Complaints

This profile includes complaints for Counter Design Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Counter Design Co., Inc.

  2381 Cullen Ave. Evansville, IN 47715

• 

  Counter Design Co., Inc.

  2221 N Cullen Ave Evansville, IN 47715-2112

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:01/26/2023

  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.

  Envi Aurora Suede quartz was installed by Counter Design w/many stains. Dwyer, manufacturer/distributor was called. ***** ** was sent & promised to take care of me, etc. I was told after trying his "magic" that it should have been "enhanced". But, I was even told at purchase that quartz isn't sealed. ***** said to trust him, a professional would "enhance" it. Instead, installers were sent. I contacted *****. He & the maker of Tenax would do it. But, managers came & admitted learning curves, never having sold Aurora Suede. There were still issues after Tenax, especially at the seam. Both said I would be taken care of. ***** sent new counters, taking longer than promised. They came enhanced with finger prints & splotches sealed in along with clamp marks. ***** & *** tried his "magic." When asked if he would allow it in his home, he said "I plead the 5th so as not to incriminate myself." Not backing down, I again asked for my money back. ***** offered granite & sent me to Cabinets & Counters. He even said it in text. I chose Belvedere. Not hearing back, I reached out to all. I was told it was in process. ***** via text & *** by phone said they were given the go ahead. Then, he went back on his word, called, wanting to strip the counters with toxic chemicals & re-enhance. I refused & required all communication to be via text and was told to be patient it was in process. I finally called *** & was given options of stripping & re-enhancing or pick a new Envi color & pay for fabrication/install. I refused and would go forward with a lawyer, etc. *** & **** thought the phone was hung up and used expletives while calling me names/admitting ***** was taped saying I was to pick granite, but they weren't going to bring it up unless forced in court, etc. My lawyer had a response from Dwyer, yet not *** to resolve it asap, but needing time. After a second attempt, his attorney offered $2,500 "in exchange for a complete release and non-disparagement/disclosure promise." I refused.

  Business Response

  Date: 02/09/2023

  The quartz material that was installed has absolutely no defects or flaws. The first set of counters that were installed showed faint lines across the miter that were caused by abrasion when the installers were removing the adhesive for the seam.
  
  After inspecting the original install, the supplier agreed to furnish more material to replace the counter. In doing so, we eliminated that seam and moved it to the slide in stove area. After the second set of counters were installed, Consumer had a complaint of finger prints and splotches. Dwyer Stone offered to strip the Tenax and reapply. Consumer refused having toxic chemicals applied to her countertops, although her original counters had it applied as do all quartz that have the suede/matte finish. She was assured they would not be toxic after they dried. I explained to Consumer that quartz in itself is toxic when it is being produced but after it is in it's finished state it is perfectly safe. She continued to deny anyone to come address her complaint and resolve. Consumer on numerous occasions stated Counter Design has not done anything wrong. I have this on recording to back that up. Dwyer Stone supplied material for the second set of counters at no charge. Cabinets and Counters fabricated the second set of counters at no charge.
  
  Counter Design removed the first set of counters and installed the second set at no charge.
  
  
  
  Tenax or enhancer is applied to matte or suede finishes to blend in and help with creating a uniform finish. A dry matte finish will always show finger prints or splotches but as the counters are used on a daily basis this will become unnoticeable.
  
  
  
  Consumer was advised numerous times by all parties to use her countertops and she would realize what we were advising her was true with the characteristics of the matte finish.
  
  
  
  We truly feel we have went above and beyond trying to please the Consumer.
  
  
  The professionals related to this tried to resolve her issues and concerns but we all were treated as though we supplied a defective material when in fact her countertops are defect free.

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not been given what I was PROMISED. I don't trust any of them. And, am sick of their lies and the time/energy I has been spent being mistreated, etc.  I originally did say that I did not have anything against Counter Design.  However, when I overheard their comments about me it became another story. But, that's beyond the point!  The counters are clearly DEFECTIVE and quartz is not to be sealed or stripped.  The first counters came without being "enhanced" as supposedly necessary.  Counter Design admitted they had never done it before and were not knowledgeable. ***** tried to blame everyone and everything.  The second set came enhanced, but clearly was enhanced dirty with finger prints, hand prints, and splotches all over. Along with clamp marks. So, whomever enhanced it may not have enhanced it properly.

  How is anyone to trust companies who don't stand by their word and make false promises, while selling faulty products that couldn't be cleaned with their "magic," and clearly look disgusting. I do not trust any of them except for the actual installers who were very respectful and kind to me. They were also equally as frustrated. Furthermore, both Cabinet Design and Cabinets and Counters felt it was a faulty product. Who am I supposed to trust? I don't trust any of them!

  ***** promised no more money would come out of my pocket.  And, I've already lost a lot of money, time and energy in this. I don't believe anyone would be satisfied with a product that can't be cleaned even before it is used!  That is unacceptable and insulting to anyone's intelligence!  Both ***** and **** & *** from Counter Design promised I would be taken care of and that they stand by their products and word, etc. Clearly that is not the case. 

  I am done with the disrespect and broken promises, etc.  I was promised new counters in granite with no more coming out of my pocket.  It has not happened and I am now 5 months out! My next step is that if unresolved with this response, I will see them all in court along with give honest and truthful reviews on as many platforms as possible. NOBODY deserves what I have been through.

  If it takes all three companies to split the cost, I don't care. I expect my entire amount back. Period.

  
  Sincerely,
  
  
  
  **** *****