Complaints

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

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  Nature Stone Flooring

  1955 Midway Drive Twinsburg, OH 44087

• 

  Nature Stone Flooring

  29431 Lorie Lane Wixom, MI 48393

• 

  Nature Stone Flooring

  7546 Pondersora Rd., Ste. D Perrysburg, OH 43551

• 

  Nature Stone

  400 Watercrest Way Cheswick, PA 15024

• 

  Nature Stone

  3367 Urbancrest Industrial Dr Urbancrest, OH 43123

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:07/31/2024

  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 had a Nature Stone floor installed in my garage on Nov. 10, 2020. The floor came with a 10 year warranty. Within the last two years, the stones have been coming loose, and causing depressions in the floor and loose stone on the surface. Because of this the floor surface is uneven and unsightly. It is starting to deteriorate more quickly. I tried filing a claim last year, and was unsuccessful. I began by calling the company last year with the first call on July 18, 2023, and continuing until August 1, 2023, with no acceptable response, and mostly no response at all. I called a total of five times. With no success, I contacted the Pennsylvania Bureau of Consumer Protection. With their help, I received a response from the company. The letter to me and to the Pa. complaint office was written on the Nature Stone letterhead, and signed by ******** ** ***** ***, In-house Legal Council. I received the letter on August 18, 2023. The letter indicated that a repair team would arrive on August 21, 2023. They never came. I did not anticipate that my warranty request would take so long and I ran out of time. The Pa. Bureau of Consumer Protection could not pursue it any further but gave me other suggestions. I decided to pursue it again this year and seek your help. So, I contacted the company again, by phone on 7/22 2024, and got no response. Then I submitted another warranty request (request number 4), on 7/25/2024, again, with no response. At this point I am just looking to get the materials and detailed Instructions that I need and do the repairs myself. Can you help? Thanks.

  Business Response

  Date: 08/02/2024

  Thank you for bringing this to our attention. We thought this was handled last year by our Pittsburgh facility. After looking into it, we found it was not. Our sincerest apologies to the customer. We will be contacting the customer shortly to get this taken care of. 

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The company sent a representative to my home for inspection of the problem, and provided me with a date for repair and re-sealing of the floor.  Assuming that they show up on the scheduled dates, and provide the necessary repairs satisfactorily, I am happy with their immediate response.  Thank you to the BBB for helping me in this matter.
  

• Initial Complaint

  Date:07/24/2024

  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.

  Contracted on 1-30-2024 for patio concrete overlay to be replaced with nature stone. Install date was April 25, 2024. After many delays, work was scheduled June 17, 2024. Contract description of work was to heavy grind and deep grind cracks and joints. 2 Workers came out on June 17, 2024. The grinding was done lightly; the grinder was too much ampage for the outlet.
  We asked them not to step in the new landscaping we would give them a board. They said they had a board. They left after framing the patio and they did walk in the landscaping, tearing a plant, and they spilled epoxy all the way down the driveway and were going to leave without attempting to fix the spill. My husband talked to the supervisor so they came back & put sand over the epoxy spills but did nothing at the curb in front of the house where they parked. My husband asked them if they were coming back the next day and they said no we would need to call the office. I emailed **** ***** the PA installation manager and asked for the contract to be cancelled; the framework taken off the patio, the deposit refunded, the landscaping to be fixed and for Nature stone to pay for the epoxy spill cleaning. The framework was removed the same week; received an email from ***** ********* on June 25, 2024 stating she would help with issues, asked for a bid for the epoxy cleaning. I sent a bid on July 3, 2024 to her email. Emailed her on July 9, 2024 to ask for status. On July 12, 2024 at 10:31am I called ************ & left a message for her to call me back. On July 15, 2024 at 9:37am I called ************ & left another message for her to call back. On July 16, 2024 at 10:24am I called ************ and got a live person who said ***** ********* no longer works there and that I need to speak to **** *****. On July 16, 2024 at 10:39am I emailed **** ***** and advised that I want the $1500 deposit back and the cost to get the driveway cleaned to settle the matter with deadline of July 23, 2024.
  No response.

