Complaints

This profile includes complaints for Gem Surfaces. LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gem Surfaces. LLC

  201 W Lester St Tucson, AZ 85705-6551

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  Gem Surfaces. LLC

  PO Box 50609 Tucson, AZ 85703-1609

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:04/24/2025

  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.

  I have been purchasing from this company for at least over a two year period but now I have missing packages and they wont resolve that issue or return my emails. This has been a stand off of not communicating with me for three months or responding to my emails to solve the issues.

  Business Response

  Date: 05/16/2025

  Dear *** *******,

  I am writing to formally request that the complaint filed by ******* ***** under Complaint ID# ******** against Norcross be dismissed entirely.

  I was made aware of this complaint last Wednesday; however, due to uncertainty about its legitimacy, I did not initially view it as urgent. The letter was not dated, lacked a formal letterhead, and stated that we had 10 days to respond. Given this timeline, I assumed there was still adequate time to address the matter if needed.

  Upon reviewing the details of this complaint, we have found that the claims made by *** ***** lack merit and do not accurately reflect the business transactions between her and Norcross. *** ***** has a long history of inconsistent payments and has canceled invoices without penalties despite our companys courtesy in accommodating her requests.  Over the past three years, she has had multiple invoices (see attached invoice data) of nearly $20,000 worth of products while paying only a very small fraction of the cost. Despite our ongoing goodwill in allowing flexibility, she has repeatedly failed to meet her payment obligations.

  Furthermore, *** ***** relocated to a different address and notified us only after several of her packages had already been sent out for delivery. Our records show that she has been repeatedly reminded of outstanding invoices and notified of cancellations due to non-payment within the past 30 to 60 days. Attached are email correspondences showing that she actively attempted to negotiate payment extensions for her invoices, and she is in constant communication despite a claim of standoff of not communicating with me for three months or responding to my emails to solve the issues. 

  Additionally, we have gone above and beyond to address *** ****** concerns. She expressed a desire to obtain specific items from previous invoices, and in response, we extended a one-month courtesy period for her to make payments on those items. Furthermore, despite having proof of delivery along with other shipped products, we provided her with a credit for the items she claimed she did not receive. ( see attached correspondences) These accommodations demonstrate our ongoing efforts to work in good faith and provide resolutions whenever possible.

  Regarding the item in question (Invoice #***********), *** ***** claimed it on January 31, 2025, but did not pay for it until March 5, 2025. This item was shipped along with two other products that she successfully received (CM33347, CM33782). Attached are the shipping records (SHIP #***, 347, 782) verifying the delivery of this order. Additionally, we have documented multiple responses from different team members addressing her concerns, demonstrating our continuous efforts to provide resolution and maintain transparency.

  Given the facts presented and the supporting documentation, I respectfully request that the complaint against Norcross be dismissed in its entirety. Please advise on the next steps or if further information is required to process this request.

  Thank you for your time and attention to this matter. I appreciate your assistance in ensuring a fair and accurate resolution.

  Sincerely,

  
  

  Customer Answer

  Date: 05/16/2025

  I don't believe my letters lack merit and it is very accurate I was emailed on March 10th that my issues would be resolved in a week and the person still hasn't responded. After making my payments I have sent numerous emails to the shipping department to try to verify my new address, however, the package still was sent to the wrong address repeatedly.  

  In the past management has worked with me to help with payment options on the invoices, but I was not going to pay when my packages are being sent to the wrong address which is a common causality for most of their customers.  The wait time and poor customer service received is the problem and they only want to try to resolve now because they don't want the poor rating. 

   

  Please note: I have received the credit only after I've filed this complaint and had to send the paid invoice three times.  They have not gone above and beyond.

  Business Response

  Date: 05/20/2025

  Dear Mrs. ***************** you for your continued engagement regarding Ms. ***** concerns.
  Id like to clarify that our final communication with Ms. ***** concluded with what we understood to be a resolution. In that exchange, she acknowledged the steps we had taken but indicated that there was nothing further she could do in terms of retracting her complaint.
  As you suggested, we made every effort to resolve the matter directly. Ms. ***** was issued a credit and granted extended due dates for the items in questionan accommodation we have only extended to one other customer as a courtesy.

  Id like to note that your response was addressed to a ******* ******. There is no one by that name currently employed at ********* nor has there ever been an individual by that name affiliated with our organization.
  For your reference, Ive attached a copy of our email to Ms. ****** sent just a few days prior to my previous response, which outlines the resolution we provided.
  Please let me know if any further clarification is needed.
  Sincerely,