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: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.

   
  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,
  
  ***********************

  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.
  
  

  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.

• Initial Complaint

  Date:11/06/2023

  Type:Product 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.

   
  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.
  
  Sincerely,
  
  *********************** with numbers in it and MY drawing of my cabinets. I immediately responded the measurement were incorrect. ***** called me to tell me to go ahead and sign it anyway which I DID NOT SIGN and he would resend the email, which was exactly the same. On 10/27, I called 3 times and emailed letting her know of my concerns, no response. On 10/28 I sent an email stating that I did not want to move forward and that I was extremelydisappointed and asked for a refund. She said that I would have to pay the nonrefundable fee of $250.00 AND a 30% restocking fee for the countertop (which was just a remnant laying in their yard) but it was no problem, I would contactthe main office and request a refund. That was a week ago and I still don't have my deposit refunded.Iwould like my $1,000 deposit back. Turns out the cabinet supplierdoes NOT even produce the size cabinet that I wanted and that CMT overpriced the cabinetsby around 144% which is utterly disgusting. 9

  Business Response

  Date: 11/08/2023

  Regarding the recent service experience and deposit refund request: after review and discussions between our customer service team and the client, a resolution has been reached. A partial refund of $750 has been issued from the initial $1,000 deposit, with $250 retained as a fee for the template services rendered.
  The refund has been processed, and the matter is now closed. We appreciate the opportunity to resolve this issue and continue to aim for the highest standards of customer satisfaction.

• Initial Complaint

  Date:10/10/2023

  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.

   
  Complaint: 20717238
  
  I am rejecting this response because:
  The company did give a call but have not done anything to solve the problems.  I did email the company with pictures of my counter tops but have not hear back from them. They alway promises what they will fix the issues but dont delivery their promises.

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

  Business Response

  Date: 10/26/2023

  We have taken note of your concerns regarding the countertop installation. At "Countertop and More," we always strive for the highest quality of service and product delivery for our clients.
  It's crucial to note that after our last conversation on 05/5/2023, when you mentioned seeking legal advice, we've been awaiting further direction or communication from you to appropriately address and clarify the situation.
  We are firmly committed to working collaboratively to find an amicable solution. We are keen on discussing the specifics and any misunderstandings that *** have arisen during the course of the project. We believe that through open communication, we can achieve a resolution that meets your expectations.
  Please let us know a convenient time for you to discuss this matter further. We would like to understand your primary areas of concern in detail to ensure we address them effectively.
   We hope to resolve any discrepancies and ensure the project aligns with both our standards and your expectations.
  

  Business Response

  Date: 11/03/2023

  Contact was established with the customer on November 3, and an inspection has been scheduled for the second week of November. This inspection is to be conducted by the production manager. The customer service team remains committed to resolving any issues in a timely and efficient manner.  

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20717238
  
  I am rejecting this response because:
  We did not come to a solution yet on how they going to fix the issues. 
  Sincerely,
  
  ***************

  Business Response

  Date: 11/07/2023

  We acknowledge the ongoing concerns. To reiterate, an inspection by our production manager is set for November 9th. This step is crucial for identifying the issues with the countertops as presented by the customer.
  Post-inspection, we will outline the next steps to ensure a satisfactory resolution. The customer service team remains committed to resolving this matter efficiently.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20717238
  
  I am rejecting this response because:
  The company did contact me and we are working to fix my problems but I still dont have trust in them to following through with their promises.  

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

• Initial Complaint

  Date:09/29/2023

  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.

