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:10/03/2024

  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 prepaid 100% of the estimated bill for a Bathroom Remodel to ********** in early February 2024. ********** contracted the work to Hallmark Stone Co. Work began on schedule on April 23, 2024; the job was supposed to be complete on May 23, 2024. The primary reason for the remodel was to get a taller shower door. When the shower door was installed in early May, we discovered that they installed a door that was still too short. We paid extra for a taller door.When the taller shower door was installed, holes from the smaller door were exposed. The only solution Hallmark had was to fill the holes with silicone. They did this and we were not satisfied with the result.After 3 months of back and forth calls and visits with Hallmark (resulting in 10 unplanned days for us having to be available to Hallmark) and with no viable solution evident, we finally gave up and requested a $2,000 refund for the substandard work. This final request was made on Sept 6, 2024 and we have not heard back. It is now October and the work is not complete to our satisfaction. We have not conducted a final walk through with Hallmark, we have not had a final inspection with St. ******, and we have not signed off on the work being completed. Attached are photos of the filled holes.We request that Hallmark Stone Co reimburse us for $2,000 for their poor quality work and the unplanned time we wasted with them.

  Business Response

  Date: 10/08/2024

  The contract was written with the shower door that was installed in the home. The customer and salesman did not read the actually opening height for the shower door they just picked a door with taller glass. The shower door was taller but the opening to get into the shower was not taller. I picked a new shower door out with the customer who then agreed to pay for the door, and we would take care of the labor on replacement of the shower door. At this time, I did tell ***** ******** that there would be holes that would need to be filled, and we would do that. We sent out 3 different companies to try to satisfy the customer with the holes being patched. After the 3rd try I told the customer I did not have any other options and he requested $2000.00 compensation. We have done everything we told them we would do but they are not happy with the result. We are not paying compensation from a problem that we discussed and they are not happy with. 

  Thanks, ****

  Customer Answer

  Date: 10/14/2024

  Complaint: 22377900
  
  I have reviewed the business' response and am rejecting it because: initial installation of door of insufficient height could possibly have been avoided:

  1) had Project Manager **** (who was the second Project Manager assigned) stayed to meet with ***** ******** at the home as planned. The fact that a 74" door did not provide a high enough opening might have been identified then.

  2) when door height was changed, trim scheme was changed for some inexplicable reason, which is the cause for most of the holes shown.

  3) other avenues of covering the holes which I suggested (e.g. trim strips to cover the holes) have not yet been explored as patching was considered by **** as the first thing to try.

  4) Over a month after the final patching attempt was made, Project Manager **** finally returned phone call with ****** stated goal for us "to just close out the project".

  5) Offer to make quick close out was made by me ($2,000 reimbursement for Hallmark's shoddy work). 

  6) After 6 weeks of no follow up on our offer by ****, we filed a BBB claim.

  We have been very reasonable and patient through this 7 month journey. Hallmark's approach has been to consistently delay and disappoint.
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/19/2024

  The door was ordered and on site from the beginning of the project.  No one raised a question until the end of the project. When the issue was raised, we only charged for the new door we did not charge for the labor to remove and replace.
  
  The trim was part of the original shower door customer was informed there would likely be holes to fill. Customer understood, but was not happy with how holes were filled.  We agreed and we sent a different installer.  Customer  was still not happy so worked on it a 3rd time. We believe the work is good. 
  
  Hallmark Complete installed the door that was on the original contract and then changed out the door.  We consider the project complete.
  

  Customer Answer

  Date: 10/23/2024

  Complaint: 22377900
  
  I have reviewed the business' response and am rejecting it because: Hallmark claims that the job is complete and yet, they never bothered to do 2 things required of the contractor for work to be complete: 1) schedule and completion of a final inspection with St. ****** and 2) schedule and completion of a final walk through with the owners to have the job signed off on.

  Instead, I scheduled the final inspection with St ****** and it was conducted and failed on 10/21/2023. We contacted both **** and **** from the office about this on 10/21/2023 and left voicemails - no response to date.

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

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair 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.

