Complaints

This profile includes complaints for Stone Edge Design Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stone Edge Design Corporation has 2 locations, listed below.

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  Stone Edge Design Corporation

  20 Lomar Park STE 1 Pepperell, MA 01463-1416

  
• 

  Stone Edge Design Corporation

  10 Progress Ave Nashua, NH 03062-1924

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:07/29/2024

  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.

  Stone Edge Design (Brian) was supposed to finish the pool install correctly with all new and working equipment and have the pool inspected by the pool/building inspector. I was told that the pool is good to go by Brian around September 2023. I sent him a picture of the leaking pool heater on 9/26/2023 and asked him to have the leak corrected and pool inspection completed asap. He said that the equipment expert will attend the pool inspection and that everything will be handled by Stone Edge Design. As of now, 7/29/2024 the pool inspection has not been completed, the pool heater is still leaking and no one has come out to help, my home owners insurance has gone up as the pool has not been inspected.

  Business Response

  Date: 08/14/2024

  To our knowledge, the final inspection of the pool has been completed, but we will double check with the town. There was a leak that was already repaired during the time frame that the customer stated. It was only a gasket that was not seated properly. We were notified of a leak in the heater on July 30, 2024. Our plumber was dispatched the following day to inspect the unit and it was found to be an internal leak which is covered by warranty. The warranty claim was submitted on August 1 to Pentair (heater manufacturer). They assigned the warranty repair to a third party who was working with the homeowner to schedule a time for the repair. At this point, it may already be done, but if it has not, the Homeowner needs to contact the repair company that was assigned. Homeowner has their contact information.

  Customer Answer

  Date: 08/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am attaching proof that the company knew that the inspection was not done, and the company knew that the heater was leaking. It is true that Stefano came and tightened something, and it reduced the amount of leak but did not stop it. Manufacturer sent their guy, and he said that the pool builder's guy (Stefano) had over tightened the parts (pictures in attachment) and it cracked. So i had to replace the part and warranty does not cover installation damages. So i am stuck with the bill for the damage that the pool builder (Brian) should be paying for. I have contacted Stone Edge so many times about the same issues, I have attached the emails, texts and pictures. When the builder (Brian) sent his plumber to check the leak recently, he did not instruct the plumber to fix it, so I had a lot water leaking/gushing from the pool constantly for days until another pool company came and shut it off. Why would you let so much water go to waste? Why not help out fix what you can, especially if you caused it. The pattern of being negligent and shirking responsibility is evident.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/16/2024

  This is the first that I've heard that the heater was not under warranty. Will follow up with ******* to confirm. Please provide a copy of the paid receipt.

• Initial Complaint

  Date:08/03/2022

  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.

  I have attached a word document below detailing exact issue for the complaint regarding Stone Edge Design and their refusal to finish my pool that I have paid them over $100,000 for. *************************** ***************************************************** ******************************* ************

  Customer Answer

  Date: 08/03/2022

  Hello,

  I have received your message. In your response you only sent back about one half of the documents that I had originally attached. I may have put to many and they all didn't go through. I have attached the word document and only the word document in this response. Please confirm you have received. 

   

  Thanks,

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

  112 *************

  *******, ** 01570

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

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

  Business Response

  Date: 09/08/2022

  The delay in the project was because the customer refused to make a contractually obligated payment in a timely manner. As soon as that payment was made, the project was resumed. The customer was not happy with the concrete deck that we poured, so we agreed to rip it out and redo it at no cost, causing further delay. The customer has been hostile with staff throughout the project. The project is on-going and attorneys are involved and communicating and will be completed as soon as possible.