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:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Company delivered damaged Granite. I see in other complaints that they came back and said you signed. The paper that is signed was for delivery. The workers even said they would give a punch list to the office. I want the granite fixed. I had another company look at, they stated to repair the seam by matching the colors with different epoxy colors in the areas that are chipped at the seam. They also agree that ****** story about the crystals is not true. The granite needs to be resealed on the side of the kitchen with the sink and the seam repaired. They also mentioned with all the chips around the edges they would add more grout.2. I want a refund of the money I was made to pay for installing two tiles. It was somewhere between 100 to 200 dollars I have now replacing my floors due to the mess made at my house by by this company. They broke 4 tiles They replaced 2 tiles, and they are uneven, and have jagged edges, and missing grout. The other two tiles **** kept telling me that she was waiting for the owner Then one day **** had them repaired what looks like globs of something and they look horrible. I asked her not to do this, but she did it anyway and would not come back out to repair or remove it. I now have three different colors of grout that I repeatedly asked about to no avail. 3. It is going on almost four months now that **** stated they had she ordered a new front panel for the dishwasher that someone chipped. ****** was to install. **** has not contacted me. In the past she has stated she emailed me, but I did not receive her emails. Just like any other business she can text or call. While the other company was here they also asked my why there was wood under the sink, what happened. I found out they did not install the sink properly and it could have fallen out. Then would was used as a brace, They need to be painted or sealed, as they are bare wood. This was not even asked of me, and now I do not have full use under the sink.

  Customer Answer

  Date: 01/21/2025

  Hi, 

   

   What is the next step?  I do not see a response from the company.

   

  Thank You

  Business Response

  Date: 02/10/2025

  Ms. ***** signed off on our install paperwork (see attached).  After installation Ms ***** called stated we dinged her wall & chipped a tile on top of the stairs, so we sent out our techs and touchup the ding and replaced the tile on top of the stairs.  Ms. ***** also stated there were issues with the stone, so we sent out techs to fix any of her issues on the stone.  When the techs were there she showed them 2 broken tiles by the wall that she claims we did it, but there was other workers there not just us.  So to appease Ms. ***** I sent out techs to repair the tiles, we did not replace them because they were close to the wall and I did not want to damage the baseboards.  We have gone out 5 different times to Ms. ****** home to try to correct any issues she complains about.  As far as Coastal Flooring we have gone beyond trying to help Ms. ************ She signed off on the installation that she looked over her install, and please see attached pics.

  Business Response

  Date: 02/10/2025

  Ms. ***** signed off on our install paperwork (see attached).  After installation Ms ***** called stated we dinged her wall & chipped a tile on top of the stairs, so we sent out our techs and touchup the ding and replaced the tile on top of the stairs.  Ms. ***** also stated there were issues with the stone, so we sent out techs to fix any of her issues on the stone.  When the techs were there she showed them 2 broken tiles by the wall that she claims we did it, but there was other workers there not just us.  So to appease Ms. ***** I sent out techs to repair the tiles, we did not replace them because they were close to the wall and I did not want to damage the baseboards.  We have gone out 5 different times to Ms. ****** home to try to correct any issues she complains about.  As far as Coastal Flooring we have gone beyond trying to help Ms. ************ She signed off on the installation that she looked over her install, and please see attached pics.

  Business Response

  Date: 02/10/2025

  More InformatioMs. ***** signed off on our install paperwork (see attached).  After installation Ms ***** called stated we dinged her wall & chipped a tile on top of the stairs, so we sent out our techs and touchup the ding and replaced the tile on top of the stairs.  Ms. ***** also stated there were issues with the stone, so we sent out techs to fix any of her issues on the stone.  When the techs were there she showed them 2 broken tiles by the wall that she claims we did it, but there was other workers there not just us.  So to appease Ms. ***** I sent out techs to repair the tiles, we did not replace them because they were close to the wall and I did not want to damage the baseboards.  We have gone out 5 different times to Ms. ****** home to try to correct any issues she complains about.  As far as Coastal Flooring we have gone beyond trying to help Ms. ************ She signed off on the installation that she looked over her install, and please see attached pics.n...

