ComplaintsforMG Stone, LLC

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Quartz from *** ** (owner) in July 15, 2023. It was installed on September, 2023. I started to notice that the silicone was starting to turn yellow. I notified *** (emails) in April, 2024 about this problem. I also sent her pictures. She told me they had used the wrong silicone. She also informed me, since I live in the East Mountains (Tijeras) I would have to wait for someone to purchase from her before she would come and fix this matter. As of today, I am still waiting! This is ridiculous! I'm attaching emails, since I started communicating with her.

  Business response

  07/10/2024

  The countertop project for *** **** ****** was completed without any issues in September, 2023. Not till two and half months ago, she contacted us about the silicone color turning yellowish and she requested us to return and replace the silicone. We have offered 2 different days and times to send our installers back but **** ****** was not available for both of the days. So we are still working on the schedule at this moment. 

  Business response

  07/31/2024

  
  We emailed the silicone color samples to **** ****** on July 16th and asked her for her preference since we want to fix her concern in the correct way. She confirmed she had received the email via the phone call, and she would choose the color. But we didn’t get her response until July 27th and we replied on July 30th confirming her choice of the silicone and to schedule our return. However, she has not responded to this email yet but sent a message through BBB instead.
  There is nothing wrong with the silicone she currently has on her counters as it holds together, and her kitchen is perfectly functional. We mentioned to her in one of our earlier phone calls that some silicones may change color after drying and we did some research with some other projects that we used the same silicone product and there were no issues with those. A few months prior to her request for us to return for the silicone issue, her counters were damaged by a third-party contractor, and she was offered good compensation for the damages, and she accepted it, therefore the warranty through MG Stone has been voided. MG Stone has no obligation to return this property for any work. We have had been planning to return for customer satisfaction purposes and we were about to schedule as soon as she confirmed her silicone color decision, but it seems **** ****** is unwilling to work with us, so there’s nothing else we could do in this case.

  Customer response

  08/02/2024

  Complaint: ********
  
  I am rejecting this response because:  First of all we never received any paperwork saying our warranty was voided!  As for me responding late to her email we were on vacation and I didn't look at my emails. When we did get back home we also had an emergency, one of my family members had to have brain surgery!  All we are asking for, is for her to come and fix the silicone she used.  When this matter first started we had a phone conversation (wish it had been an email) and she did say the silicone they used was faulty.  Then she informed me that she would not come out to Tijeras unless they had another job to do.  Then she would send out a crew to fix their problem.  

   

  I'm also attaching the latest email she sent me.

   

  
  Regards,
  
  **** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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