ComplaintsforPebble Stone Coatings, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called Pebble Stone to come look at coating, as it is coming apart. A person came out and looked at the coating and stated it was water damage. I said no way, as we have no water hitting that area. The only water we have is a drip system in the flower area. He walked around and I pointed out several areas that are getting cracks. He measured and said he would get back to me in a week. A week went by and I didnt hear from them, so I called them. The person that answered the phone stated there were no comments listed and they would get back to me. It has now been over two weeks and still no word from this company. They dont hesitate wanting their money, but where is the customer service on repairs?

  Business response

  06/11/2024

  Thank you for the alert of the complaint that was provided. 

  We pride ourselves in being responsive to our clients and thus take all such requests seriously.  After internal review, we have identified that the client was sent a proposal for the clean and seal repair requested on 5/24/24, which was after the assessment was done on 5/21/24.  We have not received any calls or emails from this client, but from our CRM system we can see that she finally opened the proposal on 6/11/24.  It seems she missed the original email and instead of following up with us decided to go directly to the Better Business Bureau.  We feel this is an unfair escalation of a minor misunderstanding on her part.  She is free to call us directly in case of any questions or if she would like to proceed with the work requested.

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  However, I did not receive the bid, this is the first I have seen it
  Sincerely,
  
  ***********************

• Initial Complaint

  05/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In June 2020 I had some pebble stone instilled at my home located at ************************************************* . The Pebble Stone Co. Said that after one year of the Instillations that they would come back out and reseal the pebble stone at no cost. I called last year around this time May 2021 and they said that No!!! I needed to wait another year. I called to may 20, 2022 concerning the cleaning and resealing. Pebble stone Co, Informed me that now I needed to pay a cost of 1,100.00 dollars to have my drive -way and other resealed. And that the company is now under a new management.

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2022/06/02) */ Contact Name and Title: Kris B******, Acctg Mgr Contact Phone: 702-497-3936 Contact Email: **************************** The customer had pebble stone installed at his home in May 2020. When he called the office in May 2022 about getting a clean and seal, our office informed him that the price was $1.30 per square foot. The total for his clean and seal would be $1,176.50. The customer said that the salesperson told him that he would get free clean and seals for life at the time he was sold the job. We have never offered free clean and seals for life. We are unaware of any company offering that type of program, as any company would be out of business offering free services for life. We do offer our clients the opportunity to earn clean and seal credits for each customer referral that books a job for a new installation. Our office manager checked the proposal form, which is attached, for this customer and there is not a note about any referrals. It's possible that the customer misunderstood the referral policy where he could earn credits towards a free clean and seal. Thank you. Consumer Response /* (3000, 8, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company offered a one tine cleaning & sealing after the first year. There are several homeowners in this community that I have spoken with, that pebble stone franchise was offing homeowner. Now that the company is now under a new management. The one time fee cleaning & sealing was standard before, out side of the referral policy. I don't agree with the company response, and I did not misunderstand any thing. It is clear that the senior in this community got F--- over by corporate Greed. We will protest against this Business Response /* (4000, 10, 2022/06/07) */ Pebble Stone Coatings used to offer a free clean and seal program in the years of 2015 and 2016, but that program ended 6 years ago. The proposal for this customer was in 2019 and then the install was in 2020. It is possible the neighbors were part of that program, but as mentioned, that program ended in the beginning of 2016. We would like to offer the customer 50% of off his clean and seal in order to come to a middle ground. Thank you. Consumer Response /* (2000, 12, 2022/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the 50% off the cleaning & sealing just to get this issues resolved. I have promoted Pebble-Stone in the pass because of the Great work that they have done in our community. I will continue to promote because of the great work that they do. Thank You so much George V*****

*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. ↩