We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Countertops

Solid Surfaces NY

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Countertops.

Complaints

This profile includes complaints for Solid Surfaces NY's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Solid Surfaces NY has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Solid Surface never reviewed plans or details to my countertop project. Hence in result made my project horrendous and not what I paid for. The only time I heard from Solid Surface was to schedule or charge an up charge. Upon install they knew this was not the finish and they were missing pieces for my dish washer. The sick cut out was cut to large and did a rounded finish.

      They are taking no accountability and deferring me to a blue print that was wrong and was not my project . After I brought to their attention they sent an updated print and date. With the demand of payment or my project would be bumped.

      Business Response

      Date: 01/31/2024

      This customer purchased their countertops through **** *****.  **** ***** then subcontracts to Solid Surfaces to fabricate and install the countertops.  **** ***** associates review the process and final drawings with the customer; the usual process.  Note: we do not necessarily hold the customer responsible for our measurements, but we do hold them accountable to items that may be preferences depending on the different customer’s tastes, such as overhangs into free space, corner radii, and other items that can’t be determined just by measuring the cabinets.  The customer approved the drawings and we were given the approval to proceed.  When we fabricated and installed the tops per the drawings the customer approved, they were not happy with some of the corner radii.  All “hard” measurements we took were fine and not at issue.  We do about 100 installs for **** ***** a month where the customer’s approved drawing is honored by the customer without incident.  In this case, the customer feels that their approval should not bind them to the drawing.  

      As I mentioned, the purchase order is through **** *****.  **** ***** is intensely focused on customer satisfaction and if there is even a hint of something being done wrong, **** ***** does not hesitate to have us rip it out and reinstall.  That is not the case here as **** ***** feels the approval their store associates received was sufficient, and again this issue rarely happens as most consumers honor their approval. 

      Beyond this, I can say no more.  This matter is being handled by **** *****’s legal department as the issue stems from communication with the **** ***** store.  I will share that the customer was not satisfied with a seam and we were going to go back and improve it, however based on **** ***** being my customer, and this being caught up in their legal department, I have been instructed to wait until this matter is resolved.    

    Solid Surfaces NY is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.