ComplaintsforCutting Edge Countertops, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased our counter tops and they were installed on 2/8/23 after many issues with their ability to accommodate our cook top cut out. They first sent a crew not equipped to the do the job promised. After waiting, they came out and installed the countertops. Our countertop cracked across the area we paid $900 to have thinned for our specialty cooktop. During this process, we were reassured multiple times this was something they were comfortable doing. We asked for a resolution for the crack on 10/5/23. ******** * responded on 10/13/23 with a resolution of using epoxy to fill the crack in. This is not an acceptable solution as this cooktop cannot have epoxy above it which is why we went with the granite over the quartz countertops in the first place. As of today 1/8/24, my spouse and I have both reached out to the business with no response or resolution.

  

  Business response

  01/19/2024

  Cutting Edge Countertops warranties our products for 7 days after install is completed to ensure the job was done successfully. Like most fabricators, we do not warranty natural stone after our standard 7 days. The reason is that Cutting Edge is not responsible for how customers treat and maintain their countertops. Improper care of natural stone can cause etching, discoloration, and cracking - which has nothing to do with how the stone was fabricated and installed.

  The fact that the issue was caused months after installation, Cutting Edge has no responsibility on the current issue. Because the cracking is occurring around the cooktop, the only recourse is to replace the piece.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased granite countertops from cutting edge.I have two cracks that started off little but now have gotten longer as time goes on. Had a repair man out twice .he stated It should have never left the factory like that . I try too get if replaced they don’t return your phone calls or try to resolve this issue.the money was good but there product is not .very disappointed in this company

  

  Business response

  09/05/2023

  Hi *******,

  We have been working on a solution for your countertop. When you raised the issue with us and you spoke with one of our supervisors, they informed you that we would submit a claim with the vendor along with pictures and a synopsis of the issue. Because your countertop was installed in 2020, typically a vendor will not cover anything under their warranty, however, we were able to get the vendor to commit to reviewing the claim. Due to the long gap between install and this claim, the vendor informed us it would take longer than usual and we then set that expectation with you and informed you we would call you once we heard from the vendor. We are still awaiting a response and will reach out as soon as we have that information.
  

  Customer response

  09/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:the counter top was purchased 11-24-20 as a Christmas present.after Christmas in 2021is when I started calling them about the crack.they sent out a repair man who tried to fix the crack ,I believe he fixed it so it did not get any longer.as time goes on notice another one in a different spot has occurred so I call them again !they send the same repair man back out .with doing my homework and information I have this piece of granite should have never been sent out in the condition it was in to begin with ,it was already defected before it left the shop
  It should have been inspected before sending it out .as far as I am concerned cutting edge is the vendor they are the processing the material to be sent out to the customer 
  Sincerely,
  
  ******* *******

  

  Business response

  09/19/2023

  When Cutting Edge purchases natural stone from our vendors, the slabs come to Cutting Edge already processed. We then fabricate and install the product and provide a lifetime warranty on our craftsmanship of the seams and the installation of the sink. If there are unusual issues with the material, the vendor can engage in reviewing the integrity of the stone but it's usually a short window after install. Common issues with material after install can also happen as a result of a number of factors including, but not limited to, applying abrasive cleaners or a house settling.

  We are still actively engaging the vendor around your claim to determine the source.
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed the breakfast bar not level and ignored requests to fix this problem. Charged $300 to install support brackets for breakfast bar. Charged $293 for a sink cutout that was in the quote. Ignored all requests for reasons for the above.

  

  Business response

  01/27/2023

  I left Mr. ****** a voicemail on 1/23/23 and 1/26/23 and sent an email on 1/26/23.  He responded to the email this morning.  The installation occurred in February of 2022 and the original purchase was made through the Lowes Corporation.  I asked Mr. ****** to resend a few photos of what he is unhappy with from an installation standpoint so that we could set up an appointment for a service tech to assess the situation.  Any pricing issues that he may have with the project would have to be handled through the Lowes store that he purchased from.  We are contracted by Lowes to perform the measure and installation but we do not see the retail pricing that the Lowes store charges the customer.  As a service provider for Lowes it is our responsibility to make sure the installation is satisfactory based on the scope of the project and condition of the job site.  I will send an update once the photo's are received and an evaluation has been completed.  I can be reached at ************ for further information or to answer any questions. 

