ComplaintsforPacific Stone Solutions
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Complaint Details
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Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Had company install kitchen countertops, quartz. Prior to the one year ***** noticed faded spots on areas by the stove and island. We were using the cleaner recommended by their installer and upon talking with *******************, manager, we checked with the cleaner company. Their report was the cleaner was all natural from citrus and no harsh chemicals. We then talked with the manufacturer who said once their stone is cut, Pacific Stone is responsible. *** offered at first a 15% discount on replacement of the countertops. On March 2 went to their office/showroom. He became mad and upset, waving his arms and showing no professionalism. He told us he would do the countertops for 50%. To keep a bad situation from getting worse, my wife and I went outside to talk. A couple approached us and ask what was wrong. Told them of the defective countertops and no help. They said they were there and intend to cancel their order and go to Lowes or ********** instead. Later that PM, ******************* sent a threatening email about **** you for slander". He said his offer was good until 4 PM on Monday then after that, tough luck. I included photos and the text message trail in my attachment. In the text there is a non-transferable warranty for 2 years on workmanship.Customer response
03/11/2024
here is the estimate from Pacific Stone. Wife had been in contact late last summer and just now coming to a head. The Quartz sold to ** was defective in workmanship and the manufacturer refused to back it up as Pacific Stone was last to have hands on the product.Customer response
03/12/2024
only other document that we have. Please NOTE that the quartz is NOT discoloring, but the pattern which is throughout the quartz is fading and becoming white with NO pattern. The manufacturer said the color is throughout the quartz and should not be doing this. They declined to intervene as they said, Once Pacific Stone cut the slab, it was theirs. We have been talking with Pacific stone since last year and it only now is coming to a head. The manager was rude and verbal in front of other customers, some who walked out after his tirade on us. That is why I sent his text messages in the initial complaint.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.