Complaints

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• Initial Complaint

  Date:02/13/2024

  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.

  6/8/23 hired Ocean Stone & Fireplace they wrote up contract. Work entailed remove existing tile & molding from wall, supply & install stone hedge biscuit tan stone 5 wide x 140 tall on wall behind pellet stove with 5 *********************************** mantle. Total cost for job was $3800. Estimate #******. Work was started & finished 6/24/23. 11/27/23 while my ************ small dogs were sleeping several of the cemented stones fell off the wall causing numerous property damage to our family room. That AM I sent an ************ to the contractor ********************************* came to our home that afternoon. He had no understanding as to why this couldve happened in the 1st place. He assured my **************** he was going to take care of everything that was damaged & for us not to worry. This stone that was installed by Ocean stone & fireplace had fallen down within only 5 months. ****** wanted us to choose a completely different stone because he was afraid if he put up the same stone again that it would fall down a 2nd time. He also wanted us to pick out a new mantle as well, but we went with the original one since it had matched very well. I was asked by ****** to get individual estimates & photos & submit those to him. To date he has made 3 different offers. On 12/20/23 1st offer-he provides a check in the amount of $2708.99 to cover the following. Painter, new hearth pad, black spraypaint for pellet stove, almond spray paint for back panel, flooring materials & repairs & reimbursement from HomeGoods for items that broke. Also he would provide Portland mist old ************* ****************************60 white wash *************************** shelf. He requested to have another company install & he would pay that fee. 1/17/24 2nd offer-$6,200 check since it is unlikely that we will be able to come to an agreeable arrangement. 1/19/24 3rd- he would return 1 of his crews to install ***************************************** $2821.84.I am looking for $8717.61 reimbursement, + new stone/mantle/install fee provided by ***.

  Customer Answer

  Date: 03/08/2024

  At this time, I have been contacted directly by Ocean Stone & Fireplace regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  This is their response;

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

  My response:

  Hi *****,
  I read the message that was sent to me. Please let me know if that includes the mantle and the stonework as well. *** originally said he was going to provide the materials for the new contractor to put up the new wall and Mantel.
  Hope 

  Their response:

  **** ******** ***************
  
  *** ***** ** *** ******** ********* ***** ***** **** * **** ********
  
  
  Kind Regards,
  *************************

  My response:

  Hello 
  *** was supposed to include the stone as well as the mantle. All the estimates I submitted into him for all the damage that occurred to my property. The stone and the mantle needs to be included in that price as originally stated.
  *** & ***************

  So, as you can see, the issue has not been resolved 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  **** *****

  Business Response

  Date: 03/12/2024

  Good morning,
  
  In response to ******************* complaint we are happy to help her and have told her we would do so within reason.
  
  We have made ************** a reasonable offer since she does not want us or one of our outside contractors to do the work. This stone has never fallen off the wall in the past and I do not know why it would here. We cannot tell if they did something to the wall. What we can see is that they after we left, they hung their wedding picture back up and as you can see on the photo of the morning after the picture is on the floor if it really happened at night. And hanging that picture incorrectly could have been the reason the stone fell off.
  
  Since she told us it fell off sometime in the night and she woke up in the morning to the stone off the wall. Now if it was me and that stone fell off the wall I would have woken up when it happened but she nor her husband heard anything. I too live in a ranch as do they and if my scrunchy falls off the bathroom wall in my bathroom on the other side of the house I hear it and I thats without my hearing aids. We have tried to be reasonable with her, but she has just gotten greedy. We have offered her ******* and she can do with it what she wants,
  
  Below is what I am talking about.
  We can start with the new hearth pad that we told her we would get the cost for the hearth pad is ****** she went and bought the pad for ******. there is no reason for me to pay way over the msrp which is ****** for this. Difference -422.65.
  
  now lets go to the chair. Her chair did not have movable arms and cost is ***** not the ****** she wants for the chair difference of 120.00
  
  I have attached a picture of her pellet stove and as you can see this was very worn looking,(over 20 years old) she has a quote to repair the entire stove which we will pay 2/5 of since the damage from the stone is one top and 1 side of the stove , her quote was for *******. which is 442.40
  
  We wll pay the ***** and ***** plus tax totaling  ***** for the broken misc stuff
  
  We have told her we would supply the material if our outside sub contract does the work. She has decided to go to outside source for the cost of ******* and that does not include material. our bill for her job was ******* this other company is charging almost ******* more and not even supplying the material again not paying for her to get ripped off or to me taking a kick back.
  
  We will pay the ****** and the painting of ******  even though it is one little hold to spackle and paint. See attached pictures.

  Total of all above which includes her refund for the job is ******* and we are offering her *******.

