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:08/22/2023

  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.

  We had quartz and sinks installed by Custom Stone Works at our condo. After install we noticed that the kitchen faucet was extremely lose. We contacted Mr. ********************** about the problem and he came back out and attempted to tighten the faucet. Received a text from Mr. ********************** that he tightened the sink. Upon inspection the faucet was still lose. We advised Mr. ********************** that there are to many holes and drilled incorrectly. Mr. ********************** agreed to meet us at the job site. Mr. ********************** was immediately defensive and refused to look under the sink nor the pictures taken of the issue. His only response was he's been in business for 30 years and he knows holes. Not only did we have a handy man but a licensed plumber confirmed that due to multiple holes drilled through the sink lip, the faucet wouldn't secure. As well we advised Mr. ********************** during initial walk thru that we wanted to save and use the 3 bathroom faucets and Mr. ********************** agreed. The only communication/direction received from Mr. ********************** was to have our plumber disconnect the faucet. This was done however the demo ********** by Mr. ********************** through out the faucets and we had to replace them.

  Business Response

  Date: 08/30/2023

  Custom Stone Works ("Company") stands behind its work, strong reputation and multi-decade experience. Company has never had an issue with core holes in nor heard of a faucet not being able to be secured by a competent plumber. Company visited the job site and determined the best course of action was to hire a plumber to secure the faucet. Company, outside of its usual scope, offered to pay a plumber to secure the faucet. Customer declined.

  On August 23, 2023, the *** issued a Dismissal Letter for customer's claim. Company continues to have a completely clean record with the ***, which is easily accessible public information. 

  In regards to old faucets being thrown away, Company offered reimbursement for the amount paid by the customer for new faucets.  Company's offer to pay for the missing faucets was acknowledged and accepted by customer as a reduction from the final balance owed.
  

  Customer believes they were treated poorly by Mr. ********************** and admitted that the run of online comments was about poor treatment. It is regrettable that they feel this way.  It is never our intent to leave any customer feeling as if they were not appreciated or unheard. However, we also ask to be treated like experts in our craft and heard when we provide options and resolution. That being said, we are at an impasse as to belief about whether the faucet core hole was ever an issue. Company is relying on its years of experience in the trade and believes it was not.  Customer believes it was and yet admits there has been resolution by a plumber. This was always the suggested resolution from Company. A competent plumber knows how to secure a faucet to a countertop so long as the core hole is large enough for a faucet to make its way through the stone. That was the case here. Company was hired to fabricate and install countertops. That obligation was fulfilled.