Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a sealed granite countertop and backsplash installed in March 2024. In August, Five months later, I incurred a coffee stain. Luther Falls came out twice and put poultice on the stain to remove it. The stain is now twice as large as it was originally. I have emailed in attempt to get a resolution. They have not responded.

  

  Business response

  10/30/2024

  We have responded to their emails about us helping them with their problem. They have not called here at all. We had informed them that we are waiting on a new poltus. Just so everyone is aware, they stained the countertops themselves, and we have been assisting them free of charge. We are still willing to come out and put more poltus on free of charge but would like to make it known that this is their problem. We are actually quite offended that there is a complaint to the BBB with not a single call to our shop. 

  Customer response

  10/30/2024

  Can I get a specific timeline from the company when he will be back?  
  What if the stain that they made larger isn’t any better or becomes worse from their actions or products they used ? Do I notify the BBB and the complaint will be reopened? 

  

  Business response

  11/01/2024

  We contacted them the day of the initial complaint and set them up for the guys to come out today as we had already told them we would prior to the complaint. Now that we have received a complaint to the BBB on a day that we were scheduled to come out (We have already been there today) we will no longer be going to their home to help them with (their) problem. We were doing them a favor going above and beyond to help them and have no responsibility for them staining their countertops. The only reason to come would be to get along with everyone and they are not allowing that to happen. Until their complaint to you, they said they did not know what stained it. It had been covered up with a rubber mat. 

  Customer response

  11/01/2024

  I accept the resolution that the company has offered. 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have paid Luther Falls $15,067.70 on 8/15/24 and $1200 on 9/19/24. They did not install the countertops I ordered. They installed something totally black, where what I picked out was a black with a lot of gold vein. The owner just cussed me out and hung up on me. They are lying that the granite will change into what I wanted over time. I have consulted other contractors and this is absolutely not true. They just don't want to fix their mistake. I've heard that I'm not the first person they've done this to but that they actually they keep changing their name slightly to avoid people seeing bad reviews. They've had several complaints to the BBB. Attached are images of what I ordered versus what was installed. I want this countertop removed from my home, the cabinets they haven't installed yet brought into my home and a refund of all the granite and labor. The cabinets weren't even the color I wanted, but I went with it. I am willing to pay for the actual cabinets, but nothing more.

  

  Business response

  10/02/2024

  Luther Falls Kitchen and Bath was hired on 8/15/24 to tear out and replace existing countertops and cabinets for ***** ******.  After cussing ******* for our timeline of 2 weeks for this work, we agreed to have the bases in with countertops within 7 days.  We did this. During the seven days that were allotted we were allowed to work there 3 of them, as Luther was told that if he were at her house by himself that he may go through her underwear drawer.  On Tuesday September 24th she called ******* Falls and cussed him saying that her cabinets were the wrong color.  This was false.  She then said to install them. On Wednesday September 25th Ms. ****** called ******* and cussed him saying that the guys were unprofessional because they left to get other tools for the cabinet tear out.  On Thursday September 26th Ms. ****** could not find someone to house sit, so we could not work there.  She did however call ******* Falls and cuss him out because the plumber should have noticed that she did not have a plug in for a garbage disposal that she has decided to add after the fact, and to tell us that we are now needed to remove and dispose of all existing appliances. On September 28th we had 2 guys install the final base cabinet. We were trying to find her an electrician to come and look at the additional electrical work that she wanted done.  That was not going fast enough for her, so she called ******* and cussed him for that.  *******, the saint that he is, continued to take the constant barrage of abuse with a smile.  The plumber that we had set up for the job is also a licensed electrician and agreed to look at her electrical on Monday when he would be there to hook up the sink. We were supposed to be there between 1 and 1:30 to start install.  We ran late that day and got there around 2:30. Ms. ****** called ******* and cussed him saying the plumber was supposed to be there at 8am.  This was news to us, as we had never given her a time for that.  When the plumber showed up at the home, she yelled at him for not being there at 8a.m.   At this point the countertops were in the house, and she mentions for the very first time that she was hoping for more gold in the countertop.   We did let her know that *** **** does get more of the golden accents as it gets older and oxidizes.  The install crew also let her know that material varies depending on what vein is coming out of the ground at the time.   She told the guys to finish installing, she told the plumber to hook up her sink.   We had even asked her to come take a look at the slabs prior to cutting (as we knew how she had acted after the cabinets she picked came in perfect) She said that she didn't need to as long as it was *** ****.  Shortly after 7p.m. that evening we received an email stating that what we had told her was "********".  We have attached articles showing that this material starts to oxidize once the slabs are cut from the blocks.  We have removed ourselves from this job because of the constant abuse that she continues to try and give us.  ******* does not deserve the extreme abuse that he has endured throughout this project.  None of the guys that work with us deserve the type of abuse that she has given them.  We have already let her know that the deposit for the backsplash and the remainder of the cabinet install will be refunded.  She has the exact cabinets that she ordered.  She has the exact countertops that she ordered.  We refuse to remain in an abusive relationship with a bully like her and have removed ourselves from the job to help protect our own mental health. We would also like to state that there is a lot of gold accent currently in the slab prior to any oxidation and can send pictures of her material.

