ComplaintsforMilestone Countertops, LLC
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
02/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid Milestone Countertops $6,717.68 for countertops and cabinet lighting. The project was finished 10/2020 on 03/2021 the countertop cracked, John and several members of his team have been out to my home to take a look at the cracked countertop and I was told they could repair once they had a job that used the same material and there was a piece leftover. I’ve reached out to John and James every few months and keep getting told they’re working on. I’m done waiting and simply want my money back so I can hire another company to fix Milestones work. Cracked countertop will need to be removed and replaced along with backsplash. I have been tried to work with them to get this problem fixed, but this is ridiculous to have to wait almost a year for a resolution. The lights never work for more than a month, the man has been out to my home numerous times to repair and replace light strips. I have text and emails regarding both countertops and lighting if needed.Business response
05/26/2022
Dear
We sincerely apologize for the inconvenience this has caused you. Quality care, craftsmanship and customer satisfaction is our top priority. We have been working diligently to offer the best options to fit your budget for your renovation process. We sent our first proposal on 6.10.2020 and then received a deposit close to two months later on 8.19.2020 to proceed with the project.
We installed all the countertops on point (see photo) however you were unsatisfied with the veins running as you stated in a 'different direction'. We then were able to accommodate and redo another piece (right of stove) with the current piece in question or now with a challenge.
It seems to be a fissure at the corner of the countertop in the stone months later after installation. The existing cabinet base may not have the proper supports internally to carry the stress of the countertop. We have been responsive to remedy the situation, offering solutions to fill in the fissure with epoxy or to redo the L top in two pieces. We were not given the go ahead to do so.
In the meantime, I have emailed and asked the supplier if they are willing to give a discount for another slab. Also we would gladly like the opportunity to come back to see about filing the fissure to blend it in.
As far as the electrician, we were just passing along ******** quote onto you and he would gladly come back to warranty his work.
Please let us know how we can move forward.
Thank you and regards,
John T.
Customer response
05/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
No one ever reached out to me to offer any solutions, I have text messages of company saying they were waiting for left over materials to make repairs for over a year, I kept getting the same excuse. Also I did not pay for countertops that are pieced together I paid for it to be seamless, if cabinets were not stable why didn’t they mention this prior to doing the job? I am not interested in countertops being filled in with glue. I would like for a full refund so I can have a countertop redone, we’ve had too many issue with Milestone that we do not trust them to fix a 3rd mistake. I had another company come out and they stated that the reason countertop would crack is if house had settled but then we’d see cracks on walls, which there are not. He also said they could crack due to manufacturing or installation which is what happened here.
*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
Contact Information
1022 Wirt Road Ste 308
Houston, TX 77055
Business hours
Today,8:00 AM - 5:00 AM
MMonday | 8:00 AM - 5:00 AM |
---|---|
TTuesday | 8:00 AM - 5:00 AM |
WWednesday | 8:00 AM - 5:00 AM |
ThThursday | 8:00 AM - 5:00 AM |
FFriday | 8:00 AM - 5:00 AM |
SaSaturday | Closed |
SuSunday | Closed |
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.