countertopsmart.com

Unprofessional and Unaccountable

I hired Countertop Smart to install new kitchen countertops, and it turned into a frustrating and expensive experience. While their quote was lower than others, the poor workmanship and complete lack of accountability made it one of my worst contractor experiences.During installation, the installer damaged one of my newly installed cabinets so badly it had to be replaced, delaying the entire project by eight weeks while I waited for a reorder.They also mismeasured the countertop depth, which left a large gap between the back of the counter and the wall. This made a proper backsplash install impossible, since there was nothing for the tile to rest on. My backsplash contractor had to add an extra layer of tile backer board to fix their mistake, costing me an additional $1,000—completely out of pocket. Countertop Smart refused to take responsibility and instead blamed me for “signing off” on their final plans, even though their team handled the templating.To make matters worse, their policy explicitly states that scuffs and scratches to cabinetry caused during installation are considered “normal” and not their responsibility. I now have several scratches and surface damage in my new kitchen cabinets that they refused to fix—only agreeing to repair the most severe damage.In the end, I paid more than I would have with a reputable installer, and the project was delayed by months. This is a company that offers a terrible service and doesn't take responsibility for their mistakes. Don’t be tempted by their lower price, it’s not worth the frustration or hidden costs.edit: reply to countertopsmartThank you for your response. I appreciate the acknowledgment of the cabinet damage, but I’d like to clarify a few critical details that were either glossed over or misrepresented.First, the installer didn’t just “damage” the cabinet — they forgot to install the sink in the base cabinet prior to placing the countertop, which is a basic and essential step. To remedy their oversight, they forced the sink through the frame without any protection, severely mangling it. This wasn’t an honest mistake; it was a clear lack of care and professionalism, and it delayed our kitchen project by another two months while we waited on a replacement.Regarding the scuffs and scratches: your team recommended using brown paper to protect the cabinets, but let’s be realistic — brown paper offers no meaningful protection against the impact of heavy quartz slabs. Whether or not it was in place, I don't see how it could have prevented the multiple dings and surface damage your installers caused. This was the result of carelessness — which, frankly, is consistent with how the sink was handled. I accept responsibility for not reading the fine print in your contract that places the burden of cosmetic damage on the homeowner. But telling customers to expect damage to brand-new cabinets and plan for touch-ups afterward is just a poor standard.As for the countertop measurements, your claim that the issue stemmed from a 1/8" discrepancy in backer board thickness doesn't align with reality. The actual gap left between the backsplash and the countertop was roughly 1/2" — significantly larger than could be explained by that small difference. The assumption your team made about the backer board thickness was never confirmed with me, and your templating didn’t account for the actual installation conditions. When I raised this issue with Preston, he simply stopped responding — and that was the end of your involvement.Lastly, the "industry-standard" skim coat solution you proposed to fix the gap wasn’t viable. According to our contractor, it would have required building out the wall nearly 3/8" across a large surface, which wasn’t practical or advisable. By the time this was suggested, we had already paid for a more stable and long-term fix to avoid further delays — delays that were already extended by your team's earlier mistakes.In short, the issues we experienced weren’t due to bad luck or miscommunication. They were the result of avoidable errors and a company policy that minimizes responsibility. I’m sharing this so future customers go in with clearer expectations and understand the risks involved.

Date of experience: May 31, 2025