12 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from jim W
1 star09/21/2023
If i could leave zero stars for this stench of a outfit it would be too many. this group of misfits should be out of business. BEWARE- STAY AWAY.this company puts on a good show when you place your order then its all down hill.Weve sent letters, emails and multiple phone calls and after 5 weeks still nothing..
Countertops and More Response
08/02/2024
Dear *******************,
Thank you for sharing your opinion. However, after a thorough review of our records, we could not find any commercial relationship or contact record associated with the name and email provided. We have no record of any price estimate or project evaluation conducted at any of our stores.
At Countertops and More, we deeply value our customers' feedback as it helps us continuously improve our products and services. However, we believe there might have been a misunderstanding or confusion with another company. If you can provide more details or clarify the situation, we are available to investigate and resolve any possible misunderstanding.
We are always committed to transparency and customer satisfaction. If you have any other questions or concerns, please contact us directly.
Sincerely,Customer Service
**********************Review from Danielle C.
1 star06/16/2023
**AVOID THIS COMPANY** When we signed a contract with this company, the agreement was we would supply them with our own sinks for both of our bathrooms. We purchased specific Kohler sinks drain centered in the middle. They came for measurements & took one of our sinks with them to have during fabrication. When they came to install, counters were not fabricated correctly & sinks would not fit. They wanted to cut off the lip of the sinks to try modify their error, which would obviously crack a porcelain sink & also void the sink's warranty with Kohler. We said no, they came back a second time & the sinks still did not fit. Now, they want us to settle with one of their sinks or somehow try to modify their fabrication error. They came back another time & forgot to bring the counters with them. We told them the last time they came the crew left with the counters. They accused my husband of having them & lying about it. They realized their mistake & rescheduled for today & did not show up again. I asked for Roger to call me & he failed to do so. Also, they told us before we signed the contract they do not sub-contract & have their own employees but one of the crews that came said they were sub-contracted. This has been going on for 3 months now! They cancel no show or show up an hour after their "time window" late into evening with counters that do not fit. After 5 times, we still do not have bathroom counters. Their customer service is HORRIBLE & VERY RUDE! Most times you can't reach them & get voicemail. If you do reach them, they are terribly rude. We have taken days off work to be here during their "window" then they don't show up. They will not take ownership & accountability for their mistake. They should've immediately RE-FABRICATED new Quartz slab to fit our bathroom countertop & sinks correctly to installed right away. They did managed to install a Quartz kitchen backsplash but with horrible seem lines, which we will have to fix. TERRIBLE COMPANY & VERY EXPENSIVECountertops and More Response
08/02/2024
Dear *****************************,
Thank you for sharing your feedback. We are pleased to hear that you chose to purchase your countertop from one of our stores. Your project was completed 100% according to your specifications, and the inconveniences you mentioned were promptly addressed by our customer service team. This was confirmed and signed off on the Customer Acceptance Form with an excellent rating.
We understand that construction processes are unique to each project and may require adjustments when necessary. While there were reviews during the process, we are glad that the final outcome of the project was excellent.
At Countertops and More, we strive for the highest level of customer satisfaction and appreciate your acknowledgment of our efforts. If you have any further questions or need assistance, please feel free to contact us.
