ComplaintsforArmina Stone

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We did not receive what we were told. There are several issues that arose with the install. I have attached a very inclusive description, and tried to attach pictures. For some reason I couldn't attach them. I will send them to you in another format if possible. I have sent all of this information along with the pictures to ***********

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/7/2023 Armina stone installed quartz counter tops to a new kitchen. The installer made rude comments about the size of my kitchen as soon as he stepped foot in it. The 2 installers dropped the counter top and caused damage to a drawer, panel and multiple walls. Upon inspection, the edges of all of the countertops had ridges and were not smooth at all and the countertop was not cut to the appropriate size causing the stove to not fit. When armina stone was notified of the issues they sent someone out to fix the size of the countertop at 730 at night. 2 weeks later another team was sent to try to fix the edge problem. The countertops are smoother but not even as the team polished too much countertop off in certain areas. It has taken many phone calls and messages to even try to get a response from the company. Terrible customer service and quality.

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 8, 2023 my countertops were installed. I noticed immediately that the finish was very dull and the sides were very shiny. Around the sink is 3 pieces of quartz rather than 2 making 2 seams by the faucet. The seams are very noticable and raised. The edges are rounded except by the refrigerator where it is square.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our experience with Armina was disaster. -the installer arriving with the wrong measurements, even after having two different measuring appointments and installing the seam on the incorrect side of the column going through the island, cutting down the middle of the pattern so it didn't match up continuously. Extremely disappointing that they cut down the middle of the stone to take a 3 inch portion out of the center rather than the end of the stone. (we knew it would have a seam around the post but it would be a continuous pattern/stone, we did not expect them to arrive with the wrong size after two measuring appointments and be here til 10pm at night cutting a portion right out of the middle of the stone) -Cutting the counter short by the sink so that there is water that splash and a huge gap, not being the level of quality and service we paid for. They offered a 3 inch splash which we did not want because it wasn't a part of our design and we wanted tile so now we are just living with this massive gap until we get our tiles in. -design communication issues with their team what they are and are not capable of doing, being shown things like corners cut at a 90 degree only for it to arrive curved or not to expectation, one corner needing an additional visit to be ground down (5th scheduled visit to our home), the seams around the sink not being flush. -The icing on top was the installers breaking our screen door offering a $50 patch kit as a replacement (door doesn't slide correctly, out of kilter, and patch won't work because it tore out of the seam where it attaches to the door, refused to send someone out to do it/fix it. -Overall professionalism, installers arriving late into the evening well beyond appointment window/staying past 1030, Having two measuring appointments just to have them not use the correct measurements and show up then butcher the slab in front of us.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The installation was not complete, they were supposed to install our drop in sink and not only did they but they damaged our sink to make it fit. The installers spoke no English so we could not communicate ort problems. After they left the project manager would not call us back to fix the problem for two weeks. We had no functioning kitchen for this time and not until we threatened to want a refund he responded. His fix was just to hide the fact that the countertop was not cut properly because it was not straight. Once we demanded a refund and sent back the countertop they gave us a hard time about getting a refund. Never ever deal with this company.

  Business response

  06/27/2023

  We received this job on May 10th 2023 whereas we contacted the customer to schedule their template and installation dates. The customer was given a 5/19/23 template date and 6/1/23 install date.
  On 5/22/23 we were advised the customer had their contractor framing in the area right of the range to prepare it for countertops with proper support. Installation took place on 6/1/23 and we were contacted by the customer that the installer did not install the sink and the overhang measurements were a little off. We had our project manager perform a site visit on 6/8/23 to determine a course of action for resolution. It was determined that we would have to adjust the pieces and open the sink area for the sink to fit.
  On 6/13/23 our project manager spoke with the customers and Home Depot COS to go over this plan of action. On 6/16/23 our installation crew returned to adjust the tops so that the overhangs were correct and open the sink area to install the sink. Once the tops were adjusted the installer put in his report that all looked good and before the installer could address the sink area the customer had said they just wanted the tops removed and taken out of their home.
   The project manager had told the customer if they did not like the fix that we would take the tops out and re-make a new piece, the intention was for a full remake, not refund. The attached drawing shows the area where the overhang had to be adjusted. The rest of the kitchen was fine.
  On Monday 6/19/23 it was brought to our attention that the customer was requesting a refund. This job is through our Home Depot partner and we have been speaking with them to work things out. Home Depot stated the customer has contracted someone else to install their countertops and we agreed with Home Depot to go ahead and refund the customer. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a slab of quartz for 2 bathroom vanities. The job done in one bathroom is fine. The job in bathroom #2 is not. Backsplash is bowed and vanity top is scratched. Serviceman Tim came to take a look. Agreed to fix scratches and cut new backsplash. The guys come 2 weeks later and they bring no backsplash and say they can’t fix the top. I call him several times and he finally calls me back. Still no decision from him about the resolution.