  Business Response

  Date: 07/25/2024

  Thank you for bringing this to our attention. Our Pittsburgh location had been handling this with the customer directly. We apologize to the customer for not resolving things sooner. At this point, our corporate headquarters has been made aware of the situation and is taking over its resolution with the customer. Our Operations Manager has called the customer twice and left voicemails. He is waiting for a return call. We will respond to the BBB accordingly once a resolution has been reached.

  Customer Answer

  Date: 07/26/2024

   I am rejecting this response because: After filing the complaint, we received a call on 7/25/2024 at 10:56am from **** ********** ************ **** ****

  He spoke to my husband and said we would get the $1500 deposit back and they were going to send someone from Ohio out about the driveway. My husband said that I would call back with questions. I did call back and left a message on ****** voice mail to ask about when would we hear back on the cleaning yesterday.

  Have not heard back. I checked our home phone landline which is the number he first called on and I gave him my cell number and told him he could email or text if he liked when I left the message but have no voice mails from him on either number.

  At this point I feel like I am getting a runaround again. When am I to expect the deposit payment back and why are they sending someone from 2 hours away to bid on cleaning the driveway when I gave them a bid from someone in Pittsburgh?

   

  
  

  Business Response

  Date: 07/29/2024

  Yesterday was Sunday. We are not in the office on Sundays. **** was to call the customer on the next Monday, which is today. Our apologies for the confusion. Further, we are not bidding on cleaning the driveway, we are cleaning it for free. And yes, we are sending people and equipment from our corporate headquarters to handle this, which is about a 2 hour drive to the customer. Thank you.

  Business Response

  Date: 07/29/2024

  As a follow-up to my earlier response, **** called the customer and the
  call was sent directly to voicemail. A message was left for the
  customer. **** will be out of the office for the remainder of today and
  tomorrow. He will try to call the customer again on Wednesday. Thank
  you.

  Business Response

  Date: 07/31/2024

  To again follow-up on our response, **** ********** again attempted to call the customer and her husband today as he said he would on Monday. Neither of them answered and voicemails were left for both. He is waiting for a return call. Thank you. 

• Initial Complaint

  Date:07/17/2024

  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.

  Jan 26, 2024 - Front part of garage floor was poured
  Jan 29, 2024 - Back part was poured
  A large, ragged crack across the length of the floor with several sunken sections was evident, not a "blended line". The next 2 weeks we left messages of the problem to ***** at ************, with no calls answered.
  Feb 12, 2024 Sent email to **** **********, salesman who sold the floor. After add'l phone calls, service appt was set up
  Feb 27, 2024 Service man came out, looked it over and said he couldn't repair it
  Another month of phone calls, messages and emails -appt was made
  April 4,2024 2 service men came out to inspect. They admitted the joint was not done correctly and adjacent areas were shallow. They said they could fix it, but needed to check in with the office. After the call, they said they couldn't do it, took pictures, made inspection report and left. Spoke with *****-she said something would be done to remedy
  May 10, 2024 Many calls to *****, she finally said they would try something to fix it. Set up inspection for May 24. She also would send paperwork to the corp. office
  May 24, 2024 No show for appt nor cancel; we called for another appt, scheduled for May 30
  May 30, 2024 1 hour prior to appt, serviceman called-had family emergency but supervisor would be there to replace him, he was a no show. Another phone call to Nature Stone to get them to reschedule- appt set up for June 17
  Early June - Nature Stone canceled appt. All service work on hold because of an equipment problem
  Called **** ***** nature stone rep, to try to resolve this issue. He claimed paperwork was sent to corporate office.
  July 16, 2024 (5 ½ months since garage floor was poured) We have still not heard back from anyone with Nature Stone. The product we purchased does not live up to the standards they were to deliver. Their company values include “our overwhelming commitment to workmanship and excellence”. Nature Stone has greatly failed and would prefer to ignore the problem.

