Complaints

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• Initial Complaint

  Date:17/06/2024

  Type:Customer Service 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 April 15 2024 I went to purchase new laminate countertops. I was served by **** *******. I asked her the process and she asked me if we had an installer, when I replied yes she told me that we give them the measurements of the current counters and they would work from them. I discussed changing the width of the countertops from our current 25 inches to 26 inches. **** told me that they do a 25 1/2 inch width. I asked her how that would work with the measurements and was told they would make any necessary adjustments. ***** ********* took over the order, I again asked if there would be any issues with the measurement because of changing the size and was again assured they would make the necessary adjustments. We paid a deposit of $300 with the balance due upon pick up. May 15th my contractor came to install and the counters had been cut wrong and would not fit. There was a gap between the centre and the other two pieces. We took pictures, and both centre pieces of the old counter and new counter back to Precision. I showed them the pictures and told them I had the pieces in the car if they wanted to see or measure and was told they did not need them. since then there have been numerous phone calls and emails between Precision and myself. They now want to charge me to have their person come out to measure and they want me to pay for any new product that is needed. They are saying that I cannot give them the angle they need to cut but my contactor did give them angles and they still say they can't make it work. I have paid for a product that I cannot use and have lost trust in the company to provide what I purchased. They are refusing to give me a refund and are blaming my measurements. Please help me get a refund from this company.

  Business Response

  Date: 23/07/2024

  Good afternoon *******,

   

  After our conversation on the phone earlier this morning, you will see below all the correspondence between ***** **** and myself.  I have also attached the sizes that the client had provided vs. the sizes that were cut here in our shop.

   

  If you would require any further information please let me know.

   

  Thank you,

   

  ******* ****** ***** ******* ** ***** ******** *** *** ** ***** ********  

  Hi *****,

   

  Our responsibility as a supply only cut shop is cutting the sizes that the clients provide, we do not double check sizes to make sure sizes are correct.  That would be the clients responsibility.   

  The front of your countertops will not be the same size as you currently have because you added ½” to the depth.  This is why the back measurements stay the same but the fronts are smaller. 

   

  We have cut your tops to the sizes that were provided.  No refund will be applied to your account. 

   

  Sincerely,

   

   

  I apologize for the delay in responding to your email.  I have been ill  and have not been able to deal with this.

   

  When I came into your store to order the counters I was told that you could cut my counters going on our measurements.  There was no mention of angles or that there might be difficulties with angles.  I was worried about changing from 25 to 25 1/2 inches and was assured that there would be no issues that you would make any necessary adjustments.  

   

  You had our measurements for the front and the back of the counters.  We have measured the pieces that you provided and although the back measurements are almost accurate the front is not.  Surely before you cut the counters you should be checking both measurements and you should have realized that the front was not going to fit.  At that point before cutting you could  have contacted me to see how I wanted to proceed, that is when you should have offered to send someone out to measure.  I would gladly have paid to ensure that the fit was correct.   Now you want me to pay you money for someone to measure and to purchase new products with still no guarantee that they will fit.  

   

  I no longer have confidence in  or trust in your company to complete the job correctly therefore I am still asking for a full refund as the counters that you have provided are not fit for purpose.  

   

  Please advise  within 3 business days when my refund will be issued.  If you are not willing to refund my money I will be taking this matter to the Better Business Bureau and I will also be making a complaint to the ********* *** ********* ********  **********.

   

  ***** ****

   

   

   

   

   

   

   

  On Tue, Jun 4, 2024 at 9:40 AM ******* *****y wrote:

  Hi *****,

   

  ***** has sent me your e-mail as at this point it will be out of her hands.  I understand that you think the tops have been cut wrong and can understand your frustration at this point.  Renos are very stressful and when this is not in your everyday life understanding these issues can be more challenging. 

   

  I have checked over the measurements that have been supplied by you as well as the sizes that have been cut in the shop (both are attached).  Both sizes are the exact same.  Switching from 25” to 25.5” is not the problem in your case.  ***** went with the wall measurements, which was the proper thing to do with the change you wanted made.  Using the fronts would have made the back measurements much longer.  As your walls are not changing sizes, the back measurements are the way to go in this scenario. 

   

  I have also seen the pictures of your tops installed on your cabinets and can see that your angles are just a bit off.  This is something that can happen but is not very common.  Looking on the measurements that were provided, I see no note that we had to adjust any angles, therefore standard angles were cut for your tops.  Their would have been absolutely no way of us knowing that your angles were not standard if nothing is specified. 

   

  Also in your e-mail you said that we offered to re-cut your tops to make it fit better and you feel like we didn’t hold up to our end.  After ***** reviewed your order with ***** who has been cutting countertops for over 30 years, they figured out that with the off angle of your cabinet, the countertop angles have to be cut bigger, which makes your existing piece too short to re-cut.  This is the reason we have told you it would need to be re-ordered and the new angle has to be specified to be re-cut.  We are not the ones who have been on site to measure your tops which makes it difficult for us to try and figure out how to fix your problem.  I know ***** was in touch with your contractor to try and explain this.  He wasn’t able to give us the angle of your cabinet which is the reason we offered to send ***** to go measure.  No countertop ever fit like a glove, there is always adjusting that needs to be done on site.  With the layout of your countertops and the molded backsplash, it makes it a bit more challenging when angles and walls are off and you only have a bit of play for scribbing to the wall.

   

  Unfortunately at this point, your issues are with measures and installation.  The fabrication of the tops have been done as per the specification given, therefore we are not able to issue any credit. 

  We understand that this is not an ideal situation for you.  I am available by phone if you need to discuss any further, you can reach me at 506-232-8838. 

   

  Thank you for your time,

   

  I am writing in reference to our phone call on Friday. 

   

  When we purchased the countertop in your store we discussed changing the 25 inch width of our existing counter to a 25 1/2 inch width.  We asked if this would be a problem and were assured that you would make the necessary adjustments to the cuts, that it would not be an issue.  

   

  As you know when it came time to install there was a problem and the pieces did not fit and we were not able to install them.  We came to your store the same day and again were assured that you could recut the necessary piece.  We have tried to work with you to resolve this issue.  We have provided the necessary measurements more than once and you cannot resolve the problem. You have spoken on more than one occasion to my installer and you still cannot provide what we need.

   

  When we spoke on Friday your solution to resolving the issue was for me to pay extra money for your person to come out and measure.  You also said that if any more product was needed it would be at my cost.  You also asked me to alter the original order to remove the backsplash.

   

  This is unacceptable.   We have been trying to sort this out for over two weeks. You have not provided a usable product and I would like a full refund of the money I have paid.  I have lost confidence and do not trust your company to complete the job properly. 

   

  I look forward to hearing from you regarding my refunnd.

   

  *****