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Business Profile

Floor Installation

The Design House - Flooring, Countertops & Remodeling
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for The Design House - Flooring, Countertops & Remodeling's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Design House - Flooring, Countertops & Remodeling has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    • Initial Complaint

      Date:05/25/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On or about March 17, 2022, this company installed new kitchen counter tops at our location. We paid $12,230.10 for this work and material. Right after this work was completed, all the new counter tops were covered so our kitchen cabinets could be stained by another company. On the 8th of April, 2022, all staining and painting in the kitchen was completed and the counter tops were uncovered. A couple days later my wife and I noticed that one of the seams placing the counter tops together was not placed correctly. We called the salesman, Matt at 940-758-5470 and ask that he come out to look at. Around the 12th of April he did come out. He told us since we were paying by the square foot the installers were trying to save us money. He also said that we should have had a chance to approve this seam being placed differently than the other seams on our counter tops. We were not and he admitted he had not been informed as well. We told him we did not want to start over again, however, we wanted some compensation. He agreed and said he would talk to the owners and get back to us within a couple days. He never called us back. I have since called him weekly for the last 5 weeks and each time he says that his owner is suppose to call us back. I don't know the owners name/names but have even left several messages for that person/persons to call me back with no success. We look at this mistake daily and feel that paying this kind of money, we should be compensated for the mistake. I have attached 3 pictures. File1 and 1a are pics of the problem seam. File 2 is one of 4 other seams on the same counter top that are correct.

      Business Response

      Date: 07/13/2022

      Business Response /* (1000, 5, 2022/06/02) */ Stonemeyer granite is a sub contractor for Design Floors. Design Floors is Stonemeyer Granite's Customer. Mr. ***** purchased his countertops from Design Floors. The complaint should have been launched against Design Floors because that is who Mr. ***** bought his countertops from. However, despite that, all parties (Design Floors, Stonemeyer Granite and Mr. *****) have agreed on a refund amount. A check will be cut to Design Floors today and mailed to Design Floors. It is then Design Floors responsibility to refund Mr. *****. Because there has been resolution on this matter we hope the BBB complaint is closed without a negative effect on our A+ BBB standing. We also hope that because this should have been filed against Design Floors, this will not be a matter of record on Stonemeyer Granite's BBB website/record. Thank you

    The Design House - Flooring, Countertops & Remodeling is BBB Accredited.

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