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:04/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In august of 2023I purchased through ****** a man made surface for my kitchen countertop that that I have used twice before in two other homes. In late march of 2024 my integrated sink developed a crack. I called ****** customer Solutions and they put me in touch with BC stone . I spoke with *********************** who asked me to send him pictures of the sink which I did. I also asked him to send someone out to look at the sink which he never did. He then informed me that Sage surfaces said that it wasn't covered because the crack was caused by dropping a heavy object on the surface. When I looked under the sink I saw spider web cracks and I sent this picture to **** and he said the case was closed because they have decided it was an impact not a flaw in the material. He did this without ever looking at the problem. ****** is still trying to get information from BC stone and sage surfaces but there is no response from either business. My warranty number is ********. I also have email communication with ****** and BC stone.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a kitchen from Wren and they contracted BC stone to put in Quartz countertops and backsplash. They put in countertops first then measured for a huge backsplash to be installed. They told me they don’t cut holes for exhaust fan that I would need to buy a drill and make the holes myself. Upon installation of backsplash which should have been installed first they damaged two cabinets and scratch left and right sides of Quartz. They tried to buff out the one side and removed the shine. They said they would come back to repair. I told them to not cause damage to my stove since in is in there right. They said they might have to cut Quartz but opened stove and lift stove then they went outside and called their boss He called me and told me they have to move stove they also scratched my floor. I said move stove the next thing I knew they took pictures of my floor saying I scratched my own floor moving my refrigerator. I have a video showing where they took pictures of dirt saying it was scratches and the original scratch. There boss Ben told me the damage cabinets where caused by the installer I told Ben they took pictures and were professional then he said it was the propane installer. The next thing I knew they said the stove was to heavy to move. And drove off I ran after them thinking they were on the phone. I called Wren and was told that it’s my responsibility to move the stove or they will not come back. They moved stove prior causing damage. They no the stove is in tight. And will cause damage when pull out I was also told that it was my responsibility to prep the floors and kitchen with coverage. And was told after all there are damages with construction. I told them the cabinets were installed without any damage. If the back piece was installed first than the countertops this all could have been avoid. I’m not an installer of Quartz. But what makes sense? Now I’m left with damages. Don’t no if video went through of me wiping up dirt that they said were scratches and the original scratch.