Complaints

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have decided that I am not going to pay any more money until the kitchen is done, as we discussed in the beginning with Roman Stone. I have many text conversations confirming that the job is to be complete before the final payment. I have fronted more than the down-payment at this point, leaving a balance or $900. Roman Stone have voiced that they lost money because of the wrong bottom cabinets being ordered and because of the lazy Susan cabinet being ordered by mistake and the top cabinets being ordered in the wrong size. I understand they lost money because of this, but the situation from my end of it is that money lost was not the fault of anything that I have done. The money they lost was because the person they sent to do the job was inexperienced. The installer told us he is a mechanic, and this was the first time he has ever done cabinets. Roman Stone also failed at getting proper measurements even though him and his employee were in my home for several weeks. In regards to the lazy Susan, you stated that it was us that wanted to keep it. That was not true. The man you hired Mr **** told us he had to put it in because TC stone won't take it back because he had opened the box and put it together. My wife and I have missed days from work to be home to allow for the cabinet installer to come to the house as promised by you, but then no one would show up. This has happened multiple times. That's money we lost. We have also had to endure you and your cabinet man doing work up to 10 o'clock at night because you or your installer didn't show up until late evening. We have been having to dell with waiting for you to complete the job since July. As of now, there are no top cabinets. The sink base is damaged because Mr. roman broke a pipe to the sink, and there are pieces missing. The only resolution at this point is for the kitchen to be complete 100 percent and payment upon completion and inspection of the work. They are refusing to finish the job.

  Business response

  11/17/2023

  They signed contract in august they said they will be ready in 2 months , they called they said there was issues with cabinets installer we fired him and they decided to let him finish and ********* texted he said everything good  and cabinets installed we went there to install granite there was mistakes with cabinets we corrected them and installed granite and did extra work not in the contract back splashes on walls they paid the balance for whatever we finished and we ordered upper cabinets we informed ********* that our job is finished and cabinets man will go install upper cabinets , we sent somebody they wanted taller cabinets we returned them it was mistake from them they didn’t specified how tall they wanted cabinets, we ordered cabinets again we requested a payment as soon they delivered  as soon the contract stated balance to be paid the day of the delivery and to hold $ 600 tell after they installed knowing we was not able to return first  cabinets we ate the lost , they still have unpaid balance $1500 and cabinets only $1000 if they don’t pay for there cabinets was ordered special for there house they are not getting them , they threatened us with slander business and this what happened ,      They are going to get in trouble with the law if they make fake statements , we sent u a picture for a finished job and u read the contract and see if we did what in the contract and more , you bbb even we shows our story and they lie and we have prove we won’t be surprised if you post there complain here like you did with ******* and ********* even we sent u all prove you needed , m typing this without reading there complain we are sick dealing with these people we had 4 people involved talked to them and tried to help and they made them mad and nobody wants to deal with them the last one mr **** he even offered deliver cabinets by him self knowing they made the order them self we just had to pay for it it was the second order we paid for and he asked to pay $900 as soon they get the cabinets and they pay the $600 balance for the installer as soon we finished our job there it’s only upper  cabinets and they can pay the $600 for installer , they only paid $7500 for cabinets and granite , material only cost this much they keep saying not there mistake but sure they toke the responsibility to let somebody we fired to install there cabinets and we had to re do it and hired him to do plumbing and he messed it up , they toke pictures before we finished the job to make us look bad , y’all people don’t know how to lie y’all taking pictures for back splashes before finished and why y’all don’t show pictures after we finished the job and y’all proved it and paid ! , we do what in the contract and some people they try to get a way getting something free or not to pay for making up lies , every time we tried to help and be nice with them and go back do extra work free they  talked shit to the help and we regret it nobody wants to go back do more work for this people there cabinets here they come get them free they can keep the $1500 , I told them this 3 weeks ago they just like slander our business or we go back install upper cabinets which they didn’t pay for period , ain’t going to happen , sorry 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  don’t make the same mistake I did. I recently decided to use these guys to install granite in my kitchen after sending them three detailed layout pictures of my kitchen as they requested they gave me a price to do the kitchen then they showed up with one piece of granite that was cut wrong not allowing my cabinets to open much less, not all of the granite was brought to my home and then got aggravated after me explaining to them that there was issues and the rest of the Granite was not here then the owner ROMAN begins to get hostile and the owner decides to ** me from A-to-Z cursing me out and hanging up the phone ON ME ! I asked many times just to give me my money back and they declined to give me my money back then promised to come complete the job which I have text messages and documentation stating that coming to finish the job and then said no they’re not coming to finish it that I need to pay more money Like I said, don’t get yourself in the same situation I did. The owner is very unprofessional and flies off the handle. He will not give you your money back. I am calling the Better Business Bureau and will dispute the money they rip me off Didn’t complete job no labor left a broken piece of material and left my house agreed to come back and complete job and never, avoids all my calls at end and will it refund my money

