Complaints

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:04/09/2025

  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 paid $8618. For our kitchen countertops through the counter tip factory, recommended by ******. the work was done in early 2024, and there was a problem with one seam being very visible and uneven. A crew came to repair it fairly quickly. This is a seasonal home and when we returned in January of this year, we saw that there were 2 small cracks emanating from the seam, which would appear to be related to the improper seaming. We have been in contact with both the company and ****** numerous times, and they are maintaining that it is not their issue, and they sent a warranty claim in to *********, which was denied. We are very frustrated with their lack of concern. The general manager finally called us back, and was supposed to come look at the issue this past Monday, April 7th. No show, and no call. We would like to at least have some compensation for this issue, as to replace the counter tops at this point seems impossible, since we have installed back splash that rests on the countertop. Please advise. Thanks

  Business Response

  Date: 04/21/2025

  Customer's *********************** were installed complete on 1/15/24.  Customer called in and wasn't happy with the seams on the countertops.  TCF scheduled and performed the seam repair on 2/23/24 to customers satisfaction.  

  Customer then called in to TCF on 1/20/2025 reporting a crack in the countertops.  TCF scheduled and performed an inspection on 1/22/25.  Crack in countertops not a result of installation.  TCF referred customer to manufacturer (*********) of material to file a claim.  Claim was denied by ********* on 3/25/25 stating crack a result of impact or customer abuse...not installation or material related crack.  Customer was upset with findings by ********* and demanded TCF remake countertops at TCF/********* expense.  TCF offered 15% discount to remake countertops, but customer refused.  

  Customer then filed a complaint with ********************.  TCF position is that we have fulfilled all contractual obligations and honored the agreement.  Customer could not explain when the crack appeared or how it happened.  Supposedly it just appeared when they had returned from out of town.  TCF installs close to 300 countertop projects all over ******* each month.  Countertops do not just crack one year after installation.  ********* found that the crack was a result of impact or customer abuse.  TCF cannot be found responsible and liable to pay for a remake of countertops.

   

   

   

  Customer Answer

  Date: 04/23/2025

  we are denying the claim by *** that we abused or misused the countertops. We noticed the cracks emanating for the seam when we returned to Az,

  and there is no way we could have harmed the counters when we werent there!  We finally received a call from the general manager **** after attempting to reach him for weeks, and he scheduled to come and look at our issue the following week. He didnt show up and didnt call. We are very disappointed by the lack of concern for their customers and feel like the proper response st this point in time is to offer us a partial refund for the issue. Remaking the countertops at this point would be next to inposssible, not only because it would involve an issue with the back splash that is resting on the counters, but also because we are now in ********* until next fall or winter 

  We used tcf because they were a preferred ****** vendor and we trusted that we could be assured of their being a reputable company. At this point, all I know is that since this is not a normal issue, they are choosing to ignore it. My fear is that when we return again next year, there may be more and larger cracks. I hope tcf can take responsibility for this, and make an attempt to stand behind their product and installation

   

  thank you for any assistance you can give in this manner

   

   

• Initial Complaint

  Date:01/08/2025

  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.

  I'm writing to express my frustration and disappointment with the lack of communication and customer service I've experienced after my countertop installation on November 26, 2024 Unresolved Issues: 1. Refund: I was told I'd receive a refund due to the actual square footage being less than the original estimate. I haven't received the refund yet. 2. Sink Cutout: I paid for the countertop by the square foot, and I believe the 5 square feet removed for the sink cutout belongs to me. Despite multiple attempts to contact the project manager (PM), I haven't received the cutout or a response. 3. Joint Repair: The day after installation, I noticed a bump in the joint where the two countertop pieces meet. I've requested a repair, but there's been no response. Communication Breakdown: - I've tried calling and emailing the PM, but he's no longer with the company. - I've left multiple messages with customer service, but my calls haven't been returned. I urge you to take immediate action to address these issues. I expect a prompt refund, delivery of the sink cutout, and repair of the joint.

  Business Response

  Date: 01/15/2025

  Thank you for bringing this to our attention and we sincerely apologize for any frustration on the job. We have delivered the sink cutout piece to the customer and we believe the customer is currently satisfied.

  Customer Answer

  Date: 01/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22785218, and find that this resolution is satisfactory to me.  The business has performed this action and, I will consider this complaint resolved.

  
  Regards,
  
  Charles Falsetto
  
   

  
  

• Initial Complaint

  Date:12/18/2024

  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.

