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Complaint Details
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Initial Complaint
28/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A countertop was installed July 20/23. The quartz is chipping. I email Floform Feb 25 ask them to send out a technician to assess . Charlotte ***** said the chips were probably due to the edge type we chose and chip repair was not covered by installation or material warranty. I researched the Seacliff Edge we chose on their website. There was no mention that this edge was more susceptive to chipping. the countertop was less than 8 months old I again asked if they could send someone out to assess the situation. She kept saying repairs are not free and the edge profile I chose is most likely the problem. After several emails back and forth she said they could come out and repair the counter for half the cost. Again I asked if they could send someone out to assess the situation. We could not come to any agreement. I wanted someone to take a look and she insisted there would be a fee. At the beginning of March I decided to call the sales Manager Jaimy ********, and send her pictures as requested...said she would get back to me in a couple of days as she was out of the office at the time. March 15th she sends a letter apologizing for taking so long. She sent the pictures to the branch and installation managers to see if there are some longer-term solutions to help with the edge profile. She couldn't decide on her own and would be in touch as soon as has a plan. April 11/24 Still haven't heard from her, sent an email asking for an update. April 28th Still no update, sent another email. On April 29th received email from Jaimy saying she sent an email to Loren ****** asking her to book an appointment to come out to our place. An appt. was made for May 1st for tech to come out. On May 1st Chris ***** assesses counter. Says yes, the edging is probably the issue, doesn't know why they use it, causes a lot of issues. Said Michelle will get back to me once she receives the report. After 2 more emails sent out to Loren still no reply from Michelle. Chips still not repair
Business response
02/07/2024
Good Evening
We are working with Denise to resolve her concerns and will repair the chips at n/c the appointment is set for July 4th, as per our discussion this will resolve her concerns.
Please advise what I need to do do going forward.
July 18, 2024: The matter was promptly resolved. I received a phone call from Harold the district manager the day after I registered the complaint. Arrangements were made for a service person to come out change the edging around the sink so that it wouldn't chip so easily and repair the two small chips around the edge of the countertop. I am satisfied with the repair work. It's been a few weeks now and no chips.
Initial Complaint
12/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
April 23/2024 Floform came and gave a quote for a laundry room countertop, the area was measured and on May 17 they attempted to install the countertop, the hole for the taps was in the wrong place and my walls were damaged when they attempted to make the countertop fit. The countertop was remade and reinstalled on June 11/2024 with more damage to the walls. In email conversations I was told that they are not responsible for any wall damage when installing. There has been no telephone contact , only emails. I didn’t expect that I would have to repair walls after installing a countertop,Business response
27/06/2024
This job was a tight fit between walls, customer did know there would be damage.
Our install manager was scheduled to go out to take a look at the damage but customer canceled.
He has a patch kit and was going to site to fix.We will reach back out to the customer to resolve directly
Customer response
27/06/2024
Complaint: ********
I am rejecting this response because:
***** ** ***** *********** ******** ** *** *******. The appointment in question was cancelled by the company. There was no countertop installed at the time the appointment was cancelled. The countertop had to be remade and was installed June 11/2024 with further damage to the walls. At no time up till the install did they state there would be damage to the walls, after the install they then stated there would no recourse on wall damage.
I would accept the walls be repaired and painted by the company.
Sincerely,
Lois *****Customer response
27/06/2024
The company stated that there were going to be a repair made but that we cancelled the appointment. There was no mention of the damage being repaired, I was told that they did not repair damage to walls as a result of their install.Customer response
01/07/2024
As per the emails, there was no mention of someone coming to repair the walls,
They stated the damage in incidental and they are not responsible.
We were not made aware of the potential damage to the walls with this install before paying in full for the countertop.
The company has not reached out at any point to resolve this.Business response
11/07/2024
Our install manager attended site and repaired the walls. Customer will be painting themselves, no further issues.
Please let us know if anything else is required.
Derek *******
** ******** ******* *** * *** ********* *** ********* ** *** *** * *** *** **** * **** * *** *** ****
* ********************
Customer response
11/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Lois *****Initial Complaint
06/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Tuesday May. 23, 2023 Paid over $****** for a new quartz countertop to be installed and completed. They showed up 2 hrs late for the appointment without any explanation as to why. When it came time to match the seams, the countertop was way off level. They mentioned that they would wedge the lower side beneath the quartz to fix the levelling issue. We were never told there was any levelling issue during the laser measurement appointment weeks earlier. He said they contacted head office to see if anyone knew the counter was not level, there was no response. Then they proceeded to rip apart the entire base of my cabinets. They were lifting everything up from the bottom — this was never discussed and neither my husband nor I agreed to having everything shifted the way it was. They didn’t even bother to put the backing on the island properly after their unauthorized demolition. They kept complaining that the job was running long and they needed to go because they had another appointment to get to. They didn’t bother to seal three sections of the countertop. The left side of the countertop is way lower than the right side because they raised it too high. The nook for the oven is too small (less than 30"), so our oven sticks way out and won't fit. The countertop overhang on either side of the oven is not the same length, so the oven appears crooked. We will have to fix the entire Island and cabinet base because there is now a huge gap all the way around the top and bottom. Underneath the countertop is filthy with black marks and scratches that won’t wash off. There are some black burn marks on the surface. They left our house in a hurry, saying they refuse to level the other side and that we will need to hire a contractor to finish the job. I have reached out to several FloForm employees, I've received no response from anyone.Business response
12/06/2023
This complaint is currently being resolved.
The company has reached out and we are privately coming to a resolution.
Thank you for your time.
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.