Complaints
This profile includes complaints for Countertop Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:11/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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.
I came in originally to purchase formica tops for my kitchen. I still have my samples that I picked out. I was talked into getting quartz. My order should have never been placed since they don't do the thinner backsplash. I should have gotten a call from them telling me they no longer do it. The order was placed on 4/21/23 for a quartz countertop with the thinner backsplash. Installation was done on 6/15/23 and a check was collected from me prior to the job being completed. The same day I pointed out a scratch on one part of the countertop and the worker used acetone to remove it but it was still there. I had them come out on 6/27 due to the same scratch, watermarks and grout work. Again they used acetone and almost got rid of the watermarks but not the scratch. The grout was redone and looked good for a short period of time but it now looks like it's 10 years old. The owner came out the third time with a cleaner, polish and sealant all in one and told me he didn't know what that mark was. If they can buff out that scratch it would of have been great but I don't think they can. The next thing would be to remove that piece of the countertop and replace it which is difficult. From the information I was getting was to use a lot of cleaning products and be careful with the objects that you place on the countertop. I originally wanted the countertops removed and refunded my money. At this point I want the countertops removed and replaced with formica countertops. My goal is to use less cleaning products and the ability to place items on the countertop without scratching or leaving marks. The quality of their quartz isn't there when I viewed family and friends countertops. It isn't antimicrobial, durable, resists scratching and staining. I would only have to use soap and water to clean. I am a single head of household and felt I wasn't getting heard and that message was to just enjoy my new countertops despite the issues I am having with them.
Business Response
Date: 11/20/2023
I am not sure what the issue is with the countertops. We did go out their numerous times to take care of **** ******* concerns and everything was addressed, per **** ****** when I was leaving the job. I also went out their myself to satisfy **** ******* I went over the cleaning process with her and also gave her different products that are recommended on Quartz. She seemed to be appreciative at the time. As far as the backsplash thickness, we did do a 2CM thick backsplash for her per her request. Typically, the material is 3CM thick. This is not the first time **** ****** has purchased from us. we had sold her bathroom countertops the year before and everything was handled the exact same way. We for 20 years ask for half down and the balance on completion. It is the customer choice to choose to purchase from us or not. As far as the scratch in the countertop, it was not there when the countertops were installed. And the grout is not grout, it is caulk, that we match as close as possible with the limitation of colors offered in the industry.
As mentioned above when leaving her home she seemed to be happy with everything. If there is a problem, I feel she should have called. It seems to me that she is changing her mind on her selections after the decision she made. Quartz is a much better product than Laminate countertops.
Customer Answer
Date: 11/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** ******
Customer Answer
Date: 12/05/2023
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
My complaint:
The day of the installation left me with a mark on one part of the countertop. I had pointed it out and the installer used acetone with no luck. I called the company out to eliminate the mark, water spots and rings as well as redo the color of the caulking and the unprofessional application of it. Everything was done but the mark was still there because once I touched it I realized it was scratched. I am seeking to have that scratch buffed out and if it can't be done then removal of that portion of the countertop.
The employees told me if I had a difficult spot to use acetone and a razor blade. I have no idea where to buy acetone so they told me it costs about $10.00 at Home Depot or Lowe's for a small container. I was told not to slide items over the countertop. I was also told you know that eventually you will have to redo the caulking. As of today the caulking needs to be redone. I had sent pictures showing where the caulking is missing.
According to ********* the warranty on this product was to be completed by the point of sale or with the fabricator. I was not approached by either party to complete registering the warranty. I registered with them to get my warranty and sent specific instructions on cleaning and care of quartz. After reading their instructions it stated products such as solvent or acetone should not be used for cleaning. It is recommended that any glue, adhesive or silicone should be best removed within 30 minutes by the installers. If I use acetone my warranty may be suspended.
I was so upset in being accused of putting that scratch on my countertop I had asked for a tearout and refund.
The sales person told me their product was comparable to other dealers. I had gone to another dealer and found out that isn't the case. Their product doesn't require acetone, a razor blade, cleaner, polish or sealer.
The company was not transparent as far as how easy their product gets scratched when the installers come in through a doorway. That they only have 3 colors of caulking, Company should mention all the products you will need to keep up with it.
Nature of complaint: scratch and caulking issues and warranty
Date problem occured: date of installation 6/27/2023
Date complained: 6/27/2023
Purchase date: 4/21/2023
Sales person: ****** ****
Purchase price: $13,377.58
Sincerely,
****** ******Business Response
Date: 12/05/2023
After reading **** ******'s request. All the information on the product is available online and explains care and maintenance as well. ********* ****** is sold throughout all our showrooms and we have never experienced any of the issues that **** ****** is having. This same material is used with one of our largest Builders in about 70% of the homes they build yearly totaling approximately 400 homes a year. As far as acetone, it is purchased by the 55 gallon drum as an everyday cleaner in our fabrication shop. We don't usually have the customer purchase it, only because of the smell. **** ****** referring to other retailers and their opinion is exactly that an opinion. I am very confused about this whole issue. I have personally been to **** *******s home when she supposedly had these issues and none of this was brought up. We actually have a very nice note from **** ****** saying:
"******, It was a pleasure working with you. You gave me the ability to make decisions and choices more easily. Thank you so much for taking the time and attention. Your company was a very friendly and professional staff too.
Sincerely, ****** ******"
This card was sent to my salesperson ****** at our ******** *******m that **** ****** has purchased 2 different times.
I believe that there is absolutely nothing wrong with the countertops or the installation a well as the fabrication.
Customer Answer
Date: 12/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** ******
Customer Answer
Date: 12/10/2023
Yes I have purchased from them earlier and it was a 2 ft by 4 ft Formica countertop. I don't consider this an extremely large purchase. The caulking was done great the first time and no need to register a warranty or have the caulking redone. When the workers came out the 2nd time to fix the caulking on the new quartz countertop was told you know you're going to have to recaulk it. That was news to me. Why wasn't I told when purchasing I would need to have it recaulked. I thought it meant getting it recaulked in the future. Now I have to find someone to recaulk it all over again especially where a lot of the caulking is missing. I sent pictures but I can resend them again.
I have the original scratch from the day of the installation, water marks and missing and uneven caulking. I did call about my warranty and found out it was not filed. I had found out I had up to six months to file for my warranty. Their website clearly states we therefore recommend that customers register directly at the point of sale or fabricator. I wasn't told this or gotten any information on this. Even if I was given something why not accommodate your customers. It's ridiculous that I had to register myself and read on their website how to care for this product. I had to put my flooring on hold to take care of this matter.
Business Response
Date: 12/12/2023
I'm not sure why you feel the caulking is incorrect. We typically use clear caulk due to the fact that there is not a caulk for every color out there. it may seem that there is no caulking, but there is. it dries clear.
As far as the warranty, once the material is purchased for your job, there is a job name attached to it with the manufacturer. It is upp to the customer to go to the manufacture website and fill out the warranty, like most products out there.
I have seen the finish product myself and feel that there is nothing wrong other than the scratch that was not there after we did the initial install.
There is nothing more I can do at this time. You have a great product, and we provided the best service available.
Customer Answer
Date: 12/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** ******
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