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:10/04/2024

  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.

  The installers damaged the walls surrounding our counter during install. We would like to be refunded part of our payment because of the damage incurred. If we hadn't needed to have pictures of our house the following day we would have made the company come out and repair what they damaged. We were understanding and did the work ourselves. If the company had been more accommodating during the redelivery of a piece of counter they broke we would have had no problem. But because they were so unkind to us. Because of a problem they brought on themselves, I believe they should rectify their wrongs.

  Business Response

  Date: 10/15/2024

  One piece of backsplash broke during transit to the job for the original install, crew trimmed and installed but the customer requested we rebuild. We agreed to rebuild the splash and scheduled installation of it multiple times and the customer was not home for any of the following scheduled install attempts. We have no notes of any conversation from the customer about wall damage and do not see any from the installation photos. 

• Initial Complaint

  Date:08/19/2024

  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.

  We purchased a quartz countertop from ********** 1/31/24. The 3rd party service provider Front Range Stone sent a person to come measure for the installation of the countertop. At no time during the measure did the person mention anything about the quartz slabs being too big and that the seam place ment would be at the discretion of the service provider. There was no mention of this at all either from the 3rd party service provider Front Range Stone or any of the employees there or at **********. The provider came out to install the counters & when we saw where the seam placement was going to be we immediately told them not to install the counters & to take them ********* refused installation. We reached out to both Front Range Stone & ********** & were told in no uncertain terms that we could not refuse the installation. The days following we contacted both Front Range Stone & ********** to try to resolved the issue but were told we could not refuse the counters that we must agree to installation. We were coerced into having the installers come back & install with unsightly seams. The lack of *********************** ethic is appalling on the part of Front Range Stone. We are seeking full remuneration for the ******************* of the countertops.

  Business Response

  Date: 08/26/2024

  The top is larger than the quartz slabs produced so this job required a seam. We also have signature from customer stating "I understand that final seam placement is at the discretion of Front Range Stone." 

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22167286
  
  I am rejecting this response because: At no time during the measure visit did the technician mention: "The top is larger than the quartz slabs produced so this job required a seam." We also have signature from customer stating "I understand that final seam placement is at the discretion of Front Range Stone." The technician deceptively said your signature just indicates & acknowledges that I performed & completed the measure. There was no mention at any time regarding seam placement or that the slab was not large enough to accomodate the countertop & that there would be seams.  This practice is deceptive and not done in good faith. There is not transparency by FRS & it is done in a way that the consumer is deceptively led to sign acknowledging the measure was performed, without divulging they are also acknowledging and approving the seam placement is at the discretion of FRS. Very deceptive business practice without being transparent. They also are supposed to offer the consumer an option to opt out if they disagree and choose another option for an additional cost & they did not. Business is not operating in good faith.

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

  Business Response

  Date: 09/12/2024

  Our measure technicians do not discuss seams because they do not know the sizes of all materials, how different material will lay out with veining and they know that the final seam placement is done at programming with material size and pattern taken into account. We do not discuss that from the office because the final placement of seams is at our discretion, as was stated on the form which was presented and signed at template.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22167286
  
  I am rejecting this response because: there was no mention of seam placement verbally at any time during the original purchase or with the sales person at FRS. The seam placement is in fine print conveniently so the customer is unaware of what they are signing. This is a deceptive business practice not done in good faith and done in a manner so the customer does not have knowledge or opportunity to refuse and cancel the order. Additionally the installers said that they are supposed to offer the customer an option to upgrade for additional fees to a larger slab to accommodate without seam placement on the granite. That was never offered I was there any verbal disclosure about seams just buyer beware as your signature is not acknowledging the measure but agreeing to seam placement instead. Very poor customer service and full disclosure and transparency for such a large purchase. Shame on FRS for not being forthright up front and instead hiding the customization of the counter to be at tgeir discretion and not the consumers. Will never purchase or do business with this company again. Deceptive business practices and inequitable solutions. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/06/2024

  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.