   
  Complaint: 20671338
  
  I am rejecting this response because:
  
  this company has lied repeatedly, taken funds for contract work and stated they are a licensed company, yet for months our home has sat in disarray because of them doing incompetent work, messing up walls, wrong size countertops, destroying mirrors of one we have covered with a frame and the other is so severe, electric and plumbing work left a mess as home inspection report by licensed inspector shows, they drag people on and on and on yet never do the work. Please see attachments which are only from one day and this is why they were told to not communicate. They are liars and thieves to so many poor people who trusted them. Taking money is one bad thing but causing destruction within their licensed job work to peoples homes is another. Their reviews are often fake which should be against the law as to fool people on purpose with fake reviews so people trust them and give money for services in which they wont get. 
  The only way we will be satisfied is for the company to get in immediacy as this has been months of broken promises and I even completed their claim with photos and according to their contract AND ******* law on the claim forms they have so long to respond in writing on course of action of which they never did. 
  we want the work done we paid for that was in the contract BY LICENSED workers and repairs made to everything they messed up on IMMEDIATELY. I am in hopes BBB and *********************** of ******* will review Al complaints on this company and protect those of us doing business in ******* the way we should be able to without lies, stealing, destruction, and deception to people over and over again from this very same company. Please view the very important documentation to show how they have done me over and over. This is only one day of this but it has gone in for months And as we go by their contract with filing claim as it states and requesting arbitration in writing to them as THEY wrote in their own contract, they do not respond. At this point we are requesting the **************** to assist in investigating this company and what it has done and continues to do to many people from disabled to elderly. 
  Sincerely,
  
  ***********************ed wiring and all six outlets in wall left uncovered by this company now. Foul odor in home two months now. Took our laundry sink left o drain open never brought our sink we bought from them they cut to fit countertop for. Broke two bathroom mirrors one severely. 3.5 backsplash on my vanity, 5 on husband same bathroom. Sent email months ago asking for their state license # as could t find on any of their sites or paperwork given to me as law requires and they emailed back look it up on my own. Fraudulent sales pitch with reviews. Fake profiles created for reviews almost all positive reviews have either 0 friend/0followrs OR people who live other states/countries claiming recently their homes were done by the company and yet they share some to MANY mutual friends. Were these made purposely which state does set guidelines for this with licensed businesses. We would like the work and repairs made (countertop install in ******* construction does NOT allow for damages by contractor)

  Business Response

  Date: 10/12/2023

  We have taken note of your feedback and concerns. While some parts of your message are challenging to understand, we are committed to addressing any issues you've raised.
  From our records, we can confirm that we have reached out to communicate and address the issues you've mentioned. However, during our recent efforts, you requested that we cease all communication with you. Our primary goal is to ensure the satisfaction of our customers, and we are willing to continue assisting you. For us to do so effectively, we kindly ask for your cooperation and open communication.

  Business Response

  Date: 10/27/2023

  In response to the complaint filed by ************************* , we would like to clarify a few points. Upon reviewing the matter internally, we found that our team has acted in accordance with our standard procedures. Nevertheless, we value our clients and their concerns.
  Our customer service team has already engaged with ************************* and both parties have reached an understanding. We have scheduled an appointment for her on Friday, November 3rd to address any outstanding issues and ensure her satisfaction.
  We believe in maintaining transparent communication and are committed to delivering on our promises. We look forward to resolving this matter and continuing our business practices with utmost integrity.

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20671338
  
  I am rejecting this response because:
  - I have asked in writing and by recorded phone conversation, per the business, that arbitration be scheduled as stated in their contract/terms and conditions. 
  Outcome: never will respond and always say their manager is working on this. 
  

  - as photos Ive sent in show, their last response was a lie. As well as this one.  I only can attach so many documents here on the BBB site, but I would like to share them and will gladly send in a drive with all (various forms) communication from both sides. I have only been given a date and time when they set up the electricians to come FIX the horrible, emergency work needed they did on the home by unlicensed workers to do electrical and plumbing after I had a licensed state home inspector send me the report  When I let them know I would need the license number of the electrician coming to fix their work, as photos sent in to BBB show, they backed out immediately  

  I request they show in writing communications between us where a date has been scheduled to fix the problems still left for ANYTIME or any date with us  Their response is again, a bold, flat out lie to protect themselves rather than being an honest business  this goes right along with the MANy fake profiles made to leave fake reviews for this company as well, also all photographed and date and time stamped  

  I request the company send in the communication where a date was sent to us and agreed to with us as I have documentation showing a much different response and story FOR five entire months straight! 
  

  even when calling their business and pushing the number for customer service, all it speaks of is this claim form stuff on the recording  WHY would a professional business doing everything by THEIR standards that are so good have no real photos on their ******** Business Page, so many people leaving reviews who dont live here, have zero friends and zero followers, and those with friends.they share many of the same friends on their friends list, and have the NEED to out on their recording when you call and wait for customer service information about the claim forms and where to send if doing work so well and FOR their customers  

  the fact they sent this in and lied yet again knowing proof shows otherwise and hoping they could get away with this and I would forget to respond within the time limit is as unethical as every other part of their business thus far  

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

• Initial Complaint

  Date:09/06/2023

  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.

