Complaints

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• Initial Complaint

  Date:26/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Soulstone was contracted by us at the end of 2021 to perform an entire kitchen remodel.
  
  Following the signing of the contract we were met with several obstacles. Each time Covid was the excuse for their deviation from the timeline which is understandable.
  
  However the workmanship, which we had questioned on multiple occasions, became the real issue.
  
  Then a few months into our “10year” warranty our countertops began to fall apart. Following multiple emails and 2 failed attempts to resolve the defects we were forced to pursue legal action.
  
  Since then I have given both the franchise owners and the owner himself multiple opportunities to resolve the issue, with no recourse. Now it has been 3 months and I’m left with a kitchen island literally crumbling in the house.
  
  We have had to rely on friends that are local and happen to be peace officers come and remove portions of the countertop to alleviate the concern for my families safety.
  
  There is currently no plan for them to reimburse us for our cost, and or hold up to their end of the warranty. At this point the counter cannot be fixed and simply needs to be removed and replaced.

  Business Response

  Date: 07/09/2022

   

  Customer hired our company to complete cabinetry and stone work for a kitchen renovation. A deposit to commence work was received Nov 2021 and fabrication of the millwork went into production Nov 30th once the customer was happy with the kitchen layout. All parties were working well together at this time. To complete the millwork a timeline was advised to the customer of 6-8 weeks taking into account we were entering the holiday season and the manufacture would have some closures. Customer did not like this timeline and begun to put pressure on the system and insiste on a faster turnaround due to husband working in the US. We advised we appreciated the situation and would do our best to meet the request. Unfortunately, we also entered into a lockdown coming out of 2021 in Ontario creating a challenge for the industry as a whole but the manufacture did there best to get the millwork complete as quickly as possible. We installed the customers millwork end of January. At this time the customers also advised that they had a issue with the hired flooring company (as the replaced all there floors) and they now had to bring in a "buddy" to help them get the work complete. As per our scheduled delivery date they did not have the flooring completed but insisted we move forward with the install of the cabinetry. We completed install and did have a few deficiencies we noted and came back to correct them all. We also installed natural stone for the customers in February and they were over the moon excited with the finished product. A final walk through was scheduled to go over any final items and the customers missed this appointment and did show up because they had booked a tile appointment at the same time. They told us everything was good and left a bank draft for final payment at our showroom. Months later at the end of June we received a call from the homeowner advising the joint on one waterfall side of the island had split. We quickly responded and GMI Stone (who warrenty the works) sent out a techanition to look at the issue and fixed the waterfall. The home owner called back saying they were not happy with the fix as the colour of the seam was slightly different from the original. We responded again working out a date we could send the tech back to look. They were irate and demanded it all be grinded out and redone- this was against our recommendation. Also, the tech reported to GMI Stone that they believed the crack in seam occured due to impact of shift in flooring as they did not install there new floors under the cabinet feet and with the change of weather a shift occurred. The homeowner in June took to social media and slandered our company online leading to threats on our business and family in the small community we live in. From that point this file has been in the hands of legal counsel and we have been advised to not communicate with them. At the end of August the customer has taken again to the internet, reviews and *** to further slander our company. Calling us disparaging names online and in the community to destroy our brand. Again, this matter is with legal counsel. 

  Customer Answer

  Date: 08/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:  Please see then responses to their inaccurate statement.

  Customer hired our company
  to complete cabinetry and stone work for a kitchen renovation. A deposit to
  commence work was received Nov 2021 and fabrication of the millwork went into
  production Nov 30th once the customer was happy with the kitchen layout. All
  parties were working well together at this time. To complete the millwork a
  timeline was advised to the customer of 6-8 weeks taking into account we were
  entering the holiday season and the manufacture would have some closures.
  

  Response: Unfortunately,
  prior to receiving the email on Nov 30th confirming the 6-8 weeks
  timeline I was assured that due to the simplicity of our cabinet layout 6 weeks
  should be sufficient which is why I planned to be on site and have everything
  complete up to Soul stone’s requirement by the middle of January. I was unhappy
  with the timeline but not unreasonable. In the end when the cabinets arrived damaged,
  and painted the wrong colors with the wrong doors then the nightmare began.
  

  Customer did not like this
  timeline and begun to put pressure on the system and insiste on a faster
  turnaround due to husband working in the US. We advised we appreciated the
  situation and would do our best to meet the request. Unfortunately, we also
  entered into a lockdown coming out of 2021 in Ontario creating a challenge for
  the industry as a whole but the manufacture did there best to get the millwork
  complete as quickly as possible.
  

  Response: The millwork
  was just not done properly.
  

  We installed the customers
  millwork end of January.
  