  Front Range Stone (FRS) replaced the countertops in my kitchen. I ordered the service through ********** and FRS is the 3rd party they used. I had to pay for 100% of the services up front. FRS came out to measure my kitchen, got the sink model and all details needed for the install. On the day of install, they installed the counters, but the sink hole was cut incorrectly. FRS fully admitted this was their error. They had to remove the counters and I was left without a functioning sink and kitchen for 9 days until they could recut the stone and reinstall in. In that time, I spent over $700 out of pocket on meals I had to order in for my family because I did not have a working kitchen. I asked FRS for compensation for this expense (requested 30% or $1900 due to the out of pocket expenses plus additional due to some significant inconvenience for me/my family) as I should not be held responsible for incremental costs due to their mistake. My request for compensation was rejected. I did reach out to ********** as well about the issue - they are planning to refund me $500. However, this does not cover the entire out of pocket expenses I had to pay. At the very least, I am seeking $200+ from Front Range Stone

  Business Response

  Date: 08/12/2024

  We had an issue where the sink was cut incorrectly. During construction issues and mistakes do happen. We order material when we knew about the issue and rebuilt as quickly as we could. We worked with ********** and offered $400 towards the total compensation for the delay in the project, they were going to work with the customer from that point.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22103172
  
  I am rejecting this response because the amount compensated did not cover the full out of pocket expenditures I had to pay for due to Front Range's mistake. They should be reimbursing me for the full amount versus just partial which is what I received.

  When I reached out to Front Range about the compensation for the first time, they said my request had been denied before even reaching out to *********** The only reason I got any sort of compensation was because after I learned that Front Range had rejected my request for compensation, I reached out to *********** 

  I should be compensated the additional $200 for their mistake. 

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

  Business Response

  Date: 08/26/2024

  Delay in construction can happen and we responded as quickly as we could to get new material and rebuild the top. We did compensate for the delay but covering all expense associated was never discussed or approved.

• Initial Complaint

  Date:07/30/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 ordered countertops 4 months ago from Lowes that were subcontracted out to Front Range Stone Countertops. Front Range Stone has ordered countertops for my kitchen four times, and each time they have turned out wrong. At this point, I have no faith or confidence they will ever get it right. This has far exceeded a reasonable time frame and constitutes a failure to fulfill the terms of the contract. It has also been a significant inconvenience to live without a kitchen for all these months. Front Range Stone Countertops has proven themselves to be incompetent, unprofessional, and belligerent every step of the way. I have asked ***** and Front Range Stone for a full refund. Front Range Stone Countertops refused, and says they have ordered a 5th set of counters that will be another month out. There are only so many strikes in baseball, and there should be here, too. There is no reason to believe that their 5th attempt will go any better than the first four. I just want my money back. It is unreasonable to live without a kitchen, and without the goods and services paid for, for this long, and with no end in sight.

  Business Response

  Date: 08/06/2024

  The contract and payment have been made between Lowes and the customer and we have not been paid for any work.
  

  We have had some issues along the way with measurements and edge detail. We have ordered the new blanks and are needing to schedule a re-template to ensure we have the proper measurements to complete the job. Once the material arrives and we have the measurements we can complete this installation.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22069397
  
  I am rejecting this response because:

  Despite Front Range Stones ongoing obstruction and lack of cooperation, Lowes will be granting me a refund for this prolonged nightmare of an experience that was one poorly executed attempt by Front Range Stone after another, leaving me without countertops/a functioning kitchen for almost 5 months.  The right thing for Front Range Stone to do would have been to acknowledge their shortcomings and the unreasonableness of the situation they had created, and allow for a prompt and graceful cancellation of the contract.
  
  In sharp contrast, I recently reached out to another local countertop company, and two weeks later, I now have the exact same counters installed flawlessly, with care, attention to detail, quality, and courtesy in short,everything you would expect, and everything that Front Range Stone lacks.  Buyer beware of Front Range Stone. Countertops should and can be done so much better.
  
  Sincerely,
  
  *******************************