ComplaintsforThe Countertop Factory Midwest, Inc.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, my wife and I bought a kitchen from ********** Brickyard in August 2022. Unfortunately, the experience has been unsatisfactory overall. The current and most pressing issue is my cracked countertop. The countertop installation took place on Tuesday, October 11th. Later that evening, my wife discovered a long and very noticeable crack in my Solarius Granite countertop. Therefore, I reached out to the Brickyard kitchen team for clarity. I submitted pictures and videos to ******, who passed the information along to **** (**********), ************************* (**********), Darpita (MSI Surfaces), and ********************************* (The Countertop Factory) later that evening.I followed up with the Countertop Factory on Wednesday, October 12th, and sent them multiple photos and videos of the crack using my cellphone. The Countertop Factory stated that the crack could be a fissure. I can assure you that the damage is not a fissure. You can see the glue underneath the crack where someone tried to repair the damage. You do not see glue marks underneath the granite slab except where the crack is. This practice is unacceptable! Furthermore, my contractors looked at the countertop and told me it was damaged and needed replacement. With Countertop Factory claiming fissures, I initiated contact with The Countertop Factory to schedule a time for someone to inspect the damage. The time was Monday, October 17th, between **** am. This ordeal has inconvenienced my family. I had to take off work once again to supervise the Countertop Factory. My wife and I do not have water to wash dishes. I need the Countertop Factory to replace my countertop without damaging my newly installed cabinets.

  Business response

  10/31/2022

  Thanks for bringing this to our attention.  We remade the pieces in question and installed them last week on October 26th.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an extremely unprofessional company. I can't believe that ********** has a contract with them to install their countertops.1. The scheduling process is very inefficient and contradictory.2. The man who measured did not measure appropriately and the new countertop was a few inches short which left damage on our walls.3. We had to hire a painter to repair the walls since the Countertop Factory refused to repair. $200 4. The installers were almost an hour late (past the 2-hour window) and made us late for an appointment.5. The installers damaged one wall - they took photos of both the damaged areas, but Countertop Factory did nothing; the installers said that the damage would be corrected.6. The installers also made a mess and used a decorative wastebasket as a pail. 7. I contacted the Countertop Factory several times but got a rude run-around. 8. I also contacted the salesperson at **********, but she did nothing.We would NEVER work with ********** on a project again as a result of this very negative experience.

  Business response

  10/13/2022

  Thank you for reaching out and for the feedback.  First, let me apologize for our installers arriving outside their appointment window.  Unfortuantely, some jobs do take longer and if our installers were running late, they should have called ahead to notify the customer. 

  In reviewing, the photos from the installation it appears this installaion met all our installation standards.  The backsplash was measured correctly and ends at the beginning of the edge profile.  With an Ogee edge, if the backsplash extended further it would create a gap between the bottom of the splash and the edge profile.  

  Also, whenever an exisiting countertop is removed there is a potential for incidnetal damage.  This is outlined in the documentation that is shared from the ********** at the start of the project.  We believe the issue with the wall falls firmly within the definiiton of incidental damage.

  Finally, since this project was purchased throught the **********, any billing adjustments would need to be handled through the store.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  The Countertop Factory and I agree on the following *** design found here https://dox.jobwelldone.co/?tid=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJjb21wYW55IjoiVENGIiwiam9iSUQiOiIxMDgyODUiLCJqb2JOYW1lIjoiQk9PTlNUUkEsIE1BVFRIRVcgKDE5NjcpIiwiZmlsZXMiOnsiZmlsZXMiOlt7InZhbCI6IjIwMjM3OTIiLCJuYW1lIjoiQk9PTlNUUkEsIE1BVFRIRVcgKDE5NjcpLUtJVENIRU4gUkVWIEEucGRmIn1dfSwicmVwbHlUbyI6IiIsImVtYWlsIjoiQk9PTlNUUkFNQVRUSEVXQEdNQUlMLkNPTSIsImlhdCI6MTY2MTgwMDE2NywiZXhwIjoxNjkzMzM2MTY3fQ.OWl-Bc980zsOOgRG4RgRoz_Tv-6en0EnCQeM0TAmhbU Inparticular, the back splash numbers 1 and 2 to be joined that was agreed upon in *** drawing. The installation was not preformed to those dimensions. Instead the back splash was incorrectly cut and joined behind the sink faucet. I am dissatisfied with this. I contacted TCF Midwest in which they forwarded me to my local ********** store in ******* ********. ********** contacted TCF in which was communicated to me, it was the installers preference on where to cut the seam. The installers shouldve asked me during installation if this was OK. They did not. I remain dissatisfied. I am looking for a refund of the backsplash only.

