ComplaintsforRockfab

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In 2021 we purchased quartz from Rockfab. During installation, the quartz was improperly cut causing a significant rough area. The complaint was made immediately. After months, they sent out an employee who patched the cut area with epoxy. The epoxy has now yellowed and the company says it is out of its warranted time frame. They are offering to patch again but the yellowing could happen again. This doesn't feel like a permanent solution. I want the portion of quartz that was improperly cut to be replaced. It was installed incorrectly and their employee behaved poorly in my home. These were not things I agreed to when I hired them. I have communicated with the owners wife via email. She basically says she refuses to replace the quartz or rehash employees she "likely fired".

  

  Business response

  03/22/2023

  We installed Mrs. ********* * countertops on 3/24/21.  She saw “flecks” of color that she didn’t like in the highly flecked/mirrror quartz slab she chose.  We repaired her countertop after that complaint. She reached out again on 2/15/23 and said separate area had yellowed.  We offered to come out and repair this tiny area via email on 2/17/23.  Discussing employees that are no longer employees by Rockfab does not resolve her issue, but my offer to repair this tiny area for her does resolve her issue.  We are willing to repair her area of concern when she is ready to have us come back out.****** ******V.P. Of Operations

  Customer response

  04/04/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ********This is the business response copied below and here are my issues with the response: The complaint is not in regards to a fleck issue, it is regarding the one inch gouge cut into the end of my countertop by an employee when he installed it improperly. This area was patched with epoxy that has now yellowed. We were told that the epoxy would not turn colors and now are finding that is untrue. When reaching back out to the business, we were informed that our countertops are no longer warranted but that they would be willing to re-epoxy the area. My complaint is that epoxy is a short term solution to a long term problem. Will the business make a written commitment to repairing any yellowing of the epoxy for the foreseeable future? Again, we purchased quartz countertops NOT epoxy and quartz countertops. This was never disclosed as a possible problem to encounter when agreeing and paying to have Rockfab complete this job.  We installed Mrs. ********* * countertops on 3/24/21.  She saw “flecks” of color that she didn’t like in the highly flecked/mirrror quartz slab she chose.  We repaired her countertop after that complaint. She reached out again on 2/15/23 and said separate area had yellowed.  We offered to come out and repair this tiny area via email on 2/17/23.  Discussing employees that are no longer employees by Rockfab does not resolve her issue, but my offer to repair this tiny area for her does resolve her issue.  We are willing to repair her area of concern when she is ready to have us come back out.

  

  Business response

  04/22/2023

  I believe that area was modify to accommodate the door trim as seen in the photo.  We frequently notch tops on site if necessary to avoid cutting cabinetry, door trim or whatever is the the way of a flush install,  Its possibly the epoxy used was a bad batch and hence the yellowing.  Again....we are happy to remove that area and repair.  It is rare that epoxy will yellow like that but it can happen.  We are happy to fix it.  All the customer has to do is call ******* in scheduling to get it lined up and on our calendar. ****** ******V.P. of Operations###-###-####

  Customer response

  05/04/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ********  My concern with the business response is that the epoxy did not yellow immediately- it yellowed over time. So while testing to insure the epoxy is not a "bad batch", its not possible to test it for longevity. Is the business willing to warranty the epoxy patch? Thank you

  

  Business response

  05/18/2023

  Rockfab is willing to warranty the area in question. If this area "yellows" again...we will come back free of charge and address the issue.

  Customer response

  05/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ********

• Initial Complaint

  09/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I visited the Rockfab showroom on 8/14/2022 to shop for new countertops. During the process, we asked the sales agent when they would be able to install the countertops, as our kitchen was currently without countertops, which means that we also had no way to use our kitchen sink. ****** told us they were scheduling for the 3rd week of September. Based on this, we proceeded with the sales agreement and signed a contract with Rockfab. It wasn't until 8/22/2022 that we received an email from ******* (their scheduler) informing me that the installation date would be 10/03/2022. I called ****** and told her that this was not what we were told before we agreed to the contract. At first, she was dismissive of my concern and told me that it wasn't that much of a difference (in dates). She later sent me a text message stating that she had me added to their "cancellation list" for a possible earlier date. However, this project is for the home that my family (with 3 young children) live in, I requested that the contract be cancelled as they weren't upholding what they had originally told us. I was informed that there are no cancellations or refunds. I then contacted my credit card company to file a dispute on the charge, based on Rockfab not keeping within the installation dates that ****** told us. A decision on this is pending. I left a voicemail for ****** ******, the VP of Operations for Rockfab on September 1. She sent me an email later that evening, stating the following: "Long and short of it...we do not offer refunds, but we can move your job up a few days. Maybe even a week. We have had COVID in our shop and are slightly behind. We will get back to you with a September date tomorrow (9/2)." I did not receive contact from anyone on 9/2, so I sent her an email. She has now sent me an email stating that they can install on 9/23. Now, we have already went with another company. Basically, Rockfab has not provided us with any product or service.

