Complaints

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

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Designer Surfaces Unlimited, Inc. has 2 locations, listed below.

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  Designer Surfaces Unlimited, Inc.

  5801 Buckeystown Pike Ste: a Frederick, MD 21704

• 

  Designer Surfaces Unlimited, Inc.

  5103 Pegasus Ct Ste D Frederick, MD 21704-8315

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:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business unfortunately is a not reputable company. Do NOT do business with Designers Surfaces **** After working with them from December 2023 through October 2024 we have no countertops, backsplash, or response from anyone at Designers Surfaces **** Our kitchen was templated in April 2024. They said it would be installed in a few weeks. The excuse became them not being able to find the quartz slabs due to Baltimore port issues to then the slabs they found being let go, to then their machines being broken to everything else under the sun. The owner (*** ******) made many unfulfilled actions after his repeated mistakes and promised to correct. We are a returning client to this business and how they have treated us is horrible. Our first experience was in 2020 and we were very pleased. Unfortunately since then this company has taken a turn for the worse. They have lied, not returned calls, attempted to increase our cost after the contract was signed by over $4,000, and even scheduled multiple installation dates with no phone call to cancel. We have called the business multiple times to inquire on our refund and they say they leave a note for *** every time. We call the owner, *** multiple times a day on his cell phone with no answer. He said the last time we were able to reach him that he was sending our refund but to no surprise nothing has come after months and the business doesnt have an answer to the refund. ***t subject yourself to doing business with this company. You will be sorry.

• Initial Complaint

  Date:09/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, 7/19/24 I signed a contract for the installation of quartz countertops by Designer Surfaces costing $8,378. On Monday, 7/22/24 a cash deposit of $4,700 was submitted and received by ******** ***** of Designer Surfaces. A receipt was provided for the deposit. Contact was made via email with office contact **** ******* to inquire about the installation date on 7/29/24 and 8/14/24. By Monday, 8/26/24 (4 weeks later) Designer Surfaces had not scheduled the countertop insulation and when we inquired, Designer Surfaces staff said they didn't know when they would be able to schedule because the installation scheduling was determined by the business owner, *** ******. Contact was made via phone to the office and business owner, *** ****** on 8/26/24 regarding scheduling. *** ****** called back and noted that the countertop slabs should be in on 8/28/24 and he would call us back regarding installation scheduling. I called *** ****** with no response on 8/29/24, 9/3/24, 9/9/24. On the 9/9/24 call I left a voicemail to *** ****** requesting a refund of the deposit. Between 2 pm and 5 pm that day, *** ****** showed up to our private residence without notice and pleaded with my spouse to allow him to complete the job at a 20% discount with installation by Friday, 9/13/24. After he left my residence, I called and left voicemail confirming the request a refund. *** ****** called back at 6:30 PM and for the third time, I requested a refund check for the deposit amount, in which he agreed to provide a check. After contact made 9/10/24 and 9/11/24, a check was available for the deposit amount and picked up from Designer Surfaces. I attempted to deposit the check dated for 9/12/24 which was not able to be cashed by the bank. After, I contacted *** ****** (no response) and the office to notify them about the bad check. I attempted to deposit the check again today, 9/16/2024 which was again denied by the bank. Designer surfaces was again notified of the rejected/bad check.

• Initial Complaint

  Date:04/22/2024

  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.

  On 2/26/2024 we gave Designer Surfaces Unlimited (***) a deposit of $450 to create and deliver a quartz countertop. The countertop was the only thing we requested from ***. The check was cashed the next day. *** told us that once our room was ready for the countertop we should contact them and they would come out, measure and provide a date for our contractor to pick up the countertop. On 3/18 we tried to reach *** ****** (the *** project contact who took our check) to tell him that we were ready to begin but there was no answer and no return call. On 3/19 we called the office and were told that they had no order for our countertop in their system and no record of our job. We explained the situation and the person attempted to reach *** ****** but was unable to do so. This person then agreed to create the request in their order system on 3/20 and sent someone out to measure the area on 3/25. The date given for our contractor to pick up the countertop was 4/1. On 4/1 we tried but could not reach *** ******* We then called the office and they did not have any update on the status of the countertop. Over the next 12 days we called *** ****** and the Designer Surfaces offices nine times with no response on the status of our countertop. On April 12, with no information from *** and our contractor on hold we cancelled our order and requested a refund of our deposit. The office said that *** ****** would have to authorize the return of our deposit. When *** ****** did not respond to them we called *** ****** directly and left a voice mail asking him to contact the office and have a check cut. It is now April 19 and we have called *** ****** several more times with no response (we left two messages), called the office and were told that *** ****** has not done anything about our refund and stopped by the Designer Surfaces office twice to speak with *** ****** (who was not in). It appears now that he is dodging us and that *** does not intend to return our deposit.

  Business Response

  Date: 04/30/2024

  +To this complaint Designer Surfaces apologizes to the ******** the original piece of material they selected was not available when the project moved forward so Designer Surfaces di return the deposit to the Consumer in full. At no time did anyone try to dodge the customer I hope they found what they were looking for.

          Thank You

                   Don

• Initial Complaint

  Date:10/28/2022

  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.

  Designer Surfaces created a table top for us for approximately $5,500. The table top is made from Corian. We chose a color and they said it was not available. We then proceeded to tell them we wanted any dark brown color. We chose a color that they said was available and from the picture on the website, it looked dark brown. When they delivered it, it appeared to be in the gray family.
  
  We contacted them numerous times about this and asked what could be done. They finally called me back and said they would come out and take a look at it as they had an idea. This was 3 weeks ago and have not heard back from them since, even after numerous attempts.
  
  We either want one of the following:
  1. Refund
  2. Replace the table top with a darker color
  3. Work on the existing top as they suggested
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/01) */
  To the complaint from Mr.Schaeffer: DSU did build a tabletop for the consumer out of the product ordered by the consumer. The complaint that came to us was it was the wrong color I assure you it's the color the customer ordered and other then that the fabrication and delivery was done to the consumers satisfaction it's the color they are not happy with. I have reached out to Melissa the property manager and will have a day next week that I can go view the top and verify again it's the correct product. I am willing to work on the top and try a couple things to get the color to come out the way they want it to. Not sure where they looked at the color or how it was selected. It could of been viewed on a website or in a picture which are not the best way to do so it never appears the same. I don't feel that if the color the fabrication and the delivery are all what they ordered how we are at any fault at all.
  
  
  Consumer Response /* (3000, 7, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once they follow through with attempt to make the table darker as originally agreed. They have yet to follow up with me directly even though they responded to the BBB.
  
  
  Consumer Response /* (3000, 11, 2022/11/14) */
  This company reached out to our property manager when they received this complaint and said that they would be out last week to look at the table. They have yet to follow up on that activity.
  
  I appreciate that they responded to the BBB but are not responsive to their customers.