  Business response

  10/03/2022

  Thanks for bringing this to my attention.  After reviewing this job, it appears the location of the seam in the backsplash was moved to help prevent the splash from breaking during produciton, transportation or installation. These backsplash pieces can have a propensity to break based on their standard height ~4 inches and their length. This change in seam location is consistent with our customer service agreement.  Overall, the install looks to be a very good installation that meets our strigent installation standards.

  Customer response

  10/03/2022

   
  Complaint: 18061856
  
  I am rejecting this response because: I should have been consulted with moving the seam. I remain dissatisfied. The Countertop Factory advertisement is to be extremely satisfied and I am dissatisfied with the back splash. All parties agreed via CAD drawing. Those parameters were not fulfilled. Therefore I request a refund for the backsplash.
  
  Sincerely,
  
  *******************************

  Business response

  10/13/2022

  Thanks for the response.  While we still believe the install met our standards and met the requirements in the installation agreement, any refund would need to be addressed through the ********** since that is where the customer purchased their ***********************.

  Customer response

  10/14/2022

   
  Complaint: 18061856
  
  I am rejecting this response because: I already contacted my home store, ********** in ******* **. They declined to give me a refund because they called the Countertop Factory and said it was the installers choice to cut and join the seam in a different location then the agreement of the *** drawing. I request the countertop factory to call my local home store to initiate a refund for the back splash. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased countertops through ********** with Countertop Factory as the installer. Upon installation the largest slab of countertop was scratched. Countertop Factory sent an employee to assess the damage and he agreed the piece needed to be replaced over one month ago. Since then it has been a nightmare of ignored calls and emails. No one will answer their phones or return voicemails for days at a time. They said they couldnt guarantee a color match so they came to take another smaller piece of countertop to match. Now they wont return our calls and we have a piece of countertop missing in our kitchen. We have waited over a month and still no resolution.

  Business response

  04/08/2022

  Thanks for bringing this to our attention.  We strive to deliver world class customer service on every job and it's clear we did not meet that **** on this job.  I apologize for that.  We have a remake of the top set up for 4/13 to address the customer's concerns.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 21, 2020, I purchased a granite countertop for my senior parents from Homedepot Store # **** for $ ******** paid in full, who subcontracted with the Countertop Factory in *******, ******** for installation. They sent out **** to measure for the new Granite countertop on February 7, 2021. During the measurement, he indicated that we need steel support for the overhang that would cost an additional $475.00 that we agreed to. We also informed **** that we wanted the edging similar to our old laminate countertop top (picture enclosed). On March 11, 2022, they sent out the installers (two men crew), ************** to install the Granite. Unfortunately, the Granite had a rounded Edge and not the edge we told **** we wanted that was similar to our old Granite. In Addition, the installers informed us that The Countertop Factory would have to come back out to measure due to the adjustments made with the shims. PIctures of the old countertop and the new granite countertop were taken by the installers and forwarded to The Countertop Factory. The other issue that arose was that the overhang was not measured correctly and sticks out. We were informed by the installers to contact ***** at The Countertop Factory regarding the issue but she has not returned our voicemails. In addition, I contacted the Project Manager, ********************************* but cannot reach her because her voicemail is full. I also contacted her based on the correspondence that she had emailed me regarding the measurements and I have not received a response. I also contacted the sales consultant, ******************************* and she too has not returned my call. This matter is urgent as my parents are senior citizens and now they cannot **** or wash dishes as the job is not complete. As a result, this has caused an undue burden and inconvenience to my senior parents and we want this project correctly completed as soon as possible.

  Business response

  03/26/2022

  Thank you for bringing this to our attention.  We are in contact with the customer to find a solution to this issue.

