Complaints

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• Initial Complaint

  Date:01/17/2025

  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 hired ***** to put a special protective film on my countertop bars. He told me this film is used in industrial kitchens etc. He said you can cut on it, put hot pots etc. we have his product on our wet bar and dry bar. We dont cook or cut on it. He sold me on the durability. The material which even says on the invoice, is backed by a 1 yr warranty is damaged. After 4 months its coming apart. There are three distinct spots on my bar coming up. I asked him to come fix it, he told me to sue him that hes never fixing it at his expense. Hes a mean person who lied about his products. He was originally referred to me by the company who installed my counters. He apparently used to *** for a company called ******** which has a 10 yr warranty. This is who we originally thought we were hiring. His product or his installation was faulty. We make mixed drinks on the bar. No cutting, no crazy kitchen work. Although he said we could.

  Business Response

  Date: 02/15/2025

  Dear Brea,
  
  Thank you for bringing this matter to our attention. We take great pride in our products and services, and we always strive to communicate clearly with our clients regarding the proper use and care of our protective film. We would like to clarify the following points regarding this complaint:
  
  Product Purpose & Intended Use:
  Our protective film is specifically designed to prevent etching and staining on stone surfaces. It is 100% impermeable and commonly used in both residential and commercial settings.
  The film is meant to take on wear and tear that would otherwise damage an unprotected stone surface. It is heat-resistant, allowing the placement of hot plates and pots without concern.
  However, we never advise clients to cut directly on the film, as this would compromise its integrity. In fact, the first thing we tell all clients is to treat the stone as if our film is not therealways using a cutting board.
  
  Warranty Terms & Client Use:
  Our warranty is clearly stated at the bottom of the invoice and specifies:
  "Warranty is null and void if the product is subjected to improper care or abuse, such as cutting, intentional peeling of product, or other acts of vandalism."
  The only way the film could lift, as shown in the images provided, is if sufficient force was applied. This type of damage is not covered under warranty.
  The client requested a free replacement, which we explained was not possible due to the nature of the damage and warranty exclusions.
  
  Company Affiliation & Branding:
  We previously distributed TuffSkin Surface Protection, but since 2018, we have operated independently as Premier Stone Solutions.
  We have had no affiliation with ******** since that time, and we have never misrepresented our company or products.
  The clients assumption that they were hiring a different company is not due to any misrepresentation on our part.
  
  Company Reputation & Customer Service:
  In all our years of business, this is the first complaint ever reported. We rely solely on referrals, which is why we take great pride in both our product quality and customer service.
  While we regret that the client is dissatisfied, we stand by our product, installation, and warranty policies.
  
  We remain open to discussing a resolution within the terms of our warranty but cannot assume responsibility for damage resulting from misuse. Please let us know how youd like to proceed.
  
  Sincerely,
  
  
  ********* ******
  Premier Stone Solutions, LLC.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22823151
  
  I am rejecting this response because the film ***** installed is faulty. We have never cut on, or used any harsh materials on the film. It is literally used to mix drinks., and as reiterated in the response, is backed by a 1 year warranty. To reiterate on my point again, we told by ***** that his product is used in industrial kitchens as well as residential. This product didn't last 4 months in a suburban home, which gets used once or twice a week without any kitchen equipment, knives etc. So even if you go with what his warranty says on the sheet I signed for payment, and what was reiterated again in the response, his product did not last regular wear and tear. I would like to be refunded for this product. I have to hire a different company to remove this product and add a film that will protect my natural stone.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 03/02/2025

  Dear Brea,

  We appreciate the opportunity to further clarify our position regarding this matter. We understand the clients frustration and remain committed to providing transparency about our products and services.
  

  The protective film we install is widely used in both residential and commercial settings, including high-traffic areas such as hotels and bars. However, its longevity depends on proper care and use, as with any surface protection product.  While our film is designed to protect stone from stains and etching, it is not indestructible.  Commercial kitchens follow strict maintenance protocols to ensure product longevityjust like any protective surface, improper handling can impact performance.  The warranty we provide covers manufacturing defects but does not cover damage resulting from external forces or misuse, whether intentional or accidental.
  

  The client asserts that the product did not last four months under regular use. However, the exact cause of the damage remains unclear, and the images provided indicate lifting that is consistent with force applied to the edges.  Our warranty does not cover lifting due to external factors (e.g., forceful impact, scraping, or accidental pulling).  The warranty only applies if there is a clear manufacturing defect, which has not been demonstrated.
  

  While we maintain that this issue is not due to a product defect, we want to find a fair and professional resolution.  As a goodwill gesture, we are willing to remove the protective film at no cost to the client. This will allow them to proceed with an alternative solution of their choosing.  We believe this offer represents a reasonable compromise while upholding our warranty policies. Please let us know how youd like to proceed.
  

  Sincerely,
  
  
  ********* ******
  Premier Stone Solutions, LLC.
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22823151
  
  I am rejecting this response. This company is using a product that didnt last 4 months. If you get past the fact I was told it was a different company (Tuffskin), and if you get past the fact I was told the product being used in industrial kitchens, and if you get past the fact that I told ***** there were bubbles when he installed it ( which he said go away with time), and if you get past the fact the bar is used to only pour and mix drinks (no cutting, knives, hot pans, etc) the one pager that was signed upon my payment states its a one year warranty.
  

  I do not want this company or any representative of this company in my home. They are dishonest and misrepresent the product they sold to me. ***** is liar with a history of lawsuits against him for this very thing (which I found out after I called ***** about the faulty product and or installation.) In fact, ***** told me I should sue him while yelling at me about his sham business. 
  

  I should be refunded, in full. I have to pay another company to remove it and then have a real protective film added to my counters. 
  

  Consumers should be aware of this man - and the company he pretends to represent and the cheap product and shabby installation they do. 

  ***** ***