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Business Profile

Countertops

True Blue Contracting

This business is NOT BBB Accredited.

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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:05/13/2024

    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.
    While washing the dishes, our kitchen sink suddenly began to drop. It did not completely fall through as the sides of the sink were barely holding it up and the pipes below were also supporting it. I first contacted our new home builder, ***************/Express Homes. They informed me to contact the granite company that installed the sink, True Blue Granite. When I reached out to them, I was told that sometimes other contractors, like the plumbers, will remove their work to make room for themselves. My sink was supposed to have a support strap or sink clips to prevent it from dropping, but it did not have either. They shared that they take pictures of their work after it's complete and I requested these pictures. But then I was told that they don't have files from seven years back and that since it is outside of the one-year warranty, they are not responsible to cover it. They told me that I will need to pay for the repair out of pocket. I asked them if it is an installation safety hazard, what if my neighbors have the same issue? So, I went door-to-door and asked my neighbors. No one had the support strap/clip installed except for one neighbor who upgraded his sink with another contractor. True Blue shared that they are still not responsible and that they also will need to pay out of pocket for the repair (five neighbors so far!). Without this safety strap or clips, your sink can fall and drop. This can damage plumbing, cause severe damages if you are cleaning under your sink, or God forbid, if you are bathing your baby or small pet in the sink. They only offered to send a contractor out to fix for a $125.00 fee.

    Business Response

    Date: 06/28/2024

    Hello,


    We received the customer's complaint on May 10, 2024. In response, we arranged for a service to secure the sink at no cost to the customer on May 13, 2024. We are more than happy to reach out to the customer if she still has any concerns about her kitchen sink. Our goal is to ensure satisfaction with our builders and customers, and we apologize for any inconvenience she has experienced.

    Thank you,

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

    Director of Customer Service.

True Blue Contracting is NOT a BBB Accredited Business.

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