ComplaintsforFloform Countertops LLC

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been working towards a satisfactory solution to numerous fabrication and installation issues for the past 6+ months. We have been nothing but accommodating and understanding through this entire process. Here is our experience: Countertops cut short not once but twice, edge profiles between slabs on third install did not match, 4th install scratched surface and now 5th install residual epoxy damaged surface and was not able to remove without damaging finish on the product. Yes that is 5 installs and we are stuck now with no resolution. Oh, and dirty pitted seams between slabs. Also damaged two of our brand new cabinets during this 6+ month installation process. Not to mention cost of removing and reinstalling plumbing five times at each installation attempt.Floform will not fix the seams, take accountability for damaging the surface of the installed product. We are at our wits end and need a third party to help come to our satisfactory solution. They advertise a satisfaction guaranteed promise. Advertise they will not stop working until the customer is 100 percent happy.

  Business response

  01/31/2024

  This job has been going on for several months and should have be closed out long ago.  Floform has addressed all issues with the customer that have resulted in remakes some due to homeowner changes and some due to measuring errors. These remakes and job site visits have Floform at a loss of over 7K on the job. It is in our professional opinion that everything has been done to or above industry standards and the customer is expecting changes or adjustments to be made to the product that cannot be changed. Attached are the pictures of the finished job. The request for money back on this job is hard to stomach and is very frustrating to even see as we have done everything to provide exception customer service, remade tops when they should have been charged but were not. If this were not to be a friend of our manufacturer, we would have proceeded differently due to the amount of time and resources this customer has taken up. We would like to close this out and whatever is needed from us to show that we have done all work to the best of our ability and industry standards we can. We look forward to resolving this, thank you. 

   We have more pictures but cannot load all of them. Can send all if needed to resolve. 

  Customer response

  02/29/2024

   
  Complaint: 21200804
  
  I am rejecting this response because:  The current product damaged. Epoxy residue left on product after install. ***** rep came out week following install and confirmed issue with countertop finish. They then used some chemical to clean. The cleaners they used did not resolve the issue and in fact removed some of the finish. They then came out a second time and the counter tops are still not cleaned of the residue and now have damaged and removed the finish that was originally on the slabs installed. 

  Also yes the 4th attempt at install was technically within specs but the countertops they installed were all scratched and had suction cup marks on it. Also the installer damaged two of our brand new cabinets and a fridge cabinet side panel. The only change we made as a customer was with this last 5th install to a different product because the original product we selected was not available at the time and there was not time frame of when it would be available. 

  This comment is telling of the type of business this is "amount of time and resources this customer has taken up." We as the customer have been more than accommodating to the issues out of our control. To blame the customer for their issues is unconscionable. 

  Just fix the damaged product please. Here is a suggestion, maybe reach out to the manufacturer for some assistance?
  
  Sincerely,
  
  ***********************

  Customer response

  03/18/2024

  Not sure next steps to get our countertops issue resolved. Have not heard anything for a couple weeks. To what extent does the BBB assist in resolution?

  Getting the sense next steps is taking business to court.

  Business response

  05/03/2024

  We have attached the photos to the previous request but if needed we can add again. I have gone through the job again and below is our response. 

   

  Weve had 3 different services each for the review of the material. Weve used products that the manufacture recommended to no success. The last service was with the representative from the manufacture, ***. After the final visit with the *** rep, the rep had let us know that he was shocked since the countertops looked good after the 12/7 visit.  He had mentioned to the homeowners about the water spots that was due to the hard water. Around 12/23 *** rep had let us know that they were going to offer a granite then around 01/08, ****** reached out about next steps since he had not heard back from *** or FF.
  
  On 1/24 We sent him the following email,
  Hi ******,
  
  I called and left a voicemail, wanted to follow up with an email. We are going to set up a visit to address the installation concerns you had mentioned, I have an opening on Thursday, 02/08.
  Seam appearance
  Unlevel tops some areas
  
  We will address the installation concerns on your project.Any concerns that are material related issues - you will have to submit that information/claim to ***. Let me know if the date works, we will require for you to be onsite on that visit.
  
