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Business Profile

Bathroom Design

Shell Fab & Design

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bathroom Design.

Complaints

Customer Complaints Summary

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

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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.

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  • Initial Complaint

    Date:08/29/2023

    Type:Billing Issues
    Status:
    Unresolved
    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.
    In June 2023, I sent Shell Fab about 12 pictures of what appeared to be scratches on my quartz countertop, which was installed in 2022. They agreed and sent me a quote to repair them. Specifically, the work order states, "Fill scratch in Cambria Quartz countertop color - *******." The work order was $286.65. Prepayment was required to schedule the repair.

    When the technician arrived to do the repair, he determined that there were no scratches. Instead, the counter had "gook' on it, which he removed with a razor blade. He was at my house about 5 minutes.

    The quote for the repair is excessive because there were no scratches to repair. I agree I should pay something for a service call, but $286.65 is excessive. I tried to negotiate, suggesting 50%, to no avail.

    Business Response

    Date: 09/14/2023

    Thank you for the call.

    Here is the situation with ***** *****.

    She sent photos of what she said were scratches she thought generated by her cleaning team. Since there is no manufacturer or installation warranty on damage created by the customer, there is a charge for repair. She accepted the cost, then stated that her cleaning crew would reimburse her ½.

    When we scheduled the repair, we sent 2 experienced technicians from our location in West Seneca to her location in Lockport. Regardless of the issue – whether it was a scratch or simply some type of residue, the issue was assessed by a professional and resolved. The time, travel and expertise must be accounted for.

    Should you have any additional questions – please contact me directly.

    Regards,

    Michelle
    Michelle M. M*****
    President

    Customer Answer

    Date: 09/15/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    ShellFab experts reviewed over a dozen pictures of the counter damage and agreed that it was a series of scratches, as though something was dragged.
    One technician came for less than 5 minutes and concluded they were not scratches, thus the repair that required pre-payment was not needed.  Instead, he used a razor blade to scrape it away.  I do agree that I should pay for a visit, but not to the extent of the unneeded repair.  My relationship with my cleaning service has nothing to do with my issue with Shellfab.


    Regards,



    ***** *****








Shell Fab & Design is NOT a BBB Accredited Business.

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