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Business Profile

Countertops

Paragon Surfacing Ltd.
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Paragon Surfacing Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Paragon Surfacing Ltd. has 2 locations, listed below.

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    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:25/07/2023

      Type:Product Issues
      Status:
      Resolved
      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 July 7 2021 we had our new countertops put on, * ***** ******* ** ***** ** *** *******. We saved a long time to do this. We had some problems with the counters such as marking easy and always looking like there are finger prints everywhere. But I just got used to specialty cleaning them everyday. There was quite a bit of settling all along the back splash where they were installed. I recalked that and then had to do it once more. The sink fell and Paragon came and fixed that. On July 12/23 we were having dinner when we heard what sounded like a gun shot. There it was,,,, a 6 in x4 in crack in the quartz. Now Paragon will install another, but we have to pay for a plumber to come in 2 times at ****** each time. And what about the new tile we had put on. They have told us that if there is any damage to the tile or cabinets that we have to pay. ** ***** **** **** **** ** ****** *** ** *** ******* **** * ******** **** *** *******  We really do not need this added stress. What do you recommend. I waited so long for a nice kitchen. It is not my fault this happened. The guy that came to see it, says it has happened to others ,,, many times. When I was buying it I asked all of those questions. The lady told me, I would never have a problem with it.

      Business Response

      Date: 25/07/2023

      We were already scheduled to replace this counter tomorrow, however the customer contacted me to reschedule. She said she was having trouble finding a plumber to disconnect the sink. In actuality, the reason for this crack is because of their old cabinets on which they had a countertop replacement. When the countertop cracked many months ago, the customer said she was handling this herself and for us NOT to arrange  service call.  She then contacted us more recently and said the crack got worse and wanted us to come out to evaluate. This we did. Plumbing is not covered under any warranty. At this point, I'm not sure what more the customer wants, but we are already replacing this countertop at no charge, even though it was not an installation issue.

      Customer Answer

      Date: 25/07/2023


      Complaint: ********

      I am rejecting this response because:  The crack they are talking about was the crack at the bottom of the tiles.. There was no crack in the countertop untill just recently.  I emailed **** to inform her and send pics of the crack along both sides of the wall underneath the tile.  It looked like settlement after the instalment of the new countertops.  **** said it was most likely from the cabinets settling.   ** * **** *** *** ** ****** **** * ***** ****** *** **** ******* ** ****** ******* ** ******* *** **** ** ** ********* **** *******   So I calked it and then it cracked again.   Under the tile.  I re siliconed it and the problem was solved,   Untill this happened only 3 weeks ago.   This crack is in the joint where it was glued together.   I am thinking it could be a lack of support under that corner.   Our cabinets are only 13 years old.. We have never had any issues of settling.   They are making it sound like this crack was already there.  But it was on the wall under the tile where the silicon or calking goes.   I was worried.   The problem lies in the product not our home.

      Sincerely,

      ***** & ***************************

      Business Response

      Date: 26/07/2023

      This was my mistake, I misunderstood about the crack, we will be completing the replacement of the countertops on August 1.

      Customer Answer

      Date: 22/11/2023

      The consumer contacted BBB and stated the complaint has been resolved.

    Paragon Surfacing Ltd. is BBB Accredited.

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