  

  Business response

  09/30/2022

  Mr. ***** entered a contractual agreement with Rockfab on 08/14/22… the second line of the contract clearly states that the contract is non-cancelable.  Mr. ***** was reminded of this when he called to complain about the schedule (as he threatened to cancel the job). An attempt to move his job up in the schedule (to accommodate his complaint) was rejected as he told the scheduler that he had JUST purchased countertops from another source.   As a resolution, I will agree to offer Mr. ***** a store credit for the contracted amount of $3,302.84 for future products or services from Rockfab. However, I request that he contacts me directly (not our showroom sales staff) to take advantage of this offer. Jim Benton, President 

  Customer response

  10/07/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I do not agree with Mr. Benton’s response. When they told me the installation was going to be in October, I asked if I could simply cancel the order. Never did I “threaten” to cancel the order or in any other way. As no services had been provided to me nor any product ordered on my behalf, I would have thought this a reasonable request, as they were not able to provide an installation date in the original time frame. At that point, I then contacted my credit card company and initiated a dispute. I have never dealt with a company that is so unreasonable. They were out of nothing but less than an hour of a salesperson’s time, but thought they should be able to keep $3302 from me. At one point, I even suggested the possibility of allowing me to get something else of equal value, and never received a response until now, after filing this complaint.******* *****  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Rockfab in May/June 2021 to remodel my kitchen. At the time I was told that this job would take 2-1/2 weeks to complete. The remodel work began on Monday, 9/13/2021. A couple of the cabinet trim pieces that were delivered were the incorrect length, and 3 drawer- door fronts needed to be re-ordered. I was told that all of these items were delivered to Rockfab in December. I contacted Rockfab at the beginning of January, 2022 to see when the remodel job would be finished and I was told that the co-owner was working on scheduling it then. I called again in March and was told that the delay in completing the job was due to staff shortages and illnesses. Now 7 months later the job is still not finished. I have paid more than 3/4 of the contracted price. I just want this kitchen remodel finished, and done so to my satisfaction. One final note, none of my recent phone calls and texts to Rockfab have been returned.

  

  Business response

  05/04/2022

  There were delays that started with the COVID outbreak in the last part of 2021 as well as product availability and Rockfab employees testing positive for COVID.  When we finally got Mrs. ******** back on our schedule, she informed us she would be out of town several times which also delayed her kitchen project (we were literally in the middle of working on her kitchen when she notified us that she was leaving town).  Rockfab has multiple customers and there were then more delays in getting her worked back into our schedule. We have since been in contact with Ms. ******** and sent a technician to her house on 04/28/22. He replaced her spice rack cabinet door and made some adjustments. He also installed a 36” wall filler and a 36” (wall cabinet) side wall skin as it finally arrived (after being backordered for months). She also wants another base cabinet door replaced and a cabinet modified. We planned on returning on 05/04/22 to install her basement ceiling paneling (which was removed for plumbing access) but now she says she wants to wait and has pushed this visit out.  Hence more delays not caused by Rockfab. We also special ordered a full height door for her corner cabinet. When it arrives (backordered), we will modify the cabinet and install the door for her (mentioned above) We are also replacing her faux drawer fronts (panels) on her sink base cabinet due to small cracks on inside of panels. All of this work will be completed at no additional charge to her as per her contract. ****** ****** **** ** ********** 

