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Business Profile

Building Contractors

Heartstone Custom Builders

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building Contractors.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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Complaint type

  • Initial Complaint

    Date:02/28/2024

    Type:Order 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.
    Heartstone Custom Builders is not allowing us to pick-up our $32,942.49 of cabinets that are currently stored on their property. Our first request for pick-up was Feb 2, 2024. Despite multiple requests, they continue to deny us access as of Feb 27, 2024. We contracted with Heartstone in April 2022 to remodel our house. We ordered cabinets from Amish Custom Kitchens in Aug 2022. Cabinets were to be delivered in Nov 2022, but we had to postpone because Heartstone was behind schedule and our house was open to the elements. After a few more delivery postponements, ***** advised we had to take delivery of the cabinets in Feb 2023. Since our house still wasn't weather proofed, Heartstone offered to store the cabinets in a heated storage facility on their property. Heartstone defaulted on our contract in June ************************************************ Aug 2023. At that time, our house was still not at a point where the cabinets could be delivered. Heartstone agreed the cabinets could stay in their facility until we were ready to take delivery. There was no mention of any contingencies, fees, etc for keeping our cabinets.We paid ***** directly for the cabinets with final payment on March 8, 2023. Heartstone's reason for denying us access to our cabinets is because we haven't paid them their final invoice for work done. We have yet to receive a final invoice from Heartstone that is acceptable by us and 1st American, our escrow account manager. ******************** first sent a 'final' invoice in Oct 2023. We replied with questions, but didn't hear back until Feb 2024 when we asked to pick up our cabinets. The escrow account is funded and we are willing to pay Heartstone once they submit an accurate invoice. In the meantime, not having the cabinets is delaying our project timeline with the new general contractor. Since we own the cabinets, we contend they should not be held hostage while Heartstone sorts through their billing issues.

    Business Response

    Date: 03/22/2024

    BBB,

    Please stop sending Heartstone Customer Builder letters to my home.  This is unacceptable. You are sending information to a private residence.  We are in no way affiliated with mentioned company.  I have called you and now e-mailing you with no attempt on your part to correct this.  Is there a way that I can report your company (BBB) on your lack of effort to correct this issue in an expeditious manner?  You need to do your due diligence in assuring you are sending letter to the appropriate address.

    The expectation is that I receive a response from the BBB in 48 hours.  If not, I may pursue other options to get this corrected.

    Sincerely,

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

     

     

    Business Response

    Date: 03/26/2024

    Hello,

    Thanks for the message.

    Based on the message, it appears their issue is with the contractor, and not with Amish Custom Kitchens.  We hope the issue gets resolved quickly for the ****** sake.

    Customer Answer

    Date: 03/28/2024


    Better Business Bureau:

    The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

    Sincerely,

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

Heartstone Custom Builders is NOT a BBB Accredited Business.

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