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:04/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Went back to this company who had done work for me in the past, and it was at that time, satisfactory. This time, the issues with a new kitchen counter are beyond belief, and nothing short of deceitful, unethical, and extremely poor quality of workmanship. 1) when ***** / owner was here to measure, as stated in the first letter, he kept saying "not enough laminate" to do the seams on a 45-degree. Then, order more. If that's what the job requires, then that's what needs to be done. He did not order an adequate amount of material for the job, hence the first letter and subsequent re-install to try to repair. However, the workmanship was no better. That's when I called an outside independent to evaluate and advise. Hence the '*** Redo' (photos) and the second certified letter / attached. This man yells at customers, obviously cuts corners and charges full price. He needs to reimburse me for damages incurred from his company and in the second installation. These issues are not of my doing and I don't believe I should be held responsible for the full amount, and especially for the additional $1500 I had to incur to correct.

  Business Response

  Date: 04/24/2024

  As to this complaint, when we were building the new plywood and mica tops for her new kitchen, we explained to her that her 45-degree seam on the corners is not how it is  properly done and we would seam at the sink like we always do and is the proper way to do this. During the install she insisted on doing a 45-degree seam in the corners against our advisment. We ordered the additional material and had our installer do the seams the way she wanted them done. After install she was pleased and the next couple days she emailed us with complaints and said the countertop color she picked was not for high usage and she had called ********* and they had told her that. This is completely untrue as the color she chose is actually a commercial grade color used in hospitals and doctors offices around the country. I beleive she hated the plainness of her color choice for her countertops and that is why she is upset. not upset with the quality just hates the color she chose. We stand behind our product and the workmenship that went into it. 

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21583199
  
  I am rejecting this response because: the statement from the business is not accurate. 1). The business's statement that I didn't like the color is not true. Had I not liked the color I would not have chosen in thee first place. 

  2) I emailed with photos the same night, Thursday, Feb 15., 2024... immediately when I saw the two-tone color because the installer cut the small piece in the wrong direction of the pattern. I have the email. I did not get a response until Feb .18.... around 10 p.m. when ****** happened to check emails.

  3)  The owner, *****, complained at the second measuring about "not enough mica"...  To do 45-degree angle seams.  There is nothing wrong with 45-degree seams .... My old removed countertop was that way, the one in my old house was that way.  Putting a seam where the installer did was because he had no choice except to piece it in because not enough material was ordered... Which the owner knew up front and tried to make it work.  

  4)  The color became an issue when the piece that had to be fit in no longer matched because the owner and installer did not know there was a pattern in the color even though it looked loyal solid color. That's not my fault...they should know their products check before installing. 

  5) The workmanship was a deplorable sight, as evidenced in the photos. Open seams, scarred and unfinished edges, chip and cuts in the mica....that is not the way a professional installation should look the night the work was done 

  6). The attempt to correct was no better. After the owner yelled at me I a phone call, he sent the installer back to my house. Even after the business ordered more of the mica, the installer hurried to get the work done, and clearly cut the mica on the top and tried to cover it, the corner and seam was no better, the scarred corner near the stove was never addressed.  The entire job was totally unsatisfactory. 

  7) I had the counter and work evaluated and had to have the mica replaced. What was found, that was supposed to be a NEW plywood base was disgusting and nothing short of taking advantage of a customer, because clearly that would never be seen. Old, dirty, stained pieces together plywood with one-quarter inch gaps was the "new" base.  I'd venture to say neither the owner nor anyone else at that business would have this in their kitchen.  Photos are the proof. I have more if you need them

  I do not accept the business response and a responsible and ethical business would own up and admit the wrong, and do the right thing.  What was knowingly done by the business, owner and installer should not be allowed and I, the customer, am not wrong and have the right to demand restitution for damages incurred on my part.

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

  Business Response

  Date: 05/24/2024

  Please see attached response.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21583199
  
  I am rejecting this response because:  Gulf Coast already tried to repair the job once and it was worse than the first time. Why would I have them come back?  Do I need to send photos again? 

     I only requested the owner, *****, take responsibility and admit the errors and the unprofessional work, the deplorable plywood base,  and make some financial restitution back to me for the damages.  It's not like he can't see the job ... I have again provided the photos. This all began when he knowingly did not initially order enough material to do the job correctly.  I can still see him rubbing his forehad and saying "not enough mica, not enough mica, you can't put a seam like that because there's not enough mica!"   Well, if there's not enough, what does one do?   

