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:03/27/2025

  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.

  We had our kitchen renovated. The quartz countertops (white) from Hanstone (near ***************) arrived with damaged areas on them. Hanstone replaced the damaged countertops, but the replacement countertops have a haze all over them which cant be cleaned. Looks like a layer of dirt. The replacement countertops seem to be a second hand / defective product. Hanstone sent a representative out to look at the replacement. She blamed us for not being able to clean them. The local tile shop owner (ProSource in ************* PA) was also at our home for this meeting, and she described the countertops as having a haze all over them. She agreed that the product looks as though they are second hand / defective and has removed all Hanstone products from her showroom since they were so terrible to us. Now we are stuck with a second hand countertop when we paid top dollar for a new one.Initial install of the first countertop was November 2023. Defective countertop was installed in June 2024

  Business Response

  Date: 05/22/2025

  First and foremost, I apologize for my delay responding here...  my mother passed away at the beginning of the year and I had to take some time away from work.  It has been very challenging playing catch up since my return.

  With regard to this claim, I personally visited this install along with the fabricator and a representative from ProSource.  My investigation of the initial claim was that there was damage done to the surface polish of the material.  No one knows who damaged it but I can assure you that the slabs sold to the fabricator did not look like that when they were delivered.  Although this was a denied warranty claim, I went ahead and authorized replacement at no charge under sales concession.  The new tops were installed and the contractor on the job confirmed with the fabricator that the job was good - no issues with surface dulling at time of install.  Not sure exactly how long the new tops were installed before we received another claim for this installation which ended up the same exact problem as the first one.  Essentially, the exact same problem.  We sell thousands of slabs - the color in question here (Calacatta Extra) is one of my regions most popular colors.  That said, we do not have issue with other customers who have this material in their home.   I would suggest that the homeowner is using some sort of harsh chemical to clean their countertop, which will in fact create dullness in the surface of the material - nothing else makes sense.  We do not offer secondhand material to any customer we only sell top quality material.  Also, I do not appreciate false accusations about our brand being removed from our partners showrooms - this customer's mention of our brand being removed from ProSource showroom is false.  

  I have plans in place to review the issue with ProSource & the fabricator in person in coming weeks when I am able to make it to town.  

• Initial Complaint

  Date:02/17/2025

  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.

  We bought a slab of quartz manufactured by this company through a third party distributor with fabrication by a third party contractor. The manufacturer has a against manufacturing defects. First slab was defective and took a long time and hassle to get a ***lacement fabricated for my island. The new slab also has manufacturing defects and they are refusing to honor their warranty. The sales *** and his boss that Ive worked the past few months with have not been responsive. I have no receipts due to this being a ***lacement slab. Contact numbers are **** ************ and ***** ****** his boss ************.

  Business Response

  Date: 02/27/2025

  Here is a brief rundown of the BBB claim for ******* (customer)
  
  IGS (local stone distributor in **********) sold a slab of Serenity to the Stantons.
  
  The Stantons contacted **** ******** (local fabricator) to fabricate and install the Serenity.
  Once the job was completed they complained about marks on the Serenity on their island.
  I was able to get a warranty claim approved and sent another slab of Serenity to IGS.
  
  When the Stantons contacted **** about removing the island, recutting a slab of Serenity and re installing he told them they would be charged for the labor. The Stantons did not like that answer and contacted me about their concerns.
  After many calls and text messages **** decided he did not want to do any more work for the Stantons because of they way he was spoken to and treated.
  
  Then I decided to go above and beyond what we as a company should do I called a fabricator I have known for 8+ years and asked for a favor. The fabricator (DMB) went to the Stantons home, templated the job, removed the island countertop, cut a new slab of Serenity and then installed.
  Once the island was installed, the Stantons said the edge did not look good, and made DMB adjust the edge profile.
  Then the Stantons said there was a dull spot and wanted HanStone to take care of repolishing the slab.
  
  DMB wants nothing to do with the Stantons and **** wants nothing to do with the Stantons.
  
  ***** and myself had multiple conversations with the Stantons and told them that their original fabricator is the responsible party when it comes to any labor associated with their project.A fabricator knows that not all jobs go perfect and they expect to eat a little labor occasionally on a swap out or mis cut.
  
  The main point is that the Stantons had an issue with their 1st slab and getting a replacement slab cut and installed.
  
  We provided a slab of Serenity at no cost ($1588 value) and free fabrication and installation on the warranty slab ($1500 value)

  HanStone is a manufacturer of the material. WE have no control over installation issues such as a dull spot.

  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22943561
  
  I am rejecting this response because: 

  Hanstones residential warranty states: Whether

  Hyundai L&C USA chooses to repair or replace your installation, we will seek to obtain the best possible result,

  The key words are replace your installation and not only replace material used in your installation as they keep alleging is their only responsibility.

   

  There are multiple factual lies/misstatements in their response intending to paint me as an unreasonable customer.

   

  *** style="color: rgb(69, 69, 69);">I never thought that **** who was a third party fabricator (who did not purchase the stone and sell it to me) was responsible for re-fabricating my replacement island for free, as I didnt think he should bear the cost for something that was definitely a manufacturing defect that could not have been seen in his shop. This opinion is shared by others in the industry. I never contacted him to **** it as **** alleges, as I thought the entire time the manufacturer of the defective slab was responsible for all costs of giving me a replacement. **** and I have a good relationship and he confirmed he only spoke to Hanstone one time when he refused to do for free since it was their error, and that the statement after many calls and text messages, **** decided he did not want to do any more work for the Stantons because of the way he was spoken to and treated is a complete lie. This can be confirmed by calling **** at ************.  *** style="color: rgb(69, 69, 69);">DMB stone cut the wrong edge and it did not match the rest of my countertops. NO ONE would accept that. He came out to do a template beforehand where he saw the edge in person and I sent him the edge picture again right before he cut to make sure he did the correct one.  It was not that I thought it did not look good, it was completely the wrong edge, and the work he did at my house was to correct his error.  I was never nasty to him either, he was just not happy I would not accept it with the wrong edge. He also had assured me he had inspected the slab for defects but he either missed the current defect or somehow caused it during the cutting process. The day he cut I wanted to inspect the slab since I already had one bad slab, but he said he was starting immediately and would not wait until I was able to get down there to inspect.  *** style="color: rgb(69, 69, 69);">They said the cost of the replacement slab was $1,588. I only paid $800 for it retail so that cannot be their cost.   *** style="color: rgb(69, 69, 69);">It is Yoels opinion, based on the pictures I sent, that the dull spot in this slab is another manufacturing defect. Hanstone does not seem to have quality control at the factory and expects others to find or bear the cost of their mistakes. The warranty is useless if they dont stand behind their product. *** style="color: rgb(69, 69, 69);">After multiple requests they have not let me know how I can register a warranty on the current slab. Website registration requires date of purchase, where purchased etc and since its a replacement slab I dont have that info. Regardless, there is still a warranty on this slab against manufacturing defects. Using their argument that it is the installers responsibility, they hired him, not me, so I have no recourse against him to have him replace. Even if I did, they would still  be responsible for replacing the slab again. Their argument that they went above and beyond on the first slab replacement (they did not) has no bearing on the issue with the current slab which is a new situation in which they  are not honoring their *********************

   

  I am not happy they expect me to live with a defective product despite having a warranty. Im not sure I even want a replacement as the next one might be even worse quality and I have to start this fight all over again. They should at minimum give me their cost of replacing the slab which they are required to do as compensation.

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