ComplaintsforNature Stone Flooring

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted them regarding the improper installation of the floor and product for over a year now. They continue to ask for pictures, send people out to look at it, and then do not follow up. The most recent reason I was given is because they have been going through growing pains and management turnover. They are quick to sell and install but slow to service when things go wrong. I paid a lot of money in full at the time of installation and want it either repaired or full refund.

  Business response

  10/03/2024

  We are aware of the issue and have been working with the consumer to remedy it. Thank you. 

  Customer response

  10/04/2024

   I am rejecting this response because: I have been waiting for almost two years to get this resolved. They continue to put me off by saying “we need to contact corporate”. How long does it take to get corporate to act? I want solid answers with in a fair and reasonable amount of time. What is an estimated date they are proposing for resolution?
  
  
  

  Business response

  10/04/2024

  It has not been 2 years. That is a dramatic overcharacterization. We have been in communication with the consumer throughout the process and are working as fast as possible to satisfy him. Thank you.

  Customer response

  10/07/2024

   I am rejecting this response because: The floor was installed in August of 2021 and began cracking in 2023. The manager at the time would not return any of my calls for the first year. I submitted pictures as they requested and continued to call back asking for an update. Then they finally put me on the schedule 6 months ago for someone to come out and look at it, the manager of the ******* location came looked at, agreed it was cracking, took pictures and said would follow up. They sent someone to repair it but since he it was confirmed it was an improper installation and cannot just be repaired so he would have to get “corporate “ involved “. Again no response so I called back, the new manager of the Perrysburg area said he would handle it himself. He came out, took more pictures, and was supposed to give me an update. No call was received so I called again and they said “ they’re still waiting on corporate”. 
  oh and by the way my name is ***** and I am a female which you would clearly know if you actually were involved in resolving this problem. Are you from corporate? 
  Bottom line is you installed it wrong , there are large and small cracks everywhere, and I want it replaced. How long is it going to take you to resolve this matter?

  Business response

  10/08/2024

  Again, we are aware of the issue and are working to resolve it. We have been in constant communication with the customer and will continue to do what we can. I cannot comment on what the customer puts in quotes as our team has a very different version of the situation. All I can say is that the customer is important to us and we are working as quickly as possible for him. Thank you.

  Customer response

  10/09/2024

   I am rejecting this response because: I am simply asking for a resolution in a timely manner.

  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I am writing to formally file a complaint against Nature Stone Flooring regarding the service and quality of work provided on August 6th. Shortly after installation, I noticed significant issues: a gooey, uncured epoxy spot, multiple uneven areas with clumps, and an oil leak left by their work truck. The crew seemed rushed, completing a two-car garage in only two hours. Despite scheduling follow-ups, the repair attempts were inadequate. On the first attempt, there was a no-show, and on the second attempt, they forgot the necessary cleaner for the oil leak. They only addressed the gooey spot and dismissed the uneven clumpy areas by saying "you'll have that," leaving them unresolved. These clumps remain, causing an uneven surface that could be hazardous. Wesley, the manager, later attempted to address the oil leak, but his efforts only worsened the situation. I have made several attempts to resolve these issues through the ********** branch and corporate, but no satisfactory resolution has been provided. I was promised follow-up after Labor Day, but it is now a week past, and I have received no further communication. Given the poor service and unresolved issues, I am requesting a partial refund. Additionally, I do not wish to have the ********** branch handle any further repairs. I hope for a prompt resolution to this matter. Sincerely, Max and ******* ****

  Business response

  09/11/2024

  Our ********** facility communicated properly with the customer and resolved any perceived issues. There is nothing more to address that we are aware of. A voicemail was left with the customer today to find out the purpose of this complaint. If there are any other issues we were not made aware of originally, we will review them with the customer and resolve what we can. Thank you. 

  Customer response

  09/12/2024

   I am rejecting this response because:
  
  
  Thank you for your response regarding my complaint. However, I need to clarify that the issue has **not** been resolved, despite what the ********** branch may have reported.
  
  While the local manager did come out to address some concerns, the only action taken was fixing an uncured epoxy spot. The more significant problem areas—specifically the clumped-up, uneven, and painful surfaces—were dismissed. I was told, "You'll have that," which is unacceptable. These areas remain unresolved, and I have yet to receive any follow-up communication or corrective action from the local branch.
  
