Sign in

Firenza Stone, Inc

Sharing is caring! Have something to share about Firenza Stone, Inc? Use RevDex to write a review
Reviews Firenza Stone, Inc

Firenza Stone, Inc Reviews (9)

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and have determined that
this does not resolve my complaint. For your reference, details of the
offer I reviewed appear below.If F* is going to state the facts, then ALL the facts should be disclosed. He states that “open fissures, chips, cracks etccan occur…”, but completely breaking off a large corner section prior to even taking possession of the home and stating its “within industry standard” is like stating it’s within “industry standard” to take possession of a new car from the factory with dents and scratches that were “fixed” with Bondo and toupaint. We know that does not happen and nobody would accept that type of carelessness and attempt at deceitHe continues by stating that while re-leveling the section where the separation occurred, “a crack occurred” and “nearly a year after the tops were installed”. It did not crack, it completely broke and the timeframe was months after we took possession of the home. Big Difference.As the Firenza Stone technician attempted to repair the section, that Firenza Stone broke, the section had to be sanded down causing the area to now have a dip. Due to the area now having the dip (see attached pictures), items cannot lay flat on the counter. Lastly, I did not know it was ***’s determination to “accept and approve the work as complete” due to nobody from *** ever being in our home since the unsatisfactory repair was completed and more importantly, last time I checked, I own the home, not *** or Firenza Stone
Regards,
*** ***

*** *** had called to complain about a granite counter top seam that had separated, the early part of June This call was one of many throughout the past year (11-to present) on various complaints that were NOT related to warrantied items, craftsmanship or failed installation but
on admitted miss care of the counter tops We scheduled our service technician out on 6-23-to re-level the seam As he was leveling a piece broke He finished leveling the granite but had to leave the cracked area to our more detailed technician That technician went out the next day (6-24-15) to fill & resurface the area As the area is not 'perfect' (which no natural stone counter top is) it is completely within industry standard and also an acceptable repair according to the National Residential Construction Performance Guidelines.As we know, *** *** was not satisfied with the repair so we told him we would try and find a match to replace the piece (but would be done at his expense at our true cost) - which is EXTREMELY difficult and near 0% chance of finding, being that it is a natural stone We also did offer a $2,compensation *** T*** refused the compensation and wanted the area replaced As time went on, new information was brought to our attention We had come to find out that there was blue marking tape (to identify areas that had to be repaired by the builder - placed by *** T***) above the upper kitchen cabinets which ONLY could be placed there by standing on the granite counter tops right at the area in question Due to this information, we removed our $2,compensation offer and have forfeited our search for a matching piece.In the end, Firenza Stone went above and beyond to try to satisfy *** T***'s multiple complaints We have repaired the area completely within industry standard and feel no other action needs to be made.Respectfully,Anthony F*Firenza Stone

Telephone response obtained 12/13/from the company as follows:The company stated they have made several attempts to reach the consumer and the consumer has not returned any of their calls

Complaint ID: ***The company obviously takes no responsibility and puts the blame on othersThe only thing they keep bringing up is how the installer messed upThey stated they heard nothing of these problems until this Revdex.com complaintI have proof of emails stating they would fix and then later telling me to fix myself weeks almost a month before this complaintThe cabinet with the crooked drawer was made wrong like that from the builder and had nothing to do with the installer ( I had sent a picture to the company )The missing face of the cabinet he said was probably in his warehouse...( I had a witness there when he told me that)..it has nothing to do with a special order garbage rack like they statedI also have a witness that was with me when I stated I wanted plywood construction , and said specifically no partical or press boardAgain they told me that they would fix the epoxy on the countertop then later was told to fix myself with a razorComing from a company like this I am very surprised of the continuing liesI can provide text messages and emails provingI do not want this company near my house to fix these problems I have gotten quotes to fix the problems and to replace the missing cabinet faceI would either want to make this public and let others know to be aware when choosing this company or they can show that they fix their problems and pay up!

