Complaints

This profile includes complaints for Floform Countertops LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Floform Countertops LLC

  22445 76th Ave S Kent, WA 98032-2450

• 

  Floform Countertops LLC

  9615 SW Allen Blvd Ste 103 Beaverton, OR 97005

• 

  Floform Countertops LLC

  3293 W Seltice Way Post Falls, ID 83854

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.

• Initial Complaint

  Date:10/07/2024

  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.

  I had countertops installed by them on June 17th, I reached out a few days after install to let them know of a couple problems during install. They drilled screws that were too long into my sink support causing me to scratch my new cabinets drawer when I reinstalled it, they also dropped the counters onto my new stair tread causing a large chip. They told me to get a bid from a contractor and I did, they have been telling me for 2 months they will pay the contractor directly and have failed to do so. Each time I reach out they say they will look into it and never get back to me until I reach out again. I have given them over 3 months to resolve this and pay my contractor and they have not. I paid them around $6,500 to do the countertops, they look beautiful and did a good job during install. They just messed up a few things I feel they should be responsible for fixing. My contractor quoted them $1,300 to repair the damages caused by them. They have not paid anything yet

  Business Response

  Date: 10/18/2024

  I was able to review this with our team and a check was sent out 1.5 weeks ago for the identified issue. We will also reach out to the customer to make sure this has been received. If there is anything else we need to do please let us know.

• Initial Complaint

  Date:01/25/2024

  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.

  We have been working towards a satisfactory solution to numerous fabrication and installation issues for the past 6+ months. We have been nothing but accommodating and understanding through this entire process. Here is our experience: Countertops cut short not once but twice, edge profiles between slabs on third install did not match, 4th install scratched surface and now 5th install residual epoxy damaged surface and was not able to remove without damaging finish on the product. Yes that is 5 installs and we are stuck now with no resolution. Oh, and dirty pitted seams between slabs. Also damaged two of our brand new cabinets during this 6+ month installation process. Not to mention cost of removing and reinstalling plumbing five times at each installation attempt.Floform will not fix the seams, take accountability for damaging the surface of the installed product. We are at our wits end and need a third party to help come to our satisfactory solution. They advertise a satisfaction guaranteed promise. Advertise they will not stop working until the customer is 100 percent happy.

  Business Response

  Date: 01/31/2024

  This job has been going on for several months and should have be closed out long ago.  Floform has addressed all issues with the customer that have resulted in remakes some due to homeowner changes and some due to measuring errors. These remakes and job site visits have Floform at a loss of over 7K on the job. It is in our professional opinion that everything has been done to or above industry standards and the customer is expecting changes or adjustments to be made to the product that cannot be changed. Attached are the pictures of the finished job. The request for money back on this job is hard to stomach and is very frustrating to even see as we have done everything to provide exception customer service, remade tops when they should have been charged but were not. If this were not to be a friend of our manufacturer, we would have proceeded differently due to the amount of time and resources this customer has taken up. We would like to close this out and whatever is needed from us to show that we have done all work to the best of our ability and industry standards we can. We look forward to resolving this, thank you. 

   We have more pictures but cannot load all of them. Can send all if needed to resolve. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21200804
  
  I am rejecting this response because:  The current product damaged. Epoxy residue left on product after install. ***** rep came out week following install and confirmed issue with countertop finish. They then used some chemical to clean. The cleaners they used did not resolve the issue and in fact removed some of the finish. They then came out a second time and the counter tops are still not cleaned of the residue and now have damaged and removed the finish that was originally on the slabs installed. 

  Also yes the 4th attempt at install was technically within specs but the countertops they installed were all scratched and had suction cup marks on it. Also the installer damaged two of our brand new cabinets and a fridge cabinet side panel. The only change we made as a customer was with this last 5th install to a different product because the original product we selected was not available at the time and there was not time frame of when it would be available. 

  This comment is telling of the type of business this is "amount of time and resources this customer has taken up." We as the customer have been more than accommodating to the issues out of our control. To blame the customer for their issues is unconscionable. 

  Just fix the damaged product please. Here is a suggestion, maybe reach out to the manufacturer for some assistance?
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/18/2024

  Not sure next steps to get our countertops issue resolved. Have not heard anything for a couple weeks. To what extent does the BBB assist in resolution?

