Complaint Review: Set in Stone LLC

We first got in contact with Paul from Set in Stone LLC at a home show in Pontiac. Everything looked great, he was nice, very informative and we thought the company would be a good choice for our bathroom remodels (2).

We met with Gerry and Paul from Set in Stone and were presented with an estimate (was around $12,000.00+). We decided to go ahead with the job and gave a deposit of $5000.00.  We were told that the job would be completed within the 17 days we would be out of town in May. We gave them a key to the house and took them at their word.

We were in touch with Paul via text during our vacation. He said the workers were there 10-12 hours a day and were working every day. The cat sitter told us that she NEVER saw them at all and she was at our house morning and evening. Also, the water was turned off - and they knew we had cats in the basement that were being watched while we were gone. So the sitter had to bring jugs of water over so the cats could drink. 

Twice there was water leaking out of the ceiling in the basement and the cat sitter called us. She took a big pot and put it under the leak in the basement. We contacted Paul and he said it would be taken care of ASAP. 

When we returned home we were shocked at what we found. Neither bathroom was complete - the downstairs bathroom had the tilework done but there were no shower doors and the toilet top was cracked and broken. The floors were dirty and scuffed. There was a sheet of drywall propped up in the living room. Pop cans (empty) on furniture. There was plaster or something, stuck in the upstairs carpeting. No vanity was in the upstairs bathroom at all, only the toilet (tile was done).

The walls were chipped and not finished at all after they replaced the tub and did the tile. The window in the upstairs bathroom was broken. There was rubble behind the washer and dryer in the basement and rubble in the floor vent in the upstairs bathroom (we had paid for vents to be cleaned and so we were horrified to see this). The cooking pot that was used to catch the leaking water in the basement was dented and scratched. We took photos of a lot of the damage and there were also missing items including the mop and bucket that were in the basement. Water had also damaged our laundry soap, so that was ruined as well. 

There was also a receipt for 2 key copies that they had made - unbeknownst to us and we never told them they could make copies of the house key we gave to them.

We called Paul and he said that they had cleaned very well when they left. We told him what we found and he sent Frank over the next day to take notes of what was damaged and missing and to fix everything. 

When we asked why things weren't finished, they really had no answer. They insisted that the guys were at our house working every day 10-12 hours a day. They then said that the shower doors would have to be measured and ordered and it would take several weeks to get them. When we refused to pay any more money, Ed, the owner got angry and threatened to not get our shower doors at all unless we paid the entire amount. So we did. We ended up paying $5000.00 more than the estimate stated. 

We since have tried to contact Paul to get an itemized receipt showing what everything cost so we could see why it cost so  much more. They told us that our shower doors were more expensive (??) which doesn't make sense.  We contacted Frank several times and have asked for our keys back - as well as Christine from the office - and no keys have been returned to us. We were told that they were turned in (by Frank) and then Christine told me that they were "in the field" so it's hard to get them back right away since they guys who have them are out on jobs.  

We are so disgusted and disappointed with how we've been treated by this company. All we wanted was the job done as promised, within a reasonable time frame, and at the price we were told (within reason - not $5000.00 over the estimate!).