Consumer sent following update:MrM*** and I have come to an agreement I wish to drop my complaint against Transitions by Firenza Thank you for your role in helping solve this dispute.*** and *** ***

11/1/Telephone response obtained from the company as follows: The company stated the consumer paid for the job in full and the company had not heard from the consumer with any issues until they received the complaint from the Revdex.com. The company stated they have since spoken to the
consumer. The company stated the correct cabinets were ordered. The company stated that they did not install the cabinets, the consumer or someone else hired by the consumer did the installationThe company stated that the garage can system was an aftermarket product also installed by someone elseThe company stated they have no responsibility with how the cabinets were installed. The company stated that if there is some epoxy glue on surfaces they would send someone out to clean up.The company stated the consumer can contact the owner Anthony F* at *** *** anytime

We can go back and forth on how and why the seam came apart but ultimately the facts are as follows:Granite is a natural stone Open fissures, chips, cracks etccan occur during any stage of the fabrication and installation process If any occur it is completely within industry standard to repair the area(s) In ***'s case, a small chip occurred on his edge which was repaired with the proper technique prior to them moving into the house Then the seam separated, nearly a year after the tops were installed We took the proper procedures to re-level and fill the seam but during that a crack occurred We also took the proper procedure and technique to repair that area***'s counter tops are installed and repaired properly (see attached photos - note the crack area was colored a bit more after this photo was taken, so it is even less visible).We install hundreds of granite counter tops for ***'s builder, *** ***, and they have accepted & approved our work as complete

Business responded to complaint See attached.Business response copied and pasted below by Revdex.com staff 8/14/15August 14, 2015The Revdex.com of ClevelandTo Whom It May Concern:We are in receipt of a letter of complaint to you from our customers, *** and *** *** of
Concord,OhioMany of Ms***’s statements are inaccurate, with others being blatantly untrueWhat is trueis her closing statement: ”The work the crews completed are very satisfactory, so we have no complaintsabout the work”Our business model is a simple oneWe establish budget figures for a project with the clientEach phaseof the process is estimated as to how many days demolition, rough in, carpentry, plumbing and electricalwill take and the general cost for our own vetted trades people to complete the necessary tasksWe thenadd on the general cost of the common construction materials associated with the projectFurther, wehelp the customer with establishing a budget to purchase flooring, plumbing and electrical fixtures,cabinets, flooring, tile, trims, granite, quartz, laminates, etcAll of this is achieved by using our years ofexperience in estimating project costs and input from the customer themselvesOur estimates aregenerousOur goal is always to try to be under the allowance numbersThe customer ultimatelycontributes what they expect to spend on the various components of the projectWhere possible, weextend any discounts given us by well established, Cleveland area companies such as Woodhill Supply(Plumbing fixtures), House of Lights (Electrical Fixtures), Firenza Stone and many more.Our profit is not based on what the customer spends, but on the scope of the work involvedEssentially,we act as project managers with the customer acting as his or her own contractorOur profit is obtainedfrom a ”project fee” based on the scope of the work, not on the cost of the materials or services thecustomer selectsTherefore, it is the customer deciding to go over budget on any item or service, it is theirdecision aloneThey know at the beginning of the process that we will not add to the project fee as aresultWhen a customer wishes to work with us, we only ask for 50% of the project fee to get placed onthe scheduleAs the project progresses and