  It is clear that this situation has not been handled properly. I would appreciate it if you could assist in ensuring these issues are fully addressed, as I have now been dealing with this for an extended period with no resolution.
  
  I look forward to your prompt response and a clear plan to resolve the ongoing issues with my flooring.
  
  Sincerely,  
  ******* ****

  Business response

  09/15/2024

  In our previous response it was noted that we communicated with the consumer and resolved any issues we were made aware of, which we did and the consumer acknowledges in his follow-up response. We also noted that we left the consumer a voicemail and invited him to contact us back directly to review any perceived issues that we were not originally aware of. We have yet to hear back from the consumer. There is nothing we can do without hearing back from the consumer. Thank you.

  Customer response

  09/17/2024

   I am rejecting this response because:
  
  
  
  Thank you for your follow-up through the Better Business Bureau. While I appreciate your efforts to claim resolution, I want to clarify that the issues have not been addressed to our satisfaction. Despite your claims of leaving voicemails and making attempts to reach out, I have been in constant communication via email, providing thorough documentation of our ongoing issues. 
  
  As a medical professional, I am not always able to answer phone calls immediately, and there have been instances of missed calls without any accompanying voicemails. However, I have diligently responded to emails, engaging both the corporate office and the local managers, including Wesley. Despite these efforts, the unresolved issues with the flooring remain, and no meaningful action has been taken to rectify them.
  
  At this point, I do not wish for any further visits to my home. Instead, I am requesting compensation for the unresolved problems that Wesley failed to address. If this issue remains unresolved, I will keep my BBB complaint active, as I have fully documented all communication and the steps taken (or not taken) by your team.
  
  I hope we can come to an amicable resolution without further delays.
  
  Sincerely,  
  ******* ****

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 1,2020 I purchased a stone covering for my front porch from Nature Stone. The salesman as I understood it stated there was a 10 year warranty on this floor cover. At no time was it ever made clear to me I would have to purchase the product and repair their product if it went bad. And it did. On September 3 I emailed nature Stone with the problem of my floor covering cracking. ***** got back with me the next day stating she needed my address to send the materials so I could fix it myself. I did not agree to that and requested they fix it. An agreement could not be reached. I do have copies of emails if there is a discrepancy of these facts. **** did send a quote from their warranty stating only the materials were covered. Obviously something failed in the materials or it wouldn't have cracked. I did state that if they sent the stone and materials at no cost to me I would have it fixed. I did also state if we couldn't reach an agreement that I would go to the BBB for a third party resolution. This is when she stated she could no longer speak to me because the case was sent to their legal team.

  Business response

  09/06/2024

  I am not exactly sure why we are receiving this. The customer's labor warranty expired over 3 years ago in 2021. The customer's material warranty is still active. We told the customer we would send her the material for free under the warranty. The customer actually states this in her complaint. Thank you. 

  Business response

  09/10/2024

  I believe the "agreement" that the customer is referring to is in regard to the portion of their warranty that expired several years ago. There was never any question about the material being under warranty, which the customer acknowledges. However, the customer never went forward with the material and instead filed this BBB complaint. I again point out that I do not understand why they filed this BBB complaint given that the customer knew their labor warranty expired over 3 years ago, and we approved their material warranty claim. We spoke to the customer yesterday and are shipping them the material free of charge in accordance with their warranty. The material should get shipped this week. Thank you. 

  Customer response

  09/16/2024

  To BBB,

  A Nature Stone representative contacted me last week and stated he would send the materials I needed to fix the cracks that formed on my porch. I received the materials and I'm satisfied with the settlement. No further action is needed. Thank you BBB