  Business response

  05/30/2023

  We are scheduled today to complete the job. 05/30/2023

   

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work was done on 3/27 by two non English speaking workers, which meant communication between myself and them were poor. There were problems with install and they installed countertops on then told me the problems. Walls needed repaired and products needed altered. Armina stone has been contacted every day for 3 weeks and they have not once responded back. I have one countertop that is the wrong size, the backsplash fell right after installers left and is not flush with the wall and the initial person who came out never let us know that our countertops might be smaller then original and gaps might be there. Again the installers did not speak English and could not understand each other. All they said was order more backsplash. We want our kitchen fixed and part of our payment back. This also involves Home Depot as well as we went through them but they won’t help

  Business response

  04/25/2023

  ****** **********
  When we took out *** ****** old laminate countertops and installed his new quartz countertops there were gaps and areas where the old laminate countertops that were thicker than the new quartz tops left a noticeable paint line. This is common when removing laminate tops and replacing them with stone tops and is the customers responsibility to paint or fill in those gaps left from the old tops.
  
  The backsplashes installed have never fallen off the wall as stated in *** ****** complaint, but what is noticeable is that his walls have a wave in them. The backsplash touches the wall approximately in the middle and has a gap at the left and right ends of the backsplash. If the backsplash was pushed to close the gap at one end or the other it would cause a much larger gap on the end not touching the wall which is why we installed it where it touches in the middle of the wall to leave a small as possible gap at either end of the top.
  This is also common in homes due to the walls not being level and plumb and this is fixable by filling in these gaps with caulking which is the customers responsibility.
  
  We have our service team going back out today 4/25/23 to remove this backsplash as the customer wants to fix his wall so that the backsplash will fit better on either end of the backsplash where it meets the wall.
  To cover his complaint about communication I show in our system where we communicated with him right after installation and a week later spoke to him and explained we would schedule our service team to address these issues.
  Here are some visuals of his concerns.
  Gaps at either end of the splash
  
  Walls gaps and paint line left due to laminate top being thicker than the quartz tops.

  When we have completed the job we will discuss compensation with them.
  
  
  Rex H******
  Director of National Accounts
  ***** ************ *******************
  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased quartzite countertops on 1/5/2023. During installation, the crew was very unprofessional, slamming doors, yelling. They were very messy and left our kitchen in an unacceptable condition with glue residue all over the counters and our new stainless steel sink. They left the floor unswept and razor blade on the floor. The glue was dark and seams very noticeable and the faucet was off center. The product itself had a cracked off piece in the corner and a knick in the island. The perla venata quartzite has many fissures on the top which we thought would be smoothed in fabrication. The sides of the countertops present with many cracks. Today, a representative came to repair the cracked off piece and the knick however we are left with a product that does not seem to be what we saw and purchased in the warehouse in Cranberry Township. We chose Armina because we thought we’d get a better experience than from a big box store. There is no response from the owner [email protected]. The representative who came today apologized but that’s all he was willing to offer. He would not offer an extension of 3 warranty if any other cracks surface. They do not seem to care their installation was sub-par. The salesperson stated their crews are employees of Armina or sub-contractors who only work on countertops and he said he would talk to the crew. We were hoping for an extension of the warranty and that they would stand behind their product. It would have also been appropriate to refund the cost of installation. When I asked what the BBB rating was, the representative today said he had no idea.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We contracted Armina Stone for counters and paid for a 2D rendering of the counter layout for approval (which was never sent). The counters were cut without approval and are possible not the slabs that I chose. Our sales rep agreed Armina was wrong, delayed installation and held two slabs of quartzite in Cheswick for us to approve. If we liked them, a 2D rendering would be done. I told her that I would look at the cut pieces as well in case anything could be used. When I got to Cheswick, I met with the fabrication manager. Even though the layout was not ideal I approved the perimeter pieces but not the island. The president joined us and said there were no other slabs there and I could take what they cut or he would return my deposit. I felt pressured and he made character accusations saying I was trying to make problems to get out of paying. This was offensive and baseless. Armina made mistakes and had no solutions. The president was very condescending. I felt vulnerable and backed into a corner. He knew we were moving into our house. Getting the deposit back wasn't an option. It would be months before another company could install counters. I was confused why the other slabs weren't available when my sales rep told me they were. Left with no options, I told them to install with the hope it would work out. At install, Armina forgot to bring a 2-foot section, they didn't have the counters notched for the range (even though it was unpacked for measurements and we provided the model information), there is a dark seam on the center of the island, the two slabs don't match up, and there are two chips in the seam. When I spoke to the manager about the issues, the president was there. The conversation became heated and he again accused me of just not wanting to pay. He said he was taking everything out of my house. The installers felt bad and quickly installed. Armina only agrees to notch the range counters and fix the 2' section. They refuse to look at the island.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Contracted with Armina Stone to remove old countertop and install 260 sq ft of new countertop, backsplash, and sink. They advised my only responsibility was to remove the old ceramic tile back splash and that all was level last they were only able to shim 1/4 inch. A rep came to measure on May 19 but made no inspection regarding the work to be done. Installation was scheduled for June 2. The day before I was told the installers would arrive in the afternoon. I expressed my concern regarding the size of the job and was assured that they would stay until the job was finished regardless of the time. They arrived at 4:15 in the afternoon on the 2nd and neglected to bring the new sink. I called and Armina Stone refused to send somebody out with it forcing the job into a second day. Upon removing old countertop damage was done to rear support and I was told that additional support was needed for new top and it was not their responsibility. I had to fabricate 5 support pieces with lumber and hardware I had on hand. Aside from the huge inconvenience and mess of the installation running into a second day, I lost money I paid for a golf outing scheduled for the morning of June 3. I still do not understand why they wouldn't have had somebody make the 1 hour drive to bring the sink on Thursday afternoon in order to complete the job as scheduled.

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