Complaints

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with 77 Stone through the local Lowes store. They wanted a 30% down payment before even taking any measurements on the counter top to be installed. There was no true estimate made, and items that were to be included in the price were later charged as extras. The payment was made on Sept 18, 2022 and here it is Nov 23 and still no tops! Appointments were made to remove and 2 days later to make the measurements. They have made 4 appointments and no showed all 4 times. Two times we were informed that our project was not big enough to warrant coming to Alamogordo to do the work. The estimate was around $6,000, next estimate was over $8,000. When they finally showed to remove the existing tops, they damaged the sheet rock above the back splash. The workers attitude was that is my problem, we will not accept any responsibility for the damage. After a discussion, I made the decision to remove the damaged sheet rock myself and increase the size of the back splash. This increased the cost by over $300.00. In the change order, which if this was done correctly in the first place, no change order would be necessary, they charged me to remove the damage sheet rock, the work I had done! Then they charged me for a warranty I specifically stated I did not want, and then charged me for 2 count them 2 sinks. When I objected to these fraudulent charges, their answer was to sign the work order and the charges would be removed later. Sorry, I do not buy that. Numerous calls to different offices and a lot of extra work by Lowes, and much finger pointing, we got the warranty removed, but they refused to remove the other fraudulent charges. In order to get things moving, I signed the change order. That was a few weeks ago. The company, Roxan to be specific, does not return calls, right up to today. I was told the tops were to be installed on Nov 11. On Nov 10 late in the day, I was called that the tops were not even cut yet. Lots more, but I am out of space

  

  Business response

  11/29/2022

  Tellh us why here...M** ******* contracted Lowe's.  77 Stone is a contractor for Lowe's.  We (77 Stone) does not have any discussions regarding whatever financial arrangements are done through Lowe's. When a customer purchases through Lowes they are required to provide their own measurements and are giving an ESTIMATED final price. 77 Stone takes a laser template which gives us the final measurements. We are not responsible for a homeowners measurements. The order was placed on September 18th by M** *******.  We recommended that he wait to have us remove his exisiting tops until his new material arrived. We do require that countertops be removed before we laser template to ensure that cabinets are level and this is a requirement with ALL jobs. The slabs did not arrive until late October. We scheduled the inital demo and template on October 24th and we did have to reschedule to work within our numerous other projects. Mr ******* was always communicated with each change. We did complete the demo and template on 11/3/22.  There are minimal incidental damages that occured with the dry wall when his exiting backsplashes were removed. We explained that the dry wall damage can happen because we do not have any control over how the previous countertops were installed. The dry wall is not in our scope of work but we offered to increase the height og his backsplash to hode the damage if he did not want to have the drywall repaired. Mr ******* submitted a Work order through the Lowes installation team demanding for us to repair the wall. Because of this I could NOT submit his change order which was REQUIRED to be submitted and signed for approval before we could proceed to fabricate his material. Once Lowes and all parties were able to confirm that this was in fact not in our scope of work and the work order was removed. I was able to submit the change order for the additional sq footage. Which was not only the increase in the backsplashes but also the countertop sq footage. We are always required to send an exact Layout of the kitchen with measurements to Lowes so that they can also confirm the sq footage. The change order that was sent to Mr ******* did not have 2 sinks included. There was one sink and one sink CUTOUT. The warranty/ protection plan was selected by Mr ******* in the inital estimate he selected. I did not have access to remove the warranty on my end and worked with Lowes to resolve and have the protection plan removed. Which had to be done by a Lowes Installation Manager. Working with Lowes every one of Mr *******s concerns regarding the change order was explained and corrected. Mr ******* signed and approved the change order on 11/16/22. Once the agreement was finally signed we were already fully booked in production due to the holiday season. We currently have Mr ******* on the calender to be installed on 12/1/22. 

  Customer response

  12/07/2022

   I am rejecting this response because:
  
  As I read 77 Stone's response, there were lies as to how this has moved forward.  I am fascinated as their concept that I should be able to provide exact measurements from memory.  That is not my responsibility.  The install has finally been completed, but a very sloppy job was done.  It was done on Monday, I spent Monday from 1700 to 2100 repairing and starting to finish the job, worked from 1700 to 2100 again on Tuesday, and then 3 hours today, and I still have about 2 hours to go to complete the job.  Of the 4 no shows, they did call 15 minutes before to cancel, but I had someone on site each time.  One time the schedule time was 1200, and at 0730 I received a call that they would be there at 0900.  I scrambled to find someone to be on site by 0900, made it, but no call, and no show.  The crew showed at 1200.  Since I filed the complaint, that pattern has continued.  Now the owner has called me but that did not result in on time arrivals.  First, It will be done on Friday, or Saturday.  No wait, Monday.  Be there around 1000, got a text at 1030 that the crew was leaving El Paso would be on site by 1130.  Showed up at 1230.  Not impressed with the install.  The installers had to cut the stone on site because it was cut wrong.  The corners are not square as can easily be seen around the stove.  The paperwork said the faucets and other accecories needed to be on site.  That left me the impression they would complete the job and I would have a usable kitchen.  NOT THE CASE, They wanted all items on site so they could set them in place to take pretty pictures to make it look like they installed the faucets etc.  On top of that, the demo crew were to lazy to remove items like the top of the garbage disposal so they took it with them, making the disposal useless.  I called and was told they do not "salvage" anything.  They left the faucet, the strainer, but not the basket.  Any item that took any effort to remove was stolen.  I had to but a new disposal because of their lazyness.  In 77 Stone's responce, he said I demanded recovery for teh damaged sheetrock.  This is an out and out lie.  I oblected to teh fact that I had to remove teh damaged sheetrock, then 77 Stone charged me fo rthe work I had done!