  Customer response

  05/04/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and I reject Rockfab’s explanation that I was the cause of the delays in the completion of their remodel job on my kitchen, with several trips out of town.  I made ONE trip out of town on Friday, 9/17/21.  (Rockfab started my job on Monday 9/13/21.)    I have been here every day/week since.  They never once contacted me to see when they could get me back on their schedule.  On the few days that Rockfab was working here, quite a few of their employees were called away from my job to go and work on jobs elsewhere.The vast majority of my contacts with Rockfab were initiated by me.  I called every week for several weeks to ask when they were coming again to finish my job.  I never received any answer or explanation.  I called on 1/11/22 to ask when my kitchen remodel was going to be finished and ******* told me that ***** ****** was working on the schedule then.  I called again at the beginning of March, 2022, and was told, only then, that the delays were due to staff shortages and illness.  I had to file this complaint with the BBB before Rockfab contacted me on 4/27/22.A Rockfab technician did come to my house on 4/28/22 and completed 3 of the 6 remaining jobs that I have.  He could not re-install the ceiling panel in the basement, by himself, because he is still recovering from back surgery. Rockfab did call me on 5/3/22 to see if they could send 2 technicians out on 5/4/22 to re-install the ceiling panel in the basement.  I asked if they had found the 2 door fronts/panels for my base cabinet area and was told that these items were not ordered last fall, - like I had been told they would be.  I asked if Rockfab could save themselves a trip and re-install the ceiling panel when they brought the door fronts/panels out.  ******* seemed to appreciate the offer to wait, and said he would do whatever worked best for me.  ******* and I both agreed to wait to finish the last 3 items with one trip.  As I stated in my original complaint, I am only asking Rockfab to complete the job that they were contracted to do.  I will accept their offer to do just that. Regards, ***** ********

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Granite countertops were purchased from Rockfab on 3-24-21 and installed on 5-25-21. On 6-16-21 a green stain was noticed in the area of a seam and, we found out later, three chip repairs were also in the area of the green stain. A very small appliance had been sitting over that spot for a few days and when the appliance was moved the green stain was noticed. A call was placed on 6-16-21 about removing the green stain and an email picture was sent. I was told that they were very busy and didn't have anyone to come out but they would call back. I called several times over the next 5-6 months with the same answer. In November I was able secure an appt in December and also requested that water/ grease spots be treated. The service tech came with a repair kit to treat "green blossom" which can occur as a reaction to the accelerant used with chip repair kits. He admitted he had never used this product before and had not looked at the directions. After 24 hours of treatment, the stain was still there. The grease spots were also unresolved (and still are). The service tech said he would re-seal the countertop after resolving the stain issues. He came four more times between December and February with very little improvement. On his last visit he took out three chip repairs leaving three holes in the area of the green stain. He also told me that day that he had been told he would not be coming back and left me the phone number of Jim Benton, president of Rockfab. Mr. Benton has never returned my phone calls but has responded to two of the four text messages (per his request) I've sent. His first and only email to me stated they had done all they could do and I should be careful what I place on my countertop. I need the chip holes repaired, the green blossom stain removed and the countertops re-sealed to avoid further water/ grease staining. I feel I have been more than patient with Rockfab. I have included email/picture attachments with more information.

  

  Business response

  04/06/2022

  Ms. *******,Your countertops were installed for several weeks before this stain appeared. You stated (to a Rockfab representative) that an air conditioner type appliance was sitting in the very spot where the stain appeared.Staining after installation is not a condition covered under our warranty.Out of good faith we sent out our technician who subsequently made numerous trips to your home (in ********* **) to attempt stain removal. At NO CHARGE we have invested 22 hours of labor at $98/hour totaling $2,156.00 (in value) to remove this stain.Rockfab has done all that we can to remove this stain your appliance created.Please understand that natural stone can be PERMANENTLY stained depending on the chemical or substance that has spilled on the stone. Moving forward, be very careful what you put on your premium natural stone surfaces.  Respectfully,Jim BentonPresident 

  Customer response

  04/07/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is definitely not acceptable. Mr. ******* response is the same email he had already sent to me earlier.  The small 6 x 6 inch device continues to be mentioned is a simple fan blowing over water needs to be taken out of the picture.  It was sitting there but didn’t cause the green issue.   The fact that a considerable amount of money has been spent isn’t my problem.   Five visits without any resolution should have been picked up earlier and a new plan made.  1,The holes in my granite countertop that were made by the service tech during his last attempt to fix the stain.   These need to be repaired. 2. The entire countertop needs to be re-sealed, If anything left on the counter has any water on it leaves a dark place that lasts for several days. It has been this way since it was put in place.  It was my understanding from the service tech that it needed to be re-sealed and would be re-sealed. Very sincerely,**** *******

