Complaints

This profile includes complaints for Nature Stone Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nature Stone Flooring

  1955 Midway Drive Twinsburg, OH 44087

• 

  Nature Stone Flooring

  29431 Lorie Lane Wixom, MI 48393

• 

  Nature Stone

  400 Watercrest Way Cheswick, PA 15024

• 

  Nature Stone

  3367 Urbancrest Industrial Dr Urbancrest, OH 43123

• 

  Nature Stone Flooring

  7546 Pondersora Rd., Ste. D Perrysburg, OH 43551

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:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 placed a deposit for a nature stone floor on March 28, 2025 - then changed my mind. I followed the company's procedure for cancellation - sending letter pasted (below) and their cancellation form - this was sent certified mail and per USPS tracking **** **** **** **** **** ** ( received on March 31, 2025. I called on April 2 to ask about how my refund would be sent and was sent to the voicemail of financial manager - left a message, my call was not returned. I waiting 10-14 business days for refund to be sent by check or refunded to my credit card and when it was not, I called again (April 19, 2025) and the receptionist suggested I use the contact us form on the website. I did that I have not received a reply to that form as of today (April 22, 2025). I called and left another message on their general mailbox today (April 25, 2025) -- I would like a refund by check or credit card refund.

  Business Response

  Date: 04/23/2025

  An email was sent by the consumer to our general email box on Friday, 4/11, requesting to cancel their contract. We reviewed the email the following week and agreed to cancel the contract and refund the consumer's deposit. We made the consumer aware of this on Friday, 4/18. The refund is being processed in the normal course. Thank you.
  

  Customer Answer

  Date: 04/23/2025

   I am rejecting this response because:
  I didn't send communications on the dates they provided. emailed 3.28.25; mailed hardcopy - rec'd by company 3.31 (per USPS tracking detailed) - 

  I've received no communication from the company. no calls or emails - I've double/triple checked again.

  I would like to know in what form (check/credit refund/etc) I am to receive the refund and by what date. 

  thanks,
  *****

  
  

  Business Response

  Date: 04/23/2025

  I have more information about this complaint. After reviewing it further, the consumer paid her deposit with a credit card. Her deposit was refunded to her credit card on 4/18, a full 5 days prior to her filing this complaint. She cannot file a complaint for deposit money that has already been refunded. Is she trying to use the BBB to scam us into refunding her deposit twice? This is illegal on the part of the consumer.
  

  Customer Answer

  Date: 04/23/2025

  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 would like to add that I never rec'd any communication from the company about the canceled project or refund - no emails, calls returned etc. and so I did not see the refund to my credit card account before initiating this process. (It hadn't posted to my account when I called on 4/18 or 19) - so thanks for the refund - and please consider improving your communication strategies.

  Business Response

  Date: 04/24/2025

  The consumer was told on 4/18 that the refund was processed back to her credit card. There was no communication from the consumer after 4/18 until we received this bogus complaint.

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My inlaws referred my husband and I to nature stone because they loved and purchased the product. We gave nature stone my inlaws names and address as they were to receive $125 since the referred us and we purchased nature stone flooring. Nature stone is now not paying the $125 referral fee.

  Business Response

  Date: 04/07/2025

  The consumer spoke to a company representative on Friday, 4/4. The company representative told the consumer they would contact them today, Monday, 4/7, with a resolution. Over the weekend, the consumer took to social media to make false and defamatory claims against the company and its ownership family. The consumer also filed this BBB complaint. This morning, as was promised to the consumer, the referral was paid, and the consumer was contacted and made aware. 

  Nature Stone has a longstanding referral program. We have paid thousands and thousands of dollars over our 35 plus year history to our wonderful customers who refer us to their family, friends, and neighbors. To suggest anything otherwise is completely untrue.

  Customer Answer

  Date: 04/07/2025

  I spoke with a Nature Stone representative on Thurs and asked for communication back on Friday or I would be going to social media and filing a complaint with the BBB.  I did not receive any communication on Friday and I acted as promised.  I understand that the complaint to the CEO of Nature Stone via email seemed out of nowhere but communication had been with both the corporate office of Nature Stone and our local office seven times.  Since I sent the email to the CEO, describing the infarction, I have indeed received communication from Nature Stone promising to have the reward check mailed today.  It is not defamatory if calls have to be made seven times without any result.  It would be received better if instead of accusing me of lying, an apology and looking into the problem was done.  CEO stated that he would look into but only after accusing me of an invalid complaint.  I will only reply to accepting or rejecting the business reply once the rewards check has been received by my in-laws. Hopefully that is within 7 days. 
  