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

  Corporate Sales Manager

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased countertops through lowes and cutting edge was the subcontractor I was given for this install. Nov 17th they measured, we told them what we wanted and where countertop meets the exterior door was not supposed to overhang or cut trim to install. Dec 1 first installers come and the fabrication around the door was not cut correctly or finished/polished at all. The piece was sent back, island and breakfast bar pieces were correct. Dec 7th second install comes out to finish sink install, piece sent out was not even notched for door trim so installed didn’t even ask and started cutting door casing, the poorly smeared caulk to hide the huge damage done, the seams on both sides of the sink don’t even match pattern of the pieces next to them and are extremely poor quality. Filed complaint with lowes the same day and they made them schedule to come back out to fix issues. Dec 12th repair comes out to fix seam and only tries to color match the epoxy job done, does nothing about removing counter so my door trim can be replaced now, and pattern of the seam pieces still blatant and horrid. Dec 14th I receive a call from a 3rd party sub to schedule to patch door casing after I stated I didn’t want it patched, I want it replaced and it can’t be replaced with a countertop still in place. This leads to today, nearing 3 weeks later after first install and these tops still look as bad as they did when first or second attempted, now with holidays approaching I still don’t have a functioning sink because I can’t install a faucet on a defective countertop install. I’m sure this isn’t the job they would do or want in their own house, not to mention financially the devastating setback this has caused on this remodel project all from their poor fabrication and workmanship. I now have to pursue legal action to get my money back from lowes so I can remove this crap job they have done and start the project again hopefully with a much better company.

  

  Business response

  12/22/2022

  We are very familiar with Mr. ****'s job.  First, Mr. **** purchased the countertops from Lowe's not Cutting Edge Countertops.  We were subcontracted by Lowes to perform the work.  We have kept detailed notes of the events throughout the job, please see below.

  Here are the key factors to this job:
  1. First time we went out to install the countertops on 12/01 the Countertop notch around the trim was too large. We made the call at that time to run the piece straight and either notch it in the field or notch the trim to give the customer the best finish possible.
  

  2. When we went out back out to complete install on 12/07, the wife was the only person there.  We spoke to her and gave her the options.  She went with notching the trim because she understood the ease of replacing trim and the flexibility she would have in the future by having the trim be notched rather than the stone.  Trim is cheaper and easier to mold around pieces to notching trim is typically the most flexible and better for the longevity of the product. She chose Notching the Trim.
  

  3. We installed and they signed off on everything,   including telling the install team that they did a good job when they were there – ****** arrived at the end of the job, but did not bring anything up to them while they were still at the site.
  

  4. He then called into the office and complained about the job and said he was not happy with it , as well as put a negative google review that we responded to immediately. We looked at the work done, and while the seam was acceptable, we agreed to make it look as perfect as possible, and by the following Monday 12/12, our service tech went out and tightened and skim-coated the seam to make it look even better photos attached showing before and after seams, along with the work order that was signed off on for your records.
  

  5. We are fully confident in the way the seams look on the current project.
  

  6. We offered to replace all the trim around the door so that all miters are tight and it has a great finish, and even notch the countertop out in that spot if necessary. However, he has not reached back out to our 3rd party rep (who handles wood working), instead choosing to go through Lowes.
  We felt good about the install, and we agree that the quality of the notch in the trim was bad, which is why we offered to fix the trim. Overall, his story has changed and his complaints have changed as well. 

