ComplaintsforStone Interiors East, LLC

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the "Complaint Full Details" for all the relevant information. Below is just a brief summary intended to fit within the limited number of characters. On February 28, 2024, a contract was signed with Stone Interiors East (SIE) to install kitchen countertops as part of a renovation project through Lowe’s Home Improvement. This complaint is regarding the sub-contractor, SIE, to whom we have paid $7,230.17 (see “Work Order **********.pdf”). As of September 12, 2024, the installation of these countertops are still not installed to our satisfaction. Some of the many issues we have had with SIE are listed below along with our desired settlement for each. Again, the "Complaint Full Details" attachment details each of these issues. - Unethical Measuring: I am requesting compensation for the SIE double inflating the price by rounding up measurements TWICE. - “Oversize Piece”: I am requesting compensation for the “oversize piece” that truly isn’t oversized by actual measurements. - Extended Length of Project: As the installation services are still not complete, compensation is requested for the project taking significantly longer due to SIE errors. - Personal Time Wasted: I am requesting compensation for my extra time off work that SIE has made me take due to their errors. - Falsifying Documents: I am requesting compensation for SIE using my name and signing a document without my knowledge or consent. - Cabinet Damage: I am requesting compensation for SIE damaging my cabinets, a replacement cabinet panel, and the installation of the panel. If you have any questions, or any additional details and/or evidence, please do not hesitate to contact me.

  

  Business response

  09/13/2024

  Hello- We are in communication with Mr. ****** and ***** regarding his concerns. We have a confirmed appointment to return to reskim the seam on the customer's island on 9/18. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date was May 6 2024, The amount- $5, 000-6000 Lowe's contracted Stone Interiors to do my countertops for my kitchen... When the guy was sent out to do measurement for the countertop he failed to ask me the size of the sink I had, He said everything looked good and someone should be reaching out to me for installation, before installation I was asked if it was okay to have the stone cut in my house and I said yes, But the stone for the sink cutout was pre-cut prior to coming to my home And because it was precut it did not fit the space, the cut out for the sink was too close to the front of the cabinet and it is exposed the interior of the cabinets (I have pics) making it impossible for the sink to fit into the space comfortably and correctly.., This all happened because the guy who came out to measure didn't measure the size of sink that I wanted installed, And of course the sink was on site if he needed to take the measurements of the sink.... Ever since the installation was held up I was corresponding with manager Sally Timmerburg, she through the blame on the design of the countertop and the installers And they were nothing wrong with my cabinets nor the installers, she has led me on for months urging me to pick other's sinks and also trying to force me to put a very small 23-in sink in my kitchen that would not look ***** nor would be accommodating, I've reached out to her and I told her that she is not accepting responsibility for any of this and fails to take and accept responsibility and to come to a solution on my behalf which I am the consumer... Instead she accommodate me,and satisfied me so that I could move on and enjoy my kitchen she's constantly fighting to put the blame on Lowe's and the installation team, While all of this is happening I have yet to use my kitchen, I have had issue with the wrong cabinet being sent for over a year and now I'm fighting for my countertop, I have been out of a kitchen since 3/2024 dealing with cabinet countertops

  

  Business response

  09/11/2024

  Mr. W*****- As previously explained and discussed, the need for a remake is related to the design of the cabinets rather than any measurement or fabrication errors. This is not about shifting blame but rather about understanding the root cause so we can address it effectively. Please be assured that we have done everything possible to resolve the issues promptly. I’ve been proactive in following up and ensuring that we’re taking the right steps to rectify the situation. I have been transparent with you and Lowes from the beginning and offered multiple suggestions on how to proceed with both time and cost as considerations. We did not measure or fabricate incorrectly; we followed the standard setbacks for the sink, and it is standard practice for fabricators to precut the holes for the sink to minimize the dust inside the customer’s home. Due the design of your cabinets, the challenge is that the sink will not fit inside of the cabinet without the cabinets having to be modified, pushing the setback further back, or selecting a small sink. 

  Sally T*********

  Customer response

  09/14/2024

  I got the clarification that I need

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Granite countertops were purchased from Home Depot but Stone Interiors provided the granite and workmanship to install the countertops. They came and measured with a portable dishwasher in place. We signed off on the measurement template. They installed the countertops and the dishwasher does not fit. I immediately sent an email with a picture of the countertop with a ruler showing it was the wrong size and requested it be corrected. They did not do so and when I followed up over 10 days ago, I was told it was being forwarded to the department head and I have not heard a word from anyone at the company. The communication is very lacking.

