ComplaintsforCabinet & Stone

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December 2021 we worked with Cabinet & Stone International to remodel my kitchen. On 1/4, I visited the granite yard and picked out 2 slabs of granite because I was told 2 slabs were needed for my size area. On 1/10 I was sent a picture of 1 slab, it did not appear to be one of the ones I picked, so the slab was switched out. I then learned only 1 slab was needed and I chose where I wanted the largest area cut from. On 1/10 the granite was templated, I asked the man measuring if the granite would line up because I wanted the lines to flow the same direction, he assured me they would do the best they could. On 1/22 the granite was delivered and installed looking like the picture attached. There was a large dispute that day between the installers, myself, and "Tracy" at Cabinet & Stone. The installers said that "Tracy" approved only using one slab knowing that the granite would not line up. "Tracy" said I didn't pay for two slabs, I had no knowledge I was paying per slab. As far as I knew I was paying per sq ft. Yes I agreed to have it installed as is, with the understanding that Cabinet & Stone would do something to fix this mistake (I needed a functioning kitchen with an infant at home). From my position "Tracy" had no authority to make this decision without consulting me, it is NOT her kitchen! Also there was a defect with a drawer which they state is cosmetic, which it is not, it is structural. Their option, to drive to Tampa and get it fixed. We attempted to get at least a partial refund from them since "Tracy" forced a decision that wasn't hers to make, they refuse. A bad review was left for them on Google (please look at it), they do not take any accountability for this issue. I use "Tracy" because I am not certain that is her real name.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/02/09) */ This customer has giving us hard time from the beginning, we had to change the slab after she had picked the slab herself, then we sent her the picture of the second slab and show her how the slab is going to be cut, after our installer showed up in her house, she still complaint about the slab, so we offered her the full refund and to cancel the job, but she wanted us to install it anyway, after everything is done and couple days later she called asking for refund. Regarding the cabinet drawer there is a minor cosmetic issue on the inside not to be seen, and the cabinets had been inside her house for a few days, so we offered her to bring the drawer box in for replacement, but she refused to come in and exchange it. we had offered her solutions but she will not take it, so there is not much we can do. Consumer Response /* (3000, 7, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same generic response they posted on reply to my negative review. The company is taking no responsibility for their employee (the owners wife) making a decision that wasn't hers to make. The drawer is not cosmetic, it is part of the dovetails to the drawer. That is structural. Yes I made them switch the slab because they told me to pick two and in the end said I only needed one. So if only one was being used I wanted the other slab. I am not a granite fabricator so I don't know how this worked. They company needs to accept responsibility and issue at minimum a partial refund. Business Response /* (4000, 9, 2022/02/10) */ we have offered her the full refund at the installation day, but she refused, since the tops have been already installed, we have to make another trip to go back to remove the tops, therefore we can only refund the material part of the job, another option if she chooses to will be to give her $250 refund and she get to keep the new counter tops. Consumer Response /* (3000, 11, 2022/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid approximately $75 per square foot for this granite. Approximately 14 square feet of it is installed incorrectly, and I still have a broken drawer. Fair compensation for this nightmare is to issue a refund for the portion of granite that was installed incorrectly because of a choice the owner's wife made WITHOUT consenting the client on this project. Also a replacement drawer needs to be shipped to the location to replace the one that is NOT a cosmetic issue. This does not include anything for the time I have had to spend on this because the company refused to amicably fix this without filing a BBB complaint. Business Response /* (4000, 13, 2022/02/15) */ As customer mentioned in her response, she knew there was only 1 slab for her job, after she indicated what portion she wanted for her peninsular piece, the left over is just enough for other areas, so there was no decision for us to make, there was no other way, the counter top was installed correctly. she was complaining the veins are going different direction. regarding the drawer, she hired her own contractor to install the cabinets, we will replace the drawer as courtesy if she brings it in.

*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. ↩