  

  Business response

  04/11/2022

  Mrs. *******, Rockfab agrees to return before end of April and re-seal your countertops at no charge.  we can take care of whatever holes she’s talking about When we go back out to see her that's not a problem Sincerely, James BentonPresident 

  Customer response

  04/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action on or before April 29 and, if it does, will consider this complaint resolved. Regards, **** *******

• Initial Complaint

  03/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  problem 1 Lack of communications throughout the process, the most recent timeline i have listed all contacts on a sheet of paper (recent communications, kitchen correspondance) Problem 2 We have paid in full and the job is incomplete, i have attached the contract with two payments that I sent to our lawyer and a seperate list of items yet to be completed. I have looked at the contract and can not support the tile problems so disregard our issues there on work not completed as we can not support our understanding vs what was done. (*** rockfab paperwork, work not completed) Problem 3 Hood Vent- This is not prepped normally, i confronted **** **** the day he put it in, we have a video in the living room and could check on what was done if we weren't home. He had placed tin between the studs, just a sheet of tin and not duct work. And the wall that is being used to run the duct down into the crawlspace sits on a floor truss. They have carved out a 1/2 inch by the width of the wall studs. I've been told that this is inadequate for our needs and that the drywall will take on the moisture and cause health issues and damage the drywall in the long run. Problem 4 Scope of work, we never receieved a final scope of work before signing the final contract and the last scope of work does not match up to final contract. I have asked for an updated scope of work to rectify this and have not receved anything from rockfab and they never responded to any of those emails (scope of work vs final quote) We are requesting to be paid what it will take someone else to do this work, I do not believe they will be focused on doing a good job after the treatment we have received and will not get it done in a timely manor. If they must finish the job I want to be on scene when they are there and that will require me taking time away from my job without pay and unless they want to pay for this time it is not an option to have them in my house without my attendance.

  

  Business response

  03/22/2022

  ***** **** ***** ******** ** ********* ****** ******* ******* ********* *********** ***Rockfab Kitchen & Bath contends that all work on the ****** project was completed, and the customer paid 100% of the contracted price. See attached signed Contract and Scope of Work. There was an overpayment of $1,538.82.Rockfab performed additional work outside the Contract Scope of Work in the amount of $4,375.00… Leaving the customer with an owed balance of $1,358.18. See attached document explaining overages and credits.I have chosen not to charge for all of the extra work Rockfab performed. The ******** electrician and local carpenter walked out of the ****** job and quit on them, and we were asked to do additional work in order to help them. We have accommodated the ******* in every way possible, but some customers are never happy and like to threaten lawsuits. My crew even made a trip to ********** *** a 3.5 hour round trip, however the crew was turned back because a ****** family member had Covid. We were not given a courtesy call to cancel the trip and thus wasted a day’s labor valued at $1,275.00. (NOTE: We did not charge for that trip.) Customer complains about electrical, carpentry, gas and appliance installations that were not even included in their Scope of Work.I am willing to credit the ******* the $1,358.18 they currently owe Rockfab in order to close this case… OTHERWISE WE ARE AT AN IMPASSE. Respectfully,Jim BentonPresident 

