Complaints

This profile includes complaints for CounterTops & More's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CounterTops & More

  14361 N Cleveland Ave North Fort Myers, FL 33903-3804

• 

  CounterTops & More

  11240 S Cleveland Ave Fort Myers, FL 33907-2322

• 

  CounterTops & More

  3205 Hanson St Fort Myers, FL 33916-7540

• 

  CounterTops & More

  4202 Tamiami Trl N Naples, FL 34103-3103

• 

  CounterTops & More

  16091 Parallel Drive Estero, FL 33928

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:03/13/2025

  Type:Product 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.

  Granite countertop and white sink were ordered 12/28/24. Didn't get installed until the end of January after numerous phone calls/emails. Stainless steel sink was installed not the white we paid for. Again numerous phone calls/emails they sent a couple of guys to evaluate and they proceeded to field cut the granite instead of taking back to their shop to modify. Dust everywhere, granite is miscut, worthless and i have called and emailed to get corrected. My wife and i stopped in their shop on February 28th to find different granite and nothing available and was instructed to go to the Estero store because it was new and had more to select from. We found a piece and pictures were sent to the manager of the ********************* store on Feb. 28th. i had to call to follow up and was told that piece was ******* so they would not cut it so i asked why did you send us there once again i get the run around. i've asked for a full refund and had to submit an email for the request which i did on Mar. 5th. They responded on the 6th saying they will review. This whole process is a joke and i just want my money back

  Business Response

  Date: 03/15/2025

  Subject: Response to Case #******** Customer Complaint
  Dear ******************** Team,
  We appreciate your efforts in reviewing this case and would like to provide clarification regarding the events.
  The customer visited our Page Field store on December 25, 2024, and contracted the services and product as detailed in Invoice #******, totaling $1,483.80.
  The customer signed and confirmed the following documents: Terms and Conditions, Customer Instructions and Acknowledgment, Invoice, and Material Selection, authorizing and finalizing the transaction.
  The selected material was a 3cm Level 7 Granite from a Remnant, as specified in the invoice.
  The template and installation were carried out according to the agreed schedule.
  On the installation day, the customer refused the installation due to a color discrepancy in the sink. This was promptly corrected.
  When the correct sink was prepared for installation, the customer again refused, citing concerns about the overhang and cutout alignment with the new sink.
  In response, Countertops and More offered to remake the piece to accommodate the customers request, requiring the selection of another 3cm Level 7 Granite from a Remnant.
  The customer visited our store but claimed not to find a suitable remnant and requested that the piece be cut from a full slab, which would result in significant material loss and contradict the original agreement outlined in the invoice.
  Countertops and More remains committed to resolving the issue and has granted the customer the option to select any available remnant, regardless of level, at no additional cost, with the only limitation being that full slabs cannot be used, as per the original contract.
  We have accommodated all reasonable customer requests and remain available to remake the countertop as soon as the customer selects and approves a new remnant.
  As stated in the signed Terms and Conditions (Section 4.2 - Cancellation and Refunds):
  Cancellations before production incur a 30% restocking fee.
  Once fabrication begins, no refunds are issued.
  Special order items (such as sinks) are non-refundable.
  Countertops and More has fully complied with the agreed terms and remains available to complete the project once the customer selects a suitable remnant. We appreciate the BBB Teams cooperation in assisting with this resolution.
  Best regards,
  Countertops and More

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23053939
  
  I am rejecting this response because: As you can see from the attached pictures they tried to field cut the sink hole for the original sink that was ordered and paid for by me. The sink hole is not straight on the left side which you can see from the square in the picture. They mentioned a template, this was not done in the beginning when they came to my house originally. All the gentleman did was measure across the back, the front and pulled a measurement from the left wall to the center of the sink base. This error on their part caused extra work and damage by their install guys. The template was made after they tried to field cut the sink hole. They also fail to mention that no discussion was ever made to me that we had to pick from remnants since they screwed up the original piece we picked. This whole process wasted my time because of no communication and multiple phone calls and emails on my part. I am simply asking for a full refund because their company failed to perform on what i had paid for. They have fully admitted to me their error with the incorrect sink and now i have a useless miscut granite countertop with no sink!
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/17/2025

  Subject: Response to Complaint #********
  Dear Mr. ************** understand your concerns and appreciate the opportunity to clarify the situation.
  The picture you provided, along with the square used to evaluate the sink cutout, was taken inappropriately and incorrectly. A 1/4 corner radius cannot be compared to a zero-radius corner, which your selected sink does not have. The cutout was made according to the specifications of the sink chosen at the time of purchase.
  However, Countertops and More remains fully committed to resolving the issue. We have already offered to remake the countertop, and, as an additional courtesy for your satisfaction, we are also offering a full backsplash at no extra cost, ensuring a perfect match with the newly selected material. This will enhance the overall design, providing a modern and sophisticated look to your space.
  As stated in the signed Terms and Conditions (Section 4.2 - Cancellation and Refunds):
  Once the countertop has been cut and fabricated, a refund is not possible.
  The agreed resolution is for Countertops and More to correct the issue and complete the project.
  We are waiting for you to visit one of our stores to select a new material so we can proceed with the completion of your project. Please let us know a convenient time to move forward.
  Best regards,
  Countertops and More

