ComplaintsforFirenza Stone, Inc

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Firenza Stone to view their product and receive a quote. I made it clear that I was remodeling my kitchen and wanted countertops. Their quote stated square footage, cutout of the kitchen sink, holes for the faucet, installation of kitchen sink, and all specs for my kitchen. When I agreed to the quote. I agreed to a quote of approximately $3,725 but stated I wasn't sure if one length of the island countertop was 78 inches or 75 inches. They said this would be confirmed at the home template by their measurer. After the home measuring, they stated that they did not know I wanted countertops on my outside cabinets and thought I only waned the island countertops. They told me my two options were to cancel and pay a fee of $500 plus 50% of the material cost or I could pay $4,735.50 to have the project completed. This was a bait and switch tactic and with a one week old at home and desperate to have my kitchen remodel completed I unfortunately proceeded with the additional $1,009.50 quote. They would not have had the cut out of the kitchen sink/faucet and installation of the sink if they did not know I wanted the outside countertops done as well since my sink is not located on the island (which is the only portion they claimed to have originally quoted me for). After installation, the product had multiple gouges in it. A crew came out to fix the top and made it much worse. I put a hold the charge on my credit care until the issue was remedied. The owner called me threatening to sue me if I did not release the charge. I received a letter from an attorney if I did not take my one star review of the company down and release the charge that legal action would be taken. Two more times an employee came out and the issue has not been fixed. I have been following the companies google reviews and noticed that they remove any one star reviews from their page. It also appears that they made fake google accounts to give themselves five star reviews on google.

  Business response

  03/23/2024

   

  Mr. ___    has, in our opinion, been engaging in a continuing campaign designed to defame and disparage Firenza Stone, hold it up to public ridicule and harm its business relationships to unjustifiably obtain discounts or refunds on his project.   Firenza Stone has repeatedly attempted to address all concerns of Mr.___   He has made inaccurate and, in our opinion, defamatory comments about Firenza Stone in social media posts and to the Better Business Bureau.   These include his claim that Firenza Stone engaged in a “bait and switch” unethical business practice.  This is untrue. 
  

  Mr. ___ has omitted or inaccurately stated numerous facts and omitted his multiple approvals from his statement submitted to the BBB.  
  While there were some minor issues with the installation, Firenza Stone went out to addressee those issues to Mr.   satisfaction at which time he paid the remaining balance.  After paying the remaining balance, Mr. ___ then - after that approval - contacted his credit card company and initiated a charge back.  Ultimately the credit card company did not agree with Mr. F. and reversed the chargeback.  
  

  Mr. ___ has posted multiple reviews dramatically changing his rating of Firenza Stone both positively and negatively - often it appears to be based on his status in seeking a discount or refund on his project.  
  While the initial quote did not cover everything that Mr. ___ wanted, he was made aware of this and then approved the additional quote with the additional work requested. 

  Additionally, Mr. ___ has disparaged Firenza Stone and its employees often without any basis in fact. While he claims that “a crew came out and made it much worse,” the reality is he approved the corrections and in fact initially changed his review to a positive – but then sought a charge back to reverse his credit card payment.   He did not “put a hold” on his card as he alleges – he initiated a charge back.   

  Now, it appears to us that he is allegedly accusing Firenza Stone of false advertising and/or false google accounts.  Firenza Stone is proud of its high customer satisfaction and views Mr. ___’s comments as defamatory and designed to maliciously harm Firenza Stone and cause tortious interference with its business relationships.  We believe that his actions are being done to obtain unfair and unreasonable discounts and refunds on his project.  A project he reviewed, repeatedly approved, and agreed to.   

  Customer response

  03/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  

  I did in fact place a hold on my credit card. After being threatened by the owner of Firenza Stone that I was going to be sued for holding payment I called ***** **** to withdraw the hold. The representative from ***** **** advised me not lift the hold as they agreed that this is a crooked company and that they had no basis to sue me. Ultimately, I did lift the hold.

  When employees of Firenza Stone were at my residence trying to remedy their faults, I further expressed concerns. They stated nothing could be done to fix the problems. This is when I changed me positive review (for their prompts to respond) to a negative one as the issue was not fixed but made worse. The owner knows I expressed discontent with their product throughout the whole process, he is lying and committing defamation of character against me.

