Complaints

• Initial Complaint

  09/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  September 6th installation of countertops at home residence. Countertops were templated incorrectly causing large errors. Installation deviated largely from specification and was not completed properly. Sent me a threatening email claiming to be able to send police to my home. Late to the job with no call.

  Business response

  09/29/2022

  **************** has no contractural validity to his claim.  We exceeded all of our contractural obligations and even threw in a couple extras that weren't included in his contract.  Both **************** and his wife both reviewed and signed off on their contractural template to be fabricated as shown on their contractural drawings.  We had to modify a couple pieces and conditions onsite which is his complaint however thats part of construction and some of his conditions changed (ie his farm sink was supposed to be permanently installed prior to template and it was just loosely sitting in place, it moved after template but we fixed it to make it work).  He is trying to use every means available to him via the internet to try and walk away from a $4k+ bill that he owes MTM.  **************** and his wife refused to pay any of their final bill which MTM replied with the options they were leaving MTM to get paid because they have no legal justification to not pay their bill in full.  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $5000 dollars on a new island countertop six months ago and noticed that a seam was starting to split apart and that a piece of the top was starting to sag (see photos). I asked MTM to come out and fix the issue and to take a look at what I thought was some sort of scratch from the fabrication of the product. It turns out that the "scratch" is actually a 4 inch long crack in the island center piece. The product is from Cambria and MTM was the installer and I have been told by both companies that they are unwilling to replace the damaged product.

  Business response

  04/21/2022

  10/11/21 ****************** Cambria tops installed with sign off stating no issues. 2/26/22 ************** stated his seam was separating. 3/9/22 MTM went to fix a separated seam that was actually a crack in the Cambria ************* ******** limited lifetime warranty on their material requires that Cambria fix their material issues. We as the installer of Cambria are not allowed to fix material issues because that would void the warranty however MTM must mirror fabricate/install per Cambria's requirements to sell/install Cambria. 4/8/22 Cambria's technician concluded the crack was caused by cabinet issues and malicious actions not caused by MTM's install or Cambria's product (ie. standing on the seam, etc.). Cambria fixed the crack even though it wasnt under warranty. 4/9/22, ************** was not satisfied with the repair and wanted MTM to replace the top for free. MTM informed ************** that per our contract with Cambria and himself, the material is warrantied by Cambria. MTMs warranty is if something was installed incorrectly by our team causing this issue. We told ************** we would re-negotiate with Cambria on his behalf and we would fabricate/install it for free if Cambria provided the slab. Cambria denied the request due to their findings from their technician. Cambria informed ************** on 4/11/22 of the warranty rejection and said he wasn't happy but understood why the claim was denied and was hoping they could come back and rework the repair which Cambria agreed to do. 4/12/22 ************** contacted MTM stating MTM needed to replace his countertops for free otherwise he was going to take MTM to court and give MTM bad reviews everywhere. We informed ************** that we can continue to fight on his behalf but if Cambria rejects the warranty our hands are tied regarding material. If he chooses to say poor things about MTM even though this is a Cambria concern, we will no longer continue conversations of a resolution because thats unfair to MTM who is just caught in the middle. 

*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. ↩