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Complaint Details
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Initial Complaint
10/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My wife and I purchased a bathroom remodel from this company. We signed the contract on October 10,2023. We put a deposit of $2,031 that day. After discussion My wife and I called and canceled this transaction on October 11. The following day October 12, the deposit check cleared my bank. This was cashed before the 72 hour cancelation policy. So I called and asked them to send me a refund check. They replied that they had to wait 10 days. They told me that my refund would be mailed Friday October 24. We are still waiting for the refund check. It should not have been cashed before the 72 hour cancellation period.Customer response
10/25/2023
I received the refund check today and my name was spelled wrong!!
Business response
11/28/2023
We have reviewed our files. The customer cashed the refund check on October 26, 2023. We closed the file at the customer request.Initial Complaint
02/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Awful communication over the course of the entire timeline. Nearly all communication from this company was received only because I had to contiually reach out. Scheduling was a nightmare. They would call less than 24 hours before they would want to install. Both my wife and I work full-time, and cannot drop everything on a whim. When requested a Saturday, our salesman told us they don't do weekends and that they had never had an issue with someone having availability during the week. When I requested more notice for scheduling, their reply was "what, like two days?" Unacceptable. I expressed my frustrations to both our salesman and ***, and neither really seemed to care, offer any sort of apology, etc. They had us locked in a contract, so they are getting their money regardless of how awful the office performs. They have both received all of these comments directly. The one bright spot in all this was ****, our installer. He was the first one to express any concern or offer an apology, even explaining why the issues were likely happening. This gentleman is what saves an awfully run company like LJ Stone. He was prompt, knowledgeable, and did fantastic work. It's a shame that an installer should be the one fronting apologies when anyone at any time could have reached out.Business response
03/13/2023
We appreciate our customer taking the time to give us their feedback on our performance. While we are glad they are thrilled with ***** work, we are disappointed that we didnt perform at the level they expected. Our goals arent being met if we fail to meet or exceed their expectations.
Our leadership team is aware of the shortcomings Mr. A**** has pointed out in their complaint and will be focusing on what we need to do to perform better for our customers. Our #1 goal is that all of our customers receive a 5 STAR experience with ***** Stone.
Our Business Manager will reach out to Mr. A**** directly to discuss his concerns.Customer response
03/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is a corporate response, devoid of any real concern. They don't care about the customer, and I haven't heard from any owner about my experience.
Regards,
***********************Business response
03/14/2023
At this point, we are not quite sure how to respond. We take any complaint about our companys performance seriously. The customer requested contact from us so that he could discuss his concerns. We have offered to have our Business Manager contact the customer.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.