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Business Profile

Granite Installation

RSK Stone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Granite Installation.

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:01/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 worked with RSK Stone to purchase 1 slab of White ***** for our bathroom. This included the fabrication/installation costs. Unfortunately, due to severe negligence on RSKs side and refusal to issue a refund, this situation has resulted in further delays in our project, as we needed the countertop installed correctly in order to finish carpentry. Below are the reasons for requesting this refund:-We purchased a slab of white rhino in January and paid in full. When we needed the material, we were told our slab was missing. We were asked to pick out a new slab, which did not match the previous material.-We were not asked to approve a template mockup, or asked for what kind of edging we would like and unfortunately what was installed was not what we wanted. I confirmed with RSK in Wilmington that templating is common for marble material and we should have been given this service. -Problems with install (photos attached with each item documented):The piece next to the tub surround does not match; it has much more veining and looks like a different material The corner of the piece next to the tub is chipped The gaps between the wall and between the other slab are much too large The epoxy was left in a big mess all over the material The corner of the sink countertop is chipped One of the sink countertop ends extends past the wall, the other end is too far in There were cuts and damage made to the plaster during install Due to the three main issues above, we are requesting a full refund of $6,232.54 and will be working with a different supplier and fabricator to complete this job. We requested this refund be completed by 10/24/2023 (provided multiple opportunities and plenty of time) We removed the stone pieces that RSK installed and let them know they they can pickup the material at the house. We left these outside for pickup and RSK did not come.

    Customer Answer

    Date: 01/15/2024

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 01/23/2024

    Complaints  21089933

    Hello I wanted to provide a response to the complaint filed against my company.  

    The client called with concerns regarding her project.  I have messages that I (the owner)sent to the client that I was willing to address her concerns immediately so there were no delays in her project, she refused me the opportunity! 

    When the customer stated that tub surround doesn't match., it's impossible because these items came from the same slab. Within in this material there is an inconsistent vein pattern throughout the material which could cause two different areas to not look identical but the background color in vein color are exactly the same because it comes from the same material. 

    The statements regarding gapping is inaccurate. When gapping does occur it is due more often than not to walls not being straight at times, walls can actually be bowed.
     If the wall shows  that they are bowed it will make the overhang inconsistent. To hide the inconsistencies there is a 
    method where you ask the client permission to cut the sheet rock and recess the piece of stone into the wall. If this method is applied it is part of the installers daily routine to discuss with the client modifications with the client and receive approval to move forward.

    I want to reiterate, that I have documentation expressing that I the owner would handle her concerns in a timely manner, and she refused.

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