Stone Systems of Arizona

Timeline of project: Customer advised that their cabinets would be ready to measure 10/20, we measured 10/Project info sent to store 10/and store sent finally PO release to us 11/At this time , as per our company procedure, customer is advised to go to the supplier to select slabs Original install was done 11/17, this was about weeks from final PO; not weeks.Counter had some gaps along back wall and we offered free (4" high splash) to cover gapsCustomer was agreeableOn Wednesday (11/23), customer spoke to our office and requested pics be sent of the splashIn error, our sales rep texted the pics to the customer's home number, not cel phoneObviously, the customer didn't receive them Pieces were ready to go out for install 11/28, as scheduledThe morning of install, the installer noticed one of the pieces had some pink hues and advised that the customer will not like thatCustomer was advised of this 11/Customer was sent new pics 11/and the pink piece was remadeThe splashes are scheduled to be installed 11/With respect to the customer's comment about no response from the General Manager- the customer called the office times between 9am-11:30AM on a morning where the GM was not working in the officeOur customer service manager did call the customer about 11:to reschedule the install for the splashesThe customer's messages were received by the GM around Noon and the GM did call the customer for follow up at that time

Complaint 9-18-customer [redacted] Customer complaint that installer damaged the refrigerator We inform every customer at time of scheduling that all appliances excluding dishwasher should be removed from work area prior to install Customer states the damage was not noticed until a day or so after the install The picture provided by the customer shows a large scratch down the front of the refrigerator door starting at top of door (see included picture) I do not believe the granite would have been raised high enough to cause a scratch that high, furthermore this appears to be a very noticeable scratch Why did it take a day or more for customer to notice this? The customer also has the option to file a general liability claim for damaged property A claim was never filed through The [redacted] ***

We contracted through [redacted] for our cabinets and granite under their buy more save more program We were assured Stone Systems was a professional organization When they came out to measure we found they did not utilize a laser system for measuring which is now standard in the industry He assured us since our kitchen was on the smaller end of the scale a laser was not necessary We asked about fabrication of our slabs and they also assured us they would cut so the grain would flow at the seams The day of the installation the slabs where shoddy workmanship at best The seams did not match the installers were bottom of the barrel When my husband started questioning them about their work they got irate with him I contacted my kitchen designer at [redacted] and she had Stone Systems Contact us and I advise them we were very unhappy with the fabrication and the installers He said he would talk to his manager and get back to me and of course no call back I would not recommend you go through [redacted] for granite purchases!

The final pieces of countertop splash were installed today and customer signed off completion waiverThank you

10-28-complaint *** ***
When customers select granite or marble at Arizona Tile (AZT), they agree to the entire slab The product is sold by the square foot through the home depot program An agreement is signed by customer stating that AZT cannot guarantee any part
of the slab will be included or excluded in the final product See attached document signed by Jeff Huget (customer) This said customer was not happy with a natural vein in the material Keep in mind this is a natural product and natural veining is inherent of the product Furthermore, I offer to replace said piece at no charge to the customer through The Home Depot stating customer was welcome to come to our facility and choose a remnant in same material

Timeline of project: Customer advised that their cabinets would be ready to measure 10/20, we measured 10/21. Project info sent to store 10/25 and store sent finally PO release to us 11/2. At this time , as per our company procedure, customer is advised to go to the supplier to select slabs....

Original install was done 11/17, this was about 2 weeks from final PO; not 8 weeks.Counter had some gaps along back wall and we offered free (4" high splash) to cover gaps. Customer was agreeable. On Wednesday (11/23), customer spoke to our office and requested pics be sent of the splash. In error, our sales rep texted the pics to the customer's home number, not cel phone. Obviously, the customer didn't receive them.
Pieces were ready to go out for install 11/28, as scheduled. The morning of install, the installer noticed one of the pieces had some pink hues and advised that the customer will not like that. Customer was advised of this 11/28. Customer was sent new pics 11/28 and the pink piece was remade. The splashes are scheduled to be installed 11/30.
With respect to the customer's comment about no response from the General Manager- the customer called the office 3 times between 9am-11:30AM on a morning where the GM was not working in the office. Our customer service manager did call the customer about 11:30 to reschedule the install for the splashes. The customer's messages were received by the GM around Noon and the GM did call the customer for follow up at that time.