  Customer Answer

  Date: 04/11/2025

   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.

  My in laws have received their reward money.  Thank you for your help!

• Initial Complaint

  Date:01/30/2025

  Type:Order 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.

  On November 11, 2024 we signed a contract with Nature Stone to install a Nature Stone floor. We paid a $1000.00 deposit.On December 16, the installation crew arrived and removed a portion of our existing vinyl floor. The workers stopped and called who I later learned was as installation supervisor. After he arrived and examined the floor, he called their concrete expert to discuss our floor. We were then told that they could not install the product on our floor because the product would not adhere and would be cloudy. The supervisor told us to call our salesman to arrange for a refund. Following that I did call our salesman who hung up on me. I followed that call up with several calls to his supervisor, who never returned my calls. Finally, I reached someone in accounting who told me they would process the check in 7 to 10 days, that was on 1-14-2025. As of today we haven't received the refund.

  Business Response

  Date: 01/31/2025

  Our installers arrived at the job and removed much of the existing vinyl flooring. They noticed that the concrete beneath the vinyl flooring was wet and needed to dry before Nature Stone could be installed. We would have no way of knowing this prior to removing the existing vinyl flooring because the wetness was under and not on the surface. Numerous people from Nature Stone have attempted on multiple occasions to explain this to the consumer and reschedule the installation now that the concrete has had ample time to dry. The problem is that our crew showed up and did work for the consumer. As such, the job has been started, and costs have been incurred by the company beyond the general material cost covered in the deposit. To no fault of our own it could not be completed on the initial installation date but can be completed now and we would like to move forward with the installation. We'd even be willing to give the consumer a small discount as a gesture of goodwill. Please advise.

  Customer Answer

  Date: 02/09/2025

   I am rejecting this response because:
  Mr. ******* has been misinformed.  In his response he says that numerous people from Nature Stone reached out to us, that did not happen.  At no time did anyone from Nature Stone offer to reschedule the installation or say they were waiting for my floor to dry.

  On the installation day, the installation manager said the Nature Stone product would not adhere to my asbestos tiles and that if applied it would turn milky and not adhere properly.  The manager spoke to a concrete expert from Nature Stone on the phone and he also agreed.  At that point I said it sounds like I should get a refund and not go forward with this product.  They both agreed. I asked how do I go about getting a refund as the job could not go forward.  That was when I was told to start by contacting my salesman.  My floor is a concrete
  slab without a vapor barrier.  On top of this slab are asbestos tiles.  The salesman, **** **********, understood the problems with our floor.

  I received only one communication from Nature Stone and that was on 1/14/2025 to say that the refund check was being processed.  I have no last names but received that call from ******* who was directed by **** to call me.  I waited a reasonable about of time called **** on 1/28/2025 and left a message regarding the refund and called again on 1/30/2025 and was told that **** was out of the office until 02/05/2025.  **** did not call back.

  I do not want to reschedule, I just want my $1,000.00 refund.

  
  

  
  

   

  
  
  

  Business Response

  Date: 02/10/2025

  We are not able to respond to this complaint any further and ask that you close it and remove it from our BBB record. The consumer filed the same complaint with the **************************************, ***************************** on Friday, February 7, 2025. As such, this complaint is no longer with the BBB, and we have responded to the Pennsyvania Office of Attorney General accordingly. Thank you. 

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Nature Stone was to do our front porch on 7/10/24. This was to be a 2 day project. My fiance gave them around $500 for a down payment. As of today, 11/1/24, this 2 day project is not complete. The work they did do was very, very poor. And even this, was left unfinished. We have called this company and been given the run around more times than we can even count over the past few months. We aren’t sure what else to do next. We are at the point that we are going to have to demo this work ourselves and hire someone else to do the job properly.

  Business Response

  Date: 11/02/2024

  On behalf of the entire company I would like to apologize to the consumer for their experience thus far. After conducting a review of this complaint, we found that we did not follow through as intended with resolving this issue. Our Western PA facility is aware and will reach out next week to get this taken care of as quickly as possible. Thank you for your patience. We will get this handled for you. 

  Customer Answer

  Date: 11/04/2024

   I am rejecting this response because:

  It is not satisfactory.  This was a 2 day project that is now 4 months out. This sounds like the exact same run around we have been getting this entire time. I came here for resolution and this response isn’t it. 
  