  Customer response

  10/03/2024

  I am working with an attorney on this. He has requested that I ask you for a one week extension to reply. Please let me know if this is possible. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We got delivery of cabinets very late to start with. When it was opened, there were several parts missing and the layout was not functional.. there was our renovation vendor trying to install. When we called Lutherfalls, **** replied and refused to hear us or send anyone on site.. He refused to connect me with his father Lutherfalls. He told my wife that this is the way it is going to be and left us in limbo. Utterly disgusted with their service. They dont even acknowledge that they committed a mistake and need to fix it Thanks **** *******

  

  Business response

  03/21/2024

  I would like to begin this response by mentioning the fact that there is a complaint to the BBB for this is very disheartening to us. The "very late" delivery of the cabinets was not late. When they had begun their process in August, we had told them delivery would be in either January or February. They did not fully pay their downpayment until the end of September. The cabinets came in early March. This was faster than the original lead time from order to delivery. Down payment was completed at the end of September, and we received an email on October 17th from this customer asking if there was any news on the cabinet delivery. Now I want to address their comment of how there were several parts missing. There was a single wall filler and 2 shelf cabinets missing. That is the extent of the missing parts. They had brought up a spice rack to go into a 15" pantry cabinet. This was to be field installed as our cabinet manufacturer does not make a 15" pantry cabinet with a spice rack already equipped. The customer was notified of this prior to purchase. I have attached a document that shows an email we had sent to them stating that the spice rack will go into the 15" pantry cabinet. As for the area that is not functional. This was a design flaw on the customers end. We had begged them multiple times throughout the design process to not put the cabinet in the place they chose. I have attached a document showing this as well, as ****** himself had actually made an alternative design to avoid this issue. The customer said that it did not matter and she liked how it looked. Now to the next incorrect statement about how we refused to hear them out. For some reason when we say, "Nobody is available to make a trip out there today, could you please send pictures and an email outlining any concerns you may have?" that means that we won't hear them out (In their opinion). I would also like to make sure it is stated that there was not a single issue that demanded a trip out to their home. The two cabinets and the filler strip were missed by the cabinet manufacturer, so they have already been notified and we are already waiting on delivery. This incident just happened on 3/20/24 and today is 3/21/24. They have gotten nothing but outstanding service and are making fraudulent claims. All issues were addressed and responded to. These customers' behavior has been unacceptable. As I was on the phone with this customer, any time I tried to respond to a comment made I was met with "Shut up you don't get to talk right now" This was a reoccurring event throughout this interaction. And they had nothing but respect shown to them throughout the design process, the delivery process, and the post delivery process which we are currently in. They have been notified of a refund of $3,285.90 that will be coming to them for the money paid on countertops to date. This is because we will no longer be doing countertops for them as we do not trust them as customers, and we will not be doing any more work for these individuals. 

  Customer response

  03/21/2024

   I am rejecting this response because:
  
  We have been courteous throghout rhis project .

  they saying that it is a design flaw and saying we begged to have it is untrue.

  missing parts has been largely understated by business

  they saying that they are upset and withdrawing from countertop installation at this juncture is Customer abandonment

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a quartz countertop with an ogee edge the originally missed the day we were to have it measured . We had to have our sink disconnected. By a plumber and then they failed to show. A week later the rescheduled and the forgot to show up for that appointment until we called. When they finally show up to install it the counter is not correct. The edge was supposed to be an ogee and we received a pencil edge which is not what we ordered. We wanted it to match the island that we just had them do. A month earlier. We had this scheduled while my mother was out of town so she wouldn’t have to deal with the mess. We told the installer that we would take the counter the way it was if he took $500 off and the refund for the ogee we did not receive. He refused. I just can not imagine the logic behind this. We have spent approximately $7000 with this company. And we asked for $500 discount for not getting what we paid for. I was told the owner will not talk to me by the installers. I went with them over a big box store because they were local. Big mistake.

  

  Business response

  11/20/2023

  Just to start this off we would like to acknowledge that we are responding to a complaint made by someone who is not a customer and did not purchase anything from us. That being said here is our response to the complaint from the non-customer. This job began on 11/17/23. I apologize that you feel like you made a mistake going with our company. I would like to address multiple discrepancies that have been outlined by this "complaint". The first thing we would like to address is the fact that we did indeed miss the original final measure date, as we received word from our distributor that the material would not be in on time. The customer was made aware of this prior to the final measure date. The customer was aware that the job was going to be delayed but decided to unhook their plumbing anyway as we were going to be able to complete the project while she was out of town. The second thing would be that we did not forget to show up for the new appointment. They were the last stop of the day and Luther was heading that direction at the time of the call. The original edge purchased by the customer was "Pencil Round". The customer showed up and changed the edge and paid for this. There was indeed a mistake made by our company to where that did not get put into the files correctly. This caused the top to have the original edge she picked instead of the ogee. There were 3 options presented for this to make it right. We offered to take it back and change the edge. We would have it reinstalled on Monday (8:30am 11/20). They refused this option and suggested another. He suggested that we leave the tops on the cabinets loose until after Thanksgiving, which we agreed to. The customer then decided not to do this and went with the third option. The other option was to where we install the countertops as is and offered a refund of $299.00. This is the price it cost to do the special edge. This person who is not the customer decided that is not enough money. We wrote a check and brought it to them that evening. This person also asked us to take the backsplash back and cut it to a different dimension than what was agreed upon at the final measure. This normally would run $800.00 to do which was waived. As the non-customer has stated himself, he does not mind the edge he just wishes it was $500.00 cheaper. We believe that if money could solve the problem, then there is no real issue. The backsplash was installed on Saturday morning which Luther paid the guys extra to work on a day they normally do not. We did this at no additional charge due to the aggressive nature of the non-customer. This entire interaction was filled with aggression and hostility from the non-customer. We truly can find no logic in anyone filing a complaint on an excellent job after acting so heinously. 

*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. ↩