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23053939
  
  I am rejecting this response because: First of all that is a reach on your part about the square. The attached picture here shows the curve in the cut so it is not done to spec. You say you want to resolve this, ******* sent me an email on Feb. 18th clearly showing full slabs that she wanted me to pick from to resolve the issue so are you saying i can pick from them or am i having to pick from remnants? i need clarification because i am getting mixed messages
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/26/2025

  Type:Order 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.

  On February 22, 2025 we visited *************************** in ******, ** and met with a salesperson to look at stone for countertop fabrication. We explained that we would not need the stone until the middle of April. We picked out two materials and received a price and contract that we felt was higher than we expected. The salesperson immediately reduced the price and stated that they needed a deposit to "hold" the stone. They required that we transfer the deposit by ***** which we did at that time. On Sunday February 23, 2025 we emailed the salesperson to cancel the order and return the deposit. The order was for future construction services and we cancelled within 72 hours of the orignal order and asked that our deposit be returned via *****. The deposit represents aproximately 15% of the total price quoted which we asked to be returned. Countertops and More is stated that even though we cancelled the contract there is a remaining balance due of $3,339.82 to bring the required deposit amount to 30% of the total price and that the remaining amount is due at this time. The salesperson was adament that a deposit be made and that their contract be signed without allowing us the proper time to consider their price. We cancelled the contract withhin the time prescribed under Florida law and ask that the deposit be returned.

  Business Response

  Date: 02/27/2025

  Subject: Response to Complaint ID: ******** **** ******
  Dear BBB Team,
  We acknowledge receipt of Complaint ID ******** filed by Mr. **** ****** regarding his contract with Countertops and More. We appreciate the opportunity to provide clarity on this matter and work towards a resolution.
  Attached to this email are the signed documents, including the Terms and Conditions agreed upon by both parties at the time of the transaction. As per section 4.2 Cancellation and Refunds, our contract clearly states that any cancellation prior to production and fabrication will incur a 30% restocking fee, regardless of whether templating has occurred.
  The customer visited our store on February 22, 2025, selected materials, agreed to a discounted price, and signed the contract after reviewing all terms. A deposit of $3,500.00 was made via Zelle to secure the materials and initiate the scheduling process. On February 23, 2025, Mr. ****** emailed us requesting to cancel the contract. However, since the cancellation falls under the terms specified in our agreement, a cancellation fee applies, and the balance due is $3,339.82 to meet the contractual 30% requirement.
  Countertops and More remains fully prepared and willing to proceed with the project as originally agreed. If Mr. ****** is facing financial difficulties, we are open to financing the project or adjusting the level of material selection to offer a more cost-effective solution that aligns with his budget. Our goal is to deliver a quality product and ensure customer satisfaction while maintaining fairness in honoring the agreements signed by both parties.
  We respectfully request the BBBs assistance in facilitating a fair resolution, and we are happy to provide any additional documentation or clarification needed.
  Best regards,
  ****** ********
  CEO
  Countertops and More

• Initial Complaint

  Date:01/27/2025

  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.

  Hi, - Job not done properly, not like mentionned -Did not mention an extra seam -Dont want to cooperate in any way, we tried to resolute the matter in a peaceful manner -We are fully willing to pay as long as the job is up to standard -We gave them a 75% in advance, but we still owe them 1,125,00$

  Customer Answer

  Date: 02/11/2025

  I hope you're having a great day. My name is **** *********, and I am reaching out regarding a recent email from the BBB stating that Countertops and More has not responded to you concerning  our complaint.

  I wanted to inform you that the company has, in fact, contacted us regarding our complaint.

  Thank you for your time and assistance,

  **** *********. 

  Business Response

  Date: 02/12/2025

  Subject: Response to Case #******** **** *********
  Dear BBB Team,
  Thank you for your support and cooperation in addressing this matter. Countertops and More is committed to customer satisfaction and remains available to schedule an inspection at Mr. ********** residence to assess and address any concerns he may have.
  However, we would like to clarify that, in accordance with the Terms and Conditions and Customer Instructions and Acknowledgment, which were reviewed and signed by the customer on the date of negotiation and invoice signing (Invoice #******), Countertops and More does not guarantee seam-free installations along the countertops. The entire process, from template to installation, was conducted with the customers full awareness and participation.
  Additionally, all stages of the project were documented with photos, which will be attached to the case record for reference.
  We are more than willing to work toward a resolution within the agreed terms and are available to discuss the next steps at the customers convenience. Please let us know how we can proceed.
  Best regards,
  Countertops and More

  Customer Answer

  Date: 02/18/2025

  Dear BBB,
  I hope that you are having a good day. I am reaching out to you because we do not accept the response provided by the business to resolve this complaint.

