Complaints

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our initial measure was scheduled for 3/25, he showed up for our measure appt and said that he had to come back because the cabinet was 1/16” off and did not tell us it would be an additional $200 and did not give us any other option. Next measure appt was 3/28 which went fine. Scheduled install was 4/17, they came in and the hole was cut too big, so they were told to take the sink with them so they could remeasure and reorder the piece. We were without a working sink and dishwasher at this point. On 4/23 we called to remind them that they had our sink and to bring it and they said they would. They came back to install the new piece and told us that they did not have our sink and could not complete the install. On 4/24 they brought back the sink and were able to install. Countertops look good but holes for the faucet were cut too close to the edge of the sink hole and part of the sink was drilled out as well. Nothing was said to us at this time. This made installing the faucet and soap dispenser extremely difficult and had to be modified. Throughout the process KBR was hard to get ahold of and always required multiple calls to get in touch with the right person. When we asked if they could do anything to make up for their mistakes they said they couldn’t do anything until after the install. After the install we could not get ahold of Greg at all and when we finally did he said they didn’t do anything that would warrant compensation of any sort and the job was “completed in a reasonable amount of time”. We will not be using **** ***** for any other project because of the lack of responsibility and communication with the company that they back for their countertops (KBR). **** ***** representatives are not taking responsibility either.

  

  Business response

  05/13/2024

  The initial measure for this job occured on 03/25. One of the cabinets was not installed and was sitting out of line by more than ¼”. This prevents us from getting an accurate measure so the customer was told they would need to rectify the issue and reschedule a measure. We then assessed a trip charge per standard agreement with **** *****. The customer rectified the cabinet issue and we were able to measure at a later date. On 04/17 we came to install and it was discovered that the sink hole was cut out too large and the sink run would have to be remade. Our service department was notified of the issue and schedule for installation of the remake piece on 04/23. The remake top installation was completed on 04/23 as scheduled. The turnaround time for the remake was 5 business days. This is a reasonable amount of time for remaking a top which is why our service department denied the request for compensation. We have since contacted the customer and agreed refunded the $200 as request.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through Home Depot 11/9/23 they received 2,600 dollars from me for Arabian night countertops there installer KBR came out to my house to do measurements the first time 11/16/23 a guy named **** came to do the measurements and tried to add a bunch of additional services that I did not want to receive nor did he want to explain why and got extremely rude with me so I asked him to leave because of how poorly I was treated I let kbr ceo and manager know about the complaint I had then they sent another guy back out 11/21/23 to finish measures and everything went fine so I finally received the installation witch was 12/8/23 and A guy named ******* who is a subcontractor through kbr him and his son were arguing all in my kitchen the entire installation I didn’t understand why so I asked and he said it was his son and that he was on his phone the didn’t tape off any of my counter tops so when they cut the piece inside my kitchen dust from the stone went everywhere on my WHITE cabinets well in the end it seem everything was ok then when they left I noticed my counter top was cracked off completely and glued back together and I reported it to kbr and Home Depot 12/11/23 and then ******* called me while I was working asking to cut his sons hair and apologize for his so called knowing mistake after the fact it was caught after lien about what was installed kbr company never even said sorry for what’s happen and only tried to offer me 200 dollars or to fix it and I do not think it fair at all I missed work twice for them to come and be treated poorly I lost over 1,400 dollars not working those days I don’t have time to take off again for them to come back out nor do I trust them now I want more then 200 dollars for what has happen I’m a single dad running a business of my own 7 days a week I went through them cause I though being big company they were trustable and were nothing even close to that I want what I deserve and it’s not 200 dollars out of 2,600!

