Arizona Stone & Architectural Products

Greetings, My name is *** *** and I am the GM of Arizona Stone Las VegasWe have been in business since and we pride ourselves on working with honor and integrity. I am writing in regards to complaint number ***. We sold this customer some natural stone pavers for
his backyard on March 3rd 2014. The pavers were installed by a third party and everything was great. We were contacted by Mr*** on September 25th I spoke to him and he told me that his pavers were "falling apart"I was surprised to hear this since I have never heard of this happening in years in this industryI asked him to send me photos, which he did. I told Mr*** that this does not sound nor look right and that I would follow up with him the following week with resolution. I followed up with Mr*** on September 30th and told him that we would be happy to replace the damaged pavers with new productI also told him that there is no warranty on natural stone pavers but that Arizona Stone stands behind the pavers and we will give him new product at no cost. Mr*** told me that he expected Arizona Stone to install the new pavers which I replied " We do not have installers here as we are a distribution company, not installation." Mr*** got very upset and threatened to sue us, go to the Revdex.com, and write a bad review on our businessI asked Mr*** to hold off until Thursday the 2nd of OctoberI invited the President of Arizona Stone to come up to Vegas on Thursday the 2nd of October to come and view the jobsite with me and help me determine what has happened. We went to Mr*** home on Thursday October 2nd We saw the pavers in the backyard and noticed that there were some pavers that were breaking loose and turning into a powdery materialWe told Mr*** that the pavers should not turn to a powder material and that we would be happy to replace themWe counted pieces that were beginning to turn to powderWe had never seen anything like this in all the years of being in this businessThis is not something that typically deal with or have ever seenWe did not witness any other problems with the product, however we did witness problems with the installThere is not any polymeric sand in the joints and this will cause problems down the roadWe advised Mr*** to add sand to the joints in order to help protect the paver edges and keep them from rubbing against one another. At Mr*** house, we told him that Arizona Stone would not only supply the replacement material but that we would also pay for the installThis is something that we have never done before and that we only agreed to do in the interest of customer serviceMr*** accepted our offer to replace the damaged piecesWe told him that we would be prepared to follow up with him once we send the photos to the quarry and speak with them about this problemMr*** said that would be fine since he is not using his pool until the summertime. Arizona Stone is committed to the highest level of service and follow throughOur actions speak for our wordsWe have spent hours trying to resolve this in a healthy way and we are committed to being part of the solution. Please let me know how what else we can do to resolve this. Thanks!Kind Regards,*** ***

Arizona Stone has made a pro-active attempt to resolve this issue without any conflict, and with the highest level of professionalism. Arizona Stone has sent the local Branch Manager (Mr. [redacted]) and the President of the Company (Mr. [redacted]) on the jobsite to discuss a solution with Mr. [redacted]. A solution was created and accepted. During this jobsite meeting there were less than 30 pieces of stone that were counted and verified as damaged. All parties agreed to this number. During the same meeting Mr. [redacted] accepted the offer from Arizona Stone to examine the cause of the problem and to create a plan of action that included removal of the damaged pieces and installation of the new pieces of stone. During this jobsite visit Mr. [redacted] (President) explained that the quarries in Turkey were currently closed but that we would follow up with Mr. [redacted] once they re-opened and once we had a chance to find out a solution going forward.  Since this meeting took place, Arizona Stone has reached out again to Mr. [redacted] and set up a time to meet with him on the jobsite once again. During this new meeting which takes place today (11/6/14) at 1PM, Arizona Stone will be bringing a licensed and bonded contractor who will assess the repair work and give Arizona Stone a cost to replace the materials. From this point we plan to lock in a date for repair with Mr. [redacted] and ensure that Mr. [redacted] has good quality travertine installed. Arizona Stone stands firmly behind our initial response in this matter, which was and is to replace the damaged materials at no cost to Mr. [redacted]. This resolution is based on the acceptance of this repair plan by Mr. [redacted]. We take these matters seriously and we are committed to a peaceful resolve. Sincerely,[redacted]Arizona Stone Las Vegas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was told the Supplier would be closed due to the overseas holidays in Turkey and there would be a decision made by the 12th of October once they return. it is now the 23rd and I have not heard any updates. I contacted [redacted] last week regarding an update and I was told he would have an answer by the end of last week or beginning of this week. as the time goes by more and more of the pavers are showing defects. there are total of 67 pieces with small or large defects as of yesterday. this number was 64 as of last week. 
Regards,
[redacted]