  
  Regards,
  
  **** **********
  
  
  
  
   

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I were referred to Firenza by a contractor we used so decided to hire them for our kitchen countertops. We paid half of a deposit for materials of $4,510.00. On Friday, April 28, 2023 Dan (measure person) arrived and was confused as to why we had laminate on our cabinets but proceeded to measure. We were contacted by Mike (owner), we were told that we needed to remove the laminate for the countertops to work, which we agreed to do. On Monday, May 1, 2023 I decided to text Dan (measure person) if he needed to come remeasure just to make sure the countertops would fit since we were taking off the laminate, he said no (see attached). On Tuesday, May 16, 2023 the installers arrived to install. My sink was installed on top verses underneath the countertop. Our contract states that we were suppose to have our sink installed underneath the counter not on top (see attached). Now we have to pay to get our cabinets redone due to the big gap they left in our cabinets because these are custom built cabinets. We contacted my rep Gavin and I told him our frustrations. He said he would have one of the owners call us. On Wednesday, May 31, 2023 Anthony F****** (owner) contacted me but failed to listen to our concerns and hung up. He said he would be contacting his attorney. On Tuesday, June 6, 2023 we were contacted by an attorney stating that he was retained by Firenza but we never received any legal documentation of representation. On Saturday, June 17, 2023 I received an email from Mr. F****** stating that he was going to put a lien on my house if I didn’t pay the remaining balance. My understanding is that this job was never completed under our contract, they failed to do what they were contracted to do. They are also not licensed in Pennsylvania to do this type of work.

  Business response

  06/30/2023

  The ¾” plywood top was not compatible with the 3cm (1 ¼”) countertop material selected. It was placed by others as an underlayment for the installation of 2cm (3/4”) material. This would have exposed the front edge of the plywood without the addition of a 1 ½” mitered or bullnosed front edge to conceal it.  
  Ms. ********* was given two options by Mike. Leaving the plywood top would have added a mere ¼” to the finished height at a cost of $4745.00 additional. This cost would be necessary to cover the hand laminating or miter work required to build up the front edge to conceal the plywood edge.If she were to use a 3cm (1 ¼”) material, and remove the plywood top, the need for mitering would not be necessary. Her sink would sit atop the stone rather than under the stone. (The sink is designed to be installed either way).Or, at her discretion and expense, the farm sink could have been lowered. Doing so would have required having the doors below cut down or replaced. Leaving the sink in the current position leaves approximately a ¾” gap between the sink front bottom and the cabinet doors. In most cases, this is simply covered with a finished wood trim in the same color as the cabinets. Usually, such an addition can be accomplished by a ********* for very little cost (Approximately $150.00). Ms. ********* chose to go with the 3cm option. We then proceeded with fabrication and installation (see photos submitted).  
  We now find ourselves with an outstanding balance due us of $4,510.00 which Ms. ********* refuses to pay. Thus far, we have not been able to reach a settlement.  
  

  Customer response

  06/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *********
  
  
  
  
   

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered Quartzite remnant vanity top from company for $1300 and put down $650 in May 2022. Was going to use top as part of upgrade to bathroom. Unable to get contractor to perform work in bathroom in last few months, so decided to do a reset and revisit remodeling next year. Notified company of decision and asked for refund back - which we were told we could receive when be bought top. Company sent employee out to do a template measurement - 15 minutes maximum to perform - about 2 months ago. Company mentioned would refund money less $350 for getting template measurements. That's my complaint. In the order paper work we received, it mentions $350 for ADDITIONAL trips. Nothing mentioned about initial trip, so I was unaware of any costs associated for the initial template. Now upon requesting a refund, that template visit seems to be considered an ADDITIONAL trip - which it clearly isn't . I believe I deserve a full refund since nothing ever specified or agreed upon for an INITIAL trip.

  Business response

  09/09/2022

  ID ******** 

  To create the necessary template required to cut stone for a vanity, the vanity must be properly installed in the space. The vanity in this customer’s home had been installed prior to our home visit. Therefore, there was no impairment to us creating the template for stone fabrication.  The customer also had the option to decline the template appointment up to twenty-four (24) hours before the visit. They decided to move forward with it.  

  The $350.00 charge is the minimum amount charged for any in home visit. This includes elective repairs, inspections, and template services.  

  To date, this customer has the option to allow us to move forward with the installation. Doing so would have no effect on the incomplete portions of their remodeling project. Otherwise, we are entitled to the $350.00 charge for the home visit and service provided. 

   

  Ray *******

  General Manager

  T:***** *********

  E:******************************************

  33205 Curtis Blvd.|Eastlake, OH 44095

  
  

*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. ↩