  

  Business response

  09/03/2024

  Good afternoon, 

  I attempted to reach Ms. *** this afternoon by phone and left a voicemail. My customer service representative has spoken with Ms. ***.  I understand there is an issue with the stand-alone dishwasher located on the left side of the sink cabinet.  This side of the countertop only has a 3/4" overhang whereas the standard overhand is typically 1.5". To address this, we can create a work order to cut the top back however I do have concerns of some potential issues that we need to discuss before proceeding.   I have photos attached for your reference that show where the dishwasher is located and the field dimensions showing only 3/4" overhang.   I will try to reach Ms. *** again tomorrow to discuss this further to ensure we find the best solution. 

  Susie 

  

  Business response

  09/03/2024

  Good afternoon, 

  I attempted to reach Ms. *** this afternoon by phone and left a voicemail. My customer service representative has spoken with Ms. ***.  I understand there is an issue with the stand-alone dishwasher located on the left side of the sink cabinet.  This side of the countertop only has a 3/4" overhang whereas the standard overhand is typically 1.5". To address this, we can create a work order to cut the top back however I do have concerns of some potential issues that we need to discuss before proceeding.   I have photos attached for your reference that show where the dishwasher is located and the field dimensions showing only 3/4" overhang.   I will try to reach Ms. *** again tomorrow to discuss this further to ensure we find the best solution. 

  Susie 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Home Depot about $5300 in late March 2024 to replace our countertops, install a new sink, and disconnect plumbing for this job. HD subcontracted Stone Interiors to do this work. Stone Interiors has been difficult to work with and then caused a leak in our home. Issues with SI: The job was a nightmare from start until now - lack of communication, ignoring emails, they wrote down the wrong measurements of the sink causing delays, the installation was delayed a month past the time we were told the counters would be installed, and during the plumbing disconnect the installers didn’t shut off a kitchen sink valve all the way causing a slow leak over about 10 hours until we discovered it (around 11:30om-midnight on May 21). The leak damaged our kitchen cabinet, floors, basement ceiling and walls, nearby HVAC ductwork, etc…. We were told to call Home Depot if there were any issue so we called HD as soon as we could during business hours May 22. Since then Stone Interiors has continued to make excuses and refuse to pay for the damage and repair. When one defense or excuse doesn’t work for them they move on to the next. Before the leak occurred, both a representative and the store manager Susan, said that they would give us a Home Depot gift card to make up for the communication issues and delays with installing. To this date we have received nothing from Stone Interiors. All we have received from Stone Interiors is a letter from the manager stating they refuse to file a claim with their insurance for their negligence and they won’t take any responsibility for it. We’ve sent them the paperwork showing a plumber diagnosed/confirmed it was a valve left open by their installers. The water damage/restoration company, as well as the HVAC company have confirmed this along with the damages as well. We’ve sent Stone Interiors the pictures and the reports and they still refuse to file a claim. It seems they think the can bully clients into remaining silent.

  

  Business response

  07/02/2024

  Please see attachment for the denial letter as well as the plumbing disconnect waiver signed by Mrs. H***** on 4/4/2024. 

  Please let me know if you need anything additional. Thank you

  Customer response

  07/22/2024

  My matter should not have been closed by the BBB and I ask that you open this back up and allow me to respond please.  The response was sent on July 2 and between the holday week and being out of town visiting a sick relative, I have not had time to respond properly.   The sales manager at Stone Interiors is the only person who has been contacted, so our claim was never denied, nor was it ever reviewed by an insurance agent/adjustor.  The sales manager at Stone Interiors, Susan L****, has refused to submit this to their insurance carrier to review.  She has also refused to provide their insurnace carrier information to our peronal home insurance company.  The situation has been updated since their response and due to the nature of this issue Stone Interiors caused, Berkley Southeastern Insurance Group (their insurance carrier) was finally contacted by Home Depot's third party that handles these claims (Sedgwick).  The waiver that the Stone Interiors sales manager has provided does not absolve them from negligence - only from old plumbing breaking (which was NOT our issue and confirmed by numerous companies doing the inspection and repair work from the water damage).  The installer for Stone Interios left a supply valve partially opened and it slowly leaked over about a 12 hour period into our kitchen cabinets, ductwork, and basement bedroom below.  Now that Berkley SIG (Stone Interiors' insurance carrier) has been contacted, they've deemed Stone Interiors responsible and Stone Interiors is now filing a claim with their subcontracted installers' insurance, Riverwood Claims Management.  Ms. L****, the Stone Interiors sales manager, has never been an objective person to speak with regarding this matter as her job is to make and save Stone Interiors the most money possible.  My. L**** and her team also promised to provide a Home Depot gift card to make up for the poor communication and delays (prior to the incident); it's been months and they have yet to send the Home Depot gift card.  And there doesn't seem to be any evidence showing they ever sent one or have any intention of sending one.  I've attached documents that show the timeline of events, damage, and the waiver that Ms. L**** provided highlighting the entire section.  My. L**** conveniently highlighted only one section.  I ask that you please open this back up as it was never resolved with Stone Interiors. Thank you, Megan 