Greetings, My name is [redacted] and I am the GM of Arizona Stone Las Vegas. We have been in business since 2003 and we pride ourselves on working with honor and integrity. I am writing in regards to complaint number [redacted]. We sold this customer some natural...

stone pavers for his backyard on March 3rd 2014. The pavers were installed by a third party and everything was great. We were contacted by Mr. [redacted] on September 25th 2014. I spoke to him and he told me that his pavers were "falling apart". I was surprised to hear this since I have never heard of this happening in 12 years in this industry. I asked him to send me photos, which he did. I told Mr. [redacted] that this does not sound nor look right and that I would follow up with him the following week with resolution. I followed up with Mr. [redacted] on September 30th and told him that we would be happy to replace the damaged pavers with new product. I also told him that there is no warranty on natural stone pavers but that Arizona Stone stands behind the pavers and we will give him new product at no cost. Mr. [redacted] told me that he expected Arizona Stone to install the new pavers which I replied " We do not have installers here as we are a distribution company, not installation." Mr. [redacted] got very upset and threatened to sue us, go to the Revdex.com, and write a bad review on our business. I asked Mr. [redacted] to hold off until Thursday the 2nd of October. I invited the President of Arizona Stone to come up to Vegas on Thursday the 2nd of October to come and view the jobsite with me and help me determine what has happened. We went to Mr. [redacted] home on Thursday October 2nd 2014. We saw the pavers in the backyard and noticed that there were some pavers that were breaking loose and turning into a powdery material. We told Mr. [redacted] that the pavers should not turn to a powder material and that we would be happy to replace them. We counted 24 pieces that were beginning to turn to powder. We had never seen anything like this in all the years of being in this business. This is not something that typically deal with or have ever seen. We did not witness any other problems with the product, however we did witness problems with the install. There is not any polymeric sand in the joints and this will cause problems down the road. We advised Mr. [redacted] to add sand to the joints in order to help protect the paver edges and keep them from rubbing against one another. At Mr. [redacted] house, we told him that Arizona Stone would not only supply the replacement material but that we would also pay for the install. This is something that we have never done before and that we only agreed to do in the interest of customer service. Mr. [redacted] accepted our offer to replace the damaged pieces. We told him that we would be prepared to follow up with him once we send the photos to the quarry and speak with them about this problem. Mr. [redacted] said that would be fine since he is not using his pool until the summertime. Arizona Stone is committed to the highest level of service and follow through. Our actions speak for our words. We have spent hours trying to resolve this in a healthy way and we are committed to being part of the solution. Please let me know how what else we can do to resolve this. Thanks!Kind Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was told the Supplier would be closed due to the overseas holidays in Turkey and there would be a decision made by the 12th of October once they return. it is now the 23rd and I have not heard any updates. I contacted [redacted] last week regarding an update and I was told he would have an answer by the end of last week or beginning of this week. as the time goes by more and more of the pavers are showing defects. there are total of 67 pieces with small or large defects as of yesterday. this number was 64 as of last week. 

