Complaints

This profile includes complaints for Designer Surfaces Unlimited, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Designer Surfaces Unlimited, Inc. has 2 locations, listed below.

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  Designer Surfaces Unlimited, Inc.

  5801 Buckeystown Pike Ste: a Frederick, MD 21704

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  Designer Surfaces Unlimited, Inc.

  5103 Pegasus Ct Ste D Frederick, MD 21704-8315

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:10/28/2022

  Type:Product 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.

  Designer Surfaces created a table top for us for approximately $5,500. The table top is made from Corian. We chose a color and they said it was not available. We then proceeded to tell them we wanted any dark brown color. We chose a color that they said was available and from the picture on the website, it looked dark brown. When they delivered it, it appeared to be in the gray family. We contacted them numerous times about this and asked what could be done. They finally called me back and said they would come out and take a look at it as they had an idea. This was 3 weeks ago and have not heard back from them since, even after numerous attempts. We either want one of the following: 1. Refund 2. Replace the table top with a darker color 3. Work on the existing top as they suggested

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/01) */ To the complaint from Mr.Schaeffer: DSU did build a tabletop for the consumer out of the product ordered by the consumer. The complaint that came to us was it was the wrong color I assure you it's the color the customer ordered and other then that the fabrication and delivery was done to the consumers satisfaction it's the color they are not happy with. I have reached out to Melissa the property manager and will have a day next week that I can go view the top and verify again it's the correct product. I am willing to work on the top and try a couple things to get the color to come out the way they want it to. Not sure where they looked at the color or how it was selected. It could of been viewed on a website or in a picture which are not the best way to do so it never appears the same. I don't feel that if the color the fabrication and the delivery are all what they ordered how we are at any fault at all. Consumer Response /* (3000, 7, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once they follow through with attempt to make the table darker as originally agreed. They have yet to follow up with me directly even though they responded to the BBB. Consumer Response /* (3000, 11, 2022/11/14) */ This company reached out to our property manager when they received this complaint and said that they would be out last week to look at the table. They have yet to follow up on that activity. I appreciate that they responded to the BBB but are not responsive to their customers.

• Initial Complaint

  Date:06/26/2022

  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.

  We have used Designer Surfaces twice for kitchen quartz countertops. Up until 6 months ago we have been very pleased with the services. Our most recent purchase was about 5 years ago. We noticed a 18 inch crack in our island in December 2021. Since it was guaranteed never to crack we reached out to them starting in Jan/Feb 2022. After multiple attempts to get answers for how they would resolve, that went with weeks of no response I finally started hearing back from I believe one of the owners. His name is *** ****** ******************************* I was told in March/April that they would take care of us. It is now June. The last two attempts to reach him have gone unanswered and that was over a month ago. We've already agreed to be flexible on the color since the original is no longer in production. I was last told in April they were looking for pieces that could work, but have never heard back. Please help!

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 18, 2022/09/07) */ Contact Name and Title: Donald R ****** Contact Phone: XXX-XXX-XXXX Contact Email: *******@designersurfacesinc.com To Whom it may concern: DSU installed countertops for the Manks in 2017. Mr. Mank called and said his island cracked and sent pictures. DSU forwarded pictures to the importer who warranties the product for their assessment of the crack. MSI came back denied the claim the countertop was installed on level cabinets and touches cabinets everywhere. To try and work with the Manks DSU offered to remake the top out of material from our shop at no cost to the Manks due to the color being discontinued from the importer nationwide with no slabs left at any facilities. The Manks would need to come and select a color from our inventory us taking pictures is not a good way to select a color due to color variations of material and patterns. I felt we were trying to do what we could to make this a good alternative. DSU checked our shop for the color originally installed and had none of that material. I am still open to doing the same option with a visit from the customer to select product. Feel free to contact DSU with any questions or concerns. Consumer Response /* (2000, 20, 2022/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response seems reasonable, but we do want to note that the offer to come and see samples in person was not previously offered or discussed, only that pictures would be sent to us in the white color family. We would like to clarify the address we would need to travel to, a specific contact person at that location, as well as the hours/days of operations. We believe they may be 1-2 hours away from our home so need to understand if we can do this on the weekend or if it will require time off from work. Thank you, Mike