ComplaintsforSpokane Stone Creations LLC

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  All that follows is our opinion as paying consumers. Our experience was very disappointing. After 2 measurements and the installation, we found the work to be substandard. The countertop being replaced had an artisan beveled edge with precise measurements to frame the unique & multi-dimensional island in our kitchen. Even with the basic countertop that **** chose without consultation, the measurements were off, and the finished work was dreadful. We questioned him on this the minute the first counters were brought in. The most basic edge you can have, and not even well done in our case, was what was produced. The installer of our appliances had to smooth over the cut for the stovetop for proper fit, stating he could have done a better job of cutting and wondering if we had tried to do it ourselves. Again, it is important to note that **** had to measure twice, and the 2nd set of measurements were obviously not concise at all and caused the installation to be inadequate at best. And we already raised concerns prior to the job being completed. The hangover or lip of the granite is at different depths in different locations, and when the edges did not line up, they did a terrible job of grinding them down to force fit post-installation. They were going to leave a sharp overlap until my husband called them out on it. The granite does not follow the shape of the cupboards, and with a ruler, you can see how every bend has a mishappened depth from the last one. In some places, the seam is so rough that you can easily slice your finger rubbing along the edge. When they did not have enough granite to fill the space, they used caulk, which was sloppy. **** was not on site during or after installation, which we found odd since he was the individual we hired. We asked **** to come to view the poor result the day after installation, and several times a week afterward. He refused to come to see the substandard work we are referring to and still has not.

  Business response

  09/22/2022

  Stone Creations came out and did a second template to confirm measurements since the original template was done by an employee who has recently graduated training. We use a laser templating technology and as we all know, we cannot always rely on technology. We like to double check to ensure accuracy. **** never has and never will make any decisions for the clients.***, ****** spouse, had chosen and approved all of the measurements and edge choices. Stone Creations has a variety of edge profiles to choose from and *** decided to go with a flat polish edge which is what ***** is referring to when she says, the most basic edge possible. The countertop itself was selected and paid for directly by the client to the stone supplier. Stone Creations would never choose any material for the client without the clients approval or permission. All the edge profiles were done on a CNC machinery and were cut and polished nice and straight. We have documentation to prove this. All the cutouts for the appliances and dimensions of the appliances were provided by *** during template day. The stone was cut according to what *** provided. Our installers set the cooktop in the hole before their departure, and everything sat nicely. Regarding the appliance installer, we cannot comment on his concerns since it sounds like a conflict of interest where he is mentioning he could of have done a better job. Like we mentioned previously, all the cuts were done on a machinery. We would like to note that there was a final walkthrough with three of our employees and ***. ***** was not there during the walkthrough, but *** approved the completed work and kept mentioning how happy he is. *** had also touched and approved all the seams and edges. All the present employees can testify to this. The project was completed on May 19th and *** reached out to **** after the installation on July 25th.That is the first time that *** has raised any concerns. It is not true that ***** reached out the next day. Neither ***** nor *** reached out until months later. When *** did reach out, **** told him that when we are in the area, we will stop by and see what we can do. When *** reached out,*** had a complaint about a transition on one of the backsplash pieces, none of *****'s concerns were mentioned. We would like to note again that at the time of the completion of the project, everything was approved and paid for.**** was present during the template, demolition and during parts of the installation. ****, the owner of Stone Creations, does everything he can to ensure a smooth remodel experience.  Please note that Stone Creations takes measures to ensure a smooth remodel experience for each one of our projects. However, due to the nature of construction, instances come up and we do everything we can to mediate every situation. After the owner received threats, he had to make the decision to separate himself from the situation due to safety concerns. We are always there to ensure that the customer receives great service and a great product. 

  Customer response

  09/25/2022

   
  Complaint: 17918869
  
  I am rejecting this response because:
  ****, the owner, did both the original laser measurements for the template and the supplemental measurements stating that he was having problems getting the measurements to be accurate with the first laser measure. On the second trip to measure he personally removed the granite backsplash telling me he had to do it to get an accurate measurement. In the process of removing the granite backsplash the original backsplash was irreparably damaged. We were then locked into having the granite replaced because there was no way to replace the damaged granite. During the removal of the backsplash, **** also damaged the  trim on the edge of the backsplash. To this day, this has not been repaired by his company. 

   

  During the day of installation the install crew was required to cut the hole for the new cooktop after the countertop had been put in place. The installers neglected to use any form of barrier or containment for the granite dust that was created from the cut and it filled the entire house full of antiques with a layer of granite dust. We are still cleaning everything from the stone cutting inside the house without containment. 

  In my opinion, these are not the actions of a professional stone cutting company that is concerned with customer service. 

   

  After contacting **** several times and requesting him to come to the house and see in person our concerns with the quality of the job, each time I asked him to come by and inspect he resisted and simply wanted pictures. I sent him pictures of some of the issues we wanted him to address on the 27th of July. I received no response from him until I called him again in August and at that point he stated that when he had a crew in the area he would have them stop by and see what could be done but he still refused to come and address the issues in person. Throughout the month of August I called several of times to see when someone would be out and left messages each time but received no response from ****. It wasn't until I called from my cell phone and left another message and then immediately called from a different phone and reached **** that he admitted to purposely not returning or answering my calls. He stated at that time that he had no intention of addressing any of the issues and that the job had been completed and signed off by me so there was nothing that he was willing to do to address the problems. In my opinion this is the worst customer service I have ever had the displeasure of receiving from any company. 

   

  I am now in process of getting estimates to repair what in my humble opinion is excessively poor quality workmanship. 

  
  Sincerely,
  
  ***************************

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