Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was shopping around for a new countertop. My contractor suggested I go to this business, and see what options there are as I could get his discount there. I went to the store and spoke with the sales **** **************************** and she helped me find a stone I loved. I got her contact details, and she sent to another store to see the slab in person. I was told to email her if I still wanted a quote. Afterwards, I emailed her with my measurements, drawings and mentioned my contractor's name so I could get his discount. I never heard back from her, but rather got a call from my contractor saying he got the quote from her. I asked why I didn't get a copy and he said it was because he had to place the order on my behalf in order to get the discount so the quote goes to him. I was not told that by *********, and if I had known, that she would never communicate with me directly, nor give me the quote I requested, I would have done things differently, specifically asking for the retail quote first, then gone through my contractor to get his price for complete transparency. When the job was done, I expected to get a copy of the Stone Gallery invoice and pay that amount through my contractor, however, I never got that either. I made several attempts to contact *** and obtain the invoice myself for both price transparency and also to ensure proper documentation for warranty purposes. She either never returned my emails or calls. It turns out that my contractor lied about the quote (upped the price) and further refuses give me (and have me pay) the actual amount was that Stone Gallery invoiced for. I eventually got a hold of ***, and explained what was happening and asked for the invoice and further a copy of the quote. She said she couldn't give me the invoice nor the quote due to my contractor not authorizing it. She did say she'd honor my request to give me the retail quote ad send whatever info about the invoice to support warranty. I got some detail (no price) but no quote.

  Business Response

  Date: 08/09/2023

  Our duty is to our clients. In this case it would be the contractor - ******* Integrity Reno. All approvals and payments were completed by ******* Integrity **** on behalf of their client. All prices and invoices are sent to the contractor since they are our customer while the homeowner is the customer of the contractor. Any information including invoices and quotes regarding our clients are subject to their authorization before we release any documents shared between Stone Gallery and ******* Integrity ****.

  The warranty information was provided in full. All necessary information to register the quartz with Vicostone was provided to the ******.

  Customer Answer

  Date: 13/09/2023

   
  Complaint: 20554811
  
  I am rejecting this response because I did not come into the store as my contractor nor representing his business, but came in as a normal customer and requested a quote as the intended purchaser of the countertop with the understanding that I could mention my contractors name to get a discount. I was the one who emailed with the measurements and directly asked for pricing. If the Stone Gallery had no intention of providing me with the quote, for which I specifically requested, they should have told me they would ignore me and not respond. Further upon ordering, I have should be told I would never get the invoice for the product I ordered and paid for. Regardless, when I spoke with *************************** about this, post installation, she did agree to send me the retail quote of the product and I expect to get this as there is no legal reason to deny a customer request for a quote.

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

  Business Response

  Date: 19/09/2023

  If the quotation and invoice were such a concern, this should've been brought up prior to the order being placed. Not after the job has been completed. The job has since been completed and paid for through your contractor. Again, your contractor is our client so his information will not be shared without his consent If you would like the quote you can request the quote from your contractor.