  *********** Countertops and More has not been cooperating with us and didn't even respond to the BBB complaint. They are not willing to cooperate even one bit. We have made multiple attempts to address this matter amicably, requesting basic information such as a copy of the contract or a fair resolution that would satisfy both parties. Unfortunately, our efforts have been unsuccessful.

  I have attached proof of our correspondence, demonstrating the company's lack of cooperation, along with footage showcasing the poor quality of their work. (I'm not able to attach the video that shows the moving counter) 
  

  Given their continued lack of response, we would like to know what steps we should take next. If they are unwilling to cooperate with you, should we consider pursuing legal action? Also, do you think it would be appropriate for us to request a refund through the credit card company and reclaim our money to encourage their cooperation? We are 100% willing to pay them in full once they take action to correct the damage and the job that's poorly done.
  

  Thank you for your time and assistance.
  Best regards,
  ****** *********
  On behalf of **** *********

  
  

  Business Response

  Date: 02/19/2025

  
  Follow-up on Case #******** ***************************
  
  Dear BBB Team,
  
  We appreciate your ongoing efforts in facilitating this case. We would like to follow up on our previous response regarding Mr. **** *********** complaint.
  
  Following our response, Countertops and More made itself available to inspect and assess the concerns raised by the customer. However, the customer has refused the inspection and a possible correction of the work, should there be any discrepancy from the agreed-upon terms.
  
  It is also important to clarify that the latest message submitted by the complainant does not accurately represent the situation. The customers refusal to make the final payment is the primary issue at hand. We have remained open to resolving the matter within the contract's terms, and our communications have been transparent and well-documented.
  
  We kindly request that our position and willingness to address the matter in good faith be considered in your assessment of this complaint. Please let us know if any further clarification is required.
  
  Best regards,Countertops and More
  

• Initial Complaint

  Date:07/03/2024

  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.

  This dispute has been ongoing since 8 April 2024, to date (1 July 2024).I paid $5294 the date of purchase (8 March 2024). The balance was due upon installation. However, beginning hours after installation, I have tried to contact the company to let them know there are a number of issues with the installation, and I want them resolved before paying the remainder.They say I signed a contract that states I will pay the remainder upon installation while I say I will pay the remainder upon satisfactory installation.My dispute, made clear since April 5 and numerous times after that (see attachment), is the shoddy installation that reflects incorrect measurements, poor product quality, and unsightly installation. On 19 June, he put a lien on my house. When I contested it upon my discovery of the email, he only said no work would continue until I paid in full. I have no idea who authorized the lien, if there is interest, etc., as all he sent was a notice.I found the ad on ****** but can find no other contact -- email or phone -- beyond "*****" in the ***************** who takes all the complaints (which, ironically, has its own separate phone line). He refuses to let me talk with anyone else above his position.Please read the attachment for further explanation of my attempts to get the job rectified before final payment and their insistence I pay in full before (as "*****" said) they "promise" they'll complete the job. I have no assurance of that and especially doubt their "promise" after all I have encountered with them. Starting ********************************************************************************* disappear and it becomes my word against theirs. Fortunately, I had begun saving files and taking screenshots of voicemail messages before then. "*****" now says he will not move forward with the job unless I allow phone calls for bill collection although he has my email to which I faithfully respond.

  Business Response

  Date: 07/03/2024

  Subject: Assistance Requested for ****** the Case *****
  Dear BBB Team,
  We hope this message finds you well. We are requesting your assistance regarding a recent claim involving a customer, *******************. Attached is a summary of events in chronological order.
  All project materials have been delivered and installed per the project scope, with adjustments as requested by the client. The client is now attended for all no paid the balance and signee the customer acceptance.
  We appreciate your prompt attention to this matter and look forward to your assistance in resolving it.
  Thank you for your cooperation. Top of Form

  Customer Answer

  Date: 07/07/2024

   
  Complaint: 21926039
  
  I am rejecting this response because:

  Follow-up to a complaint for the same address filed with BBB 7/1/2024 with a multi-page attachment: ********************************** apparently manned only by "*****" (who no longer signs his name to any emails), is not working to resolve this issue, and he will not allow me to speak with anyone beyond him. Even the salesperson at the location where I made my purchase merely called him when I went to her to see in search of anyone to assist. On 7/5, I received this email as a response to my two emails requesting someone to come look at the issue on site. I said both times I am available to meet with a representative any time of day from July 18 through July 25 as I am anxious to satisfactorily resolve this with them and pay it out. This is the department's response (directly quoted): "Thank you for your email, Countertops and More will only proceed after the payment is made and after you take care of the feedback that was left because you are in breach of our contract. In order to proceed with your your job you first have to reverse the negative feedback then make your payment." My response is the job is NOT complete until they make repairs. I also find it appalling they want me to withdraw this complaint just to get service to correct their poor work. I have made no public complaints beyond this site (though I have been sorely tempted) and would prefer to handle this through the BBB if there is any possibility of a resolution.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/22/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Update to File #********

