Complaints

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

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Pebblestone Floors has 6 locations, listed below.

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• 

  Pebblestone Floors

  4410 Simon Rd Youngstown, OH 44512-1328

• 

  Pebblestone Floors

  6100 Oak Tree Blvd Ste 200 Suite 200 Cleveland, OH 44131-6914

• 

  Pebblestone Floors

  1717 East Busch Blvd, Unit 404 Tampa, FL 33612

• 

  Pebblestone Floors

  322 N Shore Dr Bldg 1 Building 1 Pittsburgh, PA 15212-5875

• 

  Pebblestone Floors

  412 E Madison St Ste 1206 Suite 1206 Tampa, FL 33602-4619

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:11/17/2023

  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.

  I had this Pebble Stone Flooring come to refinish my pool deck. It took them a week, upon completion I questioned the discoloration I noticed but was told the sun just needed to fade it evenly. Two weeks later I end up with even worse damage. The owner of the company wants me to pay more money so he can fix it. I refuse to pay them anymore money since I already paid them $15,000 and have waited for over a year to see the company take some sore of action. I talked to many different people from this company and get a different answer every time. The owner told me the only opinion that matters was his. I either want this poor workmanship fixed or money refunded.

  Business Response

  Date: 11/17/2023

  *******************, 

  It did take a week to install your floor due to the size and amount of forming that was done for you. 4 days is actually typical for your size. 

   

  We do apologize for any lack of communication or mis-information form our current or past employees. We understand your frustration. 

   

  Moving forward with stone color variations. There is a section, on the front of the contract, that was initialed by you that states "Pebblestone Floors are products of nature and color variations should be anticipated. Over time, wear and tear, weather, and ultraviolet light may affect this natural product. We are not responsible for color variations." The color choice you picked was *********************** (white). We do have the contract we can upload to show you where this section you initialed is at, but we are not sure if the public would be able to see your private information so we chose not to. 

  We will not be replacing or refunding the cost of the floor. ******* (owner) did offer to redo the area for only material cost if you wanted to change stone color to something darker. You declined. 

   

  Since we have installed, you have also been unfortunate to endure Hurricane **** which produced salt water in large amounts and also debris all over your area. We unfortunately have workers close by you and understand what you all have been through. We do sympathize. We suggest a good cleaning and seal on your floor area that we would be happy to tell you what material to use. (You were installed in July of 2022, you are a few months past due typical maintenance). 

   

  Thank You

   

   

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear 

  this pool deck looked bad before they even finished the job. Why would I pay more money for something that already looks terrible. This looked this way before the hurricane so that is just an excuse.  Terrible company. Terrible owner and terrible business practice 
  
  Regards,
  
  ***************************
  
  
  

  
  

  Business Response

  Date: 11/24/2023

  Hello, 

   

  We are able to provide the contract showing the information that was explained in our original response, about coloring variations and your initialed acknowledgement directly to this.

   

  (Question for the BBB, I will upload it, but need verification that the public can not ******* as it contains her personal information such as telephone and address.)

   

  That has nothing to do with the hurricane. Information about hurricane was just a complimentary suggestion as it is needed for your floor after the storm. 

   

  Thanks
  
  

  
  

  Customer Answer

  Date: 11/28/2023

  Better Business Bureau:
  
  There was no offer, and as stated this will not be solved by the company.   None of the bad product or workmanship was covered under slight discoloration.  You can see where they stopped one day and started the next day.  I wonder what the Ohio attorney general office has to say.   

   

  Add this to the pile of unhappy customers. 

  
  Regards,
  
  ***************************
  
  
  

  
  

• Initial Complaint

  Date:10/25/2023

  Type:Product 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.

  Falling apart shortly after installing

  Business Response

  Date: 10/25/2023

  You were installed in 2020. I do not see that you have been sealed yet as you are stating. The warranty information is on the back of your contract as well as product information and maintenance. (making sure the floor is clean and sealed when needed.) Outside areas need to be sealed every 1-2 years because of the elements, sun, snow, and salt. Garage floors must be cleaned multiple times a year. You can do this with a pressure washer or with just a hose. Salt deteriorates epoxy just as it does with concrete. 

   

  You have not even called in to the company, straight to report us to the BBB. Also, you waited until almost November, almost winter. If you would like to talk, you are able to call the office at ************. We can get you scheduled for touch **** which there are costs to just as a heads up. 

   

  Thanks 

• Initial Complaint

  Date:09/27/2023

  Type:Customer Service 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.

  Contracted this business to do our garage floor. The stones are coming loose. We wanted it sealed and repaired and company customer service says they will put us on list and call us, but they never calI. Tried to go through sales person and he tells us to call customer service. I would like to have it done before the whole thing disintegrates. This has been going on longer than 6 months. **************** is nonexistent.

  Business Response

  Date: 09/27/2023

  Hey there, 

   

  We apologize for any miscommunication or delay. We haven't had a call list since April. I personally am the one who schedules the services and have not had any calls or voicemails for you. I also can not find anything under your name or phone number. 

   

  Thanks!

• Initial Complaint

  Date:07/20/2023

  Type:Product 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.

  Product installed July 2022. Didn't like right from the beginning but installer assured me the sun would make it all the same color. Instead it got worse. After several attempts and missed appointments by the company, I'm left with something I paid $15,000 and is hurting my property value let along have to spend additional money to get it replaced. Pictures of discoloration attached. You can tell where they stopped one day and started the 2nd day, they are two different colors. I do still have a copy of the contract but not with me today. I also have more picture puts system wouldn't let me upload.

  Business Response

  Date: 08/02/2023

  After researching with the owner of the company, here is our response. 

  We have the pictures from *******************. We did reach out and was scheduled to do an overlay over the areas shown in the pictures. She canceled when the day came stating "it wasn't a good day" for her. 