  Business Response

  Date: 07/19/2024

  The job was completed on 1/29. The customer contacted us shortly thereafter to inform us of a perceived issue. We immediately dispatched a service tech on 1/31, and returned to the installation. The service tech saw no issue at this time, but offered to replace a small portion of the job in an effort to satisfy the customer. The customer agreed with the service tech and declined any work. The customer then signed a form acknowledging his full satisfaction, paid his balance due, and the service tech left. If the customer now feels that an issue exists, he is welcome to submit a warranty claim and we are happy to handle it in the normal course. Thank you.

  Customer Answer

  Date: 07/26/2024

   I am rejecting this response because:
  
  
  Their facts are not true. The day the floor was complete, I paid the balance and, on an Ipad, signed off ONLY that the job was completed. After two weeks of unanswered phone calls and voice mails, we sent an email to the salesman **** ********** (email attached). When the service man came out finally on Feb 27, 2024 (a month later), his solution would only make the problem worse. He again had me sign his Ipad that he came to my home for an appointment. April 4, second crew came out to inspect and made a report. Additional appointments were made and Nature Stone continued to no show or cancel. After 6 month, having 2 inspections and 5 appointments to do the repairs, Nature Stone was well aware of the problem and we were strung along with no intention of correcting anything. The final straw was the phone call from **** ***** days before the June 17 appointment, stating that all service work was put on hold because of equipment failure. He did confirm that my paperwork requesting compensation was forwarded to corporate but they worked "slow".  Never once did we say we were satisfied and only acknowledging that the job was complete. Nature Stone continued to lead us along, perhaps because we are elderly, and felt they could get away with less than an excellent product. In addition, the lead man on the crew that constructed our floor was terminated shortly after that. 

  Business Response

  Date: 07/29/2024

  We have over 100,000 very satisfied customers throughout the many markets we service. We treat all of our customers equally well and do not consider their age when evaluating an issue or warranty claim. The insinuation by the customer is absurd and has never been discussed at any point of our relationship with him. That said, our facts are accurate and the customer, regardless of his age, needs to go through the warranty claim process as inducated in our prior response. We are happy to give any warranty claim the customer files all due consideration. Thank you.

  Customer Answer

  Date: 08/02/2024

   I am rejecting this response because:
  As we pointed out in the last response, your "facts and dates" are less than accurate. Your office people were well aware of the crack in the floor when the work was performed. After talking with them and being strung along for 6 months with two inspections and three other no show appointments, there is no disputing there is a problem. On April 4, 2024, two servicemen came and wrote up an inspection report with pictures and stated the floor was not done correctly. This was reported back to ***** in your office. After the report, there were additional no show appointments, and a discussion with **** ***** to submit a claim for compensation. He said he already did it, but it would take time. At this point, we have heard nothing. If this is not a claim from day one - what is it? Is this how you satisfy 100,000 customers?? This situation needs handled now and take responsibility for your mistake.
  
  

  Business Response

  Date: 08/07/2024

  As stated multiple times, we are happy to handle this through our warranty claims process. To date, the customer has not submitted a warranty claim. Please have him do so and we will give it all due consideration. Thank you.

  Customer Answer

  Date: 08/30/2024

  [[BBB transcription via live chat]]

   

  Consumer stated they have completed the warranty claim process about 2 weeks ago and have not heard back from the business. They would like a follow up. 

  Business Response

  Date: 08/30/2024

  We are in receipt of the customer's recent warranty claim and will respond in the normal course. Thank you. 

• Initial Complaint

  Date:07/05/2024

  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.