  Customer response

  12/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  My story has never changed, your company just refuses to listen and you only were interested in cheap shooting this job to maximize your money all along. Your company has repeatedly lied all along; saying my wife said to notch trim, which never happened and I have the whole thing on recording to prove that.  Also saying this seam is acceptable now is a joke because I told you before your company forced me to schedule the repair the pieces did not match pattern or line up which is a fabrication error and they needed to be replaced, so the repair was a waste of time.  Also is why I havent scheduled with the 3rd party to fix the door trim since again, the pieces dont even match up.  Which I said before the repair was even talked about, but cutting edge had no interest in making sure these were fabricated decently.  Real kick is we paid extra for the sink cutout where the seams ended up being located and the measurement made it so it could cut out of the same slab, they just chose to maximize sq ft of material they had and scab a piece behind the sink with 2(?!) Seams that realistically were unnecessary. 

   

  This whole mess was really unnecessary if they would have just done a good job like they would want in their house.  Instead they chose to act like crooks, and make me fight them for a basically easy job to be right.   So now the job is being refunded and ripped out since lowes does not want me to pursue this in court, otherwise I would be sueing them.  Very dishonorable business practice, and I will make sure everyone I know stays clear as well on social media

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired a professional countertop company to replace our counter tops. They sent out two different people to do measurements of the countertops - and we were told they use laser measurements which are extremely precise. The second person they sent out said he didn't understand how to the correct measurements. We gave them our rough personal measurements as a guide and then he stated he thinks he understands. When they show up 11/30/2022 to install the countertops, our kitchen island was cut short with zero overhang not he edges. Their project manager stated at the job to us that he questioned the measurements of the counter before they were made, and also stated that this counter top is not done correctly. The kitchen counter top also has a large chip in the front edge of it. In our laundry room counter tops, they were made 1/2 an inch to deep and they simply tried to fix this issue by chiseling out part of our window molding. They also mis-measured the overhang of the top and bottom counter tops and they left this with a large gap between them. This was a $20,000 deal - and our only satisfactory response from them will be to recut the counter tops so they are correct. We were told that the file they sent (which was 5 pages and > 250 measurements was signed off of so we have no recourse. They also said that if we don't sign that form, they cannot move forward. Thank you --

  

  Business response

  12/16/2022

  -We have agreed to remake the island countertop at no charge to satisfy the customer.  The original island was laser measured and the design intent was based on rough specs provided by the homeowner.  We do agree further conversation should have taken place at time of measure and we accept that responsibility.  The notch in the trim for the laundry room top is a standard procedure so that the top can fit flush with the wall.  Our installation manager worked out the details with the homeowner so we should be on the correct path to resolving the dispute.  If you need further information please call ******* ******** at ************

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I put my deposit down several month ago in order to reserve some remnant slabs for my remolding projects including my kitchen island, bathroom vanities, and fireplace etc. My order got cancelled without any notification. I was told those remnants were still held for me even when I confirmed with the sale person several weeks ago right before I decided on my floor and cabinet colors based on the slabs held. Now it creates huge problems for me. There is not enough space to explain everything clearly here. I included the details in the attachment. Please refer to that. Thank you very much for your great help. ***.

  

  Business response

  12/02/2022

  I spoke to *** **** on 11/30/22 and she has agreed to reselect materials for her project.  The entire issue started by not setting the proper expectations at the point of sale and letting the customer deviate from our normal sales procedure.  Ms. **** originally only wanted an island countertop for her Kitchen but then decided she would like to do the entire project in remnants.  The Design Consultant should have stopped the sale at that point as it is not possible to do an entire kitchen in that type of natural stone and have it meet the standards of our company aesthetically.  There were several back and forth conversations regarding using the remnants and Ms. **** was told that this was not possible and she finally agreed.  Cutting Edge requires a 50% deposit on all jobs to move forward.  At this point the total sale was over $12,000 but only a $500 deposit was collected.  Due to the time from the original sale to where we are now the material that was held in June had to be released so it is no longer available.  Ultimately, we want to make Ms. **** happy so I offered to start fresh and allow her to reselect materials for the island and her bathrooms.  We will collect a 50% deposit based on the final estimate and move forward.  I feel there was miscommunication between both parties and an amicable resolution has been reached.

  If you have any further questions please let me know.

