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Business Profile

Countertop Fabrication

Creative Countertops Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Countertop Fabrication.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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Complaint type

  • Initial Complaint

    Date:05/08/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I purchased quartz countertops for my kitchen remodel from Creative Countertops, ***** for a total cost of $6,625.03 on February 10, 2025. I was given an countertop installation date of May 6, 2025. I scheduled an appointment with a plumbing company for the following day so that I could get my water supply and dishwasher hooked back up. The day before the countertop installation appointment, I called Creative Countertops with a minor question, which they answered, and it was during that conversation that I was told that my countertop installation appointment date had been given away and I would need to reschedule. In all those weeks, nobody from the company had bothered to pick up a phone to notify me that my installation would need to be rescheduled. Who does that to a person that has been without running water in their kitchen for months? I was able to reschedule my countertop installation for the following day and the countertops have been installed and the bill has been paid in full. However, I now have to wait until I can get back on the plumbers schedule to get my plumbing connected. When I rescheduled the countertop installation date, I made it clear that I was upset about the horrible customer service I had received and I asked them to "make this right". The General Manager, ****** ******** assured me that the owner ***** would reach out to me "soon". This was on Monday, May 5 and it is now Thursday, May 8 and the owner has not bothered to pick up the phone to speak with me.

    Business Response

    Date: 06/13/2025

    Hello,

    The issue that ****** ***** is addressing was unfortunate and has very valid context. We did have to reschedule her for the day after she was originally scheduled for install due to a clerical error. Our original Scheduler that had worked for us had left due to a family emergency just days prior. The employee that was acting in the interim did not catch that her countertop install had been accidentally removed from the initial time. However, she then was able to rearrange things on the schedule to get the appointment on the following day. The General Manager did speak with ****** expressing our sincere apologies and letting her know that I would be reaching out. Unfortunately, with my workload that did not happen in a timely manner. I was aware of the construction that she had going as I had made some additional visits to her home when she had additional questions with regards to her cabinets in relation to our Countertop issue. So, yes there had been prior communication on both parts, but nothing that would have related to or been able to foresee the clerical error that caused the scheduling issue. 

    I am more than happy to discuss some form of discount in installing a tile backsplash with ****** if that is what she would like. This is a service that we offer but we had not discussed before.

    My sincerest apologies in the matter and I would like to make things right with the customer in a reasonable fashion.

    Customer Answer

    Date: 06/17/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I accept the long overdue apology and will not be conducting any further business with this company.

    Sincerely,

    ****** *****

Creative Countertops Inc is NOT a BBB Accredited Business.

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