  Customer response

  03/26/2022

   
  Complaint: 16895640
  
  I am rejecting this response because:The business has not made contact with me to resolve this issue. I have attempted to contact then for three to four days or more, leaving voicemails and no one's gotten in contact with me. I even sent an email to *******************************, Project Manager and there has not been any response or progress made on completing the granite countertop project. We are very frustrated and feel that no one, especially seniors, should endure not being able to **** or being able to use the kitchen sink, now for two(2) weeks. This is uncall for and unacceptable. It appears as the business deos not care since they have been paid for a job that has not been completed. Unfortunately, if we not not get a solution soon, our next step will be to go to the local tv station's consumer protection section to make a public complaint about this issue. This job is way overdue! We cannot continue to wait for this business to decide what they what to do or determine how they will proceed. We urge you to have this business perform it's duty in completing the job. Our remedies remain the same. Please let us know immediately what action will take place.
  
  Sincerely,
  
  *******************

  Business response

  04/02/2022

  We have set up a service call on 4/5 to address the customer's concerns.

  Customer response

  04/06/2022

   
  Complaint: 16895640
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Unfortunately, the subcontractors ************ The Countertop Factory, Restorators, Installers) do not communicate with each other. While the Restorator, Manolo, was sent out on April 5, 2022, no one told him that we also wanted the installers present finished and complete project the same day. Since the Restorator wanted to work with us, he agreed to come back early Saturday morning to do the restoration and installation, all on one day.  I called the Project **************************** and she told me that she had already booked the installers for the next day, with another date for the Restorator. I informed *******, that we spoke with the restorator who agree to come on Saturday. She then called the restorer who informed her that he was available for Saturday. We agreed, that the installers would come on Wednesday, April 6, 2022, between 9:30 a. m.-11:30 a.m. The installers did arrive, leveled and sealed the granite . They dropped in the sink and cooktop, but when I asked them to connect them they told us that they couldn't do it, for us to call *******. I immediately called ******* and she informed me that they were not licensed to connect the cooktop or sink. I found this contrary to what happened with the first installers that come me in March who took out the sink and disconnected the cooktop. I do not understand how one group of installers can disconnect the cooktop and sink, and the other installers could not because they were not licensed.d. It literally does not make any sense how you can take an item off ,but you cannot re-connect it.

  This has been an extremely frustrating experience for our senior parents who are having this granite countertop installed as a gift from their children. At the juncture, we have the granite countertop sealed and hopefully on Saturday we will finish the restoration part after waiting for over a month for our parents having the convenience of cooking and washing their dishes. As result, we are requesting as a remedy that we be offered a discount from the original price to compensate us for all the inconveniences and headaches our parents offered during this process, which should had been an exciting venture.

   

   

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a granite countertop from a large home improvement retailer Fall 2021. Their contractor is The Countertop Factory (TCF). Initially they were responsive, helpful, professional and timely. That lasted until the countertop was installed and put into use. Once problems began to occur TCF became unresponsive and unprofessional.The countertop had not been properly sealed (or the granite itself is defective). Although they eventually would evaporate, water would leave dark grey marks. Colored liquid spills (red wine, juices, etc) result in a colored stain on the counter. Oil splatters from the kitchen stove have darkened the area immediately surrounding the stove. The countertop is useless in that we cannot prepare food due to fear of further staining.After countless emails to a representative TCF finally sent a contractor out to reseal the countertop. They re-sealed, told us to not touch it for 24 hours and then we never heard from them again. Normally a contractor would return to buff out the sealant and check the work. Apparently that is not part of TCF's service portfolio. Regardless of their efforts, stains still occur. Now TCF is non-responsive. I would very much like to escalate this matter directly with a member of the executive team or managerial personnel but it is IMPOSSIBLE TO REACH ANYONE IN PERSON. An inability to reach someone combined with a useless $4000 countertop and kitchen makes me say this company should be out of business.I will continue to try to escalate this matter with both TCF and the retailer that hired them as a contractor.

  Business response

  03/19/2022

  Thank you for bringing this to our attention.  We strive for World Class customer service on every job and we clearly have not delivered that level of service in this situation.  We have reached out to the customer to set up a service call to address their concerns.

  Customer response

  03/23/2022

   
  Complaint: 16852280
  
  I am rejecting this response because:

  Overall TCF has not handled this in a professional manner.