   
  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.
  
  Sincerely,
  
  ***************************op of all this, they had lost my sink & I had to get another one. We paid the quartz, $6230.15 in full, and don't owe $1000 for marble we don't have, through no fault of ours. I also informed them that the quartz has saw marks in front of the sink, which was cut 1/4" crooked, but I will deal with that. I'm tired of getting notices that I have a balance on an invoice that should have been voided.

  Business Response

  Date: 09/12/2023

  First and foremost, we'd like to express our genuine regret for the oversight on our part regarding the billing issue. We understand your concerns and sincerely apologize for the inconvenience caused.
  Upon reviewing the details you provided, we confirm that the balance from Invoice #***** should have been voided when it was replaced with Invoice #*****. This was purely an accounting error on our end, and we take full responsibility for this mistake.
  We want to assure you that we have now corrected this oversight. The erroneous balance on Invoice #***** has been cleared, and you do not owe any additional amount. You should not receive any further notices regarding this.
  Furthermore, we recognize the challenges you faced throughout the entire process and deeply regret any stress this situation may have caused you. Our main goal is always to provide our customers with the best possible service, and we deeply regret falling short in this instance.
  Thank you for bringing this matter to our attention. We truly value your business and are committed to making sure such errors are avoided in the future.

• Initial Complaint

  Date:08/29/2023

  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.

  I was contacted about them redoing the template on September 11. The template has not been done and is being scheduled. The template and corrections being made only addresses one of many issues involving the install of the counter top. When I asked about the other issues I am receiving no response to their ability to make repairs. 
  
  Complaint: 20535996
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************more damage now occurring. We are only trying to rebuild after hurricane damage. I have all email correspondence and some videos of actions by repair crews. We are five months into this project and are now at ground zero with a damaged counter.Company will only communicate by email. I have called my sales representative, ****, who has attempted to assist but with no resolution on the horizon. After the most recent interaction on August 28, 2023, I was told *****, the manager would contact me. I have heard nothing further. This complete process has been a vicious circle of poor communication by Countertops and lack of customer service and meeting the contractual basics of the job. I am requesting a refund of all money paid since stone is damaged by company and we will need to start over by picking a new stone. Do not want to continue with this company. There are photos, videos and emails to support my claims. These photos have been provided to company via customer service email.

  Business Response

  Date: 09/12/2023

  We recognize the concerns raised regarding the counter installation process initiated on March 16, 2023. It's our responsibility to ensure that our clients receive the service they expect, and we take any deviations from that standard seriously.
  In direct response to the reported issues, we undertook proactive measures. On September 11, 2023, we retemplated the project to ensure accurate and satisfactory results. We are preparing for a reinstall in the upcoming week to address the mentioned concerns.
  We genuinely acknowledge the communication lapses that have transpired and are dedicated to improving our communication channels to prevent such instances in the future. Our team is fully informed of the situation and is focused on ensuring a thorough resolution.
  While we understand that the recent experiences have not met expectations, we assure you that we are taking the necessary steps to rectify the situation and ensure a favorable outcome.

  Business Response

  Date: 09/20/2023

  We acknowledge the concerns raised and are actively addressing each one. As part of our commitment to rectifying the situation, we are replacing the entire countertop and backsplash. Following our procedures, we've successfully completed a new template and conducted a layout approval on 9/18. The installation is scheduled for this week. As we are endeavoring to address all raised concerns with this comprehensive solution, we would appreciate any specific details on additional issues so we can ensure a thorough resolution.