   

  My original complaint, file #******** was closed because the company claims to have tried to resolve this. After being asked to sign a document on 7/18 moments after an inspection (only after I filed a complaint with the BBB), I told them I wanted to review it before signing. My document had 10 separate points while theirs had 7, so I needed to compare them. On 7/19, I still had no document from them as of 12:15 that afternoon, so I emailed them asking again for a copy under "separate cover." Eight minutes later I received a copy, but my attorney's office had already closed. ****************** also said she left me a voice mail. Voicemail is not accessible, and I have no messages from them. I tried contacting them by email, but their email address listed on the web site does not exist. Today, I attempted to get ANY documents I have signed with them electronically, yet none are available to me at all. (Even ones I saved before submitting are merely gibberish on my computer, and copies of these were never sent to me via email as is common practice with online signatures.) This case has not been resolved: the company has most recently not been cooperative in replying in a timely manner or sending documents I have requested. Instead, they claim my "collaboration" is key to a resolution. I have been trying to work with them since my first contact 5 April 2024 (and again my contact on 5 June 2024 when I heard nothing from them). Since then, they say they will not do anything until I pay in full and still have a senseless lien on my home since 19 June 2024. I have no guarantees from this company, so I am (at the very least) hesitant to make the last payment of the remaining 25% based n their accessibility and their own "collaboration" thus far. I request you please reopen this as little has been done in the way of "good faith." much less resolved.

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/22/2024

  Dear BBB Team,
  Regarding case number ******** for *******************, we confirm that the client scheduled the inspection for 07/18/24. Our technician conducted the inspection, but ************** refused to sign the inspection report. She has also not confirmed the inspection report sent via email, which is necessary to proceed with addressing any possible project issues.
  We kindly request the BBB Team to follow up with the client to confirm the inspection report so we can proceed with the necessary actions and close the case.
  Thank you for your assistance.
  Best regards,
  ************
  Countertops and More

  Business Response

  Date: 07/23/2024

  From the BUSINESS:

  Sent 7/8/2024 5:38:40 PM

  Read by ************************************ on 7/19/2024 2:40:26 PM

  Dear BBB Team,
  Thank you for bringing this matter to our attention. Countertops and More will reach out to the client to confirm the inspection date for the project and schedule the necessary follow-up actions. We appreciate your support and attention in resolving this complaint.
  Best regards,
  ************
  Countertops and More

  Customer Answer

  Date: 07/23/2024

   
  

  From the CONSUMER:

  Sent 7/9/2024 4:13:18 PM

   
  Complaint: 21952406
  
  I am rejecting this response because saying they will set up an appointment and actually meeting/following up are two different plans. They did email me around noon EST, saying they left a voice mail. They did not. However, I did get an email and responded a 4th time with specific dates/times I am available to meet with their representative. Once they actually meet with me at the premises and resolve the issue, I will gladly close it.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/23/2024

  From the BUSINESS:

  Sent 7/10/2024 2:45:22 PM

  Read by ************************************ on 7/19/2024 2:39:43 PM

  Subject: Appreciation for Assistance with Complaint ********
  Dear BBB Team,
  We would like to express our sincere gratitude for your assistance in facilitating communication with our client, *****************************. Thanks to your intervention, we were able to reconnect and schedule an inspection of the work as detailed in the attached email.
  Regarding ********************************* latest response to her complaint (Complaint: ********), we note her concerns and commitment to resolving the issue upon our scheduled inspection. Please see her message below:
  MESSAGE FROM CONSUMER:
  "I am rejecting this response because saying they will set up an appointment and actually meeting/following up are two different plans. They did email me around noon EST, saying they left a voice mail. They did not. However, I did get an email and responded a 4th time with specific dates/times I am available to meet with their representative. Once they actually meet with me at the premises and resolve the issue, I will gladly close it."
  Sincerely,
  *****************************
  We will ensure that our representative meets with ************** at the agreed-upon time and works diligently to resolve her concerns. We appreciate your continued support in this matter.
  Thank you once again for your assistance.
  Best regards,
  ************
  Customer service Manager
  *************
  Countertops and More

  Customer Answer

  Date: 07/23/2024

   
  

  From the CONSUMER:

  Sent 7/20/2024 12:13:41 PM

  Read by *********************** on 7/20/2024 12:13:55 PM

   
  Complaint: 21952406
  
  I am rejecting this response because: the full resolution has not yet been completed. However, an inspector came to look at the issues at 4:45 on July 18 as arranged. I did not want to sign a document on his iPad moments after the inspection concluded and asked for the evening to review it. The document was not sent before lunchtime Friday, and offices were closing before I could get extra counsel before signing. The company did send an email from ****************** 8 minutes after I initiated contact with them again, implying I am rejecting the document and delaying the resolution. I merely asked for extra time to review it, and since over four months have passed since I first hired this company, a few days' delay (only because we have to wait over a weekend) is not much if it means we can come to a reasonable resolution and close this complaint. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/22/2024

  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.