  Moving forward, the owner of the company will be reaching out to ******************* by next Friday (8/11). We will report back with resolution once contact is made. 

   

  Thank you, 

  Pebblestone

   

   

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  The person who responded is NOT the owner.  The owner DID NOT contact me.  I have NEVER cancelled the day of a appointment, instead, the company has made several appointments and never showed up.  No call no show on at least 2 appointment times.  

  As of this date, no resolution has been offered and no one has come out to look at the property or discussed a resolution to fix this situation.  The only reason the company finally contacted me was because I filed this complaint.  Preciously to this no one from the company would take responsibility at all and the situation is not resolved nor did they offer a solution to resolve this complaint.
  

  Regards,
  
  ***************************
  
  
  

  
  

  Business Response

  Date: 08/04/2023

  Of course this is not the owner. 

   

  The owner said he will call you by the date on the previous message from yesterday. That is where this is. We apologize that is not sufficient for you, but that is what we can do to get you taken care of.

   

   

  Thanks!
  
  

  
  

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear 

  As previously stated, the owner has not made contact with me has not scheduled a day to come out to fix the problem or put an overlay on. I never canceled an appointment when it got down to appointment day because there was no date scheduled. It is 8/9/23 so we will see if someone gets a hold of me by this Friday.

  I feel like the company has lied stating I cancel an appointment but of course was never scheduled. I would have never canceled an appointment. I dont need to be home to have them fix this problem.
  Regards,
  
  ***************************
  
  
  

  
  

• Initial Complaint

  Date:07/12/2023

  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.

  On Jul 11, 2023, at 2:38 PM, ******************* <*******************> wrote: To whom it may concern: My Pebble Stone floor was installed in my lanai on February 15, 2023. By May 24, 2023, tons of stones were coming up all throughout the floor causing holes all over the lanai. I have attached many pictures so that you can see clearly the floor is lifting and stones are coming up everywhere! This floor was not installed correctly. When you walk on it, the stones attach to your feet and leave holes on the ground. Is this the product you stand by? Did the installer forget to put down a sealant? This is false advertising. You must offer some type of warranty on the crappy installation that was done in my lanai. The floor is in need of immediate repair and needs to be fixed properly. Initially, someone responded to my email and scheduled an appointment for someone from Pebble Stone to come out and fix the floor. The appointment was for June 15, 2023. However, the appointment was cancelled last minute because your workers were not going to be in the Naples area. My husband has tried reaching out to your office on several occasions to see about rescheduling. His calls are ignored and the last contact he had with someone named ******* was less than desirable. He was scolded for continuing to reach out to him because there were no workers in the Naples area! This is not my problem but clearly has become your problem. If I do not receive an acknowledgement and a remedy from someone at this company by tomorrow, July 12, 2023, I will initiate a charge back to my credit card company for the $6,000.00 that I have spent on this joke of a floor!!! We have been more than patient with this company and I beginning to think Pebble Stone is a scam! I have more than enough evidence to prove my claim. What you have installed is garbage. Hopefully, you will make the right decision and IMMEDIATELY fix this disaster product you installed on my floor. *******************

  Business Response

  Date: 08/01/2023

  Hi there. 

  I have spoken with **** and ****** and we are set to go to their home August 3rd or 4th to remedy issues. 

   

  Thanks,

  Roni 

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair 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 contacted Pebblestone many times last year about repairing the stones on my porch. I finally spoke to someone after sending an email on September 1. It wasnt until October that they had an appointment available. When the technician arrived he asked if I had pressure washed my porch. I did not since I was not told to do so. He said he could do it but it would cost another $100. I told him I would do it myself. Then I had to wait for another appointment. The next appointment was cancelled because of rain. He finally came while I was at work, he put the sealer on but did not do the repair work because of the weather. It wasnt raining and it wasnt snowing. I called Pebblestone again and asked why the work wasnt done and the girl didnt know but agreed it could have been done. Now they were closing for the year so I had to wait until Spring. She assured me I wouldnt lose any more stones since I got the sealer and I was on the list to be called first in the Spring. The sealer did not stop me from losing stones all winter. I called in the beginning of April and was told they would be scheduling in the next week or so. The girl I originally talked to was no longer there. She took down my name and number and said someone would be calling me. June 2 I called again. Got a completely different person. She couldnt find me on any list. Said someone would call me. Now its June 15 and still no call. This is ridiculous and I would never recommend Pebblestone to anyone.

  Business Response

  Date: 06/27/2023

  Hey there, 

  Our callback list is long. We are calling folks back. There is a cost for touch up work. The warranty is explained on the back of the contract. If she would like to be scheduled and pay the costs, we can do that. We did reach out to ******. We will call her by the end of the week, as we have already been in contact because her name was reached on the list. 

   

  Thanks 

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, they have not reached out to me as they said in their response and I was toldI would be contacted first in the Spring since they did not do the job in October 

  Regards,

  *******************************

  ---

   

   

• Initial Complaint

  Date:02/23/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 12/14/2022 I signed agreement with Pebblestone to resurface my side walk for $3000 I gave the required deposit of $1520, the work was to be done after the Christmas holiday. Shortly after this we had some unexpected medical expenses and needed to cancel the project for financial reasons. The contract reads any cancellation after 3 days will result in a 20% restocking fee. Also, to cancel I had to send a notice of cancellation via certified mail letter. the letter was received at Pebblestone 1/23/2023. After numerous phone calls to Pebblestone I was finally directed to phone of ******* ,who is in charge of handling refunds. I can never reach ******* directly nor does she return my voicemails.
  
  I have done what was required to cancel the contract and enough time has elapsed but have yet to receive my refund. Therefore I need help getting my deposit of $1520 minus 20% back. ($1,216.00)