We contracted through [redacted] for our cabinets and granite under their buy more save more program. We were assured Stone Systems was a professional organization. When they came out to measure we found they did not utilize a laser system for measuring which is now standard in the industry. He assured us since our kitchen was on the smaller end of the scale a laser was not necessary. We asked about fabrication of our slabs and they also assured us they would cut so the grain would flow at the seams. The day of the installation the slabs where shoddy workmanship at best. The seams did not match the installers were bottom of the barrel. When my husband started questioning them about their work they got irate with him. I contacted my kitchen designer at [redacted] and she had Stone Systems Contact us and I advise them we were very unhappy with the fabrication and the installers. He said he would talk to his manager and get back to me and of course no call back. I would not recommend you go through [redacted] for granite purchases!

Complaint 9-18-15 customer [redacted]
Customer complaint that installer damaged the refrigerator.   We inform every customer at time of scheduling that all appliances excluding dishwasher should be removed from work area prior to install.  Customer states the damage...

was not noticed until a day or so after the install.  The picture provided by the customer shows a large scratch down the front of the refrigerator door starting at top of door (see included picture).  I do not believe the granite would have been raised high enough to cause a scratch that high, furthermore this appears to be a very noticeable scratch.  Why did it take a day or more for customer to notice this?  The customer also has the option to file a general liability claim for damaged property.  A claim was never filed through The [redacted].

Complaint 7-28-15.  Customer [redacted]We removed and replace counter tops and back splash for three vanity areas on this job.  The original splash was shorter under the mirror than the side splashes.  Upon...

completion of install customer was unhappy that the side splash did not go as high as the old splash and cover old pint lines.  We offered to make the side splash higher as well as the back provided the home owner was responsible for removing the mirror.  Stone Systems is not contracted to do such work.  This is stated and signed off by customer, [redacted], prior to fabrication of product.  We also offered to remake side splash taller and leave back splash the same if customer wished to leave mirror as is.  Stone Systems is very care when removing old tops, but minor damage often occurs as this is not a minor remodel.  Signed form also states customer is responsible for these minor touch ups and repair.  This is also signed by [redacted] (see attached form).I feel Stone Systems upheld and completed contract fully.  We offered [redacted] multiple options to correct his complaints at no addition cost form Stone Systems.

The complaint will be resolved IF and When the back splashes are installed correctlt in addition, Yes the GM did call and said he would send new pictures of the back splash and as of yet....has not done so by either cell phone which he has as well as my email address. Also, I asked for our sample to be returned in order to select a tile color that mathes for a wall back spalsh. this request was asked to "Wanda" and there has been no reply.

10-28-15 complaint [redacted]
When customers select granite or marble at Arizona Tile (AZT), they agree to the entire slab.  The product is sold by the square foot through the home depot program.   An agreement is signed by customer stating that AZT cannot guarantee any part...

of the slab will be included or excluded in the final product.  See attached document signed by Jeff Huget (customer) This said customer was not happy with a natural vein in the material.   Keep in mind this is a natural product and natural veining is inherent of the product.   Furthermore, I offer to replace said piece at no charge to the customer through The Home Depot stating customer was welcome to come to our facility and choose a remnant in same material.

Complaint 7-28-15.  Customer [redacted]We removed and replace counter tops and back splash for three vanity areas on this job.  The original splash was shorter under the mirror than the side splashes.  Upon...

completion of install customer was unhappy that the side splash did not go as high as the old splash and cover old pint lines.  We offered to make the side splash higher as well as the back provided the home owner was responsible for removing the mirror.  Stone Systems is not contracted to do such work.  This is stated and signed off by customer, [redacted], prior to fabrication of product.  We also offered to remake side splash taller and leave back splash the same if customer wished to leave mirror as is.  Stone Systems is very care when removing old tops, but minor damage often occurs as this is not a minor remodel.  Signed form also states customer is responsible for these minor touch ups and repair.  This is also signed by [redacted] (see attached form).I feel Stone Systems upheld and completed contract fully.  We offered [redacted] multiple options to correct his complaints at no addition cost form Stone Systems.

