ComplaintsforOrtiz Stone Works LLC

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had hired O**** Stone works for a kitchen and bath renovation. I had spoken with the project manager about adding additional lighting under the cabinets and 2 windows (1 for the bathroom that was being special order and 1 for the kitchen). We agreed upon a price and the work was done except for the bathroom window that had a 6-week order time. After the kitchen window was installed, I noticed at night you could not see outside but anyone passing by the window outside could clearly see inside my kitchen. I asked if the window could be fixed of that particular problem. They put some tint on the window which did nothing. So, we removed the tint. Nothing else was done with the window. Project was completed. I went to make the final payment and that was when extra charges were being added for installation of a range hood. I was told installation is never free. It was not written in the original estimate. However, they did not write in the estimate about installation of the sink, lights, and stove, none of those items were in the estimate also. I refused to pay the extra cost for the range. The worker who was taking my payment asked if I was happy with the way everything turned out. I told her I was fine with the overall outcome except for the kitchen window which I explained why. She agreed with me that it was a weird set up. She called one of the owners and they offered me a couple of solutions to that particular problem, either a refund on the window or I could go buy a window (that would cost me additional money) and they would come out and install it for me. I took the refund with the plan on hiring another company to replace the window. 7 weeks later I called to check when the bathroom window would be installed and was informed it was cancelled since I took a refund for the kitchen window. I was also told that since I did not want to pay for the installation of the range hood that the window was cancelled. I am out of a window and money. BEWARE!

  Business response

  04/25/2023

  **** ***** hired us to do her kitchen and bathroom remodel, she came to the office to discuss everything that was included in the contract, when the installer was in the middle of the project, she asked the installer to do a job extra for her, thinking that she would not report it to the office, it was a lack of ethics and professionalism on her part, since she had to speak directly to the office to add the extra jobs she requested, when she called the office they let her know about the extra jobs that they installed for him, which he requested after signing a contract, when he got to the office I thought that they were not going to charge him for the extra work, I think that as a reasonable person he had to pay, but what occurred to him was He did not like the window so he did not pay so they gave him a discount of , the price of the windows and lights was $1400.00 and they only charged him $800.00, they gave him another discount of $661.00, when they charged him for the installation of the Hood, only he said no one would do it He said he was going to charge him to install it, unfortunately he says they are extra charges, but they are not, since everything he asked for extra was done, and he had to cancel and not charge the window so as not to continue having problems with her. That is why she gave herself the discount and thus the contract was closed. and what she did not realize is that the installer is the owner of the company... logically she had to charge him for the extra work 

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19981038, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  There was no resolution.  The company is making up their own charges for items.  There was an additional $1300 that was being charged for 2 windows (kitchen and bathroom), under cabinet lighting, and a box that was built in for the washing machine hoses.  Victor O**** and I discussed the amount, and I approved it.  At no time did any he let me know that I needed to go into the office to sign anything for the additional work. This is where they lack communication with their clients and one another.  There were never any discussions about the amount of money they are now stating that was owed to them.  The extra charge that they wanted for installation of the exhaust fan was not discussed until I was making the final payment. They wanted an additional $800 for that.  I told them to take out the exhaust fan.  It was not my intention to pay for the installation since I was never made aware of it until the final payment.  Tthey had the choice to remove it.  It was never signed in the contract.  Like I said before I am out of money and a window.
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ortiz Stone Works completed guest bathroom renovations around February 13, 2021. On August 9, 2021 I discovered in my linen closet, which is adjacent to the guest bathroom shower, water and mold on the walls/floor. My Husband called *****, who sent a plumber to investigate and conduct repair work. Per the plumber, the fitting attachment on the shower head had a slow leak. The water had been accumulating at the ground level. The Plumber proceeded to fix the leak/tighten the fitting. The crew left with the intention on coming back to fix the drywall in the linen closet, and stated the owner would be back in touch with my husband. the owner never got in touch with my husband. There could have been further water damage inside the walls, due to the leak being higher. Since I have health concerns (asthma, respiratory concerns) and the closet being adjacent to our newborns room, we contracted Servpro to perform water and mold remediation on the damaged area. Our home owners insurance denied the claim because they deemed it was long term water damage as a result of an improperly installed shower head from a prior bathroom remodel. For MONTHS we were playing phone tag with Ortiz and trying to catch them at their store. As we: 1. needed repairs done 2. wanted to file a claim against Ortiz's insurance in order to help recuperate the Servpro remediation expenses. it was the right thing to do honestly! Finally on 11/3 they sent over their insurance information. We tried to file a claim against Ortiz's insurance but ********************* they have only had the policy since 10/2021 and would not cover work done in 2/2021. so now we are phone tagging again to get insurance information.Also, the repairs to the drywall/baseboards still need to occur.We are very displeased on how Ortiz has handled this situation and feel it only right they repair and help with remediation costs.

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