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:04/16/2024

  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 purchased new kitchen countertops from Global Natural Stones. The total purchase price was $3,018.73 (invoice #17605, purchase date of 3/11/24). As part of this purchase, we elected for the plumbing disconnect and reconnect service to be included. Global Natural Stones used a sub-contractor (***** ******* from TNT Construction) to perform this service. During the plumbing reconnect service on 3/21/24, ***** indicated the kitchen sink plumbing was reconnected and left our house. Within minutes of ***** leaving, water began spewing from underneath the kitchen sink. I shut off the water as soon as possible, but the kitchen had already flooded. I cleaned up the water in the kitchen and then inspected underneath the sink. A water line was completely disconnected, which is what caused the water damage. I contacted Servpro to professionally assess the damage. Servpro concluded all of the kitchen cabinets and flooring is required to be replaced due to the water damage. Neither Global Natural Stone nor the plumber would give us any insurance information despite being responsible for the damage. This forced us to use our homeowners insurance. Our insurance/contractor determined the cost of the damage is between $20-30k, and we will be responsible for our $5k deductible. Global Natural Stones is responsible for the damage. Therefore, I should receive a refund for the countertops at the very least. I have contacted them multiple times but they have not offered a reasonable solution. This is extremely frustrating.

  

  Business Response

  Date: 04/22/2024

  Hello and thank you for sending this information over to GNS. The root cause of the issue defined by the customer is un-known as all was functional and tested by ***** ******* (TNT Construction) prior to leaving the site. We believe ***** went back to the site to fix the issue by replacing a very old valve that was supplying water to the refrigerator. Having said the above, the customer has filed a complaint with the insurance company and the insurance company has contacted both GNS and TNT Construction. GNS has provided the required information requested by the customer's insurance company, hence the insurance company and their inspectors will decide the route forward. There is no room for any refund from GNS as GNS performed the service for the amount collected and went above and beyond in helping the customer with the situation at hand barring the fact that the water line connection to the sink may even be outside of county code. We request BBB to not entertain this any further as insurance claim is underway. Hope this helps in resolving this matter with BBB. Thank you again.

  Customer Answer

  Date: 05/22/2024

  Thanks for reaching out. Unfortunately, Global Natural Stones has not resolved the issue. They have made it clear that they are not willing to resolve the issue, so communication with them is no longer beneficial. The services they provided caused nearly $30k in damages to our home, so we had to use our own homeowners insurance to address the damage caused by them. This situation has been extremely stressful and taxing on my family. I hope a formal complaint is posted for this business so others do not have experience a similar situation.