ComplaintsforD M S Custom Counter

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 29, 2022, DMS Custom came to my home to install kitchen countertops. After they left I later had a plumber come to install the sink where he pointed out it had sawdust residue under sink that needed cleaning out. DMS did not clean out as I was told they would do. Since I am a Senior and legally disabled, I had to pay extra for this to be done. DMS has not returned any of my three phone calls I have left messages for. Also, they damaged my refridgerator, left my dishwasher unscrewed where it now tips over when the racks are pulled out to load/unload and and did not explain there would be a large ****** between dishwasher and countertop.There is damage of trim repair not explained and, in addition, I was asked to sign off for payment to them from ****** Home Improvement so they could be paid even before work was all completed. They are to return on January 18, 2023, to complete the last countertop replacement and I hope to have heard from them or the contractor Sage Surfaces in ***** before then.

  

  Business response

  01/09/2023

  Were not finished with this job as were waiting for another piece of material. This Lowes customer did leave 3 messages for us while we were closed for the holiday so we werent able to immediately respond to her messages. Our tech was scheduled to go out to address her concerns the day after we got back. The tech was told the sawdust was already cleaned up. That was an oversight on our part as we do clean up the area as best as we can as part of our standard services. We sincerely apologize for that. The gap between the dishwasher and countertop was caused from the differences in the old countertop and the new. This can be solved by adjusting the feet and toe kick panel on the dishwasher.  This is not a service that we provide as is stated in our customer packet. Ive attached the customer packet that we give to each customer at time of measure. There wasnt any trim removed. What looks to be damage was an existing notch for the old countertop to fit. The old countertops had a thicker edge but the notch was too large and filled with caulk.  We did clean the caulk out during our install and can re-caulk where the countertop and wall meet. There will still be a gap underneath that will need a piece of trim. ************** did move the refrigerator against our policy to save the customer the inconvenience and costs of rescheduling. We will reiterate our policy on moving appliances to our technicians. We did install a full-size temporary top at our expense because the customer had company coming and we were waiting on another piece of material. We were trying to do whatever we could for her to have a functioning kitchen as soon as possible without further delays. We are scheduled to remove the large temp top and install the correct top on 1/18. Should there be any delays for any reason, well notify Lowes and the customer as soon as we know.  When were finished with the final countertop, we sincerely hope that she will enjoy her new countertops for years to come!

  Customer response

  01/10/2023

   
  Complaint
  I am rejecting this response because:

   
  

  According to the wording of the signed contract, *** was not to move any appliances which not only did they voluntarily move the stove completely out, **** and ******* the *** employees, also moved out the refrigerator without notifying me it was needing to be moved. They never told me that it was mandatory these items be moved out or I would have to rescheduled due to appliances being in the way. At day of measurement nor day of install, it was not asked nor explained to me that it would be a necessity before installation would be done. Furthermore, by *** physically moving appliances( and unscrewing the brackets inside of the dishwasher and from old countertops), that makes this contract void of *** not being responsible for any damages occurred to appliances while they were installing countertops.

  
  

  WORDING OF CONTRACT:

   "I am acknowledging that under no circumstance will *** be able to touch or move appliances that are in the area of countertop removal and /or installation. It will be the customers responsibility to have all appliances to include stove (gas and electric), refrigerator, and on some layouts the dishwasher (if at the end of a run) to be removed completely out of room being worked in. If *** arrives on day of install and these items are not removed, you will need to be rescheduled and will incur a trip charge for the second trip."

  
  

  Furthermore, I am requesting a complete copy of the contract signed off not only by me but the *** employee, ****, at the of the measurement. I never received my copy of the contract which both parties signed.

  
  

  
  Sincerely,
  
  *************************

  

  Business response

  01/11/2023

  The customer information packet that you were given at time of measure with your signature acknowledging receipt of that packet was attached with the first response.  We dont have an actual contract.  Your countertops were purchased through Lowes and were their fabricator/installer vendor but I do believe they have a contract for their customers.  I cant attest to why ************** volunteered to move the fridge, but Im sure he was trying to be as helpful as possible to facilitate getting your countertops installed.  We sincerely apologize.  Were doing everything we can to correct the problem within our scope, which is the actual countertops.  Any other concerns will have to be addressed through Lowes as they have procedures in place for their customers to address items out of our scope.        

  Customer response

  01/12/2023

   
  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,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