  1) the problem with the counter has not been resolved. A crew has not been at the site to attempt repair yet. They are scheduled to arrive today 3/23. 

  2) TCF was non responsive to my initial email complaints asking them to advise if they would return to the household to buff the counters they had sealed.  A response was finally elicited from them after a formal complaint was placed with the Home Depot. 

  3) initially the company gave less than 24 hour notice of a potential appointment

  4) I am under the impression TCF will not resolve all of the problems (as per email new stains and the rough spot left after the last treatment have to be documented first., only a portion of them ( as section of countertop that is rough will have to be taken care at a different time)

  5) All communication has been via email.  I have not been contacted in person a single time during this entire process by a TCF supervisor or managerial staff member to vet my concerns/complaints.

   

   

  4) Its fantastic that TCF is finally sending out a crew but they have not advised a time frame for arrival. 

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

  Business response

  04/02/2022

  We have scheduled a service call to apply poultice to customers counter tops and to to address the customer's concerns.

  Customer response

  04/11/2022

   
  Complaint: 16852280
  
  I am rejecting this response because: Scheduling treatment has been VERY difficult, it is impossible to contact a representative at TCF in person, all communication is via email.  This issue has been ongoing for more than 2 months and the repairs are not complete.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October I decided to remodel my kitchen so I ordered a countertop and backsplash from *********** I at the time had no idea that they had subcontracted the work to this inept company. After there initial visit, the Countertop Factory that is they told me that it would cost me an additional $475.00 to level the counter in order for me to take advantage of the warranty so I agreed. At no time during this visit did the serviceman measuring guy state that there would be an additional charge for milling. Fast forward to November of ********************************************************* the message they received from the Countertop Factory whom stated that now the total additional charge would be $1,327.00 because of the $275.00 add on charges because of the weight of the countertop which would require additional man power to carry it. And the rest would be for additional milling that had to be done in order for the backsplash to fit unobstructed behind the faucet. November 30, 2021 I was then contacted by ******************************* who told me unless I used a credit card to send them an additional $65.00 that my installation date would be delayed. I agreed, sent the additional money and on December 1, 2021 two installation men arrived to level and install the very heavy countertop that they struggled tremendously to pick up and move, and when the corner was dropped and chipped on the sidewalk I asked where was the additional help that I paid for to carry the countertop, they didnt respond! After installing the countertop only (Not backsplash) I took pictures of the chip and forwarded them to *********** On December 3, 2021 a measuring technician from the Countertop Factory came out to measure and explained to me that the additional milling charge was for the area behind the faucet that had to be milled. December 10, 2021 while I was at work they came and installed the backsplash, and upon arriving home I observed not only the backsplash being the same width all around, but

  Business response

  01/31/2022

  Thank you for bringing this to our attention and I apologize for the frustrations on this job.  I believe our office has been in contact with the customer to find a solution to this issue.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased countertops through HomeDepot and this company was contracted to install them. I have left three voice messages and sent two emails to this company requesting an appointment to install my countertops for about two weeks. Their message states they will call back within 24 hours but no one has returned me call. Is that consider presenting false and misleading information? Especially if no one has returned the call for two weeks. I paid for my countertops in full so I feel they have stolen my money by not contacting me to install my countertops.

  Business response

  01/27/2022

  Thank you for bringing this to our attention.  I believe we have made contact with the customer and have set an installation date for this job.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am attaching the events to this email.

  Business response

  01/23/2022

  Thank you for bringing this to our attention.  We are working with ************** to find a solution for the customer. 

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently got Countertops put in by the countertop factory. We had issues from the beginning where they called me an hour before they were supposed to show up and one of my countertops broke when loading. They canceled instead of bringing what they had. ( All my countertops, sink no plumbing nothing everything was removed) That was a mess in itself. They ordered another piece apparently not from the same slab which was very important When dealing with granite because it's so different. So they replaced the countertop that they broke but didn't replace the other piece That connects to it. I also have a piece of countertop a little smaller than a dime that either didn't get sealed or a chunk taken out of it. It is super rough.

  Business response

  12/28/2021

  Thanks for bringing this issue to our attention.  We have reached out to the customer to identify a resolution.  

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