ComplaintsforNatural Stone Del Bosque LLC

• Initial Complaint

  01/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Natural Stone del Bosque LLC fabricated granite for my kitchen and bathroom counter tops. The kitchen granite looks great. The hole for the undermount sink in the bathroom vanity was placed in the wrong location and was too small for the sink. After much back and forth regarding the mistake, the manager, ****************** finally agreed to correct the mistake. She text me a picture of a different granite to replace the mis-cut granite. I told her the granite didnt look right. She asked me to go look at it in person, so I did. There were other granite pieces in front of the piece she wanted me to see. ****** called ***** (manager) to inform her we couldnt see the granite. I didnt like the granite color, but agreed to accept it only if it wasnt defective. It took from Oct 11, 2023 to Dec 12, 2023 to be replaced. The replacement granite is dull and rough compared to the original granite. Even worse, there are 2 large scratches in the granite. Both scratches are in a straight line. One scratch runs the full length from right of the sink to the end of the countertop. The other scratch isnt as long. I notified ****************** of the granite condition on Dec 12th and asked if it could be polished and the scratch smoothed out. She said they do not do it, but some companies do. I texted her pictures of the scratches on the 16th. Since then, ****************** has not responded to my texts or answered my phone calls.

  

  Business response

  01/25/2024

  Prior installation, our fabricator visited our clients home to take final dimensions. Our client didnt have the sink she was going to install in her bathroom so our fabricator and her discussed where the sink hole was going to be placed (which is centered to the cabinet door) and both agreed in the location.
  On October 3rd, we finished the installation of Kitchen countertops and Bathroom countertops.
  The client was happy with the result. On October 11th, she sent us a few pictures claiming that the oval we cut for her under-mount bathroom sink was off by a few millimeters. She said that it was not perceptible by looking at it, so she had to use a ruler to make her point.  I explained her we typically leave overhang for under-mount oval sinks and that sometimes the fabricators are not as precise since its something that you dont see. However, I told her we would be happy to return and make the oval cut more precise since that was bothering her. She said that wouldnt work because by opening the sink hole by a few millimeters she would lose counter space on the left side. We want to emphasize that this was never an issue that would interfere in absolutely anything since it was not even visible. However, we understand that some clients are more particular in certain things so even though we were not at fault, we proposed something that most of the companies wouldnt agree to do, but since we strive to make our customers happy, we proposed installing a new countertop at no additional cost. We sent a few pictures with options to our client and asked her to come and see the piece in person. She came and saw a part of the granite piece that was visible. She said that as long as the color was even, she would be ok with it. Fast forward, we installed the new piece, she said the sink hole placement was good, but the finish of the stone wasnt as polished as the previous one. We want to emphasize that the piece is polished and has no issues. The polish of the granites might differ from one to another, especially if they are not the exact same materials, but the piece is not dull as she is claiming now. She even sent a few pictures where you can clearly see the reflection of the light. She wanted us to polish it more, but we explained her we dont offer that service, We were texting about this matter. The last text we received from her was back in Saturday December 16 at 4:02 pm. We replied back the next business day (Monday December 18th 2023) We have not received another text, call, voicemail, email, or even a visit to our showroom from her since then.
  On the claim, she says we havent responded but from our end we have. She is doing the claim for $2495.23 We dont understand why she is coming with those numbers if the initial remnant she bought for that bathroom was $235 +tax
  We will be happy to meet her in person at her home and see her concerns.

  Customer response

  02/13/2024

  Complaint: 21167438
  
  I am rejecting this response because:  "We will be happy to meet her in person at her home and see her concerns." doesn't address  the scratches, and rough/dull finish compared tot he original granite. When  ****************** was instructing me on selecting granite before I purchased anything, she told me not to be concerned about what it looks like in the yard because it will be cleaned and polished when they cut it. So it will look good when installed. I only have the original granite I purchased to compare to. It looks and feels very smooth to the touch, and it has a glossy finish to it. The replacement granite appears to be an inferior grade to what I originally purchased. The scratches, and rough/dull finish need to be fixed.
  
  Regards,
  
  ***************************

  

  Business response

  02/15/2024

  When we proposed installing a new countertop, we sent a few pictures of options by text message. ******************** liked one of them, and she asked a few questions about the material, but we asked her to come and look at the granite in person so she could see all the details. When she came here, the granite remnant was not completely visible, but she was able to see the color, and the finish (which is polished). She agreed to use that piece of granite as a replacement piece.  Then, we re-installed the countertop piece and our fabricator asked her if everything looked good. She said it was good. Two days later, she claims there are scratches, and the piece is dull. If there are scratches as she is claiming, our fabricator could go there and fix that. About the dullness she is complaining about, theres not much we can do since its a natural stone product that comes like that from the factories. As we stated before, the granites finish might differ from one to the other. We could recommend a further option such as an enhancing sealer. We are available to meet on Saturday February 17th. Please confirm if that works.
  
  
  

  Customer response

  03/19/2024

  Complaint: 21167438
  
  I am rejecting this response because:

  1. We will not be able to meet on Saturday February 17th. Scheduling requires coordination from both parties to address date and time. Generally speaking, weekends will not be an option.

  2. The option of an enhancing sealer does not work because it only enhances the color of the granite and will not resolve the scratches.Additionally, it will cause the granite to become darker, which is not acceptable.
  
  Regards,
  
  ***************************

  

  Business response

  03/25/2024

  
  As far as the natural polish finish of the stone, as we have stated before, the gloss level of natural stone countertops can vary due to factors such as the finishing process and the inherent properties of the stone itself. Some stones may naturally exhibit a higher gloss level than others. Sealants can influence the final gloss appearance and its recommended if the client wants to enhance the stone.
  
  Defects may be present in natural stone. These can include fissures, pits, veining irregularities, mineral streaks, or color variations, which are all part of the natural character of the stone. However, if the stone has a superficial line as the client is claiming, our fabricator could potentially fix it if its not natural.
  
  We are happy to come back and review the stone. Since the client is taking weeks to respond, it will be hard to coordinate a date in specific. We ask the client to email us directly so we can coordinate a visit.

  Customer response

  04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

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