  He responded with essentially saying FF is not taking accountability for the material and the damage on the finish, per ******, In closing Feb 8th, 2024 will not work for us as we need to get the damaged countertop issue resolved first then we can address all the other installation issues..
  
  Not sure if he is reaching out to ***. From them, we have not heard back anything from ****** since were willing to address the installation issues but the material needs to go through the manufacturer. On the cabinet damage portion, we offered to address the area and he had attempted to fix himself and told us to disregard.  We have all the email correspondence as well if youd like them!
  
  As we have stated and gone over with the customer, if it was an install issue we would and have gone out to address. The main issues he has is with the material which is not something Floform makes but comes from a different provider. If anything else is needed, we can provide to make sure this gets resolved. 

   

  thank you. 

  Customer response

  05/10/2024

  I did not see the previous response from FloForm until now. I have been waiting to hear back from the BBB on this issue. This issue is not resolved. I paid FloForm for everything product included. This is why i have been trying to work through them! They need to pay for the cabinet replace, repairs. I have a bid of $1200 to repair or can submit the original cost of the cabinets to have them pay for them. They damaged the countertops so don't really see this as a product issue. What are next steps here?

  Business response

  06/10/2024

  Floform was aware of some minor cabinet damages. We have emailed the customer several months ago to get an estimate for us to review. These emails have gone unanswered and still have not seen the company or the estimate. In order for us to evaluate a claim we need to get the details so we can take the proper steps to solve with that contractor or hire internally to solve the issue.  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We entered a contract with FLOFORM COUNTERTOPS on October 18, 2023 for countertops to be installed starting 11/5/2023 and completed by 11/23/2023. They installed the countertop on 11/29/2023, plumbing on the 30th. The backsplash is scheduled for December 14th. After the installation we contacted FloForm as the slabs used did not match. The installer and the plumber agreed. However, Floform refused to acknowledge the issue stating it was subtle changes and we approved the counter. We approved a small sized photo sent via email and the picture is not what we got. We continued to ask for a manager to come and see the obvious issue and never received a response. On 12/5 the template person came out, a 19 year employee of FloForm. He said that the slabs were not laid out correctly. That the darker shades should have been together and that two of the seams were not done well. He said don't worry, they will fix this. He sent pictures to the company but they have now stated they will not be fixing the issue. The employee said that when he texted the pictures ******* sent back a hand over the face emoji. We have reached out to ****** as well as this was via them and wait to hear back. Floform has mislead us consistently and have left us with an unfinished and unacceptable countertop.

  Business response

  01/16/2024

  I am not sure if any of the responses have made it through as they keep saying the files are to big. This job is ongoing and we have been working hand in hand with the customer. We know and feel as though this was added out of frustration from the customer as ********************** has all the signed documents through ****** that show what we supplied and what they paid for was correct. They were under the impression of a different seam / process but all was clearly gone over by multiple people on our staff. If needed we have everything documented in photo form as well as signed documents to go over each section. We hope to have this removed as it has been handled. Thank you and look forward to answering any questions as needed. 

  Customer response

  01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We continue to work with Floform to complete this project and have a final installation date of February 7th, 2024.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FloForm tore out original tile countertops and installed new quartz countertops in my kitchen. This work was subcontracted to FlowForm by Lowes. On the day of the tear out, September 22, 2021, the team that came for the tear out and install of the new countertops did not adequately cover the floors and damage was done to my floors. The team acknowledged the damage and said that they would let FloForm know so that they could be fixed. After some emails, they told me that they needed an estimate to repair the floors and then they would approve paying for the repair. I promptly got an estimate from the company that originally installed the floors. They thought the method they quoted would work, but did not guarantee that the estimate would cover the ultimate repair if it needed more. After months of back and forth emails, FloForm **** informed me that they would pay for the estimate but that I would have to sign off that I would not require any more money for repair even if it cost more to fix back to original condition. I told Floform that I just wanted my floors fixed and that they should fix them back to original condition no matter what the cost and I would not sign off on them paying for just the estimate. I have worked with many contractors where the final **** is just an estimate at first, including Lowes on the counter install which I ended up paying a little more after the template was completed. After I refused to sign off on just the estimate, a gentleman named *******************************, the General Manager, from FloForm **** called me on February 23, 2022 and assured me he would take care of the issue and would have one of his floor guys come by and repair the floors. As of today, July 21, 2022, nearly 10 months later after the damage was done, after many many phone calls and text messages with *******, my floors are still not repaired. About a month ago he asked me for another estimate because his floor guy was too busy, which I sent and I still have no response.

