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Business Profile

Countertops

The Countertop Factory Midwest, Inc.

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:10/18/2022

    Type:Service or Repair 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.
    Hello, my wife and I bought a kitchen from ********** Brickyard in August 2022. Unfortunately, the experience has been unsatisfactory overall. The current and most pressing issue is my cracked countertop. The countertop installation took place on Tuesday, October 11th. Later that evening, my wife discovered a long and very noticeable crack in my Solarius Granite countertop. Therefore, I reached out to the Brickyard kitchen team for clarity. I submitted pictures and videos to ******, who passed the information along to **** (**********), ************************* (**********), Darpita (MSI Surfaces), and ********************************* (The Countertop Factory) later that evening.I followed up with the Countertop Factory on Wednesday, October 12th, and sent them multiple photos and videos of the crack using my cellphone. The Countertop Factory stated that the crack could be a fissure. I can assure you that the damage is not a fissure. You can see the glue underneath the crack where someone tried to repair the damage. You do not see glue marks underneath the granite slab except where the crack is. This practice is unacceptable! Furthermore, my contractors looked at the countertop and told me it was damaged and needed replacement. With Countertop Factory claiming fissures, I initiated contact with The Countertop Factory to schedule a time for someone to inspect the damage. The time was Monday, October 17th, between **** am. This ordeal has inconvenienced my family. I had to take off work once again to supervise the Countertop Factory. My wife and I do not have water to wash dishes. I need the Countertop Factory to replace my countertop without damaging my newly installed cabinets.

    Business Response

    Date: 10/31/2022

    Thanks for bringing this to our attention.  We remade the pieces in question and installed them last week on October 26th.

The Countertop Factory Midwest, Inc. is NOT a BBB Accredited Business.

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