  I received an e-mail fron the Nature Stone Floor Company on 6/28.2024. It was their "248" offer. They were advertising to do 248 floors for $2.48 per square feet If you chose one of three colors in their advertisement. They said "That's It. Very Clean and Simple".
  The only stipulation is that the in-home estimate must be scheduled between now and 7/7.2024 and there was a minimum of 400 square feet.
  I calulated that My job was 407 Square feet and the cost to be $1009.35. I scheduled the in-home estimate for 7/2/2024 at 10:00AM.
  The representative told me the cost of the floor would be $4900.00. That price is five times greater then the advertised price
  I feel that the Nature Stone Floor company completely misrepresented the cost of their flooring and performed a "Bait and Switch" tactic in tring to sell me their floor.

  Business Response

  Date: 07/08/2024

  Thank you for bringing this to our attention.

  This is the language taken directly from the email that was sent to the customer:

  * Does not include the cost of installation. Minimum 400
  square feet. Cannot be combined with other offers. Terms and conditions apply.
  See our website for full info.

  This is the language taken directly from our website offer terms and conditions page:

  $2.48 PER SQ.FT. SPECIAL
  The advertised special of $2.48 per square foot is based on our Buy Now Incentive, is only valid on a floor 400 square feet or larger, only applies to garage floors, basement floors, and other indoor areas, and ONLY applies to Erie Shore, Nature’s Blend, and Quarry Tan stones. Any area of your garage that is outside of the garage door and is exposed to the elements, commonly known as the garage lip, is NOT considered to be a garage area and IS an outdoor area. Installation
  is extra. Due to the increased costs of multiple sales visits, our Buy Now Incentive is ONLY valid at the initial sales presentation. All other purchases that are less than 400 square feet or is an outdoor area will receive a discount off of both material and labor that varies depending on the size of the project with our Buy Now Incentive. The discount will be off the current retail pricing as established in the Material Pricing Sheet. All discounts and/or the advertised price per square foot DOES NOT apply to the cost of installation, extras, upgrades or to any finance purchases. Any offer for free installation does not apply.  Prior sales are excluded. This offer may not be combined and is not valid with any other offers or coupons. This offer only applies to corporate owned and operated locations.  Offer expires July 31, 2024, but may be changed, altered, or discontinued at any time without notice.  ** **. ****** 

  This offer does not include the cost of installation, which is very clearly noted in both the email advertisement and in the terms and conditions.

  Please let us know if you have any other questions.

  Customer Answer

  Date: 07/09/2024

  That is not true.  The advertisement I received on 6/28/24 does not include the words "Installation not Included"  Those words must have been added after the represenitive came to my house.  I have a copy of the advertisement that was sent to me.  The only requirements on my advertisement is it must be 400 Square Ft and must be purchased by 6/60/2024.  

  Customer Answer

  Date: 07/09/2024

   I am rejecting this response because: I have included a copy of the ad I received on 6/28/24
  
  
  
  

  Business Response

  Date: 07/10/2024

  [[BBB transcription via email, see attachments]]

   

  Please find attached the email advertisement that the customer would have received. I have highlighted the disclaimer for emphasis, which very clearly states, “Does not include the cost of installation.” Additionally, as was mentioned in my previous response, all of our ads direct potential customers to our website for full information/details, and our website displays the terms and conditions for whatever offers we are promoting. For this offer specifically, the disclaimer very clearly states, “Installation is extra.” I really do not know what else can be said or what resolution the customer is looking for. If he wishes to purchase a floor from us, we are happy to extend this offer to him as it is being promoted. Thank you.

  Customer Answer

  Date: 07/10/2024

   I am rejecting this response because: Please find attached the e-mail advertisement I received on 6/28/24 that DOES NOT INCLUDE the words "Does not include the cost of installation"  These words were added on a later e-mail advertisement.  
  
