1- On/About January 20"", 2015, we entered into a contract with Florida Kitchen & Bath Designs (FKBD) to
install new kitchen cabinets, countertops, backsplash, sink, and faucet. Other services such as new door
installation were part of the contract, however at this time are not part of the complaint.
The contract was entered into with assurances that the installation would be complete by the end of March
2015. At the time of order, Florida Kitchen & Bath was informed if the installation could not be guaranteed to
be completed by March 2015, then we would place the order at a later date.
2- At a minimum we requested installation schedule: 2/25/15, 3/6/15, 3/9/15, 3/13/15 (via text and email).
FKBD did not respond with a due date for kitchen tear out and installation.
3- On/About 3/30/15 we were contacted by Darla S**** of FKBD and informed our cabinets were in and they
wanted to tear out the kitchen. We specified that we would agree to installation at this late date if FKBD could
guarantee they would be finished with the kitchen by 4/24/15. On 4/1/15, Darla S**** confirmed (in writing)
FKBD would be finished by that date. FKBD did not complete the installation. Many of the installed cabinets
are not in accordance with contract drawing. Othersections of cabinets were missing pieces and/or damaged.
Installation was not professional with drawers/not aligned, and others were mounted into the wall with
mismatch screws without predrilled holes--looking more like a DIY project and not the professional
4- On 5/7/15 FKBD informed us in writing (text) that our remaining cabinets and missing parts (including the
wood lazy susan) would arrive to them on 5/12/15, and the job would be nished on 5/13/2015
5- On 5/29/15 we telephoned FKBD to ask the status of installation and job completion. FKBD informed us
they did not have our remaining cabinets and missing parts.
Issues with Base Cabinets.
Base cabinets installed were not in accordance with drawing. Cabinets under bar overhang area were
larger than 15" diameter and no longer t into the footprint of the original kitchen. FKBD had to tile exposed
areas in the kitchen. The counter was larger than we wanted. The wife could no longer reach other side of
the counter to pass food/help grandchildren and others. Must walk around from the kitchen to reach
grandchildren others at eat- in area of the counter.
We also had to install 2 overhead lights instead of 1 as originally designed and budgeted due to the extra
width of the countertop. As a result, FKBD had to have electrician install lights and had someone "patch" hole
where original ceiling light was. There is now a patch in ceiling above the counter that does not match the
rest of the ceiling in color or texture. We were assured this would be correct, however to date it remains.
Additionally, instead ofjust cabinets on eat in area of counter as ordered, base cabinets include drawers
that are unusable because you cannot open them under the counter top and door handles are at "knee area"
of those sitting at counter and pose a danger.
As of 6/1/2015 we have the following issues with base cabinets. FKBD is aware of these issues and has
a- Some of the Drawers and Doors are not aligned. They are crooked and off center in places.
b- Drawer is missing. Drawer handle is missing
c- Gap was lled in between counter and wall. However, it does not align with toe kick and looks out of
place and needs to be replaced or refitted with toe kick
d- Electric outlet on base was installed as an outside unit and not embedded into the cabinets as stated by
FKBD. There is an unnished gap between the panel and counter.
e- Base corner cabinet does not have the lazy susan installed as agreed in the contract.
f- There are flaws/holes in the nish and or wood that needs to be corrected or replaced
Issues with Top Cabinets
Top cabinets were installed they were not in accordance with drawing and contract. On 4/9/15, we informed
FKBD via text and email that we were not accepting the cabinets they installed. Pictures were included in the
Issues included but not limited to:
a- C13, C06 & C13 were not as pictured in drawing. Corner cabinet with lazy Susan was not installed.
b- Not all top cabinets were installed, as they had not been received from the manufacturer.
On 4/10/15, we were informed by FKBD that the manufacturer did not make a corner cabinet as ordered
per our drawing. FKBD stated they told the Ms. ******* that the manufacturer could not put a lazy susan in
the top comer cabinet as ordered. FKBD stated they told the Ms. ******* when she was home recovering
from surgery. Ms. ******* contends that at no time was she informed that there would not be a corner big
cabinet as designed. Ms. ******* worked from home during this time period and suffered no deficits in
memory or function.
