ComplaintsforIconic Stone LLC

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a quartz countertop a couple months ago. *****, who did the installation said that they stand behind their work if we ever had a problem to trust him. A little later we noticed. The seam was never buffed, and at the seam the shine was taken out all the way up the seam. Of course when we were buying it, everyone was so nice. ***** who did our kitchen sent them pictures we tried calling several times left messages and never call back. Finally they answered the phone made an appointment and they never showed up. Not even a phone call. We made another appointment and they did not show up and not a phone call, the last time we called we spoke to *** the owner told him everything. He said he would call us back the next day and did not. All we want is the work to be completed.

  Business response

  02/28/2024

  We were given the lead through a contractor, we reached out immediately to *************.  We set up to do an estimate and brought samples to make the process easier for *************.  ***** gave her a discounted price because that is the person he is.  Mr. & ************* agreed to the price and we did a Template on 11/21/23.  Are turn around time from template to installation is normally 2-3 days, but I was informed that there were some issues that had to be done before we were able to do install.  We finally scheduled install on 12/7/2023.  ***** went out to do install, He called to tell me that the ************ wouldn't let him leave until everything was perfect!  Which we wouldn't leave until the job was done 100 %.  After ***** finished install I received a phone call from ************* stating everything was beautiful and they were satisfied.  She gave me her credit card information to pay the remaining balance.  Afterwards in January ************* asked to meet with me to help her pick out tile for her backsplash, at no time was anything mentioned about an issue.  On January 31 st  , I received pictures , ************* called prior to that and asked if I received pictures and at that time I hadn't , but received on the 31 st.  At anytime did we tell ************* we would not come out to look at the issue she claimed she was having.  When ************ spoke to ***, he did not get back to him immediately do to a family emergency.  But he was able to schedule to go there on 2/20/2024 to look at the countertop.  He told *************************** he would schedule someone to come back out and would be in contact with them.  On Monday February 26, ************* called the office at approximately 10:50 am , no one was in the office at that time. I personally called ************* after realizing no one had called her back, this was at 8:17 pm from my home. I didn't want ************* to think I forgot about her.  So my question is why after 2 1/2 months now there is a problem. Customer was 100 % satisfied and paid and everything in between no one contacted us sooner.  We are a family & Veteran owned business and take pride in our work.  We have 30 plus years in the industry and have never experienced anything like this.  

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