Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/06/2024
Type: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 hired this company to build countertops for my kitchen and demo out the ones that I had currently. During that process there was sheetrock damage done the countertop that was built does not fit my cupboards I had a sink removed and reinstalled and the plumbing not put back together the way that they found it. And as a result to the countertops that he made they are 3/4 of an inch too high for everything which is causing gaps on the tops of my cupboards from one compartment to the other. When I expressed my concerns I was told that he did not have time to come out here and that that was my problem not his he was not going to redo my countertops. As well as the backsplash that was fabricated for my kitchen I am unable to use because it will not fit behind my exhaust fan and allow me to install my exhaust fan properly. So at this point I have two of the three countertops that were supposedly made that do not fit and I have backsplash that I am unable to use and he wants me to allow him to finish the job so that he can be paid. But I don't feel like I should have to pay for a job that was not done correctly and it is far from finished. I have sheetrock damage that needs repaired as well.
Business Response
Date: 08/08/2024
As ****** mentioned, we were hired to replace her kitchen countertops. We templated the existing countertops and then fabricated the new product as we have done hundreds of times for customers over the last 25 years without issue. The problem is not with the countertops. As you can see from the pictures that she provided, the top part of the framing on her cabinets is completely missing leaving a gap between the new countertops and the cabinets. When she first noticed she informed us that her cabinet man would make some strips and install them (to make them proper). Her opinion that we can simply make adjustments is incorrect. The entire countertop would have to be rebuilt from all new materials. We are still not sure why she decided not to let her cabinet man fix her cabinets like she said she would (on a recorded line).
The project is unfinished as her picture shows. We had no intention of leaving unfinished walls and no back splash but she has not allowed us to finish. After an onsite meeting with her and her attorney (2 weeks ago) we have been waiting patiently to find out what she wants us to do.This complaint is the first contact she has made with us. We asked her attorney and he also indicated that he was unsure what the next step should be and would check with her. We never heard back from either of them.
An invoice was sent for the work completed with full discounts for the backsplash installation and the drywall work that is unfinished. We believe that the invoice is what sparked this complaint.
To reiterate; 1) She has gaps because her cabinets were built incorrectly and not to industry standards. 2) The sheetrock was to be repaired (as we always do for our customers) 3) Her statement that we would not come out is untrue. The president of the company met with her at her home on 7-24-24 at 2pm. She had an attorney present.Customer Answer
Date: 08/13/2024
Complaint: 22100778
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 08/20/2024
As previously stated my complaint is that the countertops made do not fit properly. The extra 3/4 inch frame on the underside of the countertop raises the entire countertop so it does not sit on the cupboard properly and seal off the different spaces. I can put my hand through from one space to another. All my cleaning stuff would be exposed to my pans and my child's snack drawer as well.
Plumbing did not go back together as it was due to the 3/4 inch rise of the countertop as well.
Business Response
Date: 08/23/2024
The plumbing was hooked up and working perfectly when we last were working and also later when we met with her and her attorney on site. I did believe her complaint regarding the gaps was referring to the face of the cabinets because her concern regarding the gaps on the underside because of our reinforcement was addressed during the meeting onsite with her attorney and herself present as well. We indicated to them both that it would be an easy fix. While this has never been an issue with any of our hundreds of other countertop customers it is something we were willing to do as it would have taken less than 30 minutes to resolve professionally. Unfortunately, we have not been allowed to complete the project.
Other than the pic of the counter being higher than her stove, all of the photos she included are of an unfinished product and must not be construed as a finished job. Regarding the counter being higher than her stove, our estimator took pics of the project before we started and it is clearly shown that her counter was higher than her stove originally as well. I have been advised that I should not post publicly any pictures of the interior of her home but if it will aid in resolution of this complaint I will send them to a the BBB via a secure email.
In closing I would like to say, it is not unusual for a customer to see and raise issues during a project. A customer raising issues and then kicking us from the job just a day before completion is not only unusual but seems planned.
Customer Answer
Date: 08/23/2024
Complaint: 22100778
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 09/05/2024
No I do not accept. The fact that Mr ***** feels that adding wood to my cupboards underneath the countertop would solve the problem that I'm complaining about at that point in the future if I ever have to replace my countertops then I'm going to have random pieces of wood sticking up in various places to meet the countertop that he provided that does not seal my cupboards that is my complaint no the plumbing was not leaking at that point in time when he was here but it also did not thread together like what it was before he installed the countertop or his installer installed the countertop by 3/4 of an inch. I have spoke to plumbers and that is not appropriate to how it was done it was not put back together appropriately nor are my countertops made appropriately because it does not seal my cupboards. No I don't feel the need to let somebody come in and do more work when it's being done incorrectly and what I asked for is not being provided. No I do not accept his offer no I do not accept that answerBusiness Response
Date: 10/07/2024
We are sorry that our response wasn't accepted. After she stopped us from completing the project a revised invoice discounting the remaining work was issued to her via email, snail mail and to her attorney. No additional discount should be expected. As we are currently being sued by her with a counter suit for payment that is all I can say.Customer Answer
Date: 10/09/2024
Complaint: 22100778
I am rejecting this response because: the problem / complaints has not been resolved as of yet. The company has not reached out to me. And now the one countertop that was delivered and installed that did not fit is even starting to separate from the formica. The product is faulty and does not fit I am not satisfied nor do I want this product
Sincerely,
***** ******Initial Complaint
Date:11/30/2023
Type: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.
On Friday November 3rd I contacted Right Turn Construction (RTC) over the phone, asking them to look at the water leak in my master bedroom (1st floor of the house). We have a bathroom on the second floor of the house, and needed to know if the water was coming from the bathroom or the roof, when it rains. On Monday November 6th, ***** from RTC came to my house. He suggested we replace half the roof on our house for approximately $8500. He did not look for the leak source or physically go on the roof. Additionally he could not guarantee if we replaced the roof, that the water leak would cease. ***** suggested having an employee of RTC come to our house and get on our roof to see if he could find the leak. We wanted to know what that would cost (to have someone physically look over the roof), and ***** said he would bet back to us with a price. A week later I was told via a phone message that someone from RTC, had come onto my property with notifying me, and without authorization. Additionally, that employee had gotten on my roof, and took pictures of my house. I was very upset and felt violated, and as a result of the poor communication from RTC, decided not to do business with them. On November 29th I received an invoice for $150 for a "roof inspection fee." I never agreed to have someone climb on my roof, and did not authorized him coming on my property. I do not want to pay this invoice, as I never authorized someone coming to my home and getting on my roof while I was not home. *****, who may be the owner of RTC, emailed me the follow comment: "He (*****) didn't get a call back from you and I think that rather than sending him out at that time we should have waited for your approval."Business Response
Date: 12/01/2023
Some important bits of the story and sequence have been omitted by the customer but I have neither the time nor inclination to bicker with him. I have just zeroed out his invoice. He will not be sent his inspection report nor the other 9 images showing the serious issues on his roof. This complaint was unnecessary. If he has responded to the email as he said he would or to any of the messages or phone calls after the initial call then we would have had a different outcome. Communication is important even when you disagree and ghosting fixes nothing.
Bottom line: The invoice is Null and Void and we desire no further contact.
Customer Answer
Date: 12/01/2023
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.
Sincerely,
*********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.