ComplaintsforRock Solid Counter Tops & More, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/10/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
ISSUE:1.On May 16, 2023, ******************* (hereinafter I) purchased 2 large slabs of colonial white granite for kitchen countertops from ***** at Rock Solid Counter Tops & More **** in *********** for $4,320.2.I paid $2,592 as a down payment (copy of check #**** is attached). 3.I requested (per the attached contract and verbally to *****) to see the granite before any fabrication. I was never called to inspect anything.4.****** Rock Solid office only called to set it for July 10. Too late to view the material (per my request), so I agreed to the installation.5.Work went well until the 25.5x 40.25 slab was ready to be installed. I immediately saw the slab was cut wrong. I stopped work and immediately called ********************* at Rock Solid in ******. 6.**** asked me to allow the installers to proceed and he would send 2 supervisors to inspect. In this same conversation, I asked **** to pull my granite from remanent pile. **** agreed to set the remnants aside. I also called *****, my salesperson, at Rock Solid in ***********. He agreed to call the ****** store and make the request.7.The slab with a serious cutting error was installed. 2 Rock Solid inspectors came. Both inspectors agreed that the slab was cut wrong. They were going to tell their boss, **********************8.Rock Solid breached the contract when they did not allow me to inspect the layout. Per the contract, Material may be inspected prior to fabrication. Rock Solid cannot now be allowed to exercise the contract sentence, No claims will be accepted for any reason after the material is fabricated. IMPACT I am in the process of selling my villa by the owner. Potential buyers (2 out of 3) have noticed the granite cutting error and leveraged the error to lower their bid $8,000 below the asking price to pay for a new granite countertop installation. RESOLUTION I tried to resolve the cutting error immediately after I realized the cutting error by asking **** and calling **** to pull my remnants from the scrap pile. **** and ***** ignored my request.Since the breakfast bar was correctly lowered, I am willing to pay for that work in the amount of $520. Thus, $4,320.00 - $520.00 = $3,800.00 be returned to me.Business response
12/01/2023
This verbal response was taken by BBB.
We have been attempting to contact this customer multiple times via email and via phone. Her phone goes right to voicemail and we have left messages. We have not received communication back from her.
Please call us back at the direct line for a supervisor ************ or you may call the office at ************. We are unable to assist until you communicate with us. Thank you
Customer response
12/02/2023
Complaint: 20842951
I am rejecting this response because: whoever the person is who called me 2x identified themself as Fox Countertoos and never leave their name. I do not know anyone from Fox and I do not return apparent spam calls.Some official person from Rock Solid Countertops needs to call me and leave their name, identify the reason for their call and provide a direct phone number. I will gladly return the call and work to resolve this horrible error in fabrication.
Sincerely,
*******************Business response
12/21/2023
ROCK SOLID IS WAITING FOR ************ TO SEE THE REMAINING SLAB FOR APPROVAL OF THE NEW PIECE OF COUNTERTOP, SO WE CAN PROCEED WITH THE ***DO OF THE 25.5"X40.25" AS WELL THEY WILL HAVE A SUPERVISOR ON SITE AT ALL TIMES TO ENSURE THE *** IS DONE CORRECTLY. WE WANT TO MAKE SURE THE CUSTOMER IS SATISFIED WITH THE FABRICATION AND INSTALL. ONCE ROCK SOLID COMPLETES INSTALLATION ON THE PENDING PIECE TO ************ LIKING WE CAN REVIEW THE PENDING BILL FOR ANY SETTLEMENT.Customer response
01/05/2024
My response summary is provided again! Rock Solid did finally contact me thanks to the ** Office of the Attorney General. Despite the exchange of emails, the defendant has not replied to my 2 text messages asking to arrange a date/time when I can come to the company's fabrication plant.
NO REAL PROGRESS HAS BEEN MADE ON MY CLAIM.
Business response
01/08/2024
01/08/2024 WE HAVE REPLIED TO THE **** MESSAGES AS IN TODAY. WE WOULD LIKE TO SET UP A TIME WITH ************ TO MOVE FORWARD. THANK YOU.Customer response
01/11/2024
Complaint: 20842951
I am rejecting this response because: I have not seen the slabs. Because of the holidays and the supervisor's, Ms. ********* vacation, I hope to drive 1.5 hrs to the Rock Solid remnant location in ****** on1/12 to review the potential granite remnants. I will be loooking for a slab whose color tone and pattern matches the large existing slab that it connects directly with at a seam.
Sincerely,
*******************Business response
01/12/2024
WE HAVE AN APPOINTMENT WITH ************ TO CHECK THE ***** PIECES, AS SOON AS SHE APPROVES TO MOVE FORWARD WE WILL PROCEED TO FABRICATION.Initial Complaint
05/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Since Feb 2023 their employees came into my home numerous times to clean off the cloudiness but left scars and scratches & & half the counter is shiny & half is cloudy the quarter round edge is partially gone and some seams are awful I was told after it was in that it is quartzite not granite. receipt says granite .Also a text on my phone assuring me in the end everything will be ok They have instead abandoned me and the job They are paid in full of course. I want someone new from their company to come and fix these issues not the same people over & over again or else start all over againInitial Complaint
11/12/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
First we had color appear on the granite which they rectified. Next more color appeared in a different location which they could not fix . Then more color appeared in a large area and the owner came over and guaranteed to replace the granite and gave us a date to make the necessary repair. After they didn't show up Hugo the owner apologized said they would be back in a week . NOW WE CANNOT EVEN GET HIM ON THE PHONE HIS MAILBOX IS FULL. Please help. Either finish the job or compensate. Thank you
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.