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Business Profile

Natural Stone

Stone West, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Stone West, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:09/29/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 purchased one 95” by 46” slab of sodalite stone material on December 28, 2021 from this firm. It was one of a bundle of six slabs, arranged horizontally with one finished face showing. We selected the top slab, that is, the one with the finished face showing. The sales staff moved some of the other slabs around but the one with the finished face showing was in our opinion the best suited of the lot for our purposes, and we chose to buy that slab. We took a few photos of that slab showing the majority of the slab in situ to document our choice.

      We paid $5,330.39 for the product with an initial deposit of 50% and the balance paid within 30 days. We were given a copy of Seller’s Terms of Sale, which provides “Seller is not responsible for any products left on Seller’s premises for more that 15 days after purchase” We informed the sale agent, Lance Garcia, that we could not take possession of the slab for a number of months. Mr. Garcia and assured us orally that Stone West would provide storage of the slab at no cost to us for up to one year after purchase. He also said that if it turned out that we did not want that slab, Stone West would exchange that slab for other slabs that we might want.

      We made an appointment for our fabricator to pick up our slab. As mutually agreed by telephone, we and the fabricator arrived at Stone West at approximately 3:00 PM on September 22, 2022 to pick up the slab. There were two slabs left of the stack of six, and it was clear that neither was the slab we purchased.

      Stone West apparently does not have possession of the slab we purchased, thus cannot deliver the slab to us. There is no issue that our slab has been damaged, nor is there is any provision in their Terms of Sale for payment of storage fees, or any other damages Stone West might claim

      We ask for return of our payment in full

      Business Response

      Date: 11/08/2022

      The client’s claim that we do not have the slab he chose is false.
      Due to Covid disruptions, we held the slab for him out of courtesy for almost a
      year, and it is still provably here in our warehouse. We have nevertheless tried to make
      accommodations and resolve the issue favorably to both parties. We offered to
      let him choose a different product and apply his payment towards that. But since
      he no longer wants or possibly no longer does needs the slab he chose, he refused this offer and proceeded with this complaint to the BBB. It
      seems he is only interested in a complete refund, and since our terms clearly
      state this is a non-refundable purchase, he has launched this false claim that
      we do not have his slab.

      Customer Answer

      Date: 11/08/2022





      I have reviewed the response made by the business in reference to complaint ID 18148543, and find that this resolution is satisfactory to me.




      Regards,



      A**** *******








































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