ComplaintsforCountertops by Design, LLC

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -We contracted with this company to install ******* quartz counter tops in our kitchen. They could get the product we needed for the parameter but the island counter top was on backorder. So, we ordered both countertops and scheduled to have the parameter installed on May 3. We were to schedule the island to be installed once we had a product delivery date for the island. -The installation took place May 3. -The parameter encompassing the sink and counters to the right and left of the sink was not correctly cut and the seam was done poorly -Some attached photos show that the outside corners at the end of the counter top to the left of the sink do not line up with the cabinets below them. -Some attached photos show that the inside corners in front of the sink were also miscut with the cabinets below. It was miscut by 1/4 of an inch in just 24 inches. -We called them and said we were not happy with how the product was cut, they sent out the gentleman who templated the counter tops to come in and look at it. He came that same day and his response was, "we measured correctly and put those measurements into the machine and it does all the calculations for cutting so it cannot be wrong" -That same day, May 3 after we had gotten this response, we requested that the owner to come in and look at it. We got no response so mid day May 4 we called the manufacturer to see if they could send a field rep out to take a look at it. Then, on May 5 the owner of did come out and looked at it. He measured the offset and said it was "within tolerance" Then, Monday I tried to call Counter tops by design and they would not answer my call. We were at a loss because it was apparent they did not want to do anything for the parameter that was not correctly and our kitchen was not usable in its current state. -Then, on May 8 we received a canceled check for the deposit on the island and without our knowledge canceled our order for the island top, which remember was backordered.

  

  Business response

  06/07/2023

  Good Afternoon, 

  We installed your countertops on May 3rd, when we went to install your customer supplied kitchen sink it was broken.  We were coming back out on Monday May 8th to install your new sink, in the meantime you called and setup an appointment on May 4th for myself to come look at your project.  You unfortunately were not there after we confirmed first AM via our phone conversation on May 4th, Ms. ****** let me in, she advised she was to call you on speaker phone so you could hear the conversation.  I advised we would polish out the front of the seam when we installed your new sink.  Unfortunately the crew that was out there was ready to leave after comments were made during the install on May 3rd.  Once they were informed that you called into the office and requested a new install crew "because they could not read a tape measure and could not understand English". The felt very uncomfortable and ready to leave.  That is why the seam did not get polished at that original day.  During the meeting with Ms. ******, i showed her that if you measure off the cabinet and not off the decorative trim under the countertop that it was consistent overhang within 1/16".  She agreed and we were under the assumption we were still mounting the sink and cleaning up the seam on Monday.  After leaving your house, you called ******* and filed a claim. Your claim was denied as you submitted them the same pictures that are attached here, they seen nothing wrong with the work we did, and there was no material issues.  During the time frame before receiving check back for the island, we were informed you were already shopping around with other fabricators and retail outlet ******* locations bad mouthing us and that is why we decided to refund you your check.  You cashed this check back on May 15th, you waited over 2 weeks to contact my office well after you already cashed your check, asking me to finish your project.   While i was out for Memorial day, on 5.31 with my family - Obviously i was not in the office to return your call, you then did a complaint to the BBB regarding this issue.  During that time frame you continued visiting other fabricators to complete your job.  

  at this point, with the concerns expressed by my team onsite during install, the nature of Mr. ****** speaking to my team, along with verbiage that is notated with ******* regarding comments made about my staff along with my business, and my office staff i do not feel comfortable putting anyone in a position where they are being demeaned and talked down to by someone when they are trying to complete a job.  My guys should not have to work in a hostile environment. I already gave Mr. ****** a refund for what we have not completed he is more than able to find a fabricator to finish his project.  

  If the BBB wishes, Adam ******* with ******* is awaiting an email or phone call from the BBB to give them their list of reasons as to why ******* declined the claim along with information regarding Mr. ****** demeaner towards their representatives and several managers.  If BBB would like, i can send you his contact information to provide further info for backup documentation.  