  We think we are being very fair since once again this stone has never fallen off and we have no idea what they did when they hung up the wedding photo to damage the stone. 

  Thank you. 

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

  
  

   

   

  
  

  Customer Answer

  Date: 03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After reading, *** ******** response to the BBB Stating his side of the truth. Upon me reading his response, there were numerous accusations and incorrect information that he stated in his letter. When *** ******* was in our home he assured my husband and myself not to worry because he will take care of everything. Never once did he ever say that he would help us within reason. Please see email dated 12/12/23.
  We did not like the fact that ****************** put the blame on us, that we hung up our wedding picture, and that is what caused the wall to collapse. Nothing was hung up on that wall. In the pictures he submitted, there was one in particular that he assumed was our wedding picture on the floor lying next to our pellet stove. What was lying on the floor was a seasonal fall sign that was on our mantle. I will attach a photo of the sign and our wedding picture for you to see.
  I Never heard anything fall during the night. Our bedrooms are located upstairs and on the opposite side of the house. We sleep with our door closed. We also have an air purifier that I run on high that acts as white noise as well. Once I am asleep, I am a very heavy sleeper, and I really dont wake up easily. Never once to my knowledge, did I ever see ****************** wearing hearing aids. If he can hear a scrunchy fall in his shower with no hearing aids, then his hearing must be good enough to not need them. ****************** also stated that me, nor my husband heard the stones fall off the wall. My husband works shift hours, and he was on nights that week. He arrived home around 6:30 AM. When he walked into our kitchen and saw that part of the den wall had fallen down he was in disbelief. He then came upstairs and woke me up and said the wall downstairs fell down. I said to him what because I was half asleep still. We then went downstairs to look at the mess and everything that was damaged. We left everything the way we found it until ****************** could see the damage himself. We were both very upset and sad, and did not understand how a Stonewall could fall down only after five months. We immediately took pictures and I sent ****************** an email that morning explaining briefly what happened along with those pictures. He contacted me, and he arrived at an arrange time. In his statement he said that we live in a ranch home like him. We do not live in a ranch style home. We live in a two-story Victorian home. Now he was in our home, you cant miss the staircase upon entering our home. 
  My husband and myself are not being greedy. I was asked by ****************** to get him estimates and include pictures, see email dated 12/1/23. All we are looking for, is to have the damage restored in ******* and to have a new stone wall put up along with a mantle as promised. We were asked to come down to the show room at Ocean stone and fireplace at our convenience to choose a completely different stone because, we originally had a stone that were panels. We were told to choose something that was individual pieces instead. They were afraid if we chose a panel stone type again that the same thing would happen again.
  Concerning the hearth pad, to date, there was nothing purchased. All I was asked to do was to get an estimate for one plus, ****************** stated he could purchase one for a lower cost. More false facts.
  The computer chair that was damaged was my sons and he no longer needed it. Unfortunately, he did not remember what it cost nor did we have a receipt. I went on Amazon and I did my best to choose something similar.
  Onto our pellet stove its age is approximately eight years old not *************** ****************** letter. The doorpaint is coming off, making it look unfinished. That is something we have to address ourselves. But prior to the stone falling on it, the exterior was in perfect condition minus the front door as I mentioned previously. In order for a company to repair it properly, first, it needs to be disconnected from the insert that connects to our fireplace that was converted. Next it will take two individuals to carry the stove which is very heavy to outside. Next where ever there are damage sides it has to be sanded down, then it gets spray-painted with a high heat, metallic black spray paint. It takes time for it to dry and depending on the damage it may take several coats. Once the paint is completely dry, the stove is carried back inside and re-hooked up. This is something that should not be done within the home, due to the fumes and the possibility of spray paint getting on something other than the stove. I dont think ****************** took into fact the process that is involved. 
  An email dated from 12/20/23 stipulated by ****************** requesting us to have another company, install the stone and shelf. He will pay to have it installed. He says he can recommend companies to install the stone, or we can find a company of our choosing. This way we have no issues moving forward. Please see attached copy of this email.
  We received a total of four different offers and to date everyone was a final offer. Each time something was eliminated. Now his final offer he is not willing to supply the new stone and mantle as promised. But if you read one of his previous emails from 12/1/23 he states he will replace those items as well as all the damaged that occurred to ******* on 11/27/23. 
  As far as the painting and the spackling repairs, there were more than just one hole to repair. There are two holes in the wall, a spot that has a scrape with a tiny hole next to it. A cracked windowsill and damage to the ceiling when his men remove the stone.
  We appreciate all of your help, and we are looking to finally getting this dragged out situation resolved. We have provided you the truth along with back up as documentation. If you do not receive the photographs, please reach out to me and I will forward them again.
  Thank you
  **** *****