    They do not know their products or they would have known there was a stippled pattern in the color I chose. Because of *****'s layout and "not enought mica",  a piece had to be cut and placed where a piece should not have been ... near the stove ... and cuttiing it incorrectly resulted in two different colors because of the pattern.  This is NOT my fault, nor my responsibility.  But I had to send by email a description of the color I chose to prove there is a pattern in it.  *****'s prior explanation that "she just didn't like the color" is ludicrous.  Had I not liked the color I would not have selected it.  ***** not advising on other aspects of the choice is another red flag.   Then ***** ordered more "mica" ... and sent the installer back to attempt the repair -- which ended up worse than the original install.  The raw seams and gouges, the cut in the surface intentionally concealed to hide, the untouched corner that was ground to the wood (called "mica burn" ???  Seriously?  I get laughs when I say that's what **** called it).  It was installer error, and a bad one. It was listed as an issue in emails with photo, but never addressed.  I've explained it all too many times.  I expected better but after reading other reviews, it's clear that I should have not gone back there. My mistake, but too late to know.  Their "warranty" is useless.  I'm sure I would have been charged something as others have written about thier "warranty work."   An ethical business person would bear some liability for defective materials and workmanship. It's not like it's not clearly evident.    It is a representation of the company, and it's not a good one. A company is only as strong as its weakest link.  Supplying the filthy, dirty, stained plywood as new, with  1/4" inch gaps, is nothing less than fraud and deceit,  ***** knowing full well that a customer (me)  would not (typically)  see that outright shamming of materials.  And charging full amount for NEW.   The repair install by GC was very unpleasant.  It was obvious the man didn't want to do it.

  After the initial complaint, ***** never even attempted to come out and view the issues.  Thankfully, I had detailed photo images.  No, I did not want *****'s company back and that was my choice. They were given the opportunity, and they used it.   I wish ***** could have the vision to be in his customers' positions ---   But when his choice is to yell and ****** at paying customers and calling them stupid, there are no ethics and ***** is the problem. Not making a financial return after the second install to "repair" the first issues,  ***** IS the weakest link.  

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

  Business Response

  Date: 05/24/2024

  Its a shame that a customer lies and misleads to try and make a company look bad.  We stand behind all our work and would have done the entire job over to make our customer happy.  She stopped payment on our check until we came out and replaced some of the mica which we did.  At that time she was happy and paid us in full.  Then she comes up with a bunch of reasons why she wasn't happy with the "direction of the pattern" in a mica that has no pattern.  She mysteriously found scratches at the seams, And complained about a discoloration in our underlayment that is never seen. So we made arrangements with the mica supplier to replace all her mica at no charge and were willing to go and totally redo her counters.  She got someone else to do the job as is her prerogative.

   

   

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21583199
  
  I am rejecting this response because:   Several reasons: 

  1)  I am not lying about anything.  I am not misleading.  I'm not trying to make your company "look bad."   You do that by yourself.   The evidence is clearly visible in the photos and audible in your phone calls.   Regarding your statement concerning a pattern  --  RE: pattern in Wilsonart 4845 Twilight Zephyr - copied from the description of the color on the Wilsonart site:  (read it thoroughly)     "A warm grey base laminate design with traces of brown merged with a fine grey stipple create a small scale pattern with subtle texture.   Approximate Design Repeat Length*: 36.5"     Approximate Design Repeat Width*: 12" .     Seems this clears up any notion of "no pattern."        2) Correct. I stopped payment because of the coloration issue due to the pattern --- and you replaced the one right side of the mica that had the two different shades due to direction of cut when there was not enough mica to do it right the first time.  You knew there would not be enough.  You said it several times when you were here to measure.    3)   You never offered to replace the entire job.  You never spoke to me.  You had your office gal email to me.  You never came out to view the problem.     4)  I did not "mysteriously" find scratches at the seams.  Those marks, gouges, rough edges, and attempted repair is all faulty installation issues.  **** is the one who installed and then did the one side piece replacement.  I never went near the countertop.  He barely spoke to me.  I took photos as soon as he was driving out of my yard.  There is nothing mysterious about any of this.    5)  Yes, I, unfortunately for you, did see the discoloration of your underlament.  When a customer pays for a new countertop base, it is expected that new materials are to be used.  Knowingly providing and using material in such condition, not to mention the completely defective installation with the 1/4-inch gaping seams, and knowingly having your installer do this, is a blatant shamming and scamming of the customer, who receives no discount for old, used, dirty plywood.   6) You never once told me you had made arrangements with the mica supplier to replace it all at no charge.    On the morning of February 15, 2024,  after yelling at me on the phone for ***** minutes, virtually calling me stupid,   you sent **** out to replace the ONE SIDE that had the defective color.  He still could not install it correctly, there WAS a slipped-knife cut in the surface which showed evidence in my photo of some kind of filler to cover it, (and he said to not wipe the counter for 24 hours,  Why? ),   and the corners and edges were a mess, per the photos I supplied again.  How can you even say this all "mysteriously" appeared?  Is that what you think?  

  I keep a journal of my transactions, calls and subjects and projects -- dates, who I spoke with, what was said, and I journaled my whole kitchen reno.  No, Sir ... you never ever once offered to replace the job.  Where are you mysteriously coming up with all these "facts" in your statement?

       The shame is not on me. The fault is not mine.  The shame is elsewhere.  The true shame is that it is more than apparent that you will never be a prudent business person and admit the wrongs your company did on this job.  After the way you treated me on the phone,  why would you expect me to have you or **** back out here at my home for any reason?  If you experienced a job result like I had, and had been spoken to  like you spoke to me, would you have the people back?   I think not.

   By the way, would you like me to supply you with copies of reviews I found from other customers who dealt with you?  

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