   

  Customer response

  12/03/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  I was told that the sales person ***** will contact me to make new selection. But nobody contacted me yet. I will not agree on any response from Cutting Edge until my counter top is installed. Just trying to make sure it can be fully resolved.

  Thank you!

  Sincerely,

  *** ****

  Customer response

  12/15/2022

  [BBB transcription via phone call]

   

  Consumer stated went to showroom and tried to make a new selection, however the business changed their policy and there are limited options, nothing similar to what she had before. Consumer asked the business if they were able to make a similar arrangement as her previous pick. The business will not work with the consumer, stated they can only choose what the business has in the available sections. The consumer is not asking for anything more, just similar to what she had before they business cancelled the order. Before there were more variety of remnants to select from. Consumer paid for several pieces of remnants. Consumer is looking for similar options to the Taj Mahal and the white option, both were quartzite. The consumer said the business does have the material, just not in remnants. Consumer is hoping for a resolution with the business if not it is possible you would seek other options such as mediation or small claims court.

  

  Business response

  12/16/2022

  I spoke with Ms. **** after the first complaint and gave her two options; first we could refund her deposit of $500 so that she could choose another fabricator to work with or we could start completely fresh and reselect materials.  I was very specific and clear that in order to get Remnant pricing she must select new remnants and that there was no guarantee that the original color choices would be available since she originally selected remnants (left over pieces from previous jobs).

  On her original quote (which is attached) it states very clearly that reselection may be necessary due to material availability.  This could range from a piece being broken to simply not being available due to an inventory issue.  When Ms. **** came to the showroom she was asking to get the original color for discounted remnant pricing even though we only had full slabs in the color that she liked.  I let the Design Consultant know that this was not possible and that she had to either pay the normal square foot price or choose another remnant.  We did not change our policy to make it difficult for her to reselect material.  The remnants that are available are ever changing as they are the remaining pieces and partials from previous jobs.  We sell remnants every day so the inventory is a fluid situation. 

  When I saw the last communication from the BBB come through I immediately called Ms. **** to discuss it with her.  I had taken detailed notes from our prior phone call and reviewed those with her over the phone.  She is not willing to accept that she must select new remnants in order to get the discounted price.  I once again offered to refund her original deposit so we could all move forward amicably.  She said that she is not willing to do so.  We do not have a signed contract with Ms. **** and it clearly states on the quote that reselection may be necessary.  At this point we are not comfortable working with Ms. **** on this project.  We have issued a refund check in the amount of $500 which will be mailed to her.  I called earlier today and left a message that we were refunding the deposit and if she had any questions or concerns to reach out to me.

   

  Customer response

  12/21/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  The remnants I selected were available and reserved for me! My order was cancelled without any explanation and without informing me! I selected my flooring color and my cabinet color based on the remnants I selected. I can go to another fabricator as long as you cover the extra cost to do those counter tops. 

  When we were on the phone, I was told I could reselect the materials. No specification about how reselection will work. If I couldn't get what I had originally, how do you resolve the problem you created? 

  Refunding me will do nothing but create a lot of extra cost to me. 

  Sincerely,
  
  *** ****

  

  Business response

  12/22/2022

  We have already issued a refund check and have chosen not to move forward with working with Ms. ****.  I personally discussed reselection on the phone with her, took detailed notes and was very thorough with the expectations of reselecting.  At no point during our dealings with Ms **** was a contract ever signed.  
  

  If you need further information please reach out.  
  

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

  Corporate Sales Manager 

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

  Customer response

  12/29/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  I put the deposit down which was required by the business when they held the materials for me. This created the agreement between the customer and the business. Refund doesn't change this fact. By releasing my materials to other customers without discussing with me, the business broke the agreement between us. 

  If the business insists not providing any compensatory solution to the issue, I will fill a complain to **** and reserve the right to go civil court.

  Thank you!