We contracted through [redacted] for our cabinets and granite under their buy more save more program. We were assured Stone Systems was a professional organization. When they came out to measure we found they did not utilize a laser system for measuring which is now standard in the industry. He assured us since our kitchen was on the smaller end of the scale a laser was not necessary. We asked about fabrication of our slabs and they also assured us they would cut so the grain would flow at the seams. The day of the installation the slabs where shoddy workmanship at best. The seams did not match the installers were bottom of the barrel. When my husband started questioning them about their work they got irate with him. I contacted my kitchen designer at [redacted] and she had Stone Systems Contact us and I advise them we were very unhappy with the fabrication and the installers. He said he would talk to his manager and get back to me and of course no call back. I would not recommend you go through [redacted] for granite purchases!

I purchased Granite for my kitchen cabinets through Lowe's. I was told that they contract out to Stone Systems of Arizona for their granite. Stone systems came out three weeks after I purchased my granite to install them. The install guys broke the granite while they were cutting it. Their excuse was that my sink was too big. What BS, the guy broke the counter in four places, he told me that they would try to repair it anyway. You could see all four cracks in the granite when he was finished. Lowe's contacted me and ask how my install went. I told them that the install guy had broken the granite. They came out to investigate. They agreed that the granite should be replaced.On Friday Stone systems called me and informed me that they were 15 minutes out, and would be out to install the replacement granite. They came out and told me that my cabinets were not level that I needed to get them leveled before Monday morning as they would be back on to install the granite. I paid to have someone come out and level the cabinets so that I would be ready for the install on Monday. They never came. I called the install guy he told me that he had no intent to come out today, that he told me that he would reschedule the install early Monday morning. Again BS, they told me on Friday that there was no sense in hooking up my sink as they would be here bright and early on Monday. I told them that they had to be here as I was having surgery this week. They assured me that they would be here early on Monday. I called Lowe's and complained. Stone systems called and told me that they would be out on Wednesday. That isn't acceptable. I explained what I had been told, and stated that I wanted to talk to the manager. I was transferred to "Rick" he told me that apologized for the misunderstanding, that the install guys can't schedule the install and that they didn't have any openings until Wednesday. Again I told him that this was not acceptable. I have been left high and dry, no kitchen sink, as the install guys refused to set up a make shift area for my sink sense they were going to be back out on Monday. I can't wash dishes, as my dishwasher had to be disconnected. I'm just stranded. He couldn't of cared less. He made me feel that I'm the one that was lying. HIS COMPANY LIED. First they broke the granite then tried to say it was a hairline fracture, when in fact it was broken if 4 places from his original cut. Second they didn't call me to schedule the new install on Friday, they called and told me that they would be at my house in 15 minutes. Then they told me that they would be out early Monday morning. I'm pissed. I am having surgery this week and needed this done today not later in the week. To bad that they are booked, my install should be first due to their screw up. MY ADVICE DON'T DO BUSINESS WITH STONE SYSTEMS OF ARIZONA.

Complaint 9-18-15 customer [redacted]
Customer complaint that installer damaged the refrigerator.   We inform every customer at time of scheduling that all appliances excluding dishwasher should be removed from work area prior to install.  Customer states the damage...

was not noticed until a day or so after the install.  The picture provided by the customer shows a large scratch down the front of the refrigerator door starting at top of door (see included picture).  I do not believe the granite would have been raised high enough to cause a scratch that high, furthermore this appears to be a very noticeable scratch.  Why did it take a day or more for customer to notice this?  The customer also has the option to file a general liability claim for damaged property.  A claim was never filed through The [redacted].