Complaints

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• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  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.

  On November 28th 2023 I had my Kitchen Countertop and Cabinets refurbished by All Surface Refinishing. The cabinets had an epoxy issue and became discolored. They came out and redid the coutertop on January. For the next few months I noticed the coutertop starred to become discolored and what appeard to be holes under the surface of the coutertop. I reached out to ***** in October 10th to tell him about my problem. He finally came out in November 6th. I showed him the problem and he said he see the rough work on the coutertop and would send someone out to fix it. When he sent his guy out the guy just looked and the work and left. ***** came out on December 16th and told me he is not going to fix his bad work. I would like a refund for the terrible work.

  Business Response

  Date: 01/15/2025

  In response to the complaint of Mr. ***** following is our history and timeline of events:
  
  October 27, 2023 - Initial Contact
  November 1, 2023 - In-house estimate provided to include a 10%+ discount
  November 3, 2023 - 50% deposit check collected
  November 27, 2023 - Start date
  November 30, 2023 - Job completed
  January 24, 2024 - After being advised by Mr. **** that the countertop was yellowing (we had also been advised by 3 other clients that this was happening to their countertops) - I immediately stopped purchasing the protective top-coat from the supplier I had ordered from and purchased a superior top-coat (no yellowing).  On this date our technicians returned to Mr. ****** residence to sand the countertop to remove the yellowing and applied the superior top-coat.
  October 24, 2024 - Mr. **** contacted me about discoloration on his countertop and I advised him that I would meet with him to look at the issue.
  November 6, 2024 - Due to conflicting schedules, this was the date I went out to meet with Mr. *****  The countertop was perfectly white (no yellowing) but I did see a stain which was not due to the discoloration of our product.  I pointed out the stain and asked Mr. **** what caused it and he advised that was not my concern.  He then proceeded to say that the countertop was discolored and after several minutes of going back and forth I told him that the countertop was not discolored and that I was going to send out ***** one of the technicians who performed the job, to see if he could see what I could not see.  **** met with Mr. **** and saw that the countertop was not discolored and Mr. **** then proceeded to show him some other stains on the bar top (which he called holes) and which he did not point out to me while I was there. What Mr. **** calls holes in the countertop are in fact stains, which were not caused by our product or service.
  
  Mr. ****** complaint mentioned epoxy issues with the kitchen cabinets that we refinished but there are absolutely no issues with the kitchen cabinets and he never once mentioned anything to me about any issues with the kitchen cabinets.
  
  My company's warranty is against delamination, not staining or holes which would be completely out of our control.  Mr. **** contacted me after 9 months of the superior product being applied and there is no yellowing or delamination of the countertop as of the current date.  We stand by our warranty and had this been warranty work, we would have addressed and fixed the issue immediately just as we did when we were advised of the yellowing back in January of 2024.
  
  We will not be issuing a refund to Mr. *****

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22692249
  
  I am rejecting this response 

  Lie 1

  ***** Told me the initial discoloration was due to him using left over epoxy from a previous job. What he conveniently failed to mention was that three other customers had already complained prompting him to change the brand of epoxy. This ommission speaks volumes about his dishonesty.

  Lie 2

  ***** stated in contacted him on 24th October 2024. This is blatantly false i reached out to him two weeks earlier and he is fully aware of this fact.

  Lie 3

  ***** insist the countertop is white. It is not - its yellow. Denying this is not only untruthful but an insult to basic observation.

  Lie 4

  ***** initially admitted to seeing rough work on the bar top without me even pointing it out and he assured me **** would be sent out to fix it. Now he's absurdly trying to label the same rough work as "stains".

  Lie 5

  ***** is falsely claiming he asked me about a stain and I told him "that is not his concern" (a statement I never made).Then he said I showed **** multiple stains and called them holes. This fabrication is a clear attempt to distort the facts and avoid accountability.

  Lie 6

  ***** absurdly claims that the holes in the countertop are stains. This is yet another blatantly lie intended to dismiss the obvious defects of his work.

  What is true is that I mistaken typed "cabinets" instead of countertop in my complaint. ***** is now using this minor error as a flimsy excuse to avoid fixing my yellow coutertop. His mention of a 10% discount is equally disingenuous.We all know how dishonest contractors operate, inflate the price by 20% and then offer a meaningless discount.

  If ***** had any intention of delivering quality work, he should have invested in Ultimate or Platinum epoxy. The superior he bought left me with a discolored, defective yellow countertop.  This is unacceptable and the string of lies only underscores his lack of integrity and professionalism.

   

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/24/2025

  Hello, we do not have a written warranty document that we give to our customers.  We always verbally advise our clients that there is a five year warranty against peeling or lifting (delamination) and on numerous occasions we advise them via-text and on other occasions it is hand-written on the proposal provided to them.  If a client calls with this issue, we verify that the job was done within the 5 years and if so, we fix the issue.  Let me know if you have any additional questions.  Thank you.

