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Business Profile

Countertops

National Installs, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:04/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Countertop Epoxy set unrealistic expectations for arrival of the Ultra Flex Epoxy. The epoxy came in 5 days behind an already week delay. Next issue was the 6 different shipments that came all on different days from different suppliers. We were expecting 2 separate shipments, not 6. It only became a problem when the last shipment came in 10 boxes and we were NOT instructed to expect 11. I called Jo because it didnt look like we got everything and she said"well is there 6 kits?" And I said, "i'm not too sure because the invoice doesn't break down what actually comes in a kit. I see 5 gallon buckets and then multiple of the smaller jugs", Jo: "Do you see 6, 5 gallon buckets?" Me: "Yes". Jo quickly said, " then yes, you have all 6 kits.". Jo never bothered to take the time to ensure that we received all of the part B and the buckets were impossible to calculate because they were not fuull to the top yet didn't indicate how much was in them. We HAD to get started and unfortunately, Countertop Epoxy was closed when we realized that we were 8 gallons short! Jo refused to take any responsibility for rushing to confirm we had everything and bullied her argument that I should have checked the tracking invoice to ensure all the boxes had arrived. The tracking label left by UPS made ZERO MENTION that a box was damaged so why would I go check the email on the tracking when, as far as I was aware, we received the shipment in full. Second, the shipping label AND the invoice made no mention that there were 11 boxes. TO SUM THIS EXPERIENCE UP: Countertop Epoxy has operating flaws throughout their entire commerce process: false advertisement for UV resistant products; false expectations of the amounts of pigment that is needed and Jo tried to sell me an ENORMOUS AMOUNT WITH AN EXTRA $1000 ON MY INITIAL QUOTE; Vague descriptions of what we can expect from shipping and supplies; dismissing my concerns regarding the quantity we received on multiple phone calls and emails.

National Installs, LLC is NOT a BBB Accredited Business.

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