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a Nature Stone floor installed in my garage on Nov. 10, 2020. The floor came with a 10 year warranty. Within the last two years, the stones have been coming loose, and causing depressions in the floor and loose stone on the surface. Because of this the floor surface is uneven and unsightly. It is starting to deteriorate more quickly. I tried filing a claim last year, and was unsuccessful. I began by calling the company last year with the first call on July 18, 2023, and continuing until August 1, 2023, with no acceptable response, and mostly no response at all. I called a total of five times. With no success, I contacted the Pennsylvania Bureau of Consumer Protection. With their help, I received a response from the company. The letter to me and to the Pa. complaint office was written on the Nature Stone letterhead, and signed by ******** ** ***** ***, In-house Legal Council. I received the letter on August 18, 2023. The letter indicated that a repair team would arrive on August 21, 2023. They never came. I did not anticipate that my warranty request would take so long and I ran out of time. The Pa. Bureau of Consumer Protection could not pursue it any further but gave me other suggestions. I decided to pursue it again this year and seek your help. So, I contacted the company again, by phone on 7/22 2024, and got no response. Then I submitted another warranty request (request number 4), on 7/25/2024, again, with no response. At this point I am just looking to get the materials and detailed Instructions that I need and do the repairs myself. Can you help? Thanks.

  Business response

  08/02/2024

  Thank you for bringing this to our attention. We thought this was handled last year by our Pittsburgh facility. After looking into it, we found it was not. Our sincerest apologies to the customer. We will be contacting the customer shortly to get this taken care of. 

  Customer response

  08/06/2024

  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.

  The company sent a representative to my home for inspection of the problem, and provided me with a date for repair and re-sealing of the floor.  Assuming that they show up on the scheduled dates, and provide the necessary repairs satisfactorily, I am happy with their immediate response.  Thank you to the BBB for helping me in this matter.
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted on 1-30-2024 for patio concrete overlay to be replaced with nature stone. Install date was April 25, 2024. After many delays, work was scheduled June 17, 2024. Contract description of work was to heavy grind and deep grind cracks and joints. 2 Workers came out on June 17, 2024. The grinding was done lightly; the grinder was too much ampage for the outlet. We asked them not to step in the new landscaping we would give them a board. They said they had a board. They left after framing the patio and they did walk in the landscaping, tearing a plant, and they spilled epoxy all the way down the driveway and were going to leave without attempting to fix the spill. My husband talked to the supervisor so they came back & put sand over the epoxy spills but did nothing at the curb in front of the house where they parked. My husband asked them if they were coming back the next day and they said no we would need to call the office. I emailed **** ***** the PA installation manager and asked for the contract to be cancelled; the framework taken off the patio, the deposit refunded, the landscaping to be fixed and for Nature stone to pay for the epoxy spill cleaning. The framework was removed the same week; received an email from ***** ********* on June 25, 2024 stating she would help with issues, asked for a bid for the epoxy cleaning. I sent a bid on July 3, 2024 to her email. Emailed her on July 9, 2024 to ask for status. On July 12, 2024 at 10:31am I called ************ & left a message for her to call me back. On July 15, 2024 at 9:37am I called ************ & left another message for her to call back. On July 16, 2024 at 10:24am I called ************ and got a live person who said ***** ********* no longer works there and that I need to speak to **** *****. On July 16, 2024 at 10:39am I emailed **** ***** and advised that I want the $1500 deposit back and the cost to get the driveway cleaned to settle the matter with deadline of July 23, 2024. No response.

  Business response

  07/25/2024

  Thank you for bringing this to our attention. Our Pittsburgh location had been handling this with the customer directly. We apologize to the customer for not resolving things sooner. At this point, our corporate headquarters has been made aware of the situation and is taking over its resolution with the customer. Our Operations Manager has called the customer twice and left voicemails. He is waiting for a return call. We will respond to the BBB accordingly once a resolution has been reached.

  Customer response

  07/26/2024

   I am rejecting this response because: After filing the complaint, we received a call on 7/25/2024 at 10:56am from **** ********** ************ **** ****

  He spoke to my husband and said we would get the $1500 deposit back and they were going to send someone from Ohio out about the driveway. My husband said that I would call back with questions. I did call back and left a message on ****** voice mail to ask about when would we hear back on the cleaning yesterday.

  Have not heard back. I checked our home phone landline which is the number he first called on and I gave him my cell number and told him he could email or text if he liked when I left the message but have no voice mails from him on either number.

  At this point I feel like I am getting a runaround again. When am I to expect the deposit payment back and why are they sending someone from 2 hours away to bid on cleaning the driveway when I gave them a bid from someone in Pittsburgh?