• Initial Complaint

  Date:07/24/2023

  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 wanted to replace kitchen and utility counter tops. I got 4 estimates. I found a slab I really liked at CounterTops and More. My husband is handicap he was worried that the other estimate would not facilitate the complete job aka hook up ************. ******** , sales person for CounterTops (******) assured us we would have a great job and he adjusted his quote for doing the job to fit with our job cost on 6/2/23, 6 weeks to complete he said. They were still not the cheapest nor highest but I liked the slab. Then the drama began. Deposit of ****** to hold my slabs (2) were needed.. a email with contracts to signed followed. Template guy shows up. Gave him check for ***** was requested. Email from *****, in charge of template layout. Concern about layout so I went to fabrication site (*********************. ******* the scheduler sets up install. Kitchen slab installed. Utility room top not cut right couldn't install. After they left saw 2 poorly quartz repairs on biggest section, plus deep ***** on sides. I call, I'm told send pictures and report via pdf they send but unable to accomplish. Go to local store, new ***************** assist me and we send pictures and report of damage. Utility room piece not measured correctly need to send back guy. He came, NOW waiting for Utility room piece plus repair of kitchen promised no one shows. They got a 2nd check with day of template (*****). ******** original sales person ghost me, emails to ***** ignored, no call from ******* or ******** as promised. Calls and emails totally ignored. We are old!!! Can't understand why they are treating us like this!! ***** (local store) said his hands are tied. They speak Portagese most in country few months to few years. I want it to look nice. The quality control should never let this counter top leave the shop. That's *****. So please help us. I've been nice to them always, I just don't understand Why customer service so poor. I paid and did everything they asked.

  Business Response

  Date: 08/08/2023

  We acknowledge the customer's dissatisfaction and have been proactive in addressing all concerns. Even before the BBB complaint was logged, we were in the process of recutting the piece for the utility room to ensure an excellent finish. On July 25th, we revisited the customer's home and successfully reinstalled the utility room piece, obtaining a signature on our customer acceptance form indicating the job's excellence. As our customer instructions and acknowledgment form states:
  
  "Allow the installers to complete the job. Sometimes the job process can look scary. We understand that. Home renovation is like baking a cake. Midway through the baking process, the cake may look unappetizing and undercooked, but once it is fully baked and decorated, it turns out to be a beautiful and delicious creation."
  
  Following this, our team member, *****, spent the entire day at the customer's residence on August 7th, ensuring that the countertops were completed to their satisfaction. During a phone conversation with our customer service team today, the customer explicitly confirmed that they are satisfied with the countertops and the quality of work, and their only remaining concern is with the drywall underneath the counter.
  
  The drywall issue is outside our scope of work, as clearly stated in the contract:
  
  "Removal of Existing Countertops and Installation of New Countertops. Installation of countertops does not include removal of existing countertops unless agreements have been made for us to do so. We recommend you arrange for a professional remodeler to perform the removal. Both installation and removal of countertops may cause damage. We are not responsible for any damage to walls, cabinets, windows, or flooring caused by the removal or of existing countertops and installation of new countertops, and all repairs will be the responsibility of the homeowner."
  
  While we are not responsible for this specific concern, we empathize with the customer's situation. To demonstrate our goodwill, we are willing to offer ********************* a waiver of $171.50 on her open balance of $2,171.50, reducing it to an even $2,000.00. We believe this gesture will enable her to hire a handyman to address the drywall concern.
  
  We will contact ********************* tomorrow to discuss this offer and, if accepted, follow our standard procedure of having her review and sign a compensation agreement stating the resolution.
  
  Our goal has been, and continues to be, delivering quality service and ensuring customer satisfaction. We trust that our proposed resolution acknowledges the customer's concerns while honoring our contractual obligations.

• Initial Complaint

  Date:07/12/2023

  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.

