ComplaintsforGerrityStone, Inc.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ********** to install kitchen countertops. The contractors they assigned to me were Gerrity Stone. The kitchen countertops were installed in early April ***** Dispute: I was verbally told by the person doing the measurements that if I adjusted the bar (length and shape) I will not need brackets. I followed his recommendations but when they came to install it a week or so later, I was told that brackets were needed and it cost 200$ for them to come back to install the bar. I was told to adjust my preferences for no reason. Second dispute: I'm very unhappy with the installation. One kitchen countertop is not touching half of the cabinet because of poor installation/cutting and I'm extremely worried the countertop will break and it will damage my cabinet; the gaps between the wall and countertops are too large in some areas (1/4 inch); damage to the wall/stud; the two seams not filled properly and dirt was trapped immediately after installation I was verbally told by an employee at Gerrity Stone that they would re-do the seams filling and finish the installation, but that I should get over the other issues. I was told by ********** that they would pay for the 200$ fee to install the bar, but I was never contacted by them again. My emails were ignored. A few weeks ago, I went to ********** and asked for a refund. They told me they would refund ~$650 for the installation errors, ~$220 since I was overcharged for the countertop square footage, and that a team of "better" Gerrity Stone employers would come and finish the job and fix the mistakes they made. I haven't been contacted since then by Gerrity Stone or **********, and the refund has not been made.Other companies will not come to fix their job. I would like a refund since they 1) did not finish the job, 2) did not do the installation properly, 3) caused damage, 4) did not honour their warranty, 5) excessive time spend resolving this and looking for other companies to fi their errors

  

  Business response

  06/21/2023

  We will return to install the upper bar top area when customer confirms bracket supports have been installed.
  
   
  
  If you have any questions, please contact one of us on this e-mail.
  
   
  
  Thank you.
  
   
  
  ************************

  Customer response

  06/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I told ********** months ago the brackets were installed. I was mostly in contact with ********** (via phone calls and visits) since Gerrity Stone was not being responsive to my concerns. The brackets were installed a few weeks after they came for the installation. I went to ********** and I came to an agreement with the HomeDepot employee that Gerrity Stone would come again to finish the installation and fix the mistakes they made. I waited over a month for them and did not hear from HomeDepot or Gerrity Stone. A couple of days ago, I decided to install the rest myself.  Its been a major inconvenience to have the kitchen countertop partly uninstalled for months, moreover I was not getting any confirmation from **********/GerrityStone despite coming to an agreement.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Igri

   

   

  

  Business response

  06/27/2023

  An email was sent by our office on 5/19 (see below) to ********** questioning if the brackets had
  been installed, at this time per ********** they were not yet installed. Also, when reaching out to
  ********** via phone on 6/21 after this complaint was received, per ********** the brackets
  were yet to be installed, they told us they did not have someone available to install them for the
  customer and were still waiting a return call regarding the refund offered. We were not in touch
  with the customer direct at this point as ********** was working with her to resolve any discount
  they were offering. We also never received any calls or emails from the customer stating the
  brackets has been installed and she was awaiting our return. Had we received this information we
  would have returned as previously promised. We are still willing to return to her home to go over
  any other areas of the job that she would like discussed. Any discount previously offered to her
  would come from **********. As noted prior they had previously offered a discount for the piece
  that we had not yet installed.

  Customer response

  06/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is a blatant lie. I came to an unambiguous agreement with a person at ********** in May that Gerrity Stone can come any time to finish the installation, fix any mistakes, and get a small reimbursed. I emailed this person today to confirm this. They are not replying to my email however they said over the phone that they sent a PO to come to your place and Gerrity Stone agreed.  However, about a month had past and I did not hear from either of them. When I asked for them to send this information via email, they refused. They are also claiming they were not explicitly told that the brackets were installed. I did explicitly say this, and of course, I would not have agreed for Gerrity Stone to come to my place if I didnt have them installed. I attached receipts of when I bought the brackets (April 15, installed a couple of days after). I would like to point out that it does not benefit me in any way to lie about this but there is a clear reason why Gerrity Stone would.
  
  I would also like to point out that the incomplete installation is one of several reasons why I am filing this complaint. I was able to fix the unfinished installation, the large gaps between the countertop and wall, and the damage to the stud/wall. However, I invested a lot of effort and money in correcting their mistakes when I shouldnt have had to since I paid full price for installation. Also, as mentioned before, a large portion of the countertop is not installed properly. It is slanted (things roll off) and it is only touching half of the cabinet, the rest is in the air. Additionally, it has taken nearly 3 months to partly complete a standard renovation. 
  
  Lastly, I would like to say that I was not in contact with Gerrity Stone since I found them to be unresponsive and not taking accountability. Ive attached the only communication via email Ive had with them after my complaint. Via the phone, we agreed for someone to come to my place, survey the installment, and correct the seams. They didnt reply to my email after this. I havent heard from them at all despite them knowing the work was incomplete and I was very unsatisfied with several aspect of the installation. 
  
  It seems like since I already paid the full price, they did not see the need in doing a proper job or following through.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Igri

   

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Granite countertops in our kitchen installed by Gerrity Stone about 18 year ago. When purchased, we had a lifetime warranty that would cover any issues with the granite. Had *************** ***************** (Owner and President) to our home to look at the issue with the Granite Feb 2022. One piece of Granite shifted and was protruding. ***************** said the best thing would be to give us new granite countertops (since they didnt carry our Granite anymore) for about $1,000 (his words, nothing in writing). My husband and I chose the granite we wanted. In anticipation of the new granite, we had the tile backsplash removed and new blue board placed. When we got the paperwork from Gerrity Stone, the price was $4,289.69!!!! We told them thats not what the owner told us, now they say hes old and forgetful, Well, why would he come to our house & give us an estimate if youre not going to honor it!! They would give us $700 toward the money we put out. Thats a drop in the bucket to what we put out already and then pay for a new backsplash. They came and measured to make a template. One Granite piece didnt fit! Had to get another piece of Granite from the same block # to remake one countertop. 2nd time, still doesnt fit, workers manage to maneuver the piece in. One worker turned the dishwasher on, the water line wasnt connected, so the water went into our cabinet under the sink (it wasnt connected because they were also putting a new sink in). I sent photos of the damage done. I asked them to center the faucet so the water went directly in the drain, they didnt do thy right either. One countertop goes from 27 to 25, its not even square. We paid $2,000 (in June) & never heard back. We thought that was and it cost $1,000 more than the owner told us. I was just notified that they ******* put $2,822.39 on my MC without notifying me! How can I go about refuting what they put on my charge 6 months after work was done (which causes many problems) without notifying me?Thanks

  

  Business response

  12/12/2022

  Please see attached files from emails send to customer with our quote, the acceptance with 50% deposit payment and balance due.

  Please contact myself at ************ or our General Manager *********************** at ************ with any questions.

   

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