  When we purchased our kitchen through Ikea, we had the option of paying for our quartz countertop slab at purchase in order to hold a piece of slab for us. The template of our countertop was done on Friday, December 6th with the expectation that install would be the week of December 16th. We have had no correspondence from The Countertop Factory, specifically Daniel Jones, other than to say there was a delay. We've had no explanation of what the "delay" was referencing since we did, in fact, pay for the piece of slab to be held. After being "ghosted" by Daniel or anyone at The Countertop Factory, I got on the phone to them today and, after 23 minutes on hold, was told by a representative that our slab was "in". I was then transferred to scheduling and after 57 minutes on hold, got a recording that no other agent was available and I had to leave a message for someone to call me back. So, again, being ghosted all while The Countertop Factory has my $3,986.50. I want my countertop scheduled this Saturday, December 21st and, if that can't be done, I want our money to be refunded immediately.

  Business Response

  Date: 12/30/2024

  Thanks for bringing this to our attention.  I apologize for any inconvenience or breakdowns in communication you experienced during your project.  We show your project was completed on December 23rd.  I will have our office reach out to discuss your project to make sure it is complete.

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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’m honestly surprised this company is still in business. We didn’t choose them, we bought granite countertops from Home Depot and this is who they work with. From the very beginning they had horrible communication. I had to call them I don’t know how many times just to get on their schedule. Once scheduled, they called and delayed our appointment by a week because they didn’t have enough material. When they finally came out, their installers not only damaged our sink because they didn’t cut our granite correctly and tried to squeeze it in anyway BUT they also left us with cracked granite and dinged our brand new cabinets. They even left their tool along with the piece they pulled off of our brand new sink in order to try to make it fit as evidence. We got a manager from their company to come out to view the damage which he admitted was wrong and assured us it would all be fixed. Well, it’s been over a month and I now cannot get them to answer or return any of my calls or emails. I’m now dealing with Home Depot directly who is trying to have them fix the damages and they can’t even get them to respond. They turned a very excited time for our family into a stressful nightmare and I would never recommend anyone give them business!

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered custom quartz countertops from Ikea in Jan 2022. They subcontracted the project to the Countertop Factory Southwest. I paid for the countertops in Feb. The Countertop Factory sent someone to template the countertop (in February, I believe). Since then, they have totally ignored me. I call them almost every day, if not twice a day. They have NOT once called me back. They do not answer their phone 95% of the time. When I finally got someone to answer a couple of weeks ago, they appeared confused and could not find my order. When they did find it (this is 3+ weeks AFTER they measured), they admitted that they had not ordered the actual quartz, which is a standard color by the way. I convinced them to schedule me for install on 3/23/23 (today) -- BUT since then they have not answered their phone. Again, I have called EVERY day. I have no idea if the countertop came in OR if they fabricated it OR if they are coming today to install it. This is the MOST incompetent company I have dealt with in awhile. I paid $2000+ for a countertop it seems I will never see.

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Had countertop installed September 2022 . Installer indicated he was missing an end cap to countertop and they would send another installer to fix. A minimum of six emails of which several were not replied to were sent to company. I specified with a photo of missing piece. Finally was acknowledged by company and they wanted to reinstall incorrect counter top! . Installer stated it was an easy fixt but would get back with me. They never did. Serious lack of comunication and customer care.

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contracted with The Countertop Factory Southwest through Home Depot. There were numerous problems along the way, though most of them have been resolved. My last issues are: 1. The seal where they installed the kitchen countertop to the backsplash cracked and needs to be fixed. Someone in this business told me the team should have put a different seal on it. I am not sure the guys who installed it knew what they were doing as I actually had to have them come back out and seal the sink to the countertop. You could see daylight through the holes! 2. My master bathroom has 2 sinks. The holes for the sinks were not the same distance from the sinks on each side, so they are off by about 1/4". I want this fixed or the countertop replaced if that is what needs to happen to get these even. Home Deport has been working with them and we have sent them pictures of the work that needs to be fixed but they have not responded. I have been waiting a year for this bathroom remodel to be completed because I apparently fell through the cracks, even after they started working on it.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 originally paid for kitchen and bathroom countertops on May 26 2022. We were told due to demand the usual 6-8 week install would be 8-10 weeks. We went thru Costco, we paid well over $11,500 up front. The install eventually took place on August 24 2022, 13 weeks later. After install there were several issues. We were concerned about some blemishes, the installers damaged our brand new draws and the completely forgot about our window sill install. I had to supply photos of the blemishes. They did offer to send someone to look at the problems, the draws were broken, I don't need anyone to tell me, I needed someone to fix them. I was expected to be available for a 3 hour window to inspect my already broken draws, I have to work. We have no date on when the window sill will appear. The 10% Costco Card will not come until 4-6 weeks after the job is complete. There is no completion date in site. The sales person has been the only person at this company who has been decent enough to contact me whenever I have contacted him. Unfortunately, he has no answers and cannot get anyone else in the company to speak to me. I gave up on the Countertop Factory and have had the draws fixed independently, with no end in site, we wanted to use our new kitchen. Please finish the job, please give me the Costco gift card as promised.