  Response: This is also
  not true because I have a photograph from ***** on Feb 2nd where the
  cabinets were not installed, and we were still waiting on the cabinet doors and
  shelves which were previously delivered with the cabinets but were incorrect
  from what was ordered and approved.
  

  At this time the customers
  also advised that they had a issue with the hired flooring company (as the
  replaced all there floors) and they now had to bring in a "buddy" to
  help them get the work complete.

  Response: This is irrelevant to the matter.
  

  As per our scheduled
  delivery date they did not have the flooring completed but insisted we move
  forward with the install of the cabinetry.
  

  Response: The flooring is not to be
  installed under the cabinets, as per the manufacturer's installation instructions, so we needed them in place. Once the cabinets were installed the
  floor was promptly installed to support the countertop installation. This was
  also discussed with both you and ***** well before the cabinets arrived.
  

  We completed install and did
  have a few deficiencies we noted and came back to correct them all. We also
  installed natural stone for the customers in February and they were over the
  moon excited with the finished product. A final walk through was scheduled to
  go over any final items and the customers missed this appointment and did show
  up because they had booked a tile appointment at the same time.
  

  Response: These touch-ups
  were noted by US not by anyone on your team and they were still being completed
  on Feb 24th. Once again Soul Stone chose to schedule this final walk
  through with no set time and unfortunately because they were so delayed in
  completing their project I had to make moves to complete the job in a more
  timely manner.
  

  They told us everything was
  good and left a bank draft for final payment at our showroom.
  

  Response: I had asked *****
  if he was on site and could verify that the work was complete. He said yes, so I
  remarked “consider the job done”. At which point we returned home to find that
  not only had they let our cats out of our home, but the job was not finished. However
  now that they had our money, we were directed to head office and contacts we
  had never met. This started a very time-consuming process to have these minor
  deficiencies rectified.
  

  Months later at the end of
  June we received a call from the homeowner advising the joint on one waterfall
  side of the island had split.
  

  Response: Actually, it was
  the beginning of June, June 6th to be exact. So, we had the countertop
  for approximately 96 days before it had split.
  

  We quickly responded and GMI
  Stone (who warrenty the works) sent out a techanition to look at the issue and
  fixed the waterfall.
  

  Response: Which did not
  address the cause of the defect but merely an attempt to further cover up the
  poor quality.
  

  The home owner called back
  saying they were not happy with the fix as the colour of the seam was slightly
  different from the original.
  

  Response: It was grey,
  and the original color was white, and the epoxy was full of holes and it looked
  terrible.
  

  We responded again working
  out a date we could send the tech back to look. They were irate and demanded it
  all be grinded out and redone- this was against our recommendation.
  

  Response: This is a lie, we were irate as you would be seeing that the countertop is less than 6 months
  old, and there were no recommendations made as the technician started to chisel
  the epoxy out with a hammer and screwdriver. At which time we quickly called
  Soul stone customer service to get this technician to better understand the
  problem. At which point the tech quickly filled the gap with caulking and left.
  

  Also, the tech reported to
  GMI Stone that they believed the crack in seam occured due to impact of shift
  in flooring as they did not install there new floors under the cabinet feet and
  with the change of weather a shift occurred.
  

  Response: These floors
  are not to be installed under cabinetry. Now that the other side has also separated
  it highlights the fact that the top slab is too short to allow for the
  expansion and contraction of the cabinets that they installed, which is a manufacturing
  defect.
  

  The homeowner in June took
  to social media and slandered. our company online leading to threats on our
  business and family in the small community we live in.
  

  Response: Slander only
  occurs when using FALSE spoken statements which we did not do, and we had only
  taken to social media following the complete lack of empathy for the situation
  that they had put us in.
  

  From that point this file
  has been in the hands of legal counsel and we have been advised to not
  communicate with them. At the end of August the customer has taken again to the
  internet, reviews and *** to further slander our company.
  

  Response: I need something
  done not only has the other side now completely detached but this counter has
  become a severe safety concern for me, my 3 small children, and my animals.
  

  Calling us disparaging names
  online and in the community to destroy our brand. Again, this matter is with
  legal counsel. 
  

  Response: There has been
  no name calling just facts if they aren’t happy with the result then perhaps, they
  should settle this matter. Anyone would be upset to have this dangerous eyesore
  in their kitchen and have no response. The only reason legal counsel is
  involved is because of the inability to reach anyone to have the warranty
  honored, and the dollar amount spent.

  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 09/09/2022

  To ***** and ***,

  We understand you have made this personal and your feelings are hurt. Your actions have damaged our family and business irreparably and forced us into a position that we could no longer help you with this situation. The only ones that can help you with this issue is GMI Stone - we have been told that they have offered you replacement pieces and compensation, but you have refused the offer and denied access for further resolution.

