ComplaintsforThe Countertop Shop
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
2/27/2023, Countertop Shop (CTS)installed the incorrect granite counters, which they admitted. CTS tried to find another slab from another supplier.Told us they thought they found one in Illinois but it was likely damaged.They were bringing that slab to Ohio. They brought the slab.On 2/27/23, I went in to look at the slab.CTS had circled spots around the edges that had damage. I found more in the middle. *** indicated those were part of the natural stone. I said I didn’t like the spots as they looked like chips.I told my wife (**) to go in and look.I indicated in a text to our contractor just after viewing the slabs there was damage and we weren’t likely to go with them. ** went in later and spoke with ***. *** said marks were natural to the stone.** asked *** to show another slab with marks like that. *** couldn’t find one. ** told her she didn't like the marks. ** said she just wanted them to disappear when she wiped them. *** then said she would go get manager ****.He was the one who was going to cut the granite and he might be able to work around the marks. **** came and told ** the marks were “impact marks.” ** wouldn’t know the term “impact mark” otherwise. ** said she didn’t like the marks and didn’t want them in the final product.He looked at our layout and said he would likely be able to work around the marks in the middle and sides.He showed her with his hands how he could cut it without marks.He volunteered to move the slab on top (we needed 2). He moved that slab and said he could definitely work with them. He planned to lay it out the next morning and we can come in to finalize. 2/28/23 **** sent an email saying “I THINK WE GOT IT!!” He told me if we approved he would proceed with production. ** was given the impression at CTS we would be able to see the slab before cutting(can be proven from contractor text). I emailed him “Go ahead and proceed as long as the impact marks are removed.”CTS cut the final without showing us and installed it poorly.Business response
04/10/2023
[BBB Transcription via Email]
Customers entire deposit was refunded, and they kept the countertops. According to their post on Facebook it was an amicable agreement.
Have a blessed day,
**** ************
The Countertop Shop
President & CEO
************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.