ComplaintsforStone Center

• Initial Complaint

  11/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  3/16/2021- We placed an order for 21 granite stair treads for our new construction home. Colin S*********** with the stone center visited our home three times to measure for these treads. We waited 12 weeks for them to come in. 6/3/2021- The stair treads came in and were delivered to our home. 9/15/21- Our stone mason Hector P**** comes out to install the treads. The treads are installed and 11 of these treads are the the incorrect size with 2" gaps because of being to short. 9/18/21- Colin U******** with the Stone Center is made aware of the incorrect treads and he places an order for new ones. 10/20/21 The new treads come in and are delivered but have been ordered by the Stone Center in 3" thickness versus 2" with the rest of our existing treads and were installed. 10/26/21- Colin S*********** with the Stone Center is made aware of their second mistake on the sizes of these treads. 10/27/21- I am invoiced for the labor to replace the treads in the amount of $2,790.00 to which I contact the stone center to explain I should not have to pay this. We did not measure and/or order these treads. 11/2/21- I contact Taylor B***** the owner of the stone center to explain the entire situation and are basically told they will not cover any labor on the first replacement, or the second one, and they will not pay for the replacement treads. She uses the term "installation is acceptance" to which we never signed a quote or policy stating that in writing. We never signed for accepted the delivery tickets for these products. I have all emails and quotes where Colin specifically states that "all treads will be 2" thick", yet they still say this in not their fault. We cannot close on our home due to not being able to install a handrail on the steps

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/08) */ Mr. *****' timeline is correct. While we did measure and order the stair treads, we did not install them. Our issue with the situation is that the installer should have checked to ensure the sizing was correct and pieces fit before permanent installation. This is a very common practice. Each tread was different in sizing and the installer knew where they went and that there was to be either overhang or a perfect fit. There were some that did not have overhang and some that had a 1" gap on either side that they shouldn't have, that was due to our mis-measurement. These should not have been installed based on the instructions that were given to the installer by whomever was overseeing the project - yet they were. When the treads were replaced, at our expense as they should have been, they were thicker than the previous treads ordered. They were ordered to be 2"-3" thick - which is the standard variance for custom pieces when dealing with natural stone. Although there was a 1/2" difference in the thicknesses, they were again, installed, even though they were not satisfied with the product. This is why we did not feel it was our obligation to pay for the installation either time - because they were installed knowing that they were incorrect or unsatisfactory to the customer. Hence, "installation indicates acceptance", even in this instance. We also have texts in which the customer agreed with my project manager when the question was asked, why they were installed if sizes were incorrect, but he simply did not want to be the one to "hash it out," in reference to the messages. I would like to point out that he also paid for the product. One usually does not pay for products you are unhappy with. However, Mr. ***** failed to mention that we did offer to replace the treads in our final email exchanges, and he politely declined because we would not cover the costs to rip out and install them. He also posted false photos with no description to our Google Business account - specifically the treads that have already been replaced and fit measurements accordingly, despite the thicknesses, which we find very defamatory given we have offered to replace the treads, again. Our offer to replace the treads still stands, and are happy to help any way we can. But, we cannot be held responsible for improper installation, given that we did not do the installation. Consumer Response /* (3000, 7, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sellers statement that the treads will be between 2" and 3" thick is not correct. We have email copies from their salesman specifically stating all treads will be 2" thick. To that point in speaking with the building inspector, he reiterated that treads with uneven thicknesses would never pass code or inspection. There was never any policy presented or signed by us agreeing to the treads being multiple thicknesses. It was their salesman that gave us the option for 2", 2.5", or 3" treads when choosing these, as evidence by him specifying all treads will be 2" thick. Our installers position is that they did not measure, or order these treads...they are only paid to install what was delivered, not check other suppliers product. Lastly..there are 11 treads that are 3" thick not the 5 they offered to replace the second time, and they have refused to pay the first $2,970.00 to reinstall the treads from the first mess up.

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