Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/21/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I hired Bella Diamond to pour epoxy over our existing kitchen counters. The process was supposed to take 7-10 days and the finished counters should have been able to withstand temperatures of 500 degrees and be stronger than concrete, at least that’s what Bella Diamond advertised; however, we have had SEVERAL problems because the finished counters cannot even withstand the heat of a coffee cup. We notified Malisa C*******, our contact person throughout all of this, about the problem and she apologized and said they would scrap away the top layer and repour the clear top coat of epoxy. When the epoxy is repoured, we lose access to our kitchen for about a week—so while it’s a big inconvenience, it’s one we were willing to endure to have the counters perform as advertised. During the second repour, Malisa mixed the wrong chemicals and the epoxy never set. It was a drippy, gooey mess that left damage to our hardwood floors and doorframe. Then she tried a third time. The third repour had the same results as the first: no heat resistance and easily scratched surfaces. We followed all of her directions carefully: stayed out of the kitchen while the counters cured, turned our household heat up to a precise temperature, and did not place anything on the counters several days after curing was supposed to be finished. Still the counters were easily scratched and dented. We have documentation via text message, email, and voicemail of all our interactions. We were continually patient as Malisa canceled, ran late, and showed up with the wrong stuff. The last time Malisa was at our home, on 8/8/21, she used the wrong sandpaper size when trying to smooth out some of the indents. She said she would contact us about returning and never did. She then messaged us saying she couldn’t find a solution and would need to refund us. We spent nearly $2000 on counters that won’t handle basic kitchen use—and now Bella Diamond will not respond to any of our messages. Please help!