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:11/20/2023

  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.

  On July 21, 2023, Mayan Stoncrafters took countertop measurements and a plastic-wrapped cutting board from my house. On September 9, 2023, Mayan Stoncrafters came to install the countertops but neglected to round the corner correctly, add the correct amount of sink support tabs, and install the dishwasher support bracket. During the installation, they returned my plastic-wrapped cutting board with a permanent marker on it face down on my counter, which bled through, causing a purple stain in the center of the counter. I've tried for weeks to get Mayan Stonecrafters, Inc. to come to remove the stain, but they keep stalling and today finally refused to help. I've now spent $4,769.00 on white countertops with a massive purple stain. I want Mayan Stonecrafters to fix the counter, refund my money, or install a replacement countertop.To be ******* clear, I did not agree to the terms and conditions that Mayan Stonecrafters, Inc. cleverly sent to me after the fact. The last photos are the tabs, or lack thereof installed on the massive 32" which manufacturers' instructions and anchors were not used but provided by me, the customer. The manufacturer requires eight brackets (see page 13 of 18 on attachment) but this company installed four and felt that was acceptable. The 32" sink is very heavy and doesn't have one tab up front and only one in the back. Very poor installation and planning. Please contact this company and resolve the matter.

  Customer Answer

  Date: 12/05/2023

  I gave Mayan Stonecrafters, Inc. many opportunities to resolve the multiple issues, but they kept leading me on and telling me to buy multiple cleaning products that never worked. Mayan Stonecrafters, Inc. came out to fix the sink but never fixed the issue and stated, it's installed now and inaccessible. I need the BBB to help me get my money back or create a case against Mayan Stonecrafters, Inc.

   

  Here is a link to their website: ***********************************

  Address: ************************************************************

  Phone: **************

  Customer Answer

  Date: 12/11/2023

  Feel free to reach out if you need more information or have any questions.

  Business Response

  Date: 12/11/2023

  This customer did not give us any chance to help him with his issue. wrote to us saying he put his cutting board on the countertop and it bled through and we must fix it or he is going to make a complaint. as far as the rest of what he has said he did not mention all the other information to us. We did attempt to assist him. We gave him different options on how to get the stain out. we also offered to go out and fix it however we could not go out until after the January 1st because of how busy it is and we had to get him on the schedule. He was not happy with this response. He began to threaten that he was going to submit a complaint and and was very rude to one of the employees. she had to block him on her phone. We have not been able to communicate with him because of how he has been carry on. I have submitted the request for assistance he sent. Also he sent a picture of the what the counter looks like after he tried to clean it. He does not have a big stain anymore. He was able to wash it out with what we advise him to do. We advised him to use acetone. as well as some other soaps that are safe to use on quartz. 

  Business Response

  Date: 12/12/2023

  This customer did not give us any chance to help him with his issue. wrote to us saying he put his cutting board on the countertop and it bled through and we must fix it or he is going to make a complaint. as far as the rest of what he has said he did not mention all the other information to us. We did attempt to assist him. We gave him different options on how to get the stain out. we also offered to go out and fix it however we could not go out until after the January 1st because of how busy it is and we had to get him on the schedule. He was not happy with this response. He began to threaten that he was going to submit a complaint and and was very rude to one of the employees. she had to block him on her phone. We have not been able to communicate with him because of how he has been carry on. I have submitted the request for assistance he sent. Also he sent a picture of the what the counter looks like after he tried to clean it. He does not have a big stain anymore. He was able to wash it out with what we advise him to do. We advised him to use acetone. as well as some other soaps that are safe to use on quartz. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20895887
  
  I am rejecting this response because:  

  I gave Mayan Stonecrafters, Inc. many opportunities to resolve the multiple issues, but they kept leading me on and telling me to buy multiple cleaning products that never worked. Mayan Stonecrafters, Inc. came out to fix the sink but never fixed the issue and stated, it's installed now and inaccessible. I need the BBB to help me get my money back or create a case against Mayan Stonecrafters, Inc.

   

  Here is a link to their website: ***********************************

  Address: ************************************************************

  Phone: **************

  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/12/2023

  There is still a big stain on the counter in purple as the company's suggestions using chemicals did not work.  I did not write on my cutting board this company did and it bled through the countertops.  Secondly, this company didn't drill out all the anchors for the countertop per the sink template provided and install the sink properly.  When the Myan Stonecrafters came to fix the sink they told me it was already installed and they couldn't do anything about it.  So when this company says they were trying to resolve matters, they are lying.  ************ kept telling me to purchase chemicals that were clearly not working and had no intention of helping me.  When I called them a liar, they used this to block me. I gave them many many chances to resolve the issue and told them my next step was to consult the BBB, CFPB and other various agencies.  Last time I checked, that is not a threat but instead, me, the customer, informing this business of my next steps of action.  I didn't treat this company poorly, they are just trying to avoid liability for their actions.  Please follow up with this company to get my money back. 

  I'll be more than happy to forward time stamped text messages as well as emails for you to read.  Please advise on the return of my money as this company cannot remove the stain they caused or fix the sink (they came one time and admitted they couldn't fix the sink).