  Business Response

  Date: 02/10/2025

  Ms. ***** signed off on our install paperwork (see attached).  After installation Ms ***** called stated we dinged her wall & chipped a tile on top of the stairs, so we sent out our techs and touchup the ding and replaced the tile on top of the stairs.  Ms. ***** also stated there were issues with the stone, so we sent out techs to fix any of her issues on the stone.  When the techs were there she showed them 2 broken tiles by the wall that she claims we did it, but there was other workers there not just us.  So to appease Ms. ***** I sent out techs to repair the tiles, we did not replace them because they were close to the wall and I did not want to damage the baseboards.  We have gone out 5 different times to Ms. ****** home to try to correct any issues she complains about.  As far as Coastal Flooring we have gone beyond trying to help Ms. ************ She signed off on the installation that she looked over her install, and please see attached pics.

  Business Response

  Date: 02/10/2025

  Ms. ***** signed off on our install paperwork (see attached).  After installation Ms ***** called stated we dinged her wall & chipped a tile on top of the stairs, so we sent out our techs and touchup the ding and replaced the tile on top of the stairs.  Ms. ***** also stated there were issues with the stone, so we sent out techs to fix any of her issues on the stone.  When the techs were there she showed them 2 broken tiles by the wall that she claims we did it, but there was other workers there not just us.  So to appease Ms. ***** I sent out techs to repair the tiles, we did not replace them because they were close to the wall and I did not want to damage the baseboards.  We have gone out 5 different times to Ms. ****** home to try to correct any issues she complains about.  As far as Coastal Flooring we have gone beyond trying to help Ms. ************ She signed off on the installation that she looked over her install, and please see attached pics.

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Proposal# CO024700 Date: 6/15/24 Kitchen: Indigo Waterway Quartzite countertops and backsplash- ********. Bathroom project was for Makalu granite- 1,283.59.Although there were many issues with the bathroom project, it was finally resolved. The kitchen was a much bigger problem. A guy named *** came out and templated and the following week 2 guys named **** and ***** came to do the install. The guy named **** was very rough with the stone causing many scratches/gouges in the material. After placing the stone on the countertops, it was way too short (which made us have to get our contractor to come back in to repad, spackle and repaint the wall that was already done. The stone cutouts for the outlets and switchplates were cut too big. ***** did the epoxy which was not great but at least there was an attempt to match up the colors in the stone. **** did the seems on the backsplash where the two stones met. It was horrible and looked like grout. He also tried to fill in where the backsplash and the countertops met. I don't know what he used but it just seeped in behind and disappeared. They had to come back, this time with an additional helper *** who had previously done the template. They came with a piece of stone to plug the gap left behind where the penninsula wall was recreated. They installed a piece of backsplash onto a part of wall that I did not want it on, so they could hide the large gap left behind. Still displeased with the results, **** sent out ***** to redo the seems with epoxy and sand out the gouges left behind, which removed the factory finish. We now have raw stone with no finish. Anything you put on it seeps into the stones surface and leaves a stain. Now in restoration mode we got 2 quotes from stone restoration companies. Both stated on their quotes that the stone was not quartzite, It is Marble/Dolomite. This is the main issue. It also explains why there was so many issues with the stone in the first place.

  Business Response

  Date: 02/11/2025

  Coastal Flooring installed Ms. ****** countertop on 7/17, which she did sign off stating she looked over her install and it was to her complete satisfaction (see attached).  Ms ****** called with issues with the stone, we sent out our techs and they resolved them the best they could, Ms. ****** still wasn't happy with those repairs.  Coastal Flooring sent out another tech who was able to remove the scratches, and fix all joints and seams, Ms. ****** did sign off on the work order that it was completed to her satisfaction (see attached).  *************** called in and stated she cut a Rotisserie chicken on a thin cutting board and the juices went onto the stone which now caused a huge dull spot where she tried to clean it.  I explained to Ms. ****** that we do not resurface the stones top, and this was not a flaw in the stone that there was nothing else we could do for her.  Please see attached photos.  Coastal Flooring resolved all the issues with Ms. ****** ***** besides the one they caused with the chicken.

