installed. The right side of the backsplash was perfect and the wallpaper wasn't damaged at all, is the left side where you need to fill the HUGE GAP with caulk to try to hide the mistake and you didn't clean it properly afterwards. We were aware 100% about the fragility and hard to cut material we choose and bought. Therefore we make our deep research and choose, Stone Spirit as our fabricator. We truly thought you were going to handle with extremely care and with an exquisite professional way with highly qualified workers all of our countertops. But we were very wrong and that was not the case at all. The countertops in the kitchen perimeter and powder bath are DAMAGED by Stone Spirit due to NEGLIGENCE, it has nothing to do with the material. The people that came to drill the holes were also complaining about that the tool that they have was not appropriate to cut the quartzite. They also recommended that same day to their managers that this material should be drilled in their warehouse. They did an awful job, I was suffering seeing them drilling the stone in a diagonal angle, they even burned the tool. I could easily see that they were not trained or have any experience cutting our material, damaging the stone by several parts. I heard several "crack" sounds during the process and you can clearly see the NEW CRACKS, not FISSURES. I can totally tell the difference. You should have drilled that holes in your site, not in my house. You mentioned they were being respectful, let me tell you something, they told me to wait at least 2h after the sealant was applied. There was one of them literally lying in my countertops while I was there, (less than 30 min passed when this happened.) So I mentioned to him astonished, "I thought I had to wait for the product to dry for at least 2h" his face was a poem. The lack of professionalism and respect with which me and my husband and our material have been treated has become ridiculous. So you tell me now, why do I have to live now with damaged countertops because of YOUR NEGLIGENCES and lack of professionalism. We paid almost $14.000 and we are not satisfied with your services. Your slogan is " A passion for perfection" is clearly not true. The job done in my house was very far from being perfect. That is why we demand that Stone Spirit reimburse us a fair percentage of the amount paid for the damages, waste of time and psychological stress to which we have been subjected throughout this process. Business Response /* (4000, 13, 2022/04/11) */ Good day, Thank everybody for your business! We have explained all the issues and questions before and do apologize for any inconvenience and delays during the process of countertops installation. We have tried to reach customer several times to arrange in person appointment with general manager to discuss all the questions. We left voice messages, no success. ****, PLEASE contact your sales rep Yuliya *************************** 407-770-0077 ext.101) to arrange an appointment. Consumer Response /* (4200, 15, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reached to them. They took 4 days to answer me and they offer me a ridiculous $25 gift card. This is insulting, the amount of the damages is worth at least $2500. This company is not only ignoring my complains, you can clearly see with his $25***** card offer that they don't even read carefully or look at all the pictures that I have sent to them. They should recognise their mistakes and show that they are profesional and they truly care about perfection as they advertise in their website. I have waste so much time writing and documenting their horrible job. My contractor was very very surprised with the poor quality and horrible customer service that Stone Spirit is delivering with our project. We should have run away from this company when they asked us to pay 100% upfront.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6-11-21 Stone Spirit installed the countertops after prepaying them $4956. After the installers left I noticed the countertop was broken and epoxied back together at the sink opening and was dull compared to the rest of the countertop surfaces. I emailed "Mia on 6-12-21 and two days later she emails me back calling it a "fissure". A large metal rod was epoxied into the bottom side of the broken countertop piece to hold it together. The 3 other sections of the sink opening have a small rod installed which is normal. On 6-22-21 a repairman tries to repair the countertop without success and 2 days later I text Mia the repair is unacceptable and never hear back from her. On 7-7-21 I call the office and talk to Mia again and she tells me she will call me back but never does. Stone Spirit belongs to the ***************************** which states in the bylaws under section "Cracks" the statement "If the repair is a attempted but unsuccessful, the stone is to be replaced with a new piece."

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/08/24) */ All natural fissures if they were opened during the fabrication, they were successfully repaired and fixed. Please see attached picture of the area. Consumer Response /* (3000, 7, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Two employees of Stone Spirit came out on 2 separate days and took pictures and did nothing else. The picture they submitted shows absolutely nothing. Here are a few pictures that show the broken piece of granite. A piece of granite that broke off was fill with granite chips and epoxy. The tape measure shows it's an inch wide. The countertops are highly polished except for a 1 foot diameter circle that was buffed to matte finish during fabrication after it broke. The repair they did during fabrication is not acceptable from the ***************************** which they belong to. Business Response /* (4000, 17, 2021/10/05) */ ***Document Attached*** We have discussed with the customer and came to the solution to re-make the island. Everything was installed and looks great. Customer is satisfied. Consumer Response /* (2000, 19, 2021/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The countertop was replaced with one problem. The new countertop was installed and cracked in almost the same spot as the first countertop. The crack was minor. Stone Spirit came out and repaired it. I give them credit for doing what they said they would do by replacing the top. I don't think this would have ever happened without the BBB's help.

*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. ↩