Counter Connections, Inc.

The granite bar countertop that was installed failed to be supported and could cause a safety issue due to the weight.I purchased a granite countertop from Counter Connections. The owner came to measure for the counter around 6/12/15. On that date, he never mentioned that the weight of the bar top would need additional support. The counter was installed on 6/26 and on his way out, the installer made a quick mention that I should leave the t-bar support undernearth the bar top for two days to let the glue set and it may need additional support based on the weight. After I removed the t-bar two days later, the counter immediately sagged causing me great concern that it would tip forward and damage my property or person. I called the business to explain the problem and was met with immediate resistance by the owner claiming I was told multiple times that it would need additional support prior to and after the installation. He then refused to offer any support for free or an addtional fee in order to ensure the bar top would not fall claiming it was "not his problem anymore." I paid a total of $2433.40 for the countertop including fabrication, tear out, and installation. I paid with a check and they had already deposited the funds upon time of the complaint. The owner was extremely rude and confrontational while making innacurate statements. Initially, I was told that the owner took pride in doing a job correctly and was extremely disappointed with the end result of the job. If I had been told that the job required additional supports prior to installation, I would have made differenct decisions with material or made arrangements to have it done correctly. Their installation and customer service skills are below acceptable level. The installation of this product is a safety hazard to myself, my household, and my property. I have spoken with multiple businesses, contractors, and clients of other businesses and have been told the supports should have been installed or the job not started until the owner was aware and made arrangements for the supports.Desired SettlementI am planning on hiring another contractor to complete the job and install supports. I would like to be compensated by Counter Connections for any additional charges incurred due to the incomplete job.Business Response Much to our surprise since this is the first time in 13 years of business and success of an A+ rating from the Revdex.com, we received a complaint.Ms. [redacted]'s complaint is that her bar countertop was installed and failed to be supported. she was informed as all out customers are during the measure on 6/23/15 be 9-11 a.m. as well as the day of installation on 7/7/15 that she would need to have corbels installed for her bar once the T-Bar dried in a couple days.We received a call from Ms. [redacted] 6 days later o 7/13/15. She spoke to one our employees ([redacted]) about her problem. [redacted] also suggested having corbels installed and that we sold them in our sow room and also offered to send her a picture of them or she could purchase elsewhere but that was the homeowners/carpenter responsibility. (That's why we leave to T-Bar attached until the support brackets are in place.Ms. [redacted] stated to [redacted] that she did not want cobels and wanted to know if there was another solution ad then demand to speak with the owner.Mr [redacted] immediately took her call and once again tried to explain to Ms. [redacted] that putting corbels up was to only solution, yet she insisted that she didn't want them, so at this point we are unable to help her.We regret if there was any miscommunication on our part.Counter Connections, Inc. stands behind out name, out word and our quality of service.XXXXXXX, OwnersConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response given by [redacted] and [redacted] contains multiple false statements. I was not informed at the time of measurement. There was no documentation of recommendation of corbels on any paperwork given on the date of measurement or installation. On installation day, I was told I MAY need corbels which I could find at [redacted] or [redacted] never suggested corbels, never told me they had them in the show room, nor offered to send me pictures. She then offered for me to talk to the owner, [redacted]. I did not demand to speak to him. [redacted] was immediately confrontational, stating that corbels were the only solution, they would not install the corbels since "they weren't carpenters," and that my counter top, which was a dangerous situation, was no longer their problem. If they stand behind their product and service, they should be ashamed of themselves. Not once did they offer to install the corbels or any other support for an additional charge or for free. I am extremely disappointed in their customer service and how they handled this response with lies and misinformation instead of owning up to their responsibilities.Final Business Response