  We were told we would be able to see **************** prior to production, but they never let us. *************************** tried to install on 10/2/23 but the counters were non matching w/ different finish, **************** they were not cut to correct size. Slabs were cracked, chipped & broken. We stopped installation but installers would not take damaged counters back because they are sub contractors. They said we have to discuss issues with C&M. We called C&M immediately, they said we have to email complaints to their customer service department. After a week of back & forth emails, documenting the problems, someone came to re-template & remove the countertops. We repeatedly asked for management but no manager ever called back. **************** said, within their 3 locations they would find material that matched our ************* would refabricate. 2 months later on 12/7/23, they called requesting a time for re-installation. Again, we were not allowed to view the stone with templates. We refused installation until we could see material in person. They said it would be an additional charge but we said it was part of our contract. He said he'd check & call back but never did. When we tried to reach them, calls went to vm. On 3/19/24 we went in person to request a refund, 2 sales people said Corporate never refunds money. We filled out their official form requesting refund, only to receive a denial. They state, they made attempts to schedule time for viewing/approval but they didn't receive a response from us, which is completely untrue. They said per our agreement, once material has been cut the option for a full refund is unfeasible. They are offering us the opportunity to select new material & redo the entire project. *************************** has fraudulent practices. They are incapable of providing us with a quality product as advertised. After 6 months of upset and having a nonfunctional kitchen, we can't trust them and do not want to continue to do business w/ them.

  Business Response

  Date: 03/27/2024

  We have made several attempts to resolve the issues encountered with the project. Despite offering various solutions, including presenting alternative materials and remaking the project from the template, the customer  declined all proposed remedies. Additionally, we reached out to customers via email on March 20, 2024, inviting her to visit our store to choose another material for the project. Unfortunately, we did not receive a response. It's important to note that, as outlined in our contract with the customer  once materials have been cut and fabricated, a full refund is not feasible. However, we remain committed to ensuring customers' satisfaction and are open to discussing alternative resolutions that align with their needs.
  

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21469420

  After 6 months, the only solution proposed has been remaking the project from the template, which is unacceptable for several reasons. 1. The material I chose has been sold out and is likely the reason two different countertop materials were delivered to me in the first place. 
  2. The cut material did not match the template in any way, shape or form. My my appliances wouldnt even fit back in place. 3. Knowing the lack of quality control and possibility of more problems, delays,  inconveniences and up charges has given me zero trust in their company. If their only solution is to start over and cut new material, I dont understand why they cant just refund my money.  They also state, once materials have been cut and fabricated, a full refund is not feasible. However, the material cut is not exactly what I chose and if they truly remain committed to ensuring customer satisfaction, a full refund is certainly warranted.

  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/19/2024

  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.

  We contracted with CTM in October of 2023 to remove existing counters and backsplash and install new marble counters, backsplash and sink. Counters were installed satisfactorily and measurements were taken at that time for the backsplash. Our understanding was that a template was being made so that the outlets would be cut out prior to installation. Different installers came back to install the backsplash at the end of December. The outlets were not cut properly; they did not fit correctly and the backsplash itself was cut so poorly that there were gaps between the backsplash and the top of the cabinets. We submitted a complaint and someone came out to fix the outlets and fill in the gaps. It is not ideal but it is acceptable.However, we have discovered that the backsplash itself was installed improperly/backwards, as the colors do not match from piece to piece; it is a significant difference. I called several times to ask that someone come out and inspect this and try to come to a solution. I have been told that they do not do that (visit job site) and just to tell them which piece I like and they will try to match it. They are doing this from a photo. We do not think they have any additional pieces of this marble to use to match as they told us in the beginning that they had 3 pieces and they have used 3 pieces; I also dont know how they can match it from a photo. The installers do not speak English so it is extremely hard to communicate with them; they also do not have the authority to make decisions. I have sent countless emails and made numerous phone calls to try to get this resolved.

  Business Response

  Date: 06/04/2024

  Subject: Assistance Requested for ****** the Case - 21454588
  Dear BBB Team,
  We hope this message finds you well. We are requesting your assistance regarding a recent claim involving a customer, *************************. Attached is a summary of events in chronological order.
  All project materials have been delivered and installed per the project scope, with adjustments as requested by the client. The client is now attended for all and paid the balance and signee the customer acceptance.
  We appreciate your prompt attention to this matter and look forward to your assistance in resolving it.
  Thank you for your cooperation.