Sincerely,
Customer Service
**********************Review from Serge R
1 star06/01/2023
WORST COMPANY EVER ! run away even if they try to attract you with a good price. They took 4 months plus to finish my job, they were so lost that they came 4 times to finish my countertops with 3 different installation crews !!! . I had to chase them the whole process, no calls return ZERO customer service, changing appointments, transferring your calls to ??? anyone voicemail, no calls back AND SHOWING UP LATE every TIME !!! John the salesman did not know what to do he was so useless but pretty quick to make me fill pages and pages of forms, change the terms about the deposit to 60%!!! and cash the last small payment the minute that they finally "finish" the job without even telling me that they will proceed my card !!! there are gaps of more than 1/2in at some places between my countertop and walls !!! (bad measurements from them)this place should be closed by the business bureau. AVOID them I am a builder since 2001 and I am telling you, worst place I used.Review from Gary J
1 star05/02/2023
No stars would be appropriate! This business provides the worst customer service I have ever experienced. They will lie about appointments. When they don’t show up, if you call the store, no one other than the person answering the phone will even talk to you. I even drove to the store after a missed appointment. Someone who identified himself as the production manager talked to me. He told me the installers would be at my house at 9:00am the next day. No one showed up. Please don’t waste your money at this business.Countertops and More Response
05/10/2023
We would like to apologize for the inconvenience caused by having to reschedule your appointment from the 13th to the 14th of March due to an unforeseen delay at the installer's previous job on the 13th. We hope that this did not cause too much inconvenience and that the installation on the 14th went smoothly. Please note that our installers have photo cataloged the installation and uploaded the photos directly into your account for your reference.
We were sorry to hear that you had a small leak and understand that this can be frustrating. We immediately got you on the schedule to have a plumber come out to take a look and adjust if necessary.
We understand that when you call in, the person or department you need *** not be available at that moment or not until the end of the day. However, please be assured that we take all calls and concerns seriously, and no calls go without response.
We know that rescheduling your appointment *** have been disappointing for you. However, please note that as stated in your contract, we reserve the right to do so under unforeseen circumstances, scheduling conflicts, etc. We take our customer service and products very seriously and will always strive to provide the best possible service.
Thank you for choosing our company, and we hope that we can work together in the future.
Review from Greg E
1 star04/29/2023
Avoid this company, do not give them any business. Terrible scheduling, no response to phone calls, never call back. Can never talk with a manager or owner. Kept delaying install. Overpriced and terrible job on install. Total waste of our money. Absolutely the worst. So sorry we went with them.Countertops and More Response
05/02/2023
We are sorry to hear that your recent experience with our scheduling department did not meet your expectations. We apologize for any miscommunication or inconvenience you may have experienced.
Please know that we take our interactions with our customers very seriously and strive to provide exceptional service in all areas of our business. We appreciate your feedback and will use it to improve our services going forward.
Regarding your reference to our prices, we would like to assure you that our prices are very competitive with the surrounding market prices. We pride ourselves not only on our high-quality products and services, but also on our commitment to providing excellent customer service.
Once again, we apologize for any inconvenience you may have experienced and appreciate your feedback. If you have any further concerns or questions, please do not hesitate to reach out to us.Review from Bill W
1 star04/27/2023
Horrible company with ZERO customer service. Installed a kitchen countertop over a year ago and never completed backsplash or repaired countertop issues they created. Over 60 phone calls and numerous missed appointments trying to resolve the problems I have finally given up on this company. This is the first negative review I have ever written but this company is so bad I have to let others know. STAY AWAY! Wish I could leave no stars.Countertops and More Response
04/28/2023
We are deeply sorry to hear that you feel we were unable to meet your expectations and that you are dissatisfied with our customer service. We understand that you feel we did not complete your project in a timely manner, and we want to sincerely apologize for any inconvenience this may have caused you.
Please know that we are dedicated to resolving this issue and ensuring that you are completely satisfied with the outcome. We will be assigning someone from our management team to personally oversee your concerns and ensure that they are addressed in a timely and efficient manner.
To further ensure that we address your concerns properly, we will be sending you a customer claim form via registered mail. We want to ensure that you receive it promptly and that we can work together to get this issue resolved to your satisfaction.
We want you to know that under our new management, we are committed to providing the best customer service possible and resolving any outstanding concerns. We value your business and appreciate your feedback, as it helps us improve our services.
Again, please accept our sincerest apologies, and we look forward to resolving this matter for you.
