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          Business Profile

          Countertops

          Surface Link Corporation

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Countertops.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            05/05/2022

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            We encountered SurfaceLink by way of a warranty inspection for our new ****** ******** quartz countertops, that seemingly had large defects across multiple slabs installed in our home. The quartz brand sent out their third party, SurfaceLink, to do an inspection and determine the scope and next steps. ****** only offers warranty support for manufacturing/factory defects, so would help confirm that this was indeed the case, and the flaws weren't man-made or owner/installation caused issues. SurfaceLink sent out THEIR 3d-party contractor in Feb 2022 to our home. After doing digital measurements and visual inspection, he stated that he's seen similar issues before, and that it's very obviously a manufacturing defect. He then called his project manager, ***** from Surface Link in front of us on speaker phone, and re-iterating this exact thing and that he also would not be attempting any repairs because they are on multiple slabs, and such large-scale flaws. Ironically, about a month later, ****** reached out stating that SurfaceLink believed the flaws were caused by the installers, which is a 100% total narrative shift to what was discussed with us by the inspector, and what we were told was being submitted in the findings report. Since ******/****** basically has no obligations to provide support for "installation damage", it was extremely shocking and frustrating. I asked why they submitted it as something different than what was discussed on site, and SurfaceLink wouldn't respond or acknowledge my emails. I then asked to see a copy of the report that SurfaceLink completed at our home, which they also refused. We reiterated that we had proof that their inspector stated in his professional opinion our slabs had manufacturing issues, and it would be submitted as that. Our experience with them seemed super sketchy and unethical, and if somehow the inspection report got changed to appease their client, ******, then they are straight up lying.

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          BBB Rating & Accreditation

          B-

          This business is not BBB Accredited

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          Years in Business: 27

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          Gaithersburg, MD 20882-3604

          Visit Website
          (800) 482-1774

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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