  

  Business response

  01/18/2024

  This job began with a measure for countertops on 11/16.  On all stone countertops it is common practice to check the cabinetry to verify that they are flat and level to accept the new stone tops. Upon verification with a self leveling laser level it was discovered that the customers cabinets were nearly 1” out of level. Our measure tech explained to the customer that the cabinetry would need to be level and we would have to reschedule a measure for after the work was complete. We do have in house cabinet leveling services that were offered to the customer at this time. The customer became hostile towards our measure tech at this time. Our measure tech called into his manager after the install to make him aware of the situation. At that time the customer had already called in and was speaking with that manager. The manager discussed with the customer what work was necessary on the cabinetry to correct the levelness issue. The customer agreed to rectify the cabinet issue and we waived the trip charge for the extra measure.  According to the Natural Stone Institute, and ANSI standards, cabinets need to be level within an 1/8" over 10'.  If not, there is a high probability of stress resulting in breakage. 

   We rescheduled measure for 11/21. The measure on 11/21 occurred with no issues. The customer then approved their slabs on 11/27 and their countertop install was scheduled for 12/08. The install was complete on 12/08 and during the installation there was some discussion between the customer and our installer.  The installer engaged with the customer about various topics that the customer brought up.  We don't encourage small talk to be respectful to the customers, but if the customers persist then it's expected to engage with them to be professional and courteous. The Saturday after the install the customer noticed a filled fissure in the upper bar top. He contacted us via our Instagram account to notify us of the issue. We told him on Saturday that we would contact him on Monday regarding the issue.  On Monday our service department reached out to the customer to discuss the issue. At that time the service department let the customer know that they would put the information in the system and have a manager reach out to them to discuss. Our operations manager reached out to the customer the following day. We offered replacement of the top the customer was not happy with. The customer declined the replacement stating that he did not have time for the replacement due to his work schedule. We offered to schedule the replacement at a time that would work around his schedule, and he again declined. The customer then requested compensation for the top. We discussed refunding the top in question in lieu of replacement. The retail cost for the top in question was $420. The customer declined the compensation stating that he felt $2000 would be a fair number. This amount was almost the full retail price of the project so we discussed the option of removal of the tops and a full refund. The customer also declined this option. At this point we informed the customer that we would have to discuss with Home Depot where he purchased the tops the options we had discussed and let them work with the customer on a resolution. The District service manager for Home Depot reached out to the customer, and they came to an agreement of refunding the customer $700 to keep the tops as is. The store has processed the refund to the customer. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a quartz kitchen countertop from KBR. There is a mark on it and they won't replace it. They insist it's a manufacturer defect and that the manufacturer is going to TRY and repair it. The repair company can't get to it until June 8th. We have already waited 2 months to get this resolved. We are not going to wait another 2 months for something that might not work. We just want the part that has the mark replaced. I hope you can help us. Thank you.

  

  Business response

  04/25/2023

  Hello
  This is regarding complaint ID ********. We disagree with Ms. *********** assessment of the situation.KBR has identified the issue is a material defect. This requires us to file a warranty claim with the manufacturer LX. LX then make the decision on what will be done with the top. LX has decided that they believe the defect can be polished out and they have set up Surface Link, their warranty service company, to go out and polish the top on 06/08/23. The customer is unhappy with the timeframe, unfortunately KBR does not have the ability to change that time frame. Below is the timeline of events.  
  
  We did the initial installation of the customer’s tops on the 1st of February. On the 3rd of February we were informed by the customer that there was an issue with the tops. The customer requested, on 6 February, that we schedule a service date after 21 February.
  
  On the 23rd of February we sent our service tech to examine the tops. He discovered imperfections with the material and on review it was discovered to be an issue with the material itself.
  
  On the 27th of February Ms. ********* was informed of this issue and that there would need to be a warranty claim filed on the piece through LX Hausys. This was done on 3 March. Photos and the cad sheets were sent to Scott at LX upon his request. At this point LX began their own investigation into the material and decided to contact their repair company, Surface Link to handle the issue. We can confirm that Ms. ********* was informed of this by ***** at LX at 1100 EDT on 23 March 2023, as KBR was copied on that conversation.
  
  On 10 March 2023 Ms. ********* emailed Home Depot store 2019 stating that she was well aware that we were going through the warranty process but she did not like the time frame and wanted it faster.
  