  
  Thank You 

  Customer response

  06/22/2023

  Thank you for your help with this complaint.  The complaint I filed looks like it is closed but I need to be sure.  The business and I have come to an agreement and this file can be closed.  Thank you for your help 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  see Attached document

  

  Business response

  04/27/2023

  Good Morning, 
  Attached in the zip file are all backup documentation indicating the clients selection, signed contract, packing list from manufacturer, delivery ticket of selection made by client in person, and all backup documentation including slab layout.  The client came into our store on 1.9.2023 indicating she was at a few prior fabricators prior to coming into our store and indicated that the other possible countertop stores were to far out for installation on her project.  She also indicated the pricing at the other stores were much higher than what she was looking to spend.  When she came in, she really liked a porcelain/dekton sample, however we indicated to her the the issues with this type of countertop.  She then agreed to look at quartz samples and asked our opinion for something similar and we pulled 3 other black and gold options that she did not like.  She herself pulled this sample of Woodlands Polished 6338 made by ***********.  She then stated in store it looks good with her cabinets and that is when she took a picture of the Woodlands sample in store with her cabinet - Picture has been provided.  We came in and measured her for countertops, she approved which is also attached stating what color she had selected.  We then ordered her material through the *********** Manufacturer - (Confirmation attached) and then proceeded with fabrication of her countertops.  (Layout is attached in zip file as well).  Installation came and nothing was stated to our installers on the day we installed them.  We installed the countertops on 2.15.2023.  We were notified at 3:54pm via email there was an issue with the color.  She then decided to slander us by stating we changed labels on the samples and swapped them out for another color.  This is simply not true.  All fabricators receive samples labeled, stamped, and marked directly from the manufacturer - On the back of the Woodlands 6338 sample, it stated right under the coding and name of sample that "actual product may vary from sample."  Our *********** rep comes in and personal puts up all samples and comes in if not monthly every other month double checks samples to see what fabricators are missing in store and to confirm everything is labeled correctly.  To accuse someone of this is completely disrespectful.  In all my 20+ years i have never been accused of such a slanderous business practice.  We are a small family business and this is a perfect example of someone trying to take advantage of businesses like mine after making a selection in error.  I completely understand however it has been several months, and we were never once rude on the phone or in-person.  If the client was unsatisfied with the color, we had advised her over the phone when we spoke a claim would need to be made with the manufacturer itself.  This is not a fabricator issue, this is a color issue with the quartz producer.  Attached is pictures of the sample next to the remnant left from her project, the layout of the kitchen is also attached showing on the 1st slab the remnant remaining.  Also, you can look under the countertop in a clients home and see the *********** stamp along with the 6338 code indicating the color selection.  *********** stamps all products with the color selection.  You will see the sample and countertops/slabs are all labeled with the 6338 coding.  We ordered exactly what the client requested and as seen on her signed contract - the contract indicated the *********** code.  The color issue needs to be addressed with the manufacturer, fabricators do not have the ability to change the colors of the quartz stone, we order it directly from them and cut your tops directly off the stone they ship to us.  Packing and confirmation of delivery is attached as well.  The client also stated she did not know the color names as you can see in her claim and that her sample in the picture was the right color, her picture indicated the color name of the sample. Also if you look at the sample and the remnant from the project or if you look at the sample and your countertops, the veining is identical,  This is another clear indication we ordered the materials from *********** as requested. Thank You 

  Customer response

  04/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: he offered no remedy for the error in color, never once mentioned to get with the manufacturer, when it is the businesses responsibility to do so if there is an issue, they made no offer to turn it in to their insurance and go back to the manufacturer for misleading the customer, this company was the highest quote by far, so their claim of looking for a cheaper option is inaccurate, as for the delay a claim was filed months ago but a problem with the BBB website prevented a more timely notice, as for the veins matching up that is inaccurate since they don't match up on our installed countertops, if the business claims there "maybe" a variation in color then why wouldn't the business have the customer come out PRIOR to fabrication to ensure the correct color, it seems to me that they admitted the color is different from their showroom pieces and they knew we were looking for black and not brown, but opted to forgo any other input from the customer, and want to leave us with a $**** error in color?? Again the owner made ZERO attempt to rectify the situation saying "we cut what you picked" again we were misguided by the company from what we thought we were getting black countertops with viens and not brown which what was installed, we shouldn't be responsible for an error by the company or manufacturer.
  