   

  
  

  Business response

  07/29/2024

  Yesterday was Sunday. We are not in the office on Sundays. **** was to call the customer on the next Monday, which is today. Our apologies for the confusion. Further, we are not bidding on cleaning the driveway, we are cleaning it for free. And yes, we are sending people and equipment from our corporate headquarters to handle this, which is about a 2 hour drive to the customer. Thank you.

  Business response

  07/29/2024

  As a follow-up to my earlier response, **** called the customer and the
  call was sent directly to voicemail. A message was left for the
  customer. **** will be out of the office for the remainder of today and
  tomorrow. He will try to call the customer again on Wednesday. Thank
  you.

  Business response

  07/31/2024

  To again follow-up on our response, **** ********** again attempted to call the customer and her husband today as he said he would on Monday. Neither of them answered and voicemails were left for both. He is waiting for a return call. Thank you. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an e-mail fron the Nature Stone Floor Company on 6/28.2024. It was their "248" offer. They were advertising to do 248 floors for $2.48 per square feet If you chose one of three colors in their advertisement. They said "That's It. Very Clean and Simple". The only stipulation is that the in-home estimate must be scheduled between now and 7/7.2024 and there was a minimum of 400 square feet. I calulated that My job was 407 Square feet and the cost to be $1009.35. I scheduled the in-home estimate for 7/2/2024 at 10:00AM. The representative told me the cost of the floor would be $4900.00. That price is five times greater then the advertised price I feel that the Nature Stone Floor company completely misrepresented the cost of their flooring and performed a "Bait and Switch" tactic in tring to sell me their floor.

  Business response

  07/08/2024

  Thank you for bringing this to our attention.

  This is the language taken directly from the email that was sent to the customer:

  * Does not include the cost of installation. Minimum 400 square feet. Cannot be combined with other offers. Terms and conditions apply. See our website for full info.

  This is the language taken directly from our website offer terms and conditions page:

  $2.48 PER SQ.FT. SPECIAL
  The advertised special of $2.48 per square foot is based on our Buy Now Incentive, is only valid on a floor 400 square feet or larger, only applies to garage floors, basement floors, and other indoor areas, and ONLY applies to Erie Shore, Nature’s Blend, and Quarry Tan stones. Any area of your garage that is outside of the garage door and is exposed to the elements, commonly known as the garage lip, is NOT considered to be a garage area and IS an outdoor area. Installation is extra. Due to the increased costs of multiple sales visits, our Buy Now Incentive is ONLY valid at the initial sales presentation. All other purchases that are less than 400 square feet or is an outdoor area will receive a discount off of both material and labor that varies depending on the size of the project with our Buy Now Incentive. The discount will be off the current retail pricing as established in the Material Pricing Sheet. All discounts and/or the advertised price per square foot DOES NOT apply to the cost of installation, extras, upgrades or to any finance purchases. Any offer for free installation does not apply.  Prior sales are excluded. This offer may not be combined and is not valid with any other offers or coupons. This offer only applies to corporate owned and operated locations.  Offer expires July 31, 2024, but may be changed, altered, or discontinued at any time without notice.  ** **. ****** 

  This offer does not include the cost of installation, which is very clearly noted in both the email advertisement and in the terms and conditions.

  Please let us know if you have any other questions.

  Customer response

  07/09/2024

  That is not true.  The advertisement I received on 6/28/24 does not include the words "Installation not Included"  Those words must have been added after the represenitive came to my house.  I have a copy of the advertisement that was sent to me.  The only requirements on my advertisement is it must be 400 Square Ft and must be purchased by 6/60/2024.  

  Customer response

  07/09/2024

   I am rejecting this response because: I have included a copy of the ad I received on 6/28/24
  
  
  

  Business response

  07/10/2024

  [[BBB transcription via email, see attachments]]

   

  Please find attached the email advertisement that the customer would have received. I have highlighted the disclaimer for emphasis, which very clearly states, “Does not include the cost of installation.” Additionally, as was mentioned in my previous response, all of our ads direct potential customers to our website for full information/details, and our website displays the terms and conditions for whatever offers we are promoting. For this offer specifically, the disclaimer very clearly states, “Installation is extra.” I really do not know what else can be said or what resolution the customer is looking for. If he wishes to purchase a floor from us, we are happy to extend this offer to him as it is being promoted. Thank you.