Regards,

Arizona Stone has made a pro-active attempt to resolve this issue without any conflict, and with the highest level of professionalism. Arizona Stone has sent the local Branch Manager (Mr. [redacted]) and the President of the Company (Mr. [redacted]) on the jobsite to discuss a solution with Mr. [redacted]. A solution was created and accepted. During this jobsite meeting there were less than 30 pieces of stone that were counted and verified as damaged. All parties agreed to this number. During the same meeting Mr. [redacted] accepted the offer from Arizona Stone to examine the cause of the problem and to create a plan of action that included removal of the damaged pieces and installation of the new pieces of stone. During this jobsite visit Mr. [redacted] (President) explained that the quarries in Turkey were currently closed but that we would follow up with Mr. [redacted] once they re-opened and once we had a chance to find out a solution going forward.  Since this meeting took place, Arizona Stone has reached out again to Mr. [redacted] and set up a time to meet with him on the jobsite once again. During this new meeting which takes place today (11/6/14) at 1PM, Arizona Stone will be bringing a licensed and bonded contractor who will assess the repair work and give Arizona Stone a cost to replace the materials. From this point we plan to lock in a date for repair with Mr. [redacted] and ensure that Mr. [redacted] has good quality travertine installed. Arizona Stone stands firmly behind our initial response in this matter, which was and is to replace the damaged materials at no cost to Mr. [redacted]. This resolution is based on the acceptance of this repair plan by Mr. [redacted]. We take these matters seriously and we are committed to a peaceful resolve. Sincerely,[redacted]Arizona Stone Las Vegas

Review: I purchased travertine pavers to cover the backyard in march 2014. I was told by the sales staff that the purchased travertine pavers are top of the line and extremely durable and will last several years. The pavers were installed by a third party on the day of delivery. few months after the installation of the pavers , several of the pavers started to disintegrate into powder. holes started to appear and few turned into white sand completely. attempted to contact the GM and provided the company with pictures of the damage. they refuse to replace the defected product claiming they do not install and they have never seen this issue. they refuse to compensate for the issue and claim the stones do not have warranty. travertine stones are extremely durable and should last years. the breaking down the pavers after few rains and in less than 5 months has lead me to believe the products are counterfeit and a bate and switch may have been made. The product in the showroom seemed legitimate and different than what has been delivered. the pavers fragment and the sand has started to get in the pool filtration system which has caused a pump malfunction in multiple occasions.Desired Settlement: all defected pavers to be replaced and compensation for the inconvenience

Business

Response:

Greetings, My name is [redacted] and I am the GM of Arizona Stone Las Vegas. We have been in business since 2003 and we pride ourselves on working with honor and integrity. I am writing in regards to complaint number [redacted]. We sold this customer some natural stone pavers for his backyard on March 3rd 2014. The pavers were installed by a third party and everything was great. We were contacted by Mr. [redacted] on September 25th 2014. I spoke to him and he told me that his pavers were "falling apart". I was surprised to hear this since I have never heard of this happening in 12 years in this industry. I asked him to send me photos, which he did. I told Mr. [redacted] that this does not sound nor look right and that I would follow up with him the following week with resolution. I followed up with Mr. [redacted] on September 30th and told him that we would be happy to replace the damaged pavers with new product. I also told him that there is no warranty on natural stone pavers but that Arizona Stone stands behind the pavers and we will give him new product at no cost. Mr. [redacted] told me that he expected Arizona Stone to install the new pavers which I replied " We do not have installers here as we are a distribution company, not installation." Mr. [redacted] got very upset and threatened to sue us, go to the Revdex.com, and write a bad review on our business. I asked Mr. [redacted] to hold off until Thursday the 2nd of October. I invited the President of Arizona Stone to come up to Vegas on Thursday the 2nd of October to come and view the jobsite with me and help me determine what has happened. We went to Mr. [redacted] home on Thursday October 2nd 2014. We saw the pavers in the backyard and noticed that there were some pavers that were breaking loose and turning into a powdery material. We told Mr. [redacted] that the pavers should not turn to a powder material and that we would be happy to replace them. We counted 24 pieces that were beginning to turn to powder. We had never seen anything like this in all the years of being in this business. This is not something that typically deal with or have ever seen. We did not witness any other problems with the product, however we did witness problems with the install. There is not any polymeric sand in the joints and this will cause problems down the road. We advised Mr. [redacted] to add sand to the joints in order to help protect the paver edges and keep them from rubbing against one another. At Mr. [redacted] house, we told him that Arizona Stone would not only supply the replacement material but that we would also pay for the install. This is something that we have never done before and that we only agreed to do in the interest of customer service. Mr. [redacted] accepted our offer to replace the damaged pieces. We told him that we would be prepared to follow up with him once we send the photos to the quarry and speak with them about this problem. Mr. [redacted] said that would be fine since he is not using his pool until the summertime. Arizona Stone is committed to the highest level of service and follow through. Our actions speak for our words. We have spent hours trying to resolve this in a healthy way and we are committed to being part of the solution. Please let me know how what else we can do to resolve this. Thanks!Kind Regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was told the Supplier would be closed due to the overseas holidays in Turkey and there would be a decision made by the 12th of October once they return. it is now the 23rd and I have not heard any updates. I contacted [redacted] last week regarding an update and I was told he would have an answer by the end of last week or beginning of this week. as the time goes by more and more of the pavers are showing defects. there are total of 67 pieces with small or large defects as of yesterday. this number was 64 as of last week.