  Start date April 2023 - Current July 2023 Incomplete work thats taken over three months. I contacted countertops and more to come and install my countertop/backsplash. The first time they came, they ripped out my wall and did not fix it. They put down half of the countertop and did not come back and finish the rest. I contacted them multiple times to come and fixed what they had messed up and they came back each time without a resolution The final time they came with a countertop that did not match the one that they had installed and said that they no longer have it and cant help me. I paid them in full and did not receive any of the work that they promised. They have called me stress and time and money and my kitchen is still half done. without backsplash, torn walls, and sloppy insulation. I sent out the proper emails and all the proper channels and called and called and no one has gotten back to me. I need a resolution or my money back but no one has been able to help me.

  Business Response

  Date: 07/24/2023

  At the outset, we wish to affirm that our objective has always been to provide quality workmanship and superior customer service. The scope and the timeline of the project were thoroughly communicated prior to initiation.

  
  Regarding the countertop, we would like to clarify that the countertop installed in your kitchen is the exact one you selected, as per the purchase order on record. This documentation provides a precise match between your selection and the installed product.
  

  As per the contract concerning the installation and removal of countertops: "Installation of countertops does not include removal of existing countertops unless agreements have been made for us to do so. We recommend you arrange for a professional remodeler to perform the removal. Both installation and removal of countertops may cause damage. We are not responsible for any damage to walls, cabinets, windows, or flooring caused by the removal or installation of existing countertops, and all repairs will be the responsibility of the homeowner."

  However, we understand that during the process, your walls were damaged. Despite our contract explicitly stating that any such damage would be the homeowner's responsibility, we want to help. As a courtesy, we will arrange a service to address the wall damage caused during the countertop installation.

  For the backsplash issue, the contract stipulates: "Newly installed backsplash height may be higher or lower than your existing backsplash height, potentially exposing wall damage or adhesives from the existing backsplash. It is your responsibility for any painting, wall patching, or repairs needed after the backsplash is installed. In some cases, we may agree to undertake the task of replacing the existing backsplash as a courtesy service, not out of contractual obligation. This service is performed at our discretion and may involve taking the backsplash to our shop for necessary adjustments. Nonetheless, any resulting gap, wall damage, or need for repairs due to the difference in backsplash heights will still fall under your responsibility."

  
  In line with this, we have decided, as a courtesy, to replace the backsplash given we have left over material available. This does not constitute incomplete work but is rather a step towards ensuring the final product meets our quality standards. We are currently addressing this and will be contacting you shortly to arrange a suitable time for the replacement installation.

• Initial Complaint

  Date:07/10/2023

  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.

   
  Complaint: 20292586
  
  I am rejecting this response because:

  7/8/23 Received email from Gabrielly M,  of Countertops and More entitled Notice of Lien Placement.   The letter states in paragraph 1 This correspondence serves as a formal notification a lien has been placed on your property".  
  
  Paragraph 3 of that letter begins A lien has been placed on your property.  Countertops and More noted in their BBB response that we were confused about the lien and that the lien had not been executed   A lien has been placed on your property means that a lien was placed on our property.  The verbiage would read that a lien will be placed on your property if the lien had not yet been executed.  The email very clearly reads A lien has been placed on your property.   We expect honesty and clearly that is not the case in this example of business practice at Countertops and More.
  
  Countertops and More prepared a form compensation agreement  that we have been asked to sign.  The agreement is not satisfactory.   Countertops and More suggests that satisfactory resolution means that we will not disparage Countertops and More either orally or in writing through a third party, individual, or entity and that we agree to immediately remove already published "disparaging"  statements.   We do not agree.
  
  This is an excerpt from the compensation agreement they want us to sign:
  'I agree not to disparage C&M nor publish, either orally or in writing,derogatory material about each other through any third party, individual, or entity. If I have already published any disparaging statements in writing, I agree to immediately cause the removal of such statements. I nor anyone acting on my behalf will, in any manner, inform, disclose or discuss with any person,any aspect of the subject matter of this Agreement. In the event C&M is required to take action to enforce the terms of this Agreement, it shall be *********** seek injunctive relief and compensatory damages as allowed by law and to recover its attorney fees through trial, hearings as to the reasonableness of attorney fees, collection, and any and all appeals". 
  