  

  Business response

  07/24/2024

  As per our records and the terms outlined in the waiver, our responsibility was limited to disconnecting the existing plumbing, which we did after receiving the required release of liability.  During our time at the home, we did not observe any signs of a water leak in the kitchen area where we worked extensively for over 5 hours.
   If the valve had not been closed properly, water would have immediately been present with leaking from the pipes. in such a scenario, our standard procedure would be to inform the homeowner to contact a licensed plumber. 
  Furthermore, it's crucial to allow a 24-hour period after installation before reconnecting plumbing, as this also states on the waiver.
  We cannot account for any events that occurred in the home after our departure.
  We stand by our procedures and the terms agreed upon in the waiver.  

  Customer response

  07/26/2024

  I am rejecting this response because:

  Stone Interiors’ sales manager, Susan L****, continues to use insubstantial excuses regarding this issues their installers caused in our home.  By her own admission, Ms. L**** has very little knowledge of plumbing, yet is trying to deny responsibility based on her incorrect ideas of how supply valves work.  We've explained, along with a licensed plumbing company and licensed water restoration companies, that the partially opened valve would have been slowly leaking. It’s not like a busted pipe that would be spraying water everywhere, as Ms. L**** seems to think.  As with many cabinets/plumbing, there are holes cut out in the cabinet to allow room for the plumbing to come through from the floor below - these holes are capped by covers, but water slowly leaking will pool underneath and flow down into the holes and in the floor and surrounding areas below.  Their installers were not carefully monitoring for leaks, they were installing countertops.  We've had multiple contractors, including a licensed plumber confirm there's no damage to pipes and the valve is the only explanation for this leak.  They have also confirmed that no plumbing was connected and the plumbing was the exact same as the installers left it - the leak stopped as soon as the supply valve was tightened and turned fully.  There have been no leaks since either.  The idea that we would cause a leak in our home, causing us to deal with two months of frustration and costing us $6500, is absolutely asinine and a poor attempt to shift blame. 
  In fact - their own installer told us we'd be fine to reconnect the plumbing in the morning (before the 24 hour window was complete) and we told the installer absolutely not; we further stated we had just paid over $5000 for countertops and don't want anything to get messed up.  So we were being more cautious than their own installers. 
  Stone Interiors' reference to reconnecting the plumbing is irrelevant in this situation.  We had no interaction with the plumbing in the time frame from the initial disconnection by their installers until the time we discovered the leak about 12 hours later.  Ms. L****’s claim here also has nothing to do with the cause of the leak - it’s just more redirecting of blame.  
  Additionally, the limited waiver and all initial documents signed carry a reasonable expectation that the disconnect and installation are done properly.  Given that there was no damage to the plumbing, and yet a leak occurred due to a partially closed supply valve (as confirmed by a licensed plumber), Stone Interiors did not fulfill their obligation in successfully disconnecting the plumbing.  Again, the waiver (which has already been attached) says nothing about releasing them from liability against negligence regarding shutting the valves off all the way.  Again, the excuses the sales manager continues to give are either irrelevant or have clearly been dismissed by their own insurance carrier as a claim has been started against them through Home Depot’s third party claims company.    
  Stone Interiors has continued to deny, deflect, and pass off blame.  Notice how they also conveniently ignored addressing the fact that they lied about sending us a Home Depot gift card for the initial install issues.  Again they continue to show that they are dishonest and do not act in good faith.  

  Relevant documents and pictures have already been submitted, but I'm happy to send more if needed. 
  Sincerely,

  Megan H*****

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My countertops were installed in my bathroom and the company punctured a hole in my wall and on the opposite side it has a huge heavy scrape and now my cabinet doesn't close. I would like either a refund or repair the damage.

  

  Business response

  03/12/2024

  . The issue has been resolved with the homeowner. 

  Thank you. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered solid surface countertops from Stone Interiors of South Carolina (purchased through Lowes in Elkin NC). Paid for product upfront ($5,050) before product was ordered or installed. Countertops installed by Stone Interiors on 11/30/2022 by an installer who was in a hurry and didn’t seemed to give attention to detail. Once install was complete, there was an 1/8” gap in the back splash, an inconsistent overhang on either side of the oven, and a dime size hole above an electrical socket cover. When pointed out to the installer, was advised to “slap a wad of white caulk in the hole”. After numerous complaints to Stone Interiors of South Carolina, a field rep/installer made a site visit on 12/27/22, who noted the install was sub-par and recommended the backsplash be replaced/reinstalled. Since then, we have been met with diversion and excuses by Stone Interiors. Stone Interiors have offered no resolution to the poor install. Our request is the defects be replaced/repaired and made as advertised/promised. We hope to resolve this issue without the assistance from an attorney or moving forward with a lawsuit. MAKE IT RIGHT!