Regards,

Business

Response:

Arizona Stone has made a pro-active attempt to resolve this issue without any conflict, and with the highest level of professionalism. Arizona Stone has sent the local Branch Manager (Mr. [redacted]) and the President of the Company (Mr. [redacted]) on the jobsite to discuss a solution with Mr. [redacted]. A solution was created and accepted. During this jobsite meeting there were less than 30 pieces of stone that were counted and verified as damaged. All parties agreed to this number. During the same meeting Mr. [redacted] accepted the offer from Arizona Stone to examine the cause of the problem and to create a plan of action that included removal of the damaged pieces and installation of the new pieces of stone. During this jobsite visit Mr. [redacted] (President) explained that the quarries in Turkey were currently closed but that we would follow up with Mr. [redacted] once they re-opened and once we had a chance to find out a solution going forward. Since this meeting took place, Arizona Stone has reached out again to Mr. [redacted] and set up a time to meet with him on the jobsite once again. During this new meeting which takes place today (11/6/14) at 1PM, Arizona Stone will be bringing a licensed and bonded contractor who will assess the repair work and give Arizona Stone a cost to replace the materials. From this point we plan to lock in a date for repair with Mr. [redacted] and ensure that Mr. [redacted] has good quality travertine installed. Arizona Stone stands firmly behind our initial response in this matter, which was and is to replace the damaged materials at no cost to Mr. [redacted]. This resolution is based on the acceptance of this repair plan by Mr. [redacted]. We take these matters seriously and we are committed to a peaceful resolve. Sincerely,[redacted]Arizona Stone Las Vegas

I live in Show Low, AZ, and hired a stonemason to replace the front decoration on my fireplace with another product. I went to Arizona Stone in Show Low, AZ, and picked out the product that was on the very large fireplace in the showroom. It looked like the river rock I wanted. My stonemason ordered the product, picked it up and came to my home to take off what was already on the fireplace and replace it with the new product. The product that he picked up in no way resembled the product I had seen at the showroom. I told the stonemason that it was not acceptable, so we went to the Show Low showroom together and picked out another product, which was on the outside wall and was called "Desert Storm." I was told that it was from Japan and would be $200 more than the product I was returning. I said OK ad my stonemason went ahead and ordered it and picked it up at the Mesa store to save on the very costly delivery charge to Show Low. Before driving from Mesa, he sent me a picture of the new stone, and it looked nothing like what was on the wall. Both my stonemason and I took pictures of the sample wall. The sample wall stone was very colorful and what was delivered was all a very light stone with little variance in color. The company has a waiver that says something like "batches may differ in color." I think this is a bait and switch practice by Arizona Stone. Twice I picked out product that was in the showroom, and twice the product was extremely different looking from that in the showroom. I believe that their samples should be more representative of what they are actually selling. I think customers should be very wary about buying from this company, because they probably will not get what they think they ordered. Because this is the only company in the area that sells natural stone, I had no choice but to keep the Desert Storm stone. I will not recommend this business to anyone.