items are ordered, we ask for progress payments weeklyThisgives the customer control of their money and insures that they are satisfied with the progress everyweekWe collect any balance remaining and the balance of the project fee at closingThis normallyinsures complete customer satisfaction.p2Mrand Mrs*** received the same consideration given to all of our customersWe built their budget with themThis is not a handicapped couple as she would have you believeThey are both very activepeople living in an upscale golf communityWe were not contracted to create a handicap shower meetingADA (American Disability Act) standardsRather, we created a shower by removing a tubWe built a curbless entry to make accessibility easierMs*** sites being told that her project would take 3-weeksto completeWhat she is not telling you is that she opted out of a tile shower install to custom fittedquartz slab wallsShe was told that this product would require much more time to install than aconventional tile showerA custom template had to be made for each wallFrom the template, a portionof the slab is cut to fitThe section is then installedTemplate to installation takes at least a week per wall.Each wall is fitted to the last wall to insure a proper fit and a water tight seatJust for that change, threeweeks were added to the project completionIn addition to all of this additional work, we created a watertight quartz frame around an existing window in the showerThis became necessary as their homeowner’sassociation would not allow for any variation to the window type and sizeNormally, we would havereplaced such a window with a water tight glass block window.Further, the *** were told that the custom fitted shower door cannot be measured correctly until theshower walls have been completedFrom measure, fabrication and installation, the time is 2-weeksMr.and Mrs*** were advised of all of these issues from the beginning and though out the project.Mrs*** notes additional charges of “$of miscellaneous charges.” She fails to reveal that somematerial charges were added in error and were neither disputed nor included with the last invoice(Attached) Woodhill Supply’s original invoice to us needed adjustmentAll was rectified, however, Whatshe also left out was our making a custom toilet pedestal to accommodate Mr*** 6’ plus frame andthe customer assistance she received by our design team as part of the projectNo complaints thereShedid receive a vanity that was ordered incorrectly by our supplierIt was not caught as she notesThe onlydifference in the vanity was the depthIt was ordered at a depth of 3” less than standardWhen the errorwas discovered, Transitions by Firenza installed the vanity temporarily with the granite top and sinks soas to accommodate the *** while the correct one was rushed through the factoryWhen the new onearrived, it was exchanged within hours of receipt at the warehouse.During the entire sequence of events from the initial meeting to the final meeting, MrM*** visitedwith the same person, Ray CelluraRay also, assisted Mrand Mrs*** with selections for the project.A new project coordinator, Dan Zanek joined the two at the last meetingHe was simply along as part ofhis duties with the company and training purposes.To imply that Ray and Dan were brought along to intimidate the *** is offensive*** and *** have had an ongoing relationship with Ray CelluraBoth gentleman had no agenda at the finalmeeting and did not actively participateMr***, in particular was very impolite while Mrs***continued her verbal assault on MrM***He was so frustrated with their offensive behavior, hetook payment in the amount that Mrs*** felt she owed.After leaving their home that eveningMrM*** had considered not to pursue the balance owedby the ***Even though he was able to bring the project under budget by nearly $3,We feltthat it would be best to absorb the loss and move on.P3That was until he received Mrs***’ complaint to the Revdex.comNow it is a matter ofretaining our excellent rating and not allowing a less than ethical customer to take advantage of our fairand honest business practicesTherefore, we intend to take any legal remedy available to us to collect theremaining balance due.Respectfully,Transitions by Firenza