  Getting the sense next steps is taking business to court.

  Business Response

  Date: 05/03/2024

  We have attached the photos to the previous request but if needed we can add again. I have gone through the job again and below is our response. 

   

  Weve had 3 different services each for the review of the material. Weve used products that the manufacture recommended to no success. The last service was with the representative from the manufacture, ***. After the final visit with the *** rep, the rep had let us know that he was shocked since the countertops looked good after the 12/7 visit.  He had mentioned to the homeowners about the water spots that was due to the hard water. Around 12/23 *** rep had let us know that they were going to offer a granite then around 01/08, ****** reached out about next steps since he had not heard back from *** or FF.
  
  On 1/24 We sent him the following email,
  Hi ******,
  
  I called and left a voicemail, wanted to follow up with an email. We are going to set up a visit to address the installation concerns you had mentioned, I have an opening on Thursday, 02/08.
  Seam appearance
  Unlevel tops some areas
  
  We will address the installation concerns on your project.Any concerns that are material related issues - you will have to submit that information/claim to ***. Let me know if the date works, we will require for you to be onsite on that visit.
  
  He responded with essentially saying FF is not taking accountability for the material and the damage on the finish, per ******, In closing Feb 8th, 2024 will not work for us as we need to get the damaged countertop issue resolved first then we can address all the other installation issues..
  
  Not sure if he is reaching out to ***. From them, we have not heard back anything from ****** since were willing to address the installation issues but the material needs to go through the manufacturer. On the cabinet damage portion, we offered to address the area and he had attempted to fix himself and told us to disregard.  We have all the email correspondence as well if youd like them!
  
  As we have stated and gone over with the customer, if it was an install issue we would and have gone out to address. The main issues he has is with the material which is not something Floform makes but comes from a different provider. If anything else is needed, we can provide to make sure this gets resolved. 

   

  thank you. 

  Customer Answer

  Date: 05/10/2024

  I did not see the previous response from FloForm until now. I have been waiting to hear back from the BBB on this issue. This issue is not resolved. I paid FloForm for everything product included. This is why i have been trying to work through them! They need to pay for the cabinet replace, repairs. I have a bid of $1200 to repair or can submit the original cost of the cabinets to have them pay for them. They damaged the countertops so don't really see this as a product issue. What are next steps here?

  Business Response

  Date: 06/10/2024

  Floform was aware of some minor cabinet damages. We have emailed the customer several months ago to get an estimate for us to review. These emails have gone unanswered and still have not seen the company or the estimate. In order for us to evaluate a claim we need to get the details so we can take the proper steps to solve with that contractor or hire internally to solve the issue.  

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We entered a contract with FLOFORM COUNTERTOPS on October 18, 2023 for countertops to be installed starting 11/5/2023 and completed by 11/23/2023. They installed the countertop on 11/29/2023, plumbing on the 30th. The backsplash is scheduled for December 14th. After the installation we contacted FloForm as the slabs used did not match. The installer and the plumber agreed. However, Floform refused to acknowledge the issue stating it was subtle changes and we approved the counter. We approved a small sized photo sent via email and the picture is not what we got. We continued to ask for a manager to come and see the obvious issue and never received a response. On 12/5 the template person came out, a 19 year employee of FloForm. He said that the slabs were not laid out correctly. That the darker shades should have been together and that two of the seams were not done well. He said don't worry, they will fix this. He sent pictures to the company but they have now stated they will not be fixing the issue. The employee said that when he texted the pictures ******* sent back a hand over the face emoji. We have reached out to ****** as well as this was via them and wait to hear back. Floform has mislead us consistently and have left us with an unfinished and unacceptable countertop.

  Business Response

  Date: 01/16/2024

  I am not sure if any of the responses have made it through as they keep saying the files are to big. This job is ongoing and we have been working hand in hand with the customer. We know and feel as though this was added out of frustration from the customer as ********************** has all the signed documents through ****** that show what we supplied and what they paid for was correct. They were under the impression of a different seam / process but all was clearly gone over by multiple people on our staff. If needed we have everything documented in photo form as well as signed documents to go over each section. We hope to have this removed as it has been handled. Thank you and look forward to answering any questions as needed. 

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We continue to work with Floform to complete this project and have a final installation date of February 7th, 2024.  
  
  Sincerely,
  
  ***********************