• Initial Complaint

  Date:08/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Had them install new granite kitchen countertops and a backsplash. The bottom of the backsplash is all chipped and cut crooked!!! It looks horrible!! I complained and they send out someone who just added white caulk. It needs to be replaced!! I have photos and video showing how awful it looks. It cost me over ***** bucks and NO ONE at this store cares!! This will not let me add any photos! Super annoying. Please help me. They need to replace the backsplash

  Business Response

  Date: 08/28/2023

  Coastal Flooring went out and installed ************** ***** countertops on 8/22/23, when finished the customer signed our invoice stating she looked over her install and she was satisfied with the install (see attached).  ************ called on 8/23/23 stating there were issues with the backsplash that we installed, so Coastal Flooring went back out on 8/25/23 to correct the issues with the backsplash that ************ was complaining about, again ************ signed off stating she looked over the repair and she is completely satisfied (see attached).  We are confused as to why she is making a complaint instead of reaching out to us, and if she was not satisfied why would she sign off.  As far as we knew she was satisfied and we closed out the job.  

  Customer Answer

  Date: 08/30/2023

  I did not sign the papers saying I was satisfied. I signed them meaning they came and did something. This is THE worst counter job anyone has seen.  Each time I look at them I am finding new issues!! At first glance they looked ok. Now my plumber has seen them. My mom, my handyman.  Everyone that sees the pictures or in person is blown away at how horrible they look. I was crying when they arrived the other day. Im under so much stress from this. It cost my mom over ***** and it looks HORRIBLE. They need to fix it. It needs to be redone!!  I waited for the caulk to dry to see if it looks better and it does NOT.  I will not sign anything anymore until its resolved. It turns out Im not the first person to have issues with this business!! Just check next door and you will see all the s***** jobs they have done for people. This needs to be done right!!! Do it all over. There is no other way to fix it. The backsplash needs to be removed and sanded or polished to be made smooth and my mom noticed issues with the corner and the top of the backsplash!!! This needs to be done right!!! I dont care what I signed.  I was under duress!!! Imagine you spend that kind of money and they do a s*** job!! They shouldnt be arguing with me. The photos prove the horrible job.  I will contact a tv station if they dont fix it.  Im disabled and cant handle this kind of stress.  I will take them to court if they dont fix this. Any judge will award me because anyone can see what a s***** job they did! 

  Customer Answer

  Date: 08/30/2023

  I did not sign the papers saying I was satisfied. I signed them meaning they came and did something. This is THE worst counter job anyone has seen.  Each time I look at them I am finding new issues!! At first glance they looked ok. Now my plumber has seen them. My mom, my handyman.  Everyone that sees the pictures or in person is blown away at how horrible they look. I was crying when they arrived the other day. Im under so much stress from this. It cost my mom over ***** and it looks HORRIBLE. They need to fix it. It needs to be redone!!  I waited for the caulk to dry to see if it looks better and it does NOT.  I will not sign anything anymore until its resolved. It turns out Im not the first person to have issues with this business!! Just check next door and you will see all the s***** jobs they have done for people. This needs to be done right!!! Do it all over. There is no other way to fix it. The backsplash needs to be removed and sanded or polished to be made smooth and my mom noticed issues with the corner and the top of the backsplash!!! This needs to be done right!!! I dont care what I signed.  I was under duress!!! Imagine you spend that kind of money and they do a s*** job!! They shouldnt be arguing with me. The photos prove the horrible job.  I will contact a tv station if they dont fix it.  Im disabled and cant handle this kind of stress.  I will take them to court if they dont fix this. Any judge will award me because anyone can see what a s***** job they did! 

  
  

  Business Response

  Date: 09/27/2023

  WE HAVE GONE OUT SEVERAL TIMES TO THIS CUSTOMER, WE REPLACED ALL OF HER BACKSPLASH, AND YET SHE STILL IS NOT HAPPY WITH THE STONE.  I HAVE ATTACHED THE PHOTOS OF HER COUNTERTOP, THIS CUSTOMER IS JUST LOOKING FOR DISCOUNT OR A REFUND.  HER KITCHEN COUNTERTOPS LOOK BEAUTIFUL, AND AS FAR AS WE ARE CONCERNED THIS JOB IS COMPLETED.

  Customer Answer

  Date: 10/10/2023

  The countertop is still a mess!! It now has a yellow stain on it that the last guy left when he was trying to polish it!! Im looking for this to be fixed once and for all!! They did such a s***** job and dont want to admit it! You can see all the spots that they made worse!   I can send more photos if needed. Im not at home right now so I cant take the photos to prove its still a s***** job.  No one should ever use this store. They dont care about their customers at all!! They are horrible! It cost over ***** and they still made a mess of it. They need to come back again and get that yellow stain they made out! 

