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Tonche Stone Tile complaints

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2985 Dutton Avenue, Suite 10
Santa Rosa, CA 95407 | Get Directions

(707) 596-0988

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Total Amount in Dispute:
$2,500.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Tonche Stone Tile closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Tonche Stone Tile

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8/10/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,500.00 Amount Settled: $0.00

Customer Complaint

6/17/2022

The island top was cracked and broken. The contractor tried to hide it with white glue along the break. Now the chips are starting to appear along the break and the crack is getting bigger. The slab needs to be replaced. They came and buffed the island top when it was first installed because I noticed marks from a sander. They lied and tried to tell me that the white line was part of the marble. Resolution Sought I want them to replace the island top with a new piece of marble, chosen by me.

Company Response

8/4/2022

Company called stating, when the kitchen was installed, everything turned out good customer was happy. Customer inspected everything and found no problems. Customer called company about 3-4 days later stating there were scratches on the counter. Company agreed to go out and polish the surface because she wanted to satisfy customer. Customer inspected the polish and was satisfied with the outcome. Customer continued to call after that visits, company did not take the calls, and she filed a complaint. Company called customer to find out what the problem was and she complained about a crack. This call came over two months after the polish of the counter. The crack was not caused by them because they inspected the work that day. Company feels customer may not like the stone anymore, and wants to get it replaced a different color. Company offered to fix the crack one last time as a courtesy however customer refused wanting replacement. The other crack at the end of the stone is not a crack is part of the stone. Any professional can tell her the same information.

Customer Rebuttal

8/7/2022

I love the stone, but there is a flaw in it. They want me to reach out to the company who sold the slab. They accept no responsibility. When I first saw the sander marks they came and polished it. Then a crack appeared and tiny chips along a white vein. Tonche claims it is part of the stone. It looks like someone tried to repair a crack with white epoxy. I don’t know but I feel like I should get a new counter without flaws.

Company Final Response

8/9/2022

Hi, good morning Maria. This is Hector I already explained to you about this veining It isn't glue, it's a natural vein. When it's glue you can really notice. About the crack it's impossible that it's cracked after we polished the surface for you. You checked the marble really, really good. How is it possible that it cracks after several days of the polish. I tired to be transparent with you, I've never tried to hide nothing from you, instead I always helped you. I let you use my license to buy the stone cheaper, I fixed your scratches to make you happy and I don't know what more you want from me. Now i offered to fix your stone again for free. It's not I did something wrong but because I'm trying to help you again.

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