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Business Profile

Countertops

The Countertop Shop

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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  • Initial Complaint

    Date:03/20/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    2/27/2023, Countertop Shop (CTS)installed the incorrect granite counters, which they admitted. CTS tried to find another slab from another supplier.Told us they thought they found one in Illinois but it was likely damaged.They were bringing that slab to Ohio. They brought the slab.On 2/27/23, I went in to look at the slab.CTS had circled spots around the edges that had damage. I found more in the middle. *** indicated those were part of the natural stone. I said I didn’t like the spots as they looked like chips.I told my wife (**) to go in and look.I indicated in a text to our contractor just after viewing the slabs there was damage and we weren’t likely to go with them. ** went in later and spoke with ***. *** said marks were natural to the stone.** asked *** to show another slab with marks like that. *** couldn’t find one. ** told her she didn't like the marks. ** said she just wanted them to disappear when she wiped them. *** then said she would go get manager ****.He was the one who was going to cut the granite and he might be able to work around the marks. **** came and told ** the marks were “impact marks.” ** wouldn’t know the term “impact mark” otherwise. ** said she didn’t like the marks and didn’t want them in the final product.He looked at our layout and said he would likely be able to work around the marks in the middle and sides.He showed her with his hands how he could cut it without marks.He volunteered to move the slab on top (we needed 2). He moved that slab and said he could definitely work with them. He planned to lay it out the next morning and we can come in to finalize. 2/28/23 **** sent an email saying “I THINK WE GOT IT!!” He told me if we approved he would proceed with production. ** was given the impression at CTS we would be able to see the slab before cutting(can be proven from contractor text). I emailed him “Go ahead and proceed as long as the impact marks are removed.”CTS cut the final without showing us and installed it poorly.

    Business Response

    Date: 04/10/2023

    [BBB Transcription via Email]

                  Customers entire deposit was refunded, and they kept the countertops. According to their post on Facebook it was an amicable agreement.

     

    Have a blessed day,

     

    **** ************

    The Countertop Shop

    President & CEO

    ************

The Countertop Shop is NOT a BBB Accredited Business.

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