  I would not recommend this company at all. They came out and templated for the counters, said their laser traces the wall perfectly so the countertop just slides in place with a perfect fit. We discussed not having any seams and I was told if one was needed they would call me to discuss that. He mentioned if a seam was needed that they have a fancy machine that sets the two pieces and you can’t even tell the seam is there. Installation day comes and the countertop is in pieces. The island side does not sit flush against the wall and there is a very noticeable gap, it also has different measurements all the way around. The overhang tapers from 11” to a hair shy of 9 3/4”. It should be a 10” overhang. The front reveal tapers from 2” to almost an 1 1/4” in areas. The other side the two pieces did not line up without having to over shim massively causing the top to not be level. They couldn’t use their machine to set the pieces because whomever fabricated it didn’t give enough room to do so. ******, the installer, told me it should have never been cut in the first place, that he has installed much larger pieces that were all one slab. He then proceeded to tell me that they do installs for the *** ***** **** soccer team and they get white glove service because of who they are, that the company doesn’t provide the same level of service to everyone. Now I have a $4,500 countertop that looks awful and I’m told I can’t put anything over 30 pounds where the seam is because of how it had to be installed. On top of that they cleaned painted cabinets and stainless sink with acetone causing permanent stains in the sink and underneath there is paint missing from spots on the cabinets. They also screwed 2x4s into my sink base cabinet because they felt it would support the sink better. Hallmark stone will not fix the issue to a satisfactory degree. At this point I want them to come get their countertops and refund me so I can go to a company who can do the job right

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond.  We have addressed the customer's concerns at a site visit on 9/27.  We are remaking the piece in question without a seam.  Installation was planned for 9/29, but customer asked for it to be next week.

  We believe all concerns are addressed.  Attached for reference is the original drawing from the original field measure.

  We are glad that we are reaching an amicable agreement on how best to rework the countertops to meet the customer's expectations.

  Thanks!

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

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The new countertop was installed yesterday and the issues have been resolved.  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/21/2023

  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 am writing to file a formal complaint against Hallmark Stone regarding their countertop installation service, which was nothing short of a disheartening experience. I hope the Better Business Bureau (BBB) can intervene and address the numerous issues I encountered throughout this process.
  
  First and foremost, the installation crew's lack of attention to detail resulted in a mess left behind in my home. Chunks of the old countertop, along with copious dust and debris, were carelessly scattered in my cabinets, creating unnecessary inconvenience and requiring extensive cleanup on my part.
  
  To exacerbate the matter, Hallmark Stone took vital components necessary for reconnecting our plumbing and failed to respond to our attempts to contact them. Even after Home Depot intervened on our behalf, there was no response from Hallmark Stone, leaving us frustrated and abandoned.
  
  Moreover, our previous interactions with the company were equally unsatisfactory. Their customer service was lackluster, marked by curt responses and a general lack of concern for addressing our inquiries and concerns.
  
  The most alarming discovery was finding dangerous tools, including a cutter similar to a razor blade, carelessly left in our cabinets. This negligence poses serious safety risks, especially if it had been stumbled upon by a child.
  
  In light of these unsettling experiences, I strongly urge the BBB to investigate Hallmark Stone's practices and hold them accountable for their lack of professionalism, disregard for customer satisfaction, and apparent safety oversights. I believe it is crucial to bring attention to such concerns to protect other consumers from similar distressing situations.
  
  I kindly request the BBB's assistance in resolving this matter promptly and ensuring appropriate actions are taken to prevent such issues from recurring in the future. Thank you for your attention to this complaint, and I look forward to your prompt response.

  Business Response

  Date: 07/24/2023

  We were in contact with the customer on Saturday to apologize that we did not meet expectations on this installation.  We scheduled a job site visit for Monday 7/24 to review and address the customer's concerns.  Visit was completed and work performed to resolve the issues.  A follow up visit is planned for Tuesday 7/25 to make sure all items are complete and that the customer continues to be satisfied.  

  Thanks for the opportunity to provide feedback.

• Initial Complaint

  Date:11/08/2022

  Type:Product 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 countertops through **** *****. Hallmark Stone is the installer. When they delivered the countertop, their driver hit our fence causing significant damage. Additionally, one of the pieces of quartz has a scratch on it that they sent someone to try to fix. That person admitted he could not fix it. We have not been able to reach a manager to discuss a resolution and it’s been weeks.

  Business Response

  Date: 11/11/2022

  Good morning - we are in contact with the customer and proceeding towards resolving both items to their satisfaction.  Thank you!

  Customer Answer

  Date: 11/11/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: They have been difficult to communicate with (not returning calls and out of office) and we have not yet reached a resolution that we agree is fair. 
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 11/14/2022

  Our office was in contact with Mr. ******** this morning, and we continue to work towards resolution.  Thanks!

  Customer Answer

  Date: 11/18/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: business has not yet provided a reasonable resolution. Business was supposed to file an insurance claim, but we have not yet been contacted by insurance. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ********