ComplaintsforClassic Design

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Classic design installed 4 countertops less than a year ago. All have cracked. They won't respond. I am asking for refund . I have sent a package to your office with all the details. New amount will cost more to replace, plumbing has to be redone, old top removed and hauled away. Plus clean up.Asking 7000.00

  Business response

  06/05/2024

  Customer Ken ***** was provided attached quotation for $ 4396.05 for countertops at his home on Feb 28, 2023, accepted quotation and paid 50% deposit on 3/1/23.    We templated the for the countertops on 3/9/23 and installed them on 3/31/23.   Customer requested some additional shelves for his project - we fabricated those and had them ready for customer pickup 4/12/23.    On 5/2/23 Mr ***** came to our Panama City Beach location to pick up the shelves, but they were at our Panama City location where he purchased his countertops.  He provided balance of payment at that time, He came to our Panama City location on 5/23 to pick the shelves up.  Customer was provided the shelves at no charge.

  On January 25, 2024 customer complained about cracks in his countertops.  This was approx 10 months after they were installed.  We dispatched an installation crew on January 31, 2024 to address customers concerns.  "Cracks" that customer was referring to were natural fissures present in the slabs that customer selected at our Panama City shop, so there is no way to change the natural character of the material.

  On May 30,2024 our Sales Manager and Operations Manager met Mr ***** at his house.   They reviewed the fissures in the material, noting that there was only one spot in one countertop that can actually be felt.    Mr ***** then took our Sales Manager and Operations Manager to another house he built that had similar natural stone countertops installed by other contractor.    Upon close inspection similar fissures were found in that material also.

  There are 2 offers from Classic Design on the table in an attempt to resolve customers concerns.

  1. We can offer customer lifetime warranty for replacement if the countertops break.    We will also replace the top with the fissure that can be felt at no charge.

  2. Mr ***** can select a non-natural stone to replace the current countertops, but he will need to pay any incremental charges

  At time of this writing we are awaiting Mr. ***** on the above offers.

  Sincerly

  David *******

  President

  Casa Dal Mare, Inc dba Classic Design

   

   

   

   

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 4th ‘23 I contracted with Classic Design Panama City, Fl to install 5 pieces of remnant quartz around a new walk in tub. Over two months ,three different measurements, two failed installations, and a final installation that scared my sheetrock and ruined a new paint job when they sanded the joints. I contacted, by phone, the sales representative, Connie, to express my dissatisfaction and see about a remedy. On 7/7 ‘23 Connie voice-mailed me saying she spoke to management and she was sorry nothing they could do that these things happen when finishing the miter edge! I e-mailed her explaining that I would contact my painter to fix the damage and subtract the cost of repair from the final payment and receipt would be provided. Painter had to mud, sand, and paint both walls where the damage occurred. On 7/12 ‘23 I sent them the receipt and a final payment check for the balance. They have not cashed the check and not contacted me. I have all corespondents, before and after pictures, and painters receipt.

  Business response

  07/24/2023

  Classic Design quoted installation of tub surround on 5/4 - our quote number 7288 V1.   Quote specifies an eased edge, not a mitered edge.   Quote also clearly excludes any painting or sheetrock repairs as out of scope of work.

  At time of template customer requested mitered edge - normally an upcharge for this work.   We proceeded with project without a price increase.

  In reviewing customer photos submitted to BBB they clearly the mitered panels have to be installed in place and very close to the walls on both ends.    Once panel is in place a grinder is used to round off the sharp edge next to wall resulting in contact with the sheetrock.

  Classic Design agreed to reimburse customer for wall repairs, despite specific exclusions in our contract.

  Customers check arrived last Friday or over the weekend and was posted to his account today.

  Copy of paid invoice and original price quote are attached.

   

   

   

   

   

  Customer response

  07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20367231, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worse experience ever replacing countertops. Unprofessional and sloppy work. After 2 moths and 3 visits, the installation is still incomplete, and the granite countertops are defective and unleveled. They damaged our exterior door in the process of moving the granite pieces, did not install the sink, and left splashes of dirt all over the kitchen cabinets and appliances. The backsplash edges were left uneven. They filled the damaged granite with colors that don't blend and don't match. We bought the md-grade $55 per sq. ft. granite but they delivered a cheaper quality because they did not have another slab of the original material. They were mostly unresponsive and disrespectful.

  Business response

  11/15/2022

  Customer received price quote 4427 V1 (attached) for Fantasy Brown for 2 kitchens for  $ 4735.10 on 7/7/22.    Template person was at job site on July 13 to get actual measurements for both kitchens.   Salesperson explained later that the Fantasy Brown slab was not large enough and offered quote 4427 V2 (attached) for $ 3705.15 for Colonial White and River White Granite instead.   As you can see the price was over $ 1000 less than the original quote.  Customer was also provided with slab layout showing the countertop parts on the slabs.   Customer approved quote 4427 V2 on 7/25.  Countertops were installed on schedule on 7/29.

  Customer did not like the upstairs kitchen countertops, so Classic Design, at our expense, replaced those countertops for customer on August 9th.   Project invoice was reviewed and found that credit card for 50% deposit did not process.  Salesperson requested that customer pay the missing deposit at this via email on 8/4/22 at 11:23am.   Customer did not respond to request for payment.

  On 9/20/22 salesperson sent follow up email to customer regarding payment, now for the full amount due on the project.   This is now over 2 month after the original installation and nearly 6 weeks after the replacement kitchen was installed.   Customer replied with an email with complaints similar to the BBB complaint.

  We have attached photos of the completed installations as well.  Our installers did not damage an exterior door - perhaps some other trades working there did the damage.   Our quote specifically states we do not do plumbing as we are not licensed and insured for this trade, so customer is correct in that we did not install the sink for him per our contract.

  Due to non-payment Classic Design has filed a lien on this property that will be released following full payment.

   

   

   

   

   

   

   

  Customer response

  11/15/2022

  
  Complaint: 18220361
  
  I am rejecting this response because:

  1) Classic design installed defective countertops that do not match the quality of the product I was shown.

  2) The installed countertops are UN-LEVELED.

  3) After two visits, the installers did NOT finish the job. The countertop is still unfastened and unglued to the cabinets below them, which is a major hazard. 

  4) I have repeatedly asked Classic Design to remove their defective countertops from my house due to a very poor job but they totally ignored my request.

  5) The pictures they provided do not show the damage that is within the material, including many blemishes and refills of mismatched colors - these pictures were taken from a distance and they don't show any of the specific details that I complained about. They also don't show the mess they left behind. 

  6) I am the one who told the salesperson when I would be in town to meet with him so I could show him the defects, but did not hear back from him regarding meeting with me. 

  7) The installers caused damage to my exterior door during the process of moving the material in and out.

  8) The installers left a huge mess with splashes of glue/other hazardous material on the cabinets and appliances. They did not clean up, which caused me additional time and money.

  9) Classic design's delay in responding to my requests caused us major delay in the project due to successor tasks that could not be started until after the countertops are installed.

  10) I have full documentation of emails, pictures, and records of conversations that will prove other than the response they provided is inaccurate and much of it is incorrect.
  
  Sincerely,
  
  ***** ******

  Business response

  01/04/2023

  Customer has now added a never before presented complaint that countertops are out of level.   Customer provided photos showing small level on countertops in various positons to demonstrate this complaint.   Classic Design has responded with 5 attached photos taken by our template person showing the conditions and preparation for countertops that we were provided by customer.   Given the unprofessional state of  re-purposed cabinets and various lumber in both kitchens on jobsite it is not surprising that not everything we were given to place countertops on were level to begin with.  

  We stand by our position that this customer is trying to avoid payment for countertops installed by Classic Design.

   

   

   

  Customer response

  01/06/2023

  
  Complaint: 18220361
  
  I am rejecting this response because:

  I don't' agree with the responses from Classic Design. However, I am willing to make a compromise wo we could come to a fair and equitable closure of this case.
  If Classic Design would remove the Lein against my property and complete the job by securing one countertop to the wall and cabinets, then I would be willing to pay 50% of the Lein amount or $2000.00, whichever is higher.
  
  Sincerely,
  
  ***** ******

  Business response

  01/06/2023

  Customer has owed Classic Design for this installation since last August.   We replaced one complete kitchen in an attempt to satisfy this customer.   Customer then began to file un-founded complaints when we requested payment.

  We have added $ 325 lien charge to his invoice, but have not yet added late fee and interest charges.    Invoice is attached.

  Customer will need to make 50% payment in order for us to schedule installers back to attach backsplash.   Once that is complete customer will need to pay final balance due on the invoice.   Once payment is made in full Classic Design will release lein on property.

  Classic Design next steps will be to add late fee, interest charges since date of invoice, and court filing fees.