• Initial Complaint

  Date:03/13/2024

  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.

  Jan 27th was date of transaction when we purchased material work began in February The issue is I want the work completed with reassurance that it will be done to our satisfaction due to all the mess *** they have already done but have not received that.I have attached emails from the past few days requesting that and the issues we have had and not received anything back. I have more if you need I have also asked for some kind of reimbursement from them.

  Business Response

  Date: 03/13/2024

  In response to the initial complaint, our company dispatched a repair technician to the customer's location on February 26, 2024, to address the reported issue with the countertop. Despite our efforts, it appears the customer remained dissatisfied and requested additional work to be done.
  To facilitate a resolution, we provided the customer with a claim form to document any further necessary repairs or adjustments. Regrettably, we have not received any completed forms or images from the customer to proceed with the resolution process.
  We scheduled another appointment and dispatched another repair professional to the customer's residence on March 4, 2024, in an attempt to address any remaining concerns.
  As of our latest correspondence, we have not received any communication or completed documentation from the customer to move forward with the resolution process. We remain waiting for customers to complete the procedure to resolve this matter promptly and satisfactorily.
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21418318
  
  I am rejecting this response because:

  I have sent several email asking that they guarantee the seam will be fixed correctly as it looks dirty and is rough to the touch be done to our satisfaction and if not what happens they have not replied to any of those emails - with all the thing that we have issues with them you can understand my concern here is a sample of them

  And, just to reiterate all the issues we have had 
  1. Cutting the walls on both sides of the stove 
  2. Sink hole cut to small to be able to use cutting board - they had the templet 
  3. Original sink broken - ***** told me he had told them we wanted to keep it
  4. Window jacked up with crowbar and out of alignment
  5. Cracked Laminate / veneer outside window cracked from the crowbar
  6. Floor under sink - I needed to replace as it was broken when installer was standing in the sink hole to cut under the window to get the countertop to fit in
  7. Seam not done correctly I have attached pics

  They feel the installer(s) have done nothing wrong and did all of the above so they could get the job done. As you can see per their email below.

   Hello,
  I want to present my apology to you regarding the sink and wall. I got your email and I reviewed it. However, the crew that did the tear out and disposal was not aware that you were going to keep the sink and, it is a bit difficult to remove the sink without damaging the sink. In addition to that they saw you had another sink to replace the old one, that is why it happened that way. 
  I am very sorry that the old sink was damaged but in times of tear outs and disposal things like this are very common. 
  In regards to the cut out into the wall, it was done just to install the counter so that they didn't have to delay your installation because if they did not do so, we would have taken the material back and compare it with the measurements that was taken and if the measurements were correct, we would have ask you to pay someone to cut the wall so that we can fit the counter or it would take much longer to re-cut the excess portion of the material that could have taken you another week or more to go back and complete the work.  Therefore, it was done to facilitate the installation and completed the job and, within our contract terms and conditions, things like that are expected.

  We were installing a back splash there for there was no reason to cut the walls - 

  They want us to sign a Form -025- Claim Registration Form - but there no opportunity to ask for the what happens if not done to our satisfaction I would like to know what happens if that is not done correctly.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/21/2024

  Our customer service team has reached out to the customer to address the issues that they  encountered. In addition, we have provided compensation as a gesture of goodwill.
  We are actively working to resolve the remaining issues and will communicate with customers to arrange a repair date.
  
  

  Customer Answer

  Date: 03/27/2024

   
  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.

  (With the note that the compensation part is: $200.00 for floor under sink replacement to be paid by check, and the ledge outside of kitchen window being replaced- I only add this incase it is not taken care of.)

  Thank you for your help.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/07/2024

  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.

  We contracted with this company for new countertops. The countertops were severely damaged prior to installation, they were poorly repaired with several cracks not repaired properly, and chunks actually missing out of the countertops. They cut the sink wrong, they did not install it with proper brackets which we paid for, the island is the wrong size, the countertops were also installed crooked. We called, emailed, sent photos and begged for someone to come out to look at their horrible work and to offer us solutions to the problems. They refuse to send anyone out, do not reply to our emails or calls, have now sent a demand letter to us demanding more money despite the HORRIBLE job and the fact that I would rather return all countertops for a full refund. They are offering NO solutions to the AWFUL countertops they installed. We loved the slabs we chose, we do not love how many chunks were broken, cracked, poorly corrected, installed wrong, etc.

  Business Response

  Date: 03/14/2024

  Thank you for bringing the customer's concerns to our attention regarding the installation of their countertops. We value the opportunity to address these matters and ensure customer satisfaction. Upon learning of the issues raised by the customer, we promptly offered two options for resolution: to undertake necessary repairs or to provide appropriate compensation. Regrettably, both offers were declined by the customer. We remain committed to resolving this matter to the customer's satisfaction and are open to discussing further options. We are prepared to schedule a repair appointment at their earliest convenience.

