ComplaintsforOklahoma Granite and Stone

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I pre-paid $2,078.54 for ******************* 5/24/23. Of the total, $1,317.49 was for quartz only. The quartz slab was ***** sf, the amount used ****** sf, a remainder of ****** sf. The cost of the slab was $23.90 sf. I was told I had to purchase a full slab, I did. I worked with ******* from beginning to end. He explained they would store the remainder 12 months for future projects.I started contact 5/1/24 by email to Oklahoma *********************************************** about my slab before the 12 months, no response. Later I filled an online submission through their website, I received a reply stating they would get back to me, never did. More than a month later I called and told they would look into it. I waited, no response. I called again, I reached someone and told I would need to speak to ****** and they would leave a msg for her. No response. I waited then called again, I reached ****** and was told ******* no longer worked there and she doesn't know why he told me they would store the rest of my slab but would look into it. Weeks later I called again, I was told they can not find my slab and that it might have gotten damaged from wind storms and thrown out. They offered to look for a replacement and was told they would get back to me. They never did. I called again, no response. Then I called using a different phone #, they answered. They agreed during this call to a refund and they would need time to figure it out. After 2-3 weeks, no call. Last time I reached out 8-22-24, they sent me a text with an offer of $550. I stated that I was expecting more and their response was There is always waste when a stone is cut so there wouldn't be the ****** sf left. After time spent trying to get them to talk to me and work with me then to hear the offer I feel insulted by the whole experience. I had to purchase a full slab, my refund should be for a full slab minus the part used of ****** sf. I would like to have the remainder of the purchase price refunded not what they feel might be usable.

  Business response

  09/09/2024

      I do apologize for my failure to follow up with this customer after my last conversation with her. Not to excuse,but by way of explanation, beginning in late 2023, there have been health problems and other difficulties that have led to ******* leaving the company and me temporarily stepping back from daily involvement in the business. Daily management is being handled by others with some tasks being missed. Although these instances are rare and inadvertent, I regret that I overlooked responding to this customer timely.
      When I first spoke with this customer, she told me that she was not ready for the slab remnant yet and would let me know when she wanted it. I told her that in searching for her material,I realized that it was one of several pieces we lost in the wind storm in June 2023. The damage had been severe enough that we were not able to determine at the time exactly what was lost. She and I agreed that whenever she was ready with another job, she would look for a suitable remnant among those available at our fabrication shops. I expected to hear from her when she was ready to look at material and did not realize that she expected me to call her.
      When I spoke to this customer again most recently, her understanding of our previous conversation seemed quite different from mine. She demanded a refund, no negotiation. I calculated the amount of material that would reasonably and within industry standard have been left over from her job. I offered to make a refund to her based on that calculation.I believe that $550 is a fair figure, but am willing to offer $575. When cutting stone there is waste, even with straight cuts. It is not industry practice or company policy to refund the waste that is fall-off from the fabrication of the raw material.

  Customer response

  09/17/2024

  I have reviewed the business response and accept this resolution. I will accept.

  Customer response

  09/25/2024

  I see that BBB has this complaint as resolved but I still have not heard nor received anything from the other party and it's been a week.

  Maybe she sees it as resolved and isn't doing anything? I have no idea.
  

  Business response

  10/02/2024

  This is a miscommunication that I place 100% on the Better Business Bureau. Our company was informed that the original complaint was resolved and that we were to take no further action. I doubted that this was accurate as the customer made it clear she wanted a refund.

  
  To date, I have called the Better Business Bureau numerous times to ask for clarification. The two employees I spoke to stated they were not the correct person to help me. I have left at least five voicemails on various extensions and have received no callbacks. I am extremely disappointed in the total lack of assistance from the BBB.

  
  I have mailed a check to my customer and will consider this case indeed resolved.

  Customer response

  10/02/2024

  I have reviewed the business response and accept this resolution. 

  I did mention previously that I will accept the $575. Maybe I responded in wrong place?
  

  I do not like the settlement amount and don't agree with it but will drop it after payment is received.
  

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