Business responded to complaint.  See attached.Business response copied and pasted below by Revdex.com staff 8/14/15August 14, 2015The Revdex.com of ClevelandTo Whom It May Concern:We are in receipt of a letter of complaint to you from our customers, [redacted] and [redacted] of Concord,Ohio. Many of Ms. [redacted]’s statements are inaccurate, with others being blatantly untrue. What is trueis her closing statement: ”The work the crews completed are very satisfactory, so we have no complaintsabout the work. ”Our business model is a simple one. We establish budget figures for a project with the client. Each phaseof the process is estimated as to how many days demolition, rough in, carpentry, plumbing and electricalwill take and the general cost for our own vetted trades people to complete the necessary tasks. We thenadd on the general cost of the common construction materials associated with the project. Further, wehelp the customer with establishing a budget to purchase flooring, plumbing and electrical fixtures,cabinets, flooring, tile, trims, granite, quartz, laminates, etc. All of this is achieved by using our years ofexperience in estimating project costs and input from the customer themselves. Our estimates aregenerous. Our goal is always to try to be under the allowance numbers. The customer ultimatelycontributes what they expect to spend on the various components of the project. Where possible, weextend any discounts given us by well established, Cleveland area companies such as Woodhill Supply(Plumbing fixtures), House of Lights (Electrical Fixtures), Firenza Stone and many more.Our profit is not based on what the customer spends, but on the scope of the work involved. Essentially,we act as project managers with the customer acting as his or her own contractor. Our profit is obtainedfrom a ”project fee” based on the scope of the work, not on the cost of the materials or services thecustomer selects. Therefore, it is the customer deciding to go over budget on any item or service, it is theirdecision alone. They know at the beginning of the process that we will not add to the project fee as aresult. When a customer wishes to work with us, we only ask for 50% of the project fee to get placed onthe schedule. As the project progresses and items are ordered, we ask for progress payments weekly. Thisgives the customer control of their money and insures that they are satisfied with the progress everyweek. We collect any balance remaining and the balance of the project fee at closing. This normallyinsures complete customer satisfaction.p2Mr. and Mrs. [redacted] received the same consideration given to all of our customers. We built their budget with them. This is not a handicapped couple as she would have you believe. They are both very activepeople living in an upscale golf community. We were not contracted to create a handicap shower meetingADA (American Disability Act) standards. Rather, we created a shower by removing a tub. We built a curbless entry to make accessibility easier. Ms. [redacted] sites being told that her project would take 3-4 weeksto complete. What she is not telling you is that she opted out of a tile shower install to custom fittedquartz slab walls. She was told that this product would require much more time to install than aconventional tile shower. A custom template had to be made for each wall. From the template, a portionof the slab is cut to fit. The section is then installed. Template to installation takes at least a week per wall.Each wall is fitted to the last wall to insure a proper fit and a water tight seat. Just for that change, threeweeks were added to the project completion. In addition to all of this additional work, we created a watertight quartz frame around an existing window in the shower. This became necessary as their homeowner’sassociation would not allow for any variation to the window type and size. Normally, we would havereplaced such a window with a water tight glass block window.Further, the [redacted] were told that the custom fitted shower door cannot be measured correctly until theshower walls have been completed. From measure, fabrication and installation, the time is 2-3 weeks. Mr.and Mrs. [redacted] were advised of all of these issues from the beginning and though out the project.Mrs. [redacted] notes additional charges of “$700.00 of miscellaneous charges.” She fails to reveal that somematerial charges were added in error and were neither disputed nor included with the last invoice(Attached) Woodhill Supply’s original invoice to us needed adjustment. All was rectified, however, Whatshe also left out was our making a custom toilet pedestal to accommodate Mr. [redacted] 6’ plus frame andthe customer assistance she received by our design team as part of the project. No complaints there. Shedid receive a vanity that was ordered incorrectly by our supplier. It was not caught as she notes. The onlydifference in the vanity was the depth. It was ordered at a depth of 3” less than standard. When the errorwas discovered, Transitions by Firenza installed the vanity temporarily with the granite top and sinks soas to accommodate the [redacted] while the correct one was rushed through the factory. When the new onearrived, it was exchanged within hours of receipt at the warehouse.During the entire sequence of events from the initial meeting to the final meeting, Mr. M[redacted] visitedwith the same person, Ray Cellura. Ray also, assisted Mr. and Mrs. [redacted] with selections for the project.A new project coordinator, Dan Zanek joined the two at the last meeting. He was simply along as part ofhis duties with the company and training purposes.To imply that Ray and Dan were brought along to intimidate the [redacted] is offensive. [redacted] and [redacted] have had an ongoing relationship with Ray Cellura. Both gentleman had no agenda at the finalmeeting and did not actively participate. Mr. [redacted], in particular was very impolite while Mrs. [redacted]continued her verbal assault on Mr. M[redacted]. He was so frustrated with their offensive behavior, hetook payment in the amount that Mrs. [redacted] felt she owed.After leaving their home that evening. Mr. M[redacted] had considered not to pursue the balance owedby the [redacted]. Even though he was able to bring the project under budget by nearly $3,000.00. We feltthat it would be best to absorb the loss and move on.P3That was until he received Mrs. [redacted]’ complaint to the Revdex.com. Now it is a matter ofretaining our excellent rating and not allowing a less than ethical customer to take advantage of our fairand honest business practices. Therefore, we intend to take any legal remedy available to us to collect theremaining balance due.Respectfully,Transitions by Firenza

Check fields!

Write a review of Firenza Stone, Inc

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Firenza Stone, Inc Rating

Overall satisfaction rating

Address: 36420 Biltmore Place, Unit #2, Willoughby, Ohio, United States, 44094

Phone:

Show more...

Add contact information for Firenza Stone, Inc

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated