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Business Profile

Countertops

The Countertop Factory Midwest, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/18/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:10/05/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:09/22/2022

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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.
    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

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 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,

    *******************************

The Countertop Factory Midwest, Inc. is NOT a BBB Accredited Business.

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