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:05/20/2025

  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.

  On May 14, 2025 International Stone Gallery made an in-home visit in assess the unfinished raw edge of my backsplash they had installed. An unfinished edge of quartz is very sharp, so sharp it could cut you. International Stone Gallery incorrectly measured and installed an unfinished product in my home and wanted to do the cheap fix it and caulk it. When I questioned their solution, I received a phone call from the owner who immediately targeted me as being unknowledgeable of the situation and told me to have my husband call him. The technicians left. Instead of acknowledging their mistake of inaccurately measuring for the backsplash, he verbally attacked me. Since then in hopes to resolve this issue I have reached out to the business and have received zero correspondence to fix this problem. I am looking for a full refund for the full height backlash. I now have to hire another carpenter to fix their errors.

  

  Business Response

  Date: 05/23/2025

  Summary of Events Regarding Installation and Customer Complaint Client: **** *** ***** ********* Project: Kitchen countertops and full-height quartz backsplash installation Company: International Stone Gallery (ISG) Project Completion Date: May 6, 2025 Project Scope and Technical Overview On May 6, 2025, International Stone Gallery completed the installation of kitchen countertops and a full-height quartz backsplash at the ********* residence. The installation included multiple quartz components, with the backsplash extending from the countertops to an angled ceiling. The particular portion of the backsplash now in dispute is one piece measuring approximately  53” x 72” and weighing approximately 400lbs, joined to the surrounding backsplash by two seams at electrical outlet cutouts.  Due to the angled ceiling and fixed cabinetry, a minimum clearance of 1/8” was left at the top and bottom of the stone to allow a piece of this size to be put in place. This results in a 1/4” gap at the top of the stone abutting the angled ceiling, a widely accepted tolerance. We made attempts to explain to the customer that this piece would not slide in to the opening if it was the exact size of the opening from top to bottom. It would scrape the countertop below and the ceiling drywall. The 1/8" on the top and bottom is a very minimal dimension to allow clearance. An industry standard resolution, application of color-matched caulk, was offered to provide a clean, finished appearance. Timeline of Key Events May 6, 2025: Installation completed. Customer was not present. May 12, 2025: Customer contacted ISG regarding a perceived defect. ISG responded the same day. May 13, 2025: ISG offered a return visit for Saturday. Customer declined stating they wanted it sooner. So, we arranged to send two technicians the following morning. May 14, 2025 (Morning): ISG visited with two techs. They offered to use color matched caulk to fill the 1/4" gap. While the techs were still on site, the owner spoke to her to offer small caulk joint (industry standard) or he stated that we would gladly remake the piece but if it was to touch the top and bottom it would need 1, possibly 2 seams. The customer refused both options. She said she needed time to consider. During the call, the owner inquired if the customer’s husband would be available for the discussion — a customary question when there is more than one name listed on the account. The customer accused the owner of being disrespectful and misogynistic. (This claim is firmly denied. A female office manager, with ISG for 4 years, who was present during the call, confirmed the owner remained civil and professional throughout.) May 14, 2025 (morning, ~10 minutes after call with the owner): The customer’s father called ISG and behaved in a hostile and unprofessional manner. Subsequently: 2:47 PM: Negative review posted on ******* *********** ******* ******** group. 3:30 PM: Review was removed after approximately 10 contractors and past clients responded in defense of ISG’s work, stating how good it looked especially considering all the variables involved. 3:52 PM: Negative review reposted to ISG’s company ******** page. ~5pm: ISG posted a formal public reply to the review, clarifying the situation and reaffirming its position. The ******** review was removed shortly afterward. May 20, 2025 – 9:55 AM: Customer emailed ISG demanding a full refund of the entire $11,379.00 project cost. Before ISG could respond, the customer filed a complaint with the Better Business Bureau (BBB). May 21, 2025 – 8:16 AM: BBB complaint was officially filed. The complaint inaccurately attributes the disputed value to the entire project rather than the specific backsplash segment in question. ISG’s Position  International Stone Gallery stands by: The quality and integrity of the full kitchen installation; The appropriateness of the installation methods and tolerances used; The professionalism of its staff; The reasonableness of the proposed resolution to address the customer’s concern. Documentation and photographs of the installation are attached for review. Respectfully, Joe *******

  Customer Answer

  Date: 05/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    I emailed Somers ******* directly at his International Stone Gallery email on May 15th, 2025. I received nothing and followed up the following week informing them of my next course of action.  The ISG staff was nothing but polite to me, the owner is another story. Beyond the sales room, a man name Chris came to my home to measure for the countertop and the backsplash on separate occasions. He was very nice and ultra chatty. He was in my home for 4.5 hours to measure for the backsplash. He had told me had come directly from a seminar that morning for measuring for full height backsplashes and how he had this new cool globe laser to use. My home was his first project using it, so he wasn’t quite acclimated to all its features yet. We specifically discussed the top of the backsplashes and we seemed to be very much on the same page as to what was going to be produced. I requested a clean edge tight to the ceiling for above the range, and we even discussed the ledge on the other side of the kitchen to be finished with a ledge. He said he noted everything we spoke about and left. 3 weeks later the installers arrived to install the backsplash. A couple of days later I reached out to ISG to what could be done with the backsplash top. After playing a bit of phone with Gaby in attempt to set up an appointment time we she told me they could fit me in the next day. That evening when I spoke with her I asked what my options were, she said she didn’t know, but the guys would be there in the morning.The next morning two techs showed up. They took pictures of the 5/16” (0.3125) gap above the range and went outside. Minutes later I received a phone call from a number I did not recognize. It was a man who introduced him as “Somer from International Stone Gallery.” From there immediately Somer jumped to the defense of their work even though he was too lazy to come out to see it for himself.  The work was not done as it was supposed to be done. Very early on in the planning process I sent my full kitchen blueprint which does not include crown across the top of the range. I wanted and expressed many times I wanted a clean finished look, now after hiring one contractor for a short term fix to fill the gap you can see even clearer the true size of the massive unacceptable edge left to butt up to the wall! I have attached a picture of this. I did not want crown, and now I have to hire another carpenter to install the crown that I had to special order to match my cabinets. Additionally, as a result of Somer’s unprofessional behavior and myself being reluctant to allow such a business to have any more presence in my home than they already do, I have to hire another outside contractor to drill holes for my pot filler. Now that’s 3 separate contractors plus materials I invested in to fix ISG’s mistakes. They incorrectly measured as a result of lack of experience with the new tool he had and there’s a variation in the cut resulting in 5/16” gap.  Whether you want to attribute the major mis-measurement to user error or a worn saw, either way it is unacceptable.  The one and only time I spoke with the owner, I was so horrified by his conduct I almost asked to speak with his manager because he never introduced himself as the owner. After we hung up I was so upset I was shaking. I then went outside and spoke to the tech’s and asked them whom it was I spoke to. They told me it was their boss/owner, and apologized to me for his behavior and told me “he can be like that sometimes” I told them thank you for your time and that they can leave. On the form I filed through BBB it asked how much money was spent with the company in question. Total money spent was $11379.00. As I stated per my email directly to the business I would like a refund for the full height backsplash $3570.00. 
  
  Regards,
  
  ***** *********