ComplaintsforProgressive Dimensions

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The countertops came out nice, but the team that came out to install the countertops caused considerable damage to both walls on each side of the counter and separated the frame of the cabinets from the wall. They also cut the piping that connected the food processor rendering the appliance unusable. My wife and I consulted with two independent plumbers who stated that they should not have done so. They were also very messy and left considerable debris under the sink. When reaching out to customer service, I spoke to a gentleman named Georgi who was very abrupt and suggested that this was incidental damage. I then asked to process a claim through their insurance which they refused to provide information on. Eventually, they sent a field supervisor who stated that he was bothered with several aspects of their work and he offered to spackle. We are still unhappy about their work and considering how to proceed.

  Business response

  03/21/2022

  As stated in ******************** signed contract, when you choose to allow us to remove your existing countertop, incidental damages may occur. In this specific case, the previous countertop was held into place using liquid nails. This makes it extremely difficult to remove but our install team was successful in removing the countertop. We were also able to do this the day of installation, allowing the ****** family full use of their kitchen without the inconvenience of going without a sink and possible appliances. **************** was also looking for a quick turn-around time with installation which we were happy to accommodate. As far as the plumbing is concerned, we do not touch plumbing nor do we have the tools needed to cut into any pipes. This is also in the signed contract. We do apologize for any mess left under the sink, but it is stated in the template and installation checklist that the sink cabinet be completely cleared out so that we can use a shop vac to access and remove debris. In the photos **************** submitted, they do have personal items still under the sink which would make it difficult for a clean up. It was also mentioned that the thickness of the new countertop compared to the old one you were having removed is a different thickness. This gap is the responsibility of the homeowner to have filled or their tile installer to take care of when doing the backsplash portion of their kitchen project. Despite these obstacles our installation team was met with during removal, our installers were able to successfully remove and haul away the existing countertop and install the new countertop. We reached out to offer a billing adjustment but have not heard back. Instead, we have received this notice as well as poor reviews.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had kitchen countertops stone installed which were white with hint of **** veins all over. But the next day morning after the installation waiting for 24hr for it to dry, I notice a ***** SEAM or 2 cracks in the stone countertop I called immediately tried to get it resolved. Supervisor came out but wasn't the helpful. I want them to fix the problem that happened but with 2more additional calls after I spoke with a Rep from the store. Please help me get this resolved. I need them to fix my countertop with a ***** Seam or crack in my WHITE Countertops. Now Progressive Dimensions Countertop will not return my calls. Please! Please! Help me fix what they messed up. I paid $6,500 FOR SOMETHING I can't enjoy. All I see is a ***** Streak. The company keep trying to talk me into keeping it that way. Supervisor said it suppose to have be like that. NO !! Not true.

  Business response

  02/02/2022

  To Whom It May ****************************** id="m_-1598962885257934268gmail-docs-internal-guid-97800e55-7fff-b08c-abba-d4ac9cff7e65">
  

  We are diligently working to remedy this matter for the Mitchells and achieve customer satisfaction. We have been in contact with both Mr. and ********************* on numerous occasions, including attending service calls at their home to inspect and rework the seam, in which they are referring to. 

  
  

  The Mitchells were installed on December 10, 2021. On December 11, 2021, the Mitchells called in and expressed concern that their seam was turning *****. A service appointment was scheduled and the service team went out on December 16, 2021 to their residence. The Mitchells were still not satisfied so another service appointment was scheduled and the service team went to their residence again on January 3, 2021 to work on their seam. 

  
  

  Unfortunately due to covid, we have been short staffed and our General Manager was out of the office from January 21, 2022-January 28, 2022 and returned on Monday, January 31, 2022 where he continued his task of returning messages and emails from the days he was out of office. He received two messages from *********************, one left on January 21, 2022 and one left on January 22, 2022 with our sales staff. Our Office Manager also received a phone call on January 25, 2022 from ******************** but in this conversation, he simply asked for a receipt of payment, which was provided to him via email. Our General Manager spoke to ******************** on January 31, 2022 to schedule another service call to their home for Friday, February 4, 2022. Coincidentally, we received a BBB complaint via mail on January 31, 2022 as well, to which we are replying.

  
  

  As stated above, we are working hard to accommodate Mr. and ************** desired settlement, and have not given them reason to believe otherwise. The situation is ongoing and we are happy to continue our work on this matter.

  
  

  
  

  
  

  
  

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

  Marketing Coordinator

  Progressive Dimensions Countertops

  Office ***********************

  www.ProgressiveDimensions.com
  

  
  

*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. ↩