Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On a Friday we confirmed that the templating would be done on the following Tuesday at 11:00, and corrected some contact information. I adjusted my schedule to fit the 11:00 appointment. Late Monday afternoon, I got an email confirming that the templating would be done at 8:00 on Tuesday morning (sent to the wrong contact info). I called twice and got no answer. I received a voicemail early Tuesday morning simply telling me that "the schedule changed." Excuse me, but I think I should be considered in scheduling a visit to my home... The templater showed up at 7:45. He was knowledgeable and helpful. We made it work between my teleconferences, and he renewed my enthusiasm for the project! We decided to increase the height of the backsplash by 2-1/4". Then things really went south. I received a change order for $457.69, which included increased charges for templating, fabrication, and installation. I MIGHT have expected some increase for the cost of the additional stone, although I expect that the additional 2-1/4" strip was bound for their scrap yard. I can't imagine that Rumford's cost increased one iota based on my changes. The cost of templating, fabrication and installation certainly didn't increase. In discussing this concern, several representatives were inflexible and curt. Charging extra for items not associated with my changes is apparently their standard operating procedure. I am left feeling that Rumford Stone took advantage of my position (my kitchen is currently disassembled, doing dishes in the bathtub, etc...) in hitting me with an unreasonable up charge. Not to mention the attitude. The Change Order shows that item costs have changed, but does not provide detail (other than the bottom line). The Templating, Fabrication, and Installation charges include higher numbers of "EA," but Adam would not clarify what the unit of cost measurement actually was.
Business response
06/17/2022
Thank you so much for the feedback, I am sure we can resolve this issue quickly.
I've forwarded a copy of your complaint to our department manager and she will review the matter with her team and reach out to you directly to you this afternoon.
Kindly respond here on the BBB site once the issues is resolved to your satisfaction. If not, please note such in your response and feel free to reach out to me directly.
Vince T****** Owner
Customer response
06/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17436151. I spoke with Tania at Rumford Stone this afternoon. We agreed on a fair settlement that is satisfactory to me.I appreciate your help in reaching this resolution!
Best regards,
******* *******
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.