ComplaintsforCountertop Kings

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid about 5,000 dollars to them and the counter tops hang over to far in one area and to short on another section. I called them and tried to talk to them and he cursed at me and tried to blame the problem on the cabinets.

  

  Business response

  01/07/2023

  The job turned out great though the cabinets were less than desirable. but the main issued tied to their complaint is that their cabinets were out of square. To keep the top visually appealing, the overhangs vary. Please understand this is not a mistake or a problem in any way and does not affect the function of the countertops. It actually provides a clean, straight and professional look that would not have been achieved if we followed the overhangs exactly. We advised them that if they were able to hire a cabinet professional to resolve the issues with the cabinets, we will make any modifications they wish, however, at their expense as we explained the importance of having their cabinets installed correctly. 

  Customer response

  01/10/2023

   I am rejecting this response because:
  
  The cabinets wear perfectly square and level! One cabinet on the end moved just a little but he said that wouldn’t matter. The cabinets hangs over 2 inches wear the sink sets and supposed to be 1 1/2 that don’t have anything to do with the one cabinet        that moved.Also he cut one cabinet to short it was supposed to be 36 inches the size the cabinet was but he cut it 35 3/4 and it don’t look good beside the fridge. I called him and tried to talk to him about it and he cursed at me and hung up! If anyone don’t believe me come and look at it.My phone number is ************ and address is **** ******* **** ****** ** ******

  

  Business response

  01/12/2023

  The cabinets are out of square as our templates are proof. We will replace the 36" top the customer is saying is short. We cannot do anything to the other tops due to the cabinet issues unless the cabinets are repaired. We installed the job in a professional manner and it turned out great. Even the homeowners said so. We made the countertops fit amazingly well to the out of square and poorly installed cabinets. We have pictures and videos of the installation we can show. The customer was there the entire time with the installers on top of them. Asking questions and praising them as they worked. Even going behind and measuring. The homeowner called very upset and yelled at the lady in the office and refused to listen to the logic and wants it the way he wants it, not understanding the reasoning.  

  Customer response

  01/14/2023

   I am rejecting this response because:
  
  He is telling a Lie!I asked him about the hangover of the tops and he said it was because of the wall even though they made templates!He used a laser level and said my cabinets was perfectly level! He also walked in my house with a gun on his side  trying to scare someone! Is that even legal?And he said I yelled at his wife,that also is a lie! The only way we are going to settle this matter is for him to give me half my money back because I don’t want him back in my house!

  

  Business response

  01/18/2023

  Absolutely Not!! In ***** ******** it is legal to carry a firearm arm and we transport large amounts of money. It is for protection, not to scare anyone. As stated, I will replace the 36" top or I will give him $500 off his job just because I don't want to deal with him anymore. He is dishonest and he has slandered me online and is trying to do so with you when slandering is illegal. Especially when I have templates and video  showing the state of your cabinets. This is my final offer as i have done everything in my power to resolve this issue from the moment you called berating my wife. unfortunately some customers over estimate their knowledge on certain things and refuse to listen to logic. All this came up after he paid me and shook my hand and told me what a great job I did leaving his home. 

  Customer response

  01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.But I know it’s legal to carry a handgun but is it legal to carry it in someone house? You can send me the 500 dollars in the mail because I do not want you back in my house!I will go somewhere else and have another top cut!

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 2022 Countertop Kings installed my countertops. Great job! A few days later I noticed that my fridge was moved and my vinyl floor was tore. We contacted them. They denied they moved the fridge. Also said I was there the whole time. That is false. I showed up about 30 mins before they left. We are remodeling the house and are not living there yet. The floor is fairly new and we weren’t planning on replacing it. 2 days before they came we rolled out contractors paper and taped it down right up to the fridge. The floor was undamaged at that point. They turned it in on their insurance but the claim was denied. My word against theirs. Adjuster never called or requested to look at the floor. The floor was damaged by the installer and because I didn’t catch it the 30 mins I was their with them they denied it. I know what happened they moved my fridge. I would like for Countertop Kings to repair / replace my floor that they damaged

  

  Business response

  09/16/2022

  We were hired to install countertops at the ***** residence which is undergoing renovations. We templated the existing countertops on Friday 7/15 and installed the stone on Monday 8/22. The customer removed their own existing countertops to waive the removal costs associated with the renovation so we laid the tops down and secured them to the cabinets. The husband arrived 15 mins after the installers arrived and was with the installers the entire time thereafter. The gentlemen watched them bring in the material and install the entire job while discussing multiple subjects. 

  Somewhere from a few days to a week later, Mrs. ***** called and said that we tore her laminate when we moved the refrigerator. We explained to her we do not normally move fridges (they do not need to be moved in order to install) and that their fridge was not moved by us. I asked if it were possible her husband moved it or another trade worker when they performed their tearout. She said her husband did not move the fridge. I then explained that we will refer it to the insurance company as they will investigate the situation and resolve the issues in the way they deem necessary from their investigation. I copied the homeowner in the email and included them in the communications along with the pictures from the template, install, and homeowner. **** **** ********* company contacted everyone involved in the process of investigating and made a determination based on the information provided by everyone's input. The determination letter is attached. 

  Once **** **** made their determination, the customers placed a negative review on our website stating that we damaged their flooring and are denying responsibility. We do not feel like we are responsible for the damage to the section of laminate as we did not move the refrigerator but would have offered to assist to pay for the cost of repairs after the determination was made to resolve the issue given the chance.

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