Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Kitchens Today $60,000.00 to do a total tear down and remodel of our primary bathroom. We paid $10,000.00 additional for the tile, mirrors, faucets, and sinks. There was never a consistent plumber over seeing the job. The plumber held the permit for the entire project. He ghosted the leadership of the company and there were many delays and disappointments when work wasnt done or calls were never returned. We had a rain shower head installed and a shower wand. No diverter was ever installed. The rain shower head water was not very warm and the shower wand temperature was scalding. We asked in May of this year to have them install a diverter. They still have not followed through and ever made the repair or have never honored our warranty. They figured they repair would cost $3.300 and they asked us to pay 1/2 of the cost which we agreed to. They will not respond or answer our calls. We filed a legal document with a lawyer and served them with a completion agreement to finish the original remodel and they ignored our lawyers attempt to complete the project. They began the remodel in Feb of 2024 and finished in May of 2024 after telling us it would take 2 weeks. We have been after them since May for 6 months to install a diverter. Please help me get them to make the repair please. Thank you so much.

  Business response

  11/26/2024

  To Whom it may concern:

  Regarding the existing complaint, the attached document is a certificate of completion signed by the customer on 5/8/2024.

  On 6/13/2024 the customer sent a message to us requesting a plumber come out to do a PSI test on the shower head citing that the temperature of the rainfall shower head was significantly lower than that of the wand. A plumber was sent out to do an inspection which resulted in PSI test over 50 PSI for both shower heads. A physical inspection led to identifying the main issue was simply that the rainfall shower head is located approx. 10+ feet in the air versus the wand which was affixed to the wall only being 6 feet up. It was at this point that the customer expressed their desire to have the diverter changed so that they could control each shower head independently rather than functioning on the same valve handle.

  It was advised to the customer that this was NOT a repair covered under warranty as the job had been completed and the plumbing had been evaluated by a state inspector to have been done correctly. Rather this was an alteration to the existing plumbing and would have an additional cost associated with it. Customer was advised that there was a way to do this with minimal damage to tile by accessing through the back wall, and changing out the valve and the trim kit associated with the valve. Customer was advised to choose a new trim kit as the valve required to match existing shower valves was a **** valve which are sometimes specific to **** trim kits and we needed the trim kit selection made prior to purchasing the valve. Customer asked us to look for her and was advised that these are special order and she would need to make a selection and that given the circumstances we would split the cost with the customer because of the issues she had endured from the original contract.

  On multiple occasions it has been documented that customer was asked to please choose a valve trim kit in order for us to identify which valve was necessary to ensure no further delays. Unfortunately multiple delays were incurred due to no fault of the customer or the contractor due to multiple severe storms hitting the area from the end of September through the middle of October and thereafter caused severe shortage issues to all supply houses. 

  We are prepared to due the alteration work (not repair work) once the customer chooses a new valve trim kit and we can order the coinciding valve kit, and the customer agrees to pay the cost for the alteration.

   

  Customer response

  12/17/2024

   
  Complaint: 22568857
  
  I am rejecting this response because:
  

  this complaint has NOT been resolved. Kitchens Today has reached out and the repairs have never been made.

   

  ***** *******

  *****************************

  **************************************

  *************

   

  Customer response

  01/14/2025

  As of Friday 1/10/2025, Kitchens Today/Start to Vision, completed the repair and are asking us to pay for half of the cost of the repair.

   

   

  ***** and ******* *******

  *************

   

   

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