  We will install the stainless steel doors.  We will  release C&M of door installation obligation when Countertops and More agrees that our outstanding balance is $300 and we have no obligations  remaining with them nor they with us.  
  
  Sincerely,
  
  *************************

  g balance. 7/8/23 received email Notice of Lien Placement due to unpaid balance of $1,085.75. If we install the doors ourselves, we suggest our outstanding balance would be $810.75 and we would be happy because we would have a better finished job than if they did the work. Our outstanding balance if THEY do the installation would be $1,085.75. We are out of town until November 1, *************************************** November 2023 if they do it. If we install the doors, we will install them in November but we would pay them NOW $810.75 which would be the outstanding balance if we complete the job and install the 2 sets of stainless steel doors. We are willing to deduct $275 from $1085.75 as payment for our labor to install 2 sets of doors. These two senior citizens are anxious to be done with Countertops and More and regret that we contracted with them at all. No customer pays for a job that is not finished. Our job is NOT finished so no payment or LIEN is warranted.

  Business Response

  Date: 07/10/2023

  During the phone conversation held earlier today, a potential resolution for this balance was discussed. It was noted that there was confusion, particularly around the issue of a lien on the property, which led to hesitation to sign the proposed compensation agreement.
  
  For clarity, while an email was sent about a lien, it was part of a drafting process and has not been executed. The process has been halted for now, with the intention of resolving the outstanding balance. It's worth noting that it is our standard practice to send out lien notices on the same day as drafting, which is why the email was received. As it was sent on Saturday it would have been filed today but it has not based on the open resolution proceedings.
  
  In response to the proposal to self-install the doors, we agree to the reduced balance and will adjust the outstanding balance to an even $800. To formalize this adjustment, a compensation agreement has been prepared. This is a standard procedure followed whenever any form of adjustment to an account is made.
  
  With this clarification, it is hoped that this provides the reassurance necessary to proceed with the agreement. The compensation agreement has been sent for review and signature.
  
  We believe that this resolution, which includes the receipt of the signed agreement and the adjusted payment, will bring this matter to a satisfactory conclusion.

  Business Response

  Date: 07/27/2023

  We regret that our efforts to find an agreeable resolution have not been successful so far. In our previous conversations, we accepted your initial proposal of a $275 reduction to the outstanding balance as a goodwill gesture and an acknowledgment of the inconvenience you experienced. We took this step further by proposing a reduction to $800 to help move the situation towards a resolution.
  
  However, your latest proposal of reducing the outstanding balance by nearly $800 from the original amount is something we find challenging to accept. The outstanding balance is tied to the costs of materials and services we have provided, which are integral to our ability to operate as a business.
  
  Unfortunately, at this time, we see no other option but to proceed with the collections process, given the significant discrepancy between your proposed resolution and the actual outstanding amount. We sincerely wish there was another way to resolve this matter.

  Customer Answer

  Date: 07/29/2023

   
  Complaint: 20292586
  
  I am rejecting this response because:

  The best resolution of the dispute between C&M and ******* and ******************* is for Countertops and More to honor their contract and finish installation to our satisfaction,
  
  Countertops and More installed granite on our lanai January 18, 2023.  Since that date (January 18,2023),  Countertops and More has not contacted us to discuss the remaining work and schedule a time to return to our house and finish the job.
  
  We dont understand why we have not been contacted by Countertops and More to schedule a time for them to finish the job.  We have been waiting since January 18 to be contacted by C&M to schedule a time for them to finish the job.   Instead, C&M demanded full /final payment for work left unfinished.
  