Best regards,Review from Teamarie
1 star04/29/2022
DO NOT GO TO COUNTERTOPS AND MORE by FBC unless you are a glutton for punishent and frustration! They are horrible with customer service and workmanship. We hired them for a complete small bathroom remodel with a tub tear out to make a larger marble shower stall, tiled floors, etc. Was supposed to be done in 2 months tops. 6 months later we finally hired a different outfit to complete the job. More times than not we had to wait for workmen that NEVER SHOWED UP for scheduled appointments. If they did show up they usually measured incorrectly, installed something with the wrong measurement, made another appt. to come back to fix it, but then never showed up for the next appt. They don't even recognize when they've made a measurement error and we, the customer, have to point it out to them. I could go on and on. Plus in the process, by going to another outfit to finish the countertop (LNC Granite) we have learned they have exorbitant pricing. The worst part is living 6 months without a 2nd functioning bathroom which was totally unnecessary if they would have had their act together.Countertops and More Response
04/29/2022
I am sorry Mr. ****** that you feel this way. When you provided your final payment on April 11 & 12th, 2022, you made no mention that you were dissatisfied or had any concerns.
Our records do not indicate any concerns or problems with your installation. The only appointments that were reschedule were the following;
One appointment which was on a Saturday which was between 9-12:00, at 12:05 you came to our showroom while the installer was trying to gain entry into your gated community. This was rescheduled.
The second appointment was for the production manager to come out to view your project at your request. You were called 2 hours prior to the appointment and asked if it could be later that day. He was running late at an appointment in Naples. You agreed that we could reschedule.
You installation acceptance form indicates that the job was performed accordingly. Additionally, as a courtesy we sent out a the gentleman to install the drain, apply the sealer and clean the tile and performed the final inspection that you requested.
Mr. ****** you mentioned that we C & M delayed your project. You purchased on 11-12-21. We arrived at your scheduled template on 12-3-21, and were told you were not ready for template due to the fact you did not have the plumbing in place. Your appointment was rescheduled for 12-11-21. This was for the shower floor. On January 5, 2022, we went to install the shower floor. January 11, 2022. we preformed the template for the shower walls. January 14, 2022. Came to NFM to do a layout approval. February 2, 2022, we installed the shower walls. February 14, 2022 Installed shower window sills. March 3, 2022, production manager appointment, which was rescheduled. March 11, 2022, an email was sent by scheduling providing you an update, which you replied. Scheduling left a voicemail asking if we could come out on the 15th of March. You replied via email that you were unable to confirm due to your schedule. Given your busy schedule we reschedule for the March 23, 2022. April 1, 2022, appointment was to install the shower drain. April 12, 2022 was the final appointment mentioned above.
In closing, we are surprised that you mention hiring another company since the job was completed in its entirety and you signed the completion document. Mr. ******* C & M photo catalogs all of our installations and templates. Your photos show your job was completed and looks fantastic.
Additionally, we are sorry to hear you feel this way. But rest assured, we are here to attend ANY concerns, requests, etc. that you may have. We truly appreciate your business we hope that you feel better.Customer Response
05/04/2022
From looking at the reviews of other disgruntled customers, I can see that C & M (Valerie) who is in upper management follows a formula for her comments.
She razzle-dazzles with dates that make them look good, but conveniently leaves out all of the dates that make them look horrendous with customer service, all the times we sat at home waiting for servicemen that never showed, the multiple dates (not 1 as she said) we showed up at C&M demanding a completion date or even a decent start date for that matter. For example, mid-January we tried to pin down Ruiter (project manager) for completion dates for each stage of the project and he insisted it would all be done February 1. That never happened. Valerie (upper management) never mentioned the fact that we sent C&M a certified complaint letter on February 25, 2022 outlining 6 unremediated and unfinished problems with our bathroom remodel. We gave them until March 10th to come up with a workable plan and schedule times at our convenience to finish the faulty and incomplete work. She said that they were streamlining their staff and someone would call us by the next day to with a project timeline. NEVER HAPPENED. Just the pure fact that upper management has to get involved with something the project manager failed to do signals a problem in the first place!! Why does it take 6 months to complete a 96 sq. ft. bathroom?