  

  
  

  Customer Answer

  Date: 11/13/2024

   I am rejecting this response because: the issue is still not resolved.  The company has been in contact, they did make 1 appearance and ripped off the nature stone that was applied incorrectly on the steps but they have not been back yet to complete the job. 
  
  
  

  Business Response

  Date: 11/14/2024

  I appreciate the customer's response but am confused by its timing and validity. We have been in communication with the customer directly and arranged with the customer to complete the work next Wednesday. The customer is very much aware of and agreed to this schedule. As such, there is not much more to add other than we are scheduled to complete the work next Wednesday, November 20th, weather permitting. Thank you. 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I am nervous to close this complaint, as the job is not complete. But the company is communicating now.  I will reopen if needed. So…
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Business Response

  Date: 11/27/2024

  We are and have been working through this with the customer directly. We cannot control the weather. At this point, I do not know what running to the BBB can do to help the situation. It is only adding to both of our frustrations. Trust me, we very much want to get this job done and move on, but circumstances beyond our control have caused delays. We will continue to work with the customer directly in the normal course. The customer has not paid us for any services we have provided thus far beyond a small deposit, and we do not expect them to pay the balance until the job is complete. Thank you. 

  Customer Answer

  Date: 12/02/2024

  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.

  Okay then. I give up. I had reopened the case because I am more than frustrated with this situation. This is the first time I have ever had to turn to the BBB. I’m not really familiar with working through these types of situations, as I’ve never experienced anything like this with anyone else.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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.

  Date of the contract: 9-22-2023 Porch issues are: 1. The installers got the "epoxy" on my black porch railing. 2. There was an issue with the epoxy being installed up to my front door because the door wouldn't open so the mgn said he would install something there so the job would look complete however No One Has Come Back to correct these issues! I've called many times and no returns nor answers my calls. Also per contract after a yr the garage floor needs a " coating or top coat" applied however no one answers the phone when I call to set up the appointment!

  Business Response

  Date: 10/29/2024

  This installation was recently completed about 2 months ago. We were never made aware of any issue with the consumer's railing. Our manager is contacting the consumer today and will arrange to visit her to review the railing.
  There is no issue with the door not opening. The door opens fine. The consumer needed to do something with the threshold. As an act of goodwill, our manager offered to help the consumer with this when he was in the area. Our manager still plans on helping the consumer with this as an act of kindness. 
  There is nothing written anywhere about the garage floor needing a coating or topcoat after a year and the garage is only about 2 months old anyway.
  Thank you. 

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  September 3, 2016 I had nature stone floor installed in my garage very happy with the product. it came with a 20 year warranty 20 years for labor 20 years for material. Early spring, this year crack and some chips developed, and I filled a warranty they were supposed to come and fix it June 19 four days before they came. I got a call on answering machine saying they have to cancel. This is after emptying my whole garage out cleaning it as they require ,putting everything on my back porch. October 1 2024 was the next scheduled repair came looked at it said he don’t have the stuff to do it left rescheduled for October 8 canceled again rescheduled for October 18, 2024 came and did the repair and I was to get the date of the topcoat for this week called this morning to find out the day they are coming to do the topcoat this week she said they shut down. It won’t be till April so they won’t finish the job ..Tried to call and speak to somebody in corporate left a message. Nobody returns your calls. I just want the job done before winter so I can get my garage contents put back in the garage and park my car inside. Why are they still doing new installs but they can’t fix the warranty repairs? Nature, stone flooring number ************ ** ************  Thank you

  Business Response

  Date: 10/21/2024

  Our service department is shutdown for the year and is scheduled to reopen in the spring. This typically occurs around the middle of October because of weather concerns heading into the winter months. The customer was made aware of this and we have communicated with the customer multiple times to try and assist him as best we can given the time of year. If the customer would like to get on our schedule for next spring, they are welcome to contact us. Thank you.

  Customer Answer

  Date: 10/30/2024

  Nature stone came today and finished the job. Did a nice job.
  They must’ve been confused when they said the customer was aware and have communicated with him. Nobody has ever talked to my husband only with me and it was hard getting somebody on the phone or to return a call.

  I am glad the job is done next time the floor needs sealed. I hope it’s easier to get the job done.

  Thank you 

  **** *******

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair 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 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

  Date: 10/03/2024

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 10/09/2024

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

  
  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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.