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Business Profile

Countertops

STL Countertop Solutions

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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Complaint type

  • Initial Complaint

    Date:01/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 hired this company as a fabricator for counter and fireplace front installation on 9-9-23. I was very clear upon my hiring of this company I needed "Non-Combustible" material. I was informed by the owner, *****************************, to go to UGM Surfaces to make my selections.I was clear upon going into the warehouse and speaking to their sales representative (********) that I needed a non-combustible material for the counters and the fireplace front to withstand the heat of the fireplace and to sit pits and pans on the counters directly from the stove and oven. The representative showed me my options, and I made my selection. I informed my fabricator of my selection and at no time was I told that what I selected was not a non-combustible material. My fabricator obtained the slabs from UGM Surfaces and installed them on all surfaces and fireplace front.Upon 1 month of using the fireplace this winter the fireplace front began to discolor and crack. Per the contract with the fabricator the install and material is under warranty for 1 year. I contacted the fabricator via phone call and texting to the office and personal numbers and have not heard back in 1 month. I contacted UGM Surfaces via phone and spoke to a different individual (****) and was told that the material I purchased was not a Non-Combustible material and should not be used to for a fireplace front or to sit hot pots and pans on. This person (Roma) denied I was told by the other UGM employee (********) that the material I selected was non-combustible, and my fabricator should have known this and is his issue.I believe it is both their responsibility and all I am seeking is the removal of the old fireplace front immediately as it is a fire hazard, and replaced with a similar looking truly non-combustible material per the contract from the fabricator.I can accept the counter tops not being non-combustible and am not asking for those to be replaced or reimbursed.

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