At the time of a phone conversation shortly after February 25, we demanded IMMEDIATE rectification of 3 those 6 problems so we could make that full bath a useable room so that our plumber would be able to install a toilet and a vanity. It has been a GREAT INCONVENIENCE for us to have only 1 workable bathroom in our large house, especially when our overnight guests have to traipse through the master bedroom to use the master bathroom both throughout the day and during the night. A bathroom without a toilet or running water off the main living area of the house is a tremendous inconvenience for the residents of the house, also. And this has been this way since Nov. 22, 2021---4 months ago already! Initially, it was supposed to be completed in early January according to Ruiter. We figured they had plenty of time to complete it by the time our guests arrived if they were true to their word!
I NEVER would recommend that company, even to my worst enemy.Countertops and More Response
05/04/2022
This matter has been completed & final installation form was signed indicating nothing was outstanding. We are sorry to hear that you feel that way.Review from Bob P
1 star04/04/2022
Rating is 0 stars: My husband & I ordered a granite countertop & paid 1/2 down as a deposit. They installed it but it left a 1/2 gap between the wall and countertop. Also the seams were visible. I sent photos & refused further payment until they resolved the situation. They agreed to install a backsplash at no charge, and fix and seams. We set 4 appointments for backsplash installation. They didn't show up until the 4th appointment. They also didn't clip our dishwasher. Customer service is terrible although they recently hired a new person that seemed helpful, but time will tell. They never called back when they promised to. I would NOT recommend this business to anyone!!! It's unbelievably poor service and installation make for a terrible product and experience. Stay away from this company!!Countertops and More Response
04/24/2023
See below notes; Concern Closed and Paid in Full.
Picked up final payment today of $1,255.00 from Mrs. home attached copy of check and copy of receipt to the issues file. Set issues as closed.
Review from Sheryl B.
1 star01/24/2022
The piece of marble was beautiful but installed with scratches present, chips out of marble, 1/2" space left between the countertop and the wall-uneven with the other piece, crooked seams even though I asked if they were going to smooth them out. They promised to come repair based upon pictures sent. No return call. Do not use this company!Countertops and More Response
03/25/2022
This is in the process of being resolved.Review from Joseph N
1 star01/16/2022
If I could I would give them 0 stars but 1 is the minimum. Like the 43 other complaints before me I had the exact same experience when dealing with Countertops and More. They installed the counter tops and there were two holes in the granite that were clearly visible and filled in. I agreed to a $300 credit because by that time I had seen the reviews on the Better Business Bureau site and I didn't want them back in to pull out the damaged pieces for fear they would do more damage. The only remaining work was a backsplash. The cost in the contract was $1,600 less the $300 credit so I gave them $650 on 11-16-2021 and scheduled the installation for the week of January 10th which Henrique told me that would not be a problem. I called him on 12-27-2021 to confirm the date and Henrique assured me that they would be here either on the 10th in the afternoon or first thing Tuesday morning the 11th. He was supposed to call me back to confirm the date and time, he never did. I called again on January 7th again to confirm the date and he said he would get back to me with the time they would be on site, he never called back. Like every other complaint they never showed up, you call and they tell you they'll call back and they NEVER do. They now have $650 of my money and I have to see what legal options I have to get my money back, $650 plus my $300 credit. Definitely one of the worse companies I've ever dealt with.Countertops and More Response
03/25/2022
This is under review.Countertops and More Response
03/25/2022
This is under review.Customer Response
03/26/2022
Under review??? You've had my money since November, scheduled the work 3 times and never showed up, what are you reviewing. I tried to take this to small claims court only to find out that the company I wrote the check to Countertops and More is not incorporated under that name in Florida. I've been in contact with the state AG to see if they can help against consumer fraud.
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. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.