  Business response

  08/03/2023

  ***** sent us pictures of his kitchen countertops wanting to replace the countertops and the walls, after we gave him price for countertops and walls which was out of his budget, he decided to just the countertops. He confirmed the contract which states “special order contains custom material and it is not cancelable or returnable”. He then paid the deposit of the stone (June 4) and we told him we were going to have it installed within 2 weeks(June 18). 10 days after contract started(June 14), he threatened to cancel the job on us. We told him him we would be there Saturday or Sunday (June 17-18) he told us he can’t do those days and wanted us to go Monday or Tuesday, we scheduled for Monday(June 19), Bobby from our office called him to let him know that we are getting ready to head out to install the countertops and he said it would be around 1pm but ***** said it would be better tomorrow morning( Tuesday June 20) installers went to install at 10am and he started to talk to the installers about the backsplash, installers asked to see the contract. ***** showed them the contract and it did not say anything about the backsplash. They were there to install the countertops and get the balance and we installed the countertops and after they did he said that his contract said that plywood would need to be under the granite. He told us to wait until he gets plywood from homedepot, we assured him that we gaurantee our work and we know what we are doing and if he put plywood it would be his cost and his responsibility and he want us to go back and take the granite out which was already installed and cut and install the plywood after installers have finished their job. ***** wanted us to redo the job and we still think he wouldn’t pay balance because he still wants the walls done for free. We told him we don’t mind re installing the granite but we would like to get balance because the contract states “balance will be collected on the day of the delivery” which was never collected. He said in his statement that he has “text messages and documentation stating that coming to finish the job” but used our text messages from another discussion to use as “documentation”. He also made my installers uncomfortable by staying really close to them and distracting them from the beginning when they had told him to please step away from job site.

  Customer response

  08/04/2023

  
  Complaint: 20223051
  
  I am rejecting this response because: this is not true I have no signed contact and the business did not complete even the counter tops much less the job  and that stated they did.. they also wanted to used broken granite pieces to support the counter tops as I sent pics of, witch is totally a improper installation..   

  IM NOT GONNA CONTINUE TO GO BACK N FORTH WITH THIS NONSENSE THWY KNOW WHAT THEY DID AND RUN A TERRIBLE Business doing customers this kind of stuff
  
  Sincerely,
  
  **** *******

  Business response

  08/04/2023

  I sent him the contract over email and he said he received it and can I accept his credit card and I will pay the rest cash the day of job, we do not start any job/ contract until deposit is paid. The picture he sent is before the countertops were placed in. This man is a scammer and we reported to the sherif.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 16, 2023 I paid deposit of $700 for countertop install. After several failed attempts to get install, the company couldnt hold their commitments to make it to do the install. Due to the several failed attempts I requested a refund. The installed I spoke with got upset and hung up on me when I requested the refund of my deposit. A person controlling the social media facebook business page blocked me. Currently no one has spoke or contacted me about my refund