  In response to C&Ms Open Balance Demand Letter June 15, 2023 email requesting final payment, we explained the job was not finished and offered to finish the job ourselves.  Countertops and More ignored our offer and proceeded with emails stating  they placed a lien on our house and our home would be foreclosed to pay the debt.   In response to Countertops and more threats of lien and foreclosure, we registered our complaint with the BBB.   
  1.  Countertops and More has not  installed the following items:
       a.  2 sets of stainless steel double doors
       b.  Pressure treated lumber to attach the doors (not provided, cut or attached to the front, vertical slab of granite).
       c.  Adhesive to attach lumber to the granite has not been provided
       d.  Stainless screws for attaching the doors have not been provided
       e.  Clamps are needed to adhere the wood to the granite
  2.  The Granite top slab was not templated or cut correctly and installers did a very poor job of caulking the large gaps between the granite and the back wall.  Backsplash is needed to cover up this poor workmanship and the large gap.  Another approach to remedy this problem is to remove the sink, trim the top slab to fit the wall, and reinstall the top slab and sink.
  3.  The new balance we owe Countertops and More is $1,178.32 (based on their revised square footage)  The original amount owed is $1,085.75. 

  Sincerely,

  ******* and *******************

  Business Response

  Date: 08/09/2023

  We want to approach this matter with utmost transparency and convey that the situation has become particularly challenging due to several factors.

  Firstly, our standard claims procedure, which was mutually agreed upon at the time of the contract, was not followed in this case. This specific process is in place to allow both parties to address and resolve any concerns promptly and efficiently. Unfortunately, your failure to follow the agreed-upon claims procedure has led to our lack of awareness regarding your dissatisfaction with the installation, resulting in a prolonged open balance and miscommunication.

  These complications were further discussed during our phone call earlier today. During our conversation, we attempted to gain a clear understanding of your concerns, but without specific details or photos to illustrate the problems, it has been difficult for us to ascertain the exact nature of the issues.

  Given the circumstances, we are proposing the following two options:

  1. Immediate Inspection: We strongly believe that an inspection conducted by our team would shed light on the issues at hand. While we understand that you are not available until November, we urge you to consider allowing us access to the property within the next couple of weeks, through a friend or neighbor if necessary. This immediate action would enable us to understand your concerns and plan an appropriate course of action.

   2. Reduced Outstanding Balance: If an immediate inspection is not feasible, we offer to reduce the outstanding balance to $600, and we can conclude our business relationship. This option acknowledges the complexity of the situation and provides a way for both parties to move forward.

   We want to reiterate that we are not solely responsible for the direction this situation has taken. However, we are committed to finding a solution that honors both our obligations and your expectations.

   Your prompt attention to this matter would be greatly appreciated, as we believe that timely action will lead to a more satisfactory resolution for both parties.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20292586
  
  I am rejecting this response because:

  We welcome a visit from Countertops and More to the job site on our lanai to check on the work done by Countertops and More.  We don't need to be present for your inspection since the job is outside and no doors or screens hinder your access.  Notify us when you will check on the job and call us from the job site so we can talk with you during your inspection.
  
  The job has 2 problems:
  
    -   Poor fit and terrible caulk job between the outdoor countertop and the back wall of the lanai. 
  
  -   Countertops and More has not installed the 2 sets of double doors on the front slab of granite.The two holes for the doors were cut.  We have the doors in the house for safe keeping, but don't have the needed stainless screws for installation of the doors and other materials needed for door installation.
  
  Tell us how you will fix the poor fit of the counter top to the back wall.  The gap between the front slab and the cement floor is not a problem since we will add pavers on top of the cement floor.  After we agree on the appropriate course of action, we can schedule a date for your visit to complete the job.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/28/2023

  Acknowledging the issues you've outlined, our offices will be in contact with you shortly to confirm the details for the upcoming visit. We've scheduled an onsite inspection with our production manager for 09/06/23, but we will ensure this date aligns with your expectations before proceeding.
  
  After the inspection, we will share our findings and collaboratively decide on the appropriate next steps. Our goal is to address and resolve your concerns, ensuring the end result is something you are genuinely pleased with.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20292586
  
  I am rejecting this response because:
  

  We are very much in favor of your visit to our job site on Wednesday, September 6, 2023.  We will not be in attendance since we are out of state,  but want to be included via  ZOOM or SKYPE or phone.     We grant ********** for Countertops and More to inspect the unfinished granite installation job on our lanai.   We look forward to hearing your plans to finish the job.  We reject the scheduled inspection as a final resolution since a scheduled inspection is not final completion of the contracted work.   What time on Wednesday, September 6 should we expect you to contact us?   

