Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A salesperson came out and looked at the bathroom where I wanted to do a replacement with a shower. The date we entered into a contract was April 1, 2024. I wrote a check #**** for $5,697.00. I was told the project would start within the twelve-week window. I was told I would receive a call when the materials came in. I talked with the salesperson afterward and asked if they could install a commode and vanity if I supplied the materials. He explained they could do this with an added cost. I received a text message indicating materials were ordered on April 16th. I became unemployed on April 18th and started paying bills out of my savings. I called LJ Stone on May 9th and left a message with *** to give me a call. I didn't receive a return call, so I called them back on the following Monday, May 13th, and was informed by *** once the materials came in, they would call me two weeks afterward to set up a date for installation. I received a text indicating the materials had arrived. I hadn't received any notifications from LJ Stone in four weeks. I called *** on June 14th and explained I had to cancel the contract because I didn't have a job and using savings to pay bills. She explained that the salesperson, ****, would call me to set up financing even though I wasn't employed. **** called me on June 19th and left a message. I didn't return his call because I wasn't going to be able to complete the project with no employment or income coming in. *** indicated they were waiting for me to purchase the commode which wasn't true. I already had it replaced due to leaking and high water and sewage bills. I called LJ Stone on July 1st and was transferred to Business Manager ****. He explained if the contract was cancelled it would cost me 25% of my payment and he would call me back in a couple of days. I received a call on July 9th indicating I would receive $381.00. I hadn't received any services from LJ Stone and felt I was taken advantage of.

  

  Business response

  07/11/2024

  We understand that life happens, and homeowners circumstances change. We pride ourselves on being responsive and working with our customers for the best possible solution when the unexpected happens. Clearly Mrs. **** has had an unfortunate situation develop. 
  
  As it was explained to Mrs. **** at the time she authorized the agreement, all products are custom made for the homeowners project, thus the request for the down payment.  Mrs. **** never communicated with anyone on the companys staff about losing her job until we called her on 6/14/24 to schedule installation.  Unfortunately, since she didnt inform us of her situation until 2 months after it happened, all the products were ordered and manufactured for her project.  We had no way of knowing about her loss of employment. Had she informed us earlier,perhaps we could have stopped production of the materials and had more options.
  
  Regrettably, we are now in the difficult position of having to enforce our contract to cover the cancellation fee and costs that have been incurred for her special order products.  

  Customer response

  07/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************
  

  Customer response

  07/24/2024

  My issue has not been resolved and LJ Stone misrepresented themselves when communicating with me.  I did not receive confirmation from them within the two week window of service provided to me. Once I had to cancel the service due to unforeseen circumstances than it became an issue for the business. I feel as a single female I have been taken advantage of. I was told that I would lose 20% of what my down payment was and then after calling me back a week later was told I would receive $381. I had no control over my circumstances and dont feel this is a fair decision.

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  My issue has not been resolved and LJ Stone misrepresented themselves when communicating with me.  I did not receive confirmation from them within the two week window of service provided to me. Once I had to cancel the service due to unforeseen circumstances than it became an issue for the business. I feel as a single female I have been taken advantage of. I was told that I would lose 20% of what my down payment was and then after calling me back a week later was told I would receive $381. I had no control over my circumstances and dont feel this is a fair decision.
  
  Regards,
  
  *****************

  
  

  

  Business response

  07/24/2024

  Please see our original response to Mrs. ****** complaint.  Our contract is very clear regarding cancellation fees or costs incurred when cancelling custom products.

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************
  

  Customer response

  07/24/2024

  I havent received any communication from LJ Stone other than through messages here. I was told I would receive all with the exception of 25%.  I have filed a complain with the attorney general to look at my case. If not settled I will obtain an attorney for further action.  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a bathroom remodel from this company. We signed the contract on October 10,2023. We put a deposit of $2,031 that day. After discussion My wife and I called and canceled this transaction on October 11. The following day October 12, the deposit check cleared my bank. This was cashed before the 72 hour cancelation policy. So I called and asked them to send me a refund check. They replied that they had to wait 10 days. They told me that my refund would be mailed Friday October 24. We are still waiting for the refund check. It should not have been cashed before the 72 hour cancellation period.

  Customer response

  10/25/2023

  I received the refund check today and my name was spelled wrong!!

  

  Business response

  11/28/2023

  We have reviewed our files.  The customer cashed the refund check on October 26, 2023.  We closed the file at the customer request. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Awful communication over the course of the entire timeline. Nearly all communication from this company was received only because I had to contiually reach out. Scheduling was a nightmare. They would call less than 24 hours before they would want to install. Both my wife and I work full-time, and cannot drop everything on a whim. When requested a Saturday, our salesman told us they don't do weekends and that they had never had an issue with someone having availability during the week. When I requested more notice for scheduling, their reply was "what, like two days?" Unacceptable. I expressed my frustrations to both our salesman and ***, and neither really seemed to care, offer any sort of apology, etc. They had us locked in a contract, so they are getting their money regardless of how awful the office performs. They have both received all of these comments directly. The one bright spot in all this was ****, our installer. He was the first one to express any concern or offer an apology, even explaining why the issues were likely happening. This gentleman is what saves an awfully run company like LJ Stone. He was prompt, knowledgeable, and did fantastic work. It's a shame that an installer should be the one fronting apologies when anyone at any time could have reached out.

  

  Business response

  03/13/2023

  We appreciate our customer taking the time to give us their feedback on our performance.  While we are glad they are thrilled with ***** work, we are disappointed that we didnt perform at the level they expected.  Our goals arent being met if we fail to meet or exceed their expectations. 
  
  Our leadership team is aware of the shortcomings Mr. A**** has pointed out in their complaint and will be focusing on what we need to do to perform better for our customers.  Our #1 goal is that all of our customers receive a 5 STAR experience with ***** Stone. 
  
  Our Business Manager will reach out to Mr. A**** directly to discuss his concerns.
  
  

  Customer response

  03/13/2023

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

  This is a corporate response, devoid of any real concern. They don't care about the customer, and I haven't heard from any owner about my experience. 
  
  Regards,
  
  ***********************

  
  

  

  Business response

  03/14/2023

  At this point, we are not quite sure how to respond. We take any complaint about our companys performance seriously.  The customer requested contact from us so that he could discuss his concerns. We have offered to have our Business Manager contact the customer. 

*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. ↩