Art's of Stone

Over a year ago, I went to Art's of Stone to look at stone for a countertop. I saw one for the bathroom and was assured by the female working there (Anna?) that the stone would work and that I needed to give them $500 to hold it. I told her I wasn't going to be able to do this project anytime soon, but she pushed the issue that I might never get this again and how I needed to put it on hold. I was led to believe the money was to have an entire countertop made since it was for a bathroom vanity and the piece they had was just a leftover scrap. After Anna charged my credit card, I learned that there were more involved charges, and things were thrown at me to a point of confusion, but she smiled, and when I asked questions as to whether or not it would be a problem if I changed my mind, she assured me there would be no problems. She went outside with me, took a piece of the countertop and easily broke it to give me a sample. I was horrified as I had explained that the countertop went to a bathroom and was going to be used by all of my daughters. It is a primary bathroom and endurance is important. I went home and looked into this stone more. I discovered that: 1. It's easily ordered, so pushing me into giving away my money wasn't necessary. 2. It breaks easily. For supposed professionals to know my intent with the stone and advise and push me on it was unnerving. I called shortly afterward and told Anna that I'm uncomfortable with the stone (which, as I stated, she had indicated wouldn't be an issue), and that I felt it wouldn't work. I literally felt pushed into this stone once again...a scrap piece...sitting in the scrap pile....that breaks easily. I told her I didn't think it was good for what I wanted to do, and she said I didn't need to worry about it, once again. Getting a refund was never an issue according to what she relaid to me. I also informed her, once again, that I couldn't tackle this project anytime soon. Again, no reason to bully a customer to do something a customer doesn't want to do...except, now, they have my money. I called another time and indicated that I didn't want the countertop. I suggested maybe something for the kitchen or something else. My husband spoke with me and felt that we just needed a refund. Since we were told more than once that a refund wasn't a problem, just get a refund and go back when we're ready. I have disability issues that aren't visible when a person looks at me on the outside, but Art's of Stone owner, Jose Lima was aware. This is what prevents me from getting projects done quickly, and the disability is severe. I've had two major spinal surgeries and have to have a surgery on my foot now...something unexpected that developed. My husband went back to Art's of Stone a month ago. He requested the refund. Anna told him to come in on a Saturday because she didn't know how to process refunds. When my husband came home I asked, " How does that make sense? She can charge people's credit cards, but not issue them a refund?" This was the beginning of the run around. So, I say to my husband, "Hey, maybe we can order some backsplash tile from them and apply the money to it. " We went into the store. I asked Anna if she had any backsplash tile that looked like mother of pearl. As she is flipping through the tile, Jose pops his head out of the back room and to say, "Hello." He comes out to shake our hands. Tom, my husband asks, "Jose, if we can't find any backsplash tile we like, it's not going to be a problem to refund our money, right?" With that, Jose's whole demeanor changed. He flew into an anger. It was bizarre behavior. My husband said, "Look, I'm not rich." Jose said, "Well, neither am I!" He also stated that he needed to get back to work on a kitchen order because that was more important than us. There were a few other things that flew out of his mouth, and one of them included that he didn't have any checks to write my husband a check. We had used a credit card to purchase, so that could have easily been refunded. Anna had told us that only Jose could process refunds. Yet, Jose wouldn't process a refund. Then, he questioned whether or not we really put down $500. When I asked Anna how it was that she could charge credit cards and not be capable of refunding them, she stated that she is capable, but Jose has to let her know whether or not they have the money to refund a credit card and that she wasn't going to disturb him because he was working on the kitchen. I couldn't believe it. He took the time to rant and rave and could have just done the right thing by us, but, suddenly, we aren't important enough for him to take five minutes of his time to refund our money. I went outside the store and called my credit card company to ask how to file a complaint. I was very uncomfortable with Jose's behavior and felt threatened. My husband came out telling me that Anna started lying to him and evening stating that he demanded a refund which is what ticked off Jose (this is a