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22692249
  
  I am rejecting this 

  Once again we find ourselves dealing with ******* repeated inconsistencies. After explicitly stating he will provide his warranty, he is now claiming the warranty document does not exist in written form. Yet, in the same breath, he contradicts himself by saying it is either sent via text or included in the proposal- both of which are written formats. Despite this claim, he has failed to produce any proof of a text or warranty written on the proposal that i received him. That's glaring inconsistency once again calls ******* credibility into serious question.

  However ***** thought it appropriate to distract from the issue by arbitrarily referencing his so-called called "repair verification procedure," which has absolutely no relevance to the matter of hand, which is to furnish a warranty document.

  Please see attached All Surface Refinishing warranty document.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/10/2025

  In response to Mr. ***** rejection, I have never stated that I would provide our companys warranty, since an official warranty DOCUMENT (such as one would receive upon purchasing an appliance or a vehicle) does not exist for our company.  When we are contacted by a potential customer for an estimate, whether it be verbally, by email or text, we always advise them that there is a 5 year warranty against peeling or lifting.  Once the customer hires us to do the work and a written estimate is given, some customers ask us to hand-write the words 5 year warranty against peeling or lifting and we do so.  In addition, if a prior customer ever calls us back within the 5 year timeframe, we do not ask them for a copy of our warranty or if we hand-wrote it on their proposal or even in a text, it is irrelevant.  We simply check the job and if there is peeling or lifting, we fix it.  We stand firm that the issues that Mr. **** is having with his countertop are not a result of our work product or service.  

   

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22692249
  
  I am rejecting this response because:

  Once again ***** is saying his company does not having an official warranty document, i *********** prove it, Ive attached two Warranty Documents from his own companyneither of which mentions anything about delamination.
  
  Instead of taking responsibility and fixing the mess they made, ***** resorts to his usual rambling about the warranty process, which by the way he said once its within 5 years they'll fix it. Rather than addressing the issue head-on, he doubles down with this outrageous claim: We stand firm that the issues that Mr. **** is having with his countertop are not a result of our work product or service.
  
  So, if it's not their fault, then whose is it? My countertop is ambering, a well-documented issue with epoxy that affects a significant number of installations when not properly done, yet ***** refuses to acknowledge this fact. My countertop was in perfect condition before his company worked on it. Now, its not only amberingit has holes in it. Clearly ***** never had any intention of fixing the damage even though he claimed he tried to resolve my issue. Instead, he took my money and left me with a disaster.
  
  What makes this even more appalling is his complete contradiction. In his response to my ****** review I did over a month ago of All Surface Refinishing, he claims: Customer satisfaction is our top priority. But if that were true, why am I being ignored after his company ruined my countertop? Why is he refusing to take accountability?
  
  Frank's Response to my ****** Review.
  
  "Thank you for sharing your detailed feedback. We sincerely apologize for the issues youve experienced and the frustration caused. This is certainly not the level of service or quality we strive to provide.
  
  We take your concerns very seriously and want to make things right. Your dissatisfaction with the epoxy discoloration and the lack of accountability is something we will investigate thoroughly. Please allow us the opportunity to review your case again and address your concerns properly.
  
  Customer satisfaction is our top priority, and we regret that we fell short in your experience. We will be reaching out to you directly to discuss a resolution and ensure that this matter is resolved to your satisfaction. Thank you for bringing this to our attention, and we are committed to making improvements moving forward."
  
  
  The reality is clear: Franks claim about prioritizing customer satisfaction is nothing more than a deceptive marketing tactic. His response is designed to mislead potential customers into thinking h*** stand by his workwhen in reality, once hes been paid, he'll  say the issue you have is "not a result of his work, product or service."
  
  Franks company has made it clear: they dont honor their word, they dont stand by their work, and they certainly dont care about customer satisfaction. As can be seen from Franks response he never had any intention of resolving my issue, hence the reason I'm asking for a refund so I can have my countertop fixed.

   

   

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/01/2025

  The consumer has filed a small claims court action against our company. Since the matter is already going to court, arbitration will not be necessary.  Thank you.

  Customer Answer

  Date: 04/07/2025

  Due to the fact that ***** continues to be dishonest. I am going to take him to small claims court. Attached is his response to a review i left on his website.

  He claims we had a resolution at the Better Business Bureau 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 22692249
  
  

  Due to the fact that ***** continues to be dishonest. I am going to take him to small claims court. Attached is his response to a review i left on his website.

  He claims we had a resolution at the Better Business Bureau
  

  
  
  Sincerely,
  
  **** ****