  On 15 March Ms. ********* called in saying she had not heard from LX and we sent information to LX asking for her to be contacted. At 1352EDT on 17 March she called in again and we informed her that she needed to speak directly to LX since they had taken over as point of contact and that I had no control over the scheduling over at LX. 
  
  Ms. ********* again contacted us through email at 0831 EDT on 23 March saying she did not want LX out at all and just wanted us to replace the top.
  
  Ms. ********* again stated through email at 1218 EDT on 4 April that Surface Link wanted to schedule to take care of the issue on 8 June 2023. She has refused this date to have the issues taken care of. 

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed a countertop in my home with an estimated value of $3000. After reviewing the work, it is not satisfactory. Multiple attempts to contact the business were made, all of which have been ignored/blocked.

  

  Business response

  10/07/2022

  We are writing to respond to case ID ********.  We disagree with the complaint from ****** ****.  We disagree with him on both items he mentioned; Quality/Work Expectations and our follow up service regarding his complaint. 
  
  First, addressing the Quality and Expectations. ****** **** ordered a countertop through **** *****. As part of our standard process, we email every **** ***** customer the “**** ***** - What to expect” document.  We sent this email to the customer on August 1, 2022.  The customer’s single complaint was that the countertop was not scribed to the wall perfectly in every spot.  We indicated that the countertop, due to the vast majority of walls not being straight, would have a tolerance for gaps of up to ½”. We sent this in the document and we also discuss these items at measure with the customer.  Furthermore, we note that a standard tile is going to cover at least a ½” gap, which is why the tolerance is set as such.  ****** sent us a picture of the gap. We called and talked him through the gap, which he claimed to be just under ½” was not acceptable.  
  
  The countertop was installed on September 20th, 2022.  We sent a service technician to his house 3 days later on September 23, 2022.  During the service visit, ****** indicated he understood that the gap was not a quality defect and that the tile they were installing would cover the gap. Since our service call, we’ve tried contacting ****** to follow up on the service via email and phone calls, without a return call.  We have his sign off on the service ticket noting his acceptance. 
  
  Moving onto the second complaint he indicated he tried contacting us and we didn’t respond. 
  
  Per our phone system, ****** called us on September 21, 2022 at 1:33 PM.  During the phone call we noted we had the service entered and that we would get back to them shortly regarding the gap. We also sent him an email/text message indicating we had received the service request and we were working on a resolution to the issue. We called him on September 22, 2022 at 3:40 to discuss the issue in more detail.  We noted his concerns and explained to him that the backsplash installation would cover the gap as expected.  He was not satisfied with that response, so we setup a service technician to go out there and ensure we were not misunderstanding his issue.  The service was scheduled the next day as noted above.  We believe our handling and promptness is significantly better than our peers in the industry and the issue was resolved very promptly. 
  
  Regarding the installation the seam, polish, finish and sink are the main points and that quality is exceptional. The gap, although looks “worse” than other parts of the countertop is not a quality measure of the product unless it is outside of tolerance. As such, we believe he has a great quality product and one that exceeds many industry specifications regarding tolerances and expectations.

  Customer response

  10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The simple fact is that the business did not perform to the standard the promised through **** ***** and their webpage. I spent three days attempting to contact them at their phone number 513-251-8333, starting 9/20/2022 followed up immediately with **** ***** the same day. Through this process, **** ***** has been in support of us and in agreement that the services rendered from KBR are not in line with their standards and expectations. The simple fact is that we the consumer were attempting to get in touch with KBR to voice our concerns. It wasn’t until we submitted a complaint with **** ***** and the BBB that we received a response. When they did contact us back they were very aggressive and confrontational and refused to acknowledge our concerns and complaint. Simply put, this is a predatory service provider who refuses to acknowledge or respond to consumers after services have been rendered and payment has been received unless a formal complaint is filed. This can be verified by past complaints and a review of online review platforms such as ****** or ****. 

  
  Regards,
  
  ****** ****
  

*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. ↩