lie). Jose was ticked off at the possibility of refunding a customer. It's that simple. Jose came outside and apologized, but not after saying, "Your wife made me wait a year!" I'm DISABLED. I had called MORE THAN ONCE indicating that the countertop was a bad option and indicating that I wanted to do something else with reassurance that it wasn't a problem. Refunds weren't a problem. A different order wasn't a problem. Tom, my husband, was told to come back to the store while Jose is there to get a refund. Since Saturday was a day she stated previously to go back, he went back today. Jose was there. Tom was waiting in the store for five minutes. A woman pulled up. Jose ran to go help her. Tom approached and told him that he had been waiting for five minutes. The woman started arguing with Tom that she was there first, and he pointed out where he was parked and stated, "I was inside waiting for five minutes when you pulled up." Jose started with his attitude again and told my husband that he was, "being rude to my customers." We WERE CUSTOMERS. Again, Jose gave him the run around. Today, Jose doesn't know how to process a refund and told my husband he needs to come back when Anna is working. I've had enough of this. I'm done with playing the run around game. I'm done with the attempted bullying of a store owner trying to force his scrap piece (AKA his trash) stone on me that crumbles and breaks..one that I was told was no big deal to refund. If Jose hadn't thrown a fit in the store and hadn't become hostile and angry yesterday, I would have looked at backsplash tile, but I felt like he might hurt someone due to hostility, so I walked out of the store. His behavior was frightening...something a store owner shouldn't exhibit. I called my credit card company to get the information to file a complaint..which I can still do. I have every intent of taking them to court if the money isn't refunded immediately. Today, Jose told my husband the money would be refunded...ON MONDAY. After hearing what I've heard from this man, I don't believe he will refund my credit card. I believe this is going to be a legal matter very soon if this company doesn't try to resolve this, and I am giving them this opportunity.

The back spash was broken in two peices, it was repaired by laying a large quantity of glue to try and hide the crack in which they did not inform us it had happened. The corner and center joints were not filled so they do not meet correctly on top. Where the two halves of the backsplash are joined the right half is higher. the leftside backsplash is slight too long and overhangs the conter top. I have contacted the company several times to repair the issues, but they always find a reason not to show. This is on going for the past two months. I have multiple e-mails and phone calls, I now have to get another contractor to make repairs and try to recover cost in small Claims Court. Good Morning Mrs. Biondi Saturday is our sales day, we do not do installs or repairs. Can you accommodate a business hour between Monday and Friday? Thank you, Jose Lima Art's of Stone,llc 362 Danbury RD New Milford,CT 06776 Phone 860-355-9468 Fax 860-355-9637 www.artsofstone1.com From: Victoria Biondi < vvbiondi@aol.com> To: artsofstone1@yahoo.com Sent: Wednesday, October 22, 2014 8:20 AM Subject: Re: Repair problems Please,Give Me a time you will be available for this Saturday. -----Original Message----- From: Art's of Stone < artsofstone1@yahoo.com> To: Victoria Biondi < vvbiondi@aol.com> Sent: Sat, Oct 18, 2014 9:59 am Subject: Re: Repair problems we work from 9 am to 5 pm monday to saturday Art's of Stone,llc 362 Danbury RD New Milford,CT 06776 Phone 860-355-9468 Fax 860-355-9637 www.artsofstone1.com From: Victoria Biondi < vvbiondi@aol.com> To: artsofstone1@yahoo.com Sent: Friday, October 17, 2014 5:19 PM Subject: Re: Repair problems Wednesday, October 22, 2014 between 5:00 and 6:00 pm. Thank You -----Original Message----- From: Art's of Stone < artsofstone1@yahoo.com> To: Victoria Biondi < vvbiondi@aol.com> Sent: Fri, Oct 17, 2014 10:38 am Subject: Re: Repair problems Thank you for your response. What day and time would work for you next week? Art's of Stone,llc 362 Danbury RD New Milford,CT 06776 Phone 860-355-9468 Fax 860-355-9637 www.artsofstone1.com From: Victoria Biondi < vvbiondi@aol.com> To: artsofstone1@yahoo.com Sent: Friday, October 17, 2014 10:29 AM Subject: Re: Repair problems I contacted you by phone and you stated I would contacted to make repairs during that week. You asked me if it was ok to schedule later in the day around 5:00 or 6:oo pm. and I replied that would be good. you also apologized stating you were very busy and could not come on the weekend. I have not made the arrangements with the other contractor if you intend to fix these problems I will hold until Friday, October 24, 2014. -----Original Message----- From: Art's of Stone < artsofstone1@yahoo.com> To: Victoria Biondi < vvbiondi@aol.com> Sent: Fri, Oct 17, 2014 9:37 am