  Business response

  07/22/2022

  We have reviewed and been working with **************** family as best as possible. We have informed them that the initial bid was done based on pictures and could not be paid without a site visit. We did inform them that we would reach out to our flooring professional do provide a "job" price and not an open ended quote. Due to the small amount of work this has been difficult to get them to go onsite and take the work on. After finding out that this was not a viable option for timing and scope of work we informed **********'s that we would pay for the first estimate. She then said that if anything else was needed that we would have to pay for it. That is where the conversation has stopped as we will not have an open check to fix anything that might have been the problem. We still stand to pay out the initial amount quoted and if that is not acceptable then we would keep seeking a professional service to meet us onsite to go over the claims and sign off on a work order for the job. 

  Customer response

  07/25/2022

   
  Complaint: 17601034
  
  I am rejecting this response because:The business did not give a complete response to the conversations that have occurred between me and the business. The business was on-site when the damage occurred and inspected it and took pictures. These pictures and inspection was given to the business. So the claim that it could not be paid without of site visit is inaccurate as one already occurred. Additionally, I sent them two bids, which I attached to the original complaint I sent to the BBB, that they asked for and they did not respond when I sent them these two bids. The first bid is the lowest price that would be paid on the job and the second is the highest price. So for them to claim its is an "open-ended" quote is also inaccurate as they have a minimum bid and a maximum bid. I just want my floors to be returned to the condition before the business damaged them. They should pay for what it takes to do this. If the low bid, which they said they would pay, does not fix them to original condition, then I do not want to agree to accept this amount as payment for the damage. If they agree to pay the higher estimate, I would accept this since they will not pay anything except for a bid and cannot get someone out to fix the damage. I would also accept someone they hired to fix the damage but I do not want to wait another **** months. The company that gave me the estimates said they could do it within a couple of months. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with Floform to provide new kitchen counter top. Floform employees installed the counter top. It contracted with two other businesses to provide plumbing service and tile work. On 7/13 Floform replaced our countertop. On 7/14 the plumber indicated that a value was broken during the installation of the top. The plumber stated the value needed replacement. He checked our basement and the ceiling and wall were damaged. we contacted Floform and were told to have the plumber replace the value and they would reimburse us. We made arrangements for another contractor working on our remodel to repair the basement damage. Floform who recommended this contractor stated they would work with them for the repair. We sent the plumbing invoice to flor form and they have not reimbursed us. We have had five contacts though phone calls/voice mail and e-mails that they are working on getting the check to us. Floform has not denied responsibility they just have not reimbursed us.

  Business response

  09/10/2021

  Floform agreed to replace customer's valve at their cost, which is not normal procedure.  We were sent the bill from the customer and submitted for a refund on 8/6. Customer was informed refund may take up to several weeks based on accounting's timelines. When we received an email from the customer yesterday that he had not received his refund yet, we replied that we were expediting his refund to make up for the delay the customer has experienced. 

