In 2014, we contracted Picone to reface our fireplace with cultured stone. We thought they were a professional company with professional installers - in fact the salesperson went to great lengths to emphasize this. Unfortunately what we received was not professional work.
There are numerous areas of exposed "concrete" due to stone having to be cut to fit - a professional mason would compensate for this kind of thing by hiding the cuts. It is clearly visible and is unsightly and cheapens the appearance. In addition to this, there are areas where the mortar "seeped through" and is visible - this should have been taken care of at the time of installation or cleaned up afterwards. Finally, the hearth stone is on a slant - I had given them the benefit of the doubt allowing for the possibility that our original fireplace structure was not straight itself.
When I contacted Picone, they indicated that for the most part, this is the way it sometimes occurs "due to the stone and size of fireplace"; they only agreed that (3) of the (20+) exposed cuts were an issue and they would attempt to replace these or apply faux paint. From my point of view, this should not have even occurred at all - that is, we did not get what we paid for and instead received substandard, unprofessional work.
Unfortunately consumer law does not entire protect the consumer in Suffolk County - that is, there is a baseline standard of acceptable work that applies and as well, the contractor has to be allowed to fix this job. In short, they can get away with providing unprofessional work and in essence there is no justice for the consumer.
Knowing this, we went along with their plan to fix the stone however, we did expect some kind of compensation - particularly a discount on the fireplace door we would purchase. Even the salesman agreed to this. However, when the quotation came in, it was insult to injury as they clearly tried making more money off of us.
had planned to buy a fireplace door and expected a discount - rather than this, they tried making more money off of this. Now we are at a stalemate and they are not answering our calls.
I am curious as to the remedy you sought - if any...
Linda read more