  
  Sincerely,
  
  *** ****

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 I paid them over 50,000 for countertops and shower slabs. I have tried to get them to complete the job as of this date they still Have not remade the shower seat to fit the stainless steel frame work for the seat in the shower. No more Covid excuses, I need the job finished they took all my money up front before they would do the job and now won’t finish it. They required the stainless framing was in before they laser measured for the seat. When they came to install it was to small, they blame others when it is their issue and they took my money and won’t finish the job

  

  Business response

  10/03/2022

  The original shower seat installation failed due to incorrect specs that were given to us by the contractor.  The supports that were provided by the contractor for the shower seat were 1/4" too long which made the original shower seat that we fabricated depth too short.  We advised the customer multiple times, on-site, via email and phone calls that the supports needed trimmed.  The customer stated that this was not possible.  We asked Ms. ******* for the companies name that provided the supports so that we could discuss having them trimmed down but she refused to give us that information.  In an email sent on July 9, 2021 we offered Ms. ******* two options; (1). To have the brackets trimmed so the existing seat that we fabricated could be installed successfully or (2). We would remake the seat without a guarantee of exact color match.  At that time we could not come to an agreement with Ms. ******* of what route to take to finish the project.  She advised us on September 29, 2021 that we would be contacted by her attorney.  

  On September 23, 2022 Ms. ******* sent four packets of information regarding her project and the desire to want to have it completed.  We have since reached out to Ms. ******* and agreed to remake the shower seat for her.  The laser measure is scheduled for October 3rd.  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contracted Cutting Edge Countertops to install new quartz countertops in my kitchen. On the day of install, the workers moved and damaged my dishwasher. This resulted in water leaking into my basement, and required a plumber to fix. I contacted Cutting Edge Countertops to advise them of the issue and they told me to forward them the invoice and they would have it handled. Additionally, the backsplash was installed unevenly, and the countertop was left with an obvious crack in it. I again contacted Cutting Edge Countertops to advise them of the issues, yet I am met with excuse after excuse as to why they cannot finish the job or address the issues. My countertops were installed on April 12 of 2022, we are nearing five months with no resolution. I attempt to make contact weekly, but am handed around to several different individuals who all furnish me with a repeating series of excuses as to why I am left with no resolution. Please help!

  

  Business response

  08/22/2022

  I tried to call Mr. **** this morning to discuss resolution to his concerns but the phone said user busy twice, so I have emailed him with my contact information so that he can touch base with me.  We were contacted on 6/7/22 and were advised there was a crack that Mr. **** was concerned with.  A service was performed on 6/13 and we were then notified there was an additional chip that he found.  We filled and sanded the chip on 6/20.  I need to get a better understanding from the customer of what he would like to have resolved.  If I do not hear from him by tomorrow I will reach out again.

  Thank you,

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

  Corporate Sales Manager

  Customer response

  11/21/2022

  [BBB transcription via duplicate complaint; see attachments]

   

  I am still waiting, after over 6 months, to be paid for damages incurred to my home as a result of their installation. Included in this complaint is a copy of the invoice to fix the damages, as well as several emails stating that they would pay for said damages. Now, I get no response from anyone. Second time filing a complaint for the same job done by the same company.

  

  Business response

  11/23/2022

  We worked with Mr. **** to get the issues resolved with his kitchen.  The reason it has taken 6 months is due to Mr. ****'s schedule to be able to schedule new installation dates.  During the installation the dishwasher line was damaged and he sent us a bill that he paid to repair it.  We agreed to pay the bill as it was our fault.  The project Coordinator processed the credit internally but did not send notification to our accounts payable to issue a check. That was an oversight, not an attempt to withhold the credit.   He sent an email on Friday, November 18th.  I was on PTO until Tuesday, November 22nd The check was processed on 11/22/22 and mailed today on 11/23/22.

  It should be noted that throughout this entire process Mr. **** has been difficult to work with.  He has been belligerent to several people at Cutting Edge in person, via email and over the phone.   Attached is a screenshot of an email he recently sent to myself and the project manager ***.  We definitely made a mistake by not flagging Mr. ****s credit to the accounts payable team but we have done everything in our power to make his situation right.  I truly believe the BBB is both an advocate for consumers and businesses and in this instance Mr. ****'s behavior is unacceptable.

   

   

   

   

*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. ↩