  Customer response

  09/10/2021

  Thank you for your assistance. I would note we did not receive an e-mail from Floform in response to our 9/8 inquiry. The last e-mail/contact we had from Floform was on 8/30. We also wish to clarify their initial response was not 8/6. On 7/15 we submitted the invoice and we received an acknowledgement from the company. On 8/6 i contacted the  company about the invoice and company stated it was not received. I provided the date when it was sent and representative checked his e-mail and located it. I provide this information as clarification about the challenges we have experienced. I appreciate BBB's quick action and resolution to this and the company's response. *** ***** *

   

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

   

   

   

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/12/21 had consult in our home with Noel H**** for installation of countertops, backsplash/gout color, sink and faucet. Mrs. H**** has a degree in design and we felt confident with her knowledge when making selection for these products to be installed. We were super excited to have professionals complete our kitchen remodel. Our Counter tops, sink, and faucet were installed to our satisfaction. However, Floform sub-contracted out to *** ************ ****** * ******** for completion of the backsplash installation. The tile was supposed to be installed over two days in which Alicia from Floform had scheduled this to be completed on Feb 15th & 17th. TMG completed the installation in one day. The installation is not up to professional installation. The corners are crooked and tile does not run in a smooth line in the corners. Its visually unappealing. They also cut small pieces of tile in places and the grout work is poor. We paid over $9400. I have contacted Floform with no resolution.

  Business response

  08/25/2021

  We have reviewed all documents and pictures provided by the customer for this job. We informed the customer at the time of install and even months after that the tile in which she approved was a handmade tile. The handmade element to this does not allow for a perfectly level line or flush grout lines due to its unique shape per tile (intentional by manufacturer). The grout color on this is also approved by the customer accents the details between each tile which also highlights this handmade look. Floform  has sold and installed this tile for many customers with no issues and we find the work to meet or exceed industry standards. We understand that it is hard to see a finished project during purchase but what was paid for was complete per the contract. Please let us know if you need any further explanation, pictures or details. 

   

  Thank you,

   

  Michael F*******

   

  *****All supporting documents redacted by BBB*****

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/16/21, I ordered laminate countertops from *****/Floform Counters INSTL. They in turn sent someone out to measure my kitchen. Canceled 3x and leaving me 10 days without a kitchen and broke from takeout and no work pay for each day I took off. The craftsmanship is poor at best. 1)The laminate is cut short of the wood on the edge trim piece exposing the wood it was laminated to which appears here and there through out. 2)Another counter was measured wrong, 3/4" bigger than the space allows, leaving no where for the 3) stove and fridge to go so the brand new appliances have been for wedged in there leaving damage to both of them. 2 months later the shim they used to be able to get fridge to slant the opposite direction is still showing under fridge on floor. A big white shim you just about have to walk around to enter. 4)Dislodged counter block from wall then put more shims under the counter making it unlevel and showing holes to the inside&wall . The worst seam imaginable. I wait.

  Business response

  08/18/2021

  Ms. ********** countertops were purchased through ***** and fabricated and installed by Floform. We were sorry to hear that she was unhappy with her original install. We have attempted to address Ms. ********** concerns.. In Early July our Install Manager and Myself (Branch manager) did an in person visit to assess the issues. During this visit we offered to send an install crew back to the home to address the issues with her peninsula being out of level and well as to adjust the size of the piece between the range and fridge. At this time, Ms. ******** explained to us that she was unhappy with the countertop having a seam and also that the edges of the countertop were squared (rather than rounded). A seam is required for this type of laminate install. Both the seam in the laminate as well as the edge profile were approved by ***** and Ms. ******** prior to fabrication. Ms. ******** let us know that had ***** told her she would have to have a seam she would not have purchased this material and was going to go to ***** directly to cancel her order and request a full refund. A few weeks later we heard from her that she was unhappy we still had not addressed her concerns. I again offered via email to send installers out to address her concerns, but i did not receive a reply. After receiving this BBB complaint i again called Ms. ******** and offered to send installers out. She declined, and said she was again going to go through ***** for a refund. Again,  we would be happy to send installers back to the ******** home, however Ms. ******** has declined this offer each time, stating she instead will go through *****. At this point, Floform is not able to address these concerns until Ms. ******** has determined what she would like to do through *****. 

*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. ↩