  Please understand we do have empathy for your situation but as you are aware we are solely the design and showroom for GMI Stone. We are not personally the technicians, installers or manufacturers thus why the warranty is with GMI Stone.

  You have called us a crook by name and posted our personal cell phone numbers on the internet, please understand your money is with GMI Stone. We have stolen nothing from you. This claim is false and very misleading to the public.

  We have communication between yourself and *** that is very amicable and it is unfortunate that this has escalated in such a way. But you have not tried to call us directly. You have our business phones number and claim online you have tried to reach us but we have not re a single call or voicemail. *** spoke to an employee in June and didn’t ask or give us an opportunity to even speak with her (***) directly  before she jumped on Instagram with defamatory statements inciting rage  and hate in the community.  Where we received threats and had to leave the area. All done without even asking to speak to us directly. ave no ill will towards either of you. 

  Please understand once you did not attend the final walk through. GMI Stone would not allow us to continue communication as it now was a warranty issue.

  So ***** how do you want us to help you after what you and *** have done? We are reasonable people and even after your misrepresentation online to the public we have no ill will towards you. Please find empathy within yourselves to understand their are three sides to every story and we may disagree on the sequence of events but we are good people. 

  Customer Answer

  Date: 11/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  You are correct that this is personal. This is our home
  and we have given you our money. Neither you or ***** have even bothered to
  come see the disaster that has been left.
  We signed a contract with your business to create a dream
  kitchen we have saved for and at every turn there have been issues and instead
  of fixing them, you have continually blamed us and refused to make it right.
  Any damage done to your business or reputation is a result of your inaction and
  lays on your shoulders alone.
  
  The person at GMI, whom you so quickly passed us off to,
  did offer to try and find stone to replace the ONE side that split. However, as
  we have explained the entire top piece was cut too small and the “repair” that
  was initially done to the one side was so poorly done there is no way to save
  the stone. I had called Sheri at your office phone number when he was in my
  home, letting her know I had to stop him from continuing to go at the island
  with a hammer and flat head screwdriver. The damage is not and never was our
  fault and the unprofessional way you attempted to repair it is beyond
  upsetting. Then the second side of our island split and completely came off. I
  emailed you and ***** as soon as this happened begging for help as the heavy
  stone was hanging and received zero response. At which point we were contacted
  by Aman @ GMI Stone who discussed a refund for the stone, however, it would be
  based on a conversation between you and ***** and now you are passing the buck
  to him. Also, this was not ever going to cover the entire counter which needs
  to go.  Further demonstrating our
  frustration with your company.
  
  We have come to realize that not only are you both not
  contractors but have zero experience in kitchens or stone which is not how you
  presented yourselves. You came into our home and sold us a kitchen and now you
  are saying you have zero responsibility for the fact that it has fallen apart.
  That is why your business is in trouble.
  
  We have never posted personal phone numbers, that
  statement is a lie. You took our money and did not leave us with a kitchen that
  was completed. If that isn’t theft, I don’t know what is. ***** and I both have
  call history as well as numerous emails and texts that show how many times we
  tried to reach both you and ***** and the last email from ***** said she would
  not speak with us again. Not to mention the texts which clearly show when you
  stopped accepting them. Texts from you both were hostile and rude beyond
  anything we have encountered so again, the statement we never tried to reach
  you is absurd and an outright lie.
  
  We missed the final walk through because as was done
  throughout this process, we weren’t notified about the appointment until right
  before you were coming and yes, we had another appointment. We were not sitting
  around waiting for your team…we had done that for months. However, we were there
  when the tech arrived and one would think touch-ups should be quite straight
  forward, considering you had pictures.  Now you say it is the responsibility of GMI
  alone to make this right, people we’ve never met, and who have been hard to
  deal with since the beginning. They have never been to our home and like you
  have blamed us for the broken stone. They also said they would only help us if
  we stopped talking about all of the issues we have had. This is absurd.
  
  After all of this you have the nerve to ask how you can
  help us after what “we’ve done?”
  Again, we have done nothing. We have $9000 worth of
  broken stone in my home and now in my garage and how can you help?? You could
  have shown up and seen the mess and the danger that was left. It’s too late for
  that now, you and your team are not welcome in my home. Honor your warranty, what
  we want is our money back so we can have a reputable company come in to remove
  and replace the stone so we can have a kitchen, a kitchen we have already paid
  for in full.
  The fact remains our island was installed incorrectly
  from the start, and the “repairs” only further damaged the stone.  As of today, it is left broken and covered in
  duck tape in my home. If this was your home you would be as upset as we are, and
  any morals you may hold would govern you to make the right choice.
  
  Do the right thing and return our money so we can finally
  have our home back. This is what our counter looks like as of right now.

  
  
  
  Sincerely,
  
  
  
  ***** ********