  
  
  

  Customer Answer

  Date: 07/10/2024

  Please find attached the e-mail ad I received on 6/28/24 that DOES NOT INCLUDE the words "Cost of installation not included"

  The ad states they are installing the floors for $2.48 per square ft If I select one of the three colors..  The ad does not say the $2.48 is the cost of the stone only!  In my opinion this is a classic "Bait and Switch Advertisement"  I feel Nature Stone is blaming ME and not themselves for sending me a false advertisement.

• Initial Complaint

  Date:06/27/2024

  Type:Order 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 signed a contract with Naturestone on 9/23/23 to remove old stone coating and replace with new for my front step, With initial agreed upon date for the work was 10/31/23. Technician arrived on that day and I was told it was too cold to apply the coating and due onset of winter must be delayed till spring. The work was rescheduled for 5/22/24, however on that day Naturestone called and told me their entire team had "called off "and the job would need to be rescheduled again. I called several times to find out when the work would be performed only to receive " we will get back to you" responses that never materialized from both local office and HQ ( **** ). One call to HQ resulted in a 8/1/24 date , but that could not be confirmed by the local office. To this date the work remains unscheduled.
  Naturestone has repeatedly failed to live up to the contract through canceled work dates and shown a total lack of response to my issues. I have lost all confidence in their ability to perform the job due to breach of contract. I would like to cancel this contract, however any cancelation on my part could cost forfeiture of my deposit ($925) due to "restocking charges". I request that Naturestone return the total deposit to me and consider the contract null and void for non-performance on their part.

  Business Response

  Date: 07/05/2024

  Thank you for bringing this to our attention. We had been in communication with the customer directly and at no time did they indicate to us that they wish to cancel their contract. As such, this is coming as a complete surprise to us. The original installation was scheduled for October 27, 2023. It rained that day, and we cannot install outdoor jobs in the rain. Since the weather was about to turn entering the winter months, both us and the customer decided it best to wait until the following Spring to reschedule the installation when the weather would be more appropriate. We spoke to the customer in March and scheduled for a day in May. Unfortunately, the crew who was to install the job that day was unavailable, and we needed to reschedule to a later date. We called the customer immediately and it was agreed by both parties to reschedule to August 1. I'm sure we could have gotten it done sooner, but this was the date that the customer felt worked best for them. At this time, we have the job scheduled for August 1, and have never heard from the customer otherwise until receiving this BBB complaint. However, if the customer wishes to cancel their contract, we are happy to do so. We just want it on the record that we have been very responsive and transparent with the customer, and that the customer, unfortunately, is not being forthright in their complaint. That said, we will process the cancellation and remove this from our schedule board. 

  Customer Answer

  Date: 07/09/2024

   I am rejecting this response because:  Just cancelling the project is insufficient since a deposit was made of $925 and no commitment by the company to return the total amount was included in the response.  The general tone of the response makes it seem that the company is the victim and that I was uncommunicative, this is in error, but I do not wish to continue pointing fingers.  An acceptable response to this complaint is to cancel the contract AND return the entire deposit within 10 business days.
  
  
  
  

  Business Response

  Date: 07/10/2024

  As stated in our prior response, the contract has been cancelled. The deposit is being refunded in the normal course. Thank you. 

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will consider the compliant settled if I receive the full refund by 30 July 2024.  If not received, further action will be necessary.

• Initial Complaint

  Date:05/21/2024

  Type:Customer Service 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.

  Nature Stone has not responded to my numerous requests to reseal the porch. The Nature Stone was placed on the porch awhile ago and when they once sent a person to seal the porch the person left the project before it was completed. My phone messages are continuously ignored at Nature Stone.

  Business Response

  Date: 05/22/2024

  Thank you for bringing this to our attention. Unfortunately, the consumer's labor warranty expired in 2019, about 5 years ago. Additionally, the consumer had some contracted for work done in 2021 that he never paid for and still owes us a sum of $255. We explained both to the consumer several times since 2022. If you have any other questions, please don't hesitate to reach back out. Thank you.