  Customer response

  04/20/2023

  This complaint has been rectified with the business. I wish to close the dispute please. Thank you. They took ownership and took care of the situation in a way that I am satisfied with. The response and resolution was pleasant.
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is very similar to the other complaints against this business. I wish I would have taken the time to read the BBB website before engaging with Roman Stone LLC. It has been a nightmare dealing with their unprofessionalism, and extremely poor craftmanship. Pro Tip: Make sure you ask for license and insurance information before any work is performed. My complaint is: 1. They completely: measured, cut, and installed ALL of the material wrong. 2. They damaged my new kitchen cabinets & drywall through the install, and are refusing replace/repair the damaged areas. 3. They won’t finish the job (66% complete). 4. The craftmanship is extremely poor (1/10). (ie. unfinshed edges) We have been more than gracious with this company, and they refuse to take any accountability for the terrible/unfinished job they have performed. All we want is the finished kitchen that we paid and agreed to, or a refund. If you are considering hiring this company - READ THE OTHER REVIEWS ON BBB, THEY ARE 100% ACCURATE! They told us the only way they would return to complete the job would be if we "gave them more money for more material and labor." What would I be paying for? More poorly installed areas, unfinished material, and poorly cut stone? I think I will pass, and so should every other consumer. We paid for 3 slabs of material (which was quoted), and they only installed 2 slabs. The 2 slabs that were placed include: an uncentered sink & faucet (pictured), piece milled edges (pictured), and an unfinished center island (pictured). Our original agreement included the entire kitchen, our master bath, and our guest bath. All we got was a poorly half finished kitchen. I would gladly retract this statement if the work was redone properly, or I was given a refund. But if history is any indication (see other complaints) I will likely recieve a poorly worded response and no resolution. The ball is in your court Roman Stone LLC. Do you have integrity or not? Time will tell...

  Business response

  03/10/2023

  ***** signed the contract when he gave us measurements bar was 36 inches and another 36 inches on the left side of the stove and we came out to measure it was 36 inches then he built new cabinets they added 12 inches cabinets and when we arrived to there house we explained about changes made and ***** agreed to pay the difference but now he want us to buy another slab needed to finish the kitchen and he wants pay whenever we finish , we are not responsible for pay more stone for changes that he made on his new cabinets, we have text msgs and measurements  to prove that he was willing to pay the difference , the pictures that he posted is for an unfinished job because he still didn’t pay for stone to finish its the unfinished job. We gave him an offer to pay the slab and we go finish and he doesn’t have to pay for the labor so we are not making anything out of this job we try everything to make the customer happy instead of paying an additional amount for labor we charge for the extra slab that is needed for us to finish the job. He didn’t pay for 3 slabs we charged for the measurements he gave us and whatever Slabs needed to finish the job we are responsible for installation, he added 24 inches on bar area instead of it being 36 x 132, now it’s 52 x 132 which is one whole slab and there is extra stone and labor involved and the other side was 36 inches they added 3 inches , he gave us blue print and told us that nothing will be changed only raised bar needs be cut , when we go installed was new cabinets and added 12 inches cabinets it shows on his pictures and he asked another 12 inches for stoles , I don’t understand how its our fault he decided to add 24 inches after contract signed , and either we do the extra work free or slander our business !!!! We attached screen shot for msgs and measurements.        WHENEVER CUSTOMERS  SIGN CONTRACT AND DECIDED TO ADD CABINATE OR INSTALL NEW CABINATE IF THERE IS MORE ADDED THEY PAY  

  Customer response

  03/13/2023

  
  Complaint: 19549362
  
  I am rejecting this response because: everything in this response is false. I would like an arbitration between myself and Roman Stone LLC. If Roman Stone LLC does in fact have “proof” they can easily show it during the meeting. I have copious notes, emails, and receipts and will be happy to explain my case with supporting documentation. Please advise when we can get an arbitration scheduled. 
  
  Sincerely,
  
  ***** ********

*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. ↩