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

  Customer Answer

  Date: 09/15/2023

   

  Our issue with Countertops and More has NOT been resolved.
  
  Countertops and More checked on our job and then sent someone to our house to install backsplash on September 14, 2023.  The backsplash installer called us and then texted 2 videos to us showing the backsplash would have gaps at the back wall.  We asked the worker to stop installation of the backsplash until the wall can be built out to remedy the gap between wall and countertop.  He told us he would phone his supervisor and then the company would call us.  We have not received a call back yet.
  
  The company is not able to finish the work since we are out of state and won't be available to provide the stainless doors that still need to be installed.   We also aren't there to make plans to resolve the issue with the back wall gaps.  We would like to put our dispute on hold for 6 weeks.

  ******* and *******************

  Customer Answer

  Date: 10/11/2023

  On Sept 6, Countertops and More visited our job site and saw the large gap between the countertop and the back wall and also saw that 2 sets of stainless steel double doors had not been installed in the granite vertical face.   We did not hear from them again, but they sent  a person to install backsplash on September 14.  We had a very hard time communicating with that worker since his English was VERY limited.  He thought he must go inside our home, but the job is located outdoors, on our lanai.   He took a photo and emailed it to us because he said the backsplash would not cover the gap between the countertop and the wall.  We asked him to NOT install the backsplash until we arrive at our house (in November) and could see what needs to be done to correct the sloppy work done by Countertops and More.    Neighbors told us there is no backsplash waiting to be installed so we guess the backsplash was taken away from the job site when the installer left the job.   The 2 sets of doors still need to be installed on the face of the granite structure.   

  
  

  We received the following email from Countertops and More  on September   28 , 2023

  Gabrielly M	Thu, Sep 28, 2:07 PM (6 days ago)
  tome

   

  Good Evening *****, I'm contacting you in regards to the open balance on your account. I understand that the base doors for the outdoor kitchen are not installed yet but countertopsare complete and we need to collect at least 80% of the balance until you are back for us to complete thework. I advise that you take care of this matter as soon as possible. Kind Regards, Gabrielly M|CounterTops& More Customer service supervisor ******************************************** **************** ** 33903 ****** - Central *************** - ********************* - ********** We have the largest natural stone selection in the area On the same day (Sept. 28) we emailed a reply to "Gabrielly M" at Countertops and More. **** and *************************<******************> toGabrielly Please scheduleinstallation of 2 sets of double stainless steel doors for November 7, 2023. The doors are in our possession. We do not have the pressure treated lumber, adhesives, screws, etc. required for installation of the doors.   We asked your non-English speaking backsplash installer on Sept 14th to NOT attach the backsplash. We aren't sure he understood us, since it took us 5 minutes to get him to understand the countertop was outside and behind our house. He provided a video showing gaps between our wall and the backsplash.We are still waiting for the promised call back from the installer's supervisor. A neighbor reported to us that the backsplash shown in the video was not left at ourjob site. We will assess the problem with our wall and determine if wall work is needed before Countertops and More attaches the backsplash.   We will pay our remaining balance when installation is completed to our satisfaction. ******* and *******************     This morning, October 4, we had a phone call from "*****" at Countertops and More telling us we needed to pay 85% of the remaining balance in order for them to work at our property. When Countertops and More had workers at our house in January, the job was to be completedthat dayand we would pay the entire amount owed. We are NOT comfortable paying any amount now since Countertops and More was going to FINISH the work in January and we would then pay IN FULL. We are still waiting for ALL of the work contracted for to be FINISHED before we pay them one thin dime more than the 75% of the contracted total price that we have already paid to Countertops and More on November 4, 2022.We asked Countertops and More via email to *********** to schedule our job for November 6. This morning, via phone call from "*****" at Countertops and More, we asked to be scheduled for November 7. We do not have confirmation of either date.   Has the Better Business Bureau been in contact with Countertops and More?   We appreciate the help you have given us to date. Thank you very much. We have no idea what would have happened without your involvement.   **** and *************************