Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/11/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I hired Casati Stone to install quartz countertops in my kitchen. They were prompt to come and measure and provided me a reasonable quote. I paid them half the total cost prior to installation and half once they completed the install. The total was $3660 CAD. On installation day, I could not get a hold of anyone. I asked numerous times to provide me an estimated time of arrival to which my request was ignored until they showed up midday. I did not complain about this, ******** **************. While installing one section of counter they damaged part of my cabinets & paint. I paid them anyways once complete but sent an email to the owner requesting a refund of approximately $90 to cover the cost of the cabinet paint I would now have to purchase to fix the cabinet. I got no reply. A few days after the installation, my husband noticed the overhang on the drawer-side of the island was not straight. We required a minimum of 1 1/8 in overhang on that side- one corner has a 1in overhang and the opposite corner (on the same side) is only 1/2in overhang. Because of this, our drawers will now stick out past the counter on one side of the island only. Hence, they installed the entire piece crooked which is improper installation. I contacted them as soon as we noticed, provided pictures & asked for them to fix it. I spent days to weeks attempting to contact them when they finally said they would send installers out. When they finally came, they showed up at 8pm on a Saturday night after I specifically asked them to come before 4pm. They stated it was too heavy to fix and left. I called the owner immediately and since then have been told "it is only 1/8 of an inch so its fine" when in fact it is a full 1/2 inch crooked. They are now not responding to calls or emails and not providing a refund of any kind. I require the counter to be fixed/replaced or a full refund be provided so I can hire someone else to do the work. I have email & text thread to support.

  Business Response

  Date: 08/12/2022

  Hello, 

   

  We completed our work professionally. After the installation, we always ask the customer to check everything then pay the remaining balance. Customer only pay when the work is done. Customer was satisfied after the installation. Regarding damaging paint of the cabinet it was not installation team fault. Customer also mentioned this. In good faith we completed our work as promised.

   

  * ******** *** ********** ** ******** ******

  Thank you 

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The problem we encountered was found days after the installation was completed. I did not measure the counter overhang while the installers were present as I did not think I needed to- they are the professionals, not me, and I put my trust in them that those types of things would be checked prior to them departing. If the installation was completed correctly, the overhang would be straight. It is very simple. The installer would not leave my property without payment therefore I paid. I was told to reach out to receive compensation for the damage to the paint at the time. I attempted to send an understanding email as it was obviously a mistake on their part, but nonetheless it happened and proper customer service would rectify that promptly. I guess this was a mistake. The paint is the smallest problem we have. The counter is crooked which means the installation was completed wrong. Nowhere in the world is crooked installation considered proper installation practices. Just because I sent payment does not remove the fact that the problem was found and I have reached out numerous times without a response from the business to rectify the situation. This is actually the first response I have received from them in weeks. 
  
  
  
  Sincerely,
  
  
  
  ****** ****