  Customer Answer

  Date: 03/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is a complete lie. I was never offered either option. I was told I had to pay more money for anyone to even consider coming to my home. I was not offered compensation for all of the issues. I have asked for someone to come to my home since the date of installation and was refused unless I paid more. At this time I am willing to allow someone to come to review for repairs or accept a credit equal to a quote which I can attempt to get from another company for the repairs. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 03/21/2024

  Our customer service team has made attempts to contact them to schedule an appointment for the reported issues but we weren't able to come to an agreement with them. It's important to note that one of the main reasons we did not schedule a repair appointment earlier was because the customer had requested mediation. However, in light of their current situation, we will reach out to the customer  once again to make arrangements to complete the job to their satisfaction.

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21399269
  
  I am rejecting this response because:

  I would request this be reopened. I did not see the last note from the business. Their response are lies. I have email communications documented with them. They are trying to get me to pay additional money before they will schedule anyone to come out and see the awful work they did. They refuse to schedule. After they continuously tried to get me to pay additional money, I RECENTLY requested mediation, per their terms and guidelines which they refuse to follow themselves. They still have not provided the mediation information per their T&C. They are liars and fraudulent people. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/02/2024

  Subject: Request for Review of Complaint ID: ******** - ******************** Team
  Dear Better Business Bureau Team,
  We hope this message finds you well. We are writing to request your assistance in reviewing a claim involving a transaction at our ********************* store.
  Attached, you will find all relevant documents, including invoices, terms and conditions, signed acceptance forms, and correspondence. These documents provide a detailed account of the transaction and subsequent events.
  We believe the customer is in breach of contract and request your review and assistance in resolving this matter.
  Thank you for your prompt attention and cooperation.
  Sincerely,
  Countertops and More

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21399269
  
  I am rejecting this response because: Please note the last page of the customer acceptance which YOU have uploaded. It notes SOME of the many issues as discussed since October 31st, which have yet to be rectified. The signature, I was told, was for the installer only stating that they did in fact install. However, I also advised them that I do not accept the product as is and they are welcome to remove it same day, and take it back with them. They were also advised this PRIOR to install as the items were wrong from the start. I requested a plan to correct the many issues which has been refused, of which I have email documentation proof. Per the Terms and Conditions, I requested mediation, which I was advised I would be provided with that information, and to date have not. I have not been provided with the mediation options as outlined in the uploaded terms and conditions. Instead, all requests have been acknowledged, not followed through with, and further demand letters sent despite my request for corrective action. A lawyer has been retained, and all documentation/correspondence will be provided. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/17/2024

  Dear BBB Team,
  Thank you for your continued support in resolving this case.
  We acknowledge the response from ******************************* and will contact her tomorrow by phone and email to attempt to schedule an inspection to verify and correct any nonconformities in the project. However, we must inform you that in our previous attempts to reach out via email and phone, **************** has refused to receive us and has not sent any photos for our records and further action regarding the claim.
  **************** has also communicated via phone that she does not wish for us to make new visits to complete the work and instead prefers mediation. Countertops and More is ready to participate in mediation at a date and time that is convenient for all parties involved.
  Thank you for your assistance in facilitating this process.
  Sincerely,
  ************
  Customer Service
  **********************

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21399269
  
  I am rejecting this response because:

  I have requested mediation per terms and conditions since March. I was told I would receive options. To date I have received none. This business lies to suit their agenda. I have documentation proving my request for them to come out, starting on the day of install. They refuse to come out unless I pay even more money. This company is a scam company. I have requested how they intend to correct issues of items cut the wrong size. To my knowledge this is not possible. But they will not respond to questions, they only send me threats and demand letters, also documentation I have. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/28/2024

  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.

  My name is *********************** I paid this company December 26 a deposit for the amount of $13.500 they had 10 days to go and do template for my counter top happened to be they lied every time they said they will be going when they ended going to take measurements it was always an issue about something they blamed the sink wasnt in place, then they blamed the sink had been moved, my contractor and other contractors I have spoke about this issue they have told me how awful this company is and how short they are in workers so they are always looking for excuses to blame the costumer not only to say that they want to charge a 30% for Nothing just take your money like no day tomorrow ! I have fallen behind thanks to this people now my kitchen is not close to being done thanks to them I need my money back and I need them to pay for what they are abusing people in our area this is unacceptable and unbelievable if I have to involve my attorney I will. I need my money back their service is a whole SCAM

  Business Response

  Date: 03/07/2024

  After conducting a thorough review of the situation described, it has come to our attention that there were challenges encountered during the templating process of the countertop in question. Our records indicate that during the scheduled appointment on January 15,2024, it was noted that the sink was not positioned correctly for accurate measurements, particularly given the specific requirements for a farm sink template.
  