On 4/10/15, we provided FKBD with a picture of the corner cabinet we wanted. We informed them the
picture was from the internet, and the corner cabinet was a common item. FKBD informed us they knew that,
however, the manufacturer for our cabinets did not make one. We suggested FKBD look at other
manufacturers or fabricate a corner cabinet by some other means.
On 4/14/15, FKBD informed us in writing (text) the cabinet manufacturer has agreed to make the cabinet.
We informed FKBD in writing (email) "If the corner cabinet can be made to the dimensions needed and would
only require (1) small 8 1/2 - 9 " cabinet placed on the inside above the stove (not near the window) for
symmetry; then I am probably agreeable to that solution (l would need to see the drawing before nalizing.)"
As of 6/1/201 5 we have the following issues with top cabinets that FKBD is aware of and has not corrected:
a- Corner Cabinet installed but has no door.
b- Corner Cabinet underneath is not nished- plain wood
b- Small cabinet installed next to corner cabinet is next the window and not near the stove as agreed
c- "Bubble" on the nish of cabinet above the stove
d- Unacceptable nish with marks and damage on another small cabinet
e- Cabinet next to C09 is sticking out not in line with other cabinets, and there is an open gap between the
cabinets. FKBD stated they could cut a hole in the wall and recess cabinet. However, that is not acceptable.
f- Some of the Doors are not aligned. They are crooked and off center
g- Cabinet installation looks less than professional. Different types of screws used, and holes were not
predrilled making interior look substandard.
We contend that any issues with the cabinet manufacturer are between FKBD and manufacturer. We
picked out a cabinet door style and color. We did not choose the manufacturer. FKBD provided the design
drawing and quote. We want FKBD to install the kitchen we ordered per the contract and the drawing without
delay. We have endured excuses, missed deadlines, and poor workmanship for over four months, and we
still do not have a functional kitchen. Less than 40% of the cabinets installed are acceptable.
lf FKBD cannot or is unwilling to fulll their contractual obligation, then we are asking for an expedient and
complete refund of the monies we have paid FKBD.
Thank you for your efforts to resolve this matter. Before we received copies of the BBB complaint, we met with ***** to go over her concerns and establish a plan for addressing her concerns. We all came to an agreement on what needed to be done and are working through those items. *****'s kitchen is looking beautiful and we are so glad we came to a resolution.
Final Business Response
We have been back several times to adjust and complete the items on Mrs. ********* checklist. She gave us a deadline to be completed. We have made every effort to meet that deadline but several times, Mrs. ******* has had to reschedule.
We had an appointment with the homeowner to finish the project on Friday, but later were told not to come. We would love the opportunity to touch up the last remaining item on her list and have a happy customer. But to do so, we need access to the kitchen to make the final adjustment.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
July 24, 2015
FKBD is not proposing a resolution. FKBD is asking us to continue to accept another round of poor workmanship, substandard quality and a lack of quality control and quality standards.
When we filed our complaint with the Better Business Bureau, we stated that if FKBD could not fulfill their contractual obligations, then we are asking for an expedient and complete refund of the monies we have paid FKBD. At the time of filing our complaint, we were well passed the initial (March 31st, 2015) and subsequent (April 24th, 2015.) completion date promised by FKBD. Our kitchen had numerous quality and installation defects, including but not limited to defective cabinets/cabinet finish, missing cabinet doors and partial installation.
Through this process, we have tried to work with FKBD to remedy the situation. On June 5th, 2015 we entered into a signed agreement with FKBD that extended the completion date to June 30th, 2015. A copy of this agreement was filed with BBB. Even with a completion date extension to June 30th, 2015, FKBD has failed to meet their contractual agreement.
It is unfortunate that we now find ourselves having to respond to statements made to BBB by Florida Kitchen and Bath Design (FKBD) that have no basis in truth. FKBD Statement: "We have been back several times to adjust and complete the items on Mrs. ********* checklist. She gave us a deadline to be completed. We have made every effort to meet that deadline but several times, Mrs. ******* has had to reschedule." In response to the statement about rescheduling appointments, we ask that FKBD either provide proof that we rescheduled appointments or rescind the statement.