  Customer response

  04/06/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am emailing to respond to RockFab's response to our complaint. I have enclosed a copy of the contract and I have circled the items that are not complete.  As you can see I am not sure how RockFab feels they have completed the contract when just about 1/3 of the total items have not been addressed. As Far as the customer paying 100% of the contracted price, I hope this is not their method to decide if a job is done.  The problem here was on their end.  As you can see in the contract there are 5 different payments to be made.  We made the first one on April 20, it cleared on the 26th.  As for the second check, I wrote it out of the wrong account.  I received a text from ***** on Nov 4 at 5:12 pm stating the check had been returned for insufficient funds.  Again at 7:40 stating that he really needed the money wire transferred the following day.  The next day i had to work from 7 and did not get off till very late.  I provided him with my wifes information so she could help out.  The next day I found out that my wife had transferred too much money.  She was asked for 40K which was more than we owed on the whole contract, the next payment was for $28,000, due when cabinets arrived.  I am not sure why they asked for so much.  On Nov 8 ***** in a text stated he would return the overage which he never did.  On december 1 I asked him about the overpayment again and got no response.  So as far as paying the contract in full, yeah i guess we did but we tried to get that money back on multiple occasions. Now let's address the scope of work.  As you can see in the file rocfab Sales Agreement & Scope of Work.pdf, I have circled the items that have not been completed.  1. We are missing cabinet hardware under the kitchen sink, and on one cabinet drawer near the stove, and the dishwasher and trash compactor fronts still need to be attached and the hardware attached. 2.  We have a blue piece of plastic where the wall mounted pot filler should be, and it is not connected below. 3.  As for the range grill hood this is not installed 4.  L&M to run vent ducting.  This is also not complete and the pre-work is not adequate for the fan.  All the contractor did was to put tin between the studs behind the stove area but did not run any duct work.  I have evidence of this work on a ring video camera, when I asked the contractor about it he said that it was completely fine.  I have spoken with other kitchen designers and they say this is inadequate, over time the drywall and studs that are exposed will get exposed to moisture and grease and grow mold.  Now the back wall drywall needs to be removed and ducting brought down and through the floor and a larger opening.  This actually needs to occur in the actual hallway space or bumping the vent into the kitchen and under the stove, because the wall that they intended to bring the vent down through is a load bearing wall with a floor truss running directly under it.  The contractor attempted to cut out an opening into the crawlspace that measures 14 1/2 inch by 1 1/4 inch.  The trim around the hood is incomplete as well. 5.  Under cabinet lighting is still not installed, I was told by the contractor that it had been completed and was sitting at RockFab waiting to be installed. I can agree with the overages although the contractor had told me he was doing them in good faith because we had waited so long and the work was being done so slowly.  As for the HVAC, that was a vent that was in the previous cabinet, I am not sure what I am supposed to do if the people installing the cabinetry aren't supposed to keep those kind of things exposed but am happy to pay for it if we can finally get this kitchen completed. Since we couldn't wait for RockFab to come install the dishwasher we hired someone from ***** to do this.  I have attached the receipt.    That would bring the total that we owe rockfab to $988.30. As for the extra work RockFab performed, it is all covered in the email from ***** ******* dated December 4 and supplied to you from RockFab.   On December 20, the date that RockFab last sent a crew out to try and complete the job, my daughter did become ill.  It was not covid and never did i state it was, she had thrown up and we were keeping her upstairs.  I warned the workers, one of them had surgery in the next week or so and I know if you get a fever in the weeks leading up to surgery they will cancel the operations.  They decided it would be a good idea to leave, I was fine with this and understood any costs would be above planned costs and would be ok paying to help that man out.  I am not sure what complaints I was complaining about other than the fact that none of the old trim has been repaired to meet up with the kitchen trim and it looks to me like they cut this off too far back and that it should have been repaired up to the cabinet and the new trim coped into the wall and not the other way around which seems to be the plan.  The pictures that were originally submitted remain the current state of the kitchen, see kitchen correspondence pdf. I am not sure how they could consider this an impasse, they failed to address a single complaint we have made. ***** ****** 

  

  Business response

  04/14/2022

  Rockfab contends that we have fulfilled the contractual agreements with ******. The Customer has paid in full, except for some extra labor and materials that were not in the contract’s scope of work.   Rockfab agrees to dismiss these extra charges and close the job.

  Customer response

  05/09/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Attached is the Sales Agreement & Scope of work.  I have circled the items on the agreement that HAVE NOT been done.  I just want what I paid for to be complated. Regards, ***** ******

  

  Business response

  07/12/2022

  Installation of hardware: We did install the hardware Install pit filler: Pot filler was plumbed but not installed because customer had not provided it yet (was on backorder) I reached out to Mr ****** to offer him plumbing labor credit for the installation (by others). Install filter grill: We did install the filter grill Vent ducting: We had custom sheet metal fabricated and we ran vent ducting inside wall behind range down to the crawl space below... And transitioned to existing ventilation duct work. LED lighting: We installed LED under cabinet lighting…. 

*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. ↩