  Our representative communicated with the customers  the necessity for the sink to be properly installed to ensure the accuracy of the templating process. Despite efforts to accommodate the situation by rescheduling the appointment, it was observed that the sink remained improperly installed on the rescheduled date, leading to the cancellation of the appointment.
  
  Following the cancellation, our customer service team received a request for project cancellation, which was processed in accordance with the terms outlined in our standard contract. As per the contract terms, cancellations are subject to a 30% fee.
  
  We understand the frustration that delays and cancellations may cause. Our company remains committed to upholding standards of professionalism and transparency in all our interactions with customers.
  

• Initial Complaint

  Date:02/26/2024

  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.

  We visited the ********************* Location at ************************* on 12/30/2023 paid 75% of our order $7668.75. We were told our install would be approximately 21 days from our deposit. They came to template our countertops for our kitchen. The installer took our sink we had purchased with him. We received a call they had lost our sink but would reorder the same one. Mistakes happen so I was okay. I was told they would have to cancel the install. I didn't even know I had an appointment. They showed up at my house to install and once again without making an appointment, I was at work. I had to turn them away. They came back to install on 2/13/24. I had my daughter at the house. When I came home from work the sink was installed crooked, they scuffed and dented three of my cabinets that had been professionally painted, there were 3 chips in the island top, the back countertop is cut 3/4" short from the wall, they knocked all the moulding under the island off or loose, the holes for the faucet, disposal button and soap dispenser are too big, chipped around the edge and not round, I paid $225 for 3 steel brackets that were not installed. I called as soon as I got home and was told I had to email the warranty department with pictures and I would get a call back within 48 hours. I emailed 2/13/24 sent pictures along with a list of everything wrong. I did not get a call back, I had to call and they told me they are busy and could not send someone out. My husband called and said we had to at least have our sink so they sent someone out for just the sink on 2/16/24. When he came he took the sink out and said he couldn't put it in due to the fact the holes are too big. I have been without a sink for 9 days now. They tell me they are busy. I asked them to either cut a new top for the island and the short countertop or I would like my money back and take their product. They said they will not give me my money back because the top is already cut, but is cut wrong and chipped. Someone came 2/21 to fix everything and did nothing but install the sink crooked again. I put a stop payment on the last 25%.

  Business Response

  Date: 03/01/2024

  We understand the concerns raised by the customer regarding the installation and subsequent repairs of their sink and countertops.
  We promptly addressed the initial complaint by scheduling a crew to reinstall the sink upon being informed of the issue. However, due to scheduling constraints and the need for additional repairs, we were unable to complete all the necessary work simultaneously.
  We communicated this limitation to the customer and apologized for any inconvenience caused. Our customer service representative contacted the customer on february 27 and gave them the date of march 5 for the remaining repairs to be completed but the customer refused and we have not heard back from them since that day.
  We remain committed to resolving the matter and ensuring the customer's satisfaction. We are available to address any further concerns or provide additional assistance as needed.
  
  

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21328295
  
  I am rejecting this response because:

  No one called to set an appointment. You called and said I have an appointment. You can not set an appointment without asking me a date. I did not refuse the appointment I work. My husband called and asked ***** what you are planning to do before one of us take a day off. We have already taken a day off and you sent someone to fix All of the issues and the only thing he did was install the sink crooked again. He did not fix the moulding, he did not fix the chips, he did not fix the holes that are drilled too big, he did not fix the counter top that is cut too short, he did not fix the huge scratch, he did not fix the cabinets that were damaged. The only thing we are asking is what the plan is before we schedule a day off of work. ***** could not answer the question, he said let me ask my contractor. ***** has not got back to us with the plan. The ball was back in your court. The simple question is what is going to be done before I take a day off work again. I DID NOT RE*USE THE MARCH 5TH DATE, I WORK. ***** was supposed to get back to me and tell me the plan, HE DID NOT! I am happy to go the legal route if that is your choice. There is no way to fix a counter top that is cut too short and an island that you drilled the holes way too big without cutting a new piece and ***** said no. So again I ask what is the soulution???
  
  
  
  It is unbelievable how you set appointment without asking your customer for an acceptable date. I wish I would have read your BBB review before I chose you for the job. The * speaks for its-self. I completely see why you have an * rating. The way your customer service handles a legitimate complaints is completely unprofessional!
  
  
  Once again all we are asking is what is the plan before we take a day off. I think that is a fair question with everything that is wrong and how many times you have been to my house and NOT fixed anything.
  
  
  I would like a manager or owner to come and look at our job. No one of any importance has even bothered to come to see the poorly installed job.
  I have asked several times to speak to a manager and the response I got was , He runs 4 stores he has no idea about your job. There is why the BBB is an *.
  
  
  
  
  Option one; what is the plan so I can take a day off? 
  
  
  Option two; just remove everything and refund my money. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/13/2024

  Our customer service team has been in touch with the customer and is currently coordinating a repair date to address all outstanding issues.