We have never rescheduled an appointment with FKBD, even though in most cases FKBD gave us less than 24-hour notice for installation and repairs. FKBD is the only party in this dispute that has missed and/or rescheduled appointments. As far as what FKBD identifies as "a deadline to be completed," as part of the agreement signed by FKBD at our June 5th meeting, FKBD agreed to an extended completion date of June 30th.
Every project must have a completion date, and June 30th was 60-90 days past the completion dates FKBD initially guaranteed us in writing. There should be no expectation by FKBD, that our kitchen remodel would be an ongoing, open-ended project. Since the meeting on June 5th with FKBD the schedule has been as follows:
June 11th - FKBD sent us a text asking if they could come out the next day on June 12th. We arranged our work schedule to be at home on June 12th
June 17th - FKBD sent us an email stating they still had not received the parts needed to complete repairs/installation and would need to reschedule for June 18th. We arranged our work schedule to be at home on June 18th
June 25th - FKBD sent us a text asking if they could come the next day Friday, June 26th. We stated we could be at home until 1:00. We asked if that gave them enough time to complete, if not we said we could arrange our work schedule to give them the entire day on Monday, June 28th. FKBD responded that Friday would give them the time they needed to finish everything. All of the items were not completed by June 25th.
We informed FKBD that due to work commitments we could not accommodate scheduling them to come out from 6/29 - 7/3. FKBD set an appointment for 7/6 to return to complete repairs.
On 7/6 the FKBD subcontractor did not arrive in the morning as scheduled, and FKBD asked for more time. FKBD sent a text later that day and asked if we could return home in the afternoon and the subcontractor could be there after 1:00. We agreed. This was the third time that FKBD had been out to address the same finish issue.
Initially, FKBD knowingly installed a cabinet that had a finished top and unfinished bottom, which meant it was either manufactured incorrectly or installed upside down. FKBD came out a second time to correct the finish issue. The FKBD "fix" was not what one would expect from a professional installation. Instead of removing the under cabinet lights and taking that section of the cabinets outside to sand and apply the finish, FKBD left the under cabinet lights and cabinets attached and without providing us warning or notice, FKBD used some kind of aerosol spray stain in our kitchen without following the manufacturers or industry guidelines for ventilation. As a result, the homeowner, who is asthmatic, became so ill she was on round the clock inhaler for 3 days and almost had to go to the emergency room.
Homeowner, however agreed to let FKBD come out for a third time on 7/6 to correct the finish issue, with the guarantee from FKBD that they would obtain the same product/color the cabinet manufacturer used to finish the cabinets and that the under cabinet lights would be removed prior to staining/finishing.
On 7/6, when the subcontractor was finished, we asked FKBD (who was at our home at the same time as the subcontractor) to confirm that the under cabinets lights were removed prior to the stain being applied as agreed. FKBD stated they failed to remove the under cabinet lights as they agreed to do and "stained around them."
It was at that point we asked FKBD to leave, and we sent FKBD a letter, which confirms in writing that we are "finished trying to deal with FKBD. Once again, no matter how many times we have attempted to accommodate repairs and replacements, it is apparent that FKBD is either unable or unwilling to install a quality product."
As for the rest of FKBD statement, concerning a Friday appointment and access to our kitchen, first of all, there was no Friday appointment scheduled. FKBD emailed us on July 15th and wanted to know if they could come out on July 17, and we told them no.
As of this writing, parts of our kitchen still look like a DIY project. There is not one repair or replacement issue that FKBD did on their own - nothing was addressed until we pointed it out and filed a complaint with the BBB. We asked FKBD to send us a final invoice and even the invoice contains items such as an under the counter microwave, which is $1,000 item we did not have installed. On the invoice are charges that FKBD said they waived, which is insulting since those charges would never have been incurred had FKBD installed the kitchen cabinets in accordance with the contract and the drawing.
FKBD misled us when they advertised a "certified kitchen designer" would work with us and that FKBD would verify every detail to the most minute detail, we take measurements at your home, then begin space planning and designing. That is certainly not what they provided us, and our installation experience proves it.
We are requesting a refund of a portion of our monies in order to contract with another company to complete the repairs and adjustments needed in the kitchen. Hiring another company at this point is necessary to complete the kitchen. FKBD may state they are willing to complete the work, however, after 6 months, and multiple tries FKBD has demonstrated they are unable to meet their contractual obligations.