Subject: Re: Fwd: Repair problems Good Morning Mr. Mrs. Biondi, We have sent the employees over to fix the issue, but they were not able to get to your house because the driveway was being done. You told us you would contact us when we would be able to go back again. Than you never called us back to address these issue. Now you contact us threatening to file in Small Claims Court, and give us a bad review on public media, when you were the one who failed to contact us. If you want to proceed with further actions please feel free to do so. But if you want to resolve this matter in a professional way we will be more than welcome to do so. Please inform us of your decision. Thank you, Jose Lima Art's of Stone,llc 362 Danbury RD New Milford,CT 06776 Phone 860-355-9468 Fax 860-355-9637 www.artsofstone1.com From: Victoria Biondi < vvbiondi@aol.com> To: artsofstone1@yahoo.com Sent: Thursday, October 16, 2014 5:03 PM Subject: Fwd: Repair problems I requested the repairs shown below on September 5, 2014. Today is October 16, 2014 six weeks later and these issues still exist. It seems you do not have any intensions of completing the work, so I will now have to hire another contractor to fix these issues. I will follow up with you in Small Claims Court and will post my experience with your company on the internet and local publications. -----Original Message----- From: Victoria Biondi < vvbiondi@aol.com> To: vvbiondi < vvbiondi@aol.com>; artsofstone1 < artsofstone1@yahoo.com> Sent: Fri, Sep 5, 2014 5:34 pm Subject: Re: Repair problems Are you going to fix these issues? Please respond. Sent from AOL Mobile Mail -----Original Message----- From: Victoria Biondi < vvbiondi@aol.com> To: artsofstone1 < artsofstone1@yahoo.com> Sent: Thu, Sep 4, 2014 07:48 PM Subject: Re: Invoice 172 from Arts of Stone I am quite annoyed with the instalation. The back splash is cracked and was repaired but a lot of glue was left on the stone and the crack shows clearly. Each of corners and the center seam were not completly filled. The back splash seam behind the faucet is uneven. -----Original Message----- From: artsofstone1 < artsofstone1@yahoo.com> To: VVBIONDI < VVBIONDI@AOL.COM> Sent: Mon, Aug 18, 2014 1:40 pm Subject: Invoice 172 from Arts of Stone Dear Customer : Your invoice is attached. Thank you for your business - we appreciate it very much. Sincerely, Arts of Stone (860) 355-9468 ails and several pictures i would like to post.

The Project went wrong from the time of installation. If I had my where all, in hindsight, I should have had him leave my premise taking his stone my him. granted it was a 90 degree day. The worse of it, he the owner, I suppose lost his temper when I, just as a receiver , general contractor, pointed out that there were up to 5/8 inch gap between the back wall and the granite. He blamed it on my kitchen walls. I shot back why are measurements taken than. That set off a temper tantrum on his part and on my part. Was it legitimate, well several tilers refused the job, others said they would build out the wall, we settled on tile that is an inch thick at the base; 1/4 inch thick, an inch up, to accommodate what ever back splash tile desired. Other concerns were the faulty stone, cracks, not cutting the stone where indicated the cuts would be. Botched parts of the stone that were to be cut are are prominently displayed. Over all very dissatisfied, with service, product, entire process. Now I have to live with an every day reminder when ever in the kitchen. To sum up, My wife reversed the charges and won. Later we paid half the above charges in a settlement with collectors.

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We reached Jose, the owner, through a contractor we have worked with before. He gave us some samples to look at and directed us to others on the web. We liked one of the samples and called him for an estimate. He came over and measured and gave us an itemized estimate in a couple of days. We agreed to do the work. He came by to do more detailed measurements and to get our choice for how we wanted the edges ground. He gave us a date that he would have all the stone cut to size. He arranged with my contractor to remove the old countertops and the plumber to hook up the new sink. He instructed me on who would charge what, and that I should buy a new faucet, and what brands to choose. So, the project involved three contractors, but they all worked together, arrived when they were needed, and did a good job. We have a reverse osmosis tank and faucet under our sink, and they hooked it up with no problem. The countertops look great. They anchored the dishwasher with screws under the countertops, so it's stable and there are no braces showing. A lot of installers don't get this right, but we were happy with this. I would use this company again any time. We are very happy with the work and the price. Jose was a pleasure to deal with and clearly was focused on making sure the work was done right and we got what we wanted.