Complaints
This profile includes complaints for Rumford Stone, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/16/2022
Type:Status:ResolvedMore 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.
On a Friday we confirmed that the templating would be done on the following Tuesday at 11:00, and corrected some contact information. I adjusted my schedule to fit the 11:00 appointment. Late Monday afternoon, I got an email confirming that the templating would be done at 8:00 on Tuesday morning (sent to the wrong contact info). I called twice and got no answer. I received a voicemail early Tuesday morning simply telling me that "the schedule changed." Excuse me, but I think I should be considered in scheduling a visit to my home... The templater showed up at 7:45. He was knowledgeable and helpful. We made it work between my teleconferences, and he renewed my enthusiasm for the project! We decided to increase the height of the backsplash by 2-1/4". Then things really went south. I received a change order for $457.69, which included increased charges for templating, fabrication, and installation. I MIGHT have expected some increase for the cost of the additional stone, although I expect that the additional 2-1/4" strip was bound for their scrap yard. I can't imagine that Rumford's cost increased one iota based on my changes. The cost of templating, fabrication and installation certainly didn't increase. In discussing this concern, several representatives were inflexible and curt. Charging extra for items not associated with my changes is apparently their standard operating procedure. I am left feeling that Rumford Stone took advantage of my position (my kitchen is currently disassembled, doing dishes in the bathtub, etc...) in hitting me with an unreasonable up charge. Not to mention the attitude. The Change Order shows that item costs have changed, but does not provide detail (other than the bottom line). The Templating, Fabrication, and Installation charges include higher numbers of "EA," but Adam would not clarify what the unit of cost measurement actually was.
Business Response
Date: 06/17/2022
Thank you so much for the feedback, I am sure we can resolve this issue quickly.
I've forwarded a copy of your complaint to our department manager and she will review the matter with her team and reach out to you directly to you this afternoon.
Kindly respond here on the BBB site once the issues is resolved to your satisfaction. If not, please note such in your response and feel free to reach out to me directly.
Vince T****** Owner
Customer Answer
Date: 06/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17436151. I spoke with Tania at Rumford Stone this afternoon. We agreed on a fair settlement that is satisfactory to me.I appreciate your help in reaching this resolution!
Best regards,
******* *******
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