ComplaintsforRocky Tops Custom Countertops

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rocky Tops provided a stone countertop for my casework. Unfortunately, damage was caused to my surrounding cabinets which was not able to be touched-up with the provided cabinet kit (cabinets were marred to the bare wood, not just a scratch in the finish). Upon having the repair made by a 3rd party furniture repair company, the invoice of $270 was sent to Rocky Tops for payment as the contract I signed stated, "Care will be exercised during the countertop installation;". 'Care', however, does not include actually protecting (or attempting to protect) a surrounding surface. 'Care' is only a feeling and is not associated with an action. Had there been an attempt to protect the surrounding cabinets, this would not be an issue and would clearly by my bill to pay. After back & forth with Rocky Tops via email, they confirmed that they had no intent to uphold their contract and pay the repair invoice.

  Business response

  06/10/2022

  Thank you, ****, for your feedback. Unfortunately, you are not able to bend stone. When placing stone in an area that is wall to wall you can expect a little wall or cabinet damage. We strive to set these expectations in the beginning of this construction project. Please review the contract that was provided to you to help set these expectations. During your installation you received very minimal concerns to your walls and or cabinets. We understand that you are not able to refer us, but I would like you to understand the process so if you ever have a wall-to-wall area in the future, please understand that you the Customer understands that he/she is undertaking a construction project. A reasonable amount of dust and debris is to be expected. Customer understands that there is the possibility that he/she may have to do a small amount of touch up painting. Customer accepts responsibility for any such work. The contract that you agreed to informs you of what to expect in further detail. We understand that any construction project can be stressful and emotional, and we hope you are enjoying your beautiful Natural Stone. We installed and completed the agreed upon contract. Please let us know if you have any further questions or concerns. 

  Customer response

  06/18/2022

  
  I am rejecting this response because: Rocky Tops references the contract in which I signed, however they are the party who did not uphold the contract by proving the ‘care’ as expressly stated. 
  Sincerely,
  **** *****

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid thousands for quartz installation. Terrible job. Serious financial outcomes. Zero care from business. No follow ups as promised. No solutions. We constantly have to chase them for help and solutions. We are so disappointed in the BBB rating of this company as we have learned we are not the first to encounter such poor service and care after parting with Monty. Absolutely devastating consequences beyond terrible workmanship.

  Business response

  05/17/2022

  I have attached 4 Documents 

  ********** is the sign off for the acceptance of the installation. Stating the following

  We (I) have received the installation of my countertops and have accepted the jobs as being done to my satisfaction. The signing of this form does not affect the warranty or guarantees offered by Rockytops Custom Countertops. 
  The next document that is attached is CDV Phote which is a picture of the new countertops which look amazing. 

  The last attachment is Scan - This is a copy of all the signed documents which state the following:

  Tear-Out and disposal of laminate/solid surface tops/ must have cabinets cleared and ready for old countertops removal. Customer is responsible for plumbing /gas/ electrical disconnection/reconnection. 

  Walls are seldom 100% straight. The countertop materials are rigid and cannot bend to follow irregularities in walls. Gaps are usually covered with backsplash, tile, or paintable caulking. Acceptable gaps would be between 1/16" to 3/8". If you would like for the installers to caulk behind an backsplash gaps, please discuss them with the installation crew, it is not in our scope of work unless stipulated in the sales order contract in writing. 

  Electrical breakers, gas lines and main water shut off valves must be located and acknowledge. While undoing the plumbing some of the valves may not shut off or work, in case of busted water line or broken shut off valves Rockytops Custom Countertops is not responsible or held liable for water damage that it may occur. 

  Rockytops has been in communication with the customer as we are on site today 05/17/2022. We are coming out to remove the upper bar as it has an extended overhang, we are going to bring this back to our shop and cut down and reinstall this top. The date will be scheduled once the top is back on site of our office. The service tech that is on site will be adding caulking to any areas that the customer has concerns with. As far as the water damage it was brought to our attention that the customer ran the dishwasher after the installation, and it leaked. Rockytops is not responsible for this damage. We understand that is unfortunate, but we thrive to set the expectations for each customer so that the entire process is smooth. 

  Customer response

  05/17/2022

  
  I am rejecting this response because: the water was running prior to starting the dishwasher - for a day and a half, it was starting the dishwasher and THEN recognizing that the waste pipe for the dishwasher had been disconnected WITHOUT the technicians alerting us to this fact that lead to us knowing the water was running all that time. 
  

  coming to caulk areas where the technicians failed to do so effectively does not address the issues of three other areas being cut incorrectly - I am not sure how caulk will address the quartz being cut too long or too short, nor does it alter the fact that the hole was drilled for the sink in the wrong place, it further does not address the seams that are different widths. 
  

  This communication is the first I am hearing that the top is being removed to be returned to the shop. I asked Anneliz yesterday what “the plan was” with regards to these issues and she said she did not know. 
  

  furthermore, we have been responsible for instigating every communication, the company has failed to return any of the calls promised and we were given a window last week for a technician of between 1pm and 3pm. We called the company at 4:30 only to learn from a call made by the technician that they were over an hour away from our home. 
  

  I raised my concerns with the technician when he was at my home - he made excuses for every single one. Including saying, when I pointed out one of the backsplashes was too long that he didn’t want to remove it - so he cut the other end too long so it would match. 
  

  we are good, trusting people. We just want the results we were promised. I was misled in store about the severity of things that could go wrong when my sales rep was explaining why I needed to sign a waiver. I was not informed of the dishwasher waste pipe being disconnected. I was not made aware that the water intake for the dishwasher had not been cut off in spite of being an inch or so away from those to the faucet. My calls regarding these issues were not returned. I had to follow up with the company to learn what could it would be done. I was told by my sales rep after sending pictures (before I knew water was filling my basement and destroying my belongings) that the company would send their “best crew” and would do “everything they could to make this right”. What crew did I get if there is a better one?

  what Have I done to deserve to be treated so unfairly and unprofessionally?

  Business response

  05/17/2022

  We are not responsible to check the plumbing connection that is the responsibility of the homeowner, and it is in the contract when the homeowner signed the contract. 
  The tech was onsite today, and they were ready to address any service concerns you have or had. 
  Please feel free to call the office and discuss any concerns directly with Chris, Billy or you can ask for Amy. 
  We ask for the entire day to be open and provide you with a courtesy time frame and communication. We will be sure to discuss internally making sure we communicate with all customers if we miss that time frame. We apologize that we did not communicate with you on the promised time frames. 
  I will make sure to share the details with the installation manager about the field techs actions and communication. 
  We have been in business for over 18 years and again in the contract we are helping set the expectations with every construction project. We are unsure what needs to be disconnected as well as each project is unique. However, it was still your responsibility to make sure you had no leaks. 
  I have asked a manager to give you a call on the number we have on file. Again, if you would like to provide a different phone number, we will reach out on that number as well.   
  We are not treating you unfairly or unprofessionally. We are here making sure that we are upholding our contract and we are here anytime if you have any questions. 

*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. ↩