Complaints

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The job started on time as scheduled but once the teardown was done the installer didn't show for about a week or so. They also flooded our kitchen when disconnecting the appliances and didn't mention it to us. We incurred expenses to dry the floors. Once they came back he sent his assistant due to his wife having a child. The assistant installed most of the door handles out of balance. It took them four attempts and four new doors to correct it. When the contractor granite installer installed our backslash they scratched the wood panels. They also set a sealant but a day later a stain from a cutting board appeared and is still there. We are also still waiting for fabricator to fix soft drawers that are not closing softly and one of the pull out drawers makes a horrible noise while being pulled out. I have videos for all but need to compress them somehow and send to you soon. Thank you.

  Business response

  12/04/2023

    

  Customer response

  12/04/2023

   
  I am rejecting this response because: I signed off on the work only because I didn't see the scratches until later when I returned home. The workers had showed up early and I was on my way out so had my service dog in the truck and mostly sat in my truck while they did their work, once they were finished I signed tipped them and looked at the granite never considered that they had scratched the wood panels while installing it. With regards to the granite I was never given an option of placing a 25 year or 1 year sealant by the ** Warehouse I had no idea it needed it at all. The installers mentioned it and suggested it after placing the 1 year sealant. The granite got stained by a wooden cutting board I've used before in my other kitchen, never stained it. As far as the doors and handles they were never installed properly not even to each other and ************* the contractor they recommended made the errors and some doors were replaced others were adjusted and as you can see from the pics they are too close to the microwave due to the adjustment and are cutting a Grove in the wood. Also some of the doors are not soft closing and I paid for soft closing and one of the slider is making a huge noise when pulled out. Will add video if possible. I reject their offer for two reasons the amount wouldn't cover all of the work secondly before I will have a hard time finding another contractor to take the responsibility to fix their shotty work therefore I request they fix all above mentioned ASAP thank you. This job was supposed to take 3 to 4 weeks to complete we are going on three months, no acceptable. 
  
  

  Business response

  12/06/2023

   

   

  Attached are additional documents and pictures of the job that was performed. You will find the document regarding the granite countertop that is in question. As you can see in the document, the customer was aware of the standard sealant was applied and commented that the workers did a great job and tipped them. At this point and through the chain of emails that were attached, the consumer mentions that they were in the house during the installation. 

  Regarding the cabinets, you can see in the email trail that we were committed to making things right, as we were going to send another person out to repair any items related to the job. Attached you will see the invoice that the contractor that did the install charged the consumer. This was someone recommended to her, but she could have chosen any other contractor to do the job. We made no money off the contractor doing the job. We only passed his information to her.

  As to meet in the middle ground, we offered and the offer still stands, a refund of $1,500. This cost would almost completely cover the job that the contractor did on the cabinets. If the consumer chooses to accept this offer, we would ask that they sign an agreement that this complaint is satisfied, and no other form of complaint about this be done going further.

   

  Customer response

  12/06/2023

   
  I am rejecting this response because:
  The work that was done by their recommended contractor was shotty from the begging. I have email correspondence with ********* their representative to proof this. The pictures also show how they couldn't even align the door handles. The granite company was also provided by CR Warehouse and only after asking what they were applying was I made aware that it was a one year sealant. I had never had this product applied in my presence at my previous home when the kitchen was redone. The difference is this granite is lighter than the one in my other home. The installers then made the suggestion that I apply the 25 year sealant in a years time but the stain happened within days of using the kitchen.  The job was paid because that's what had to be done as a matter of fact CR Warehouse got paid even before the kitchen got installed since is a loan. I like for them to stop making excuses and finish the job properly. 

  Business response

  12/12/2023

  After a number of attempts to satisfy the customer, I called and emailed the ******************** multiple times last week, to help with this situation. The business has offered to not only give the customer a refund in the amount of $1,500, but also provide all the hardware to have the contractor that chooses next to use. When asked by the BBB what she was looking for, the customer asked for a bill adjustment. When offered $1,500 on two occasions, the customer only rejected the request, but didn't provide a solution on how to resolve this. 

  I would like to speak with someone at the BBB on how to resolve this, as we are at an impasse. 

   

*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. ↩