  

  Business response

  12/21/2022

    Mr. ******* has misunderstood our scope of work as a contractor for Lowe’s. We are contracted only provide countertops. We do not do plumbing, electrical, sheetrock, tile or any other scope of work with Lowe’s.  When we are contracted to remove the existing tops, as we were with Mr. *******, we do not salvage anything during the remove, and we haul away and dispose of the old material. If the homeowner wishes to keep any part of his existing kitchen or fixtures, he needs to inform us so we can leave them if possible.  Not all used items are salvageable.  Regarding plumbing hook-ups, we are not plumbers and we do not reconnect the sinks or faucets. This is spelled out in his agreement with Lowe’s.  We do need the homeowners faucet to confirm the number of holes required, and that the faucet fits properly.  We photograph this, and as much as possible for documentation.   To be called “thieves” byMr. ******* is defamatory and slanderous. 

    Mr. ******* had called Lowe’s and said if the countertops were not installed by either Nov. 30 or Dec. 1st, he wanted to cancel.  So the owner called to discuss if Mr. ******* would allow us to extend that deadline a few days.  Mr. ******* agreed, and was told that his countertops would be completed in the next few days, and as soon as they were completed, he would be contacted for us to install.  He was not promised a day, but was told it would be most likely Saturday or Monday.  Once the tops were done, we again contacted Mr. ******* and confirmed Monday.  Being that Mr. *******’s project is in Alamogordo, and about 2+ hours away from our shop, and that the heavy weight of the load we were carrying, it took us longer than expected.  Typically, we give a two hour window of our arrival.  I can assure that we have provided quality installation and product that will last for years to come.

  Customer response

  12/22/2022

  In 77 Stone's response, they attempted to blame me for all of their problems and then went into full on attack mode towards me their customer.  At no point did 77Stone even mention any desire to attempt to try to make me a satisfied customer.  From all indications 77 Stone does not care about resolving this issue.  They have made no contact with me, but had no problem accepting my payment, which incidentally, I thought the price was inflated for the quality of employees that did the removal and installation.  The tenant has already called about the counter top sagging and the poor quality of the installation.  The bar portion over the sink is drooping and the supports are not straight. I will do the necessary repairs as 77 Stone has long passed any concept of the quality of work I paid for.   You asked what would make this right, 77 Stone needs to take their responsibility to customers more seriously and concentrate on better customer service (which as far as I am concerned, they have none) and better quality control of their employees from Roxie to the installers.  They have long passed any opportunity to have me as a satisfied customer.  I have recommended  Lowe's Home Improvement find another vendor, which I am sure will not happen, I will NEVER do business with 77 Stone again and I will be very vocal about that to any of my business associates.  I know I am a small potato to 77 Stone and they do not care, as shown by their lack of response, about my business.  Hence, I will not waste any more of my time or the BBB's time since it is very clear that nothing will be done to resolve this and 77 Stone really does not care about me as a future customer or as a referral.  Thank you for your time

   

  Jim Talbert

• Initial Complaint

  10/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract on November 3, 2021 for both kitchen countertop and cabinets. Original delivery was "before holidays" that turned into "a few weeks, or worst case a month or two". This has dragged out to now. Last communication with the owner was on August 30, 2022 where ** stated that he should know more in 2 weeks. I have left voicemail nearly daily since Sept 20 asking for any update. I have received no response at all from *** Even communicated with the sales person, *********, who has deferred me to ** a few times as he says "you need to discuss with **, let me have him call you". to date, no response from *** Over the last 11 months the communication form 77 Stone is limited at best. Still today I have no idea on when, if ever, my kitchen cabinets and counters will be installed. They have my deposit of $9915.03 since Nov 3, 2021. I am not sure what to do anymore with ******, the owner of the company, simply ignoring me. The contract stipulates if I cancel they keep 15% of the order, based on their massive delay and total lack of communication I am unwilling to give them that money for nothing. I am also wanting to sell the home that was slated for the kitchen which I can not do without a full kitchen, so I am stuck on how to move forward. To give them the 15% = $3423.54 and start over for a new kitchen is not an acceptable solution for me. I don't feel I should be out nearly $3500 for their lack of action and total lack of communication. To me, it is not realistic of ** to expect me to just sit around and wait for some day for them to call at some point in the future. Nearly 1 year is outrageous already. Desired outcome is a 100% refund of what I have paid them. I would express this to ** if he would ever call me back,

*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. ↩