  

  Business response

  01/25/2023

  We have offered to go back and repair the two issues with the back splash.  To date the customer is refusing to allow us to repair the splash and sand down the lip in the splash seam.  We stand ready to address those two issues when the customer allows us.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered countertops through Lowes on 3/16/2022, as well as new appliances for a complete overhaul of my kitchen. I was guaranteed the project would be completed by 6/30/2022. Stone interiors is the fabricator and installers. Well into June, I was finally addressed by Stone interiors about having my countertops measured again and then installed. The down payment of $1800 was made on 3/16/2022. The promised deadline came and went and I still waited. Even after Lowes and Stone interiors measured, the material did not fit. The installers took some of the material back but said one of them fit. It was 3 weeks later when installers returned again, and once again they did not fit. They left one piece saying it fit AGAIN, and asked if an inch hole at the wall was okay to which I said No. The installers got mad and left. It has been a total of 5 weeks since then and they have told me weekly that they were waiting on material and had no idea when it would be there. Each time, the representative made a note on my file to call me when the material was in. I called them on 8/10/2022 and was told that the material wasn't in but assured me I'd hear from them when it was in. I called them back on 8/14/2022 to get a refund for my down payment as I've had to hire a new company to finish this job. I've had no counters which include my cooktop, no sink, and my refrigerator in my living room floor where they insisted it be in 12 weeks. When I called, just 4 days later from when they last told me they were waiting on material, they said they didn't think I would get a refund because my countertops were ready for install. I hadn't been notified. I've made several calls on this matter and they all say that NO MANAGER is in and they'll call back. I've yet to hear back and I still haven't been allowed to speak to management. I just want my refund. They didn't do the job I was promised but they won't refund it.

  

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/21) */ As this is a Lowes Job all refunds are handled by them. Last note we have in our system shows Job is canceling.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/23/2021: Countertop purchased from Lowes and installed by Stone Interiors, Gaston, SC (stoneinteriors.com) 3/1/2022: Countertops installed - installation went well. 3/2/2022: noticed raised / rough areas that were not fissures / pores. 3/10/2022: Spoke with ***** ***** - photos requested 3/12/2022: Emails sent and **** ***** confirmed receipt. would send to ***** (Service rep) for review. 3/18/2022: Spoke with **** ***** (again) she will forward photos to ***** and will follow up and "try" to get someone out. "will let us know" 3/28/2022: called ****** talked to **** ******* transferred to ****'s voice mail left message for **** ***** @ 11:20 AM; called back and spoke with ******* again "**** out to lunch"; called 3rd time - ** **** - reviewed issue - 'she will get with operations manager to send someone out' will get back to me latest noon on Tuesday, 29-March. 3/29/2022: 1 PM called ****** tried to reach **** or the supervisor *********** both out. 3/29 - 1:30 PM called ***** ******** Rd, Greenville - point of purchase. ** Store Manager ****** - will have his assistant store manager *** contact me. ~5:30PM *** called to say ***** was on the other line and was creating a work order to send someone out to review the countertops. Give them 48 hours to call me. 4/1/2022: 11:30 AM - *** or ****** at Lowes both out. Called Lowes installation team - ****** (she) reached ***** and conferenced me with ***** to schedule appointment. ****** left the call. ***** 'has to talk to create a work order & call operations mgr.' Stayed on line with ****** 'she is finishing the paperwork and will deliver to scheduler "*******"'. ***** to cc her manager ******** ***** will follow up with ******* on Monday - agreed "either she or ******* will call me". * called back - she ** *******. 4/1/2022: 12:22 PM called Lowes Installation back to inform them of the status. ** ******* - updated her the visit from Stone still not being scheduled. 12:36 ******* called - ***** is working on it.

  

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/04) */ Sales Order XXXXXX - Work Order #XXXXXX Scheduled and confirmed for 4-6-22 - to inspect material. Customer complaint is regarding the Natural Characteristic of Natural Stone. Customer Purchased Granite which is Natural quarried material which has veining and slight variances including, but are not limited to color, shade, particle structure, surface irregularities, fissures and pits. occur or appear in the stone; which is normal. Stone Interiors contacted the customer who is looking forward to us review his concerns and had not other complaints.

*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. ↩