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:08/26/2024

  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.

  The stone was not to edge, like I was told. Epoxy dripped all down in spots making the entrance tacky. The floor dips in the back (I was told it would all be leveled- it is not) on the left side there is a hump (the floor was not previously lifted to cause this hump- just cracks). The sales person also confirmed the floor would be leveled. I contacted them Monday morning regarding my concerns, Rose refused to listen to my concerns and that the owner would contact me as he was out on a job. The owner contacted me after 6pm I explained what was going on, he made excuses and that he had no time to come out until late in the week. Scheduled for Friday 6:30-7pm and he would call when he was on his way. Friday came, no phone call, did not show. I called him closer to 8pm to find out what was going on and he said he forgot, no one contacted from the office nor him. Said he would call me the following Friday and still no contact from him or the office on what is going on and when they are to come to fix their mistakes. All these actions are proving they are avoiding me and fixing the mistakes made during install but they were paid 100% day of.

  

  Business Response

  Date: 08/31/2024

  After estimating the project, a contract was signed in which it was clearly explained—in person and in writing—that the flooring would follow the contours of the existing concrete. This means the flooring will not be completely level, as stated in the signed contract.
  Before the job was scheduled, the customer requested that the crew arrive at a specific time, and we accommodated this request, even though, like most businesses, we typically provide a time window. The job was completed as agreed upon, and at the time, the customer expressed no concerns and paid in full.

  
  However, the customer later contacted us with several complaints, including that the flooring is not level. As per the contract, the flooring was never intended to be perfectly level but rather to follow the natural contours of the concrete. We responded to these concerns as quickly as possible, with the owner reaching out after 6 PM, immediately after finishing another job. He prioritized contacting the customer the same day rather than waiting until the next day.

  
  The owner did initially delay the appointment due to a positive COVID test but later inspected the floor and found no issues. The concern regarding the flooring not being level was never promised, as it was clearly outlined in the contract that the flooring would follow the concrete's contours.

  
  At this point, the responsibility lies with the person who signed the contract. It is unreasonable to expect the flooring to be leveled when that was not part of the agreement.
  In summary, we always strive to be professional and deliver quality work. The job was done correctly according to the terms outlined in the contract. We have been in this business for 20 years and have never received such a complaint.

  Customer Answer

  Date: 09/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** ******

  I would like to quote from Miracle stone’s webpage “Our qualified installation team will walk you through every step until you are satisfied with everything. We get it right the first time and every time.” This is far from correct. I asked an entire note book page of questions, was rushed through never explained anything extra. When Rose, the estimator came to look at the garage floor, I brought up about the cracks & asked will this make everything leveled & she stated yes. That I could only do the stone & not the other service they offered due to the cracks and making sure it would be leveled. Carmin wants to state I would have had to pay extra to have my “terrible garage floor”(his words)leveled but funny never once was addressed by Rose nor him before completing the job. I came out when they arrived to go over everything, I was ignored and not listened to. Which I asked to be pushed back some due to an important work meeting, which was only 15 mins from their arrive time. When I addressed the stoop in the garage Carmin wasn’t even going to cover that, it is part of the floor & was discussed with Rose who clearly did not inform Carmin of this. There is a lot of lack of communication with this company. I asked the questions & they declined to properly answer them to trick people. These tactics are unprofessional & everything they state on their website they don’t do to attract customers & that is wrong. I would like to point out directly from Miracle Stones page online. “DON’T BE HUSTLED by salesmen bashing other companies.”- Carmin bashed Nature Stone while at my home not inspecting the mistakes he caused with the floor. The tactics these two have is disgusting. To be attacked by a narcissist in your own home who is the owner of this business is horrible. Carmin didn’t come out to fix/look at anything, he came to attack me in my home, never listening to what I had to say, talking over me & dismissing my concerns & being blatantly lied to from the beginning. I would also like to point out other people have complained about their actions & lack of accountability for mistakes made to other’s floors. They make you initial for the color of the floor as they use a different color than what you pick- makes sense now. They stated in their response that I didn’t even mention anything when the job was completed, they couldn’t get out of here fast enough after receiving payment. Carmin never went over anything during this entire process. For someone whose been doing this for “20 years” he never bothered to walk me through anything or if I was satisfied with the results- he ran to the truck. I’ve had to reach out about everything during this entire process & after to address my concerns. The only reason Carmin reached out after ignoring me when he was to call was due to filing this complaint- who knows how long I would have had to wait or if I would have ever heard from him. 
  
  
  
  
   

  

  Business Response

  Date: 09/03/2024

  We are sorry this customer is not satisfied with the job.  We feel the job was done correctly and according to the contract.

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company did not address anything in the previous response nor provided a solution for poor quality of work. 
  
  Regards,
  
  ****** ******