   

   

   

   

  Customer response

  01/09/2023

  
  Complaint: 18220361
  
  I am rejecting this response because: Classic Design continues to admit any wrong doing, even though in their response they do admit that they have NOT completed the Job, which is causing us a HAZADOUS situation since some of the countertop and backsplash are still loose and uninstalled. The idea of charging late fees and additional interest is ludicrous. Doing this will complicate things further and delay a resolution to this complaint.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/ they sold us or a poor polishing job, something needs to be done to fix it. I'm currently getting estimates from other companies to try and correct the problem. I might have to report it to the Better Business B or file suit.11/22 Classic Design installed our Fantasy Brown kitchen granite. It was polished on the afternoon of 05/10/22. The fabrication is perfect. The finish however, is not. From the day of installation the granite appeared to have water stains under the sealer. Classic Design sent three employees, to include Justin, the local manager, out and all three acknowledged that there is a problem. Their excuse is the types of materials in Fantasy Brown are causing this. This has been eight weeks and they have done nothing to correct the problem. Justin doesn't return phone calls and Joey, the salesman, who has supposedly discussed the issue with David, the owner, says there is nothing they can do. Whether it was a defective stone which

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/08/17) */ This customer came into our Panama City Beach location and selected 2 slabs of Fantasy Brown to be used for new kitchen countertops. Customer selected these 2 slabs displayed outdoors from 20 others that were available. Classic Design provided the customer with a written contract on May 9,2022. Customer accepted the contract with a deposit on May 10, 2022. Classic Design sent template professional to her home to make laser template and provide customer with drawings for approval. Following her approval the 2 slabs of Fantasy Brown she personally selected were transferred from our Panama City Beach showroom to our Panama City production facility. Customers 2 slabs were photographed,digital templates overlaid and resulting photos were emailed to her for her approval. Following her approval the customer drove to our Panama City shop, met with our shop manager to review the layouts and physically inspected the 2 slabs one more time prior to production. Countertops were installed on schedule in her home on June 1, 2022 and customer paid balance due on same day. About 2 weeks later on June 15, customer called asking for us to look at the countertops. She indicated she thought that there were waterspots on the stone countertops that were under the sealer that was applied to the stone. We sent installation crew back to her home on June 17th to look at the countertops. The "spots" that the customer is concerned about are not spots, but variations in level of gloss in the surface of the countertops that can be seen in certain angles of light. Fantasy Brown, as a natural stone has varied minerals of differing hardness that give it the natural look, character and veining that Fantasy Brown is known for. When the surface of the slabs were polished at our vendors processing plant the harder minerals polish with a higher gloss and the softer minerals polish with a lower level of gloss. Customer was not satisfied that our installers could not "fix" this, so on June 21st our shop manager went to her home to look at the countertops. He explained the differences in gloss, but customer was not happy with that explanation. On July 15th her salesperson Joey contacted me regarding this customer. We discussed the customers concern, and assuming she was not understanding or believing what we were telling her we emailed her 2 separate published articles detailing this very same condition with other types of natural stone. As 2 independent published articles did not help customer understand our salesperson then took a large piece of Fantasy Brown from a completely different block of stone to customers home so she could see for herself that the same difference in gloss was present in that slab also. Classic Design has been serving the Emerald Coast since 1995 and we value our customers and our reputation. Unfortunately we cannot change the characteristics of Natural Stone. Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) While not all of Classic Designs accounts and dates are correct, the issue remains. I have started to get estimates from companies who can correct the problem with my granite. The first of which I am attaching comes from Marlelife. They have done work for Classic Designs in the past. They tell me that the problem results from the plastic mesh placed on the granite and the resulting marks from this mesh has not been polished off. My granite still has this mesh on the bottom of the slab. Their technicians can deep scrub the minerals deposited which were not removed from the stone, clean, polish, buff and seal the counter tops. Their invoice for this process is attached. Classic Design has hired this company in the past and I hope they will have a professional correct this problem. Business Response /* (4000, 10, 2022/08/26) */ Classic Design has referred customers to Marblelife for many years. However what you were told is not correct or perhaps misunderstood. The mesh you are referring to is resin applied to the unfinished side of the slabs at the factory where they are cut and polished. The mesh is to remain permanently on the stone slab to provide support and stability to the stone to prevent breakage in handing. All Fantasy Brown slabs are produced in this manner. The resin mesh is never applied at any time to the finished (polished) side of the slab. The polished sides of the slabs were shown and approved by this customer 2 times prior to production of her countertops. Classic Design sells the customer countertops cut from the slabs selected as they were polished at the factory. The only additional polishing done on the stone is the exposed edges and sink cutouts that were exposed in the cutting process. Customer has no complaints about that polishing performed by Classic Design. We recommend that prior to the customer agreeing to pay anyone to work on the countertops that they receive a written quotation that states exactly what they are doing (the attached quote says nothing) and that they guarantee their work. Again, the customer has issue with a natural characteristic of the material selected and that we cannot change.

*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. ↩