Complaints

This profile includes complaints for Multistone Enterprises, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Multistone Enterprises, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Multistone Enterprises, Inc.

  1022 Lynes Ave Savannah, GA 31415

  
• 

  Multistone Enterprises, Inc.

  6668 Thomasville Rd. Tallahassee, FL 32312

  
• 

  Multistone Enterprises, Inc.

  4721 Capital Cir SW Tallahassee, FL 32305-7568

  

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:01/03/2024

  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 recently built a custom home with May River Custom Homes, which we have filed a separate complaint against. The fabricator that installed our countertops was MultiStone. We recently realized that the countertop overhangs were not the standard 1.00" to 1.50" overhang. It is only 3/4" on the perimeter kitchen cabinets and zero inches on the island. Through most of our building construction - we had the counter tops covered with blankets for protection. Since moving in - we have been dealing with various other construction issues, so we did not notice the mistake. We contacted **** ****** to tell him about the zero overhang on the island and he responded that if we wanted it fixed - the cost was on us. Multistone had to replace the kitchen countertops once already because they installed countertops with the wrong finish - Matt versus Polished. This was not our error, but Multistone is acting as though it was. They installed the countertops prior to the doors and drawer fronts being installed on the cabinets and the fabricator did not allow for the additional 3/4" thickness when measuring. When Multistone replaced the countertops the first time - they damaged the island which had to be repaired by the cabinet company.

  

  Business Response

  Date: 01/29/2024

  Thank you for bringing your concerns to our attention. We
  understand there's been a complaint regarding the island's overhang and lack of
  communication.
  
  The customer's concern about the overhang was addressed
  during the project. An issue arose when the customer had buyer's remorse about
  the selected finish, which we promptly replaced at our expense. They did
  express their desire for additional overhang, and we explained that this would
  incur additional expenses due to the need for a second slab.
  
  It's important to note that industry standards dictate an
  overhang of 1 to 1.5 inches from the face of the cabinet box, not from the
  front of the doors or drawers. It appears the customer's measurements are based
  on the front of the door or drawer.
  
  Regarding communication, our salesperson, **** Shuman,
  initially did responded to the customer's calls and messages in December. However,
  communication ceased as the builder informed us that the customer seemed to be
  searching for faults after the job was completed.
  

  We will have the sales person review with the builder to develop a plan to approach the customer 

  
  We remain committed to resolving any outstanding issues
  and appreciate your understanding.
  
  Sincerely,

  Customer Answer

  Date: 01/30/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved

   Complaint: 21060378
  

  
  

  I am rejecting this response because:

  We strongly feel that MultiStone's Response is not true or accurate.

  
  1.  COUNTER TOP FINISH:  It was not a matter of buyer's remorse, as we ordered gloss finish for our counter tops and not matt.   My wife is a retired kitchen and bath designer who owned her own company, Kitchen to Bath Concepts in Baton Rouge, LA.  She selected the finishes in our home very carefully.  We had a gloss backsplash and would not have picked this finish for matt counter tops.  All of the other counter tops in our home are gloss.  When the counter tops were replaced, we asked **** ****** if we had originally been charged for "matt" finish or gloss finish as matt finish is more expensive than gloss.  **** told us that we were charged for gloss -- so how did they order matt?    Another one of the builder's clients did order matt finish.  When our counter tops where replaced - our island cabinet was also damaged due to the installers dragging the counter top across the cabinet when removing it.  We had to have the cabinet repaired by the cabinet maker.  So our brand new island cabinet is now a repaired cabinet.

  2.  COUNTER TOP OVERHANG:  This was never discussed with my wife nor me.  We took for granted that industry standard would be followed.  Industry standard is 1.5" up to 2.00" from the base of the cabinet.  1 inch is not the industry standard.  This can be verified on the NKBA website or any counter top website.  As you can see from the attached pictures - our island counter top overhang is only 1" from the base cabinet not from the drawer or door fronts.   The perimeter counter tops are 1.5" overhang.

  
  3.  COMMUNICATION FROM MULTISTONE:  The last response that we had from the salesperson, **** ****** was that if we wanted the counter top replaced - it would be at our expense.  As far as the builder's comment on us looking for things wrong with our home - it is the last thing that we want to do.  We are fixing many things that are wrong at our own expenses, such as drywall seams showing midway across the wall, poor sheetrock finish, peeling paint, etc., because the builder has been non-responsive.   The builder left our key in the garage and never finished the agreed end of construction punch list.   We are having to pay an installer to put in a door that was ordered through the builder and that he promised to install when it came in.

  Regards,

  
  

  ******* *******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 were directed to this business after we paid Home Depot lake city Fl. ******** granite countertops on 5/31/23,DATE: 5/18/23
  QUOTE FOR* ****** ************
  SURFACE: Granite, Adonis White @ $68/sf
  AREA: 50sf total (including splashes)
  EDGE: 32.2lf @ $******f
  SINK: Multistone provided 50/50 @ ********k & *****cut out
  SPLASHES: 4 In splashes
  RANGE: Freestanding
  REMOVAL: Tear out by Multistone is 50sf @$9/sf
  ADDITIONAL: None
  TOTAL: ********* with tear out
  was scheduled for installation on July 6th.2023 but they advised us that they had a color problem so we let them reschedule for July 18th on July 17th I emailed for an update they then said the material did not come in and wanted to reschedule, at this point I requested to cancel the order and a full refund, since then when I asked for status of the refund they will not answer me, my ONLY SATISFACTION will be a complete immediate REFUND o* ********

  

  Business Response

  Date: 07/19/2023

  Client placed order through Home Depot for whom MultiStone is an assigned fabricator.  A file was created for client at MultiStone on 5/11/23 and on 5/12/23 an in field measuring appointment with client was scheduled for 5/16/23. At time of field measurement client did not have a material selection confirmed yet - this lack of information caused a delay in ordering material.  By 5/31/23 a material selection has been submitted and approved, material order was placed to wholesaler by MultiStone.  An initial installation date was scheduled for 7/6/23 based on wholesaler supplied material ETA.  Upon receipt of (multiple slabs) the slabs did not match and failed MultiStone quality control.  Client was advised of this problem and that new material had to be ordered on 7/5/23.  On 7/6/23 client was notified that new material was estimated to arrive the following week and tentative installation was scheduled for 7/18/23.  On 7/13/23 wholesaler confirmed material delivery delay which caused MultiStone to postpone installation to 7/18/23.  At this point client grew dissatisfied with operations and decided to cancel order.  7/19/23 Management called *** ***** to explain that this delay was a problem out of our direct control.  He proclaimed that Home Depot has confirmed a full credit for his order and that he will retract his claim to BBB.

  Customer Answer

  Date: 07/19/2023

  Thank you for your assistance. This complaint has been resolved, Please withdraw, Home Depot advised just now, I spoke also with Multistone and advised them that a full refund was sent to my credit card. Thank you again for your assistance we are so glad that this has been resolved