  Sincerely,
  
  Rebecca *******

  Customer response

  04/27/2023

  Here is a copy of the emails that transpired, again he made no mention of rectifying the situation.  He claims we have been slandering him and I've asked him if it was possible and that we were misled, He also claims he's a small business and *** * ****** **** who took her life savings to finally be able to re-do her kitchen and I'm stuck with $**** in countertops that don't match, who's the one being taken of, he at least got paid I'm stuck with the wrong countertops and If we had the color I had picked out we wouldn't even being having this conversation.  He claims that the veins match up and then he claims that each slab is different, if that's the case then the veins wouldn't match up, veins don't make the background color, the background color was black not brown, it's not a vein issue its a color issue. 

  

  Business response

  04/28/2023

  Again, we ordered, fabricated and installed what the client had selected.  All documentation has been attached with proof.  Fact of the matter is is, you hand selected this color, even in your own picture the sample shows the Woodlands by ***********.  Your contract that you signed and initialed all state the same color you HAND selected - I don't appreciate being called a liar and a story being fabricated by a consumer who now has buyers remorse for there own color selection.  The true facts are, as shown in your own picture, you selected Woodlands ***********.  Our templator came to your home, templated your job.  Once verified sq ft then we sent you a contract, you signed and initialed, color and code was indicated on the contract for verification and you approved it.  You came in, made a down payment, we ordered your material from the supplier (Proof of order confirmation attached) , material was then delivered directly from the supplier (delivery confirmation attached) we fabricated your job (layout and CAD both attached) and then installed and verified with your pictures.  Fabricators do NOT have the ability to change colors of slabs or samples, these are coming directly from the supplier itself, every quartz supplier has this disclaimer on there samples, online, and supplier websites.  Our insurance company nor Countertops by Design is responsible for warranty issues/claims due to supplier product color.   

  Per *********** and any supplier policy, all warranty claim issues are made by the consumer themselves.  The fabricator (Us in this situation) can not make claims, that is to be done with the home owner directly to *********** so they can come out, see the job visually and decide if replacement slabs or refund is owed to the client.  Countertops by Design did your job as directed and signed by the consumer on the contract.   

  Customer response

  04/28/2023

   I Don't appreciate being taken advantage of ******* *** * ****** ***!  Your sales lady knew I was looking for a black countertop, as verified but according to you I picked out a brown countertop, now if I came in looking for black and then picked out brown don't you think your salesperson would say hey just to let you know this is brown and you were looking at black but NO, she didn't!!!! I have no buyer's remorse if the correct color was installed but it wasn't and NOT ONCE DID YOU OFFER ANY INFORMATION TO CALL THE MANUFATURER THEMSELVES AND FILE A CLAIM, ANY GOOD BUSINESS WOULD HAVE DONE THAT IF THEY ARE NOT THE ONES RESPOSIBLE.  YOU TALK ABOUT ME, MAYBE YOU NEED TO TAKE AN ETHICS CLASS ON HOW TO BE UPFRONT AND HONEST WITH YOUR CUSTOMERS WHEN SOMETHING ISNT RIGHT, this all could have been avoided if you would have said I understand but unfortunately you'll have to file a claim with the manufacturer, but you never ever mention that until I filed with the BBB.  Thats not the way you run a business.

  

  Business response

  05/02/2023

  Good Afternoon, 

  Please see information below from Manufacturer ***********.. 

  Residential Clients may file a warranty at the following web address: or you can ****** *********** which will bring you to their page: 

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

  Or you can email, call, or mail their customer service team.  

  Warranty & Service

  **********************
  Contact Us************
  **** ** ******** ********** ** *****

  Thank You 

   

  Customer response

  05/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a back and for game with emails and I'm honestly not getting anywhere so I have no choice but to accept this final response and move on.  So what is the purpose os the BBB???? just to forward emails back and forth???  Total waste of time!!!!
  
  Sincerely,
  
  Rebecca *******

*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. ↩