  Customer response

  07/10/2024

   I am rejecting this response because: Please find attached the e-mail advertisement I received on 6/28/24 that DOES NOT INCLUDE the words "Does not include the cost of installation"  These words were added on a later e-mail advertisement.  
  
  
  

  Customer response

  07/10/2024

  Please find attached the e-mail ad I received on 6/28/24 that DOES NOT INCLUDE the words "Cost of installation not included"

  The ad states they are installing the floors for $2.48 per square ft If I select one of the three colors..  The ad does not say the $2.48 is the cost of the stone only!  In my opinion this is a classic "Bait and Switch Advertisement"  I feel Nature Stone is blaming ME and not themselves for sending me a false advertisement.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with Naturestone on 9/23/23 to remove old stone coating and replace with new for my front step, With initial agreed upon date for the work was 10/31/23. Technician arrived on that day and I was told it was too cold to apply the coating and due onset of winter must be delayed till spring. The work was rescheduled for 5/22/24, however on that day Naturestone called and told me their entire team had "called off "and the job would need to be rescheduled again. I called several times to find out when the work would be performed only to receive " we will get back to you" responses that never materialized from both local office and HQ ( **** ). One call to HQ resulted in a 8/1/24 date , but that could not be confirmed by the local office. To this date the work remains unscheduled. Naturestone has repeatedly failed to live up to the contract through canceled work dates and shown a total lack of response to my issues. I have lost all confidence in their ability to perform the job due to breach of contract. I would like to cancel this contract, however any cancelation on my part could cost forfeiture of my deposit ($925) due to "restocking charges". I request that Naturestone return the total deposit to me and consider the contract null and void for non-performance on their part.

  Business response

  07/05/2024

  Thank you for bringing this to our attention. We had been in communication with the customer directly and at no time did they indicate to us that they wish to cancel their contract. As such, this is coming as a complete surprise to us. The original installation was scheduled for October 27, 2023. It rained that day, and we cannot install outdoor jobs in the rain. Since the weather was about to turn entering the winter months, both us and the customer decided it best to wait until the following Spring to reschedule the installation when the weather would be more appropriate. We spoke to the customer in March and scheduled for a day in May. Unfortunately, the crew who was to install the job that day was unavailable, and we needed to reschedule to a later date. We called the customer immediately and it was agreed by both parties to reschedule to August 1. I'm sure we could have gotten it done sooner, but this was the date that the customer felt worked best for them. At this time, we have the job scheduled for August 1, and have never heard from the customer otherwise until receiving this BBB complaint. However, if the customer wishes to cancel their contract, we are happy to do so. We just want it on the record that we have been very responsive and transparent with the customer, and that the customer, unfortunately, is not being forthright in their complaint. That said, we will process the cancellation and remove this from our schedule board. 

  Customer response

  07/09/2024

   I am rejecting this response because:  Just cancelling the project is insufficient since a deposit was made of $925 and no commitment by the company to return the total amount was included in the response.  The general tone of the response makes it seem that the company is the victim and that I was uncommunicative, this is in error, but I do not wish to continue pointing fingers.  An acceptable response to this complaint is to cancel the contract AND return the entire deposit within 10 business days.
  
  
  

  Business response

  07/10/2024

  As stated in our prior response, the contract has been cancelled. The deposit is being refunded in the normal course. Thank you. 

  Customer response

  07/11/2024

  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.  I will consider the compliant settled if I receive the full refund by 30 July 2024.  If not received, further action will be necessary.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nature Stone has not responded to my numerous requests to reseal the porch. The Nature Stone was placed on the porch awhile ago and when they once sent a person to seal the porch the person left the project before it was completed. My phone messages are continuously ignored at Nature Stone.

  Business response

  05/22/2024

  Thank you for bringing this to our attention. Unfortunately, the consumer's labor warranty expired in 2019, about 5 years ago. Additionally, the consumer had some contracted for work done in 2021 that he never paid for and still owes us a sum of $255. We explained both to the consumer several times since 2022. If you have any other questions, please don't hesitate to reach back out. Thank you. 

*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. ↩