Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Ultimate stone (manufacturer) to do fireplace install in my house. Install was not finished in the way we have agreed selecting the stone slab, designed layout and cuts. Pieces were misaligned by 2 and chipped on one side of mantle and stone not lined up in other side. After multiple requests, emails sent, phone calls made and me going back to showroom and confronting sales person, ending up speaking to production manager (since person I was dealing with ****************** not answered to my emails or pretended not to understand what I am asking) company sent back installers and did best they could to patch chipped stone and fixed one side lining up, but could not fix or do anything about making wrong cut on other side. Also they had no explanation why I was not notified or warned if stone had defects and they could not do continue cut and make layout as agreed per contract. They offered to discount whole project 300$ which I could not accept since whole project is 5500.00$ and 300$ compensation is not reasonable settlement for companys failure to follow contract.

  Business Response

  Date: 02/06/2024

  We have a court case pending against this individual and his company Andys Prestige Flooring

  So Im not able to discuss  the case except that we are disputing  claimant statement and requesting a payment for the services rendered.

  Let me know if anything else is needed at this time.

   

  Thank you,

   

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

  Accounting Dept

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21001264
  
  I am rejecting this response because:
  Issues were not resolved or addressed. I do not have any court case against me or ***** prestige flooring *** pending. 
  S***erely,
  
  *************************

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21001264
  
  I am rejecting this response because:
  Issues were not resolved or addressed. I do not have any court case against me or ***** prestige flooring *** pending. 
  S***erely,
  
  *************************
  

  Business Response

  Date: 03/07/2024

  We responded to Clients s request and sent a company representative to service  it . We repaired all blemishes as requested. As far as the right vertical piece lining up to the top and bottom horizontal pieces the alignment variance is only. 3/4 of an inch which falls within industry  standards . Included are pictures of the finished product and the layout that was provided to the client.
  In trying to work with the client to come to a final solution we offered  two different solutions. An offer of a $300.00 refund  on labor part  or full refund after we take all stone back.
  Unfortunately, the client rejected both offers and decided not to pay the balance of $1,350. Over 20 years in business it would lead me to believe this client was not after resolution, but more after not paying the balance due.

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21001264
  
  I am rejecting this response because:
    The misalignments in the installation remain unresolved. 
  Your insistence of a 3/4 misalignment falls short of addressing the actual misalignment, which is closer to 2. This deviation from our agreed-upon contract terms is not in line with industry standards. We would like clarification on where the guideline indicating  misalignment as acceptable can be found.
  Regarding your offer, we must clarify that a full refund, with or without returning the stone, was not presented as an option. Additionally, the $300 refund on labor does not adequately compensate for the discrepancies in the installation.
  
  We urge you to consider our concerns and work towards a resolution that aligns with our contract terms. If a full refund, including the option to return the stone, is available, we would consider it as a potential solution.
  
  Sincerely, 
  
  
  *********************;
  ***********************