  Business Response

  Date: 10/11/2023

  Coastal Flooring has gone out to this customers home and replaced the backsplash, see attached photos.  This stone is naturally made, there will be some imperfections in it because it is not man made, and there is nothing else we can do for this customer.  The job is completed and upto manufactures standards.  See photos of the completed job.

  Customer Answer

  Date: 10/15/2023

  As you can see when ****** came out the second time to get the ****s out of the stone. He messed it more! He made that **** you can see in the photo. he must have polished it to far. This needs to be fixed! Its an eyesore and its super noticeable! He said they will send someone else out to fix it. No one has called me or come out to fix this mess. They have done a s***** job since day one. People are always calling out sick at this company. No one is professional at all. So now , they made another issue that needs to be fixed! If they had done the job right the first time we would not be in this mess! So this is not resolved at all. Now they need to fix where ****** messed it up! Its a eyesore. ***** dollars and its still a major mess and headache! Photos dont lie! ****** knows he did this. He took photos of it as well. 

  Customer Answer

  Date: 10/18/2023

  As you can see when ****** came out the second time to get the ****s out of the stone. He messed it more! He made that **** you can see in the photo. he must have polished it to far. This needs to be fixed! Its an eyesore and its super noticeable! He said they will send someone else out to fix it. No one has called me or come out to fix this mess. They have done a s***** job since day one. People are always calling out sick at this company. No one is professional at all. So now , they made another issue that needs to be fixed! If they had done the job right the first time we would not be in this mess! So this is not resolved at all. Now they need to fix where ****** messed it up! Its a eyesore. ***** dollars and its still a major mess and headache! Photos dont lie! ****** knows he did this. He took photos of it as well. 

  Business Response

  Date: 10/23/2023

  Coastal Flooring scheduled a service tech to go out to ************ and take care of any issues she had on October 20, 2023.  *********** called to thank us, and that she was so happy with the final results.  Coastal Flooring is completely finalized.  

  Customer Answer

  Date: 11/01/2023

  I am finally satisfied with them. They fixed it all. Thank you for your great help! I was in the hospital!  Spinal surgery. 

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchase 2 slabs of granite. Finding out that the granite is poor quality finding out that the chronic was never sealed right theyve been here to our home 7 Times to try to make it right but it always comes back I have one marks I have raindrop marks. They come here and sand it down seal it but a week later comes back again this happened seven times good job was done very poorly. The granite was very expensive it cost us $4800 payment was made through my credit card I contacted **** on November 29, 2022 and explained the product was unsatisfactory they wanted to come back and try to fix it I wont have that done anymore enough is enough seven times failure to receive an appropriate response to the The problem has prompt me to write directly to the Better Business Bureau I would appreciate your assistance in resolving my complaint I would like the granite replaced but I wont buy it from them I am attaching copies of everything

  Business Response

  Date: 01/12/2023

  Customer purchased stone from our company on Feb. 12, 2021.  Coastal Flooring offers a one (1) year warranty. During this time the customer called about some issues.  We have gone out for any repair, well beyond their warranty period, and each time the customers signs off stating they have looked over the work, and everything is satisfactory, even sometimes writing Good Job on our technicians paper work.  On November 23, 2022, the customer called again and we tried to schedule another workorder, but the customer refused, stating that they just want the countertop replaced.  This contract is well beyond their warranty, we have gone well beyond the contract and the warranty.  There is nothing else we can do if the customer refuses us to resolve the issues. Attached is all the signed paperwork from the customer:  The contract, The installation, The workorders,and Pictures of the completed job.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18722104
  
  I am rejecting this response because:  its always the same problem.  Ring marks and raindrops.  They come sand it down. Sealer it leaving me a mess and and the same marking come back.  Its an on going thing.  Just wish the manager of coastal flooring (****************) would come here to my home to see it.  Maybe h*** understand   And we did not know anything about a 1 year warranty. Its not on the contract 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 01/14/2023

  On the contract that they signed which they have a copy of, on the backside #**c it states the 1-year warranty provision.  The customer came out to the showroom, selected that stone from our yard, we templated, fabricated to the template, and installed it.  It is the stone they selected, which is a natural stone, there is nothing we can change for the stone.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18722104
  
  I am rejecting this response because: this is not granite stone. Would like to know the level quantity of the stone 
  
  Sincerely,
  
  ******************