Complaints

This profile includes complaints for Topline Counters LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Topline Counters LLC

  13701 24th St E Unit F1 Sumner, WA 98390-9681

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  Topline Counters LLC

  3900 150th Avenue Ct E Ste 101A Sumner, WA 98390-2175

• 

  Topline Counters LLC

  PO Box 2186 Sumner, WA 98390

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:07/13/2023

  Type:Service or Repair 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.

  We had our countertop fabricated by Topline and installed in early May the cost was $3342.12 The counter was installed and it had three 90 degree angles fabricated into the seam. They look awful and we had believed that the product had a visual defect. Topline did not tell us that they placed a seam where the defect was and we had the manufacturer come to our home to inspect the product. The manufacturer informed us that the fabricator made a mistake and created the unacceptable visual. We tried to get it repaired by Topline and they refuse to help us.

  Business Response

  Date: 07/20/2023

  To Whom It May Concern,
  
  TopLine Counters, LLC was contacted by ********************* to fabricate kitchen countertops with customer provided material that they picked out and provided to us.  We had no part in selecting the type, size,color, or characteristics of the material. We received the material and fabricated the specified countertops, which included a kitchen island, **shaped countertop, and backsplash.  The **shaped countertop in question was fabricated with a single 45-degree angle seam in the corner to join the two pieces of the **shape per industry standards. There was no defect at this seam or any other part of the material.  The three 90-degree anglesthe customer is referring to in the complaint was not fabricated, nor part of the fabrication process, but is the characteristic (veining) of the material the customer picked out and provided.  At no point did we provide any type of promise or guarantee how the material provided by the customer would look. 
  
  After the countertops were installed ****** believed there to be an issue with the material.  Again, we did not encounter any issue or flaw with the material during fabrication, nor did we see any visual defect with the material that they chose and purchased themselves.  They had the manufacturer, Wilsonart, come to inspect the product, who also found it to be defect free and informed ****** of such.  In addition, ********* informed them that the countertops had been manufactured to industry standards and there was nothing wrong with the fabrication of the countertops (see attached letter from Wilsonart) contrary to ******* claim. 
  
  When ****** directly reached out to us, after ********* had informed them the product was defect free, we also explained that the countertops were fabricated and installed to industry standards and there was nothing to repair. We explained that if they were unhappy and wanted the countertops to look differently they would have to be remade, at their cost, including purchasing new material as the already installed material could not be reused. 
  
  
  If you have any questions, please dont hesitate to reach out.    
  
  Sincerely,
  
  *******************
  BUSINESS UNIT DIRECTOR
  *******************************
  ************

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20316227
  
  I am rejecting this response because:
  The response from Topline is not honest. They seamed the two pieces of counter together to create the unacceptable look. They did not tell us that there was a seam where the 3   90 degree angles were until the Wilsonart rep came and inspected and informed us. I am including the pictures of the slab when they received them and the picture with the countertop showing the seam. Also the audio of the WilsonArt rep inspecting the counter and telling us that it was fabricated incorrectly.

  It will not allow me to add the audio on this can you let me know how I can send it to you?

  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/02/2023

   

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

   

  Here is the audio on the inspection performed by ***** at Wilsonart. It completely contradicts what he wrote in his letter regarding the inspection. 

  Customer Answer

  Date: 08/11/2023

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

  Above is the audio from Wilsonart stating that the material was fabricated incorrectly.

  How can you close a complaint that has been responded to by dishonesty?

  We have had two companies come in to give us a bid to replace this and both have explained to us what Topline did incorrectly. They say they have NEVER seen this before and we have the audio files we can send you. Topline should not be allowed to have this complaint closed without resolving it.