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Business Profile

Stone Setting

Design Imaging, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Stone Setting.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/17/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    They sent me caulk that was not properly mixed which turned orange 2 days after being installed. They admit that it is their fault via email but will not provide compensation for the cost of taking the bad caulk out and replacing it which will be a further $300 expense.

    Business Response

    Date: 05/09/2024

    On March 1st, the customer purchased a tub surround kit from one of our retail partners. The kit included adhesive and silicone needed to install the tub surround. On April 11th, she contacted us to let us know that her tub surround had been installed, and that the silicone used during the installation had started to turn orange. We offered to send replacement silicone at no charge and promptly sent the silicone to her.

     

    The customer was not satisfied with the resolution and requested additional compensation to pay for the labor to install the silicone. Our warranty policy clearly states that we will replace any of our products that are deemed defective, but it does not cover any labor costs associated with the replacement. We explained this to the customer, and made a good faith effort to resolve the customers concern while still abiding by our warranty policy.  

Design Imaging, LLC is NOT a BBB Accredited Business.

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