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Complaint Details
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Initial Complaint
08/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased front stairs for $6056.88 that were installed 7/23/24. They were deluxe stairs, as the web site says, made of stone/granite, which my bill of sale also says. After they were installed, and railings added for an additional $2500.00, a contractor friend of mine stopped by and said he felt they were not "stone" at all, but just "concrete veneer" made to look like stone. I called **** Concrete back, and they confirmed that they were indeed "concrete veneer" not stone! I paid for stone, and got concrete. Truely false advertising, anyone viewing the website would think they were getting stone. Not to mention everyone at **** lied to me, I asked for stones that were more "brownish" to match the house, they said they would try, but the pile of stones they use is in different sizes so that may be difficult. It's like buying a diamond ring and getting zirconia.
Business response
08/26/2024
Mr. *** ******* emailed us his complaint on August 21st and we responded to him later that day, see email response attached. The following day, over the phone, Mr. ******* and I (**** *******) talked about the complaint. His concern is that our website and literature are misleading because we use the word "stone" and do not identify that it is cultured stone. We have been manufacturing precast concrete stairs with stone and granite finish for ************************************************************* the past. However, we do not want to be misleading. We are reviewing our website and literature and will make changes so that the wording does not inadvertently mislead our customers.Customer response
08/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Basically, the response was somehow blaming me for daring to complain about their false advertising, saying they have not had a complaint in 30 years! They only agreed to review their website, to appease everyone, but I'm sure they have no intention of doing anything. They offered no compensation for the inferior product I received. See attached files showing all correspondence showing "stone" steps, not "painted concrete"
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
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